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Frequently Asked Questions

FIND ANSWERS

IQOS DEVICES

Can I quit smoking with IQOS?

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

Is IQOS an electronic cigarette?

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

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

What is IQOS?

Where can I find IQOS?

In which countries is IQOS available?

What are the optimal IQOS storage conditions?

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

ORDERS AND COMMERCIAL INFORMATION

What is the delivery time for online orders?

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

Are there any special offers for future online orders?

SERVICE AND SUPPORT

How does the free shipping work?

How do I contact the call center?

Are IQOS stores open?

What is the best way to clean my IQOS device?

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

Who can enroll in Care Plus program?

How can I enroll in the Care Plus program?

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

IQOS owners panel (survey)

TOBACCO STICKS

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

How dangerous is PLA in the HEETS?

Why is filter yellow after consumption?

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

What is the composition of the HEETS stick?

Do tobacco sticks contain nicotine?

Why do tobacco sticks taste different from my usual cigarettes?

Why are tobacco sticks shorter than cigarettes?

What is the puffing time of tobacco stick?

IQOS 2.4 PLUS

What is the optimal IQOS device functioning temperature?

What does the red light on my Holder mean?

What do device vibrations mean?

How can I reset my IQOS device?

Should I always fully charge my Pocket Charger battery?

How long does it take to fully charge the device?

How can I check the charge level of the battery?

IQOS 3 MULTI

What do the lights on my IOQS 3 MULTI mean?

How can I reset my IQOS device?

Should I always fully charge my Pocket Charger battery?

How long does it take to fully charge the device?

How can I check the charge level of the battery?

What is the optimal IQOS device functioning temperature?

What do device vibrations mean?

IQOS 3

What is a New ProtectPLUS™ System?

What do device vibrations mean?

How can I reset my IQOS device?

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

Should I always fully charge my Pocket Charger battery?

How long does it take to fully charge the device?

How can I check the charge level of the battery?

What is the optimal IQOS device functioning temperature?

What do the lights on my Pocket Charger mean?

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

IQOS 3 DUO

What is a New ProtectPlus™ System?

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

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

What is NFC?

How to activate NFC function?

What is the optimal IQOS 3 DUO device functioning temperature?

What do device vibrations mean?

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

How to check the Holder status for available uses?

How can I reset my IQOS 3 DUO device?

FDA authorization for IQOS

What is the FDA?

What is an MRTP?

What is the difference between FDA approval and authorization?

What is the difference between MRTP and cigarettes?

What is the difference between MRTP and vaping products?

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

Heat not Burn technology

Is using IQOS safe or risk-free?

Is nicotine harmful?

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

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

How do you measure the number of IQOS users?

What is this 3R4F cigarette you refer to?

Is IQOS 95% less harmful than cigarettes?

Can I use cigarettes with IQOS device?

Does IQOS produce smoke?

Member gets member

I have lost my code. What should I do?

Where can I spend the credit that I earned?

How can I share the code?

Can I spend half of my earned credit?

How long will my earned credit last?

Can I give the earned credit to another person?

How long is my code valid for?

Can someone else use my credit?

My phone number has changed, what should I do?

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

How can I opt out of receiving notifications and activities?

How many times can I share my code with friends?

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

How much discount did my friend get?

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

Still have questions about IQOS? We are here to help you across multiple channels