Registration & Customer Account - FAQs

By registering, you automatically receive the following services:

60-Day Money-Back Guarantee on your first IQOS purchase*

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 easily create an account here. Do not forget to activate the account via the link that will be sent to your email. If you can't find the email, please check your junk mail. If you still haven’t received anything, 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.

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.

Yes, we only sell to people over the age of 18 and registration is therefore necessary.

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 Philip Morris 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.