IQOS CARE - FAQs

No. Unlike previous IQOS models, cleaning the device is no longer necessary with the new IQOS ILUMA line. ILUMA's bladeless SMARTCORE INDUCTION SYSTEM™ places the metal heating element inside the TEREA stick, leaving no residue inside the ILUMA device and therefore requires no cleaning. Previous generation bladed IQOS devices however benefit from regular cleaning.

More information on how to clean your bladed IQOS devices in the section Cleaning a bladed device.

IQOS Holder and Pocket Charger are safe, as electronic devices, when used in accordance with the instructions in the Quick Start Guide. For more details refer to the User Guide. They both comply with EU consumer electronic safety requirements indicated by the “CE" (European Conformity) symbols on the packaging.

Keep IQOS away from water, direct sunlight and/or heat. Do not leave an IQOS device for extended period of time in a hot place, such as inside a car, as the battery or electronics may be damaged or significantly deteriorated.

IQOS is an electronic device that is treated with the same care should it be a smartphone, for example. Protect your IQOS from water, direct sunlight and heat. Do not leave your IQOS for extended period of time in a hot place, such as in the interior of a car, as it may damage the battery or electronics. Make sure the holder is completely dry before reconnecting it to the charger. At low temperatures, you can avoid possible failures by warming this card in your hands.

The use of a new heating technology makes that IQOS ILUMA devices are non-compatible with HEETS sticks. IQOS ILUMA devices can only be used with TEREA sticks, which are available in the countries in which IQOS ILUMA has been launched. TEREA sticks can only be used with IQOS ILUMA devices and are not compatible with IQOS 3 DUO or older generation devices. The use of a TEREA stick in an IQOS 3 DUO or older generation device can cause damage to the device. The Holder and Charger of IQOS ILUMA devices are not compatible with a Holder or Charger of an IQOS 3 DUO or older generation device.

TEREA sticks can only be used with IQOS ILUMA devices and are not compatible with IQOS 3 DUO or older generation devices. The use of a TEREA stick in an IQOS 3 DUO or older generation device can cause damage to the device.

Cigarettes cannot be used with IQOS as the device was not designed to be used with cigarettes.

If your IQOS device has stopped working, please do a soft reset. If the device is still not working, please use the Troubleshoot tool to explore the various solutions available for your device.

You can also contact our MyIQOS Team via any of the channels below, who will support you in finding the most suitable solution.

Contact us via email or telephone and we will find a solution.
Email: contact.nl@iqos.com
Call Us Free: 0800 9900000 - Everyday from 10AM to 7PM.

Go to Troubleshooter

With caution, use your two fingers to remove the TEREA stick. If this does not work, with caution, try using a toothpick to remove the part of the stick that remains in the device. Do not use any sharp tools to remove the broken stick as you might damage the device. Do also not insert any metal into your device.

If you do not manage to remove the stick, please visit an IQOS service point. They have specialized stick removal tools available.