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Our most popular FAQs

FAQ's

Device issues

My IQOS device is not working, what I can I do?
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.
How can I replace a broken IQOS blade?
If you think you have a problem with your blade or need your IQOS blade to be replaced, please contact us.
What do the lights on my IQOS device mean?
You can check what the lights mean for any device type here.
I am abroad and my IQOS device is not working, what can I do?
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.

THESE PRODUCTS ARE NOT RISK-FREE AND ARE ADDICTIVE. FOR ADULT USE ONLY.
This website contains tobacco product information and is restricted to smokers over the age of 18.
Are you over 18 and a smoker?
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the laws of your country do not allow you to enter the site.