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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.

If you experience problems, you can self-diagnose your device by clicking the button below.


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).

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