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Are you experiencing any issues with your IQOS device?
We are here to help!
First steps with any IQOS device issues:
1. Reset your IQOS device:
Sometimes, a simple reset can resolve many issues. Turn off your IQOS device, press the button for 10 seconds, then release. All the lights will turn OFF, blink twice, and turn on again to confirm a RESET. That's it, you're done.
2. Update your IQOS device via the
IQOS App:
Ensure your IQOS device has the latest software updates. Open the IQOS App, go to settings, and check for updates. Follow the instructions to update your IQOS device.
3. Troubleshoot using our online tool:
Visit our troubleshooting page and follow the step-by-step guide to diagnose and fix common problems.
For more information visit our FAQs
For more information visit our FAQs
Still having issues?
If your IQOS device still isn't working after following the steps above, we can help.
Contact our Customer Care Team
Reach out to us at 0800 - 990 0000 for further assistance.
Make sure your device is registered with us here.
This helps us provide better support and check if your device is eligible for a replacement.
Eligibility Check
Our Customer Care team will help you determine if your device qualifies for a replacement based on the warranty and issue.
Replacement Options*
Home Delivery
You can request a replacement device delivered to your home within 2-3 days. To receive the replacement, you will need to return your old device at the time of delivery.
In-Store
You can get a replacement IQOS device at one of our service stores. Visit our service locator to find the nearest service store.
*Eligibility for replacement must be confirmed by Customer Care Team
88% of IQOS adults users would like to do more to reduce their impact on the environment. And you?
IQOS is committed to reducing waste generated from our products and maximizing recycling efforts. Join us in our sustainability initiatives by reducing your waste and sending back unused devices for recycling. Learn more here.
Something we haven't covered?
There are several ways you can reach us.
Available everyday from 10:00 to 19:00.
