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Our most popular FAQs

FAQ's

IQOS Devices

How do I use my IQOS device?
If you are looking for tips on how to get started, you can find some useful guidance and videos here. If you are still unsure, pop into one of our stores or contact us to discuss.
Where can I find a user guide for my device?
Each device comes with a user guide inside the box. If you cannot find your user guide you can find one for each IQOS device here.
What should I do if my IQOS device is not functioning?
If your IQOS device is not working, you can perform a reset or go through our diagnostics by following these instructions.. Still no luck? Please contact Customer Care.
Is IQOS safe as an electronic device?
Your IQOS Holder and Pocket Charger are safe as electronic devices when used in accordance with the instructions in the Quick Start Guide. For more details refer to the User Guide. They both comply with the EU consumer electronic safety requirements indicated by the “CE" (European Conformity) symbols on the packaging.
What are the optimal IQOS storage conditions?
Keep your IQOS away from water, direct sunlight and/or heat. Do not leave your IQOS device for extended period of time in a hot place, such as inside a car, as the battery or electronics may be damaged or significantly deteriorated.

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

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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