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Personalized Support

We help you understand how IQOS works and provide you with all the information you're looking for at the beginning of your journey.

A jade green IQOS ILUMA Prime device resting on a guitar.

A moss green IQOS ILUMA device and charger resting on a table.

Support in the beginning

IQOS is an electronic device and to help you use it correctly, we provide an IQOS usage support service that allows you to know:

how to use, charge and clean your IQOS;
what is our exchange policy and what you should do if your IQOS stops working;
what are the contacts of our helpline as well as the nearest IQOS store in case you prefer face-to-face service.

Close up of gold khaki IQOS ILUMA device charging, next to books and a cup.

Free service.

Our personalized support service is free and it's activated when you register a new device in your IQOS account.

Contacts

We are available to help you through various channels.

Live chat

Immediate support from the customer support team.
From 09h-00h.
Start chat
Facebook

Chat on the customer support page.
From 09h-00h.
Go to Facebook
E-mail

Write us to contact.pt@iqos.com.
We will respond shortly.
Send email
Phone

Free call to 800200098.
From 09h-21h.
Call us
Got a question?

Find the answer in our FAQs.
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