Frequently Asked Questions

IQOS Devices

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

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

You can easily clean your IQOS™ Holder and Cap in few steps:
IQOS Holder:
• Prepare
1. switch off your IQOS Holder
2. wait for at least 30 seconds to cool down the blade
3. remove the cap
4. slide open your IQOS Cleaning Tool and check if it is not deformed and free of particles

• Insert
1. with a straight and gentle gesture, insert the IQOS Cleaning Tool till it touches the bottom of the heating chamber
2. do not twist yet

• Clean
1. without any further pushing pressure, gently twist IQOS™ Cleaning Tool 2-3 times
2. stop twisting, and extract the Tool straight from the Holder
3. gently tap the Holder and the Cleaning Tool to remove the tobacco residuals

• Finalize – use the IQOS™ Cleaning Sticks as a finishing touch.
1. insert the IQOS™ Cleaning Stick straight along the chamber
2. do not push or hit against the blade
3. do not attempt to clean the blade
4. in case IQOS™ Cleaning Stick is blocked, do not force. Simply use again the IQOS Cleanig Tool and repeat the above steps.

IQOS Cap:
1. Clean the inside of the IQOS™ Cap from the top with the IQOS™ Cleaning Sticks
2. Clean the bottom of the Cap with the IQOS™ Cleaning Tool:
a. Insert the IQOS™ Cleaning Tool till it touches the bottom of the Cap
b. Without extra push, gently twist the IQOS™ Cleaning Tool 2 - 3 times
c. Stop twisting, and gently tap both the cap and the IQOS™ Cleaning Tool to remove tobacco residuals.

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

Gently tap the IQOS™ Cleaning Tool on a surface and use a cloth to get rid of the residues.
Do not clean it with water to avoid any humid contact with the electronics of the IQOS™ Holder.

IQOS 3

Follow this quick guide and get ready to use your IQOS 3.

TURNING ON
To turn the IQOS 3 Pocket Charger on or off, press the button at the top for 4 seconds.

BATTERY LEVEL
IQOS 3 Holder
Check if the Holder is charged by pressing the central button. No light tells you it’s time to recharge the Holder.
IQOS 3 Pocket Charger
Tap the button at the top to check the battery level. 4 bars show a full charge. One bar flashing means it’s time to plug the Pocket Charger into a power outlet using the original IQOS Power Adaptor and Cable.

HOW TO USE
To use your IQOS 3, gently insert a Heatstick into the Holder. Don’t twist it. If you do, you risk breaking the blade. After you’ve inserted the Heatstick, press and hold the Holder button. You’ll feel a vibration and the light will pulse slowly. That means that the Holder is getting ready.
When you feel two vibrations and the status light is steadily on, it means you’re good to go.

If you feel two vibrations again, that means your IQOS time is nearly up. Slide the IQOS 3 Holder open, remove the Heatstick, and slide it back to close the Holder. Place the Holder back in the Pocket Charger.

While the IQOS 3 Holder is in the Pocket Charger, watch the small round light on top of the Pocket Charger. When it’s blinking, it means that the Holder is charging. When the light comes back on, it means that you can take the Holder out and can start using IQOS again.

Make sure your IQOS 3 is ready when you want to use it.

IQOS 3 HOLDER
First check the small status light on your IQOS 3 Holder to see the battery level by pressing the button. No lights tells you it’s time to recharge the Holder.
To do so, insert the IQOS 3 Holder in the IQOS 3 Pocket Charger. The small light at the top of the Pocket Charger will start blinking, which means that the Holder is charging. Once the light stops blinking, you can take the Holder out.

IQOS 3 POCKET CHARGER
Tap the IQOS 3 Pocket Charger button to check the battery level.
4 bars show a full charge.
One bar flashing means it’s time to plug the Pocket Charger into a power outlet using the original IQOS Power Adaptor and Cable.
The IQOS 3 Pocket Charger will need to be charged every 20 uses and takes 2 hours for a full charge.

Cleaning your IQOS 3 is simple.

Use the IQOS Cleaning Tool and just follow these 3 steps:

Slide the cap from the Holder after waiting for it to cool down for at least 30 seconds since the last use.
Tap out any loose tobacco from the Holder.

Carefully insert the IQOS Cleaning Tool inside the Holder until the end and gently twist 2-3 times without applying any pressure. Remove the cleaning tool from the Holder and tap it once more to remove any remaining loose tobacco.

After every 20 sessions, use the IQOS Cleaning Sticks to further clean the Holder. Simply clean with them the bottom of the Holder’s inside, gently and without touching the blade. Don’t forget to also clean the inside of the cap from top to bottom.

Clean your IQOS 3 every day for an optimal taste experience.

You can easily reset your IQOS 3 by pressing and holding the Pocket Charger button for 8 seconds and then releasing. Battery status light will fade in, blink twice, and then progressively fade in to confirm a reset.

The smart blade self-cleaning process is automatically activated after every 20 sessions, when the Holder is charging. This process reduces tobacco residuals on the heating blade, to make the manual cleaning process easier while ensuring the best tobacco taste experience.

The IQOS 3 does not require a full charge to work. If the IQOS 3 Pocket Charger is fully charged you may use the Holder up to 20 times.

It takes approximately 120 minutes to fully charge the IQOS 3 Pocket Charger from an electrical outlet. Only charge IQOS 3 Pocket Charger using the original IQOS Power Adaptor and USB Cable.

Any white light indicates that the device performs various operations, like charging, re-initialization, ready to use, fully charged etc.

A red blinking light can occur on:
• Only Bottom Charger Light indicator: the device is outside operating temperature (0 - 50°C) -> Wait until device is within temperature limits.
• Holder status light: Holder malfunction -> Please, perform a reset of the IQOS device.

Still no luck? Please contact the IQOS Care Team or ask for assistance at the nearest IQOS store.

Any red light (steady or blinking) indicates that there is a device error.

Please, perform a reset of your device and try using it again.

Still no luck? Please contact the IQOS Care Team.

Holder vibrations are activated in the following situations:
• At the start of heating (once you press the Holder button to start)
• When the experience is nearly complete (30 seconds prior to the end).

IQOS Holder vibration
• Vibration begins and a light pulses when you press and hold the heating button. This indicates the beginning of the experience (that you can use a tobacco stick for about 6 minutes or 14 puffs whichever comes first).
• Vibration and blinking begin when there are 30 seconds or 2 puffs left. This indicates that the IQOS Holder will switch off automatically.

HEAT NOT BURN TECHNOLOGY

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, is a better choice compared with continuing to smoke cigarettes.

No, you should not. IQOS device has been designed to work exclusively with HEETS, and vice versa.

It is only by using both together that you can take full advantage of the benefits that the system provides and that have been proven by PMI science. All our studies are based on the use of IQOS with HEETS.

In the event IQOS™ is not expressly regulated, consumers should respect the rules and exercise common sense with respect to where and around whom they use the product. The composition of the aerosol of this product is significantly different from that of the cigarette smoke. A decision concerning the use in indoor public places will need to be made by the authorities.

On a plane: consumers should ask permission from airline staff. Most airlines currently do not allow smoking or usage of alternative tobacco products on their aircrafts.

IQOS is a better alternative to smoking because it heats tobacco instead of burning it. It uses real tobacco free from fire, ash or cigarette smoke, and less lingering smell.

Important information: IQOS is not risk-free. It delivers nicotine, which is addictive.

If you are concerned about the health effects of smoking, your best option is to quit tobacco and nicotine use altogether.

No, IQOS does not produce smoke because it does not burn tobacco. It generates a tobacco vapour that is what you see when using IQOS.

No. IQOS is not a smoking cessation device or intended as a device to quit smoking.

If you are concerned about the health effects of smoking, your best option is to quit tobacco use altogether

Nicotine is addictive. However, it is not the main cause of smoking related diseases. IQOS delivers nicotine in a comparable way to cigarettes. Our clinical studies show that the amount and rate of nicotine absorbed when using one tobacco stick with IQOS is comparable to that of smoking one cigarette.

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.

IQOS is an alternative for adult smokers who would otherwise continue to smoke and want to experience real tobacco taste without many of the inconveniences of cigarettes, such as ash or smoke. It is 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 nicotine containing vapour.

IQOS and heatsticks are not for minors (under 19 years). Please refer to Important Information section for details.

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.

While switching completely to IQOS is a better choice, 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 is a better choice than continuing to smoke.

The inbound allowance for HEETS used with IQOS are similar to cigarettes and may vary from one country to another.

Before leaving for vacation, please double check the allowances set by respective government agency in the country of your travel.

Customs authorities in the country of your destination may challenge the excess of the inbound allowance and could take the product, or even apply fines.

Travelers should check before traveling if entering with tobacco products in their country of destination is allowed.

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

IQOS 3 DUO is designed to work in a wide range of temperatures, but heatsticks tastes best when the device is used between 0°C and 50°C.

IQOS ProtectPlus™ introduces a number of improved features related to design and technology to redefine the concept of protection and reliability of IQOS 3™:

• Robust outer shell improves shock resistance of the device
• New side door opening tested to guarantee reliable device performance
• New technology provides longer battery life
• Electronic chamber* of your IQOS 3™ Holder has been redesigned for improved device reliability
• Electronic chamber refers to the area of the IQOS™ Holder, where the electronic elements are located.

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.
To understand whether your current IQOS 3 requires an upgrade, do the following:
1. Fully charge your IQOS 3 DUO Holder and insert it in the IQOS 3 Pocket Charger
2. Press the Pocket Charger button to check the Holder status light:
a. If the light blinks once – need upgrade
b. If the light blinks twice – no need for upgrade
You can upgrade the firmware of your device in the IQOS Store. It is free of charge.

After the upgrade you will be able to charge and use your IQOS 3 DUO Holder with the IQOS 3 Pocket Charger.

No, the new IQOS 3 DUO Pocket Charger is only compatible with IQOS 3.
If you insert the IQOS™ 2.4+ Holder into the IQOS 3DUO Pocket Charger, the Holder will not fit because of different size.
If you accidentally insert the IQOS 3 DUO Holder in the IQOS™ 2.4+ Pocket Charger, the Pocket Charger lights will start blinking, however, the Holder won’t charge.

You can easily reset your IQOS 3 DUO device by pressing and holding the Pocket Charger Button for 10 seconds (until lights fade out), then releasing.
All Status Lights will turn OFF, blink three times, and progressively fade in, to confirm the RESET.

The new IQOS 3 DUO has our fastest and most powerful Holder within IQOS family.
Inspired by our customers, it has been designed around your needs to enjoy the IQOS moment your way:
- It enables to enjoy two consecutive uses without Holder recharging
- Faster Holder charging allows you to focus on your enjoyment and not worry about recharge:
• At least 2min 20sec faster than charging the Holder of IQOS 2.4 Plus*
• At least 1min 40sec faster than charging the Holder of IQOS 3*
- It hosts our IQOS ProtectPlus™ System for better protection and reliability and NFC chip for easy registration and access to IQOS website

*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.

To check the charge level of the IQOS 3 Duo Pocket Charger, press & release the Pocket Charger Button.

The Pocket Charger Status light will turn ON for 3 sec to indicate battery status:
4 LEDs = more than 75% charged
1 LED = low charge. Need to charge

It takes approximately 120 minutes to fully charge the IQOS 3 DUO Pocket Charger from an electrical outlet. Only charge IQOS 3 DUO device using IQOS AC Power Adaptor and USB cable.

IQOS 3 DUO device does not require a full charge to work, however we recommend to fully charge the device before the first usage.
If the IQOS 3 DUO Pocket Charger is fully charged, you may use the Holder up to 20 times.
The Holder charging time is effective only if the IQOS 3 DUO Holder is fully charged the first time or after being fully depleted.

You can use the IQOS AC Power Adaptor from the previous device versions. However, IQOS 3 DUO USB cable hosts a USB-C port, which is different from that of IQOS™ 2.4+.

You can check the Holder status (how many uses are available without recharge) in two ways – either on the Holder itself or on the Pocket Charger:

To check the status on the Holder:
- Press & release the Button of the Holder:
o 2 lights – ready for two uses
o 1 light – ready for one use
o No light – Holder not charged

To check the Holder status on the Pocket Charger:
- Press & release the Pocket Charger Button
- 2 lights – ready for two uses
- 1 light – ready for one use

On IQOS 3 DUO P. Charger On IQOS 3 P. Charger*

* For those customers who use a mixed version of IQOS 3 DUO Holder in the IQOS 3 Pocket Charger. In some cases it may be required to upgrade the firmware of IQOS 3 Pocket Charger to know when the Holder is ready for 1 use.

IQOS 3 DUO enables to have two consecutive uses without Holder recharge. They will be indicated by the two white LED lights on your Holder and Pocket Charger.

Once you have finished the first use, there will be only one light left, i.e. 2 LEDs on – 2 uses ready, 1 LED – 1 use.

If you need the second use right away, your Holder is instantly ready for it.

If you do not need the second use right away, simply put the Holder back in the Pocket Charger for a quick recharge to have 2 uses back again.

In most cases, you can charge Holder back to at least one experience faster than Holder

IQOS 3 DUO Holder vibrations are activated in the following situations:
- At the start of the heating (once you press the Holder Button to start) - one vibration
- When the device is ready to be used – two vibrations
- When the experience is nearly complete (30 seconds prior the end) - two vibrations
- When the experience is nearly complete (30 seconds prior the end of the tobacco session) - two vibrations

IQOS 3 MULTI

You can easily reset your IQOS 3 Multi device by pressing and holding the Button for 10 seconds and then releasing.
The lights will fade in and out to confirm a reset.

IQOS 3 MULTI is designed to work in a wide range of temperatures, but heatstick tastes best when the device is used between 0℃ and 50℃.

The IQOS 3 MULTI device does not require a full charge to work, however, we recommend to fully charge the device before the first usage.

If the device is fully charged, you may use it up to 10 times without having to recharge between the heatsticks.

It takes approximately 75 minutes to fully charge the IQOS 3 Multi from an electrical outlet. Only charge IQOS 3 Multi device using supplied AC Power Adaptor and USB cable.

You can easily check the charge level by following these simple steps:

1. Press IQOS 3 MULTI Button for 1 second (short press)
2. The Battery Status lights will turn on and indicate the level of charge:
4 LEDs = more than 75% charged
1 LED = low charge. Need to charge

Any white light indicates that the device performs various operations, like charging, re-initialization, ready to use, fully charged etc.

Any red light indicates that there is a device error or device operates outside its operating temperature (0 - 50°C).

Please, perform a reset of your device and try again.

Still no luck? Please contact Customer Care Team

contact.jo@iqos.com

Tw @iqos_support_jo

Fb @IQOS.JO or ask for assistance at the nearest IQOS store

IQOS 3 Multi vibrations are activated in the following situations:

- At the start of the heating (once you press the Button to start) - one vibration
- When the device is ready to be used - two vibrations
- When the experience is nearly complete (30 seconds prior the end of the tobacco session) - two vibrations

ORDER INQUIRIES

Delivery for all areas in Jordan will take up 48 hours days depending on the number of orders.

Free delivery for a limited time only

Cash/Credit on delivery and credit card online

Yes, your presence is required to sign the delivery and you need to show your ID to the courier.

If you would like to amend or cancel your order please contact the IQOS Care Team.

Once an order has been shipped, it is not possible to amend or cancel it, only replacement of the ordered items can be done.

Only replacements in case of manufacturing defects are done, no returns for refunds.

FDA AUTHORIZATION FOR IQOS

The FDA or Food and Drug Administration is a federal agency within the United States Department of Health and Human Services, one of the United States federal executive departments. The FDA is responsible for regulating, among other things, the manufacturing, marketing, and distribution of tobacco products in the US to protect the public health and to reduce tobacco use by minors.

After reviewing the scientific evidence on IQOS, the US FDA authorized the marketing order of IQOS, concluding that:
The IQOS system heats tobacco but does not burn it.
The absence of combustion significantly reduces the production of harmful or potentially harmful chemicals.
Switching completely to IQOS reduces your body’s exposure to harmful or potentially harmful chemicals*, and communicating this is appropriate for the promotion of public health.

Important information: IQOS is not risk-free. It delivers nicotine, which is addictive.

*Source: FDA’s marketing order for the IQOS system dated July 7, 2020.

MRTP stands for Modified Risk Tobacco Product.

On July 7, 2020, the US Food and Drug Administration (FDA) authorized IQOS, along with three different HeatSticks variants, to be marketed in the US with a claim of reduced exposure to harmful chemicals. This makes IQOS the first and only heated tobacco system authorized as a Modified Risk Tobacco Product with reduced exposure information in the US.

The US FDA decisions came after several years of reviews of all of the scientific evidence available on IQOS. Between the opening and the closure of the scientific review, the FDA asked 86 questions related to the applications, seeking clarifications or additional data.

After reviewing the scientific evidence on IQOS, the US FDA authorized the marketing order of IQOS, concluding that:
The IQOS system heats tobacco but does not burn it. The absence of combustion significantly reduces the production of harmful or potentially harmful chemicals.
Switching completely to IQOS reduces your body’s exposure to harmful or potentially harmful chemicals*, and communicating this is appropriate for the promotion of public health.


Important information: IQOS is not risk-free. It delivers nicotine, which is addictive.

*Source: FDA’s marketing order for the IQOS system dated July 7, 2020.

The FDA, or the Food and Drug Administration, is the government agency in the United States responsible for protecting the public health. The FDA regulates a variety of consumer products, including tobacco. However, US law expressly prohibits making any claims, express or implied, that a tobacco product is “FDA approved,” as the statutory standards applicable to tobacco products are not intended to show, among other things, that a tobacco product is “safe” or “effective” (i.e., the standards applicable to drugs and medical devices) given that all tobacco products are not risk-free. Instead, the FDA authorizes (or not), the marketing of tobacco products as “modified risk tobacco products” in the US when they are intended to be sold with exposure modification or risk modification claims. Philip Morris International submitted a set of MRTP applications for the IQOS system.
After thorough reviews, the FDA issued a modified exposure order recognizing that IQOS “significantly reduces the production of harmful or potentially harmful chemicals” and that “switching completely from conventional cigarettes to the IQOS system significantly reduces your body’s exposure to harmful or potentially harmful chemicals*.

Important information: IQOS is not risk-free. It delivers nicotine, which is addictive.

Source: PMI 3-month reduced exposure studies conducted in Japan and the US in near real world conditions. These studies measured exposure to 15 harmful chemicals, and compared the levels observed in smokers who switched to IQOS with levels measured in smokers who continued to smoke cigarettes.

The US FDA decisions, authorizing IQOS to be marketed with a reduced exposure information show that IQOS is a fundamentally different product compared to cigarettes. IQOS is a better choice for adults who would otherwise continue smoking. Unlike cigarettes, the IQOS system heats tobacco instead of burning it. This significantly reduces the production of harmful or potentially harmful chemicals compared to cigarette smoke.
Furthermore, scientific studies have shown that switching completely from conventional cigarettes to the IQOS system significantly reduces the body’s exposure to harmful or potentially harmful chemicals.*

Important information: IQOS is not risk-free. It delivers nicotine, which is addictive.

*Source: PMI 3-month reduced exposure studies conducted in Japan and the US in near real world conditions. These studies measured exposure to 15 harmful chemicals, and compared the levels observed in smokers who switched to IQOS with levels measured in smokers who continued to smoke cigarettes.

Similar to our IQOS heat-not-burn system, vaping products are smoke-free alternatives to continued smoking. However, there are also important differences between the two. E-cigarettes don’t contain tobacco. Instead, they heat an e-liquid containing nicotine and flavors to produce an aerosol. So far, no vaping product has been authorized for marketing by the US FDA.
The IQOS system is the first and only tobacco heating system authorized in the US as a Modified Risk Tobacco Product. The FDA concluded that switching completely to IQOS reduces the body’s exposure to harmful or potentially harmful chemicals.*

Important information: IQOS is not risk-free. It delivers nicotine, which is addictive.

* Source: PMI 3-month reduced exposure studies conducted in Japan and the US in near real world conditions. These studies measured exposure to 15 harmful chemicals, and compared to the levels observed in smokers who switched to IQOS with levels measured in smokers who continued to smoke cigarettes.

The US FDA’s decisions, authorizing IQOS to be marketed in US with reduced exposure information encourages us to continue our mission of replacing cigarettes with science-based, smoke-free products applying our responsible marketing practices. PMI’s marketing practices must always adhere to the following four core principles:
1) We only market and sell our products to adult smokers.
2) We warn consumers about the health effects of our products.
3) Our marketing is honest, transparent and accurate.
4) We respect the law.

IQOS 2.4 PLUS

You can easily check the charge level by following these simple steps:

1. Press for 1 second the ON/OFF button
2. The LEDs will turn on and indicate the level of charge:
- 1 LED = low charge level
- 4 LEDs = device is fully charged

It takes approximately 120 minutes to fully charge the IQOS 2.4Plus Pocket Charger from an electrical outlet. Only charge IQOS 2.4Plus device using the supplied AC Power Adaptor and USB cable.

The IQOS device does not require a full charge to work. If the IQOS 2.4Plus Pocket Charger is fully charged you may use the holder for up to 20 times.

You can easily do a reset of your IQOS 2.4Plus device by simultaneously pressing and then releasing the Bluetooth and Power Buttons until all lights briefly blink.

Holder vibrations are activated in the following situations:
- At the start of heating (once you press the Holder Button to start)
- When the experience is nearly complete (30 seconds prior the end)

The red light, blinking or steady, on your Holder may indicate that:

- Holder is not charged
- Device is outside its optimal operating temperature (10°C - 40°C)
- You pressed on the Holder button during usage
- Holder malfunction

To resolve the issue, you may try the following:
a. Check that the IQOS 2.4Plus Pocket Charger is switched ON and has enough power
b. Place the Holder in the Pocket Charger and wait until it is fully charged (up to 5 minutes)
c. Ensure your Holder’s electric contact is clean
d. If none of the above works, perform a reset of your device
e. Still no luck? Please contact Customer Support Team

contact.jo@iqos.com

Tw @iqos_support_jo

Fb @IQOS.JO or ask for assistance at the nearest IQOS store

Any red light, blinking or steady, indicates that there is a device error or device is outside its operating temperature (10°C- 40°C). Please, perform a reset of the IQOS device.

Still no luck? Please contact Customer Support Team
contact.jo@iqos.com
Tw @iqos_support_jo
Fb @IQOS.JO or ask for assistance at the nearest IQOS store

IQOS 2.4Plus is designed to work in a wide range of temperatures, but HEETS tobacco stick tastes best when the device is used between 10℃ and 40.

HEETS TOBACCO STICKS

A pack of HEETS SELECTION is 22 JOD, while it is 22.50 JOD for a pack of HEETS DIMENSIONS.

Please visit this page to learn more.

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

Nicotine is naturally present in the tobacco used in HEETS. It is released in the tobacco vapour that is generated during the IQOS usage.

The taste of HEETS tobacco sticks used with IQOS device is different from cigarettes because tobacco is heated rather than burned.

By heating the tobacco, the true taste of the tobacco is released.

HEETS tobacco sticks are made from a specially selected blend of tobacco in order to provide tobacco taste that replicates as much as possible what adult smokers expect.

The HEETS tobacco sticks are designed specifically for use with the IQOS device. They have an optimal length, diameter and design for the IQOS Holder. 

HEETS tobacco sticks are designed for the same duration and number of puffs as cigarettes. However, this can vary depending on how you use the product.

If you have difficulties inserting the HEETS tobacco sticks in the IQOS Holder, we advise you to first check whether:
• There is any tobacco residue left in the Holder
• The heating blade is cleaned regularly
• The Holder Cap is fully closed

If the above is all right, you can try to pre-heat the IQOS Holder prior to inserting the HEETS tobacco stick:

IQOS 3 / IQOS 3 DUO:
• Press the Holder Button to start heating
• Wait for 2-3 seconds for pre-heating
• Gently insert the tobacco stick

IQOS 3 MULTI:
• Open the lid
• Press the Button to start heating the device
• Wait for 2-3 seconds for pre-heating
• Gently insert the tobacco stick

If none of the above solutions help, please contact the IQOS Care Team for assistance.

HEETS DIMENSIONS

HEETS DIMENSIONS is a new collection of unique tastes, developed in collaboration with true taste masters.

The collection consists of 3 new offers:
1. HEETS DIMENSIONS APRICITY - Rich and Velvety
2. HEETS DIMENSIONS YUGEN MENTHOL - Rich and Lively

No. HEETS DIMENSIONS are our premium range of HEETS to be sold permanently.

The HEETS DIMENSIONS collection has been developed in collaboration with true taste visionaries. Their unique perspective on taste helped create a new kind of sensations.

HEETS DIMENSIONS are more expensive than the HEETS SELECTION offers, because they have been developed in collaboration with world renowned taste masters and deliver a unique taste experience.

Firmware Upgrade

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 device lifespan.

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

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

IQOS ORIGINALS DUO

• We decided to change the name, as it better suits IQOS.
• Original, because it provides the same real heated tobacco experience.
• 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 Heat Sticks represent at least 70% of their past 7-day heated tobacco consumption."

• IQOS ORIGINALS ONE is a compact, easy-to-use, all-in-one device, that fits in your pocket, providing up to 20 experiences on one full charge
• This simple form and iconic design contains our HEATCONTROL TECHNOLOGY with a unique flat, wide ceramic blade incorporating platinum and gold tracks. This optimally heats the tobacco from the inside releasing real heated tobacco experience.
• IQOS ORIGINALS ONE is available in four vibrant colors: Scarlet, Silver, Turquoise and Slate.

• IQOS ORIGINALS DUO is the new name for IQOS 3 DUO.
• Easy to use and customizable via IQOS app, IQOS ORIGINALS DUO comes in the same form as its predecessor, providing the same real heated tobacco experience, but with new color options and new accessories.

• Both IQOS ORIGINALS DUO and ORIGINALS ONE are available in four vibrant colors: Scarlet, Silver, Turquoise and Slate.
• Both devices use 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.
• IQOS ORIGINALS ONE is a compact, lightweight easy-to-use, all-in-one device, that fits in your pocket offering up to 20 experiences on one full charge.
• 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 device even more effectively.

• Both devices offer real heated tobacco experience.
• Both use our HEATCONTROL TECHNOLOGY and a unique flat wide ceramic blade that optimally heats the tobacco from the inside.
• The main difference is the form. IQOS ORIGINALS ONE is an all-in-one compact device that gives you up to 20 experiences , whereas IQOS ORIGINALS DUO features a Holder and Pocket Charger delivering up to 20 experiences
• Both devices can be customized with accessories, while IQOS ORIGINALS DUO offers an enhanced range of colored doors and caps.

• Both IQOS ORIGINALS 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 heated tobacco experience without producing, smoke, ash.

• Yes, you can customize your experience with IQOS ORIGINALS 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 and ORIGINALS ONE.

• Yes – you can customize your IQOS ORIGINALS DUO and make it your own by creating hundreds of possible color combinations on doors, caps, silicon sleeves and many more.
• For your IQOS ORIGINALS ONE we offer an exclusive range of silicone sleeves.

• IQOS ORIGINALS 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 real heated tobacco experience.
• You can explore the HEETS range of tobacco sticks and choose those that best suit your personal taste.

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

• For IQOS ORIGINALS DUO: the serial number of your device is a code that exists of fourteen characters and starts with letter "T". This code is displayed on the side of your Holder
• For IQOS ORIGINALS ONE: the serial number of your device is a code that exists of fourteen characters and starts with letter "T". This code is displayed on the external surface of your device’s heating chamber underneath the removable cap.

• We recommend fully charging your new IQOS ORIGINALS device with the Power Adaptor before using it (up to 120 mins for IQOS ORIGINALS DUO and up to 90 mins for IQOS ORIGINALS ONE). 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.

• To check the charge level of the IQOS ORIGINALS ONE device, briefly press and release the button on the device (for less than 1 second). The number of LEDs that illuminate correspond to the approximate charge level in the device battery where 4 LEDs indicates the battery is more than 75% charged while 1 LED illuminated indicates you need to charge your IQOS ORIGINALS device.

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 means 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): It indicates different operations including; charging, resetting, ready to use status, fully charged status, or out of temperature range status etc.

Red Lights (on the Holder or the Pocket Charger): It indicates a device error including; reset required, Holder malfunction, broken blade, device outside operational temperature status etc.

Still no luck? Please contact Customer Care Team
Email: contact.jo@iqos.com
Tw @iqos_support_jo
Fb @IQOS.JO or ask for assistance at the nearest IQOS store

Blinking Yellow light: It means the battery is depleted and you should charge it. Blinking Red light: It indicates a device error that will require a device reset. Two blinking white lights: It means that the device is outside of its operating temperature and It is required to return it to its normal operating temperature.

Still no luck? Please contact Customer Care Team
Email: contact.jo@iqos.com
Tw @iqos_support_jo
Fb @IQOS.JO or ask for assistance at the nearest IQOS store

IQOS ORIGINALS ONE: Please reset the device if there is a blinking red light. IQOS ORIGINALS DUO:
-Blinking Red Light (on the Holder): The Holder is discharged, there is a malfunction, or a broken blade.
-Blinking Red Light(bottom light on the pocket charger): Please perform a reset.


Still no luck? Please contact Customer Care Team
Email: contact.jo@iqos.com
Tw @iqos_support_jo
Fb @IQOS.JO or ask for assistance at the nearest IQOS store

IQOS ORIGINALS ONE:
Press for less than 1 second on the device button and release. The number of LEDs that illuminates corresponds to the approximate charge level in the device battery where 4 LEDs indicates that the battery is more than 75% charged and 1 LED indicates you need to charge your device.

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 ONE, you may only use the IQOS Multi USB cable since it also hosts a USB type C port. 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 IQOS ORIGINALS ONE, make sure you use the USB A to USB C charging cable that comes with your device. You can also use the IQOS MULTI USB cable since it hosts a USB type C port also.
• 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 number: 0041215478888. 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 on https://jo.iqos.com/en/myiqos/get-support/iqos-international-assistance

• 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.

• 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 at 0096262220555.

• 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 boutique for a free Complete Service periodically.
• Learn more on IQOS.com

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 (https://pmi.23video.com/v.ihtml/player.html?token=ca6bed1f5d2cd0c0f68b40a0364cbd5b&source=embed&photo%5fid=79854250) 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 ONE, slide open the device cap to start cleaning the heating chamber.

For IQOS ORIGINALS DUO, remove the cap on the holder, hold it upside down and gently tap to release any loose tobacco residue.

For either device, 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.

Finally, use cleaning sticks clean around the bottom of the chamber without touching the blade and both ends of the cap

• 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 (https://pmi.23video.com/v.ihtml/player.html?token=ca6bed1f5d2cd0c0f68b40a0364cbd5b&source=embed&photo%5fid=79854250).

• 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.

• IQOS ORIGINALS DUO is replacing IQOS 3 DUO.
• While we have changed the name and added four new vibrant color options IQOS ORIGINALS DUO comes in the same form as its predecessor, offering the real heated tobacco experience, complemented by an enhanced range of accessories and customization options.

• If you are an existing IQOS 2.4+ user and you are interested in IQOS ORIGINALS you might like to consider trying IQOS ORIGINALS DUO with its familiar form and the enhanced features versus IQOS 2.4+ (Holder with 2 consecutive uses, and faster charging).

• If you are an existing IQOS 3 MULTI user and you are interested in IQOS ORIGINALS you might like to consider trying IQOS ORIGINALS ONE with its familiar all-in-one form and the capacity to enjoy up to 20 experiences on one full charge.

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

For IQOS ORIGINALS ONE, connect to the IQOS app via USB cable and your computer.

1-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.

2-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).

Bluetooth connectivity is not currently available for IQOS ORIGINALS ONE devices.

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:

For IQOS ORIGINALS ONE, your first step is to connect the device via USB cable. 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.

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”.

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 webapp.

It’s easy to register your IQOS ORIGINALS device. Simply you can visit one of our touchpoints or get in contact with our support team.

• IQOS warranty period for devices purchased in Jordan is 12 months

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 ONE: Press on the button in the middle of your device to show the battery level. Four LEDs illuminated indicates the battery is more than 75% charged while one LED illuminated indicates less than 25% battery charge.

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 device which differ slightly for IQOS ORIGINALS ONE and 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.

To pair your IQOS ORIGINALS ONE, you will have to connect through a USB cable, please follow the instructions on the IQOS apps.

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