We are sorry that your device does not appear to be working. We have some quick steps here to help you try and get back on track. Please contact us or pop in store if you are still unsure or need further support. If your device is registered you are covered by several Customer Care benefits such as 12 month warranty (from time of purchase) and IQOS Expert support.

If you think you have a problem with your blade or need your IQOS blade to be replaced, please contact us.

You can check what the lights mean for any device type here.

We are sorry that your device does not appear to be working. We have a dedicated International Assistance team for our registered customers, who can help support you in specific countries where IQOS is commercialised. Please contact us on 00 800 2559 2559. Countries supporting International Assistance: Armenia, Albania, Bosnia, Bulgaria, Canada, Colombia, Croatia, Curacao, Cyprus, Czech Republic, Denmark, Dominican Republic, France, Germany, Greece, Guatemala, Israel, Italy, Japan, Kazakhstan, Korea, Latvia, Lithuania, Malaysia, Moldova, Netherlands, New Zealand, Palestine, Poland, Portugal, Reunion, Romania, Russia, Serbia, Slovakia, Slovenia, South Africa, Spain, Switzerland, Turkish Cyprus, UAE, Ukraine and UK.