Service: About & How To's - FAQs

IQOS is an alternative for adult smokers who would otherwise continue to smoke, to experience tobacco and nicotine in a new way. IQOS is based on Heat not Burn technology, which means that the tobacco or nicotine is heated instead of burned. IQOS is our most advanced product for the use of smokeless tobacco or nicotine, without fire and ash. IQOS has a heating blade that allows the tobacco or nicotine to reach a precisely controlled temperature range. The heating releases a vapor that contains tobacco and nicotine, but since they are not burned, no smoke or smoke odor is produced.

IQOS is an alternative for adult smokers who would otherwise continue to smoke cigarettes. IQOS is not for people who have never smoked or who have quit using tobacco or nicotine. IQOS is intended exclusively for use by adults. See the Important Information section for more details

IQOS offer two IQOS versions on the Swedish market: IQOS 3 DUO and IQOS 3 MULTI.

If you want to read more about the differences between IQOS smoke-free products, please visit the page compare IQOS models.

IQOS is a completely new way of using tobacco or nicotine and an alternative to smoking cigarettes. IQOS heats the tobacco or nicotine instead of burning it. The heating releases tobacco and nicotine without fire, ash or smoke and without smoke odor. Tobacco and nicotine are products that damage health and are addictive. The best way to reduce tobacco-related health risks is to completely stop using tobacco and nicotine.

No, IQOS contains real tobacco or only nicotine and not nicotine liquid. IQOS heats the tobacco or nicotine instead of burning it. IQOS generates tobacco vapour containing nicotine and real tobacco flavour.

No, IQOS is not a tool to quit smoking. If you are worried about the health effects of smoking, the best option is to stop completely.

No, IQOS produces no smoke because it heats the tobacco or nicotine electronically instead of burning it. The heating releases a vapor which is what is seen when an IQOS is used.

No, IQOS is designed to be used with SMARTCORE sticks. It is only by using the products together that we can guarantee the full IQOS experience. All our product-related studies are based on the use of IQOS together with our SMARTCORE sticks.

No, IQOS is used with smoke-free tobacco (heatsticks). Tobacco is a product that damages health and is addictive. The best way to reduce tobacco-related health risks is to completely stop using tobacco.

No, IQOS users should respect local regulations and use common sense as to where, and close to who, they use IQOS. Although the composition of the tobacco vapor created during IQOS use differs from cigarette smoke, the same restrictions apply in Sweden. Since July 1, 2019, indoor use of heated tobacco products and e-cigarettes in public places has been banned. The same applies outside restaurants and cafés and near entrances to public places. Thus, IQOS is not allowed in these places.

IQOS and all accessories are sold here on our website and in our own stores. In the IQOS stores, you can also get support and answers to any questions. The IQOS stores are located in the following places:

IQOS Flagship Store: Sturegallerian, STUREPLAN 4, 111 45 Stockholm

IQOS Pavilion: STUREPLAN Birger Jarlsgatan 21, 111 45 Stockholm

IQOS Store Göteborg: Kungsgatan 56, 41108 Göteborg

IQOS Pop-up Malmö: Hansagallerian, Stora Nygatan 50-56, 211 37 Malmö

In addition to our own stores, there are IQOS and tobacco stick retailers all over Sweden. The list is updated regularly, click here to find your nearest retailer.

IQOS is used with our compact and carefully designed tobacco sticks that deliver the taste of tobacco when heated in an IQOS. Tobacco sticks is designed to be used together with IQOS and it is only by using the products together that we can guarantee the full IQOS experience.

Heatsticks consist of carefully selected and finely ground tobacco that delivers optimal taste when heated. Furthermore, our heatsticks consist 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 aluminum wrap which helps to deliver a consistent taste

Filter - similar to the mouthpiece filter of a cigarette. Made of cellulose acetate.

Heatsticks are designed to offer the same duration and number of puffs as a cigarette. An experience with IQOS lasts up to 6 minutes or 14 puffs, whatever comes first – the equivalent of the time normally spent on smoking a cigarette.

Heatsticks are specially designed to work with the technology of an IQOS, they have the ideal length, diameter and design to fit with the heating blade in IQOS. This means that heatsticks is in line with the length of the heating blade and that the taste of the heated tobacco is delivered effectively.

Heatsticks have a different taste compared to cigarettes because the tobacco is heated instead of combusted. By heating the tobacco, the taste of real tobacco is released. The taste is different and you should not compare it with the taste of cigarettes.

Yes, heatsticks contain nicotine which is addictive. Nicotine is naturally contained in the tobacco used to make heatsticks. It is released in the vapor that is generated when an IQOS is used.

Heatsticks do not have any expiry date. Here are a few tips on how heatsticks should be stored to preserve their quality and taste during use:

Do not store heatsticks 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 IQOS Support by phone 020 - 25 10 10 (Monday-Friday from 09.00-18.00 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.

If it is difficult to insert a heatstick into the IQOS holder, you can first make sure that:

There are no tobacco residues stuck in the Holder

The heating blade has been regularly cleaned

The cap is fully closed.

If the problem persists, try heating the IQOS Holder before inserting a heatstick:

Press the button on the Holder to start heating it

Let the heating run for 2-3 seconds

Carefully insert a heatstick

If the problems persist, our support 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.

Online at IQOS.com, in our IQOS stores (not IQOS Store in Gothenburg) and via our retailers

To get started with your IQOS, please visit the Learn More page where you will find instructions, videos and photos that will help you. Make sure to choose the right IQOS version at the top of the page. If you have further questions, our support will be happy to help you with all IQOS related questions. 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 is designed to work in many different weather conditions, but the use of heatsticks is optimized when used in temperatures between 0 and 50 °C.

Keep your IQOS away from water, direct sunlight and ensure that the ambient temperature is within IQOS’s operating range (0-50 ° C). Do not leave your IQOS in a hot or cold place (for example, in a car) for a longer period since the battery can be damaged, which will impair its capacity.

If your device doesn't work as it should, the first thing we recommend you to do is to visit the Support page here on IQOS.com to see if it can be easily fixed. Please make sure to look for your specific IQOS version.

If that didn't help, please contact IQOS Support or visit one of the IQOS Stores, who will help you further:

IQOS Flagship Store: Sturegallerian, STUREPLAN 4, 111 45 Stockholm

IQOS Pavilion: STUREPLAN Birger Jarlsgatan 21, 111 45 Stockholm

IQOS Store Göteborg: Kungsgatan 56, 41108 Göteborg

IQOS Pop-up Malmö: Hansagallerian, Stora Nygatan 50-56, 211 37 Malmö

There is a risk that the heating blade inside the holder gets damaged, for example when cleaning the device. The heating blade is wide and thin in order to heat the tobacco properly. If the heating blade is damaged, please contact our 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.

If no vibration occurs, this may be because something is wrong with the holder. Try these three steps:
1. Make sure your IQOS 3 DUO is charged, try again if the device vibrates when activated
2. Open the lid and place a heatstick in the IQOS
3. Press and hold the button for 2 seconds and check for vibration

If the problems persist, our support 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.

If no vibration occurs, this may be because:

The lid is not completely open

Something is wrong with the Holder

Try these three steps:
1. Make sure your IQOS 3 MULTI is charged, try again if the device vibrates when activated
2. Open the lid and place a heatstick in the IQOS
3. Press and hold the button for 2 seconds and check for vibration

If the problems persist, our support 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 easily clean your IQOS in a few steps, below you can read about how to proceed with respective IQOS device.

IQOS Holder:

Prepare
1. Switch off your IQOS Holder
2. Wait for at least 30 seconds to cool down the heating blade
3. Remove the cap from the Holder
4. Slide open your IQOS Cleaning tool and ensure it is not damaged and that it is free from residuals

Insert and clean
1. With a straight and gentle move, insert the IQOS Cleaning tool till it touches the bottom of the heating chamber.
2. Without any further pushing pressure, gently twist IQOS Cleaning tool 2-3 times
3. Stop twisting, and remove the Cleaning Tool straight from the Holder
4. Gently tap the Holder and the Cleaning Tool to remove the tobacco residuals

Finalize- use the IQOS Cleaning sticks as final touch
1. Insert the IQOS Cleaning sticks straight along the chamber
2. Do not push or hit against the blade
3. Do not attempt to clean the blade
4. In case IQOS Cleaning stick is blocked, do not force. Simply use again the IQOS Cleaning Tool and repeat the above steps.

IQOS Cap:
1. Clean the inside of the IQOS Cap from the top with the IQOS Cleaning stick
2. Clean the bottom of the cap with the IQOS Cleaning tool
3. Insert the IQOS Cleaning tool till it touches the bottom of the Cap
4. Without extra push, gently twist the IQOS Cleaning tool 2-3 times
5. Stop twisting, and gently tap both the Cap and the IQOS Cleaning tool to remove tobacco residuals.

If you want to learn more about how to clean your IQOS, have a look at the Support page and scroll down to “How to clean your IQOS 3/IQOS 3 DUO” to see a video.

1. First, let your IQOS 3 MULTI cool down.
2. Then remove the Cap from your IQOS 3 MULTI. Gently tap the device to remove tobacco residuals.
3. Remove the cover from the IQOS Cleaning Tool. Carefully insert the IQOS Cleaning Tool into your IQOS 3 MULTI, without extra push, gently twist the IQOS Cleaning tool 2-3 times.
4. We recommend that you occasionally use the IQOS Cleaning Stick. Be gentle and do not forget to clean the inside of the Cap.

If you want to learn more about how to clean your IQOS, have a look at the Support page and scroll down to “How to clean your IQOS 3 MULTI” to see a video.

Be careful not to accidentally heat your IQOS during the cleaning process (avoid pressing the Holder button).

Clean the holder only with IQOS Cleaning Tool, which should be in good condition when being used. Never use water when cleaning the IQOS Cleaning Tool or your Holder. Be careful not to damage the heating blade when cleaning your IQOS.

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 to avoid any humid contact with the electronics of the IQOS Holder.

To ensure optimal functioning, we recommend cleaning your IQOS once a day. You can clean even more frequently if you feel to. A regular cleaning of your IQOS will make the cleaning process quick and smooth. Only use IQOS original cleaning tools to clean your IQOS.

If tobacco is stuck in the cap, you can remove it by gently tapping the top against a hard surface, or by using an IQOS Cleaning Stick. If you use a Cleaning Stick, simply slide it out from the bottom of the Cap. To prevent this problem, always pull up the cap before removing a used Heatstick.