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FAQ

INTERNATIONAL ASSISTANCE

What is IQOS International Assistance?

IQOS International Assistance is a free service for all registered IQOS users who require support or replacement of their IQOS equipment while travelling abroad within the countries covered by the IQOS service.

Before you travel make sure your IQOS is registered to benefit from the service.

How to contact the IQOS International Assistance Line?

When you are abroad, please call our IQOS International Assistance Line* at +800 2559 2559 or +41 21 547 88 88.

Calling may incur charges subject to the conditions of your mobile operator. Contact your service provider for more information.

Before making the call, make sure you have complete details of your temporary address (hotel name and address) so that we can send you new equipment if necessary. New equipment ships within 1-4 business days, depending on the delivery time of the local vendor as well as your location.

How to benefit from the IQOS International Assistance Service?

The IQOS International Assistance service is available to adult users who meet the following conditions:

  1. You must be an IQOS adult consumer residing in one of the countries where IQOS is available,
  2. You must have an iqos.com account and associated IQOS equipment in one of the countries where IQOS is available,
  3. You experience a problem with IQOS equipment outside the country in which the equipment is registered, within the countries covered by the service.

How do I register my IQOS?

Registering your IQOS is simple.

If you don't have an IQOS account yet:

Register at iqos.com using the “DEVICE ID” option.

If you already have an IQOS account:

Please login to your IQOS account. In your personal area select the DEVICES option and enter the ID of your device.

If you have any questions or difficulties, please contact our Customer Support so that we can assist with registration.

Only registered IQOS consumers and equipment will be able to benefit from the Foreign Assistance and Exchange Service.

Which countries are covered by IQOS International Assistance?

A Helpdesk is available to adult IQOS consumers who reside and travel within the following countries:

Denmark, France, Germany, Greece, Italy, Lithuania, Monaco, Netherlands, Poland, Portugal, Romania, Spain, Switzerland, United Kingdom, Bulgaria, Slovenia, Czech Republic, Slovakia, Latvia, Greek Cyprus, Croatia, Andorra, Albania, Bosnia & Herzegovina, Sweden, Armenia, Israel, Kazakhstan, Russia, Serbia, Ukraine, Moldova, Japan, New Zealand, South Korea, Malaysia, Indonesia, Palestine, South Africa, Turkish Cyprus, Réunion, Canada, Colombia, Curacao, Guatemala, Dominican Republic.

What is the cost of the service?

IQOS International Assistance is free.

How long can I benefit from this service?

You may benefit from the IOQS International Assistance service for the duration of your equipment's voluntary warranty, valid in the country of purchase.

How long does delivery of replacement equipment take?

After contacting us, if your equipment needs to be changed, it will be shipped within 1-4 business days, depending on the delivery time of your local supplier as well as your location.

Can I contact my country's customer support for help when I am abroad?

Your country's Customer Service can only assist you with any exchange when you are in the country.

If you are travelling to one of the countries covered by the IQOS International Assistance service and need assistance, please contact the dedicated hotline at +800 2559 2559.

I tried to contact the IQOS International Help Line but it does not work.

Some mobile operators may have connection limitations. In the unlikely event that this happens, please contact us at +41 21 547 88 88.

Calling may incur charges subject to the conditions of your mobile operator. Contact your service provider for more information.

Can I exchange my equipment at an IQOS store abroad?

No. Free exchange of equipment under the IQOS International Assistance service will only take place after you have contacted our dedicated helpline. During the call you will be asked to indicate the temporary address to which we will ship your replacement equipment.

bought IQOS equipment abroad. Who should I contact if I need assistance?

If you have any questions or difficulties, contact the customer support line in the country where you live.  Register your equipment before making this contact so that we can offer faster and more efficient support tailored to the equipment in question.

Do I need to return the faulty device?

In most cases, you will keep the replaced component. Exceptions may occur in some markets jurisdiction whereby you will be requested to return the replaced component at the time the new component is delivered to you.

If not, what should I do with it?

The symbol  on the device or on its packaging indicates that this product and its individual parts (including batteries) must not be disposed of with your other household waste. Instead, it is your responsibility to dispose of your waste equipment by handing it over to a designated collection point for the recycling of waste electrical and electronic equipment. Amongst other, waste batteries can be returned free of charge at the point of sales. For more information about where you can drop off your waste equipment for recycling, please contact your local city office, your local household waste disposal service or the shop where you purchased the device.

Do I need to make any payment for this replacement?

Replacement is free for registered customers.

I tried calling IQOS Customer Care number but it doesn’t work. Why? And what should I do?

Connection limitations may apply with some mobile operators. In the unlikely event this happens, you can reach us at +41 21 547 88 88 (certain charges may apply, please consult your operator for details).

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