FAQ

1. Insert the TEREA stick up to the line on the filter until the holder vibrates and light(s) pulse(s). Heating starts automatically, or by pressing the button for 1 second
2. You can start using your device once the holder vibrates and the lights stay fixed
3. To signal the last 30 seconds of use or that the last 2 puffs are left, the holder will vibrate with the light(s) pulsing white
4. Insert the holder in the charger for recharging

To reset your device, place the holder in the pocket charger and press the button for 10 seconds, then release. All of the lights will turn OFF, blink twice, and turn on again to confirm a RESET. That’s it, you’re done.

There are couple of ways you can check how many uses you have left. Either on the holder itself or by checking the pocket charger with the holder inside. Here’s how:

Checking on the holder: Tilt the holder towards you or short press the button. The lights will come on and indicate the battery level. When 2 lights are on it means the holder is ready for 2 uses and 1 light on means it’s ready for 1 use only.

Checking on the pocket charger: Short press the side button on the pocket charger with the holder inside the charger. The pocket charger light will turn on. 2 lights mean the holder is ready for 2 uses and 1 light on means ready for 1 use. You’re all set to enjoy your tobacco experience.

Checking the battery level of the pocket charger is easy. Simply short press the side button on the pocket charger. The pocket charger lights will turn on to indicate the battery level:

• 4 WHITE lights mean the battery is fully charged
• 3 WHITE lights mean up to 75% battery life remaining
• 2 WHITE lights mean up to 50% battery life remaining
• 1 WHITE light means up to 25% battery life remaining

YELLOW blinking lights displaying on the holder: This means the battery is depleted and the holder needs to be recharged. It’s pretty fast. IQOS ILUMA holder recharge times are:
• 1’ 50’’ for 0-1 Use*
• 3’ 25’’ for 1-2 Uses*
• 5’ 15’’ for 0-2 Uses*

*Please refer to the battery degradation section.

RED blinking light on the holder: You need to put the holder in the pocket charger and reset the device.

WHITE lights blink twice on the holder: This indicates your IQOS ILUMA is outside its operating temperature range of between >0°C/<40°C.

It’s quick and easy to charge your device but remember, it’s safer to use the power adapter and charging cable designed for IQOS ILUMA. It takes around 135 minutes to fully charge the pocket charger and up to 10 minutes to fully charge the holder for the first time after unpacking. The holder recharge times are:

-1’ 50” for 1 use*
-3’25” for 1-2 uses*
- 5’ 15” 0-2 uses*
-and 10’ 05” for its first charge out of the box*

*Please refer to the battery degradation section.

Yes, but only with the charging cable and power adaptor designed for IQOS 3 generations.

To make your experience easier, IQOS ILUMA is packed full of new advanced features.

Autostart. Once your TEREA stick is correctly inserted, your holder will vibrate to let you know that the SMARTCORE INDUCTION SYSTEM™ has started preheating automatically. You don’t need to set up the IQOS app for autostart to work but you can use the IQOS app to deactivate the autostart. When it’s ready to use, the device will vibrate a second time. You can also start heating manually by pressing the side button.


Checking your holder. This smart gesture allows you to check how much battery is remaining in your holder. Simply tilt the holder towards you when you’re not using it, and the lights on the holder will indicate the battery level.


Checking how much experience is left. Double-tap your holder and the vibrations will indicate how much of your experience is left. For instance:

-3 vibrations = 75-50%
-2 = 50-25%
-1 = <25%.

You can enable and adjust the vibration modes to suit you, using the IQOS app.

If your IQOS ILUMA doesn't start on its own then please:

• Check that you’re only using TEREA sticks
• Make sure they’re being placed in the right direction in the holder
• Open the IQOS app and check if the autostart function has been accidentally deactivated
• Place the holder in the pocket charger and perform a RESET. To do this, press and hold down the pocket charger button for 10 seconds until the lights fade out. The RESET is confirmed when you release the button and all of the lights blink 2 times

• Place the holder in the pocket charger and perform a RESET. To do this, press and hold down the pocket charger button for 10 seconds until the lights fade out. The RESET is confirmed when you release the button and all of the lights blink 2 times
• If RESET doesn’t fix the problem, download the IQOS app and remove the autostart setting from the holder
• Remember, you can start your tobacco experience manually by inserting your TEREA stick into the holder and pressing the button for two seconds to activate your experience. If it still doesn’t work, visit your nearest IQOS store and one of our agents will fix the problem for you or call our Call Center.

The great news is that cleaning the leather wrap is easy. Just grab a damp cloth and wipe it gently. Unfortunately, wraps are not covered by the warranty.

The all-new IQOS ILUMA with TEREA takes heated tobacco to the next level of tobacco enjoyment. Its innovative SMARTCORE INDUCTION SYSTEM™ heats the tobacco from within the TEREA stick, instead of burning it, for an altogether better, cleaner and a better experience. IQOS ILUMA emits 95% less harmful chemicals compared to cigarettes.*
Important information: This does not necessarily equal a 95% reduction in risk. IQOS ILUMA is not risk-free.
And TEREA offers a wide range of real tobacco flavors, whether you prefer rich and balanced or fresh and aromatic blends, to give you new depths of sensorial pleasure. There’s more. Innovative technology enhances and elevates your tobacco moments, while intuitive features and customization allow you to personalize your device to your tastes and needs. Plus, with our round-the-clock online troubleshooting tools, expert care and exclusive experiences to unlock, enjoy support and privileges that can inspire you.

IQOS ILUMA^TM is designed to be used only with SMARTCORE STICKS^TM. Do not use IQOS ILUMA^TM and IQOS ILUMA^TM is designed to be used only with TEREA SMARTCORE STICKS^TM. Do not use IQOS ILUMA^TM and TEREA SMARTCORE STICKS^TM with previous IQOS generations, as this may cause damage to your device. Do not ingest or disassemble TEREA SMARTCORE STICKS™. This product contains a sharp metal part which can cause serious injury if swallowed. Keep out of reach of children and pets. For more details, please refer to the Important Information section at iqos.com. * “95% less” represents the average reduction in levels of the 9 chemicals recommended for reduction in cigarette smoke by the World Health Organization, which do not include nicotine. See Important Information on IQOS.com

There are 5 stylish colours available for the new IQOS ILUMA, allowing you to personalize your own way; Pebble Beige, Pebble Grey, Denim Blue, Moss Green and Sunset Red.

Switching on and charging your device.

Charge your IQOS ILUMA fully by using the AC Power Adaptor and Charging Cable that comes with it. Then, to switch your device on, press the button on the side of the Pocket Charger for 4 seconds. To check the battery status of the Pocket charger, take out the holder and press the side button of the Pocket Charger.

1. Insert the TEREA stick up to the line on the filter until the holder vibrates and light(s) pulse(s). Heating starts automatically, or by pressing the button for 1 second
2. You can start using your device once the holder vibrates and the lights stay fixed
3. To signal the last 30 seconds of use or that the last 2 puffs are left, the holder will vibrate with the light(s) pulsing white
4. Insert the holder in the charger for recharging

IQOS ILUMA^TM is designed to be used only with SMARTCORE STICKS^TM. Do not use IQOS ILUMA^TM and IQOS ILUMA^TM is designed to be used only with TEREA SMARTCORE STICKS^TM. Do not use IQOS ILUMA^TM and TEREA SMARTCORE STICKS^TM with previous IQOS generations, as this may cause damage to your device.
Do not ingest or disassemble TEREA SMARTCORE STICKS™. This product contains a sharp metal part which can cause serious injury if swallowed. Keep out of reach of children and pets. For more details, please refer to the Important Information section at iqos.com.

In order to provide our IQOS ILUMA users with an elevated tobacco experience, a slightly bigger and more robust device needed to be designed to accommodate the innovative new SMARTCORE INDUCTION SYSTEM^TM technology.

Your experience will last up to 6 minutes or 14 puffs, whichever comes first.

Your IQOS ILUMA works best between 0 - 40℃, and TEREA tobacco sticks taste best when you keep them at room temperature. Here are a few storage tips:


-Keep your device away from water, direct sunlight and heat.
-Don’t leave your device in a hot place like inside a car because the lithium-ion battery and electric circuit board could be damaged, or significantly deteriorated.
-To ensure the best taste and to get the most from your device, we also recommend you avoid exposing your IQOS ILUMA and TEREA sticks to low temperatures for a long period of time.
-Store IQOS ILUMA or IQOS ILUMA PRIME and SMARTCORE STICKS™ in a clean, dry, cool place.
-Do not expose IQOS ILUMA or IQOS ILUMA PRIME and SMARTCORE STICKS™ to high humidity conditions or direct sunlight.
-Do not use SMARTCORE STICKS™ that have been exposed to excessive heat or moisture.

Additional information:
In cold outdoor conditions, the device may be able to start if it’s kept warm (e.g.in your coat pocket). Nevertheless, while using the holder, the cold outdoor temperature may lead to:

a. Lower performance of the aerosol
b. Not enough energy to match the (per tobacco stick) designed usage duration (up to 6’ or 14 puffs whichever comes first).

The IQOS ILUMA PRIME is our premium device and perfect for the most discerning users, with its innovative design and considered use of stunning materials. For example, the IQOS ILUMA PRIME holder and pocket charger come in an aluminum body with a leather or fabric wrap on the pocket charger.

IQOS ILUMA^TM is designed to be used only with SMARTCORE STICKS^TM. Do not use IQOS ILUMA^TM and IQOS ILUMA^TM is designed to be used only with TEREA SMARTCORE STICKS^TM. Do not use IQOS ILUMA^TM and TEREA SMARTCORE STICKS^TM with previous IQOS generations, as this may cause damage to your device.
Do not ingest or disassemble TEREA SMARTCORE STICKS™. This product contains a sharp metal part which can cause serious injury if swallowed. Keep out of reach of children and pets. For more details, please refer to the Important Information section at iqos.com.

IQOS ILUMA PRIME is available in 4 stylish colours; Gold, Black, Green and Taupe.

It won’t start because the IQOS ILUMA is designed to be used only with the brand new, fully sealed TEREA tobacco sticks. Its innovative SMARTCORE INDUCTION SYSTEM™ heats the tobacco from within the TEREA stick, instead of burning it, for an altogether better, cleaner and more pleasurable experience. And do remember that TEREA tobacco sticks won't work with previous IQOS generations and may cause damage to your device.

Used tobacco sticks have two indicators that tell you if they’ve been used. The paper around the filter is slightly creased, and there will be a slight tobacco vapor stain on the paper. We recommend you dispose of the stick immediately after use to avoid any confusion. Another way to avoid reusing a TEREA stick is by placing it back in the pack upside-down. When you select your TEREA stick check that the wavy line is visible.

It’s nice and easy. Insert your TEREA stick into the IQOS ILUMA holder, making sure the TEREA logo is face up. If correctly inserted, the logo will remain visible when you push down gently. And you’re ready to enjoy an elevated tobacco experience.

Actually, nothing. The device simply won’t start. It’s designed to start only when it detects that a TEREA stick has been inserted into it

TEREA sticks are designed to be used only with IQOS ILUMA, so don’t try and use TEREA sticks with blade IQOS devices because it might get damaged. That’s because the new SMARTCORE INDUCTION SYSTEM™ has no blade in the holder. Instead, a metal heating element sits inside the TEREA stick. You will not be able to enjoy TEREA stick with IQOS 3 DUO blade technology.

Both TEREA with IQOS ILUMA and HEETS with previous IQOS blade devices heat the tobacco from inside, instead of burning it, without any smoke or ash and produces less smell than cigarettes.* And on top of this, they emit 95% less harmful chemicals compared to cigarettes.** Important information: This does not necessarily equal a 95% reduction in risk. IQOS ILUMA is not risk-free. * 93% agreement amongst 674 adult consumers in Japan and Italy, 2020 – 2021. ** “95% less” represents the average reduction in levels of the 9 chemicals recommended for reduction in cigarette smoke by the World Health Organization, which do not include nicotine. See Important Information on IQOS.com
Compared to HEETS sticks, TEREA sticks are sealed. So, when TEREA sticks are used with IQOS ILUMA there is no tobacco residue and no need to clean the device after use. Thanks to the all-new IQOS ILUMA and TEREA tobacco sticks, you may enjoy a better tobacco experience in a clean and effortless way. TEREA sticks are designed to be used only with IQOS ILUMA, but don’t worry, you can find our favorite HEETS tastes in the range of TEREA flavors. TEREA sticks contain metal part. Keep out of reach of children to prevent disassembly or ingestion.

Yes, you can. TEREA sticks are compatible with any type of IQOS ILUMA. But don’t use them with previous IQOS generations, because you may damage your device.

Let’s get to know the innovative TEREA stick design and find out what makes it perform so well:
The heating element: An innovative metal heating element, coated with stainless steel and placed inside the tobacco part of the stick for seamless heating of tobacco.
The tobacco part: A carefully selected, finely ground and specially prepared tobacco blend.
The front seal: Keeps your IQOS ILUMA holder clean after use with no tobacco residue left and ensures easy insertion and extraction of the tobacco stick.
The air-flow chamber: Ensures that just the right amount of aerosol passes throughout the stick for a satisfying and easy draw.
The cooling plug: Cools down the aerosol temperature. It’s made of cellulose acetate, which delivers the best cooling efficiency yet.
The protective wrap: Our new protective paper wrap contributes to a cleaner experience after use.
The filter: This part of the TEREA tobacco stick is your mouthpiece.

To deliver you a cleaner experience. The filter tips at both ends of TEREA sticks eliminate any residual tobacco falling out and circulating in your IQOS ILUMA. So you don’t have to clean your device every time you use it, like other brands.

TEREA tobacco sticks are designed to be used only with IQOS ILUMA devices that have SMARTCORE INDUCTION SYSTEM™, which uses a metal heating element coated with stainless steel and placed inside a TEREA tobacco stick for heating of tobacco. TEREA tobacco sticks should be kept out of reach of children and pets at all times and should not be taken apart, as the metal heating element has sharp edges. Swallowed TEREA tobacco sticks can cause serious injury to internal organs due to the presence of this metal heating element. If TEREA tobacco sticks are swallowed, seek medical attention immediately. Always dispose of TEREA tobacco sticks immediately after use according to local waste disposal regulations.

IQOS is an alternative for adult smokers who would otherwise continue to smoke and want to enjoy real tobacco taste without many of the inconveniences of cigarettes, such as ash or smoke. It’s not for people who have quit smoking or have never smoked. 

IQOS is our most advanced smoke-free product that uses sophisticated electronics to heat tobacco instead of burning it to release a flavourful vapour that contains nicotine. 

IQOS and HEETS tobacco sticks are not for people under 18 years old.  Please see the Important Information for more details

No.  IQOS is not a device intended to help you quit smoking. If you’re thinking about the health effects of smoking, your best option is to quit tobacco altogether.

No, IQOS doesn’t produce smoke because it doesn’t burn tobacco. It generates a tobacco vapour - this is what you see when you use your IQOS. 

IQOS ILUMA is a better alternative to cigarettes because it heats tobacco instead of burning it. It gives you a real tobacco taste without fire, ash or cigarette smoke, and produces less smell than cigarettes.* Important information: IQOS ILUMA is not risk-free. * 93% agreement amongst 674 adult consumers in Japan and Italy, 2020 – 2021.
IQOS ILUMA emits 95% less harmful chemicals compared to cigarettes.*
Important information: This does not necessarily equal a 95% reduction in risk. IQOS ILUMA is not risk-free. * “95% less” represents the average reduction in levels of the 9 chemicals recommended for reduction in cigarette smoke by the World Health Organization, which do not include nicotine. See Important Information on IQOS.com

No, you can’t. Your IQOS device has been designed to work exclusively with HEETS tobacco sticks, and vice versa. By using both together, you can enjoy the scientifically-proven benefits of IQOS. 

IQOS ILUMA emits 95% less harmful chemicals compared to cigarettes.*
Important information: This does not necessarily equal a 95% reduction in risk. IQOS ILUMA is not risk-free. * “95% less” represents the average reduction in levels of the 9 chemicals recommended for reduction in cigarette smoke by the World Health Organization, which do not include nicotine. See Important Information on IQOS.com

You should always respect the rules of the place you’re in, and use common sense when using IQOS around other people, including children under the age of 18. You can use IQOS in some indoor public places if you see the ‘IQOS friendly place’ sign.

If you’re travelling on a plane, you should ask permission from airline staff before using IQOS – most airlines currently don’t allow you to smoke or use tobacco alternatives on their aircraft.

The make up of IQOS aerosol is significantly different from cigarette smoke. 

Yes, you can take your IQOS on holiday with you.

For HEETS, the limit on how many tobacco sticks you can take on holiday is similar to cigarettes and may vary from country to country. Before you leave for holiday, double check the allowance set by the country you’re travelling to. 

Customs authorities in the country you’re visiting may challenge you if you bring in more tobacco sticks than is allowed. They could also take them from you and ask you to pay a fine. 

Our friendly Customer Care team are always happy to help:
- Through live chat on iqos.com
- By email: Contact.lb@iqos.com
- On our Facebook page

Changing your IQOS ILUMA door cover to suit you is easy. You don’t need tools because the door is conveniently held in place by firm magnets. First, a pivot opens the door of the pocket charger, then you can remove the door cover by pulling it from the sides. To fit a new door cover, align it with the pivoting door and the magnets will pull it into place.

Changing the ring is straightforward, but you’ll need to use the ring removal tool that came with your new ring. Simply fit the tool on the holder ring and turn it anti-clockwise to unlock it. Next, place the new ring onto the holder and use the tool to turn it clockwise to lock it into place. Your new IQOS ILUMA holder is now uniquely yours.

You can. Open the wrap fully on your device and pull it out, from the top down. Now you can easily remove it from the pocket charger. To attach your new wrap, slide the linear magnets into the same shaped recesses on the pocket charger. It’s now uniquely yours.

Holder charging dock: the Holder Charging Dock charges the IQOS ILUMA and IQOS ILUMA PRIME Holders. Allows for an easy access to the Holder in a stationary place. It’s easy and quick to use thanks to its magnetic connector. And it charges the Holder as fast as the Pocket Charger.

Charging dock: The IQOS Charging Dock has an elegant and intuitive design. It charges your IQOS Pocket Charger and you can use the Holder while you wait. The IQOS Charging Dock is compatible with IQOS ILUMA, IQOS 3 DUO and IQOS 3.

IQOS ILUMA ONE charging dock: the IQOS ILUMA ONE Charging Dock charges the device while beautifully displaying it and allowing easy access while charging. The IQOS Charging Dock is only compatible with IQOS ILUMA ONE.

Ring sets: switch your device’s look as often as you want with our range of textured rings. Exclusively for IQOS ILUMA PRIME and IQOS ILUMA, they're small changes that may make a big difference. Sets of three different colored rings with a handy removal tool that makes it easy to swap them to match your style and mood.

Premium ring set: our premium ring set contains three rings with different finishes to suit your style. It also comes with a handy removal tool.

IQOS ILUMA PRIME wraps : from iridescent sheens and leather-like materials to soft-touch microfibre and fabrics with multicolor effect, all our new Wraps for IQOS ILUMA PRIME come in a variety of colours and materials that feel as good as they look. Your device also has a choice of full Wraps that replace the core device wrap and offer full coverage without compromising your experience.

Door covers: to create a look that’s truly yours, take your pick from our new range of easily interchangeable Door Covers for IQOS ILUMA. With four different finishes and a choice of colours, let the collection inspire you to create a device more personal to you. And our premium door covers are made from solid aluminum and provide a more discerning way to customize your device.

Sleeves: cover your IQOS ILUMA with the fabric Sleeve Plus. It’s designed to help keep the device safe, looking good, and is available in multiple colorways. Easy to slip on, it protects your device from scratches and dents while allowing you to carry it easily thanks to its lanyard.

Silicone sleeves: cover your IQOS ILUMA with the silicone Sleeve. It’s designed to help keep the device safe, looking good, and is available in multiple colorways. Easy to slip on, it protects your device from scratches and dents while providing an anti-slip grip for your comfort.

Trays: disposal Tray for used sticks that comfortably holds 20 sticks, available in 4 vibrant colors with an improved closure and sealing system, and reducing the odor from the used sticks.

The IQOS Holder and Pocket Charger are designed to be safe electronic devices, when you follow the instructions in the User Guide.  
They both comply with the EU consumer electronic safety requirements, shown by the “CE" (European Conformity) symbols on the packaging. You’ll find more details in the User Guide.

If your IQOS device isn’t working, you can reset it. 

Still no luck? We’re here to help - get in touch with our Customer Support from Monday to Friday 9:00 AM till 8:00 PM, Saturday 9:00 AM till 6:00 PM; by email contact.lb@iqos.com; Facebook @iqos.lb, live chat or ask for help at your nearest IQOS store.

Keep your IQOS device away from water, direct sunlight and heat.
We suggest you don’t leave your IQOS device for extended periods of time in a hot place, such as inside a car, as this could damage the battery or electronics inside.

It’s easy to clean your IQOS Holder and cap:
To clean your IQOS Holder:
• Prepare 
1. Switch off your IQOS Holder.
2. Wait for at least 30 seconds for the blade to cool down.
3. Remove the cap.
4. Slide open your IQOS Cleaning Tool and check that it’s free from particles and not damaged. 
• Insert
• Gently insert the IQOS Cleaning Tool without twisting, until it touches the bottom of the heating chamber.
• Clean 
1. Gently twist the IQOS Cleaning Tool two or three times.
2. Stop twisting and remove the Cleaning Tool straight from the Holder.
3. Gently tap the Holder and the Cleaning Tool to remove any tobacco residue.
• Finish 

1. Insert the IQOS Cleaning Stick into the chamber.
2. Please don’t push or hit the Stick against the blade.
3. Please don’t try to clean the blade. 
4. If the IQOS Cleaning Stick is blocked, don’t force it. Use the Cleaning Tool to help unblock it.

To clean your IQOS cap: 
1. Use the IQOS Cleaning Sticks to clean the inside of the cap from the top.
2. To clean the bottom of the cap:
a. Insert the IQOS Cleaning Tool until it touches the bottom.
b. Gently twist the IQOS Cleaning Tool two or three times. 
c. Then stop twisting, and gently tap both the cap and the IQOS Cleaning Tool to remove any tobacco residue.

Gently tap the IQOS Cleaning Tool on a surface and use a cloth to get rid of the residue.
Please don’t clean it with water as the humidity could damage the electronics in your IQOS device next time you clean it.

To get the best IQOS experience, we recommend cleaning your IQOS device with IQOS Cleaning Tools once a day – but of course, you can clean it more often if you like.

• BONDS by IQOS is a compact device from IQOS, the world’s #1 tobacco heating system*.
• Instead of burning the tobacco like a cigarette, this device heats the tobacco
• By heating the tobacco, it unlocks the authentic tobacco taste without ash and cigarette smoke smell.

• All-in-one and easy-to-use device
• No cleaning
• No blade - External heating technology – ROUNDHEAT TOBACCO SYSTEM
• Up to 25 experiences on a full charge, including 3 consecutive uses
• Up to 5 min experience duration

• BONDS by IQOS is a new tobacco heating device from IQOS, world’s #1 heated tobacco system*. IQOS™ devices with the heating blade - IQOS ORIGINALS DUO, IQOS ORIGINALS ONE, are also products of IQOS brand. They all are alternative to cigarette smoking. They all generate an aerosol with authentic tobacco taste without fire, ash or cigarette smoke and less smell than cigarettes. They heat tobacco instead of burning it to deliver authentic tobacco taste.



• However, they use different heating technology to heat the tobacco:


• IQOS™ devices – IQOS ORIGINALS ONE, IQOS ORIGINALS DUO – heat the tobacco from the INSIDE with the help of the ceramic blade and HEATCONTROL™ TECHNOLOGY
• BONDS by IQOS – uses ROUNDHEAT TOBACCO SYSTEM to heat tobacco from the outside

It is your own preferences, goals and budget that define your choice.

BONDS by IQOS is a tobacco heating device from IQOS, world’s #1 heated tobacco system*. IQOS ILUMA devices - IQOS ILUMA PRIME, IQOS ILUMA, IQOS ILUMA ONE – are also devices from IQOS. They all are alternatives to continued smoking. They heat tobacco instead of burning it to deliver real tobacco taste without fire, ash or cigarette smoke and less smell than cigarettes.

Different heating technology:

• IQOS ILUMATM uses the innovative SMARTCORE INDUCTION SYSTEM™ that heats the SMARTCORE STICK™ from inside with the induction heating technology.
• BONDS by IQOS – uses ROUNDHEAT TOBACCO SYSTEM™ to heat tobacco from the outside with the resistive external heating.

• IQOS ILUMA™ comes with a range of advanced features, that can be activated or deactivated through the IQOS app: lock/unlock the device, smart gestures, AutoStart (depending on the model).
• BONDS by IQOS is a compact and simple-to-use device, perfect for the on-the-go moments.

• BONDS by IQOS™ – designed to be used with BLENDS tobacco sticks; IQOS ILUMA - with SMARTCORE STICKS™. BLENDS tobacco sticks and SMARTCORE STICKS™ are not compatible.
• It is your own preferences and budget that define the choice of your device

• Press and hold the Button for 4 seconds, then release
• Status Lights will turn on slowly
• Slide to open
• Insert BLENDS tobacco stick. Press down gently to the line on the filter.
• Press the button and hold until the device vibrates (1st vibration).
• Wait for the next vibration.
• After 10 seconds of pre-heating, the device will vibrate again (2nd vibration). Important - take ONLY ONE PUFF to get your device ready. No tobacco taste yet. Wait for the next vibration.
• If you insert the stick upside down (no logo visible), the device will not deliver aerosol. Please check the insertion direction of the stick before use.

• You may use the device up to 3 times in a row
• After 3 consecutive uses the device will cool down automatically and will not allow the 4th use
• Two waves of consecutive (running) status lights will indicate the cooling down process
• It will take 4 minutes before you can use your device again

• Connect the device to the charging cable and plug a certified AC Power Adaptor* to the electrical outlet
• It takes 3 hrs to fully charge the BONDS by IQOS device from an electrical outlet when using a certified AC Power Adaptor*
• The charging is indicated by the blinking State LED
• When the device is fully charged, the light turns OFF

• Short press the Button for 1 second
• Status Lights will turn on to indicate battery level:
  1=25%, 2=50%, 3=75%, 4= fully charged
• When battery fully charged - 4 lights are constant ON for 3sec, then slowly fade out.

• Press Button for 10 seconds (or until you feel 3 vibrations), then release
• All Status Lights will turn OFF and turn ON, to confirm the RESET

• BONDS by IQOS heats the tobacco with the ROUNDHEAT TOBACCO SYSTEM.
• This technology uses resistive external heating that heats the tobacco across the external surface of the tobacco stick.
• This enables to release the nicotine containing aerosol with authentic tobacco taste with no ash and no cigarette smoke smell.

• When you switch ON your device, ROUNDHEAT TOBACCO SYSTEM starts heating the tobacco stick to generate the aerosol (1st vibration).
• After 2nd vibration (around 10 seconds), you need to take the first puff to prepare the device because some aerosol, mainly consisting of vapourized water, needs to be removed.
• This excess of water vapour, in some humid and warm weather conditions, could lead to a warmer than usual aerosol sensation and the risk of thermal burn. That is why we instruct the user to take the first puff after the 2nd vibration.
• This first puff sometimes has low aerosol and no taste. Be assured, there is no issue with your device or tobacco stick.

Yes. If you remove the tobacco stick during the use, the heating process will not stop automatically and will continue heating. To stop the session, switch the device OFF by pressing the Button for 2 seconds.

• Check if your device is ON,
• if not, press the button to switch off the device and check if red LED is still blinking.
• Press Button for 10 seconds, then release.
• NOTE: the user should feel 3 vibrations during the 10 seconds; after the 3rd vibration, the device is reset. If the device is malfunctioning the user will feel 2 vibrations only.
• All Status Lights will turn OFF and turn ON, to confirm the RESE

All lights pulsate 2x (short press)

• If all lights flashing white twice - your device is operating outside of the appropriate temperature range (0°C - 40°C).
• If the ambient temperature is low, try warming the device in your hands for at least a minute to bring it back to the operating temperature range.
• If the ambient temepratures is too hot, bring the device back to the ambient temperature by removing it from the heat source

• Device lights blink yellow/organge 3x – low battery. Please charge. (USB cable for IQOS 3 DUO is compatible with BONDS device)
• Your device must be FULLY CHARGED to deliver up to 25 sessions
• Please ensure you are using a supplied AC Power Adaptor* and charging cable

• This happens after 3 conecutive uses in a row
• After 3 consecutive uses the device will cool down automatically and will not allow the 4th use.
• Two waves of consecutive (running) status lights will indicate the cooling down process
• It will take 4 minutes before you can use your device again

• Charge the IQOS BONDS with a certified AC Power Adaptor* and Charging cable
• The device will automatically turn ON once it is charging
• Press the button to check if it has been charged enough to test an experience: 1 led = 25%, 2 leds = 50%, 3 leds = 75%, 4 leds = fully charged
• Perform a RESET
• If still not charging, check if the USB connections are clean both on the device and the AC Power Adaptor*

If you experience any difficulties inserting the BLENDS tobacco stick, please, check the following:

1. 1.  Check if you are using the BLENDS tobacco stick and not any other product.
2. 2.  Check if there are any remnants inside the heating chamber. Remove the remnants and try to insert the stick again.
3. 3.  Check if you insert the stick in the right direction. Insert the BLENDS tobacco stick to the line on filter making sure BLENDS logo faces outside.
   If it is inserted upside down, you may experience difficulties inserting it.
4. 4.  If a BLENDS stick gets broken in the device, please, remove the broken stick:
   
   • 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 not insert any metal into your device.
   • if you are experiencing any trouble please go to your nearest IQOS store so that one of our agents can assist you.
5. 5.  Try to pre-heat:
   
   • Open the lid.
   • Start heating the device by pressing the button for 2 seconds.
   • Wait for 3-4 seconds for pre-heating.
   • Gently insert the tobacco stick.
6. 6.  If none of the above solutions helps, we suggest you visit the nearest IQOS Store for assistance.

Similarities:

• Both, cigarettes and BLENDS tobacco sticks contain nicotine, which is addictive
• The duration of the experience with BONDS by IQOS™ is up to 5 min
• BONDS by IQOS with BLENDS have been designed with an average duration similar to cigarettes. However, there is still a difference because BONDS by IQOS is a novel heated tobacco product.
• Your experience duration will vary based on your personal usage pattern.

Differences:

• Aerosol vs cigarette smoke:
  • Cigarettes burn tobacco, reaching high temperatures, and producing ash, tar*, and smoke with high number and levels of harmful chemicals
  • BONDS by IQOS™ heats tobacco instead of burning the tobacco like a cigarette.
  • BONDS by IQOS does not produce tar because it heats tobacco instead of burning it. It generates an aerosol residue that is fundamentally different from tar and consists of significantly lower levels of harmful chemicals.**


• BLENDS differs in design from a cigarette:
  • The tobacco of BLENDS comes from tobacco leafs cut in small pieces impregnated with glycerin
  • This processed tobacco is specifically formulated for heating and is not intended for smoking
  • When heated, water and glycerin evaporate and re-condense into small droplets to generate a nicotine containing aerosol, not a cigarette smoke
• Cigarettes cannot be used with BONDS by IQOS™ device, and BLENDS tobacco sticks cannot to be lit with a match or a lighter
• BONDS by IQOS™ is not risk free and provides nicotine, which is addictive. Only for use by adults.

• BLENDS tobacco sticks contain nicotine, which is addictive
• Nicotine is naturally present in the tobacco used in the BLENDS tobacco sticks
• Nicotine is released in the aerosol that is generated when BONDS by IQOS™ is used

What you experience with BLENDS is the taste of an authentic tobacco, which is heated, but not burned. By heating the tobacco, instead of burning it, the taste released is less harsh than what you are used to with a cigarette. That’s why BLENDS taste is different. Tobacco sticks are made from a specially selected blend of tobacco in order to provide tobacco taste satisfaction that replicates as much as possible what adult smokers expect. The taste is different, and you shouldn’t compare it with the taste of cigarettes.

• The duration of the experience with BONDS by IQOS™ is up to 5 minutes
• BONDS by IQOS with BLENDS have been designed with an average duration similar to cigarettes. However, there is still a difference because Bonds by IQOS is a novel heated tobacco product.
• The way you puff impacts how long your BLENDS will last.

No. Cigarettes cannot be used with BONDS by IQOS device because of different manufacturing design. BLENDS tobacco sticks are designed to be used only with BONDS by IQOS device.

• No. HEETS tobacco sticks are designed to be used only with IQOS device that uses an internal blade heating.
• BLENDS tobacco sticks are designed to be used only with BONDS by IQOS device that uses an external heating.
• It is only by using BLENDS with BONDS by IQOS together that you get full benefits that this combination provides:
  • Authentic tobacco taste and on a verage 95% less harmful chemicals compared to cigarettes*.

• The BLENDS tobacco stick is not constructed in the same way as HEETS
• BLENDS tobacco sticks contain a front plug (made from cellulose acetate tow) that HEETS do not have
• If you try to insert BLENDS into the IQOS blade device, you may damage the blade with the front plug
• Furthermore, if you heat the BLENDS in IQOS blace device, the front plug will melt inside
• Even though, as assessed by Philip Morris for suitability of use, no harmful substances would be released from cellulose acetate tow during the use of BLENDS with IQOS, this situation would not be covered by our warranty programs.
• BLENDS tobacco sticks are designed to be used only with BONDS by IQOS device.

• Unlike cigarettes, heated tobacco products such as BLENDS do not burn tobacco.
• When smoking a cigarette, around 2/3 of the tobacco is used to fuel the combustion.
• In the absence of combustion, BLENDS tobacco sticks maintain their integrity. This allows a comparable nicotine absorption despite using less tobacco.
• To guarantee efficient and optimal release of the authentic tobacco flavour, BONDS by IQOS uses a ROUNDHEAT TOBACCO SYSTEM heating technology.
• The tobacco weight in BLENDS is optimized for use with BONDS by IQOS device and ensures a consistent release of nicotine for the best flavour experience.

If you experience less aerosol compared to your previous experiences, please ensure you check the following:

• If you only refer to the first puff, be assured that the first puff always has low aerosol and no taste. There is no issue with your device or tobacco stick.
• Ensure you use BLENDS™ tobacco stick and not any other brands or products
• Check if there are any remnants inside the heating chamber. Remove the remnants and try to insert the stick again.
• Ensure the BLENDS tobacco stick is correctly inserted in the device - to the line on filter ensuring BLENDS logo is facing outside*
• Ensure the inserted tobacco stick is not broken during the insertion
• You allow the device to pre-heat as per instructions in the User Guide:
  • Activate the device by pressing the button. The device will vibrate to indicate the pre-heating (1st vibration). Wait for the next vibration.
  • After 10 seconds of pre-heating, the device will vibrate again (2nd vibration). Important - take ONLY ONE PUFF to get your device ready. No tobacco taste yet. Wait for the next vibration.
  • Then wait till the 3rd vibration (20 seconds more)
  • Only after the 3rd vibration your device is ready to be used [How to use?]
• During the use, ensure you do not cover the air flow hole at the bottom of the deivce or the holes on the tobacco stick itself (placed just above the insertion line indicator and below the logo)
• During the use, ensure you pause between the puffs to allow proper heating of the tobacco and aerosol generation

• The duration of the voluntary warranty on BONDS by IQOS device and a charging cable is 12 months from the date of purchase
• In the absence of the proof of purchase, the company reserves the right to voluntarily apply the warranty duration starting from the manufacturing date of the product based on its own records
• We recommend you to have a proof of purchase when making a warranty claim
• The provisions of this warranty are only valid in the country of purchase
• Products with expired warranty are excluded from the warranty service

• No, we do not repair BONDS by IQOS™ devices
• We only replace products during the Warranty Period, subject to the terms and conditions of the Warranty and provided the issue is not caused by customer negligence (loss of product, damages caused by dropping/breaking or attempt to modify/disassemble the product, or by contact with liquid, etc.)

• HEETS™ and BLENDS tobacco sticks are produced according to the same manufacturing standards and both use high quality tobacco leaves, however:
  • they do not have the same stick construction and manufacturing process
  • the weight of the tobacco is different
• BLENDS tobacco sticks are designed to be used only with BONDS by IQOS device
• HEETS tobacco sticks are designed to be used only with IQOS device that uses an internal blade heating
• It is your own preferences, goals and budget that define your choice.

We decided to change the name, as it better suits IQOS.

Original, because it provides the same real tobacco taste and satisfaction.

Original, because it comes with the same tried-and-trusted HEATCONTROL TECHNOLOGY with a unique ceramic blade that has helped make IQOS the No.1 heated tobacco product* and choice for 15.2 million adult smokers around the world**.

Market note:
* PMI global estimate of total In-Market Sales of Heated Tobacco category in units as of December 2021 (excluding China and US).

**PMI Financials or estimates, IQOS user panels and PMI Market Research. Status as of December 2021. IQOS users who have completely quit cigarettes and for whom PMI HeatSticks represent at least 70% of their past 7-day heated tobacco consumption.

IQOS ORIGINALS DUO is the new name for IQOS 3 DUO.

Easy to use and customizable, IQOS ORIGINALS DUO comes in the same form as its predecessor with new color options and a wide range of accessories.

IQOS ORIGINALS DUO are available in four vibrant colours: Scarlet, Silver, Turquoise and Slate.

it uses our HEATCONTROL TECHNOLOGY and a unique ceramic blade to optimally heat tobacco from the inside.

This blade with platinum and gold tracks, inserts into the HEETS tobacco stick so all its wide surface touches the tobacco optimally heating it and providing cigarette like satisfaction.

IQOS ORIGINALS DUO is the new name of our IQOS 3 DUO device.

The Pocket Charger houses our most compact lightweight Holder yet which can give up to 20 experiences including 2 consecutive uses on one full charge.

And you have hundreds of customization options for IQOS ORIGINALS DUO with a range of accessories including more color options for caps, doors and sleeves

What is more, the dual cleaning tool can help clean around the blade of your IQOS ORIGINALS DUO device even more effectively.

IQOS ORIGINALS DUO devices contain our patented HEATCONTROL TECHNOLOGY, using our unique ceramic blade to heat the tobacco from the INSIDE.

This blade with platinum and gold tracks, inserts into the HEETS tobacco stick so all its wide surface touches the tobacco, optimally heating it to a temperature below that of combustion. This releases a real tobacco taste, providing cigarette-like satisfaction without producing, smoke, ash.

Yes, you can customize your experience with IQOS ORIGINALS DUO by adjusting your preferences and settings in the IQOS app.

You can also customize your device by choosing from our range of accessories crafted especially for each device- ORIGINALS DUO

Yes – you can customize your IQOS ORIGINALS DUO and make it your own by choosing from hundreds of possible color combinations through a wide range of colored caps and doors. You can also choose from a wide range of silicone sleeves and folios.

IQOS ORIGINALS DUO devices are designed to work exclusively with HEETS tobacco sticks. The devices’ flat, wide ceramic blade optimally heats the tobacco releasing tobacco vapor to give you satisfaction.

You can explore the HEETS range of tobacco sticks and choose those that best suit your personal taste.

The IQOS ORIGINALS DUO device range are all available in each of four vibrant colours: Silver, Slate, Scarlet and Turquoise.

For IQOS ORIGINALS DUO: the serial number of your device is a code that exists of fourteen characters. This code is displayed on the side of your Holder.

We recommend fully charging your new IQOS ORIGINALS DUO device with the Power Adaptor before using it (up to 120 mins for IQOS ORIGINALS DUO). Once fully charged, press and hold the power button for 4 seconds. Then insert your HEETS stick, pre-heat (20 seconds) and once your device vibrates; you’re good to go.

For the Holder: Press and release the button to check battery charge status. Two lights illuminated indicates your Holder is ready for 2 uses; one light for 1 use and no lights means no charge. You can also check Holder status on the Pocket Charger, by inserting the Holder, the right way up, then pressing and releasing the Pocket Charger button. Two lights illuminated indicate 2 uses remain; one light indicates 1 use and, no lights mean your Holder has no charge. The Holder can be charged up to 20 times with a fully-charged Pocket Charger.

For the Pocket Charger: To check the charge level of the Pocket Charger, press and release the Pocket Charger Button- the status light will turn ON for 3 seconds to indicate battery status where 4 LEDs indicates your Pocket Charger is more than 75% charged while 1 LED indicates the need to charge. Although, it doesn’t need a full charge to work, we recommend fully charging the Pocket Charger before your first use.

White lights on the Holder or the Pocket Charger indicate your IQOS ORIGINALS DUO device performs different operations including charging, resetting, ready to use status, fully charged status, or Pocket Charger is out of temperature range status etc. Red lights on the Holder or the Pocket Charger indicate that there is a device error including reset required, Holder malfunction, broken blade, device outside operational temperature status etc.

For IQOS ORIGINALS DUO, a red light blinking on the Holder indicates the Holder is discharged, there is a malfunction or a broken blade. If the bottom Pocket Charger light blinks red, you should perform a reset.

It’s easy to check

FOR IQOS ORIGINALS DUO:
Press and release the Pocket Charger Button. The Pocket Charger Status light will turn ON for 3 seconds to indicate battery status where 4 LEDs illuminating mean it is more than 75% charged and 1 LED indicates the need to charge.

You can check either on the Holder itself or on the Pocket Charger. In either case, you can press and release the Button (on the Holder /Pocket Charger).

In both cases, 2 white LED lights indicates the Holder has two uses, 1 white LED light indicates one use remains and no light indicates the Holder is not charged.

You can use the IQOS AC Power Adaptor from any previous IQOS device version to charge your IQOS ORIGINALS device. But please be careful to use the right cable if considering a cable from an older device.

For IQOS ORIGINALS DUO, USB cables from IQOS 2.4 /2.4+ are not compatible because they are USB A – micro-USB cables.

You won’t need to because all IQOS ORIGINALS devices come with their own AC Power Adaptor and dedicated charging cable.

But you can also use the AC Power Adaptor from any previous IQOS device version to charge your IQOS ORIGINALS device.

For ORIGINALS DUO make sure you use the USB – C to USB - C Cable that comes with your device, but USB cables from IQOS 2.4 /2.4P are not compatible because they are USB A – micro-USB cables.

You should store your IQOS ORIGINALS in a dry ventilated place and keep it within its operating temperature range (0°C - 40°C). Make sure not to expose it to excessive heat or moisture. If you haven’t used your IQOS ORIGINALS for a while first ensure it is within its operating temperature range then try to charge it fully before using it.

If you have not used your IQOS ORIGINALS device for a long period of time, first, please try to charge it first. Please, ensure there is no visible damage or humidity present before usage. In case you notice any malfunctioning during the use of the product, please stop using the device.

When you start charging the battery after a long period of inactivity, i.e. when your battery is completely depleted, the charging lights may not appear for up to 15 minutes, but don’t worry as this is a normal process.

If you need support while you’re away from home, our International Assistance program can help via this toll-free number: 0800 255 925 59 (charges may apply in some locations). Available exclusively for registered IQOS users, our experts can help by trouble-shooting and, if required, replacing your device while you’re abroad.

Before you travel, why not learn more about the International Assistance program

If you have not used the device for a long period of time, please ensure there is no visible damage present and then, try to charge it fully before attempting to turn it on. Please contact us if your device is not working, taking care to check your warranty beforehand.

First check to make sure there is no visible damage to your device – if there is, don’t try to charge it. Then check if any red lights are illuminated. A red light indicates a device error – if any red lights illuminate, then please follow the guidance in your user manual for error messages.

For IQOS ORIGINALS DUO, please ensure the Holder is inserted the right way up - otherwise it won’t charge.

Please note, when you start charging the battery after a long period of inactivity, i.e. when your battery has been completely depleted, the charging lights may not appear for up to 15 minutes. This is a normal process. If your IQOS ORIGINALS device is still not charging after this, please contact us through:

• Live chat on IQOS.com
• Email us on: Contact.lb@iqos.com
• On our Facebook page

If your IQOS ORIGINALS is not performing optimally, it may be time for a cleaning. Using the dual cleaning tool cleaning can be quick and easy.

You can start by gently removing residue from around the blade in the heating chamber as well as from inside the cap.

We recommend cleaning your IQOS ORIGINALS device after finishing each pack of HEETS.

You can also bring your IQOS ORIGINALS DUO into your nearest IQOS service point for a free Complete Service periodically.

Learn more on IQOS.com Or find your nearest store

With the dual cleaning tool, it’s easier than ever to clean and care for your IQOS ORIGINALS device, removing residue from those harder to reach places thanks to its innovative design. It should only take a minute to clean your IQOS ORIGINALS device. Why not watch this demonstration video on IQOS.com to get the full picture on how to do it.

IN-DEPTH TEXT EXPLANATION FOR CLEANING IQOS ORIGINALS DEVICE
Before you get started, make sure your device has cooled down since you last used it and your cleaning tool is in good condition.

For IQOS ORIGINALS DUO, remove the cap on the holder, hold it upside down and gently tap to release any loose tobacco residue.
next, open and insert the top tool into the heating chamber without twisting, until it touches the bottom of the heating chamber, rotating 3 times before removing it (without twisting).
If you’re cleaning the blade, switch ends on the cleaning tool, align it carefully with the heating chamber and insert.

Make 3 elliptical movements to gently clean the blade. Tap out any loose residue.

Optionally, you can use cleaning sticks to finish, cleaning around the bottom of the chamber without touching the blade

You should clean your IQOS ORIGINALS device regularly, after every pack of tobacco sticks.

Regularly cleaning helps you save the taste you like and keeps your device in optimal condition. It only takes a minute. Of course, you can clean more frequently.

Just make sure you only use IQOS cleaning products when you are cleaning your IQOS ORIGINALS device.

For best results removing tobacco from your IQOS ORIGINALS device, let it cool down for at least 30 seconds first. Start by tapping the device gently on a hard surface to dislodge the blockage.

Use the dual cleaning tool to gently remove any residue from around the base of the blade and the rest of the heating chamber, using cleaning sticks to remove other pieces of tobacco residue if necessary.

See IQOS.com for more information including a short video demonstrating the recommended cleaning technique.

You should clean your IQOS ORIGINALS device regularly, after every pack of tobacco sticks to save the taste you like and to keep your device in optimal condition.

For best results, let your IQOS ORIGINALS device cool down for at least 30 seconds before using the dual cleaning tool to remove residue from inside and outside the heating chamber including around the base of the ceramic blade.

Our cleaning sticks can be an additional help cleaning either device.

For IQOS ORIGINALS DUO you can also use the dual cleaning tool for cleaning the cap as well as the circular contacts on the Holder and on the Pocket Charger.

Of course, you can clean more frequently if you wish to do so, but please ensure you only use IQOS cleaning tools to clean your IQOS ORIGINALS device(s) and avoid using household cleaning products.

Both heat tobacco from the inside but by using different technologies. IQOS ORIGINALS devices contain HEATCONTROL TECHNOLOGY and use a ceramic blade, with platinum and gold tracks, that inserts into the tobacco. It is flat and wide to maximize the surface area heating the tobacco.

lil™ SOLID 2.0 uses induction heating with a stainless-steel pin that inserts into the tobacco.

IQOS ORIGINALS devices are designed to be used only with HEETS tobacco sticks (more than 10 flavors) while lil™ SOLID 2.0 is designed to be used only with Fiit tobacco sticks (basic range of 7 flavors).

IQOS ORIGINALS provide up to 6mins or 14 puffs per use or whichever comes first while lil™ SOLID 2.0 provides up to 5mins or 14 puffs per use or whichever comes first.

Both offer real tobacco taste without fire, smoke and ash.

Ultimately, both are smoke-free products and a better choice than continued smoking. They both are not risk free and provide nicotine which is addictive.

IQOS ORIGINALS DUO is replacing IQOS 3 DUO.

While we have changed the name and added four new vibrant colour options IQOS ORIGINALS DUO comes in the same form as its predecessor, offering the same real tobacco taste and cigarette- like satisfaction, complemented by an enhanced range of accessories and customization options.

You can connect IQOS ORIGINALS DUO with the IQOS app by pairing it via Bluetooth or USB cable.

On your IQOS ORIGINALS DUO press the Pocket Charger button for five seconds to turn off your device, then turn it back on by pressing again for five seconds, and releasing. Next, press the button twice in one second followed by one long button press (five seconds), finally releasing the button to enable Bluetooth or vice versa (to disable Bluetooth).

First step is to ensure Bluetooth on your device is enabled (see FAQ How do I enable or disable Bluetooth on my IQOS ORIGINALS devices?).

Then, if you are pairing for the first time, first allow the IQOS app to access the device location. Inside the IQOS app navigate to the ‘Devices’ tab and select “ADD NEW”. Next simply follow the instructions on the screen.

If the device has already been paired just select “PAIR”.

In all cases, you should note IQOS ORIGINALS DUO automatically disconnects from the IQOS app during an experience and while charging. It automatically reconnects after your IQOS experience has ended.

Updating firmware on your IQOS ORIGINALS devices is simple and just differs slightly depending on which device you are updating

If you’re performing a firmware upgrade for IQOS ORIGINALS DUO, first enter the IQOS app. Next, select “Device”, moving to “About my device” and then to “Firmware upgrade”

Then if you are using Android or Desktop application, click on “Devices” tab, first check if a new firmware is version available. Click on “Upgrade firmware” and follow the instructions that appear.

If you are upgrading the firmware in your web browser: first check in the device settings page if the firmware upgrade is available. Click on “Upgrade firmware” and follow the instructions that appear

Or find your nearest store

During the firmware upgrade for your IQOS ORIGINALS device, the device goes through different stages and resets as the update progresses. This is normal. The device will request you to reconnect manually because it does not connect automatically via the web app.

• Register as a new user: In order to link you device you need to register as a new IQOS user on Iqos.com.
• Log in to your account: Once logged in, click on the user icon in the top navigation bar to enter your account. Click on the arrow next to MY ACCOUNT, go to MY IQOS DEVICES and click on ADD DEVICE.
• Connect your IQOS device: You can either type in the device ID or scan it with your phone’s camera.

The duration of the voluntary warranty, relevant to country of purchase is one year from the date of purchase.

What is covered: IQOS 3, IQOS 3 MULTI™ and IQOS ORIGINALS DUO devices which are defective in terms of material or workmanship when used in accordance with their user guide and which are subject to a valid warranty claim.

The steps for checking battery level on your IQOS ORIGINALS device are easy to follow. They just differ slightly for each device:
For IQOS ORIGINALS DUO, press and release the Pocket Charger Button. This turns on the status light button for 3 seconds. If 4 LEDs illuminate this indicates your device is more than 75% charged while 1 LED illuminated means your need to charge your device.

There are a few steps for pairing your IQOS ORIGINALS DUO:

If your IQOS ORIGINALS DUO device is already registered, then start pairing by navigating to the to “Devices” tab and selecting the “Pair this device” option. Once you allow the app to access your location* and enable Bluetooth you can complete the pairing. If your IQOS ORIGINALS DUO is not yet registered, select “Add New” under the “Devices” tab. Once you allow the app to access your location, select the device model from the list, enable Bluetooth and complete pairing.

*Market note: Permission to use the location is required to establish a connection to Bluetooth® devices for Android smartphones

lil™ SOLID 2.0 is the next generation lil™ SOLID all-in-one tobacco heating device introduced by IQOS™, to enjoy a real tobacco taste without smoke and ash.
lil™ SOLID 2.0 is designed to be used only with Fiit tobacco sticks. 
lil™ SOLID 2.0 is a smoke-free alternative to cigarettes for those adults who would otherwise continue to smoke or use other nicotine products. 

If you have a new lil SOLID 2.0 device and will be using it for the first time, first wake it up from sleep mode by pressing the button for 2 seconds or connecting the charger to the charging port. A full charge will take approximately 2 hours.
Slide open the Cover of the stick insertion part at the top of the device Insert a Fiit™ tobacco stick with the tobacco part facing down. Press the button for 2 seconds until vibration occurs. State LED blinks in ice blue and the device vibrates simultaniuosly. Pre heating takes about 25 seconds depending on the use environment. When the preheating process ends, the State LED lights come on and vibrations occur simultaniously to indicate that the tobacco stick is ready for use. Your device is ready to use!

The experience lasts for 14 puffs or up to 5 mins, whichever comes first. 30 seconds prior to the end of the session or when the last 3 puffs are left the device will vibrate once and the State LED will blink in ice blue until the end of the session. When the session comes to an end, the State LED and the device turn off automatically. You do not need to press the button. To extract the tobacco stick, twist the tobacco stick more than 3 times in one direction. You may use the device up to 3 consecutive times without waiting time between 3 sticks.

To check the charge level of the lil™ SOLID 2.0 device press the Button or plug the device in a power outlet using the supplied USB Cable and AC Power Adaptor The charging status of the device is displayed as follows: Blue (100 ~ 60% charged), Ice blue (60 ~ 30% charged), Orange (30 ~ 1% charged), Red – (needs to be charged)

To reset your lil SOLID 2.0 device, you need to do a few simple steps:

• Press the Button for 8 seconds (even if vibration occurs within 2 seconds)
• The State LED will blink twice in red, orange, ice blue and blue, sequentially.
• When the device is reset, the State LED lights in ice blue for 1 second, and vibration occurs twice, simultaneously.

Always turn OFF the device before cleaning. Let it cool down after the last use.

• To use the Cleaning Wiper, gently snap open the side with the ⊙ mark.
• To use the Cleaning Brush, gently snap open the side with the mark.
• Remove the cap from the device
• Insert the Cleaning Wiper into the device and clean the device by spinning the cleaning wiper. Repeat this step with the cleaning brush.

How can I troubleshoot my lil SOLID 2.0? You can do a self-diagnostic online. More details on support page. Did not help? Contact Support for help: We are here for you Monday till Friday from 9:00 am till 8:00 pm, and Saturday 9:00 am till 6:00 pm, please contact us through the following channels: LiveChat - iqos.com
Contact us - iqos.com
Email - contact.lb@iqos.com
Facebook - iqos.lb
or at the nearest IQOS store

The lingering smell most probably comes from the non-regular or non-thorough cleaning. We recommend cleaning the device on a regular basis after using 1 pack of sticks If you continue to use the device without removing the debris or remnants, the device can heat up the remnants, which can produce the lingering smell

There are two variants available

• Fiit REGULAR
• REGULAR SKY

Fiit™ tobacco stick contains real tobacco processed into tobacco sheets Tobacco part:

• The tobacco mix is made of various types of tobacco grounded into powder and mixed with water, glycerine, guar gum, and cellulose fibers
• This mix is dried out to form a tobacco sheet to be used with lil™ SOLID 2.0 heating technology

• Designed to hold the tobacco plug in place and transfer the aerosol to the cooling plug
• Made of cellulose acetate which is a synthetic fiber based on cotton or tree pulp cellulose.

• Designed to cool down the aerosol
• Made of corn-based material also used in the medical, food and beverage industry.

• Designed as a mouth piece. Made of cellulose acetate.

• Our new protective paper wrap holds the tobacco stick together and contributes to a clean look of the stick after use.

lil™ SOLID and IQOS™ are both smoke-free products, however, these devices have different offerings. It is only your own preferences, goals and budget that define your choice.

lil™ SOLID device is a smoke-free product that:
• has limited selection of device colors and tobacco flavors
• You can customize your lil SOLID 2.0 with styler deco accessories
• However, all in one simple and practical device that offers real tobacco taste with no fire, smoke or ash.
• It suits best customers who value simplicity and practicality

IQOS™ device is a smoke-free product that has different offerings:
• wider range of flavors – expertly crafted by our flavor masters to provide real tobacco taste
• Portfolio of devices, colors & stylish accessories
• more than 500 customization options for your device

No. Cigarettes cannot be used with lil™ SOLID device because of different manufacturing design. Fiit™ tobacco sticks have been specifically designed for use with lil™ SOLID device

If you experience that you only get a little bit of aerosol compared to your previous experiences, please ensure you check the following:

• You are using the Fiit™ tobacco stick and not any other brands or products
• You have correctly inserted the Fiit™ tobacco stick in the lil™ SOLID device without breaking or turning the tobacco stick
• You allow the device to pre-heat for about 25 seconds prior to puffing
• You clean your lil™ SOLID regularly (every 20 sticks)
• You pause between puffs to allow the pin to properly heat the tobacco and generate aerosol

We sell lil SOLID charging accessories — AC Power Adaptor, USB cable, dual cleaner & styler deco If you are looking for a device that enables customization, we advise you to consider IQOS – with more than 500 customization options for your device.

Both, cigarettes and Fiit™ tobacco sticks contain nicotine, which is addictive. However, this is the only common point.

In cigarettes, the tobacco is burnt, whereas with Fiits its heated when used with the lil™ SOLID 2.0. Because lil™ SOLID heats the tobacco rather than burning it, using Fiit™ you will enjoy: less smell than cigarettes* and a tobacco experience without ash or smoke . *Source: Study conducted in Russia with 326 legal age smokers and heated tobacco users, September 2020.

• Both systems are tobacco heating systems and heat tobacco from inside. However, they use different heating technologies:
• lil™ SOLID 2.0 uses induction heating with a pin.
• IQOS 3 DUO™ and earlier IQOS generations use resistive heating with a blade - Heat Control technology.
• With both technologies you can enjoy the taste of the real tobacco without fire, smoke and ash.
• Whether you choose lil™ SOLID 2.0 or IQOS™, they are both smoke-free products and a better choice than continued smoking. They both are not risk free and provide nicotine which is addictive.

• Technically it is possible, because the dimensions of Fiit sticks and HEETS sticks are the same. However, they are different tobacco heating systems. IQOS is specifically designed to be used with HEETS while lil SOLID 2.0 is designed to be used with Fiit and therefore for best performance we recommend that they are used this way.
• They are different tobacco heating systems, for best performance we recommend that they are used as designed and as explained in their respective user guides and safety warnings & instructions - IQOS with HEETS and lil SOLID 2.0 with Fiit sticks.
• However, what we do know is that using HEETS with lil SOLID 2.0 or Fiit with IQOS, even if not recommended by the manufacturers, is a better choice than continuing to smoke cigarettes. If you mix the systems we cannot guarantee the product performance. Both, IQOS and lil SOLID, are not risk-free and both provide nicotine which is addictive.

• The duration of the voluntary warranty on lil SOLID 2.0 device, AC Power Adaptor and USB Cable is 12 months from the date of purchase.
• In the absence of the proof of purchase, the company reserves the right to voluntarily apply the warranty duration starting from the manufacturing date of the product based on its own records.
• We recommend you to have a proof of purchase when making a warranty claim
• What is covered: Replace any lil™ SOLID 2.0 devices/ components that are defective in terms of material or workmanship when used in accordance with the lil SOLID 2.0 user guide and which are subject to a valid warranty claim
• Replacement will be provided with a product of equivalent functionality. The replacement color and/or model are subject to such color and/or model availability. In case of replacement of the product under this warranty, any replacement part becomes your property and the replaced part becomes the property of the company or entity which makes the exchange.
• The provisions of this warranty are only valid in the country of purchase.
• Products with expired warranty or damaged by consumer negligence are excluded from the warranty service. The following are excluded from the terms of this warranty:
• malfunction damage caused by normal wear and tear elements;
• cosmetic damages (such as scratches, dents, broken plastic etc.) that do not impact the functionality of the product;
• damage caused by misuse, abuse, accidents, unsuitable operating environment, natural disasters, power surge, contact with liquids or fire;
• malfunction due to use with non-compatible consumables, power adaptor or cable;
• damage or malfunction caused by attempt to open, modify and repair, either by a user or by a service provider not accredited by the manufacturer;
• damage or malfunction caused by failure to use as described in the associated lil™ SOLID 2.0 User Guide;
• normal battery performance depreciation, unless battery failure has occurred due to a defect in materials or workmanship;
• devices containing fully or partially non genuine parts;
• loss or theft of the product or its parts;
• operation of the product in a country for which it was not originally designed or approved.

• No, we do not repair lil™ SOLID 2.0 devices
• We only replace products during the Warranty Period, subject to the terms and conditions of the Warranty and provided the issue is not caused by customer negligence (loss of product, damages caused by dropping/breaking or attempt to modify/disassemble the product, or by contact with liquid, etc.)

The new IQOS 3 DUO has our fastest and most powerful Holder yet.
We’ve designed it around your needs to help you enjoy your IQOS moments your way. You can now enjoy two consecutive uses without needing to recharge. And when you do need to recharge, its faster charge time means you can spend more time enjoying your experience. (As long as it’s fully charged, it’s at least 2 minutes and 20 seconds faster than the IQOS 2.4 PLUS, and at least 1 minute 40 seconds faster than the IQOS 3*.)
It also has the IQOS ProtectPlus System built in, for better protection and reliability, as well as a NFC chip which makes registering your device and accessing your IQOS account easier than ever.
*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 1 use. It may depend on conditions of use, on battery lifecycle, weather conditions and device usage

Simply press your IQOS Pocket Charger button for one second. The LED lights will show the charge level – one light means your device has low battery and you need to charge it, four lights mean the device is more than 75% charged and ready to use.

It takes approximately 120 minutes (two hours) to fully charge your IQOS 3 DUO Pocket Charger from an electrical outlet, using the IQOS AC Power Adaptor and USB cable.

Your IQOS 3 DUO device doesn’t need to be fully charged to work but for the best experience, we recommend you fully charge the device before you use it for the first time. 
If your IQOS 3 DUO device is fully charged, you can use it up to 20 times before you need to recharge.

No, the new IQOS 3 DUO Pocket Charger is not compatible with previous IQOS versions.
If you insert the IQOS 2.4 PLUS Holder into the IQOS 3 Pocket Charger, the Holder won’t fit because they’re different sizes.
If you accidentally insert the IQOS 3 Holder into the IQOS 2.4 PLUS Pocket Charger, the Pocket Charger lights will start blinking, but the Holder won’t charge.
Make sure you always charge your IQOS 3 Holder with the IQOS 3 Pocket Charger.

Can I use IQOS AC power adaptor and USB cable from the previous device version to charge the IQOS 3 DUO device?

There are two ways to check how many uses you have left: 
On the IQOS Holder
Press and release the button on your IQOS  Holder:
• Two lights mean it’s ready for two uses
• One light means it’s ready for one use
• No light means the Holder isn’t charged.

On the IQOS Pocket Charger
Press and release the Pocket Charger button:
• Two lights mean it’s ready for two uses
• One light means it’s ready for one use
* If you use the IQOS 3 DUO Holder in the IQOS 3 Pocket Charger, you might need to upgrade your IQOS 3 Pocket Charger firmware so it can tell you when the Holder is ready to be used once.

The IQOS 3 DUO lets you enjoy two consecutive uses before needing to recharge.
Once you’ve finished your first use, there’ll be one light  to show you have one more use left. If you’d like the second use right away, your IQOS Holder is instantly ready for you.

If you don’t need the second use right away, simply put your IQOS Holder back in the Pocket Charger for a quick recharge to give you two uses again. 

• One vibration means it’s starting to heat up (after you’ve pressed the Holder button to start).
• Two vibrations mean it’s ready to use.
• Two more vibrations mean your experience is nearly over (it’ll vibrate 30 seconds before the end).

Your IQOS 3 DUO device is designed to work in a wide range of temperatures, but HEETS tobacco sticks taste best when you use the device between 0℃ and 50℃. 

NFC stands for near-field communication (NFC). It allows two electronic devices - like your IQOS device and your phone - to communicate when you bring them within 4cm of each other.
Your IQOS device has NFC built in to make it even easier to access your account with quick and easy device registration, and straightforward instructions to help you learn how to use  your IQOS device. With just one tap you can find your nearest IQOS store, contact our Customer Support, access the IQOS online store and enjoy other conveniences .

If your phone has an NFC chip, switch on the NFC functionality in your phone’s settings menu.
The two devices will connect automatically when you bring them close to each other (less than 4cm apart) and IQOS.com will open. 

You can register your device using NFC or a QR code:

1. Using NFC:
• Tap your smartphone on the device’s door to open the IQOS registration page on your phone
• Fill in your details and click to register. That’s it! 

2. Using a QR code: 
• Scan the QR code that’s in the device instruction manual using the camera on your smartphone to open the IQOS registration page 
• Take a picture of the label on the packaging to capture your device’s serial number
• Fill in your details and click to register. And you’re done! 

If you already have an IQOS 3 device and would like to use your IQOS 3 DUO Holder with the IQOS 3 Pocket Charger, you might need to upgrade your firmware.
Check whether your current IQOS 3 device needs an upgrade by fully charging your Holder and inserting it into the Pocket Charger, then pressing the button. If the Holder status light blinks once, you’ll need to upgrade your firmware – you can do this for free in an IQOS Store. If the light blinks twice, you’re good to go. 
Once you’ve upgraded the firmware, you’ll be able to charge and use your IQOS 3 DUO Holder with your IQOS 3 Pocket Charger.

Simply press your IQOS Pocket Charge button for one second. The LED lights will show the charge level – one light means your IQOS device has low battery and you need to charge it, four lights mean your device is more than 75% charged and ready to use.

It takes approximately 120 minutes (two hours) to fully charge your IQOS 3 Pocket Charger from an electrical outlet, using IQOS AC Power Adaptor and USB cable.

Your IQOS 3 device doesn’t need to be fully charged to work but for the best experience, we recommend you fully charge it before you use it for the first time. 
Once your IQOS 3 Pocket Charger is fully charged, you can use your IQOS Holder up to 20 times.

No, the new IQOS 3 Pocket Charger isn’t compatible with previous versions. 
If you insert the IQOS 2.4 PLUS Holder into the IQOS 3 Pocket Charger, the Holder won’t fit because they’re different sizes.
If you accidentally insert the IQOS 3 Holder into the IQOS 2.4 PLUS Pocket Charger, the Pocket Charger lights will start blinking, but the Holder won’t charge.
Make sure you always charge your IQOS 3 Holder with the IQOS 3 Pocket Charger.

Can I charge different IQOS versions with the same AC Power Adaptor?
You can use the IQOS AC Power Adaptor from previous devices to charge your IQOS 3 device. But the IQOS 3 USB cable has a USB-C port which is different from previous versions, so please make sure you use the right cable. 

Press and hold your IQOS Pocket Charger button for 10 seconds and then release it. The battery status light will fade in, blink twice, and then turn ON to confirm the reset.

One vibration means your IQOS is starting to heat up (after you’ve pressed the Holder button to start).
Two vibrations mean it’s ready to use.
Two more vibrations mean your experience is almost over (it’ll vibrate 30 seconds before the end)  

The white lights mean your IQOS device is charging, rebooting, ready to use or fully charged.
If you see a steady or blinking red light, there may be an issue with your IQOS device. Simply reset it and try using it again. If you still see the red light , get in touch with our Customer Support  from Monday to Friday 8:00 AM till 6:00 PM, Saturday 8:00 AM till 4:00 PM or ask for help at your nearest IQOS store.

The white lights mean your IQOS device is charging, rebooting, ready to use or fully charged.
If your IQOS light blinks twice, the device is either too cold (below 0°C) or too hot (above 50°C). Simply wait for your IQOS device to warm up or cool down before you use it again.

If you see a red light:

• on the bottom of your IQOS Pocket Charger light indicator, simply reset your device.
• blinking on your Holder, please reset your IQOS device.
Still no luck? We’re here to help - get in touch with our Customer Support  from Monday to Friday 8:00 AM till 6:00 PM, Saturday 8:00 AM till 4:00 PM or ask for help at your nearest IQOS store.

Your IQOS 3 device is designed to work in a wide range of temperatures, but HEETS tobacco sticks taste best when you use the device between 0℃ and 50℃. 

Your IQOS 3 device has the innovative IQOS ProtectPlusTM system as a standard. This means you  get:  
• A robust outer shell that improves your IQOS device’s shock resistance 
• A new side door opening that’s been tested to guarantee a great performance every time
• New technology for longer battery life, and
• An improved electronic elements chamber for even more reliability. 

Simply press your IQOS Pocket Charger button for one second. The LED lights will show the charge level – one light means your IQOS device has low battery and you need to charge it, four lights mean the device is more than 75% charged and ready to use.

It takes approximately 75 minutes to fully charge your IQOS 3 MULTI from an electrical outlet, using the IQOS AC Power Adaptor and USB cable.

Your IQOS 3 MULTI doesn’t need to be fully charged to work but for the best experience, we recommend you fully charge the device before you use it for the first time. 
If your IQOS 3 MULTI device is fully charged, you can use it up to 10 times before you need to recharge it.

Press and hold the button on your IQOS 3 MULTI for 10 seconds and then release it. The lights will fade in and out to confirm the reset. 

• One vibration means your IQOS 3 MULTI is  starting to heat up (after you’ve pressed the Holder button to start).
• Two vibrations mean it’s ready to use.
• Two more vibrations mean your experience is almost over (it’ll vibrate 30 seconds before the end)  

A white light means your IQOS 3 MULTI is charging, rebooting, ready to use or fully charged.
If the light blinks twice, your device is either too cold (below 0°C) or too hot (above 50°C). Wait for your IQOS 3 MULTI to warm up or cool down before you use it.
If you see a blinking red light, there might be an issue with your IQOS 3 MULTI. Simply reset it and try using it again. If the red light still shows, get in touch with our Customer Support  from Monday to Friday 8:00 AM till 6:00 PM, Saturday 8:00 AM till 4:00 PM or ask for help at your nearest IQOS store.

Your IQOS 3 MULTI device is designed to work in a wide range of temperatures, but HEETS tobacco sticks taste best when you use the device between 0℃ and 50℃. 

Simply press the ON/OFF button for one second. The LED lights will show the charge level – one light means the device has low battery, four lights mean your IQOS device is fully charged and ready to use.

It takes approximately 120 minutes (2 hours) to fully charge your IQOS 2.4 PLUS Pocket Charger from an electrical outlet, using the IQOS AC Power Adaptor and USB cable.

Your IQOS 2.4 PLUS device doesn’t need to be fully charged to work, but we recommend you fully charge it before you use it for the first time, to give you the best experience.
Once it’s fully charged, you can use your IQOS 2.4 PLUS device up to 20 times before you need to recharge it. 

You can reset your IQOS 2.4 PLUS device by simultaneously pressing and then releasing the Bluetooth and Power buttons until all lights briefly blink.

Your IQOS 2.4 PLUS vibrates for two reasons:
• When it’s starting to heat up (after you’ve pressed the Holder button to start) 
• When your experience is almost  over (30 seconds before the end)  

If you see a steady or blinking red light, it could mean that:
• Your Holder is not charged
• Your IQOS device is too cold or too hot) 
• you pressed the Holder button while you were using it, or
• there’s a problem with the Holder.
There are a few things you can try to fix the issue:
a. Check that your IQOS 2.4 PLUS Pocket Charger is switched ON and has enough power.
b. Place the IQOS 2.4 PLUS Holder in the Pocket Charger and wait until it’s fully charged (up to 4 minutes).
c. Make sure your IQOS 2.4 PLUS Holder’s electric contact is clean.
d. Reset your device.
Still no luck? We’re here to help - get in touch with our Customer Support  from Monday to Friday 8:00 AM till 6:00 PM, Saturday 8:00 AM till 4:00 PM or ask for help at your nearest IQOS store.

a. If the light on your IQOS 2.4 PLUS Pocket Charger is red, it means there’s a problem with your Holder. If it slowly pulses while charging, it means that the Holder battery is reaching the end of its life cycle and you’ll need to replace it. 
b. If the bottom light on the IQOS 2.4 PLUS Pocket Charger is red, it means there’s a problem with your Pocket Charger or your IQOS device is too cold or too hot. 

To fix the problem, reset your IQOS device and make sure your device is between 10ºC and 40ºC. 

Still no luck? We’re here to help - get in touch with our Customer Support on 1245 Monday - Friday 08:00 - 20:00; contact.lb@iqos.com; Fb @iqos.lb or ask for help at your nearest IQOS store.

Your IQOS 2.4 PLUS device is designed to work in a wide range of temperatures, but HEETS tobacco sticks taste best when you use your IQOS device between 10℃ and 40℃. 

HEETS tobacco sticks are designed to last for the same amount of time and puffs as cigarettes. You can enjoy up to 14 puffs or about 6 minutes, whichever comes first.

The HEETS tobacco sticks are designed specifically for IQOS devices. We’ve engineered the perfect length, diameter and design to fit into the IQOS Holder and deliver tobacco satisfaction every time.

HEETS tobacco sticks taste different to cigarettes because the tobacco is heated rather than burned. By heating the tobacco, the true taste is released.
HEETS tobacco sticks are made from blended tobacco, specially chosen to give you the tobacco taste and satisfaction you’ve come to enjoy, with less risk. 

Yes, HEETS tobacco sticks contain nicotine, which is addictive.
Nicotine is naturally present in the tobacco used in HEETS. It’s released in the tobacco vapour that’s generated when you use an IQOS device.

Ultra-compact and precisely designed, HEETS consistently deliver tobacco taste, satisfaction and pleasure when heated with your IQOS device.
The tobacco part contains carefully selected, finely ground and specially prepared tobacco that delivers the true taste of real tobacco when heated.
The non-tobacco part is made up of:
                                                                                                                                                                                                                        
• A cooling plug made of corn-based material that’s also used in the medical, food and drinks industries 
• An air flow chamber that’s designed to hold the tobacco plug in place and transfer the aerosol to the cooling plug 
• A protective aluminium wrap which helps to deliver a consistent taste experience, and
• A cellulouse acetate filter that’s similar to the mouthpiece filter of a cigarette.

If the tobacco plug is stuck in your cap, you can remove it by gently tapping the cap on a hard surface to extract the tobacco plug, or by using a cleaning pin. 

If you use the cleaning pin, push the rod outward from the bottom part of the cap.

To stop tobacco getting stuck in your device, make sure you always lift up the cap before you take out the user HEETS tobacco stick.  

We are here for you Monday till Friday from 9:00 am till 8:00 pm, and Saturday 9:00 am till 6:00 pm, please contact us through the following channels:

LiveChat - iqos.com
Contact us - iqos.com
Email - contact.lb@iqos.com
Facebook - iqos.lb

We know trying something new can be a challenge, but we’re here to make switching to  IQOS easy and enjoyable. When you choose IQOS, you’ll get your own personal coach – they’ll be by your side to get you started with your IQOS device and answer your questions via email, instant messaging or video – whatever you prefer. It’s completely free.  
From deciding which type of HEETS tobacco sticks suits your taste preferences best to explaining how to clean your IQOS device, to sharing tips whenever you need them, our highly trained IQOS Coaches accompany and motivate you at every step of your journey. 

Get in touch with our Customer Support.

To join, you must be a legal-age smoker who would like to continue enjoying tobacco products and switch from cigarettes to IQOS. That’s it!

While switching completely to IQOS presents less risk to your health, IQOS is not risk-free and delivers nicotine, which is addictive. The best option is to quit tobacco and nicotine use altogether. However, switching completely to IQOS ILUMA is a better choice than continued smoking. Important information: IQOS ILUMA is not risk-free.

Nicotine is addictive, but it is the other chemicals in the smoke, emitted when a cigarette is burnt, that are the main cause of the smoking-related diseases. Because IQOS ILUMA heats tobacco instead of burning it, you get tobacco taste and satisfaction but with 95% less harmful chemicals compared to cigarettes.* Important information: This does not necessarily equal a 95% reduction in risk. IQOS ILUMA is not risk-free. * “95% less” represents the average reduction in levels of the 9 chemicals recommended for reduction in cigarette smoke by the World Health Organization, which do not include nicotine. See Important Information on IQOS.com

We state that IQOS emits on average 90-95% lower levels of harmful chemicals compared to cigarettes. The percentage (90-95%) refers to the average reduction of the levels of certain constituents prioritized for action by renowned public health organizations such as the WHO and the US FDA, and which are found in IQOS tobacco vapor, when compared to the smoke from a 3R4F reference cigarette. The exact percentage reduction depends on the specific list being referenced. To this effect, we collect the tobacco vapor and smoke under the Health Canada Intense machine-smoking regime (55 mL puff volume, 2 second puff duration, 30 second interval puff) using a comparison on a per stick basis. Reduction calculations exclude nicotine. Important information: This does not necessarily equal a 95% reduction in risk. IQOS ILUMA is not risk-free. * “95% less” represents the average reduction in levels of the 9 chemicals recommended for reduction in cigarette smoke by the World Health Organization, which do not include nicotine. See Important Information on IQOS.com

The totality of evidence includes PMI’s clinical data (we conducted 10 clinical studies with thousands of participants in the US, UK, Japan and Poland), aerosol chemistry, and data from 18 nonclinical studies. The totality of evidence demonstrates that switching completely to IQOS, while not risk-free, presents less risk of harm compared with continuing to smoke cigarettes.

We use PMI Financials or estimates, IQOS user panels and PMI Market Research. The number of total users we report refers to IQOS users for whom PMI HeatSticks represent at least 5% of their daily tobacco consumption over the past 7 days, while the number of people we estimate have completely quit cigarette smoking refers to IQOS users who have completely quit cigarettes and for whom PMI HeatSticks represent at least 70% of their past 7-day heated tobacco consumption.

It is a cigarette independently designed by the University of Kentucky in the US for scientific research purposes. It is a comparator commonly used in tobacco research, which allows the data of a given study to be compared to that of another study. 3R4F research cigarettes are not commercially available to consumers.

IQOS 3 DUO and IQOS 3 MULTI™  devices which are defective are covered by voluntary warranty 

The length of the voluntary warranty period depends on the country in which you purchased your IQOS device.
In Lebanon, your warranty is valid 1 year from the date of purchase. 

Even products of the highest quality can sometimes stop working, and we know how annoying it is when you can’t use your IQOS.
Do you want to make a claim? It’s easy and quick, just contact our Customer Care service on Facebook (IQOS Lebanon) or Livechat on IQOS.com, available from Monday to Friday 9:00 AM till 8:00 PM, Saturday 9:00 AM till 6:00 PM and we will help troubleshooting any problems with your device.

If you didn’t buy your device from Lebanon, please have your proof of purchase ready. In the absence of the proof of purchase, the company reserves the right to voluntarily apply the warranty duration starting from the manufacturing date of the IQOS device components in question based on its own records.

We are here for you from Monday to Friday 9:00 AM till 8:00 PM, Saturday 9:00 AM till 6:00 PM, please contact us through the following channels:

Telegram - Iqos_lb_bot
LiveChat - iqos.com
Contact us - iqos.com
Email - contact.lb@iqos.com
Facebook - iqos.lb
Instagram - iqos_lbn

The latest IQOS firmware improves the stability of IQOS electronics for a better performance over time.

We want to ensure you always get the best heated tobacco experience. Like other electronic devices, IQOS regularly provides firmware update to support your experience.

For example, the latest firmware upgrade for IQOS 3 DUO will extend the battery lifespan of the holder.

From time to time you should upgrade the firmware to keep your IQOS always up to date.

You can visit one of the below IQOS stores, where our team will make the upgrade for you

- Spinneys Hazmieh, Dbayeh, Jnah and Jbeil.

lil SOLID Ez is a simple to use one-piece device to enjoy heated tobacco experience without the hassle of ash, smoke or cigarette smoke smell.
It heats tobacco from the inside by a stainless-steel pin for consistent tobacco experiences.
With lil SOLID Ez you will enjoy:
o Consistent heated tobacco experiences, with 3 back-to-back consecutive uses
o Up to 25 experiences on a single charge*
o 5 minutes duration of one session
Available in 5 new colours: white, blue, mint, rose gold and black. https://lb.iqos.com/en/shop/buy-iluma 
lil SOLID Ez is designed to be used only with Fiit tobacco sticks.
* Subject to battery performance degradation and conditions of use.

lil SOLID Ez and lil SOLID 2.0 - are both alternatives to cigarette smoking. lil™ SOLID Ez is the next generation of lil™ SOLID 2.0 all-in-one tobacco heating device introduced by IQOS™
What’s new:
1. heating technology – resistive heating with a pin
2. new device finishing - glossy finish
3. New 5 colours: rose gold, mint, white, black and blue
4. Smaller & lighter – 78.9 gr for lil SOLID Ez vs 98.8 gr for lil SOLID 2.0
5. 4 new cap accessories for personalization: Stellar rose, stellar amber, stellar blue and stellar back. Now with a total portfolio of 9 coloured caps
6. New additional cleaning tool – lil SOLID Cleaner Pro, for cleaning the cap and around the pin. Sold separately.

Both devices – lil SOLID Ez and IQOS ORIGINALS - are tobacco heating systems and heat tobacco from inside. However, there are some differences:

IQOS ORIGINALS

Iconic
Portfolio of devices & colours, stylish accessories to customize your device
Blade heating technology
Up to 6 min or 14 puffs experience
To be used with HEETS tobacco sticks

lil™ SOLID Ez Introduced by IQOS™

 Simple and affordable
Simple & robust design, device in 5 colours & basic accessories Pin heating technology
Up to 5 min or 14 puffs experience
To be used only with Fiit tobacco sticks

Both devices – lil SOLID Ez and IQOS ILUMA - are tobacco heating systems and both heat tobacco from the inside. However, there are some differences:

Lil™ SOLID Ez
Introduced by IQOS™
Simple and affordable
Simple & all-in-one design, device in 5 colours
Resistive heating with pin
Up to 25 uses on full charge* and 3 consecutive uses**
Up to 5mins or 14 puffs per use whichever comes first
To be used with Fiit tobacco sticks
Requires cleaning

IQOS ILUMA™
Iconic
Portfolio of devices & colours, stylish accessories to customize your device
Bladeless SMARTCORE INDUCTION SYSTEM™
Up to 20 uses on full charge* and 2 consecutive uses
Up to 6mins or 14 puffs per use whichever comes first
To be used only with TEREA SMARTCORE tobacco sticks
Does not require cleaning

* Only when charged from an electrical outlet and supplied AC Power Adaptor and Charging cable
** May vary depending on usage regime, battery age and environmental conditions
With both technologies you can enjoy the taste of the real tobacco without fire, smoke and ash.
It is your own preferences, goals and budget that define your choice.

Whether you choose lil™ SOLID Ez or IQOS ILUMA, they are both smoke-free products and a better choice than continued smoking.

The serial number of lil SOLID Ez is displayed under the cap of the device.

You receive the new device in sleep mode. To wake up the device, press the button for 2 seconds or connect the charger to the charging port. Once the device is activated, the Status LED blinks in ice blue for one second and vibration occurs twice, simultaneously. We recommend to fully charge your new Iil SOLD Ez device with the supplied AC Power Adaptor before using it. It takes up to 2 hours.

Slide and open the cover of the stick insertion part at the top of the device and insert a Fiit™ tobacco stick with the tobacco part of the stick facing down.
Press the stick until it touches the bottom of the stick insertion part.
To start your device, press the button for 2 seconds until vibration occurs.
Preheating will last for about 25 seconds. The duration time of the preheating process can vary according to the use environment. When the preheating process ends, the Status LED lights illuminate, and vibration occurs simultaneously. The stick is ready for use. Use: you have up to 14 puffs or 5 minutes, whichever comes first.

To signal the last 30 seconds of the session or the last 3 puffs, whichever comes first, the device will vibrate once and the Status LED will blink in ice blue until the end of the session. At the end of the session, the Status LED and the device turn off automatically. You do not need to press the Button.
Remove the tobacco stick after the end of the experience: Rotate the stick to one direction 3 times or more and pull the stick out of the device.
Close the cover of the device to prevent any foreign particles from entering.

You may use the device up to 3 consecutive times without waiting time. After 3 consecutive uses (within 18 minutes) the device will cool down automatically. Please wait. It will take 3,5 minutes before you can use another Fiit tobacco stick.

To check the charge level of lil SOLID Ez, short press the button or plug the device in a power outlet using the supplied USB Cable and AC Power Adaptor. The Status LED light will indicate the current charge level of your device.



Although Iil™ SOLID device does not require a full charge to work, we recommend to fully charge it before the first use.

To reset your lil SOLID Ez, press the button for 8 seconds, even if vibration occurs within 2 seconds. The State LED will blink twice in red, orange, ice blue and blue, sequentially.

The device is completely reset when the State LED lights blinks in ice blue for 1 second, and vibration occurs twice, simultaneously.

It is important to keep your device clean from any foreign particles, remnants or dust. For this, please, keep the lid closed at any time after the use.
For optimal experience, clean your device after every 20 uses.
You can clean your lil SOLID Ez in three ways: with a Dual Cleaner (comes with the device), by cleaning with heat* or with a lil SOLID Cleaner Pro (sold separately)
Cleaning with the Dual Cleaner: To use the Cleaning Wiper, gently snap open the side with the ⊙ (circle) mark.
To use the Cleaning Brush, gently snap open the side with the (multiple dots) mark

Remove the cap from the cooled device and insert the Cleaning Wiper into the heating chamber and clean by spinning the wiper. Insert the Cleaning Brush into the heating chamber and clean by spinning the brush.

Cleaning with Heat*:
To clean with heat, quickly press the button 5 times (within 2 seconds).
The State LED will blink orange for 90 seconds and the cleaning process happens automatically
When the cleaning process ends, the State LED automatically goes OFF, and vibration occurs 2 times
* Cleaning with heat means heating the remnants stuck to the heater. The heater can get very hot, so do not let anything come into contact with the heater during or immediately after cleaning with heat.
Cleaning with lil SOLID Cleaner Pro:
This new cleaning tool is efficient to remove hard tobacco residue that cumulate around the pin and inside the cap
It also allows to restore the delivery of aerosol like a new device.
Use the cleaning wiper (the side with the “hole”) to clean around the pin:
1. remove the cap
2. insert the cleaning wiper in the heating chamber
3. rotate several times to remove the crust.

Use the cleaning “brush” (the side with the protruding pin) to clean the cap:
1. insert the cleaning tool from the bottom of the cap
2. rotate several times
To reduce residual tobacco smell after removing hard particles, use the cleaning sticks.

"Solid red light for 2 sec with two vibrations -> low battery Please charge your device
Red light blinks 5 times -> device malfunciton Reset the device by pressing the button for 8 seconds, even if vibration occurs within 2 seconds.

Orange light blinks 3 times -> device needs to cool down or exceeds operating temperature range After 3 consecutive uses (within 18 minutes) - an orange light indicates that the device needs to cool down. The device will be put in the cool down mode automatically. Please wait. It will take 3,5 minutes before you can use another stick.

It could also indicate that the temperature has gone beyond the operating temperature 0~40℃.
Orange light blinks 2 times -> liquid ingression Please do not use the device and dry it until the light stops blinking. If the light does not stop blinking, please, contact us at Customer Support Center or visit us at the nearest IQOS store from Monday to Friday 9:00 AM till 8:00 PM, Saturday 9:00 AM till 6:00 PM
Blinking green light and device not responding -> device in updating mode To interrupt the update process, disconnect the device from the power source

Charging lights:

The lingering smell most probably comes from the non-regular or non-thorough cleaning. We recommend cleaning the device on a regular basis after using 1 pack of Fiit tobacco sticks.

If you continue to use the device without removing the debris or remnants, the device can heat up the remnants, which can produce the lingering smell https://lb.iqos.com/en/get-support/first-steps-lil-solid-ez

Yes, Fiit tobacco sticks contain nicotine, which is addictive.

Nicotine is naturally present in the tobacco used in Fiit. It is released in the vapor that is generated during the IQOS™ usage.

Both, cigarettes and Fiit tobacco sticks contain nicotine, which is addictive. However, this is the only common point.

Differences:
Cigarettes burn tobacco, reaching high temperatures, and producing ash, tar*, and smoke with high number and levels of harmful chemicals.

On the contrary, lil SOLD Ez heats tobacco instead of burning the tobacco like a cigarette with no ash, no cigarette smoke smell, no fire. As a result of heating, lil SOLID Ez emits significantly lower levels of harmful chemicals compared to cigarettes**
lil SOLID emits on average around 95% lower levels of harmful chemicals compared to cigarettes**

No. Cigarettes cannot be used with lil SOLID Ez device because of different manufacturing design. Fiit™ tobacco sticks have been specifically designed for use with lil SOLID Ez device.

The duration of the experience with Fiit and lil SOLID Ez is up to 5 min or 14 puffs, whichever comes first.
lil SOLID Ez with Fiit have been designed with an average duration similar to cigarettes. However, there is still a difference because lil SOLID Ez is a heated tobacco product.
The way you puff impacts how long your Fiit tobacco stick will last.

What you experience with Fiit™ is the taste of a real tobacco, which is heated, but not burned.
Tobacco sticks are made from a specially selected blend of tobacco in order to provide tobacco taste satisfaction that replicates as much as possible what adult smokers expect.
By heating the tobacco, instead of burning it, the taste released is less harsh than what you are used to with a cigarette. That’s why Fiit taste is different

If you experience any difficulties inserting Fiit tobacco sticks, please, check the following:
1. Check if you are using the Fiit tobacco stick and not any other product
2. Check if there are any remnants inside the stick insertion part. Remove the remnants by pulling the cap out of the device, install the cap back and try to insert the stick again.
3. Don’t forget to twist the tobacco stick more than 3 times in one direction before pulling the stick out of the device. This way you avoid remnants in the stick insertion part. https://lb.iqos.com/en/get-support/first-steps-lil-solid-ez
4. Check if you insert the stick in the right direction. Insert the Fiit tobacco stick with the tobacco part facing down. If it is inserted upside down, you may experience difficulties inserting it.
5. If a Fiit stick gets broken in the device, please, remove the broken stick:
• Pull out the cap and the broken stick should come with it. Then, gently tap the cap to remove the broken part.
• If this does not happen, 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 not insert any metal into your device.
• if you are experiencing any trouble please go to your nearest IQOS store so that one of our agents can assist you.
6. Check if the tobacco sticks were exposed to a humidity or high temperature. They need to be kept in a dry place to prevent the tobacco mix from sticking together. Try a new stick from the pack that was not exposed to humidity.
7. If none of the above solutions helps, contact our Customer Support from Monday to Friday 9:00 AM till 8:00 PM, Saturday 9:00 AM till 6:00 PM; by email contact.lb@iqos.com; Facebook @iqos.lb, live chat or ask for help at your nearest IQOS store.

If you have not used the device for a long period of time, please ensure there is no visible damage present and then, try to charge it fully before attempting to turn it on.
To conserve battery life, the device will return to sleep mode:
1. if it is not charged for 24 hours when the Status LED light is red
2. if it is not used for 7 days when the Status LED light is orange, ice blue, or blue
Please note, when you start charging the battery after a long period of inactivity, i.e. when your battery has been completely depleted, the charging lights may not appear right away. This is a normal process.
If the charging does not happen, please, contact our Customer Support via:
- Through live chat on iqos.com
- By email: Contact.lb@iqos.com
- On our Facebook page

For optimal charge, use a supplied AC Power Adaptor and Charging cable. Please ensure you use the right charging method. We recommend charging only with the USB Cable and AC Power Adaptor designed for lil™ SOLID. Only 5V 2A chargers will support optimal charging.
If you use other types of chargers, such as smartphone chargers, car phone chargers, or portable power banks, may cause low charge efficiency or reduced battery life.
Foreign particles may cause poor connectivity between the device and the AC Power Adaptor. To ensure the connectivity between the USB connections, please, ensure that they are clean both on the device and the AC Power Adaptor. https://lb.iqos.com/en/get-support/first-steps-lil-solid-ez

If you experience that you only get a little bit of aerosol compared to your previous experiences, please ensure you check the following:
• You are using the Fiit™ tobacco stick and not any other brands or products
• You have correctly inserted the Fiit™ tobacco stick in lil™ SOLID Ez device without breaking or turning the tobacco stick
• Check if there are any remnants inside the stick insertion part. Remove the remnants by pulling the cap out of the device, install the cap back and try the new stick.
• You allow the device to pre-heat for about 25 seconds prior to puffing
• You clean your lil™ SOLID Ez regularly (every 20 sticks) https://lb.iqos.com/en/get-support/first-steps-lil-solid-ez
• You pause between puffs to allow the pin to properly heat the tobacco and generate aerosol https://lb.iqos.com/en/get-support/first-steps-lil-solid-ez

Iil SOLID 2.0 devices will no longer be sold. But no worries. You will still get support for your current Iil SOLID 2.0 device according to the warranty terms and local regulations.

Yes, you can still get support, even if the device is discontinued, according to the warranty terms and local regulations. Also, the replacement is still available.