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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.](https://d5nohihqdh60l.cloudfront.net/images/kura/iluma/coach/13.AcompanhamentoPersonalizado_2880x1296.png?d=0)
![A moss green IQOS ILUMA device and charger resting on a table.](https://d5nohihqdh60l.cloudfront.net/images/kura/iluma/coach/IQOS_ILUMA_Coach_ContentBlock_Lifestyle_ContainedRight_ProductNoConsumables_Desktop_2x.jpg?d=0)
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.](https://d5nohihqdh60l.cloudfront.net/images/kura/iluma/coach/IQOS_ILUMA_Coach_ContentBlock_Lifestyle_ContainedLeft_ProductNoConsumables_Desktop_2x.jpg?d=0)
Free service.
Our personalized support service is free and it's activated when you register a new device in your IQOS account.
First steps with IQOS
You can visit our page with videos and content about using, charging and cleaning your IQOS device.
![Close up of moss green ILUMA Prime device.](https://d5nohihqdh60l.cloudfront.net/images/kura/iluma/coach/IQOS_ILUMA_Coach_ContentBlock_IntroText_Video_ProductNoConsumables_Desktop_2x.jpg?d=0)
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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