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FAQ

Commercial Information

What is IQOS International Assistance program and what are the differences vs EU special support service?
IQOS™ International Assistance is our new service.
You can now benefit from advice and assistance 24/7 in English or in local languages while travelling to the countries where IQOS is available.
All you need is to have your customer and device registration in place.
The EU Special Support was only available in Europe, while IQOS™ International Assistance is available in the countries where IQOS™ is sold.
If you experience an issue with your IQOS™ device in the same country of purchase and registration, please, call home local support.
How to enroll in this service?
If you already have device and customer registration in place, you can enjoy the service from today.
If you are not registered, please take this opportunity to register yourself and your device component (IQOS™ Charger and IQOS™ Holder) at iqos.com
If you are unsure, log-in and check your registration status on iqos.com
How to obtain and whom to contact for IQOS International Assistance program?
If you need assistance while in abroad, contact the international toll free* number +800 2559 2559
Connection limitations may apply with some mobile operators. In this unlikely event, please, use the number +41 21 547 88 88* *Certain charges may apply, please consult your operator for details.
In which countries is IQOS available?
IQOS is available in the following countries*:

Andorra, Armenia, Bulgaria, Canary Islands, Canada, Colombia, Croatia, Curaçao, Cyprus, Czech Republic, Denmark, Dominican Republic, France, Germany, Greece, Guatemala, Italy, Israel, Japan, Kazakhstan, Korea, La Réunion, Latvia, Lithuania, Monaco, the Netherlands, New Zealand, Palestine, Poland, Portugal, Romania, Russia, Serbia, Slovak Republic, Slovenia, South Africa, Spain, Switzerland, Turkish Cyprus, Ukraine, the United Kingdom.

* www.PMI.com

Where can I buy HEETS?

At general grocers and petrol stations that are still open at this time

How do I contact the call center?

We are here for you – please contact us through the following channels:

Customer Service Center: 599 9 788 9998

Twitter: @iqos_support_cw

Facebook: iqoscw

Email: contact.cw@iqos.com

What do I do if I have an issue with my device?

In case you have any problems with your IQOS please contact our call center and we will find, together with our agents, the most suitable and possible solution to replace your device

What is the best way to clean my IQOS?

Wipe the outside of the Charger, the Holder and the associated accessories with a wipe containing 62–71% ethanol (or else, please use isopropanol in the same concentration). Dispose of the used wipes in a bin.

Next, thoroughly clean the blade, the inside area of the holder surrounding the blade and the whole extractor with the dedicated IQOS cleaning sticks. Dispose of the used sticks in the bin with the wipes.

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