CUSTOMER CARE

For any assistance, please, contact our Customer Care:
By phone: 0800 99 099
By email: contact.mk@iqos.com

We know that some adult smokers find it challenging to convert to IQOS.
That is why we encourage adult IQOS users to join our complimentary and effective QOACH program.
Your personal QOACH will be by your side to answer your questions via phone, email, instant messaging or video calls ― whichever you prefer.
How does this program help? From deciding which type of tobacco sticks suits your taste preferences best, to explaining how to clean your device, to providing tips about IQOS whenever you need it, our highly trained QOACHES will accompany and motivate you every step of the conversion journey.

Please contact Customer Care via free line or e-mail.
Working hours are: Monday - Saturday 9:00 am - 9:00 pm.
Toll free number; 080099099
E-mail: contact.mk@iqos.com
You can get also assistance at the nearest IQOS store. All IQOS Stores give support. Find the nearest IQOS store.

To join, you must be a legal-age smoker who would like to continue enjoying tobacco products and switch from cigarettes to IQOS. That’s it!

If your IQOS device is not working, simply perform a reset.
Still no luck? Please contact Customer Care via free line or e-mail.
Working hours are: Monday - Saturday 9:00 am - 9:00 pm.
Toll free number; 080099099
E-mail: contact.mk@iqos.com
Or ask for assistance at the nearest IQOS store. All IQOS Stores give support in terms of warranty. Find the nearest IQOS store.

You can easily clean your IQOS™ Holder and Cap in few steps:
IQOS Holder:
Prepare

1. Switch off your IQOS Holder
2. Wait for at least 30 seconds to cool down the blade
3. Remove the cap
4. Slide open your IQOS Cleaning Tool and check if it is not deformed and free of particles

Insert

1. With a straight and gentle gesture, insert the IQOS Cleaning Tool till it touches the bottom of the heating chamber
2. Do not twist yet

Clean

1. Without any further pushing pressure, gently twist IQOS™ Cleaning Tool 2-3 times
2. Stop twisting, and extract the Tool straight from the Holder
3. Gently tap the Holder and the Cleaning Tool to remove the tobacco residuals

Finalize – use the IQOS™ Cleaning Sticks as a finishing touch

1. Insert the IQOS™ Cleaning Stick straight along the chamber
2. Do not push or hit against the blade
3. Do not attempt to clean the blade
4. In case IQOS™ Cleaning Stick is blocked, do not force. Simply use again the IQOS Cleanig Tool and repeat the above steps.

IQOS Cap

1. Clean the inside of the IQOS™ Cap from the top with the IQOS™ Cleaning Sticks
2. Clean the bottom of the Cap with the IQOS™ Cleaning Tool:

a. Insert the IQOS™ Cleaning Tool till it touches the bottom of the Cap
b. Without extra push, gently twist the IQOS™ Cleaning Tool 2 - 3 times
c. Stop twisting, and gently tap both the cap and the IQOS™ Cleaning Tool to remove tobacco residuals.

Gently tap the IQOS™ Cleaning Tool on a surface and use a cloth to get rid of the residues.
Do not clean it with water to avoid any humid contact with the electronics of the IQOS™ Holder.

To ensure optimal taste, we recommend cleaning your IQOS™ once a day or after used 20 cartridges of non-combustible tobacco.
You can clean even more frequently if you feel to.
A regular cleaning of your IQOS™ will make the cleaning process quick and smooth.
Only use IQOS™ original cleaning tools to clean your IQOS™.

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

By registering, you will receive news and information about IQOS™ products and services, invitations to take part in special events and activities, such as the presentation of new products or discount and other promotions, personalized product information and special offers and/or services, access to exclusive content or events, news and updates of relevance for participants.

You can register your IQOS™ device by filling all the required fields on the registration form and accepting the Terms and Conditions, or by going to an IQOS zone and registering the device with the help of our IQOS Sales Experts. Find the nearest IQOS store.