IQOS has a one-year warranty from the date of purchase, which covers anything all functional issues. The warranty certificate is the receipt of the device purchase, and the terms and conditions of the warranty are listed in detail in the user guide.

The customer service team will repair or replace any components which are defective in terms of material or workmanship when used by the associated IQOS™ User Guide and which are subject to a valid voluntary warranty claim. The provisions of this warranty are only valid in the country of purchase.

What we don’t cover with the IQOS warranty:

1. Damage caused by normal wear and tear

2. Cosmetic damage (such as scratches, dents, broken plastic, etc.)

3. Damage caused by misuse, power surge, improper handling, liquid contact, or fire

4. Malfunction caused by using the device with non-compatible products

5. Damage or malfunction caused by attempts to open, modify and repair, either by a user or by a service provider not accredited by IQOS

6. Damage or malfunction caused by failure to use as described in the associated IQOS User Guide

Feel free to check more about replacement and warranty here.

If your Pocket Charger is not charging, there are a few steps you can follow to solve your IQOS charging issue and ensure the optimal charging for your device:  

1. Check the charging cable entrance of your device. If there is any blockage, remove the blockage by gently blowing from a distance.
2. Ensure that you have plugged the pocket charger into a wall power outlet with a working power adaptor and cable. Always use the official IQOS power adaptor and cable, unofficial ones may interrupt the charging.

3. Refrain from charging with a laptop. This may also interrupt the charging.
4. Clean the contacts between the pocket charger and holder.
5. Place the holder back inside the pocket charger. Ensure to place it correctly: the metal connector of the holder should be at the bottom of the pocket charger. While your device is charging, the lights will pulse. Please note that seeing a light on a deeply discharged device may take up to 20 minutes.

If after these steps your IQOS device is still not charging, go check out How to Charge your IQOS on our troubleshooting page.

When is a defective IQOS device or heating element replaced?

If your IQOS is not charging, there are a few steps you can follow to solve your IQOS charging issue and ensure the optimal charging for your device:

1. Check the charging cable entrance of your device. If there is any blockage, remove the blockage by gently blowing from a distance.
2. Ensure that you have plugged the pocket charger into a wall power outlet with a working power adaptor and cable. Always use the official IQOS power adaptor and cable, unofficial ones may interrupt the charging.

3. Refrain from charging with a laptop. This may also interrupt the charging. While your device is charging, the lights will pulse. Please note that seeing a light on a deeply discharged device may take up to 20 minutes.

If after these steps your IQOS device is still not charging, you can go check out How to Charge your IQOS video on our troubleshooting page to learn more about your device and its charging.

To remove the tobacco stuck in the IQOS heater, please follow these steps:

• For best results removing tobacco from your IQOS device, let it cool down for at least 30 seconds first. Start by tapping the device gently on a hard surface to dislodge the blockage.
• Use the dual cleaning tool to gently remove any residue from around the base of the blade and the rest of the heating chamber, using cleaning sticks to remove other pieces of tobacco residue if necessary.
• Find the details on our troubleshooting page on how to clean your device!

• If your IQOS ORIGINALS is not performing optimally, it may be time for a cleaning. Using the dual cleaning tool, cleaning can be quick and easy. Find the details on our troubleshooting page to quickly resolve it!
• You can also bring your IQOS to your nearest IQOS boutique for a free Complete Service periodically. Click here to find the nearest store

If you cannot position the Holder’s top cap correctly, you might need to clean your device and remove the tobacco residue stuck around the blade. This usually happens when the holder cap is not pulled up before removing the used tobacco stick. To remove it, follow the below steps;

• Remove the cap from the holder by sliding it up.
• Gently tap the cap on the table. Use an IQOS cleaning stick and sweep the interior of the cap to remove the last bits of tobacco.
• Apply the same process with the holder. Refrain from exerting stress on the blade
• Insert the cap back into the holder correctly.

• Watch the tutorial to learn more details on how to clean your IQOS device on our get support page.

IQOS used for less time than expected or only a few times

Your IQOS device is designed to provide you with experiences that each has up to 6 mins and/or 14 puffs whichever comes first. You can follow these steps to make sure you are fully enjoying your experience with IQOS:

•              Let the device heat up for 20 seconds to allow for aerosol creation.

•              Ensure that there are Intervals (time) between puffs.

•              Leave time between puffs allows the Holder to properly heat the tobacco and generate an aerosol.

•              check whether the consumable was not accidentally used twice

A good cleaning of the device always helps to get the best out of your IQOS experience: check our how-to videos on the get support page to learn more.

If you are experiencing problems with your IQOS device, there is a wide range of options available:

• If you require assistance with a specific problem, you can find the right answer in the support area or FAQs. Tip: Use the search function to search for specific keywords.
• Our Youtube channel features how-to videos and short films with solutions to the most common problems.
• If you haven’t found a solution, please contact our Facebook Support. By the way: Our employees at the IQOS stores are always happy to be of assistance with your questions and problems

If the device is defective (such as the IQOS heating blade has broken), please start the online-diagnostic tool immediately. If the problem couldn’t be resolved in this manner, then please contact an expert in an IQOS Store nearby.

There are various ways to proceed depending on the problem your IQOS device is experiencing.

Step 1: Device reset

Please first reset your IQOS device to exclude a software error. You can learn how to reset your device on our troubleshooting page.

Step 2: Firmware update with the IQOS app

Otherwise, check the current firmware version on your IQOS device and, if necessary, perform a firmware update with the IQOS app.

Step 3: Cleaning and charging

Clean your IQOS Holder and Pocket Charger thoroughly and make sure you have charged them for at least 20 minutes using the original IQOS power supply and USB cable.

Step 4: Online troubleshoot

If the problem persists after resetting the device, then launch the online-diagnostic tool.

Step 5: IQOS Care

If you require assistance with a specific problem, you can find the right answer in the support area or FAQs.

If your IQOS heating blade has broken, we may replace your device at no cost through accidental damage coverage within the first twelve months. You can do an eligibility check by starting our self-diagnostic tool.

Keep IQOS away from water, direct sunlight and/or heat.
Do not leave IQOS device for extended period of time in a hot place, such as inside a car, as the battery or electronics may be damaged or significantly deteriorated.

If your IQOS device is not working, simply perform a reset.  

Still no luck? Please contact one of our consultants. We are at your disposal 7 days a week from 8:00 to 22:00, also on weekends (holidays: from 10:00 to 17:00).

Facebook / Messenger - IQOS Polska
Twitter - IQOS Support Polska
Email - [email protected] 
IQOS Helpline - 801 801 501 lub 22 455 14 04 (the cost of the call is compatible with your operator's rate)
 

IQOS Holder and Pocket Charger are designed to be safe, as electronic devices, when used in accordance with the instructions in the User 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.