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FAQ

IQOS GENERAL

Where can I buy IQOS?

You can buy the IQOS device at any official IQOS kiosk or authorized re-seller which you can find on our Store Finder feature. Please click here to access the Store Finder: Stores

Do weather condictions affect functioning of IQOS device?

IQOS is designed to work in a wide range of temperatures, but the tobacco stick tastes best when the IQOS 3.0 and IQOS Multi is used at temperatures between 0℃ and 50℃ and the 2.4 and 2.4 Plus between 10℃ and 40℃. Keep IQOS away from water, direct sunlight and/or heat. Do not leave the Device for a long time in a hot place such as inside a car as the lithium-ion battery or electric circuit board may be damaged, or significantly deteriorated.

Is product safety guarenteed for the Device as an electrical appliance?

The IQOS Device is designed to be used with safety in mind, on the condition that it is operated in accordance with the instructions in the manual. Caution and care must be exercised when using or maintaining any personal electronic product. The IQOS Device and accessories have passed all regulations as specified by the relevant authorities (as measured through the relevant procedures) and meets the technical requirements of all propagated technical regulations.

5 quick steps to resolve device issues

Step 1: Physically clean your Device Step 2: Check the battery contact areas for any residue Step 3: Check your faulty component with a working Device Step 4: Perform a soft reset Setp 5: If steps 1-4 do not work, please contact us at the call center on 0800 043 387, by email at contact.za@iqos.com, or contact us through one of our Social Media Customer Support pages at IQOS South Africa on Facebook and @iqos_support_za on Twitter (https://za.iqos.com/contact-us). Alternatively, you can visit one of our IQOS kiosks or stores where they will perform device diagnostics https://za.iqos.com/stores.

What should I do if my IQOS device is not functioning?

When your Device is faulty you are welcome to inform us at the call center on 0800 043 387, by email at contact.za@iqos.com, or contact us through one of our Social Media Customer Support pages at IQOS South Africa on Facebook and @iqos_support_za on Twitter. Alternatively, you can visit one of our IQOS kiosks where they will perform device diagnostics https://za.iqos.com/stores. Please click here to contact us: https://za.iqos.com/contact-us

What parts of IQOS need to be replaced on a regular basis? How often should I replace

In cases where you are experiencing a possible Device malfunction, you will be entitled to a replacement during your warranty of the Holder or Pocket Charger, whichever might be experiencing an issue. Under the warranty, you will be entitled to a replacement within the first 12 months of purchase. The warranty is activated automatically upon registration. Alternatively you can register with our call centre on 0800 043 387, or at any one of our IQOS kiosks or stores, https://za.iqos.com/stores. Please click here to contact us: https://za.iqos.com/contact-us

What are the optimal IQOS storage conditions?

Keep IQOS away from water, direct sunlight and/or heat. Do not leave 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.

Can I use a damp Device?

Should your IQOS Device get wet, please do not use it, as moisture can cause damage to the IQOS Device. Please make sure that the IQOS Device is completely dry before you use it.

Is it possible to recharge the Pocket Charger without the Holder inside?

Yes. You can recharge the IQOS Pocket Charger with the IQOS Holder both in or out.

How to clean my IQOS?

You can easily clean your IQOS™ Holder and Cap in few steps: IQOS Holder: • Prepare 1. switch off your IQOS Holder 2. wait for at least 30 seconds to cool down the blade 3. remove the cap 4. slide open your IQOS Cleaning Tool and check if it is not deformed and free of particles • Insert 1. with a straight and gentle gesture, insert the IQOS Cleaning Tool till it touches the bottom of the heating chamber 2. do not twist yet • Clean 1. without any further pushing pressure, gently twist IQOS™ Cleaning Tool 2-3 times 2. stop twisting, and extract the Tool straight from the Holder 3. gently tap the Holder and the Cleaning Tool to remove the tobacco residuals • Finalize – use the IQOS™ Cleaning Sticks as a finishing touch. 1. insert the IQOS™ Cleaning Stick straight along the chamber 2. do not push or hit against the blade 3. do not attempt to clean the blade 4. in case IQOS™ Cleaning Stick is blocked, do not force. Simply use again the IQOS Cleanig Tool and repeat the above steps. IQOS Cap: 1. Clean the inside of the IQOS™ Cap from the top with the IQOS™ Cleaning Sticks 2. Clean the bottom of the Cap with the IQOS™ Cleaning Tool: a. Insert the IQOS™ Cleaning Tool till it touches the bottom of the Cap b. Without extra push, gently twist the IQOS™ Cleaning Tool 2 - 3 times c. Stop twisting, and gently tap both the cap and the IQOS™ Cleaning Tool to remove tobacco residuals.

How to clean the IQOS Cleaning Tool?

Gently tap the IQOS™ Cleaning Tool on a surface and use a cloth to get rid of the residues. Do not clean it with water to avoid any humid contact with the electronics of the IQOS™ Holder.

How often should I clean my IQOS?

To ensure the flavour and consistency of tobacco sticks, the IQOS Holder must be kept clean. Automatic cleaning of the IQOS Holder Heating Blade occurs after every 20 sessions. In addition to this, we recommend to carry out manual cleaning of the IQOS Holder after every 20 tobacco sticks used or once a day , whichever comes first. Always ensure that the Holder is cool when cleaning with the Cleaning Brushes.

How do I remove the tobacco stick?

The tobacco stick cannot just be pulled out as this will leave the tobacco behind in the holder. To properly remove the tobacco stick, lift the Cap by pulling it upwards and away from the bottom part of the holder. Do not press any buttons when lifting the cap. The Cap only needs to be released, not fully removed and then you remove the tobacco stick from the Holder. Pop the Cap back into place, without twisting and replace into the Pocket Charger to ensure it charges before you can use it again. Once a tobacco stick has been heated, you will not be able to use it again and need to discard it. Even if you stopped the experience before it was fully completed, you will not be able to reuse the already heated tobacco stick.

What happens if the tobacco plug is stuck in the Cap?

To remove the tobacco stick, slide the Cap upwards, then remove the used tobacco stick. If the tobacco plug is stuck in your Cap, remove by gently tapping the Cap on a hard surface to extract the tobacco plug, or by using a Cleaning Pin.

Could there be any cases, that the Device turns off while I am using it?

During the usage, normally, no. The Device will start the experience if it has enough energy for at least one experience. It will not start if there is not enough power for one experience

The tobacco stick duration is too short?

If you puff rapidly, the duration will be shorter as the Holder is designed for 6 minutes or 14 puffs, whichever comes first. Try to pace yourself between puffs. When you activate the Holder, wait for the solid white light before using it, you can then use a tobacco stick for 6 minutes or 14 puffs, whichever comes first. If you are still having problems it might be time to replace your Holder as the battery may have reached its end of life cycle. Please contact Customer Care. You can call us at the call center on 0800 043 387, email us at contact.za@iqos.com, or contact us through one of our Social Media Customer Support pages at IQOS South Africa on Facebook and @iqos_support_za on Twitter. Alternativelty, you can visit us at one of our IQOS kiosks or stores https://za.iqos.com/stores. Please click here to contact us: https://za.iqos.com/contact-us

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