Get to know your IQOS device - FAQs

The IQOS Holder and Pocket Charger are designed to be safe electronic devices, when you follow the instructions in the User Guide.

They both comply with the EU consumer electronic safety requirements, shown by the “CE" (European Conformity) symbols on the packaging. You’ll find more details in the User Guide.
If you have problems with IQOS, you might be able to solve it faster than you think. Get quick online diagnostics to fix the most common problems. Select your device for diagnostics and follow instructions.

If a quick device diagnosis does not help to fix it, please contact the IQOS Customer Support. The warranty for any IQOS device is valid during 12 months from the date of purchase. Read more information about the warranty in "All about the IQOS warranty"

If you still have questions about the warranty service, please contact Customer Support:
IQOS contant center: 4767 or 0800 507 807
Working hours: 09:30 - 21:30, every day
or ask for assistance at the nearest IQOS store.
Keep your IQOS device away from water, direct sunlight and heat. We suggest you don’t leave your IQOS device for extended periods of time in a hot place, such as inside a car, as this could damage the battery or electronics inside.
This product is not risk free and provides nicotine, which is addictive. Only for use by adults.

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


You must be 18 or over to access materials on this site

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This website has information about smoke-free products, which are for adults who would otherwise continue to smoke or use other nicotine products in Ukraine. PMI’s smoke-free products are not an alternative to quitting and are not designed as cessation aids.