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Technical assistance

Get assistance in more than 90 stores across the country

Problems with your IQOS?

IQOS is an innovative electronic system and as other electronic equipment, some usage problems may appear. If this happens to you, we are sorry and we are here to help you fix the problem or replace your device by a new IQOS immediately, if necessary.

Your IQOS is safe in case of an accident

Our accidental damage policy allows additional support in the event of an accident with your device, within the first year of purchase, without having to provide proof to claim the warranty. The service is free of charge, guarantees up to 2 replacements per unit and is only available to registered myIQOS users.

Talk to us

Send us a message via our Live Chat available in the website or call us for free at 800 098 098. If you need a replacement of any IQOS component, our team will check the stock availability in the nearest store and reserve a new IQOS for you. We can also send you the replacing new IQOS via courier (delivery within 2 working days).

Still have questions about IQOS?

We are here to help you

Live Chat

Talk to us live.

Available 24/7



Visit our IQOS Facebook page and talk to us via Messenger.

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Get in touch with IQOS support on Twitter.

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Send us your query via email.

Call us

Didn't find the answer? Call us for free to

800 200 098.

Everyday from 9am to 9pm.

  • English

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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.