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FAQ

IQOS DEVICES

Is IQOS a safe electronic device?
The IQOS Holder and Pocket Charger are designed to be safe, as electronic devices, when used in accordance with the instructions in the User/Quick Start Guide. They both comply with the EU consumer electronic safety requirements indicated by the “CE"" (European Conformity) symbols on the packaging. For more details refer to the User Guide.
My IQOS device does not work, what can I do?
Please contact our Customer Care Team for help in troubleshooting your IQOS device.
0800 810 433
Monday - Friday 9:00am - 6:00pm
How do I reset my device?
If your IQOS 3 DUO is charged but not working, you might need to reset it. To do so, press the charger button until the lights fade out, then release the button. All status lights will turn off, blink twice, and then progressively fade in, confirming a reset.
What is the best way to store my IQOS?
Keep IQOS away from water, direct sunlight and/or heat. Do not leave your IQOS device for a long time in a hot place, such as inside a car, as the battery or electronics may be damaged.
How do I clean the IQOS Cleaning Tool?
Gently tap the IQOS Cleaning Tool on a surface and use a cloth to get rid of the residue. Do not clean it with water to avoid any humid contact with the electronics of the IQOS Holder.
What is the best way to clean my holder?
After approximately 20 tobacco sticks, the IQOS Pocket Charger will automtically start the self-cleaning process. The heating blade inside the holder is heated to dissolve the tobacco residue. However, this does not replace manual cleaning, which must be performed on a regular basis in order to ensure optimal performance and consistent taste. After the self-cleaning, we recommend cleaning the device manually with the provided IQOS Cleaner and Cleaning Sticks. Any tobacco residue should always be gently tapped out of the Holder.
How often should I clean my IQOS?
We recommend cleaning your IQOS at least once per pack. Daily cleaning can help ensure optimal taste. Only use original IQOS cleaning tools to clean your IQOS.
Can I charge the IQOS Pocket Charger with another cable?
The Pocket Charger must be charged with the provided IQOS adaptor and USB Cable. We recommend not using standard USB adapters, even if they can be connected, because other chargers do not have the same power output as the IQOS Adaptor. IQOS may malfunction if charged with another USB adapter This also voids the warranty.
If I have any further questions, who should I contact?
For any assistance, please, contact our Customer Care:

PHONE: 0800 810 433
Monday - Friday
9:00am - 6:00pm

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WRITE:
Philip Morris New Zealand, P.O. Box 128927, Remuera, Auckland 1541
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