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Welcome to
IQOS Care

IQOS Care Plus

Extended support services for IQOS users.

Troubleshooting And Self-Diagnosis

We are here to help. Get the support you need to solve issues with your IQOS.

Frequently Asked Questions

Heat Not Burn Technology

Is using IQOS safe or risk-free?
IQOS is not risk-free and 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.
Is nicotine harmful?
Nicotine is addictive. However, it is not the main cause of smoking related diseases. IQOS delivers nicotine in a comparable way to cigarettes. Our parent company’s 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.
How do you measure IQOS emissions, which you claim are reduced on average by 95% compared to the smoke of a 3R4F cigarette?
The percentage 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 found in IQOS tobacco vapor compared to the smoke from a 3R4F reference cigarette. 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
How do you measure the number of IQOS users?
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 HEETS sticks 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 HEETS sticks represent at least 70% of their past 7-day heated tobacco consumption.
What is this 3R4F cigarette you refer to?
It is a cigarette independently designed by the University of Kentucky in the United States 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.