FORGOT PASSWORD?


Continue with login
OR

FAQ

IQOS SERVICES AND SUPPORT

What is Care Plus?
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. Rapid Replacement Service: Customer friendly rapid replacement options that minimize effort 4. 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
How long does Care Plus last for?
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.
What happens if i purchases an IQOS device in a different country where the Care Plus T&C’s are accepted?
Coverage will apply in the country where the IQOS user enrolled into the program which is not necessarily the purchase country
Before IQOS CARE PLUS was launched in my market, I had already a replacement of my device for accidental reason. Will I have another chance to have my device replaced?
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
How do I terminate participation in IQOS Care Plus?
You may terminate participation at any time with immediate effect by notifying our Customer Care Call Centre by calling 0800043387
What is the IQOS Connect App?
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
How do I log into the App?
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
What is a "locate Device" feature?
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.
What is a “Store Finder” feature?
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.
How can I personalise my IQOS experience with the App?
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.
How do I pair my IQOS 2.4 Plus Device?
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.
How do I pair my IQOS 3 and IQOS 3 Multi?
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.
What should I do if I see "Device error" message?
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
How to enable and disable the Bluetooth®?
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
What to do if I have already paired my Device, but the App asks to pair it?
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.
Can I pair more than one IQOS to the App?
Yes, you can pair all your Bluetooth® enabled IQOS devices to the App.
What should I do if I see "Device error" message?
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
Is the app compatible with Android and IOS operating systems?
The app is currently only compatabible with Android devices.

Still have questions about IQOS?

We are here to help you across multiple channels

IQOS on Facebook

Visit our IQOS Facebook page
Available Monday to Friday from 8am to 7pm

IQOS SOUTH AFRICA

IQOS on Twitter

Get in touch with IQOS support on Twitter
Available Monday to Friday from 8am to 7pm

@iqos_support_za

IQOS Email Support

Send us your query
We will respond in 24 hours
Available Monday to Friday from 8am to 7pm

contact.za@iqos.com

IQOS FAQ

Find your answer online

Full FAQs available here

IQOS Phone Support

Want to speak to one of our IQOS support experts? No problem, call us at 0800 043 387
Available Monday to Friday from 8am to 7pm

DANGER: TOBACCO IS ADDICTIVE
This website contains tobacco product information and is restricted to adult smokers over the age of 18.
I confirm I am over 18 years old and require information &
support regarding the use of IQOS.
Submit
SORRY,
the laws of your country do not allow you to enter the site.