(i) you are an adult IQOS consumer;
(ii) yourself and your IQOS device are registered;
and (iii) you experience an issue with your IQOS Device when travelling in one of the countries where the service is available. Please go to section In which countries does the service apply for the full list of countries where the service is available.
Calling from following countries may require dialing as below. Please consult your operators’ requirements before travelling.
Canada - 011 800 2559 2559;
Colombia - 009 800 2559 2559;
Israel - 014 800 2559 2559;
Japan - 001 010 800 2559 2559 (KDD); 0033 010 800 2559 2559 (NTT); 0041 010 800 2559 2559 (JT); 0061 010 800 2559 2559 (IDC).
Russia - 810 800 2559 2559;
South Korea - 001 800 2559 2559; 002 800 2559 2559 (Dacom); 004 800 2559 2559 (Korea Telecom)
*Certain charges may apply, please consult your operator for details.
Before placing the call, please ensure that you have on hand your complete temporary address (i.e. Hotel name and address).
For any device issues or inquiries while travelling outside your country, please contact the IQOS International Assistance toll free number *+800 2559 2559.
We advise customers to always have their devices registered in the country of residence in order to have a smooth support while you travel.
Instead, it is your responsibility to dispose of your waste equipment by handing it over to a designated collection point for the recycling of waste electrical and electronic equipment.
Amongst other, waste batteries can be returned free of charge at the point of sales.
For more information about where you can drop off your waste equipment for recycling, please contact your local city office, your local household waste disposal service or the shop where you purchased the device.
Depending on the country where you travel, there is a possibility that you receive a replacement in one of the IQOS Stores. You will receive all necessary information during the call at IQOS International Assistance.