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FAQ

IQOS PREMIUM SUPPORT

We know that change isn’t easy, so we’ve created IQOS Premium Support to help and support people who are on the journey of switching to IQOS.

Anyone who has made their first IQOS device purchase and enrolled into the IQOS CARE PLUS programme.

You can enrol in IQOS CARE PLUS through the IQOS website, via an IQOS Expert or by calling our Customer Care team.

To become a member of IQOS Care Plus, you need to:

  1. 1. Be a smoker or vaper aged 18 years and over and an IQOS user;
  2. 2. Be registered in the IQOS database at iqos.co.nz;
  3. 3. Register your device and its components in our database; and
  4. 4. Accept terms and conditions of the program

Online purchase



When buying an IQOS device for the first time, you will be offered three options to choose from after you’ve completed the purchase:
  • Talk to IQOS
  • Email
  • SMS
Simply pick the option that works best for you.

If you pick Talk to IQOS, you’ll be directed to an appointment booking page where you can select a date and time that suits you best. The appointment booking system is hosted by our partner Qudini.

IQOS Store

When buying an IQOS device in store, the team member taking care of you will ask if you’d like to receive support:
  • In store or
  • Via a virtual expert
Depending on what you prefer, the team will book an appointment for you on a date and time that suits you best. You’ll receive confirmation of your appointment by text.

Qudini is a virtual appointment booking service provider, which we have partnered with to schedule Talk to IQOS appointments.

At the moment, you won’t be able to change how you receive IQOS Premium Supportonce you have made your selection. However, we're working on making this feature available in the future.

There are a couple of ways you can change your appointment:

  • You can click on the link in your appointment confirmation text and reschedule the appointment yourself online; or
  • You can get in touch with our Customer Care team who can reschedule the appointment for you.
Once you’ve rescheduled, you’ll receive an updated confirmation text with the details of your new appointment.

MyIQOS Support via email or SMS is free.

For a limited period, our Talk to IQOS service will also be free of charge. We’ll make sure we let you know if this changes.

IQOS Premium Support via email or SMS is free.

For a limited period, our Talk to IQOS service will also be free of charge. We’ll make sure we let you know if this changes.

You’ll receive a short series of emails or texts (based on your preference) over a 14-day period, which will include useful information, links to videos and tips and tricks to support you on your IQOS journey.

Please do not reply to these emails or SMS, as we won’t receive your message. If you do have any questions along the way or need help, please get in touch with our Customer Care team on 0800 810 433.

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We Care

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Our nicotine and tobacco products are not an alternative to quitting and are not designed as cessation aids. They are not risk-free and provide nicotine, which is addictive. Only for use by 18+ who would otherwise continue to smoke or use other nicotine products.
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