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Our most popular FAQs


Account details

How do I register my IQOS device?
Sign in to your account, where you can register your device. You will need to have registered as a user online or in store before you can register your product.
How do I sign in?
To sign in, simply click on the “Sign In” button on the top right of the page and enter the email address and password that you used to register.
Where can I register?
You can register on this website by completing your details here. This process will verify that you are 18 years old and over. Alternatively, you can register for an account in the IQOS store.
Why do I need to register?
Registration is mandatory if you purchase online or over the phone. This is required because we need to verify that you are of the legal age of 18 or over before we can sell our products to you. You can purchase IQOS devices (but not HEETS) in store without registering provided that you can prove you are 18 or over.

As a registered IQOS user, you will be able to order via our complimentary next-day delivery service. Request repeat purchases, track your orders, view your order history, and request returns and refunds via IQOS Care.

In addition if you opt-in for communications, you will be able to benefit from:

• Dedicated support to get you started and help you with your IQOS journey (Does not apply to IQOS MESH).

• Communication to keep you up to date with IQOS news and the latest product information

How do I pass age-verification?
Please send an email to including a copy of your driving licence or passport.
Why did I fail age-verification?
Purchasing tobacco in the UK requires you to be over the age of 18. As you are attempting to purchase tobacco online, we must verify that you are over the age of 18 before we can process your order. There are many reasons why you might fail but the most common reasons are if you have just moved to a new house, are not registered to vote, do not have a UK bank account or have changed your name.
Why do I need to verify my age?
IQOS and IQOS MESH is used with HEETS tobacco sticks and nicotine capsules respectively which is a tobacco product. You have to be 18 years or above to use this product.
How do you use my personal information?
Your information is solely used by Philip Morris Companies to communicate with you about IQOS. Your information will not be used for any other purposes. If you chose to opt in to communications, your information will be shared with PMI Research and we will also contact you about IQOS and other products and services which may be of interest to you. You can opt out of communications at any time through your account, or by calling IQOS Care .

For more information on how we use your personal information please read our privacy policy.
Do you store my card details?
We do not store your payment details except for the Try Before you Buy transactions. For further details please refer to our Terms and Conditions
How do I change my password/email?
To change your password or email sign in to your account, where you can edit your profile.
I’ve forgotten my email/password, what do I do?
If you have forgotten your password you can reset it by clicking on the 'Forgot password?' link on the login page. If you have forgotten your email address, please contact IQOS Care.
How do I delete my account?
If you wish to delete your account, please sign in to your account, where you can edit your profile and delete your account.

Unsure? Contact us.

Our dedicated UK based Customer Care team is here 7 days a week for you.
Monday to Friday 8am to 10pm
Saturday and Sunday 10am to 6pm
Our Online support pages are available 24/7. You can find them here.

This website contains tobacco product information and is restricted to smokers over the age of 18.
Are you over 18 and a smoker?
the laws of your country do not allow you to enter the site.