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Frequently Asked Questions

FIND ANSWERS

IQOS DEVICES

Can I quit smoking with IQOS?

IQOS is not a smoking cessation device, but a better choice for adult smokers who want to continue using tobacco products and enjoy the real taste of tobacco without the inconvenience that cigarettes have, such as tobacco smoke and ash. IQOS is not risk-free, so complete cessation of tobacco use is the best way to reduce the health risks associated with tobacco.

I am a user of tobacco products and I have a health problem, can I use IQOS?

IQOS is a tobacco product that contains nicotine. Although not the primary cause of smoking-related diseases, nicotine is addictive. IQOS is a product that is not without risks. If a smoker or user of other tobacco products has a health problem, we advise you to follow the medical advice of a doctor or other healthcare professional, including advice on whether to stop using tobacco and other nicotine products. If there are concerns about the health consequences of smoking or the use of tobacco products, the best completely stop using tobacco and nicotine. Certain people, including pregnant or breastfeeding women, as well as people with heart disease, high blood pressure or diabetes, should not use tobacco or nicotine-containing products. Minors in particular should not have access to nicotine-containing products.

Is IQOS an electronic cigarette?

No, IQOS is not an electronic cigarette, but an electronic device that heats and not burns tobacco, releasing an aerosol from real tobacco. Unlike electronic cigarettes that use a liquid solution which contains nicotine and flavors with other substances, IQOS is a device used with real tobacco.

Does usage of IQOS really bothers less the non-smokers around me?

IQOS has a significantly lower impact on indoor air than cigarettes. In a study conducted at a PMI specially equipped indoor air quality control facility, post-IQOS usage and cigarette data were compared with air reference values. Out of the 22 measured markers, the levels of 20 did not increase compared to the reference ones after using IQOS. The findings suggest that when IQOS was used, changes were detected that remained well below the acceptable thresholds defined by international standards. Given that nicotine is addictive in non-combustible tobacco products, this product is not without risks.

Are there any scientific researches and who conducts them, where can they be viewed?

There is 12 years of scientific research behind IQOS. Since 2008, PMI has published more than 340 peer-reviewed publications in scientific journals related to potentially reduced risk products compared to conventional cigarettes. PMI is committed to transparency. All research is publicly available on the website www.pmiscience.com. PMI registers all its clinical studies at ClinicalTrials.gov. Previous research shows that IQOS does not produce any additional harmful substances at levels that are considered harmful in relation to cigarettes. The six-months results of a clinical study conducted on 984 adult smokers in the United States show that the use of IQOS poses a lower health risk than continued smoking. In this clinical study, eight health indicators/markers were measured that are known to change positively when smoking cessation. It was noticed that after the transition from smoking to non-combustible tobacco product during 6 months, all these indicators change in the same direction as they do when there is smoking cessation, and five of them are statistically significant.

What is IQOS?

IQOS is a revolutionary way to enjoy tobacco for those adult smokers who would otherwise continue to smoke. IQOS uses heating tobacco sticks, which contain tobacco and provide real tobacco taste with a cigarette like satisfaction. Because IQOS heats tobacco instead of burning it, it generates no fire, no ash and no smoke. (Important information: IQOS is not risk-free. It delivers nicotine, which is addictive.)

Where can I find IQOS?

IQOS and its portfolio can be found in IQOS stores. To find the nearest store please visit the webpage Store locator.

In which countries is IQOS available?

IQOS is available in the following countries*: Andorra, Armenia, Bulgaria, Canary Islands, Canada, Colombia, Croatia, Curacao, Cyprus, Czech Republic, Denmark, Dominican Republic, France, Germany, Greece, Guatemala, Italy, Israel, Japan, Kazakhstan, Korea, La Reunion, 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.

What are the optimal IQOS storage conditions?

Keep IQOS away from water, direct sunlight, and/or heat. Do not leave IQOS device for an extended period of time in a hot place, such as inside a car, as the battery or electronics may be damaged or significantly deteriorated

What should I do if my IQOS device is not functioning?

If your IQOS device is not working, simply perform a reset. Still no luck? Please contact Customer Care: By phone (free call): 0800 800 808 By email: contact.rs@iqos.com Working hours of call center: Monday - Saturday: 09:00 - 21:00 Sunday: 10:00 - 18:00

ORDERS AND COMMERCIAL INFORMATION

What is the delivery time for online orders?

We want you to have a great IQOS experience at all times. In order to make that as easy as possible, we’ve upgraded our standard shipping to free shipping within 3 working days, for all online purchases.

What should I do if I borrowed an IQOS device through the IQOS Lending Program?

We’ve extended the free lending period of our device to 15 days, so you don’t have to worry about leaving home to return it. We will reach out and let you know when you should return the borrowed device, or purchase it, if you decide to.

Are there any special offers for future online orders?

With every purchase, you’ll get a package of free IQOS cleaning sticks* which are soaked in a special alcohol-based solution. Use IQOS cleaning sticsks to clean the inside area of the holder surrounding the blade and the cap. *Offer not valid for prior purchases. Offer valid while supplies last.

SERVICE AND SUPPORT

How does the free shipping work?

All IQOS products ordered through our Online Store are delivered to you free of charge at your home address. Our agents will do everything possible to get the shipment to you as soon as possible.

How do I contact the call center?

Our agents are here for you, you can easily contact us:

- Free call 0800800808
- Facebook IQOS Srbija
- Live chat on our web site
- E-mail contact.rs@iqos.com
- Viber https://iqos.buzz/2RmtOt6 

Opening hours:
Monday - Saturday: 09:00 - 21:00
Sunday: 10:00 - 18:00

Are IQOS stores open?

As we face this difficult situation that has affected the lives of all of us, we need to change many of our usual habits and activities. Due to these extraordinary circumstances, IQOS outlets in shopping malls are temporarily closed, while others will work part-time. Please check their status here before any visit https://rs.iqos.com/en/stores

What is the best way to clean my IQOS device?

Wipe the outside of the charger, holder and associated accessories with a wipe containing 62-71% ethanol. Dispose the used wipes in the bin. Next, thoroughly clean the inside area of the holder surrounding the blade and the whole cap with the dedicated IQOS Cleaning sticks, which are already soaked in a special alcohol-based solution.

I no longer want to receive information related to your products. How can I do that?

Please contact our IQOS customer care team and our colleagues will help you. Our dedicated contact center is here for you: 0800 800 808 contact.rs@iqos.com

Who can enroll in Care Plus program?

To join, you must be a registered IQOS user.

How can I enroll in the Care Plus program?

Please contact Customer Care or visit our IQOS zones. E-MAIL Send us a message at: contact.rs@iqos.com PHONE 0800 800 808 Monday - Saturday: 09:00 - 21:00 Sunday: 10:00 - 18:00

I am not sure if IQOS is for me. Can I learn more about IQOS and see it before I buy it?

Sure, visit your nearest IQOS zone for more information.

IQOS owners panel (survey)

Some of our registered users might be invited to participate in regular surveys. These surveys are ran by a research company, and if you have any questions or issues, easiest way to get support is to contact directly that company via email iqosrs@iopinionforum.com

TOBACCO STICKS

Why isn’t the amount of nicotine, tar and carbon monoxide stated on the packaging?

The law does not require that the amounts of nicotine, tar and carbon monoxide to be indicated on packs of HEETS. Each type of HEETS has approximately the same level of nicotine as the average cigarette, when tested under the same conditions as for cigarettes, in accordance with ISO standards. When using IQOS, carbon monoxide is not produced above environmental levels. IQOS heats tobacco and produces tobacco vapor that is significantly different from tobacco smoke.

How dangerous is PLA in the HEETS?

All materials used in Philip Morris smoke-free products have been tested and confirmed for their intended use and testing of the PLA filter, when heated did not reveal anything questionable.

Why is filter yellow after consumption?

During the use of IQOS, the PLA filter changes color and its appearance (i.e. hardens after consumption). This is the natural reaction of this material to heating during which heat is absorbed. The filter does not affect or contribute to the harmfulness of HEETS tobacco vapor.

Do HEETS have plastic in the filter, which melts when consumed?

The central part of the filter in HEETS products is made of polylactic acid (PLA), a biodegradable polymer film that is wrapped in non-porous sheets made of cellulose fibers which are then bent in such a way to cool the tobacco vapor as efficiently as possible. PLA is one of the most widely used biopolymers in the world, obtained from corn starch or sugar cane and has been used for medical purposes for years.

What is the composition of the HEETS stick?

There is real tobacco in the HEETS stick, to which glycerin and water are added.

Information on HEETS products is public, and can be found at the following website: https://www.pmi.com/our-business/about-us/products/making-heated-tobacco-products

Do tobacco sticks contain nicotine?

Yes, IQOS tobacco sticks contain nicotine, which is addictive. Nicotine is naturally present in tobacco. It is released in the vapor that is generated during the IQOS usage.

Why do tobacco sticks taste different from my usual cigarettes?

The taste of IQOS is different from cigarettes because tobacco is heated rather than burned. By heating the tobacco, the true taste of the tobacco is released. IQOS Tobacco sticks are made from a specially selected blend of tobacco in order to provide tobacco taste and satisfaction that replicates as much as possible what adult smokers expect.

Why are tobacco sticks shorter than cigarettes?

The tobacco sticks are designed specifically for the IQOS devices. They have an optimal length, diameter and design for the IQOS Holder.

What is the puffing time of tobacco stick?

Tobacco sticks are designed for the same duration and number of puffs as cigarettes.

IQOS 2.4 PLUS

What is the optimal IQOS device functioning temperature?

IQOS 2.4PLUS is designed to work in a range of temperatures between 10℃ and 40℃.

What does the red light on my Holder mean?

The red light, blinking or steady, on your Holder may indicate that: - Holder is not charged - The 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 Support.

What do device vibrations mean?

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)

How can I reset my IQOS device?

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.

Should I always fully charge my Pocket Charger battery?

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.

How long does it take to fully charge the device?

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.

How can I check the charge level of the battery?

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

What do the lights on my IOQS 3 MULTI mean?

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 that operates outside its operating temperature (0 - 50°C). Please, perform a reset of your device and try again. Still no luck? Please contact Customer Care By phone: 0800 800 808 By email: contact.rs@iqos.com

How can I reset my IQOS device?

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.

Should I always fully charge my Pocket Charger battery?

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

How long does it take to fully charge the device?

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.

How can I check the charge level of the battery?

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

What is the optimal IQOS device functioning temperature?

IQOS 3 MULTI is designed to work in a range of temperatures between 0℃ and 50℃.

What do device vibrations mean?

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)

IQOS 3

What is a New ProtectPLUS™ System?

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

What do device vibrations mean?

IQOS 3 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 to the end)

How can I reset my IQOS device?

You can easily reset your IQOS 3 device by pressing and holding the Pocket Charger Button for 10 seconds and then releasing. Battery Status light will fade in, blink twice, and then progressively fade in to confirm a reset.

Can I use the AC power adaptor & USB cable from the previous device version to charge the IQOS 3 device?

You can use the IQOS AC Power Adaptor from the previous device versions. However, IQOS 3 USB cable hosts a USB-C port, which is different from the previous versions.

Should I always fully charge my Pocket Charger battery?

The IQOS 3 device does not require a full charge to work. If the IQOS 3 Pocket Charger is fully charged you may use the Holder up to 20 times.

How long does it take to fully charge the device?

It takes approximately 120 minutes to fully charge the IQOS 3 Pocket Charger from an electrical outlet. Only charge IQOS 3 devices using supplied AC Power Adaptor and USB cable.

How can I check the charge level of the battery?

You can easily check the charge level by following these simple steps: 1. Press Pocket Charger Button for 1 second (short press) 2. The Battery Status lights will turn on and indicate the level of charge

What is the optimal IQOS device functioning temperature?

IQOS 3 is designed to work in a range of temperatures between 0℃ and 50℃.

What do the lights on my Pocket Charger mean?

Any white light indicates that the device performs various operations, like charging, re-initialization, ready to use, fully charged, etc. Red blinking light can occur on: • Only Bottom Charger Light indicator: the device is the outside operating temperature (0 - 50°C). -> Wait until the device is within temperature limits. • Holder status light: Holder malfunction -> Please, perform a reset of the IQOS device. Still no luck? Please contact Customer Care: By phone: 0800 800 808 By email: contact.rs@iqos.com

Can I charge 2.4 / 2.4P Holder with the IQOS 3 Pocket Charger and vice versa?

No, the new IQOS 3 Pocket Charger is not compatible with the previous versions. If you insert the 2.4/2.4 PLUS Holder into the IQOS 3 Pocket Charger, the Holder will not charge because of the different size. The IQOS 3 Holder cannot be inserted into 2.4/2.4 PLUS Pocket Charger because of the different size.

IQOS 3 DUO

What is a New ProtectPlus™ System?

IQOS ProtectPlus™ introduces a number of improved features related to design and technology to redefine the concept of protection and reliability of IQOS 3™: • robust outer shell improves shock resistance of the device • new side door opening tested to guarantee reliable device performance • new technology provides longer battery life • electronic chamber* of your IQOS 3™ Holder has been redesigned for improved device reliability * Electronic chamber refers to the area of the IQOS™ Holder, where the electronic elements are located.

How can I upgrade the firmware of my IQOS 3 Pocket Charger to use it with IQOS 3 DUO Holder?

If you already have an IQOS 3 device and would like to use your IQOS 3 DUO Holder with the IQOS 3 Pocket Charger, you might need to upgrade your firmware. To understand whether your current IQOS 3 requires an upgrade, do the following: 1. Fully charge your IQOS 3 DUO Holder and insert it in the IQOS 3 Pocket Charger 2. Press the Pocket Charger button to check the Holder status light: a. If the light blinks once – need upgrade b. If the light blinks twice – no need for an upgrade You can upgrade the firmware of your device in the IQOS Store. It is free of charge. After the upgrade, you will be able to charge and use your IQOS 3 DUO Holder with the IQOS 3 Pocket Charger.

How can I register my device by using NFC or QR code?

There are two ways to access the IQOS website for registration: with NFC tap or QR code: 1. Registration by using NFC Tap: o tap your smartphone on the device’s door to open the web interface on your phone’s screen o fill in the required information to register. Note, that the device’s serial number is automatically populated. 2. Registration by using QR code: o scan QR code on the device packaging (the folio inside the packaging that contains user documents) to open the web interface o take a picture of the label on the packaging to capture the serial number of your device o device’s serial number is automatically populated. If not, please take a picture of the label outside the packaging box to capture the serial number of your device o fill in the required information to register your device

What is NFC?

NFC stands for Near-field communication (NFC). It enables two electronic devices, your IQOS device, and your phone, to communicate by bringing them within 4 cm of each other. In IQOS, we use this technology to offer simplified access to the digital experience (IQOS website) to iOS users or users who do not wish to download IQOS Connect App. It allows for simplified user/device registration, easy device onboarding to quickly learn how to use your IQOS. Just in one tap you will get access to your key needs – quickly find the nearest IQOS store, contact customer care, access IQOS online store, and many more.

How to activate NFC function?

If your phone hosts an NFC chip, just activate your NFC in your phone’s settings menu. The two devices will connect automatically when you bring them close to each other (less than 4 cm apart) and IQOS webpage will open. That’s it.

What is the optimal IQOS 3 DUO device functioning temperature?

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

What do device vibrations mean?

IQOS 3 DUO Holder vibrations are activated in the following situations: - At the start of the heating (once you press the Holder Button to start) - one vibration - When the device is ready to be used – two vibrations - When the experience is nearly complete (30 seconds prior to the end) - two vibrations - When the experience is nearly complete (30 seconds prior to the end of the tobacco session) - two vibrations

How does IQOS 3 DUO adapt to my rhythm of consumption?

IQOS 3 DUO enables to have two consecutive uses without Holder recharge. They will be indicated by the two white LED lights on your Holder and Pocket Charger. Once you have finished the first use, there will be only one light left, i.e. 2 LEDs on – 2 uses ready, 1 LED – 1 use. If you need the second use right away, your Holder is instantly ready for it. If you do not need the second use right away, simply put the Holder back in the Pocket Charger for a quick recharge to have 2 uses back again. In most cases, you can charge Holder back to at least one experience faster than Holder.

How to check the Holder status for available uses?

You can check the Holder status (how many uses are available without recharge) in two ways – either on the Holder itself or on the Pocket Charger: To check the status on the Holder: - Press & release the Button of the Holder: - 2 lights – ready for two uses - 1 light – ready for one use - No light – Holder not charged To check the Holder status on the Pocket Charger: - Press & release the Pocket Charger Button - 2 lights – ready for two uses - 1 light – ready for one use On IQOS 3 DUO P. Charger On IQOS 3 P. Charger* * For those customers who use a mixed version of IQOS 3 DUO Holder in the IQOS 3 Pocket Charger. In some cases, it may be required to upgrade the firmware of IQOS 3 Pocket Charger to know when the Holder is ready for 1 use.

How can I reset my IQOS 3 DUO device?

You can easily reset your IQOS 3 DUO device by pressing and holding the Pocket Charger Button for 10 seconds (until lights fade out), then releasing. All Status Lights will turn OFF, blink three times, and progressively fade-in, to confirm the RESET.

FDA authorization for IQOS

What is the FDA?

The FDA or Food and Drug Administration is a federal agency within the United States Department of Health and Human Services, one of the United States federal executive departments. The FDA is responsible for regulating the manufacturing, marketing, and distribution of tobacco products tin the US. After reviewing the scientific evidence on IQOS, the US FDA authorized the marketing order of IQOS, concluding that: •The IQOS system heats tobacco but does not burn it. •The absence of combustion significantly reduces the production of harmful or potentially harmful chemicals. •Scientific studies have shown that switching completely from cigarettes to the IQOS system significantly reduces your body’s exposure to harmful or potentially harmful chemicals.* Important information: IQOS is not risk-free. It delivers nicotine, which is addictive. * Source: FDA’s marketing order for the IQOS system dated July 7, 2020.

What is an MRTP?

MRTP stands for Modified Risk Tobacco Product. On July 7, 2020, the US Food and Drug Administration (FDA) authorized IQOS, along with three different HeatSticks variants, to be marketed in the US with a claim of reduced exposure to harmful chemicals. This makes IQOS the first and only heated tobacco system authorized as a Modified Risk Tobacco Product with reduced exposure information in the US. The US FDA decision came after several years of reviews of all of the scientific evidence available on IQOS. Between the opening and the closure of the scientific review, the FDA asked 86 questions related to the applications, seeking clarifications or additional data. After reviewing the scientific evidence on IQOS, the US FDA authorized the marketing order of IQOS, concluding that: • The IQOS system heats tobacco but does not burn it. • The absence of combustion significantly reduces the production of harmful or potentially harmful chemicals. • Switching completely to IQOS reduces your body’s exposure to harmful or potentially harmful chemicals*, and communicating this is appropriate for the promotion of public health. Important information: IQOS is not risk-free. It delivers nicotine, which is addictive. *Source: FDA’s marketing order for the IQOS system dated July 7, 2020.

What is the difference between FDA approval and authorization?

The FDA, or the Food and Drug Administration, is the government agency in the United States responsible for protecting public health. The FDA regulates a variety of consumer products, including tobacco. However, the US law expressly prohibits making any claims that a tobacco product is “FDA approved,” as their evaluation standards are not appropriate for such products. Instead, the FDA authorizes or not the marketing of tobacco products as “modified risk tobacco products” in US. Philip Morris submitted a set of MRTP applications for the IQOS system. After thorough reviews, the FDA issued a modified exposure order recognizing that switching completely to our smoke-free alternative, IQOS, reduces the exposure to harmful or potentially harmful chemicals*. Important information: IQOS is not risk-free. It delivers nicotine, which is addictive. * Source: PMI 3-month reduced exposure studies conducted in Japan and the US in near real-world conditions. These studies measured exposure to 15 harmful chemicals and compared to the levels observed in smokers who switched to IQOS with levels measured in smokers who continued to smoke cigarettes.

What is the difference between MRTP and cigarettes?

The US FDA decision of authorizing IQOS to be marketed with a reduced exposure information shows that IQOS is a fundamentally different product compared to cigarettes. IQOS is a better choice for adults who would otherwise continue smoking. Unlike cigarettes, the IQOS system heats tobacco instead of burning it. This significantly reduces the production of harmful or potentially harmful chemicals compared to cigarette smoke.

What is the difference between MRTP and vaping products?

Similar to our IQOS heat-not-burn system, vaping products are smoke-free alternatives to continued smoking. However, there are also important differences between the two. E-cigarettes don’t contain tobacco. Instead, they heat an e-liquid containing nicotine and flavors to produce an aerosol. So far, no vaping product has been authorized for marketing by the US FDA. The IQOS system is the first and only tobacco heating system authorized in the US as a Modified Risk Tobacco Product. The FDA concluded that switching completely to IQOS reduces the body’s exposure to harmful or potentially harmful chemicals.* Important information: IQOS is not risk-free. It delivers nicotine, which is addictive. * Source: PMI 3-month reduced exposure studies conducted in Japan and the US in near real world conditions. These studies measured exposure to 15 harmful chemicals, and compared to the levels observed in smokers who switched to IQOS with levels measured in smokers who continued to smoke cigarettes.

How does the US FDA announcement change the marketing of PMI’s smoke-free products?

The US FDA’s decision of authorizing IQOS to be marketed in US with reduced exposure information encourages us to continue our mission of replacing cigarettes with science-based, smoke-free products applying our responsible marketing practices. PMI’s marketing practices must always adhere to the following four core principles: 1) We only market and sell our products to adult smokers. 2) We warn consumers about the health effects of our products. 3) Our marketing is honest, transparent, and accurate. 4) We respect the law.

Het not Burn technology

Is using IQOS safe or risk-free?

No, we can’t say that at this point. While switching completely to IQOS presents less risk to your health, IQOS is not risk-free and delivers nicotine, which is addictive. If you are concerned about the health effects of smoking, your best option is to quit tobacco and nicotine use altogether. However, switching completely to IQOS is a better choice than continuing to smoke.

Is nicotine harmful?

Nicotine is addictive. However, it is not the main cause of smoking-related diseases. IQOS delivers nicotine in a comparable way to cigarettes. Our clinical studies show that the amount and rate of nicotine absorbed when using one tobacco stick with IQOS is comparable to that of smoking one cigarette.

How do you measure IQOS emissions, which you claim are reduced on average by 95% compared to the smoke of a 3R4F cigarette?

The percentage refers to the average reduction of the levels of certain constituents prioritized for action by renowned public health organizations such as the WHO and the US FDA found in IQOS tobacco vapor compared to the smoke from a 3R4F reference cigarette. To this effect, we collect the tobacco vapor and smoke under the Health Canada Intense machine-smoking regime (55 mL puff volume, 2-second puff duration, 30-second interval puff) using a comparison on a per stick basis. Reduction calculations exclude nicotine.

What is the totality of evidence you refer to when claiming that switching to IQOS presents less risk than continued smoking?

The totality of evidence includes PMI’s clinical data (we conducted 10 clinical studies with thousands of participants in the US, UK, Japan, and Poland), aerosol chemistry, and data from 18 nonclinical studies. The totality of evidence demonstrates that switching completely to IQOS, while not risk-free, presents less risk of harm compared with continuing to smoke cigarettes.

How do you measure the number of IQOS users?

We use PMI Financials or estimates, IQOS user panels, and PMI Market Research. The number of total users we report refers to IQOS users for whom PMI HeatSticks represent at least 5% of their daily tobacco consumption over the past 7 days, while the number of people we estimate have completely quit cigarette smoking refers to IQOS users who have completely quit cigarettes and for whom PMI HeatSticks represent at least 70% of their past 7-day heated tobacco consumption.

What is this 3R4F cigarette you refer to?

It is a cigarette independently designed by the University of Kentucky in the US for scientific research purposes. It is a comparator commonly used in tobacco research, which allows the data of a given study to be compared to that of another study. 3R4F research cigarettes are not commercially available to consumers.

Is IQOS 95% less harmful than cigarettes?

Tobacco in cigarettes burns at temperatures higher than 600 ° C, producing smoke that contains approximately 100 harmful substances. IQOS heats tobacco at a much lower temperature, below 350 ° C, producing tobacco vapor that contains nicotine, without combustion, fire, ash or smoke. Heating tobacco at this lower temperature it still releases the taste of tobacco, but eliminating combustion significantly reduces the level of harmful and potentially harmful chemicals compared to cigarette smoke. Based on measurements of harmful and potentially harmful ingredients in IQOS aerosol and standard reference cigarette smoke (3R4F *), it has been proven that IQOS produces 95% less harmful and potentially harmful ingredients compared to conventional cigarettes, but this does not mean that it is a product without risk. This product is not without risks. It contains nicotine which is addictive.

Can I use cigarettes with IQOS device?

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

Does IQOS produce smoke?

No, IQOS does not produce smoke because it does not burn tobacco. It generates a tobacco vapor that is what you see when using IQOS.

Member gets member

I have lost my code. What should I do?

Call the free phone number 0800 800 808 or go to the nearest IQOS Zone on the map and request the resending of the SMS with the code.

Where can I spend the credit that I earned?

You can only spend the credit in selected IQOS zones. A list of stores participating in the program can be found in the POS locator under filter MGM.

How can I share the code?

You can share the code however suits you best, for example, SMS, Viber, WhatsApp, email... You also have the option to register your friend via the form on our website. In this case, you need to enter your referral code, then there is no need to forward the code to your friend (the code has already been recorded when you enter it).

Can I spend half of my earned credit?

Yes. You can spend the credit in parts, divided into 500 RSD each, which is the value of one voucher. If you spend less than 500 RSD, it is not possible to get change for the remaining amount. It is possible to pay extra for products whose value is greater than the value of the credit.

How long will my earned credit last?

You can spend the earned credit within 12 months from the day of earning it.

Can I give the earned credit to another person?

No, the credit cannot be transferred. To take advantage of the credit, you need to come to the IQOS point of sale and bring your mobile phone.

How long is my code valid for?

The code has no expiration date; it is valid from the day you received the SMS with the code.

Can someone else use my credit?

No, just you. That’s why it is important to bring your mobile phone.

My phone number has changed, what should I do?

You need to call the IQOS customer centre on 0800 800 808 and explain your problem to colleagues who will help you solve it.

My friend bought a device using my code, but I didn’t get the extra credit.

Please call the IQOS customer centre on 0800 800 808 and we will check the problem and solve it.

How can I opt out of receiving notifications and activities?

It is very simple. You need to call the IQOS customer centre on the free phone number 0800 800 808 and unsubscribe from communication.

How many times can I share my code with friends?

You can share your code with up to 5 different friends. It is very important that your friends are adult smokers who have not bought an IQOS device before.

What determines how many credits I get at the moment my referral is implemented?

You get the same credit no matter which version of the device your friend buys. Therefore, you will get 500 RSD of credit if your friend buys a 3 Duo or 2.4P version of the IQOS device.

What determines the discount my friend gets?

It depends on the version of the device that your friend buys when using the code you shared with them. So, if your friend buys a 2.4 Plus device, they will get a 500 RSD discount, and if they buy a 3 Duo device, they will get a 1,000 RSD discount.

How can I know how many points I have in the IQOS CLUB?

For each realised sale using your code, in addition to the credit, you will also earn 50 points in the IQOS CLUB. You can find the total balance of points earned when you log in to the IQOS CLUB page.

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