Care you can count on

Your experience begins here

Using IQOS is easy. Learn how to use, clean and charge your device to experience the best of IQOS.

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Sometimes a quick fix is all it takes, let us help you troubleshoot your IQOS device.

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If your IQOS device is damaged by accident, we'll replace it for free* so you can continue enjoying your IQOS moments with one less thing to worry about. *Terms and conditions apply.

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If you are entitled for a replacement, you won’t have to leave your home or wait long for your new device to arrive with our Rapid Replacement service.

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We’ve got you covered, even if you’re not in Malaysia. Call our dedicated international support helpline for expert IQOS support, whenever you’re away from home. Services vary from country to country.

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Firmware Upgrade

We're always improving the technology that goes into your device. Update your IQOS device to the latest firmware to continue experiencing the best of IQOS.

Complete Service: Professional Device Care

Visit us in stores to get professional device diagnosis and deep cleaning to keep your IQOS device at its peak performance.

Something we haven’t covered?
There are several ways you can reach us.


Use our live chat

Chat to our coaches in real time. They’re available every day from 7am – 10pm. Just give them a message and they’ll say hello within seconds.

Let's chat

Send us a mail

Write to us. Our inbox is never too full.

Email us

Give us a ring

Sometimes you just want to hear a human voice. We get it. That’s why our phone support line connects you directly to an IQOS expert.

Get in touch