Frequently Asked Questions

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.

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.

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.

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.

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
Step 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 Contact us.
Alternatively, you can visit one of our IQOS kiosks or stores where they will perform device diagnostics.

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 IQOS kiosks or stores or please click here to contact us.

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 or please click here to contact us.

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.

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.

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

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 Cleaning 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.

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.

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.

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.

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.

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.

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 or please click here to contact us.

• We have changed the name to IQOS ORIGINALS, since we believe that it better suits IQOS.
• Original, because it provides the same real tobacco taste and satisfaction.
• Original, because it comes with the same tried-and-trusted HEATCONTROL TECHNOLOGY with a unique ceramic blade that has helped make IQOS the No.1 heated tobacco product* and choice for 13.5 million adult smokers around the world**.
* PMI global estimate of total In-Market Sales of Heated Tobacco category in units as of December 2021 (excluding China and US).
**As of September 30, 2022, PMI estimates that approximately 13.5 million adults around the world, excluding Russia and Ukraine, had already switched to IQOS and stopped smoking. IQOS user metrics reflect PMI estimates, which are based on consumer claims and sample-based statistical assessments with an average margin of error of +/-5% at a 95% Confidence Interval in key volume markets. The accuracy and reliability of IQOS user metrics may vary based on individual market maturity and availability of information.

• IQOS ORIGINALS DUO is the new name for IQOS 3 DUO.
• IQOS ORIGINALS DUO comes in the same form as its predecessor, providing the same real tobacco taste, but with new colour options and new accessories.

• IQOS ORIGINALS ONE is a compact, easy-to-use, all-in-one device, that fits in your pocket, providing real tobacco taste for up to 20 experiences on one full charge including 3 consecutive uses.
• This simple form and iconic design contain our HEATCONTROLTM TECHNOLOGY with a unique flat, wide ceramic blade incorporating platinum and gold tracks. This optimally heats the tobacco from the inside releasing real tobacco taste and cigarette-like satisfaction.
• IQOS ORIGINALS ONE is available in four vibrant colours: Scarlet, Silver, Turquoise and Slate.

• Both IQOS ORIGINALS DUO and ORIGINALS ONE are available in four vibrant colours: Scarlet, Silver, Turquoise and Slate.
• Both devices use our HEATCONTROLTM TECHNOLOGY and a unique ceramic blade to optimally heat tobacco from the inside. This blade with platinum and gold tracks inserts into the HEETS tobacco stick so its wide surface touches the tobacco optimally heating it, providing cigarette-like satisfaction.
• IQOS ORIGINALS ONE is a compact, lightweight easy-to-use, all-in-one device, that fits in your pocket offering up to 20 experiences including 3 consecutive uses on one full charge.
• IQOS ORIGINALS DUO is the new name of our IQOS 3 DUO device.
• The Pocket Charger houses our most compact lightweight Holder yet which can give up to 20 experiences including 2 consecutive uses on one full charge.
• You have hundreds of customisation options for IQOS ORIGINALS DUO with a range of accessories including more colour options for caps, doors and sleeves.
• What is more, the dual cleaning tool can help clean around the blade of your IQOS ORIGINALS device even more effectively.

• Both devices offer cigarette-like satisfaction and real tobacco taste.
• Both use our HEATCONTROLTM TECHNOLOGY and a unique flat wide ceramic blade that optimally heats the tobacco from the inside.
• The main differences are the form and number of consecutive uses. IQOS ORIGINALS ONE is an all-in-one compact device that offers up to 3 consecutive uses, whereas IQOS ORIGINALS DUO features a Holder and Pocket Charger delivering up to 2 consecutive uses.
• Both devices can be customised with accessories, while IQOS ORIGINALS DUO offers an enhanced range of coloured doors and caps.

• Both IQOS ORIGINALS devices contain our patented HEATCONTROLTM TECHNOLOGY, using our unique ceramic blade to heat the tobacco from the inside.
• This blade with platinum and gold tracks inserts into the HEETS tobacco stick so its wide surface touches the tobacco, optimally heating it to a temperature below that of combustion. This releases a real tobacco taste, providing cigarette-like satisfaction without producing smoke or ash.

• IQOS ORIGINALS devices are designed to work exclusively with HEETS tobacco sticks. The device’s flat, wide ceramic blade optimally heats the tobacco, releasing tobacco vapour to give you cigarette-like satisfaction.
• You can explore the HEETS range of tobacco sticks and choose those that best suit your personal taste.

• The IQOS ORIGINALS devices are available in four vibrant colours: Silver, Slate, Scarlet and Turquoise.

The IQOS 3 DUO has our fastest and most powerful Holder within IQOS family. Inspired by our customers, it has been designed around your needs to enjoy the IQOS moment your way: - It enables to enjoy two consecutive uses without Holder recharging - Faster Holder charging allows you to focus on your enjoyment and not worry about recharge:
• At least 2min 20sec faster than charging the Holder of IQOS 2.4 Plus*
• At least 1min 40sec faster than charging the Holder of IQOS 3*
It hosts our IQOS ProtectPlus™ System for better protection and reliability and NFC chip for easy registration and access to IQOS website

*Provided IQOS 3 DUO Holder is fully charged the first time or when fully depleted; and applicable for charging IQOS 3 DUO Holder from 0 to 1 use. It may depend on conditions of use, on battery lifecycle, weather conditions and device usage.

To check the charge level of the IQOS 3 Duo Pocket Charger, press & release the Pocket Charger Button. The Pocket Charger Status light will turn ON for 3 sec to indicate battery status: 4 LEDs = more than 75% charged 1 LED = low charge. Need to charge

It takes approximately 120 minutes to fully charge the IQOS 3 DUO Pocket Charger from an electrical outlet. Only charge IQOS 3 DUO device using IQOS AC Power Adaptor and USB cable.

IQOS 3 DUO device does not require a full charge to work, however we recommend to fully charge the device before the first usage. If the IQOS 3 DUO Pocket Charger is fully charged, you may use the Holder up to 20 times. The Holder charging time is effective only if the IQOS 3 DUO Holder is fully charged the first time or after being fully depleted.

No, the new IQOS 3 DUO Pocket Charger is only compatible with IQOS 3. If you insert the IQOS™ 2.4+ Holder into the IQOS 3DUO Pocket Charger, the Holder will not fit because of different size. If you accidentally insert the IQOS 3 DUO Holder in the IQOS™ 2.4+ Pocket Charger, the Pocket Charger lights will start blinking, however, the Holder won’t charge.

You can use the IQOS AC Power Adaptor from the previous device versions. However, IQOS 3 DUO USB cable hosts a USB-C port, which is different from that of IQOS™ 2.4+

You can check the Holder status (how many uses are available without recharge) in two ways – either on the Holder itself or on the Pocket Charger: To check the status on the Holder: - Press & release the Button of the Holder:
o 2 lights – ready for two uses
o 1 light – ready for one use
o No light – Holder not charged
To check the Holder status on the Pocket Charger: - Press & release the Pocket Charger Button - 2 lights – ready for two uses - 1 light – ready for one use On IQOS 3 DUO P. Charger On IQOS 3 P. Charger*

*For those customers who use a mixed version of IQOS 3 DUO Holder in the IQOS 3 Pocket Charger. In some cases it may be required to upgrade the firmware of IQOS 3 Pocket Charger to know when the Holder is ready for 1 use.

IQOS 3 DUO enables to have two consecutive uses without Holder recharge. They will be indicated by the two white LED lights on your Holder and Pocket Charger. Once you have finished the first use, there will be only one light left, i.e. 2 LEDs on – 2 uses ready, 1 LED – 1 use. If you need the second use right away, your Holder is instantly ready for it. If you do not need the second use right away, simply put the Holder back in the Pocket Charger for a quick recharge to have 2 uses back again. In most cases, you can charge Holder back to at least one experience faster than Holder.

IQOS 3 DUO Holder vibrations are activated in the following situations: - At the start of the heating (once you press the Holder Button to start) - one vibration - When the device is ready to be used – two vibrations - When the experience is nearly complete (30 seconds prior the end) - two vibrations - When the experience is nearly complete (30 seconds prior the end of the tobacco session) - two vibrations

IQOS 3 DUO is designed to work in a wide range of temperatures, but HEETSTM tobacco stick tastes best when the device is used between 0°C and 50°C.

IQOS ProtectPlus™ introduces a number of improved features related to design and technology to redefine the concept of protection and reliability of IQOS 3™:
• robust outer shell improves shock resistance of the device
• new side door opening tested to guarantee reliable device performance
• new technology provides longer battery life
• electronic chamber* of your IQOS 3™ Holder has been redesigned for improved device reliability

*Electronic chamber refers to the area of the IQOS™ Holder, where the electronic elements are located.

You can easily reset your IQOS 3 DUO device by pressing and holding the Pocket Charger Button for 10 seconds (until lights fade out), then releasing. All Status Lights will turn OFF, blink three times, and progressively fade in, to confirm the RESET.

Rotate the Lid counter-clockwise to open the Device and insert the tobacco stick. To start heating, insert and gently press the tobacco stick to the line on the filter. Then, press the Button for 1 second until the Device vibrates and Status Light pulses white. Important: if the lid is not fully opened, the heating will NOT start and the Device will not vibrate. You will be able to start using IQOS 3 Multi when it vibrates twice and Status Light is solid white. Before the last 30 seconds of the tobacco session, IQOS 3 Multi will vibrate twice and Button & Status Light will fade out. Only when the light switches off does this mean your experience has ended and you can now proceed to remove the tobacco stick. Please follow the link to watch a video on how to use the IQOS 3 Multi.

You can easily check the charge level by following these simple steps:
1. Press IQOS 3 MULTI Button for 1 second (short press)
2. The Battery Status lights will turn on and indicate the level of charge: 4 LEDs = more than 75% charged 1 LED = low charge. Need to charge

It takes approximately 75 minutes to fully charge the IQOS 3 Multi from an electrical outlet. Only charge IQOS 3 Multi device using supplied AC Power Adaptor and USB cable.

The IQOS 3 MULTI device does not require a full charge to work, however, we recommend to fully charge the device before the first usage. If the device is fully charged, you may use it up to 10 back-to-back sessions without recharging.

You can easily reset your IQOS 3 Multi device by pressing and holding the Button for 10 seconds and then releasing. The lights will fade in and out to confirm a reset.

IQOS 3 Multi vibrations are activated in the following situations: - At the start of the heating (once you press the Button to start) - one vibration - When the device is ready to be used - 2 vibrations - When the experience is nearly complete (30 seconds prior the end of the tobacco session) - 2 vibrations

Any white light indicates that the Device performs various operations, like charging, re-initialization, ready to use, fully charged etc. Any red light indicates that there is a Device error. If the button light blinks white twice it means it is outside operating temperature (0°C/50°C). Wait until the Device is within temperature limits (0 - 50°C) If the Button light blinks red - there may be a Broken Heating Blade or Device maulfunction.To resolve this issue:
Step 1. Check that the IQOS 3 Multi is switched ON and has enough power
Step 2: Perform a reset of your Device and try again. Please follow the link for more information on Troubleshooting:
Step 3: Still no luck? Please contact Customer Care by calling us on 0800 043 38, email us at contact.za@iqos.com, or use our social media channels, IQOS South Africa on Facebook and @iqos_support_za on Twitter or Contact Us.
Alternatively ask for assistance at the nearest IQOS kiosk or store

IQOS 3 MULTI is designed to work in a wide range of temperatures, but HEETS tobacco stick tastes best when the device is used between 0℃ and 50℃.

If you have issues starting your session, there might be several reasons. Please check the following.
1. Ensure the Cap is fully closed. Remove the Cap completely and gently place it back on, without forcing it down.
2. Ensure the Lid is fully opened prior to pressing the Button to start the heating.
3. Ensure the Blade is cleaned and there are no tobacco residues that prevent the Cap from being fully closed -> clean both the Device and the Cap.
4. Ensure the Device is turned ON and that the Battery Status LED's has at least one LED staying solid white (not pulsing).
5. Connect to an electrical outlet with the lid closed (no laptop USB ports) for at least 30 seconds (no tobacco stick inserted).
6. Then verify if the Device functions by opening the lid and pressing for 2 seconds.
7. If still no lights, turn on, keep the Device charging for 30 minutes. Please follow the link for more information on Troubleshooting:
8. Still no luck? Please contact our Customer Care: by phone 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 or Contact Us. Alternatively ask for assistance at the nearest IQOS kiosk or store

In order to experience the taste of tobacco without burning it, you must remove your IQOS Holder from the Pocket Charger and insert a tobacco stick. After you have inserted the tobacco stick press the Holder Button for a few seconds until the Holder vibrates and the light pulses white and then remove your finger from the Button. You can start using your IQOS 3 device once the Holder vibrates twice and the light is solid white. Without pressing any buttons, take a puff like you would with your cigarette. The experience will last around 6 minutes or 14 puffs, whichever comes first and will also depend on how you use it. The harder you draw, the faster you will reach the end of your experience. The Device will vibrate twice to indicate that you are coming close to the end of your experience and this means you have around two puffs left or 30 seconds. Only when the light switches off does this mean your experience has ended and you can now proceed to remove the tobacco stick.

You can easily check the charge level by following these simple steps:
1. Press Pocket Charger Button for 1 second (short press)
2. The Battery Status lights will turn on and indicate the level of charge.

The Pocket Charger does not require a full charge to work, however we recommend fully charging the Pocket Charger before the first usage. It will take approximately 120 minutes and charging the Holder within the Pocket Charger takes up to 3.5 minutes between each use of a tobacco stick. Insert link on how to charge my Device

It takes approximately 120 minutes to fully charge the IQOS 3 Pocket Charger from an electrical outlet. Only charge IQOS 3 device using supplied AC Power Adaptor and USB cable.

The IQOS 3 device does not require a full charge to work. If the IQOS 3 Pocket Charger is fully charged you may use the holder up to 20 times.

The Holder can only be used once with each tobacco stick and needs to be recharged between each tobacco stick used. Place the Holder in the Pocket Charger and then close the door to charge. Flashing white light will indicate charging.

No, the new IQOS 3 Pocket Charger is not compatible with the previous versions. If you insert the 2.4/2.4 Plus Holder into the IQOS 3 Pocket Charger, the Holder will not charge because of the different size. The IQOS 3 Holder cannot be inserted into 2.4 /2.4 Plus Pocket Charger because of the different size.

You can use the IQOS AC Power Adaptor from the previous Device versions. However, IQOS 3 USB cable hosts a USB-C port, which is different from the previous versions.

To clean, slide the Cap upward and remove completely. Insert the IQOS Cleaning Tool and rotate gently. To avoid breaking the Heater Blade employ a gentle circular motion when using the IQOS Cleaning Stick. Clean daily for optimal experience.

You can easily reset your IQOS 3 Device by pressing and holding the Pocket Charger Button for 10 seconds and then releasing. Battery Status light will fade in, blink twice, and then progressively fade in to confirm a reset.

Holder vibrations are activated in the following situations: First vibration: At the start of heating (once you press the Holder button to start) Second vibration : When the Holder is ready to be used. Third vibration: When the experience is nearly complete (30 seconds prior the end)

Any white light indicates that the Device performs various operations, like charging, re-initialization, ready to use, fully charged etc. If there are 2 white blinks - the Device is outside operating temperature (0°C-50°C). Wait until the Device is within temperature limits (0 - 50°C). A red blinking light can occur on the bottom Charger Light indicator. To resolve the issue, you may try the following:
Step 1. Check that the IQOS 3.0 Pocket Charger is switched ON and has enough power
Step 2. Perform a reset of your Device.
Step 3. Still no luck? Please contact Customer Care by calling us at 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 (Contact us) or Alternatively ask for assistance at the nearest IQOS kiosk or store.

Any white light indicates that the Device performs various operations, like charging, re-initialization, ready to use, fully charged etc. A red blinking Holder light can mean that the Heating Blade is broken or it may be a Holder malfunction. If the IQOS 3 Holder is inserted upside down in the Pocket Charger, there won’t be any LED indication of the Holder presence. Therefore, the IQOS 3 Holder won’t be charging.
Please, ensure you put it in the right way. To resolve any issues, you may have, try the following:
Step 1. Check that the IQOS 3.0 Pocket Charger is switched ON and has enough power
Step 2. Place the Holder in the Pocket Charger and wait until it is fully charged (up to 3.5 minutes)
Step 3: Physically clean the device
Step 4. Ensure your Holder’s electric contact is clean
Step 5. If none of the above works, perform a reset of your device.
Step 6. Still no luck? Please contact Customer Support 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 (Contact us) or
Alternatively ask for assistance at the nearest IQOS kiosk or store

IQOS 3 is designed to work in a wide range of temperatures, but tobacco stick tastes best when the Device is used between 0℃ and 50℃.

ProtectPlus™ System hosts a number of technological improvements: - robust outer shell improves shock resistance of the device - new side door opening tested to guarantee reliable performance - new technology provides longer battery life - Heating Chamber of your Holder has been redesigned for improved reliability.

The IQOS 2.4 PLUS has been discontinued in South Africa. Because we are always innovating and improving our technology at IQOS, this device has been phased out to make way for new technology.

If your IQOS 2.4 PLUS is faulty or damaged and is still within warranty, we will gladly replace your device with the IQOS 3 Multi at no extra cost. Alternatively, if you want to access to the latest technology and you qualify for a replacement device, you have the choice of upgrading to the IQOS 3 DUO for only R150. T&Cs apply. If you have any questions on the difference between our devices and the technology that drives them, please continue to view our website, visit any of our kiosks or call our call centre on 0800 043 387.

Yes, to ensure your uninterrupted enjoyment of your IQOS 2.4 PLUS device for as long as possible, current registered users of IQOS 2.4 PLUS can purchase accessories and additional holders while stocks last. To view the updated prices of the IQOS 2.4 PLUS accessories and holders, visit the IQOS accessories page here, or visit your nearest IQOS kiosk or boutique to purchase accessories and holders while stocks last.

To clean, slide the Cap upward and remove completely. Insert the IQOS Cleaning Tool and rotate gently. To avoid breaking the Heater Blade employ a gentle circular motion when using the IQOS Cleaning Stick. Clean daily for optimal experience.

Step 1. Check the Holder Cap closes properly. If not, please check the alignment between the Holder Cap and Heating button, if the problem persists, clean the Holder.
Step 2. If Step 1 does not work, the Pocket Charger Lid Opening Button may be broken.
Step 3. Still no luck? 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.

Check alignment between the Holder Cap and Heating button, if the problem persists, clean the Holder.

IQOS 2.4 Plus is designed to work in a wide range of temperatures, but the tobacco stick tastes best when the Device is used between 10℃ and 40℃.

The red light, blinking or steady, on your Holder may indicate that:
1. The Holder is not charged
2. The Device is outside its optimal operating temperature (10°C - 40°C)
3. You pressed on the Holder button during usage
4. Holder malfunction
To resolve the issue, you may try the following:
Step 1. Check that the IQOS 2.4 Plus Pocket Charger is switched ON and has enough power
Step 2. Place the Holder in the Pocket Charger and wait until it is fully charged (up to 4 minutes)
Step 3. Physically clean your device
Step 4. Ensure your Holder’s electric contact is clean
Step 5. If none of the above works, perform a reset of your device.
Step 6. Still no luck? Please contact Customer Support on 0800 043 387 or our social channels, Contact Us or ask for assistance at the nearest IQOS kiosk or stores.

The red light on the Pocket Charger may indicate
1. A Holder malfunction. A slowly pulsing red light while charging means that the Holder battery is reaching the end of its life cycle.
2. The bottom light on the Pocket Charger Battery Status may indicate a Pocket Charger malfunction or device is outside its optimal operating temperature (10°C - 40°C). To resolve the issue, you may try the following:
Step 1. Check that the IQOS 2.4 Plus Pocket Charger is switched ON and has enough power.
Step 2. Perform a reset of your device and make sure it is in the optimal temperature range.
Step 3. Still no luck? Please contact Customer Care 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 or Contact Us. Alternatively, ask for assistance at the nearest IQOS kiosk or stores

Holder vibrations are activated in the following situations: - At the start of heating (once you press the Holder Button to start) - When the experience is nearly complete (30 seconds prior the end)

You can easily do a reset of your IQOS 2.4 Plus device by simultaneously pressing and then releasing the Bluetooth and Power Buttons until all lights briefly blink.

The IQOS device does not require a full charge to work. If the IQOS 2.4 Plus Pocket Charger is fully charged you may use the holder for up to 20 times.

To clean, slide the Cap upward and remove completely. Insert the IQOS Cleaning Tool and rotate gently. To avoid breaking the Heater Blade employ a gentle circular motion when using the IQOS Cleaning Stick. Clean daily for optimal experience.

The Holder can only be used once with each tobacco stick and needs to be recharged between each tobacco stick used. To correctly place the holder in the Pocket Charger, make sure the IQOS logo is at the top and facing in the direction of the Pocket Charger LED lights and Buttons. You will see the charging elements at the bottom of the Holder, which need to make connection within the bottom of the Pocket Charger in order to charge. The Holder should easily slip into the pocket charger.

The Pocket Charger does not require a full charge to work, however we recommend fully charging the Pocket Charger before the first usage. It will take approximately 90 minutes and charging the holder within the Pocket Charger takes up to 4-5 minutes between each use of a tobacco stick. (Insert link on how to charge my device)

It takes approximately 90 minutes to fully charge the IQOS 2.4 Plus Pocket Charger from an electrical outlet. Only charge IQOS 2.4 Plus device using the supplied AC Power Adaptor and USB cable.

You can easily check the charge level by following these simple steps:
1. Press for 1 second the ON/OFF button
2. The LEDs will turn on and indicate the level of charge: - 1 LED = low charge level - 4 LEDs = device is fully charged

In order to experience the taste of tobacco without burning it, you must remove your IQOS Holder from the Pocket Charger and insert a tobacco stick. Then press and hold the Button for a few seconds, until you feel a vibration and the LED light starts flashing. Remove your finger from the Button. Once the light stops flashing, it is then ready to use. Without pressing any buttons, take a puff like you would with your cigarette. The experience will last around 6 minutes or 14 puffs, whichever comes first and will also depend on how you use it. The harder you draw, the faster you will reach the end of your experience. When you feel a 2nd vibration and the LED light starts flashing, you are coming close to the end of your experience and this means you have around two puffs or 30 seconds left. Only when the light switches off does this mean your experience has ended and you can now proceed to remove the tobacco stick.

In order to experience the taste of tobacco without burning it, you must remove your IQOS Holder from the Pocket Charger and insert a tobacco stick. Then press and hold the Button for a few seconds, until the LED light starts flashing and remove your finger from the button. Once the light stops flashing, it is then ready to use. Without pressing any Buttons, take a puff like you would with your cigarette. The experience will last around 6 minutes or 14 puffs, whichever comes first and will also depend on how you use it. The harder you draw, the faster you will reach the end of your experience. When the green LED light turns red, you are coming close to the end of your experience and this means you have around two puffs left or 30 seconds. Only when the light switches off does this mean your experience has ended and you can now proceed to remove the tobacco stick.

Tobacco sticks are created exclusively for use with the IQOS Device. Currently HEETS are offered in South Africa in six variants: Amber, Bronze, Sienna, Yellow, Turquoise and Blue. HEETS Amber - balanced & roasted, HEETS Bronze - rich & warm, HEETS Sienna - balanced & woody, HEETS Yellow - mild & zesty, HEETS Turquoise - refreshing & cooling and HEETS Blue - deep & cooling.

The IQOS Device was designed to have an experience similar to the smoking of conventional cigarettes, but excluding the accompanying unpleasant factors such as burning, ash and smoke. One session of using a tobacco stick lasts approximately 6 minutes, or 14 puffs, but the exact duration of a session differs for each adult individual consumer.

Tobacco sticks are designed specifically for the IQOS Device and their length is optimal for use with the IQOS Holder. Unlike conventional cigarettes, tobacco sticks are not ignited and heats up to a temperature not exceeding 300 degrees, so it does not release ash and ensures the length of tobacco sticks are suitable for an optimal experience.

The taste of HEETS tobacco sticks is different from that of cigarettes because tobacco is heated rather than burned. By heating the tobacco, the true taste of the tobacco is released. HEETS tobacco sticks are made from a specially selected blend of tobacco in order to provide tobacco taste and satisfaction that replicates as much as possible what adult smokers expect.

Yes, HEETS tobacco sticks contain nicotine, which is addictive. Nicotine is naturally present in the tobacco used in HEETS. It is released in the vapor that is generated during the IQOS usage.

Ultra-compact and precisely designed, HEETS consistently deliver tobacco taste, satisfaction and pleasure when heated with IQOS Device. Tobacco part consists of the carefully selected, finely ground and specially prepared tobacco that delivers the best taste while heating. Non-tobacco part consists of:
• Cooling plug - made of corn-based material also used in medical, food and beverage industries
• Air flow chamber – designed to hold the tobacco plug in place and transfer the aerosol to the cooling plug
• Protective wrap – protective aluminium wrap which helps to deliver a consistent taste experience
• Filter - similar to the mouthpiece filter of a cigarette. Made of cellulose acetate.

If you have difficulties inserting the HEETS tobacco sticks in the IQOS Holder, we advise you to first check whether:
• there is any tobacco residue left in the Holder • the heating blade is cleaned regularly
• the Holder Cap is fully closed If the above is all right, you can try to pre-heat the IQOS Holder prior to inserting the HEETS tobacco stick:
- IQOS 2.4/ IQOS 2.4P / IQOS 3/IQOS 3 DUO: - Press the Holder Button to start heating
- Wait for 2-3 seconds for pre-heating - Gently insert the tobacco stick
- IQOS 3 MULTI:
- Open the lid
- Press the Button to start heating the device
- Wait for 2-3 seconds for pre-heating
- Gently insert the tobacco stick If none of the above solutions helps, consider the following options:
• Please contact Customer Care for assistance
• Visit the nearest IQOS Store
• Ask an IQOS™ Coach to visit you

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. If you use the pin, simply push the rod outward from the bottom part of the cap. To prevent this issue, please make sure to always lift up the cap before extracting the used HEETS™ tobacco stick.

Tobacco sticks are designed exclusively for use with the IQOS Device. Tobacco leaf processing technology for the tobacco sticks are different from tobacco processing technology for conventional cigarettes. Therefore tobacco sticks reveal a tobacco taste only when heated to a temperature of not more than 300 degrees. Please do not try to light tobacco sticks like combustible cigarettes. Cigarettes or any other products cannot be used with the IQOS device.

When using the IQOS Device, the tobacco stick is not ignited but only heated to a temperature of not more than 300 degrees. In the absence of combustion the tobacco stick does not burn and its length is not reduced.

Unlike cigarettes, the tobacco in a tobacco stick is heated and does not burn. So you do not inhale cigarette smoke, but a tobacco aerosol with a tobacco taste.

No. The IQOS Holder is designed for use only with tobacco sticks. The use of cigarettes may damage or clog the IQOS Holder and will not deliver the desired result. Tobacco processing technology used for the manufacture of tobacco sticks are designed specifically for heating, not burning and differs from the technology used in the manufacture of combustible cigarettes.

The unique filter system found in tobacco sticks are specifically designed for use with the electric heating system of the IQOS Device. The tobacco stick filter section has been designed to maintain consistency and taste sensation throughout the use of the tobacco stick.

The IQOS Device heats the tobacco rather than burning it. The paper, which is wrapped around the tobacco part of the tobacco stick does not burn, but may change color or become wet when the tobacco is heated - this is normal.

No, in spite of the similar taste sensations and ritual for the consumption of tobacco sticks, they are not classified as cigarettes. Tobacco sticks are designed exclusively for use with the IQOS Device. Since the IQOS Device heats the tobacco, the tobacco leaf processing technology for tobacco sticks differ from tobacco processing technology for conventional cigarettes. The tobacco stick size and filter system are also different from regular cigarettes.

HEETS do not have an expiry date. To make sure you’re always enjoying the best taste and experience, here are some storage tips to help preserve freshness:
• Do not store HEETS in direct sunlight or expose them to humidity or humid weather conditions.
• Make sure they are kept dry.
Should you experience any inferior taste, please do not hesitate to contact us.

No, we can’t say that at this point. While switching completely to IQOS presents less risk to your health, IQOS is not risk-free and delivers nicotine, which is addictive. If you are concerned about the health effects of smoking, your best option is to quit tobacco and nicotine use altogether. However, switching completely to IQOS is a better choice than continuing to smoke.

Nicotine is addictive. However, it is not the main cause of smoking related diseases. IQOS delivers nicotine in a comparable way to cigarettes. Our clinical studies show that the amount and rate of nicotine absorbed when using one tobacco stick with IQOS is comparable to that of smoking one cigarette.

We state that IQOS emits on average 90-95% lower levels of harmful chemicals compared to cigarettes. The percentage (90-95%) refers to the average reduction of the levels of certain constituents prioritized for action by renowned public health organizations such as the WHO and the US FDA, and which are found in IQOS tobacco vapor, when compared to the smoke from a 3R4F reference cigarette. The exact percentage reduction depends on the specific list being referenced. To this effect, we collect the tobacco vapor and smoke under the Health Canada Intense machine-smoking regime (55 mL puff volume, 2 second puff duration, 30 second interval puff) using a comparison on a per stick basis. Reduction calculations exclude nicotine.

The totality of evidence includes PMI’s clinical data (we conducted 10 clinical studies with thousands of participants in the US, UK, Japan and Poland), aerosol chemistry, and data from 18 nonclinical studies. The totality of evidence demonstrates that switching completely to IQOS, while not risk-free, presents less risk of harm compared with continuing to smoke cigarettes.

We use PMI Financials or estimates, IQOS user panels and PMI Market Research. The number of total users we report refers to IQOS users for whom PMI HeatSticks represent at least 5% of their daily tobacco consumption over the past 7 days, while the number of people we estimate have completely quit cigarette smoking refers to IQOS users who have completely quit cigarettes and for whom PMI HeatSticks represent at least 70% of their past 7-day heated tobacco consumption.

It is a cigarette independently designed by the University of Kentucky in the US for scientific research purposes. It is a comparator commonly used in tobacco research, which allows the data of a given study to be compared to that of another study. 3R4F research cigarettes are not commercially available to consumers.

myIQOS 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 myIQOS 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 Friends program is a platform that rewards you with R150 in the form of cash or vouchers for providing services to Philip Morris South Africa (“PMSA”) by answering questions related to IQOS from your adult smoker friends over the age of 18 who have asked you for more information about IQOS and by referring those adult smoker friends who have asked to be referred, to PMSA. The IQOS Friends program is not a platform for the marketing and/or promotion of IQOS. It is to ensure that adult smokers who have questions related to IQOS are correctly referred, to ensure that they receive accurate and non-misleading information.

A referral is successful when your adult smoker friend purchases and registers an IQOS for the first time in South Africa. All referrals must be legal age smokers and you must receive your friend’s consent before referring Terms & conditions apply.

You can contact an IQOS Specialist, alternatively visit an IQOS Outlet or our website www.iqos.com/refer to sign up.

Refer your friends* by submitting their details on your profile on the IQOS Friends portal or by sharing your unique referral code with them directly.

*Friends are adult smokers who have requested information about IQOS and who would otherwise continue to smoke

Your unique referral code can be found in your profile on the IQOS Friends portal. In addition, you can request for your referral code to be emailed to you by visiting za.iqos.com/myiqos/refer

This is your self-service portal where you can manage and redeem your referral rewards. In addition, it provides the information you need to answer IQOS related questions from your interested Friends*

*Friends are adult smokers who have requested information about IQOS and who would otherwise continue to smoke

You will be notified when a referral has been successful* and a R150 reward has been loaded in the “My Rewards” tab on your portal. Visit the portal, click on “redeem” and choose between cash or vouchers. If you select cash, R150 will be paid into your bank account within 7 days.

*A referral is successful when your adult smoker friend purchases and registers an IQOS for the first time in South Africa. All referrals must be legal age smokers and you must receive your friend’s consent before referring

We need your banking details in order to pay out your R150 referral reward in cash. You can update your banking details on the “My Profile” tab in your portal or choose to redeem your reward in vouchers instead.

We are constantly updating our offering based on our customers' needs. Due to our updated IQOS Friends rates, we have seen a decrease in demand for the IQOS Pay Monthly programme, therefore we discontinued this as of 1 July 2022.

If you sign up to IQOS Friends, you are now able to purchase an IQOS 3 Duo for R999 which includes a carton of HEETS (valued at R410), the IQOS 3 DUO for R599 or get the new Multi Discovery Bundle for R399 – which includes an IQOS 3 Multi and any for packs of HEETS.

Yes, your Pay Monthly plan continues until your contract end.

Yes, your Pay Monthly plan repayment price remains the same.

While subscription is not available, you can still sign up to the IQOS Friends Trade Programme to enjoy access to IQOS bundles at trade partner rates or make use of our Rental Programme to enjoy the device for 14 days without commitment.

For payment related queries on IQOS Pay Monthly Plan, members may contact the Vendor at:

Email: accounts@iqoson.co.za and/or
iqoson@ammacom.com
Telephone: 010 594 5138

No, we have no plans to offer new subscription plans.

Once you have selected a payment period it cannot be changed. However, you may cancel your IQOS subscription at any time for any reason, provided that you give at least 20 (twenty) Business Days written notice on the Subscriber Portal. Such termination will be subject to payment of the balance of the retail price of the IQOS device(s).

Yes, you would continue paying for the remainder of the selected IQOS Payment Plan period however you can elect to pay the remainder of the owed amount in full at any time.

You may cancel your IQOS subscription at any time for any reason, provided that you give at least 20 (twenty) Business Days written notice on the IQOS Subscription Portal. Such termination will be subject to payment of a reasonable cancellation fee, which amounts to the balance of the retail price of the IQOS device(s) received through the subscription. Payment of the cancellation fee would be immediately due to action the cancellation.

You may cancel your IQOS Subscription at any time for any reason, provided that you give at least 20 (twenty) Business Days written notice on the via the IQOS subscription portal. Such termination will be subject to payment of a reasonable cancellation fee, which amounts to the balance of the retail price of the IQOS device(s) received through IQOS subscription purchase. Payment of the cancellation fee would be immediately due to action the cancellation.

Yes, you may cancel your IOQS Subscription however you will need to pay the remaining months balance on your plan as per the IQOS Payment Plan terms and conditions.

The FDA or Food and Drug Administration is a federal agency within the United States Department of Health and Human Services, one of the United States federal executive departments. The FDA is responsible for regulating the manufacturing, marketing, and distribution of tobacco products in the US.

After reviewing the scientific evidence on IQOS, the US FDA authorized the marketing order of IQOS, concluding that:

• The IQOS system heats tobacco but does not burn it.
• The absence of combustion significantly reduces the production of harmful or potentially harmful chemicals.
• Switching completely to IQOS reduces your body’s exposure to harmful or potentially harmful chemicals*, and communicating this is appropriate for the promotion of public health.

Important information: It does not necessarily equal a 95% reduction in risk. IQOS is not risk-free.

*Source: FDA’s marketing order for the IQOS system dated July 7, 2020.

The FDA, or the Food and Drug Administration, is the government agency in the United States responsible for protecting the public health. The FDA regulates a variety of consumer products, including tobacco. However, US law expressly prohibits making any claims, express or implied, that a tobacco product is “FDA approved,” as the statutory standards applicable to tobacco products are not intended to show, among other things, that a tobacco product is “safe” or “effective” (i.e., the standards applicable to drugs and medical devices) given that all tobacco products are not risk-free. Instead, the FDA authorizes (or not), the marketing of tobacco products as “modified risk tobacco products” in the US when they are intended to be sold with exposure modification or risk modification claims. Philip Morris International submitted a set of Modified Risk Tobacco Product applications for the IQOS system. After thorough reviews, the FDA issued a modified exposure order recognizing that IQOS “significantly reduces the production of harmful or potentially harmful chemicals” and that “switching completely from conventional cigarettes to the IQOS system significantly reduces your body’s exposure to harmful or potentially harmful chemicals*.

The US FDA decision, authorizing IQOS to be marketed with reduced exposure information shows that IQOS is a fundamentally different product compared to cigarettes. IQOS is a better choice for adults who would otherwise continue smoking. Unlike cigarettes, the IQOS system heats tobacco instead of burning it. This significantly reduces the production of harmful or potentially harmful chemicals compared to cigarette smoke.

Furthermore, scientific studies have shown that switching completely from conventional cigarettes to the IQOS system significantly reduces the body’s exposure to harmful or potentially harmful chemicals.*

Important information: It does not necessarily equal a 95% reduction in risk. IQOS is not risk-free.

Source: PMI 3-month reduced exposure studies conducted in Japan and the US in near real world conditions. These studies measured exposure to 15 harmful chemicals, and compared the levels observed in smokers who switched to IQOS with levels measured in smokers who continued to smoke cigarettes.

Similar to our IQOS heat-not-burn system, vaping products are smoke-free alternatives to continued smoking. However, there are also important differences between the two. E-cigarettes don’t contain tobacco. Instead, they heat an e-liquid containing nicotine and flavors to produce an aerosol.

So far, no vaping product has been authorized for marketing by the US FDA.

The IQOS system is the first and only tobacco heating system authorized in the US as a Modified Risk Tobacco Product. The FDA concluded that switching completely to IQOS reduces the body’s exposure to harmful or potentially harmful chemicals.*

Important information: It does not necessarily equal a 95% reduction in risk. IQOS is not risk-free.

Source: PMI 3-month reduced exposure studies conducted in Japan and the US in near real world conditions. These studies measured exposure to 15 harmful chemicals, and compared the levels observed in smokers who switched to IQOS with levels measured in smokers who continued to smoke cigarettes.

The US FDA’s decision, authorizing IQOS to be marketed in US with reduced exposure information encourages us to continue our mission of replacing cigarettes with science-based, smoke-free products applying our responsible marketing practices.

PMI’s marketing practices must always adhere to the following four core principles:
1) We only market and sell our products to adult smokers.
2) We warn consumers about the health effects of our products.
3) Our marketing is honest, transparent and accurate.
4) We respect the law.

IQOS is available for sale at any of our IQOS kiosks or via our IQOS specialists. We will also maintain our 30 day returns policy on IQOS devices.*
If you need assistance in locating your closest IQOS kiosk, visit our store finder or contact us on 0800 043 387. Our operating hours are 08h00 19h00, Monday Friday. Call rates apply.

*device returns are for working devices only and must be logged via our customer call centre . A courier service will be arranged to collect the device and the reimbursement will be made via EFT within 3 business days after the device has been picked up by the courier and confirmed to be in working order.

You will be able to buy IQOS devices, HEETS, cleaning sticks and charging equipment. We are able to assist you with device issues and any other customer support. The use of masks will be required when interacting with our staff and unfortunately there will be no coffee or water on offer.

Your safety is important to us, so we’ve taken additional measures to make sure everyone stays protected. Limited customers are allowed inside our boutique at any given time and the seating area will not be accessible. Our kiosks will be operating with strict hygiene measures in place, we kindly ask you to follow the social distancing rule and maintain a 2-metre distance. The use of masks will be required when interacting with our staff and unfortunately there will be no coffee or water on offer.

To ensure everyone's safety, we’ve implemented additional hygiene procedures for our kiosks and staff. We regularly clean surfaces, payment terminals, counters and other frequently touched areas and our staff are required to wear masks while at work. The use of masks will be required when interacting with our staff. As much as we enjoy interacting with you, we want to make sure your visits to us are as short as possible so we are encouraging a quick turnaround time for every interaction between you and our staff.

According to health authorities like the World Health Organization and the U.S. Food and Drug Administration, there is no evidence to support the transmission of the coronavirus through imported goods.

Sources:
• WHO
• FDA

• Wipe the outside of the Charger, the Holder and the associated accessories with a wipe containing 62-71% alcohol. Dispose of the used wipes in a bin.
• Next, thoroughly clean the inside area of the holder surrounding the blade and the whole extractor with the dedicated IQOS Cleaning Tool and IQOS Cleaning sticks.
• Dispose of the used IQOS Cleaning Sticks in the bin with the wipes.

If your friend is infected, whether diagnosed or not, there may be a risk.
• We strongly recommend that you don’t share IQOS devices or HEETs.

It is important to regularly check coronavirus pages made available by major health authorities such as the WHO and the U.S.
• With regard to people at higher risk of getting very sick from coronavirus, the WHO listed older adults and having a pre-existing a medical condition, like high blood pressure, heart disease, lung disease, cancer or diabetes.
• Under the present circumstances, if a user of a nicotine or tobacco containing product experiences a medical issue, we recommend to stop using these products (including IQOS) and seek medical assistance.

According to health authorities like the World Health Organization and the U.S. Food and Drug Administration there is no evidence to support transmission of coronavirus through imported goods. Source: WHO and FDA.

We are here for you – please contact us through the following channels:
• FB: IQOS SOUTH AFRICA
• Twitter: @iqos_support_za
• Email: contact.za@iqos.com
• Call centre 0800 043 387