About the IQOS app - FAQs

IQOS app is the application for adults who would otherwise continue to smoke or use other nicotine products that enables to customize the interactions with IQOS or IQOS VEEV devices and provides connected support services.
Among others, it enables to personalize the experience with IQOS or IQOS VEEV devices with such features as:
With IQOS app, you can also:
  • track when you use your device
  • get tips and tutorials to help you
  • get answers to FAQs
  • diagnose any problems with your device
  • check your device’s battery level
  • get notifications about your device
  • register your device
  • contact IQOS for support.
The IQOS app is available for Android smartphones. If you have an Apple smartphone that runs iOS, you can access the IQOS app through the IQOS web app.
Here’s how:
  • Open the App store and download the Bluetooth browser Bluefy
  • Copy the URL with the copy button
  • Open a new page on the search engine of your browser and paste the URL
  • Use your IQOS log in details to log into the IQOS web app
If you log-in for the first time, you would first need to create your account on iqos.ua website.
Once done, open the application on your mobile phone and select your country and language.
Use your user name and password from iqos.ua website to log-in to the IQOS app.
Follow the steps in the application to complete the process, and, please, ensure that your Iqos.com account and your app are registered in the same country*.

* To change your country, please uninstall and reinstall the application.
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.
If you have signed out of your current app to change the country or have re-installed the app on a new device, enable the connection between your IQOS device and the IQOS app using Bluetooth® wireless technology, and pair your devices again.

* The account cannot be created directly in the IQOS app. Please, go to iqos.ua to create your account
Some features like FAQs don’t need internet connection. But to get the very latest features and information, you’ll need to be connected to the internet to:
  • log in and launch the app for the first time
  • see your usage
  • access your IQOS account
  • choose the country you’re in
  • register your device
  • access some how-to tutorials
  • find your nearest IQOS store
  • read the small print like the Terms of Use and Privacy Notice.
The IQOS app may send you notifications to let you know there’s a problem with your IQOS device. Depending on the problem, the IQOS app will give you steps to follow to try and fix the issue, like resetting your device or cleaning the charging contacts.
The impact on the battery is immaterial. We use energy efficient Bluetooth® 4.0 technology so you shouldn’t see any impact on your phone’s battery. You can find more information about Bluetooth® 4.0 technology online.
You can customize or modify your IQOS experience in the DEVICE section of the IQOS app.
Depending on the device version, you will have access to various features as below:
  • Auto-cleaning (available for IQOS 2.4 Plus, IQOS 3, IQOS 3 DUO)
  • Vibration (available for IQOS 2.4 Plus, IQOS 3, IQOS 3 DUO, IQOS 3 Multi)
  • Illumination mode (available for IQOS 3, IQOS 3 DUO, IQOS 3 Multi, IQOS VEEV)
  • Locate my device (available for IQOS 2.4 Plus, IQOS 3, IQOS 3 DUO, IQOS 3 Multi, IQOS VEEV)
  • Responsive draw (available for IQOS VEEV)
  • Vape cloud size (available for IQOS VEEV)
AUTO-CLEANING – enables to trigger the auto-cleaning feature on demand. This feature is available for the devices with the following firmware versions:
  • IQOS 2.4 Plus—v2.3.0 and above only
  • IQOS 3—v1.1.2 and above for Android, all versions for IQOS desktop app
  • IQOS 3 DUO—all versions
VIBRATIONS—allows to adjust the vibration alerts of your experiences:
  • when your Holder is charged and ready to use*
  • when the Holder starts heating
  • when the device is ready to use after the pre-heating
  • when the device approaches the end of the experience
  • at the end of the experience
*Only for device models with Holders – IQOS 2.4 Plus, IQOS 3, IQOS 3 DUO, IQOS 3 MULTI.

ILLUMINATION MODE—enables to control the brightness of the device LED lights from 100 % to 50%.

Note, this feature is not available for IQOS 2.4 Plus devices and some older versions of IQOS 3, IQOS 3 MULTI, IQOS 3 DUO and IQOS VEEV devices.

LOCATE MY DEVICE—helps you find your lost or misplaced IQOS device. It enables to view the location where your device was connected to your phone for the last time.
For IQOS 2.4 Plus, IQOS 3, IQOS 3 DUO, if the device is connected (and in the vicinity), the app can trigger your device to vibrate to facilitate the location. Note, that vibrations can only be triggered if the Holder is inside the Pocket

RESPONSIVE DRAW—is a proprietary feature that enhances the sensorial experience through the subtle vibration on your lips while you puff. The vibration reflects the strength and the duration of your draw.
You can activate / deactivate this feature either by quickly pressing the button during the draw or through the IQOS app.

VAPE CLOUD SIZE—enables to choose between two vape cloud sizes (amount of generated vapor): regular or reduced. Note that you can activate this feature only through IQOS app.
When a device error or malfunction is detected, the app informs and guides you through the trouble-shooting process to resolve it on the spot.

If the error is non critical:
A non-critical error is a minor condition that makes your device stop functioning correctly. For example: the device is out the temperature range.
You can ignore non-critical notifications and continue to use the device. The device replacement is not needed.

If the error is critical:
In case of the critical error, follow the step-by-step guidance to solve the problem.

If a problem is solved with the troubleshooting steps proposed by the IQOS app, a successful resolution notification will be displayed, and you will be able to use the device as before.
If not, please, take contact with us for further support:
By phone: 4767 or 0800 507 807
Or visit the nearest IQOS store.
Through the IQOS app, you can lock your IQOS VEEV device to prevent others from accessing it. You can unlock it using the IQOS app any time.

In the app: go to the DEVICES tab and look for the device by scrolling left or right.
Tap ‘LOCK/UNLOCK’ in the top-right corner of the screen.

Note, the device will not lock itself automatically after each use. You will need to enable this manually.
If you’re struggling to unlock your IQOS VEEV using the IQOS app, make sure your device is connected to it via Bluetooth. You can check this in the ‘Devices’ section.
If the app shows ‘Device Connected’, look for the ‘Unlock’ button in the top right of the screen. If the app shows ‘Device Not Connected’, it means your device isn’t paired to the app and you’ll need to pair it.
The IQOS app can be paired with:
  • IQOS 2.4 PLUS
  • IQOS 3 DUO
  • IQOS 3 Multi
When you pay your IQOS device, you can use the IQOS app to adjust your settings to personalise your experience, check your device’s functionality, get support when you need it and see how and when you’ve used your device.
You can pair more than one IQOS device with the IQOS app. And if you haven’t already registered your device, you can do so while pairing and the device will be automatically registered to your account.
If your device is connected, the app will show ‘Device Connected’.
If your device has already been paired, it will appear in the carousel of all your devices in the ‘Devices’ tab.
To see if a device you’ve previously paired is currently connected, go to the ‘Devices’ tab and scroll left or right to find the device you want to check. It’ll tell you if there’s been an error while trying to pair your device.
Press the Bluetooth® button on your IQOS 2.4 PLUS for 4 seconds to enable Bluetooth.
When your IQOS 2.4 PLUS is in the pairing mode, follow the instructions on the screen.
IQOS indicates that it entered the pairing mode by flashing the LED light next to the button in regular intervals.
An irregular flashing pattern means that the device has failed to enter the pairing mode and pairing will not happen.
Please leave your IQOS Pocket Charger closed for at least 1 minute and retry.
Enter the pairing mode by selecting “Add a device” and follow the instructions on the screen.
Before pairing, turn off your IQOS device and then turn it back on. To do so:
  • IQOS 3 DUO, IQOS 3 — press the Pocket Charger Button for 4 seconds, then release.
  • IQOS 3 MULTI — press the button for 4 seconds, then release.
Press the device button three times to activate the Bluetooth connectivity.
Then in the IQOS app, allow the app to access your device’s location.
Navigate to the ‘Devices’ tab and tap on the ‘Add device’ button to pair a device for the first time. Then, follow the instructions on the screen.
If the device has already been paired, tap ‘Pair’.
Yes, you can pair all your Bluetooth® enabled IQOS devices to the IQOS app.
In the app, go to the ‘Devices’ tab and scroll to the bottom. Then, tap on the ‘Unpair device’ button.
Unpairing a device removes the Bluetooth connectivity link between the device and the app, but your device will still be registered to your account. You can then pair it again at any time.
For IQOS 2.4 PLUS: press the Bluetooth button for five seconds until the bottom light on the Pocket Charger light starts blinking blue.

For IQOS 3 MULTI: turn the device off by pressing the button for five seconds, and then turning the device back on by pressing for another five seconds. Press the button twice quickly, followed by one long five second press, before releasing it.

For IQOS 3 DUO: press the Pocket Charger button twice quickly, followed by one long five second press, before releasing it.

For IQOS VEEV: press the device button three times until the blue light appears. Your device automatically reconnects to the app when it‘s turned on.

You can also enter the pairing mode directly from the IQOS app if the Bluetooth on your device is turned ON.
Your device may lose Bluetooth connectivity with your mobile phone if:
  • your IQOS device is out of range from the phone
  • your IQOS device is turned off or out of battery
  • the Bluetooth connectivity on your mobile phone is turned off
  • the Bluetooth connectivity on your device is turned off
  • you’ve installed an update to the IQOS app.

Please note that IQOS devices will not reconnect automatically:
  • IQOS 2.4 Plus and IQOS 3 DUO devices will let the app connect to them again after the extraction or insertion of the Holder
  • IQOS 3 MULTI devices will let the app connect to them after a tobacco stick use
  • IQOS VEEV devices will let the app connect to them after it is turned on
This product is not risk free and provides nicotine, which is addictive. Only for use by adults.

Please enter your date of birth to confirm you are an adult user of nicotine or tobacco products.


You must be 18 or over to access materials on this site

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This website has information about smoke-free products, which are for adults who would otherwise continue to smoke or use other nicotine products in Ukraine. PMI’s smoke-free products are not an alternative to quitting and are not designed as cessation aids.