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IQOS dysfunctional, what to do, device diagnostics, replacement

IQOS diagnostic online: solve IQOS issue yourself easily!

We understand the global concern and the need to ensure the safety of all of us during this time. We take all necessary measures to make the experience with IQOS as smooth as possible. Therefore, in the event of a problem with IQOS, look for solution online without leaving your home – use IQOS online diagnostic tool.

IQOS diagnostic tool will help to find a solution to any system problems you may encounter. Full information and possible solutions are available by answering a few questions, and in the event of a failure, device replacement can be ordered with pick-up at your convenient location or home delivery choices. You can do this online at, on Support section at any time of the day.

Where to find IQOS diagnostic tool?

IQOS diagnostic tool is easy and convenient to use – it will help to solve the problem you encounter yourself. You’ll get the solutions online at any time of the day.

You’ll find IQOS diagnostic tool on our website:

  • On Support section, choose Online self-diagnostics;
  • Sign in to your personal account, on section My devices click Diagnostic tool from the drop-down Manage device menu.

If a fault was defined for your device and it has been marked as eligible for replacement, when using IQOS diagnostic tool you can order the device replacement.

How do I know, if my device is eligible for replacement?

IQOS devices can be replaced if they are covered by IQOS Manufacturer's Warranty or if you’ve assigned your registered device to the IQOS CARE PLUS program. IQOS diagnostic tool will check the information on your personal account, therefore we recommend making sure that:

  • You’ve registered your IQOS system;
  • Your device is assigned to the IQOS CARE PLUS program.

Not sure how to create an IQOS account, register your device, or assign it to IQOS CARE PLUS? Detailed instructions and steps can be found HERE.

Where can I replace my IQOS?

If after using the diagnostic tool a malfunction was found and it is eligible for replacement, choose the most convenient way for you to replace it:

  • IQOS 2.4 Plus systems are replaced 24 hours a day at Circle K, Viada and Baltic Petroleum gas stations throughout Lithuania.
  • You can as well replace IQOS 2.4 Plus systems at all IQOS and MAXIMA (XX, XXX, XXXX) stores during their usual business hours or by courier delivery to the address provided by you.
  • IQOS 3 DUO systems are replaced at Circle K and Viada gas stations, at all IQOS stores or by courier delivery to the address provided by you.
  • IQOS 3 and IQOS 3 MULTI, as well as limited edition systems are replaced at all IQOS stores or by courier delivery to the address provided by you.

Remember that you will have to return the non-functional part of IQOS system during the replacement, so we recommend removing any additionally bought IQOS accessories – caps, door covers, sleeves etc. before the replacement. Only the non-functional device part will be replaced.

Do you have any questions or uncertainties? Contact IQOS Customer Care Service I–V 8.00-22.00, VI–VII 9.00–20.00:
• By clicking on the LiveChat icon at the bottom right.
• By calling the toll-free number 8 800 20090.
• By sending a private message on Facebook, IQOS Lietuva page, or by e-mail:

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