We strive to make your experience with IQOS as pleasant as possible. However, IQOS is also an electronic device that might break down. We know how limiting such a situation might be, and so we want you to be able to resolve it quickly and easily.
That's why the new online diagnostics is here! It helps you get your broken device to work again. If the problem persists and you are entitled to replacement of the device, you just choose where to pick up your new IQOS. In case of physical damage to the device, try to use the Care Plus service.
How does the online diagnostics work?
• Log in to your profile at IQOS.com.
• Click on My Devices tab.
• If you do not have your device listed here yet, simply add it.
• Click on Online Diagnostics.
• Follow the instructions on the screen.
• If your exchange is approved, choose from the options how your exchange will be realized.
What are the options of device replacement?
You choose how you prefer to realize the exchange – directly at our IQOS stores, with our business partners or you can wait for a courier in the comfort of your home.
Not registered or not having the device added to your profile?
You can easily register in person at our IQOS stores or with our partners.
You can also add your device to your profile (+ Add a new device). If you need any assistance, do not hesitate to contact our IQOS customer care line (800 413 413) or out staff will advise you at the nearest IQOS store.
Frequently asked questions
I received the device as a gift. Can I use the online diagnostics?
Of course, you can. But it is necessary to add your device to your profile.
I am not registered. Can I use the online diagnostics?
To use the online diagnostics, you need to register at an IQOS store. After you only simply add your device to your profile.
I chose to pick up my device from your business partner. I received a text with a pick-up code. But now I have found out that an IQOS store is closer to me. Can I realize my exchange there?
In this case please contact us via the IQOS customer care line (800 413 413) where we will handle your request.
My device is out of warranty. Can I still use the online diagnostics?
The online diagnostics can advise you on how to put the IQOS device into operation again. Unfortunately, if the diagnostics itself does not help, you are no longer entitled to replacement of your device. However, we will be happy to help you choose a new device. Just contact the IQOS customer care line (800 413 413).
Do you have more questions or need help? Get in touch with us by phone, e-mail, live chat or Facebook messenger:
You can contact us on number 800 413 413 or by e-mail on [email protected]. We will gladly help you on working days between 8:00 and 22:00 and on the weekends and national holidays between 10:00 and 18:00.