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Frequently Asked Questions

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WELCOME TO IQOS

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. 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.)

What kind of product is IQOS?

IQOS is a product that is specifically designed for smoke-free future, as much as for adult smokers who would otherwise continue to smoke and want to enjoy real tobacco taste without many of the inconveniences of cigarettes, such as ash or smoke. IQOS is our most advanced smoke-free product that uses sophisticated electronics to heat tobacco instead of burning it to release a vapor from real tobacco without smoke, ash and less smell.
IQOS has a unique heating blade made of ceramic and gold and platinum coated, and contains heat regulating electronics to ensure the same level of performance each time it is used.
It is not for people who have quit smoking or have never smoked. IQOS and tobacco sticks are not for minors (under 18 years old).

Where can I buy IQOS?

The IQOS product portfolio is available online for ordering. Select and order your IQOS in the product catalogue. IQOS products can be found in the IQOS stores. Find the nearest https://mk.iqos.com/mk/lokacii>IQOS store.

What is the difference between IQOS and cigarettes

IQOS is a better alternative to smoking because it heats tobacco instead of burning it. It provides real tobacco taste without fire, ash or cigarette smoke, and less smell.
IQOS emits on average 95% lower levels of harmful chemicals compared to cigarettes.*
Switching completely to IQOS presents less risk to your health than continuing to smoke.
Important information: IQOS is not risk-free. It delivers nicotine, which is addictive.
* Compared to the smoke of a reference cigarette (3R4F). It does not necessarily equal a 95% reduction in risk.
If you are concerned about the health effects of smoking, your best option is to quit tobacco and nicotine use altogether.

Is IQOS safe / risk free?

No. IQOS is not risk free. IQOS emits on average 95% lower level of harmful chemicals compared to cigarettes*.
Switching completely to IQOS is less harmful that continuing to smoke.
Important information: IQOS is not risk-free. It delivers nicotine, which is addictive. * Compared to the smoke of a reference cigarette (3R4F). It does not necessarily equal a 95% reduction in risk. If you are concerned about the health effects of smoking, your best option is to quit tobacco and nicotine use altogether.

Does IQOS produce smoke?

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

Will IQOS help me quit smoking?

No. IQOS is not a smoking cessation device or intended as a device to quit smoking. If you are concerned about the health effects of smoking, your best option is to quit tobacco use altogether.

Can I use cigarettes with IQOS?

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

Is it allowed to use IQOS indoor?

Yes, it is allowed to use IQOS indoor. Law on protection against smoking prohibit indoor smoking of tobacco products. Law on tobacco, tobacco and related products clearly defines that using of IQOS is not smoking, because it doesn't produce smoke, like in case of smoking tobacco products.

Is IQOS safe as electronic device?

IQOS Holder and Pocket Charger are designed to be safe, as electronic devices, when used in accordance with the instructions in the User Guide. They both comply with the EU consumer electronic safety requirements indicated by the “CE" (European Conformity) symbols on the packaging. For more details refer to the User Guide.

CUSTOMER CARE

If I have any questions, who should I contact?

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

I'm new to IQOS. Do you offer any personalised assistance? Is it free of charge?

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.

How can I enroll in the personalized assistance program?

Please contact Customer Care via free line or e-mail.
Working hours are: Monday - Saturday 9:00 am - 9:00 pm and Sunday 10:00 am - 6:00 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.

Who can enroll in the personalized program?

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!

What should I do if my IQOS is not functioning?

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 and Sunday 10:00 am - 6:00 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.

How should I clean my IQOS?

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:

  3. 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.

How to clean my IQOS Cleaning tool?

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.

How often should I clean my IQOS?

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™.

What are the optimal IQOS storage conditions?

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.

What are the benefits of IQOS registration?

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.

How can easily register my IQOS?

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.

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, among other things, the manufacturing, marketing, and distribution of tobacco products in the US to protect the public health and to reduce tobacco use by minors.
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’smarketingorderfortheIQOSsystemdatedJuly7, 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 decisions 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’smarketingorderfortheIQOSsystemdatedJuly7, 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 the public health. The FDA regulates a variety of consumer products, including tobacco. However, US law expressly prohibits making any claims, express or implied, that a tobacco product is “FDA approved,” as the statutory standards applicable to tobacco products are not intended to show, among other things, that a tobacco product is “safe” or “effective” (i.e., the standards applicable to drugs and medical devices) given that all tobacco products are not risk-free. Instead, the FDA authorizes (or not), the marketing of tobacco products as “modified risk tobacco products” in the US when they are intended to be sold with exposure modification or risk modification claims. Philip Morris International submitted a set of MRTP applications for the IQOS system. After thorough reviews, the FDA issued a modified exposure order recognizing that IQOS “significantly reduces the production of harmful or potentially harmful chemicals” and that“ switching completely from conventional 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: 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 the levels observed in smokers who switched to IQOS with levels measured in smokers who continued to smoke cigarettes.

What is the difference between IQOS as an MRTP and cigarettes?

The US FDA decisions, authorizing IQOS to be marketed with a reduced exposure information show 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.
Furthermore, scientific studies have shown that switching completely from conventional cigarettes to the IQOS system significantly 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 the levels observed in smokers who switched to IQOS with levels measured in smokers who continued to smoke cigarettes.

What is the difference between IQOS as a Modified Risk Tobacco Product 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 decisions, 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.

IQOS 3 DUO

What is new a IQOS 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.

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 the end) - two vibrations

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

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.

How can I check the charge level of the battery?

To check the charge level of the IQOS 3 Duo Pocket Charger, press & release the Pocket Charger Button.
The Pocket Charger Status light will turn ON for 3 sec to indicate battery status:
4 LEDs = more than 75% charged
1 LED = low charge. Need to charge

How does it take to fully charge the device?

IQOS 3 DUO device does not require a full charge to work, however we recommend to fully charge the device before the first usage. If the IQOS 3 DUO Pocket Charger is fully charged, you may use the Holder up to 20 times. The Holder charging time is effective only if the IQOS 3 DUO Holder is fully charged the first time or after being fully depleted.

IQOS 3 MULTI

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 (short press).
  2. The Battery Status lights will turn on and indicate the level of charge where four LEDs mean that device is more than 75% charged, while one LED means low charge and the device needs to be charged.

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 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.

What do device vibrations mean?

IQOS 3 Multi vibrations are activated in the following situations:

  • At the start of the heating (once you press the Button to start) - one vibration
  • When the device is ready to be used - two vibrations
  • When the experience is nearly complete (30 seconds prior the end of the tobacco session) - two vibrations

What do the lights on my IQOS 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 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 via free line or e-mail.
Working hours are: Monday - Saturday 9:00 am - 9:00 pm and Sunday 10:00 am - 6:00 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.

What is the optimal IQOS device functioning temperature?

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℃.

IQOS 2.4 PLUS

What is the optimal IQOS device finctioning temperature?

IQOS 2.4 Plus is designed to work in a wide range of temperatures, but tobacco stick tastes best when the device is used 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:
  1. Holder is not charged
  2. Device is outside its optimal operating temperature (10°C - 40°C)
  3. You pressed on the Holder button during usage
  4. Holder malfunction
    To resolve the issue, you may try the following:
  1. Check that the IQOS 2.4Plus Pocket Charger is switched ON and has enough power
  2. Place the Holder in the Pocket Charger and wait until it is fully charged (up to 4 minutes)
  3. Ensure your Holder’s electric contact is clean
  4. If none of the above works, perform a reset of your device
    Still no luck? Please contact Customer Care via free line or e-mail.
    Working hours are: Monday - Saturday 9:00 am - 9:00 pm and Sunday 10:00 am - 6:00 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.

What does the red light on my Pocket Charger mean?

  1. Holder light on the IQOS 2. 4Plus Pocket Charger indicates a Holder malfunction.
  2. A slowly pulsing red light while charging means that the Holder battery is reaching the end of its life cycle.
  3. 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 and make sure it is in the optimal temperature range.
Still no luck? Please contact Customer Care via free line or e-mail.
Working hours are: Monday - Saturday 9:00 am - 9:00 pm and Sunday 10:00 am - 6:00 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.

How can I reset my IQOS device?

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

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 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, where single LED means low charge level, while four LEDs means device is fully charged

How long does it take to fully charge the device?

It takes approximately 120 minutes to fully charge the IQOS 2.4 Plus Pocket Charger from an electrical outlet. Only charge IQOS 2.4 Plus device using the supplied AC Power Adaptor and USB cable.

ONLINE ORDERING

Can I pay by card upon delivery?

Yes, you can pay by card or in cash upon the delivery of your order.

Can I pay online?

No, the payment for the ordered IQOS and/or the appropriate accessories is made upon delivery, if you have selected home delivery.

What should I present when picking up the order?

Upon delivery of the order to your address, you should show the code that you received and a personal identification document.

Can I order online for someone else (for example, as a gift)?

No, all online orders must be personal.

Within how many days after I place the order will the IQOS be delivered to the defined address?

Your order will be delivered within a period of no later than 3 days.

Where can I file a product complaint?

If you have any remarks or complaints regarding the delivered products, you can contact us on the toll free number 0800 99 099 or by e-mail at: contact.mk@iqos.com, you can additionally submit your remark at our official IQOS Points of Sale.

TOBACCO STICKS

Do tobacco sticks contain nicotine?

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

Why do tobacco sticks taste different than cigarettes?

The taste of tobacco sticks is different from that of cigarettes because tobacco is heated rather than burned.
By heating the tobacco, the true taste of the tobacco is released.
Tobacco sticks are made from a specially selected blend of tobacco in order to provide tobacco taste.

What is the composition of the tobacco stick?

Ultra-compact and precisely designed, tobaco sticks consistently deliver tobacco taste, satisfaction and pleasure when heated with IQOS Device.
Tobacco part consists of the carefully selected, finely ground and specially prepared tobacco that delivers the best taste while heating. Non-tobacco part consists of:
Cooling plug - made of corn-based material also used in medical, food and beverage industries
Air flow chamber – designed to hold the tobacco plug in place and transfer the aerosol to the cooling plug.
Protective wrap – protective aluminium wrap which helps to deliver a consistent taste experience.
Filter - similar to the mouthpiece filter of a cigarette. Made of cellulose acetate.

RECOMMEND TO A FRIEND

I lost my unique code. What should I do?

Call the toll-free number 080099099 or visit the nearest IQOS store and request for an SMS message with а code to be resent to you.

Where can I spend the credit I earned?

You can spend your credit only in selected IQOS stores. A list of Points of Sale that participate in the program can be found here.

How can I share my code?

You can share your code in the way that suits you best, for example through: SMS, Viber, WhatsApp, email...

Can I spend half of the credit that I earned?

Yes. You can spend your credit in parts, divided by a value of MKD 300, which is the value of one voucher. If you spend less than MKD 300, you will not get change for the remaining amount. However, it is possible to pay the extra amount for products whose value is higher than the value of your credit.

Until when can I use the credit that I earned?

You can spend the credit that you earned within 6 months from the date of earning the credit.

Can I give the credit that I earned to another person?

No, the credit cannot be transferred. In order to use the credit, you should visit an IQOS Point of Sale and bring your mobile phone with you.

How long is my code valid for?

The code does not have an expiration date, it is valid from the day you received an SMS message with the code.

Can someone else use my credit?

No, only you.

I changed my telephone number, what should I do in this case?

You should call the IQOS Customer Care Center on 0800 99 0 99 and explain your problem to the colleagues who will help you solve it.

My friend purchased a device using my code, but I did not get any extra credit.

Please call the IQOS Customer Care Center on 0800 99 0 99 so you could check together what the problem is and solve it.

How can I unsubscribe from receiving notifications and activities?

It is very simple, you need to call the IQOS Customer Care Center on the toll-free number 0800 99 0 99 and unsubscribe from the communication.

How many times can I share the code with my friends?

You can share your code multiple times with different friends. It is very important that your friends are adult smokers who have not purchased an IQOS device to date.

Additional Support