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Frequently Asked Questions

FAQ

Heat Not Burn Technology

What kind of product is IQOS?
IQOS is an alternative for adult smokers who would otherwise continue to smoke and want to continue to consume real tobacco without the inconveniences of cigarettes, such as ash or smoke. It is not for people who have quit smoking or have never smoked. IQOS is PMIs recent smoke-free product that uses sophisticated electronics to heat tobacco instead of burning it to release nicotine containing vapour. IQOS and tobacco sticks are not for minors (under 18 years of age). Please refer to the Important Information section for details.
Will IQOS help me quit smoking?
No. IQOS is not a smoking cessation device or intended as a device to quit smoking. If you are concerned about the health effects of smoking, your best option is to quit tobacco use altogether.
Does IQOS produce smoke?
No, IQOS does not produce smoke because it does not burn tobacco. It generates a tobacco vapor, that is what you see when using IQOS.
What is the difference between cigarettes and IQOS?
IQOS is a better alternative to smoking because it heats tobacco instead of burning it. It provides real tobacco taste without fire, ash or cigarette smoke, and a less sticky smell. IQOS emits on average 95%* lower levels of harmful chemicals compared to cigarettes. Switching to IQOS completely presents less risk to your health than continuing to smoke.

Important information: IQOS is not risk-free. It delivers nicotine, which is addictive.

*Compared to the smoke of a reference cigarette (3R4F). It does not necessarily equal a 95% reduction in risk. If you are concerned about the health effects of smoking, your best option is to quit tobacco and nicotine use altogether.

Can I use cigarettes with an IQOS device?
No you should not. IQOS device has been designed to work exclusively with tobacco sticks, and vice versa. It is only by using both together that you can take advantage of the benefits that the system provides and that have been proven by PMI science.

All PMI studies are based on the use of IQOS with tobacco heatsticks.

Is using IQOS safe/risk free?
No. IQOS is not risk free. IQOS emits on average 95% lower level of harmful chemicals compared to cigarettes*. Switching completely to IQOS is less harmful than continuing to smoke. Important information: IQOS is not risk-free. It delivers nicotine, which is addictive. * Compared to the smoke of a reference cigarette (3R4F). It does not necessarily equal a 95% reduction in risk. If you are concerned about the health effects of smoking, your best option is to quit tobacco and nicotine use altogether.
Can I use IQOS indoors?
Before the adoption of the new law, use in some areas was already prohibited, while some places still allow. For example, at hotels, restaurants, cafes, bars use will be prohibited only from March 15, 2022, at shopping centers - from January 2021. However, consumers should respect the rules and exercise common sense with respect to where and around whom they use the product. The composition of the aerosol of this product is significantly different from that of the cigarette smoke.
Use of IQOS at holiday destinations
The inbound allowance for tobacco sticks is similar to cigarettes and may vary from one country to another. Before leaving for vacation, please double check the allowances set by the respective government agency in the country of your travel. Customs authorities in the country of your destination may challenge the excess of the inbound allowance and could take the product, or even apply fines. Travelers should check before traveling, if entering with tobacco products is allowed in their country of destination.
Who can I contact if I have further questions?
We offer a customer care service. You can call us at +37444004767 and our team will provide you with requested information, follow the instructions of our Viber Assistant , contact us via IQOS Armenia Facebook chat or visit an IQOS store nearby. This service is available only for legal-age smokers.
What do I do if I have problems with my device?
We care about offering you the best possible IQOS experience while the operation of IQOS Corner at Yerevan Mall and IQOS Boutique at Dalma Garden Mall has been temporarily suspended. In case you have issues with your IQOS device, please use our Viber Assistant to help solve the problem with your device.You can also contact our Customer Care, where an agent will assess the situation and either help you fix it or offer device replacement options including home delivery or a pick up location.

IQOS Devices

Is IQOS safe as an electronic device?
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.
What should I do if my IQOS device is not functioning?
If your IQOS device is not working, simply perform a reset . Still no luck? Please contact Customer Care։ +37444004767, or visit an IQOS Store nearby ․Other channels to contact us are our Viber Assistant and the IQOS Armenia Facebook chat . This service is available only for legal-age smokers .
What are the optimal IQOS storage conditions?
Keep IQOS away from water, direct sunlight and/or heat. Do not leave an IQOS device for an extended period of time in a hot place, such as inside a car, as the battery or electronics may be damaged or significantly deteriorated.
How to properly clean my IQOS?
Prepare the IQOS holder
  • switch off your IQOS holder
  • wait for at least 30 seconds to cool down the blade
  • remove the cap
  • slide open your IQOS Cleaning Tool and check if it is not deformed and free of particles
  • Insert

    • with a straight and gentle gesture, insert the IQOS Cleaning Tool till it touches the bottom of the heating chamber
    • do not twist yet.
    • Clean

      • without any further pushing pressure, gently twist IQOS Cleaning Tool 2-3 times
      • stop twisting, and extract the Tool straight from the holder
      • gently tap the holder and the Cleaning Tool to remove the tobacco residuals:
      • Finalize – use the IQOS Cleaning Sticks as a finishing touch.

        • insert the IQOS Cleaning Stick straight along the chamber
        • do not push or hit against the blade
        • do not attempt to clean the blade
        • in case IQOS Cleaning Stick is blocked, do not force it. Simply use the IQOS Cleaning Tool and repeat the above steps.
        • IQOS Cap

        • Clean the inside of the IQOS Cap from the top with the IQOS Cleaning Sticks
        • Clean the bottom of the Cap with the IQOS
        • Cleaning Tool:

          • Insert the IQOS Cleaning Tool till it touches the bottom of the Cap
          • Without extra push, gently twist the IQOS Cleaning Tool 2 - 3 times
          • Stop twisting, and gently tap both the cap and the IQOS Cleaning Tool to remove tobacco residuals.
How to clean the IQOS Cleaning Tool?
Gently tap the IQOS Cleaning Tool on a surface and use a cloth to get rid of the residues. Do not clean it with water and avoid any humidity in the IQOS holder or charger.
How often should I clean my IQOS?
To ensure optimal taste, we recommend cleaning your IQOS once a day. A regular clean up of your IQOS will make the cleaning process quick and smooth. Only use IQOS original cleaning tools to clean your IQOS.
How to my sanitize IQOS device during Coronavirus outbreak?
Wipe the outside of the Charger, the Holder and the associated accessories with a wipe containing 62–71% ethanol. Dispose 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 IQOS cleaning sticks. Dispose the used sticks in the bin with the wipes.
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?
We care deeply about the safety of our consumers. Based on currently available medical expertise and scientific data, our processes incorporate special measures during this situation to help ensure the safety of our consumers: All IQOS devices and accessories used for Lending or Guided Trial are being handled using disposable gloves and protective masks. Additionally, our sales experts sanitize, repack and quarantine them for the amount of time that, based on current scientific knowledge, does not allow the Coronavirus to survive on the device

IQOS 3 DUO

How is IQOS 3 DUO different from the previous devices?
The new IQOS 3 DUO has the most advanced holder within the IQOS family. It allows two consecutive uses without holder recharging . • At least 2min 20sec faster than charging the holder of IQOS 2.4 PLUS* • At least 1min 40sec faster than charging the holder of IQOS 3* • It has an IQOS ProtectPLUS™ System for better protection and reliability․ *Provided IQOS 3 DUO holder is fully charged the first time or when fully depleted; and applicable for charging IQOS 3 DUO holder from 0 to 1st use. It may depend on conditions of use, on battery life cycle, weather conditions and device usage.
How can I check the charge level of the battery?
To check the charge level of the IQOS 3 DUO pocket charger, press & release the pocket charger Button. The pocket charger Status light will turn ON for 3 sec to indicate battery status: 4 LEDs = more than 75% charged 1 LED = low charge.
How long does it take to fully charge the IQOS 3 device?
It takes approximately 120 minutes to fully charge the IQOS 3 DUO pocket charger from an electrical outlet. Only charge IQOS 3 DUO device using IQOS AC Power Adapter and USB cable.
Should I always fully charge my IQOS 3 DUO pocket charger?
IQOS 3 DUO device does not require a full charge to work, however we recommend to fully charge the device before the first usage. If the IQOS 3 DUO pocket charger is fully charged, you may use the holder up to 20 times.
Can I charge IQOS 2.4 PLUS holder with the IQOS 3 Duo Pocket charger and vica versa?
No, the new IQOS 3 DUO pocket charger is only compatible with IQOS 3. If you insert the IQOS 2.4+ holder into the IQOS 3DUO pocket charger, the holder will not fit because of different size. The IQOS 3 DUO holder can not be placed in the IQOS 2.4+ pocket charger, for the same reason.
Can I use an IQOS AC power adapter & USB cable from the previous device version to charge the IQOS 3 DUO device?
You can use the IQOS AC Power Adapter from all versions. However, IQOS 3 DUO USB cable hosts a USB-C port, which is different from that of the older models. You can use the IQOS 3 Duo USB cable to charge your IQOS 3 and vica versa.
How can I reset my IQOS 3 DUO device?
Reset your IQOS 3 DUO device by pressing and holding the pocket charger Button for 10 seconds (until lights fade out), then release. All Status Lights will turn OFF, blink three times, and progressively fade in, to confirm the reset.
How to check the holder status for available uses?
You can check the holder status (how many uses are available without recharge) in two ways – either on the holder itself or on the pocket charger: To check the status on the holder, press & release the Button of the holder for one second : 2 lights – ready for two uses 1 light – ready for one use o No light – the holder is charged To check the holder status on the pocket charger, press & release the pocket charger button 2 lights – ready for two uses 1 light – ready for one use * For users who use the IQOS 3 holder with the IQOS 3 DUO charger, press & release the pocket charger button Light blinks twice - ready for two uses Light blinks once - ready for one use
How does IQOS 3 DUO adapt to my rhythm of consumption?
IQOS 3 DUO enables two consecutive uses without an extra holder recharge between uses. They will be indicated by the two white LED lights on your holder and pocket charger. Once you have finished the first use, there will be only one light left, i.e. 2 LEDs on – 2 uses ready, 1 LED – 1 use. If you need the second use right away, your holder is instantly ready for it. If you do not need the second use right away, simply put the holder back in the pocket charger for a quick recharge to have 2 uses back again. In most cases, you can charge holder back to at least one experience faster than holder charging of any other IQOS device. Therefore, you have no waiting time between two uses.
What do IQOS 3 DUO device vibrations mean?
IQOS 3 DUO vibrations are activated in the following situations։ - 1 vibration at the start of the heating, once you press the button to start - 2 vibrations, when the device is ready to be used - 2 vibrations when the experience is nearly complete, 30 seconds prior to the end of the tobacco session.
What is the optimal IQOS 3 DUO device functioning temperature?
IQOS 3 DUO is designed to work in a wide range of temperatures, but best temperature for sticks is between 0°C to 40°C.
What is a New ProtectPLUS™ System?
IQOS ProtectPLUS™ introduces a number of improved features related to design and technology
  • robust outer shell improves shock resistance of the device
  • new side door opening tested to guarantee reliable device performance
  • new technology provides longer battery life
  • electronic chamber* of your IQOS 3™ holder has been redesigned for improved device reliability.
  • *Electronic chamber refers to the area of the IQOS holder, where the electronic elements are located.
How can I check the charge level of the IQOS 3 DUO Device?
To check the charge level of the IQOS 3 DUO pocket charger, press & release the pocket charger Button. The pocket charger Status light will turn ON for 3 sec to indicate battery status: 4 LEDs = more than 75% charged 1 LED = low charge.

IQOS 3 Multi

How can I check the charge level of the battery?
Press IQOS 3 MULTI Button for 1 second (short press). The Battery Status lights will turn on and indicate the level of charge: 4 LEDs = more than 75% charged 1 LED = low charge, needs to charge.
How long does it take to fully charge the device?
It takes approximately 75 minutes to fully charge the IQOS 3 MULTI device from an electrical outlet. Only charge IQOS 3 MULTI device using the supplied AC Power Adapter and USB cable.
Should I always fully charge my pocket charger battery?
IQOS 3 MULTI device does not require a full charge to work, however we recommend to fully charge the device before the first usage. If the IQOS 3 MULTI pocket charger is fully charged, you may use the holder up to 10 times.
How can I reset my IQOS device?
You can reset your IQOS 3 MULTI device by pressing and holding the button for 10 seconds and then releasing. The lights will fade in and out to confirm a reset.
What do device vibrations mean?
IQOS 3 MULTI vibrations are activated in the following situations։
  • At the start of the heating (once you press the button to start) - one vibration
  • When the device is ready to be used - two vibrations
  • When the experience is nearly complete (30 seconds prior to the end of the tobacco session) - two vibrations.
What do the lights on my IOQS 3 MULTI mean?
Any white light indicates that the device performs various operations, like charging, re-initialization, ready to use, fully charged etc. Any red light indicates that there is a device error or device operates outside its operating temperature (0 - 40°C). If the Button light blinks white twice, this indicates that the device operates outside it's operating temperature. Please wait until the device is within temperature limits. If the Button light blinks red, this might indicate a device malfunction. Please, perform a reset of your device and try again. Still no luck? You can go through self diagnostics through our Viber Assistant, contact Customer Care or visit IQOS Stores nearby
What is the optimal temperature range for IQOS 3 MULTI use?
IQOS 3 MULTI is designed to work in a wide range of temperatures, but the best temperature for sticks is between 0℃ and 50℃.

IQOS 2.4 Plus

How can I check the charge level of IQOS 2.4 PLUS?
You can check the charge level by following these simple steps: 1. For 1 second press the ON/OFF button 2. The LEDs will turn on and indicate the level of charge: - 1 LED = low charge level - 4 LEDs = device is fully charged.
How long does it take to fully charge the device?
It takes approximately 120 minutes to fully charge the IQOS 2.4 PLUS pocket charger from an electrical outlet. Only charge IQOS 2.4 PLUS device using the supplied AC Power Adapter and USB cable.
Should I always fully charge my pocket charger battery?
The IQOS 2.4 PLUS device does not require a full charge to work. If the IQOS 2.4 PLUS pocket charger is fully charged you may use the holder for up to 20 times.
How can I reset my IQOS device?
You can do a reset of your IQOS 2.4 PLUS device by simultaneously pressing and then releasing the Bluetooth and Power Buttons until all lights briefly blink, signaling the reset.
What do device vibrations mean?
Holder vibrations are activated in the following situations:
  • At the start of heating (once you press the holder button to start)
  • When the experience is nearly complete (30 seconds prior to the end).
What does the red light on my holder mean?
  • the holder light on the IQOS 2.4 PLUS pocket charger indicates a holder malfunction.
  • A slowly pulsing red light while charging means that the holder battery is reaching the end of its lifecycle.
  • The bottom light on the pocket charger Battery Status indicates a pocket charger malfunction or device is outside its optimal operating temperature (10°C - 40°C)
Please, perform a reset of your device and make sure it is in the optimal temperature range. Still no luck? You can go through self diagnostics through our Viber Assistant, contact Customer Care or visit IQOS Stores nearby
What does the red light on my pocket charger mean?
The red light, blinking or steady, on your holder may indicate that:
  • Holder is not charged
  • Device is outside its optimal operating temperature (10°C - 40°C)
  • You pressed on the holder button during usage - holder malfunction
  • To resolve the issue, you may try the following:
What is the optimal IQOS device functioning temperature?
IQOS 2.4 PLUS is designed to work in a wide range of temperatures, but the tobacco stick tastes best when the device is used between 0℃ and 40℃.

HEETS tobacco sticks

What is the puffing time of a heated tobacco stick?
Heated tobacco sticks are designed for the similar duration and number of puffs as cigarettes. Up to 14 puffs or about 6 minutes of use, whichever comes first.
Why are tobacco sticks shorter than cigarettes?
The tobacco sticks are designed specifically for IQOS devices. They have an optimal length, diameter and design for the IQOS holder.
Why does the tobacco stick taste different from cigarettes?
The taste of tobacco sticks is different from that of cigarettes because tobacco is heated rather than burned. By heating the tobacco, the taste of the tobacco is released with no taste of burnt paper, smoke or ash.
Do tobacco sticks contain nicotine?
Yes, these tobacco sticks contain nicotine, which is addictive. Nicotine is naturally present in the tobacco used in heatsticks. Nicotine is released in the vapor that is generated during IQOS usage.
What is the composition of the heated tobacco stick?
The tobacco part consists of finely ground and specially prepared tobacco that delivers real taste while heating. Non-tobacco part consists of: Cooling plug - made of corn-based material also used in medical, food and beverage industries Air flow chamber – designed to hold the tobacco plug in place and transfer the aerosol to the cooling plug Protective wrap – protective aluminium wrap which helps to deliver even heating Filter - similar to the mouthpiece filter of a cigarette. Made of cellulose acetate.
I cannot insert the tobacco stick into the holder
If you have difficulties inserting the tobacco sticks in the IQOS holder, we advise you to first check whether:
  • There is any tobacco residue left in the holder
  • The heating blade is cleaned thoroughly
  • The holder cap is fully closed
  • If all of the above is all right, you can try to preheat the IQOS holder prior to inserting the tobacco stick:
For IQOS 2.4P / IQOS 3/IQOS 3 DUO
  • Press the holder button to start heating
  • Wait for 2-3 seconds for preheating
  • Gently insert the tobacco stick
For IQOS 3 MULTI
  • Open the lid
  • Press the Button to start heating the device
  • Wait for 2-3 seconds for preheating
  • Gently insert the tobacco stick
Still no luck? You can call us at +37444004767 and our team will provide you with requested information, follow the instructions of our Viber Assistant , contact us via IQOS Armenia Facebook chat or visit an IQOS store nearby. This service is available only for legal-age smokers.
How to remove the stuck tobacco from the IQOS holder?
If the tobacco plug is stuck in your cap, remove by gently tapping the cap on a hard surface to extract the tobacco plug, or by using cleaning sticks. If you use an IQOS cleaning stick, simply push the rod outward from the bottom part of the cap. To prevent this issue, please make sure to always lift up the cap before extracting the used tobacco stick.
When do HEETS expire?
HEETS do not have an expiration date. To make sure you’re always enjoying optimal taste and experience, here are some storage tips.
  • Do not store HEETS in direct sunlight or expose them to humidity or humid weather conditions.
  • Make sure they are kept dry.

Should you experience any inferior taste, please do not hesitate to contact us.

Services and Support

Yes we do have a customer care service.You can call us at +37444004767 and our team will provide you with requested information, follow the instructions of our Viber Assistant , contact us via IQOS Armenia Facebook chat or visit an IQOS store nearby. This service is available only for legal-age smokers.
Are IQOS stores open?
The health and safety of our community is important to us. With a sense of responsibility towards our store employees and customers, and with the aim of helping to prevent the further spread of COVID-19, the operation of IQOS Corner at Yerevan Mall and IQOS Boutique at Dalma Garden Mall has been temporarily suspended. Here is an up-to-date list of retailers where you can purchase IQOS devices and HEETS.

Orders and Commercial Information

In which countries is IQOS available?
IQOS is available in the following countries
Where can I buy HEETS?
.
How does the free delivery work?
We will deliver your IQOS products to you next day for free.
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?
According to health authorities like the World Health Organization and the U.S. Food and Drug Administration there is no evidence to support transmission of coronavirus through imported goods.
Sources: WHO FDA
Additional Support
IQOS is not risk free. For adults only.