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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

DEVICE CARE AND COMPLETE SERVICE - FAQs

You get the best IQOS taste experience when your device is clean. Remove the tobacco residue in your cap and holder regularly to ensure optimal aerosol flow and minimize residue smell.  
Clean your IQOS device regularly after 20 HEETS usage using cleaning sticks.
You will get the most of your IQOS devices’ battery and an optimal performance from your IQOS when using the IQOS originals cable and adapter.
The IQOS charger’s wattage is different to what other chargers provide. You will get the most of your IQOS devices’ battery and an optimal performance from your IQOS when using the IQOS originals cable and adapter
When it comes to the efficiency and performance of your IQOS device, it is the technology that counts. Regular firmware upgrades ensure an optimal device performance, and to ensure that your device continues to charge correctly. Visit an IQOS Experiential Space and we will be happy to help you.

Giving your IQOS device some attention will keep it in optimal condition for longer. Here are some tips for keeping things running smoothly.

  1. Clean your IQOS device regularly and use our Complete service for a professional maintenance in store.
  2. Change your holder cap every six months, or when puffs are less satisfying than your first uses.
  3. Keep your IQOS device firmware up to date for best performance.
  4. Charge your IQOS device with the original charging cables and adapters.
A comprehensive IQOS device maintenance service carried out by an IQOS expert or coach. It is designed to help you keep your IQOS 3 DUO running to its full potential. Every check-up is carried out to ensure you get the best possible IQOS experience and a satisfying tobacco taste.
Complete Service is available to all registered adult IQOS 3 DUO users, including devices that are out of warranty.
Simply bring your device with you to any IQOS Experiential Space and our experts will give your device a complete checkup.

If you prefer, the service is also available from the comfort of your home. You can easily make an appointment at a time that suits you best on iqos.com. An IQOS coach will perform the Complete service at your convenience.

You can use the service as often as you would like. Regularly cleaning and maintaining your IQOS 3 DUO device helps keep it in optimal condition for longer. We recommend to use this service every 3 to 6 months.
Complete service takes no more than 30 minutes whether delivered in IQOS Experience Spaces or at home.
Before visiting your nearest IQOS Experience Space, you can quickly evaluate the issue by using the IQOS self-diagnostic tool via iqos.com. The tool will advise you on the next steps to take. If it can be resolved during a Complete service an IQOS expert will be sure to help you after they perform the initial check-up. For example, many common issues can be fixed through a firmware upgrade and even cleaning which can be performed as part of Complete service.

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DANGER: TOBACCO IS ADDICTIVE