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Our most popular FAQs


Device issues

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.

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.

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Smoke-free products are not risk-free. They contain nicotine, which is addictive. Smoke-free products are intended for adult use only. For more risk information, click here.

Please enter your date of birth to confirm you are an adult user of nicotine or tobacco products.


This website is intended only for users of nicotine or tobacco products who are over 18.

This website is restricted to adults in the United Kingdom who would otherwise continue to smoke or use nicotine products. Our nicotine and tobacco products are not an alternative to quitting and are not designed as cessation aids. They are not risk-free. They contain nicotine, which is addictive. Only for use by adults. Please visit the Important Information page for further risk information.