IQOS devices FAQs

No, never use conventional cigarettes with IQOS.

IQOS is designed exclusively for use with TEREA tobacco sticks. IQOS tobacco heaters cannot stably heat a normal cigarette to the optimal temperature, and the tobacco in a conventional cigarette is not prepared in such a way that it can be heated.

Your IQOS ILUMA works best between 0℃ and 40℃, and TEREA tobacco sticks taste best when you keep them at room temperature. Here are a few storage tips:
 
Keep your device away from water, direct sunlight and heat.
Don’t leave your device in a hot place, like inside a car, because the lithium-ion battery and electric circuit board could be damaged or significantly deteriorated.
To ensure the best taste and to get the most from your device, we also recommend you avoid exposing your IQOS ILUMA and TEREA sticks to low temperatures for a long period of time.
Store IQOS ILUMA, IQOS ILUMA i and IQOS ILUMA i PRIME and TEREA sticks in a clean, dry, cool place.
Do not expose IQOS ILUMA, IQOS ILUMA i or IQOS ILUMA i PRIME and TEREA sticks to high humidity conditions or direct sunlight.
Do not use TEREA sticks that have been exposed to excessive heat or moisture.
 
Additional information:
In cold outdoor conditions, the device may be able to start if it’s kept warm (e.g. in your coat pocket). Nevertheless, while using the holder, the cold outdoor temperature may lead to:
 
a.    Lower performance of the aerosol
b.    Not enough energy to match the (per tobacco stick) designed usage duration (up to 6 minutes or 14 puffs, whichever comes first).

IQOS offers a wide range of charging, disposable and interchangeable customisation accessories. Please find all our accessories – such as charging cables, sticktrays, rings, wraps, door covers and more – here: https://ch.iqos.com/en/shop/iqos/iluma/accessories

No, you should not do this. To charge your IQOS device optimally, always use the power supply approved by the manufacturer and a compatible AC Power Adaptors. Do not use other devices, such as the charging cable for your smartphone.

We recommend that you fully charge your IQOS device before using it for the first time.

Fully charging IQOS via a power outlet takes different amounts of time depending on the model:

- IQOS ILUMA i/IQOS ILUMA i PRIME: 135 minutes
- IQOS ILUMA i ONE: 90 minutes
- IQOS ILUMA/IQOS ILUMA PRIME: 135 minutes
- IQOS ILUMA ONE: 90 minutes
- IQOS 3 DUO / IQOS 3: 120 minutes
- IQOS 3 Multi: 75 minutes

Important: Use only the appropriate IQOS USB/USB-C power supply and charging cable for charging.

If you want to learn more about the differences between the various models, please visit our device comparison page.

In all countries where IQOS is available, you can use our International Assistance and have your defective registered device replaced under warranty. Simply contact our toll-free international hotline at +800 2559 2559.

If the international hotline is unavailable, you can also reach us on 0800 050 000* (*charges may apply, please check with your carrier).

Please note that your IQOS device must be registered for the exchange to be free of charge for you. If this is not yet the case, you can register your IQOS device in your IQOS account.