If you are interested in IQOS, you can call our Customer support center and ask to meet with an IQOS expert regarding the device presentation and providing all IQOS related information you're interested in.

We know that some adult smokers appreciate support after purchasing IQOS.  That is why we encourage adult IQOS users to make use of our complimentary post-purchase support.
Your personal IQOS expert will be by your side to answer your questions via phone, email or instant messaging ― whichever you prefer. 
How does this program help? From explaining how to get the most out of your IQOS experience, to providing tips about IQOS whenever you need it - our highly trained IQOS experts will accompany you every step of the journey. 

Please contact Customer Care on phone number 0800 9153 (Monday - Friday, 8 - 20h; Saturday - Sunday, 10 - 18h) or ask for enrollment in the nearest IQOS store.

To join, you must be a legal-age IQOS user. That’s it!

a. Holder light on the IQOS 2.4Plus Pocket Charger indicates a Holder malfunction. A slowly pulsing red light while charging means that the Holder battery is reaching the end of its life cycle. 

b. The bottom light on the Pocket Charger Battery Status indicates a Pocket Charger malfunction or device is outside its optimal operating temperature (10°C - 40°C) 

Please, perform a reset of your device [add link to How to reset question] and make sure it is in the optimal temperature range.

Still no luck? Please contact Customer Care on phone number 0800 9153 (Monday - Friday, 8 - 20h; Saturday - Sunday, 10 - 18h), email contact.hr@iqos.com or ask for assistance at the nearest IQOS store 

IQOS 2.4Plus is designed to work in a wide range of temperatures, but tobacco stick tastes best when the device is used between 10℃ and 40℃. 

The IQOS device does not require a full charge to work. If the IQOS 2.4Plus Pocket Charger is fully charged you may use the holder for up to 20 times.

Holder vibrations are activated in the following situations:
- At the start of heating (once you press the Holder Button to start) 
- When the experience is nearly complete (30 seconds prior the end)  

You can easily do a reset of your IQOS 2.4Plus device by simultaneously pressing and then releasing the Bluetooth and Power Buttons until all lights briefly blink.

The red light, blinking or steady, on your Holder may indicate that:
- Holder is not  charged
- Device is outside its optimal operating temperature (10°C - 40°C) 
- You pressed on the Holder button during usage
- Holder malfunction
To resolve the issue, you may try the following:

a. Check that the IQOS 2.4Plus Pocket Charger is switched ON and has enough power
b. Place the Holder in the Pocket Charger and wait until it is fully charged (up to 4 minutes)
c. Ensure your Holder’s electric contact is clean
d. If none of the above works, perform a reset of your device [link to how to reset question]
e. Still no luck? Please contact Customer Care on phone number 0800 9153 (Monday - Friday, 8 - 20h; Saturday - Sunday, 10 - 18h), email contact.hr@iqos.com or ask for assistance at the nearest IQOS store 

Any white light indicates that the device performs various operations, like charging, re-initialization, ready to use, fully charged etc. 
Any red light indicates that there is a device error or device operates outside its operating temperature (0 - 50°C). 
Please, perform a reset of your device [add link to How to reset question] and try again.
Still no luck? Please contact Customer Care on phone number 0800 9153 (Monday - Friday, 8 - 20h; Saturday - Sunday, 10 - 18h), email contact.hr@iqos.com or ask for assistance at the nearest IQOS store 

IQOS 3 Multi is designed to work in a wide range of temperatures, but tobacco stick tastes best when the device is used between 0℃ and 50℃. 

The smart blade self-cleaning process is automatically activated after every 10 consecutive sessions, when connected to the power. This process reduces tobacco residuals on the heating blade, to make the manual cleaning process effortless while ensuring the best tobacco taste experience. 
The smart blade self-cleaning process can also be activated through the IQOS Connect app on demand.

You can easily check the charge level by following these simple steps: 

1. Press for 1 second the ON/OFF button 
2. The LEDs will turn on and indicate the level of charge:
- 1 LED = low charge level
- 4 LEDs = device is fully charged

IQOS 3 Multi vibrations are activated in the following situations:

- At the start of heating (once you press the Button to start) 
- When the experience is nearly complete (30 seconds prior the end) 

Any white light indicates that the device performs various operations, like charging, re-initialization, ready to use, fully charged etc. 
A red blinking light can occur on: 

• Only Bottom Charger Light indicator: the device is outside operating temperature (0 - 50°C). -> Wait until device is within temperature limits. 

• Holder status light: Holder malfunction -> Please, perform a reset of the IQOS device. [add here a link to How to reset device question]

Still no luck? Please contact Customer Care on phone number 0800 9153 (Monday - Friday, 8 - 20h; Saturday - Sunday, 10 - 18h), email contact.hr@iqos.com or ask for assistance at the nearest IQOS store 

IQOS 3 is designed to work in a wide range of temperatures, but tobacco stick tastes best when the device is used between 0℃ and 50℃. 

The smart blade self-cleaning process is automatically activated after every 20 sessions, when the Holder is charging. This process reduces tobacco residuals on the heating blade, to make the manual cleaning process easier while ensuring the best tobacco taste experience. 

The smart blade self-cleaning process can also be activated through the IQOS Connect app on demand.

You can easily reset your IQOS 3 Multi device by pressing and holding the Button for 10 seconds and then releasing.

The lights will fade in and out to confirm a reset.

The IQOS 3 Multi device does not require a full charge to work. If the device is fully charged you may use it up to 10 consecutive sessions without recharging.

It takes approximately 75 minutes to fully charge the IQOS 3 Multi from an electrical outlet. Only charge IQOS 3 Multi device using supplied AC Power Adaptor and USB cable.

You can easily check the charge level by following these simple steps: 

1. Press IQOS 3 Multi Button for 1 second 
2. The Battery Status lights will turn on and indicate the level of charge

ProtectPlus™ System hosts a number of technological improvements:
- robust outer shell improves shock resistance of the device
- new side door opening tested to guarantee reliable performance
- new technology provides longer battery life
- heating chamber of your Holder has been redesigned for improved reliability

IQOS 3 has the following new features:
• IQOS Holder: faster charging (up to 35% faster)
• IQOS Holder vibration 
• More robust Pocket Charger (improved latch)
• Brighter, white lights on IQOS Holder display
• Auto cleaning cycle replaces manual cleaning

IQOS Holder vibration: 
• Vibration begins and a light pulses when you press and hold the Heating Button. This indicates the beginning of the experience (that you can enjoy a tobacco stick for about 6 minutes or 14 puffs whichever comes first).
• Vibration and blinking begin when there are 30 seconds or 2 puffs left.  This indicates that the IQOS Holder will switch off automatically. 
Auto cleaning: 
• Auto cleaning is automatically triggered every 20 charges, after the IQOS Holder has finished its charging process. 
• During auto cleaning, the user will observe a longer charging process of the Holder (recharge – cleaning – recharge) and constant pulsing white lights.

No you should not. IQOS device has been designed to work exclusively with specially designed tobacco sticks, and vice versa.

It is only by using both together that you can take full advantage of the benefits that the system provides and that have been proven by PMI science.
All our studies are based on the use of IQOS with specially designed tobacco sticks.

IQOS is available in the following countries*:

Andorra, Armenia, Bulgaria, Canary Islands, Canada, Colombia, Croatia, Curaçao, Cyprus, Czech Republic, Denmark, Dominican Republic, France, Germany, Greece, Guatemala, Italy, Israel, Japan, Kazakhstan, Korea, La Réunion, Latvia, Lithuania, Monaco, the Netherlands, New Zealand, Palestine, Poland, Portugal, Romania, Russia, Serbia, Slovak Republic, Slovenia, South Africa, Spain, Switzerland, Turkish Cyprus, Ukraine, the United Kingdom, and in some Duty Free shops.

It takes approximately 90 minutes to fully charge the IQOS 2.4Plus Pocket Charger from an electrical outlet. Only charge IQOS 2.4Plus device using the supplied AC Power Adaptor and USB cable.