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FAQ

MY IQOS ACCOUNT

How do I proceed with registration?

When purchasing your IQOS from an IQOS store or space, you can proceed with registration immediately with the sales assistant. The same applies when purchasing your IQOS from a sales adviser.

In other cases, please register here.

I got an IQOS device as a gift and I can’t register it in my account.

Each IQOS device can only be linked to an IQOS account. In case you received your IQOS as a gift and when you try to register it and error appears, the user who bought it needs to delink the device from his iqos.com account on MY DEVICES section. After removing it, you should be able to link the device to your own account, by inserting the coidentify of your device in the website on the MY DEVICE section.

How can I access my account?

At iqos.com, click the silhouette button, at the top right corner, and enter your email and password.

Why do I need to register?

By registering, you will have access to the following benefits: 

- Access to customized Customer Support programs

- Access to the IQOS loyalty scheme, receiving points that you can exchange for discounts, fuel or IQOS gadgets and items.

- Access to the Voluntary Guarantee, with the option of being provided with a new IQOS device, delivered to the address of your choice, or collected from one of our collection points, in the event of a fault.

- Access to the guarantee for your device without having to demonstrate proof of purchase;

Registration is mandatory for online purchases or orders made over the phone.

When purchasing at the IQOS store pt.iqos.com, through a store in the partner network or from a sales adviser, registration is not mandatory, although you will need to prove that you are an adult.

How can I register my IQOS device?

To register your device, access your account, select the “My Devices” option and follow the steps shown.

How can I change my password?

You can change your password by accessing your account and selecting “Change password”.

I have forgotten my password, what should I do?

If you have forgotten your password, click on “I have forgotten my password” on the login page.

I have forgotten the email I used during registration, what should I do?

If you don’t remember the email linked to your IQOS account, contact us at Customer Support. Make sure you have your device’s ID on hand so that we can find your account.

How can I delete my account?

If you would like to delete your account, you can do so by accessing your account and selecting “Remove account”.

Why do I need to validate my age?

In line with legislation in Portugal, IQOS can only be sold to those aged over 18.

How are my contact details used?

Your personal data are collected and used especially for the purpose of facilitating the purchase of your IQOS electronic device and issuing the corresponding invoice in addition to providing assistance and maintenance services for your electronic IQOS device.

For further details, consult our Privacy Policy.

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This website is intended only for users of nicotine or tobacco products who are over 18.

This website contains information about our smoke-free products and we need your age to make sure that you are an adult 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.