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IQOS Account

We respect the privacy of our adult consumers. Therefore, IQOS’ use of personal information is taken very seriously. We use information about you only in accordance with applicable data protection laws.

We may collect various types of information about you, such as:

● Information necessary to fulfil your orders.
● Information necessary to provide warranty services.
● Information you provide us in forms or surveys.
● Information you provide us in calls you make to Customer Service Centers.

This information can be collected in various ways, including the following:

● You may provide us with information directly (e.g. if you register to receive our press releases or e-mail alerts, when you submit content to PMI apps/website, or fill in a form, or make a call to us).
● We may collect information automatically (e.g. when you use a PMI app or website).

We will hold information about you until it has fulfilled the purpose it was collected for in the first place. After that, we will delete it. The timeframe for this will vary depending on the purposes for which the information was collected. Find more information and answers to the question ‘Can you erase all my IQOS data?’

In some circumstances, you have the right to request us to delete IQOS data we’ve stored on you. Please note, we are sometimes legally obliged to retain the information - for example, for tax and accounting purposes.

To learn more information on your personal data read the Philip Morris Privacy Notice

You have the right to request us to delete your information, as we respect that you might no longer be willing to continue a consumer relationship with us. In this case, we shall review whether we have any pending activities, such as open orders, device warranties etc., that we will need to close prior to deleting your consumer profile.

Please keep in mind that:

● When deleting your consumer profile, together with your consumer data, you won’t be able to log-in to your account anymore.
● Within the next 3 days from requesting us to delete your data, an e-mail will be sent to you confirming the status of your request.

There is a way to unsubscribe from our commercial offers if you wish. You can opt out of our direct marketing list by selecting the “unsubscribe”link.

Some mobile applications we offer might also send you push messages, for instance about new products or services. You can disable these messages through the settings in your phone or the app.

Relevant information:
1. IQOS Age Verification
2. Manage Account
3. User Account Issues

You can register directly on our website, in the “Sign in”/ “Register" section, by selecting "Register". At the end of the registration, you will receive an email with a link to activate your profile within 24 hours.  
  
If you already have an IQOS account, instead, it will be sufficient to click on "Login", then enter the email address and password defined at the time of registration. Forgot your password? Click on "Forgot your password?" To receive an email that will allow you to create a new one. ", then enter the email address and password defined at the time of registration. Forgot your password? Click on "Forgot your password?" To receive an email that will allow you to create a new one. 

Registration is mandatory for purchases in IQOS.com. Thus, you can take advantage of many benefits.  
If you buy in IQOS stores or through the IQOS advisor, registration is not mandatory, but you will have to prove that you are of legal age.  

Benefits of registering as a user 

Registration is needed when ordering from IQOS.com, as you can take advantage of many other benefits, such as

A dedicated assistance service, special initiatives, ideas and advice on how to best use your IQOS.
-fast and free IQOS replacement*  
-international coverage with IQOS support and IQOS device replacement services wherever you are in the world  
-extended IQOS warranty, in case you accidentally damage your device**  
-access to limited editions and exclusive offers  
If you bought your IQOS device on our website, your device is automatically registered so you can start enjoying all your extra benefits from day one.  
   
*This applies in the case of a malfunctioning of your IQOS device during the warranty period.  
** During the warranty period, the extended warranty includes a one-time replacement, per device registered on your iqos.com account and for any accidental damage not covered by the voluntary warranty. In the event of a partial or complete replacement of your device under the extended warranty, the device will still continue to be covered by the warranty period of the voluntary warranty valid from the date of the initial purchase.

IQOS.com provides you two ways in order to sign in.  
   

Α) Email and Password   

The first way to login is by entering your email address and password. If you have forgotten your password, you can click on the “forgot password” button or login with your mobile.  
   
Β) Mobile Number and One-Time-Password (OTP)  
The second way to login is by entering your mobile number and a password that we send to you via SMS. Please keep in mind that the mobile number should be registered in your account and be verified.  

In order to change your account email address, you need first to login and visit your account page. 
 

For updating your email, you can visit the “Email Address” section and click on the “edit” icon. After changing your email address, click on the “Send Verification Email” and save the changes. In order to verify your email, check your inbox and click on the email verification button. 

In order to change your password, you need first to login and visit your account page. 
 
For updating your password, you can visit the “Password” section and click on the “edit” icon. After confirming your current password, you can set a new one. If you have never set a password in the past, you will be asked to set a new one. 

You can update your address at any time via your customer account.   

You can access your customer account on IQOS.com on your account detail.   

After logging in, please navigate to "My Details" and then "My Addresses" to change your address.  

Please proceed as follows: 

Please visit IQOS.com and log in to your account using your e-mail address and password. 
In your account, open "My Details" and click then on “Delete account” 
In the “Delete account” area, you’ll need to confirm deletion of your account with a click.

Please note: Your account will be immediately deleted and will no longer be available to you. 

If you have registered on IQOS.com and have given your consent for marketing communication, then you have to take out marketing opt in. Simply, go to your IQOS profile, by selecting “My account” and tick off to unsubscribe from marketing communication.    

In case you purchased your device on IQOS.com, your device will be automatically registered.  

If you purchased your device at one of our distributors, you can register yourself and your device as a new customer with the IQOS database on….  

Please use the same e-mail address for registration that you used when you made the purchase.  

Registration only takes a few minutes. Simply visit and follow the step-by-step instructions (please have your IQOS device number and mobile phone number ready) 

Benefits of Registering your Device 

Locating your IQOS device number 

If you’ve already registered your device, you can find the device number online in your IQOS profile. 

Alternatively, the device number can be found on the bottom of the original packaging for your IQOS device as well as on the invoice. 

Yes you can, provided that you have already created your account.* If your device is not registered yet, once paired with the IQOS app, it will be automatically registered under your account. The app displays IQOS devices that are registered in your account even if they were not previously paired with the app. Pairing your IQOS device enables to: 

•adjust settings to personalize your IQOS experience 

•ensure device functionality in case of minor malfunctions 

• ensure device functionality in case of minor malfunctions 

•view device usage 

You can pair more than one IQOS device with the IQOS app. If you have not yet registered the device, you can do so while pairing. The device will be automatically registered to your account. 

You can register more devices in your IQOS user profile. In your profile, go to "My devices" and click on "Add device". 

However, the special registration offer consisting of free HEETS is only valid one time for new customers upon first-time device registration with the IQOS database. 

If you have forgotten your password, you can click on the “forgot password” button in the login page and follow the instructions. 

In isolated cases, there may be identification problems during the age verification carried out by SCHUFA Holding AG (such as if SCHUFA Holding AG does not have any info on you) 

 
In case you have any question, please reach us. 

If you have not received confirmation by e-mail, please check your spam folder. 

Make sure you entered the e-mail address for your account correctly. 

If an error message appears during registration (entry field marked red), then you haven’t entered the information completely or there is a typo. 

If registration cannot be completed, then you’ll receive a separate error message (such as if you’ve entered an invalid e-mail address or are attempting to register multiple times using the same e-mail address). In such cases, please follow the instructions in the error reports. 