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Frequently Asked Questions

FIND ANSWERS

WELCOME TO IQOS

What is IQOS?

What kind of product is IQOS?

Where can I buy IQOS?

What is the difference between IQOS and cigarettes

Is IQOS safe / risk free?

Does IQOS produce smoke?

Will IQOS help me quit smoking?

Can I use cigarettes with IQOS?

Is it allowed to use IQOS indoor?

Is IQOS safe as electronic device?

CUSTOMER CARE

If I have any questions, who should I contact?

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

How can I enroll in the personalized assistance program?

Who can enroll in the personalized program?

What should I do if my IQOS is not functioning?

How should I clean my IQOS?

How to clean my IQOS Cleaning tool?

How often should I clean my IQOS?

What are the optimal IQOS storage conditions?

What are the benefits of IQOS registration?

How can easily register my IQOS?

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 IQOS as an MRTP and cigarettes?

What is the difference between IQOS as a Modified Risk Tobacco Product and vaping products?

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

IQOS 3 DUO

What is new a IQOS ProtectPlus™ System?

What is the optimal IQOS 3 DUO device functioning temperature?

What do device vibrations mean?

How to check the Holder status for available uses?

How can I reset my IQOS 3 DUO device?

How can I check the charge level of the battery?

How does it take to fully charge the device?

IQOS 2.4 PLUS

What is the optimal IQOS device finctioning temperature?

What does the red light on my Holder mean?

What does the red light on my Pocket Charger mean?

How can I reset my IQOS device?

What do device vibrations mean?

How can I check the charge level of the battery?

How long does it take to fully charge the device?

ONLINE ORDERING

Can I pay by card upon delivery?

Can I pay online?

What should I present when picking up the order?

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

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

Where can I file a product complaint?

TOBACCO STICKS

Do tobacco sticks contain nicotine?

Why do tobacco sticks taste different than cigarettes?

What is the composition of the tobacco stick?

RECOMMEND TO A FRIEND

I lost my unique code. What should I do?

Where can I spend the credit I earned?

How can I share my code?

Can I spend half of the credit that I earned?

Until when can I use the credit that I earned?

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

How long is my code valid for?

Can someone else use my credit?

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

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

How can I unsubscribe from receiving notifications and activities?

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

Additional Support