IQOS Devices - FAQs

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.
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.
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.
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.
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.
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.