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IQOS SERVICES AND SUPPORT

IQOS Care Plus is a program which offers services for all LAU who have registered their device/s that are within warranty. The services involve: 1. IQOS Coach: Dedicated remote personal assistance by trained personnel 2. Accidental Damage: Free replacement in case of an accident via different replacement channels* 3. International Assistance: Support and replacement options in selected countries when traveling abroad for uninterrupted IQOS experience *Terms and conditions apply. For more info see terms and conditions
Care Plus coverage applies with the duration of the warranty of the device. From the date of purchase, a registered device has a warranty of one year.
Coverage will apply in the country where the IQOS user enrolled into the program which is not necessarily the purchase country
According to IQOS CARE PLUS conditions, only one accidental damage claim can be done by registered device during the duration of the IQOS voluntary warranty period. Previous replacements do not affect your coverage According to IQOS CARE PLUS conditions, only one accidental damage claim can be done by registered device during the duration of the IQOS voluntary warranty period. Previous replacements do not affect your coverage
You may terminate participation at any time with immediate effect by notifying our Customer Care Call Centre by calling 0800043387
The IQOS Connect App supports adult IQOS users to offer the holistic experience. It enables adult users to personalise their IQOS experience. It is currently only available for Android devices. It offers such features as: 1. Connectivity to Phone, 2. Automatic Device Registration upon log-in, 3. Device management (error diagnosis, battery status, support), 4. Haptics (vibration) settings, 5. Store Finder, 6. Languages & notification management, 7.FAQs (with video content), 8. Locate Device, 9. Notifications
You can use the log-in option in the App with your account credentials from iqos.com. If you are not yet registered, you will be re-directed to iqos.com for registration
1. This feature triggers Device vibration to locate the Device. 2. To quickly locate your device, navigate to Device Settings in the App and activate Locate Device. 3. Your Device can be recognised by your phone within the range of 15-30 meters. 4. If the Device is within this range, it will start vibrating at a frequency that helps you find it. 5. If the Device is outside this range, a map will help you identify the last location of your Device.
Store Finder helps locate points of sales for IQOS Devices, tobacco sticks, and IQOS Accessories on a map. There, you will be able to find the address of the store, telephone number and opening hours.
The IQOS Connect App enables you to personalize the vibration settings and notifications of your IQOS devices. You can turn on and off the IQOS Holder vibrations inside the Device Settings page. You can manage IQOS notifications inside the App Settings menu.
Press the Bluetooth® button on your IQOS 2.4 Plus for 4 seconds to enable Bluetooth®. When your IQOS 2.4 Plus is in the pairing mode, follow the instructions on the screen. IQOS indicates that it entered the pairing mode by flashing the LED light next to the button in regular intervals. An irregular flashing pattern means that the device has failed to enter the pairing mode and pairing will not happen. Please leave your IQOS Pocket Charger closed for at least 1 minute and retry.
Enter the pairing mode by selecting “Add a device” and follow the instructions on the screen. Before pairing, turn off your IQOS device and then turn it back on. To do so: 1. For the IQOS 3 - press the Pocket Charger Button for 4 seconds, then release. 2. For the IQOS 3 Multi - press the button for 4 seconds, then release.
Please check the device Notification log for further instructions (tap on the Notification and follow the instructions on the screen). If the error message suggests resetting your IQOS, you can reset the device either through the Device Setting menu in the App or re-set directly on the device*. If the error message suggests contacting us, you are welcome to inform us at the call center on 0800 043 387, or contact us through one of our Social Media Customer Support pages at IQOS South Africa on Facebook and @iqos_support_za on Twitter
For IQOS 2.4 Plus: press the Bluetooth® button for 4 seconds. For IQOS 3 and IQOS 3 Multi: turn on or off your IQOS Device accordingly
You may receive the message – “we detected an IQOS Device that was already been added to your Bluetooth® settings”. This means that the App has detected a Device that you have already paired. Please select “Add a Device” and proceed with pairing.
Yes, you can pair all your Bluetooth® enabled IQOS devices to the App.
Please check the device Notification log for further instructions (tap on the Notification and follow the instructions on the screen). If the error message suggests resetting your IQOS, you can reset the device either through the Device Setting menu in the App or re-set directly on the device*. If the error message suggests contacting us, you are welcome to inform us at the call center on 0800 043 387, or contact us through one of our Social Media Customer Support pages at IQOS South Africa on Facebook and @iqos_support_za on Twitter
The app is currently only compatabible with Android devices.

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This website contains information about our smoke-free products and we need your age to make sure that you are an adult in South Africa 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 of this website for further risk information