REGISTRATION AND ACCOUNT FAQs

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.

You can register directly on our website, in the “Sign in”/ “Register" section, by selecting "Register" If you already have an IQOS account, instead, it will be sufficient to click on "Login", then enter the email address and password defined at the time of registration. Forgot your password? Click on "Forgot your password?" To receive an email that will allow you to create a new one. 

If you are an adult smoker, once the maximum attempts (three) have been reached, your account will be blocked and you should contact us to help you. You can contact us via chat, phone or go to a Qstore

Online age verification on the iqos.com website can be done through the following methods:

- Facial recognition – Scan the face using the camera of your mobile phone or computer;

- ID Document Validation – Scan your ID document ( Driver Licence / ID Card / Permanent Residence Identification Card / Standard Issue Visa (Non MRZ version included) / Passport (MRZ) - Standard Issue, Diplomatic, Emergency)

Each user has 3 attempts to validate age by each method mentioned above. The age validation process is simple, fast and secure. The information shared is encrypted and is not saved. This process ensures that all our customers are adult users of heated tobacco products, preventing the purchase of these products by minors. Alternatively, you can go to a Qstore to have your age validated in person.

Age verification is a mandatory step when you register on our website. This is an important part of our guidelines to prevent minors from accessing our products. We are committed to offering our best alternatives only to adult tobacco and nicotine users who would otherwise continue to smoke. The best option for adult tobacco and nicotine users is to quit consuming tobacco and nicotine-based products.  We are active in the implementation of youth access prevention, as a way of supporting and reinforcing our position.

Registration is mandatory for purchases in IQOS.com. During this process, we will verify your age to ensure that you are not a minor. When buying a device online, your device will be automatically registered in your profile. Join Exclusive Services and get access to the services that we have for our users. If you buy in IQOS stores or through the IQOS advisor, registration is not mandatory, but you will have to prove that you are of legal age.  

Registration is needed when ordering from iqos.com. join Exclusive Services and get access to the services that we have for our users, such as:

To login in IQOS.com you need to include your email and password. If you forgot your password click in "forgot password" or start your session with your mobile.    

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.

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

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

- Access to customized Customer Support programs

- 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.

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

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

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

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.

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

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.