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Frequently Asked Questions

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Heat Not Burn Technology

What kind of product is IQOS?
Will IQOS help me quit smoking?
Does IQOS produce smoke?
What is the difference between cigarettes and IQOS?
Can I use cigarettes with an IQOS device?
Is using IQOS safe or risk-free?
Can I use IQOS indoors?
Use of IQOS at holiday destinations
Who can I contact if I have further questions?
How do you measure IQOS emissions, which you claim are reduced on average by 95% compared to the smoke of a 3R4F cigarette?
What is the totality of evidence you refer to when claiming that switching to IQOS presents less risk than continued smoking?
How do you measure the number of IQOS users?
What is this 3R4F cigarette you refer to?

IQOS Devices

Is IQOS safe as an electronic device?
What should I do if my IQOS device is not functioning?
What are the optimal IQOS storage conditions?
How to properly clean my IQOS?
How to clean the IQOS Cleaning Tool?
How often should I clean my IQOS?
What do I do if I have problems with my device?
How to my sanitize IQOS device during Coronavirus outbreak?
As the IQOS devices used for Lending and Guided Trial are not brand new, what precautions are being taken to ensure that they are clean to use?

IQOS 3 DUO

How is IQOS 3 DUO different from the previous devices?
How can I check the charge level of the battery?
How long does it take to fully charge the IQOS 3 device?
Should I always fully charge my IQOS 3 DUO pocket charger?
Can I charge IQOS 2.4 PLUS holder with the IQOS 3 Duo Pocket charger and vica versa?
Can I use an IQOS AC power adapter & USB cable from the previous device version to charge the IQOS 3 DUO device?
How can I reset my IQOS 3 DUO device?
How to check the holder status for available uses?
How does IQOS 3 DUO adapt to my rhythm of consumption?
What do IQOS 3 DUO device vibrations mean?
What is the optimal IQOS 3 DUO device functioning temperature?
What is a New ProtectPLUS™ System?
How can I check the charge level of the IQOS 3 DUO Device?

IQOS 3 Multi

How can I check the charge level of the battery?
How long does it take to fully charge the device?
Should I always fully charge my pocket charger battery?
How can I reset my IQOS device?
What do device vibrations mean?
What do the lights on my IOQS 3 MULTI mean?
What is the optimal temperature range for IQOS 3 MULTI use?

IQOS 2.4 Plus

How long does it take to fully charge the device?
Should I always fully charge my pocket charger battery?
How can I reset my IQOS device?
What do device vibrations mean?
What does the red light on my holder mean?
What does the red light on my pocket charger mean?
What is the optimal IQOS device functioning temperature?

HEETS tobacco sticks

What is the puffing time of a heated tobacco stick?
Why are tobacco sticks shorter than cigarettes?
Why does the tobacco stick taste different from cigarettes?
Do tobacco sticks contain nicotine?
What is the composition of the heated tobacco stick?
I cannot insert the tobacco stick into the holder
How to remove the stuck tobacco from the IQOS holder?
When do HEETS expire?

Services and Support

I am new to IQOS. Do you offer any personalised assistance? Is it free of charge?
Are IQOS stores open?

USA FDA DECISION ABOUT IQOS

What is the FDA?
What is an MRTP?
What is the difference between FDA approval and authorization?
What is the difference between IQOS as an MRTP and cigarettes?
What is the difference between IQOS as a Modified Risk Tobacco Product and vaping products?
How does the US FDA announcement change the marketing of PMI’s smoke-free products?

Orders and Commercial Information

In which countries is IQOS available?
Where can I buy HEETS?
How does the free delivery work?
I see that IQOS devices, accessories and HEETS are shipped from countries with reported laboratory-confirmed COVID-19 cases, such as China and Italy. Do I have a higher chance of getting coronavirus from products shipped from these countries?
Additional Support