Registration & Customer Account - FAQs

You can register more devices in your IQOS user profile. In your profile, go to "My devices" and click on "Add device".

However, the special registration offer consisting of free HEETS is only valid one time for new customers upon first-time device registration with the IQOS database.

By registering, you automatically receive the following services:

• 60-Day Money-Back Guarantee on all your IQOS device purchases*
• A new device if it breaks down and the defect is covered by the warranty
• International support*
• Support from a personal IQOS-Expert

*Please note that for these services your IQOS needs to be registered to your account. You can see how to do this below in response to the question "How do I register my IQOS device?" In order to make a purchase on IQOS.com you need an account.

If you also sign up for communication, you will get following services:

• Conversion Support from an IQOS Expert
• First-to-know information regarding product launches and new services
• Special offers

You can register directly on our website, in the “Sign in”/ “Register" section, by selecting "Register". At the end of the registration, you will receive an email with a link to activate your profile within 24 hours.   
If you already have an IQOS account, instead, it will be sufficient to click on "Login", then enter the email address and password defined at the time of registration. Forgot your password? Click on "Forgot your password?" To receive an email that will allow you to create a new one.

By signing up for our newsletters and other communications, you receive first-to-know information and offers about IQOS*. Select the checkbox under Communication in "My account" to accept. You can easily unsubscribe if you no longer wish to receive information from us.

*Please note that this does not include news and offers of tobacco (heatsticks).

To register your IQOS, go to "My Devices" under "My Account" and click on "Register new IQOS. For all purchases of an IQOS on IQOS.com, your device is automatically registered when it is shipped. You can see your devices under "My Devices" in your profile. If you need further help, please contact IQOS Support who will be happy to help you further. Contact IQOS Support by phone 020 - 25 10 10 (Monday-Friday from 08.00-19.00 and Saturday-Sunday from 10.00-18.00). You can also send an email to contact.se@iqos.com, start a chat conversation on our website or ask for help at the closest IQOS store.

You can change your personal data at any time by logging into your account and updating the information there. If you need help, contact IQOS Support by phone 020 - 25 10 10 (Monday-Friday from 08.00-19.00 and Saturday-Sunday from 10.00-18.00). You can also send an email to contact.se@iqos.com, start a chat conversation on our website or ask for help at the closest IQOS store.

Registration is mandatory for purchases in IQOS.com. Thus, you can take advantage of many benefits.  If you buy in IQOS stores or through the IQOS advisor, registration is not mandatory, but you will have to prove that you are of legal age.

Please check your junk mail or contact IQOS Support by phone 020 - 25 10 10 (Monday-Friday from 08.00-19.00 and Saturday-Sunday from 10.00-18.00). You can also send an email to contact.se@iqos.com, start a chat conversation on our website or ask for help at the closest IQOS store.

IQOS Customer Benefit Program is a free service intended to give IQOS users the smoothest service experience possible. IQOS users who have registered their IQOS at IQOS.com and activated Customer Benefit Program for this device are entitled to one claim on accidental damage during the coverage period. This is not the same thing as the warranty. If you want to know the difference between warranty and accidental damage coverage you can read more under "Warranty terms" further down in the FAQ.

The Customer Benefit Program offers the following benefits:

• Accidental Damage Coverage
• Personal IQOS Expert who, among other things, explains how IQOS works and its benefits and provides information about the registration process.
• Information about news and offers before unregistered IQOS users. No exclusive products or launches are included in this program.
• International Assistance - toll-free number (fees may apply) that IQOS users can call if something happened during stays abroad to countries where IQOS is sold (by Swedish Match or its subsidiaries or authorized third parties). At the event, the IQOS user receives help from experienced IQOS agents.
• 10% discount on accessories

Register your IQOS here

To know more about what is included in Care Plus, you can always contact Customer Care who will be happy to help you further. Contact IQOS Support by phone 020 - 25 10 10 (Monday-Friday from 08.00-19.00 and Saturday-Sunday from 10.00-18.00). You can also send an email to contact.se@iqos.com, start a chat conversation on our website or ask for help at the closest IQOS store.

The Customer Benefit Program and warranties are based on the device's registration date

• Accident damage coverage (one per unit): applies in 12-months from registration date
• The Customer Benefit program applies 12 months from purchasing dare on your latest purchased device

This may be because your device’s warranty period has passed, which means you cannot take part of of IQOS Customer Benefit Program.

No, you cannot depute your Customer Benefit Program to anyone else because the Program is based on the unit's registration and warranty date.

Please contact IQOS Support by phone 020 - 25 10 10 (Monday-Friday from 08.00-19.00 and Saturday-Sunday from 10.00-18.00). You can also send an email to contact.se@iqos.com, start a chat conversation on our website or ask for help at the closest IQOS store.

In all available offers, it should clearly be explained which retailers these apply for. If this information does not appear, please contact IQOS Support by phone 020 - 25 10 10 (Monday-Friday from 08.00-19.00 and Saturday-Sunday from 10.00-18.00). You can also send an email to contact.se@iqos.com, start a chat conversation on our website or ask for help at the closest IQOS store.

IQOS Customer Benefit Program is valid in the country you applied for, this does not necessarily have to be in the country where you bought your IQOS.

As long as you have an active account in the Customer Benefit Program and your device’s warranty period is still active (12 months), you can benefit from IQOS Customer Benefit Program.

During your warranty period, you can have your unit replaced once due to an accident, this is included in IQOS Customer Benefit Program. If you have changed your device before Customer Benefit Program was launched, this will not affect the ability to replace your device once.

Replacement is not available for such cases.

Replacement is not available for such cases.

Replacement is not available for such cases unless it affects the device’s functionality.

Yes, the warranty covers electronic products for a 12-month warranty period if the problem is due to a defect product or malfunction. We will replace your defect product with a new one.

No, we only replace products that are defective or have a malfunction due to cosmetic damage.

Yes, IQOS Customer Benefit Program is free of charge.

IQOS.com provides you two ways in order to sign in. Α) Email and Password The first way to login is by entering your email address and password. If you have forgotten your password, you can click on the “forgot password” button or login with your mobile. Β) Mobile Number and One-Time-Password (OTP) The second way to login is by entering your mobile number and a password that we send to you via SMS. Please keep in mind that the mobile number should be registered in your account and be verified.

In order to change your account email address, you need first to login and visit your account page. For updating your email, you can visit the “Email Address” section and click on the “edit” icon. After changing your email address, click on the “Send Verification Email” and save the changes. In order to verify your email, check your inbox and click on the email verification button.

In order to change your password, you need first to login and visit your account page. For updating your password, you can visit the “Password” section and click on the “edit” icon. After confirming your current password, you can set a new one. If you have never set a password in the past, you will be asked to set a new one.

You can update your address at any time via your customer account.   You can access your customer account on IQOS.com on your account detail.   After logging in, please navigate to "My Details" and then "My Addresses" to change your address.

Please proceed as follows: Please visit IQOS.com and log in to your account using your e-mail address and password. In your account, open "My Details" and click then on “Delete account” In the “Delete account” area, you’ll need to confirm deletion of your account with a click. Please note: Your account will be immediately deleted and will no longer be available to you.

If you have registered on IQOS.com and have given your consent for marketing communication, then you have to take out marketing opt in. Simply, go to your IQOS profile, by selecting “My account” and tick off to unsubscribe from marketing communication.   

If you’ve already registered your device, you can find the device number online in your IQOS profile. Alternatively, the device number can be found on the bottom of the original packaging for your IQOS device as well as on the invoice.

Yes you can, provided that you have already created your account.* If your device is not registered yet, once paired with the IQOS app, it will be automatically registered under your account. The app displays IQOS devices that are registered in your account even if they were not previously paired with the app. Pairing your IQOS device enables to:

• adjust settings to personalize your IQOS experience
• ensure device functionality in case of minor malfunctions
• ensure device functionality in case of minor malfunctions
• view device usage

You can pair more than one IQOS device with the IQOS app. If you have not yet registered the device, you can do so while pairing. The device will be automatically registered to your account.