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FAQ

IQOS APP

What is the IQOS App?

IQOS App is an application for adult smokers or vapers who would otherwise continue to smoke. The app allows them to personalise their interactions with IQOS VEEV devices and provides connected support services.

Settings in the app for IQOS VEEV include:
IQOS App also has other features such as:

  • Easy tracking of usage
  • Tips, tutorials & FAQs
  • Connected Care (identifying and resolving issues detected by the device)
  • Device battery status indication
  • Notifications related to Connected Care
  • Automatic Device Registration upon pairing
  • Contact information for IQOS support

What is IQOS Web App? Isn’t it the same as IQOS App?

IQOS App is available for Android smartphones only. If you have an iOS device, you can access the features via the IQOS Web App.

Accessing the IQOS Web App:

  • Go to iqos.co.nz/unlock on your iOS device and select Unlock your device
  • You’ll be prompted to download the compatible Bluetooth browser ‘Bluefy’ from the Apple App Store
  • In the Bluefy browser, type in the original URL: iqos.co.nz/unlock
  • Select Continue to IQOS Web App
  • You are now able to log into the IQOS Web App with your IQOS account credentials
  • If you are new to IQOS, you will need to create an IQOS account

How do I log in to IQOS App?

  • Open the application on your mobile phone and select your country and language.
  • Use the IQOS account credentials that you have created on the IQOS website. If you are new to IQOS, you will be prompted to register and create an IQOS account.
  • Follow the steps in the application to complete the process, and please ensure that your IQOS account and your app are registered in the same country*.
*To change your country, please uninstall and reinstall the application.

Can I register my device in the IQOS App?

Yes you can, provided that you have already created your IQOS account*.
Your device will be automatically registered under your account once you have paired it with the IQOS App.
Note that the app displays all IQOS devices that are registered in your account, even if they were not paired using 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 and pair your devices again.
*The account cannot be created directly in the IQOS App. You will be directed to iqos.co.nz to create your account on the website.

Do I always need internet connection to use the IQOS App?

An Internet connection is required to ensure the following features and sections are up to date and accurate:

  • Log in / launching the app for the first time
  • Tracking usage
  • My account
  • Select Country
  • Shop Online
  • Terms of Use
  • Privacy Notice
  • Registering devices
  • Selected online photo or video content
  • IQOS Store finder
Features that are not included in the above list do not require internet access, e.g. FAQs.

Can the IQOS App tell me what’s wrong with my device?

IQOS App may alert you when there is a problem with your IQOS device by sending notifications. Depending on the nature of the issue, the app will suggest troubleshooting steps such as:

  • Resetting your device
  • Cleaning the charging contacts
  • The app may also provide on-screen instructions to follow for certain issues.

Will Bluetooth drain my mobile battery?

The impact on the battery is immaterial. We use energy-efficient Bluetooth® 4.0 Technology.
For more information, you can refer to a publicly available source about the Bluetooth® 4.0 Technology.

How can I personalise my IQOS experience with the app?

You can customise your IQOS experience in the Devices section of the IQOS App.
Each device settings page allows you to change the settings and modify your experience according to your personal preferences.
Depending on the device, you will have access to various features as below:
To view app notifications: Account  Notifications
To change or stop app notifications: More  Settings  Notifications adjust notification settings you wish to receive and preferences
To upgrade Firmware: Device  About my device  Firmware upgrade
To change the language: More  Settings  Language Choose your language

What are the main features of the IQOS App for my IQOS VEEV device?

You will have access to the following features for your IQOS VEEV device: RESPONSIVE DRAW – 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 - Choose between two vape cloud sizes (amount of generated vapour): regular or reduced. Note that you can activate this feature only through IQOS App. .
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LOCATE MY DEVICE - Find your lost or misplaced IQOS device. It enables you to view the location where your device was last connected to your phone. .
.
ILLUMINATION MODE - Change the brightness of the device LED lights from 100 % to 50%. .
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USAGE VIEW - allows you to track your device usage: For IQOS VEEV, it shows you how many puffs you had over time: daily and weekly for the last three months. .

What is Connected Care?

When a device error or malfunction is detected, the app informs and guides you through the troubleshooting process to resolve it.

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

If the error is critical:
In case of the critical error, follow the step-by-step instructions to resolve the issue.
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: 0800 810 433 Monday - Friday: 9AM – 6PM
By email: contact@iqos.co.nz

How do I lock and unlock my IQOS VEEV device with the parental lock feature?

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 swiping 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 do so manually.

I can’t unlock my IQOS VEEV device.

If you are experiencing difficulties unlocking your IQOS VEEV device, please ensure your device is paired to the app via Bluetooth. You can check this in the Devices section.
If the app shows “Device Connected”, find the “UNLOCK” button (top right of screen).
If the app shows “Device Not Connected”, it means your device is not paired. Please proceed to pair it.

What device can I pair with IQOS App?

The IQOS App can currently be paired with IQOS VEEV.
Pairing your IQOS device enables you to:

  • adjust settings to personalise your IQOS experience
  • ensure device functionality in case of minor malfunctions
  • receive support when needed
  • track 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.
If you are using the desktop app, you will need to connect your device via the provided USB cable.
If you are using the web app, you will need to pair your device via Bluetooth and follow the instructions on screen (not with the USB cable).

How do I know that my IQOS device is paired with IQOS App?

if your device is connected, the app will indicate ‘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 previously paired device is currently connected, go to the Devices tab and navigate to the device you want to check by swiping left or right.
In case of pairing errors, an error message will be displayed.

How to pair my IQOS VEEV device?

To enable device Bluetooth connectivity, press the device button three times to activate (or deactivate) the functionality.
In the app: allow access to the device’s location. Navigate to the Devices tab and tap on the “ADD NEW” button if you are pairing the device for the first time. Then, follow the instructions on the screen.
If the device has already been paired just select “PAIR”.

Can I pair more than one IQOS device to the IQOS App?

Yes, you can pair all your Bluetooth-enabled IQOS VEEV devices with the IQOS App.

How do I unpair my IQOS device from the IQOS App?

In the app: Go to the Devices tab and scroll to the bottom. Tap on “Unpair device”.
Please note that unpairing a device removes the Bluetooth connectivity link between the device and the app. However, your device remains registered to your account.
You can pair it again at any time.

How to enable and disable Bluetooth on my devices?

For IQOS VEEV - press the device button three times and the blue light will appear once enabled. The device automatically reconnects to the app when it is turned on.
You can also enter the pairing mode directly from the app if the device’s Bluetooth is activated.

Why does my IQOS device lose connectivity to the IQOS App?

Your device may lose Bluetooth connectivity with the app when:

  • IQOS device is out of range from your phone
  • IQOS device is turned off or out of battery
  • Bluetooth connectivity on the mobile phone is turned off
  • Bluetooth connectivity on the device is turned off
  • An app update has just been completed
Your IQOS device will automatically reconnect to the IQOS App when it is turned on (please ensure that Bluetooth is activated on both the device and mobile phone).

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