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This website contains information about our smoke-free products and we need your age to make sure that you are an adult in Italy who would otherwise continue to smoke or use nicotine products. Our nicotine and tobacco products are not an alternative to quitting and are not designed as cessation aids. They are not risk free. They contain nicotine, which is addictive. Only for use by adults. Please visit the Important Information page of this website for further risk information.

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IQOS APP - FAQs

Open the App, go to the DEVICES tab, and scroll to the bottom.

- Tap the button "Unpair device".

Note that un-pairing a device removes the Bluetooth® connectivity link between your device and the app. However, your device remains registered in your account.

You can pair it again at any time.
Put the Holder in the Pocket Charger and hold it inside during the pairing process.

Push the Bluetooth® button on your IQOS 2.4 PLUS for 5 seconds until the lower LED light on the Pocket Charger starts flashing blue.

The IQOS device will indicate that it has entered pairing mode by flashing the LED light next to the button at regular intervals.

An irregular flashing pattern means that the device has failed to enter pairing mode. If this is the case, reinsert the Holder and leave the IQOS Pocket Charger closed for at least a minute, and try again.

Open the app and allow access to the device's location, then go to the DEVICES tab and tap the button "ADD NEW" if pairing the device for the first time.

Then, follow the instructions on the screen. If the device has already been paired, select "PAIR".
Enable Bluetooth® connectivity by turning off the device (push the button for five seconds, then release), then turn it back on (push it again for five seconds, then release).

- IQOS 3 DUO: push the Pocket Charger button.

- IQOS 3 MULTI: push the button. Push the button rapidly twice in one second and follow by pushing it longer (for approx. five seconds). Next, release the button.

If the device is connected to a power outlet, unplug it.

Open the app and allow access to the device's location, then go to the DEVICES tab and tap the button "ADD NEW" if you are pairing the device for the first time. After that, follow the instructions on the screen. If the device has already been paired, select "PAIR".

If the device failed to enter pairing mode, reinsert the Holder and leave the IQOS Pocket Charger closed for at least one minute and try again.
Yes, you can pair all your Bluetooth®-enabled IQOS devices with the IQOS App.
- For IQOS 2.4 PLUS: push the Bluetooth® button for five seconds until the bottom light of the Pocket Charger starts flashing blue.

- For IQOS 3 MULTI: turn off the device (push the button for five seconds, then release), then turn on the device (push the button again for five seconds, then release). Next, push the button rapidly twice in one second and follow by pushing it longer (for approx. five seconds). Next, release the button.

- For IQOS 3 DUO: push the Pocket Charger button for five seconds to turn off the device, then turn it back on by pushing it again for five seconds, then release. Next, press the button rapidly twice in one second and follow by pushing it longer (for approx. five seconds) and release the button.

You can also access pairing mode directly from the App if Bluetooth on the device is activated.
The device may lose Bluetooth® connectivity with your smartphone in the following cases:
  • The IQOS device is out of the phone's range
  • The IQOS device is turned off or the battery is low
  • The Bluetooth® connectivity on the cell phone is deactivated
  • The Bluetooth® connectivity on the device is deactivated
  • After updating the app


Please note that IQOS devices will not automatically reconnect:

- The IQOS 2. 4 PLUS and IQOS 3 DUO devices will allow the app to reconnect to them after taking out or inserting the Holder in the Pocket Charger.

- IQOS 3 MULTI devices will allow the app to connect to them after using a tobacco stick.
If your IQOS device is an IQOS 3 DUO, you can update the firmware if it is available.
  • If you have paired your device via Bluetooth, make sure to take the IQOS 3 DUO Holder out of its pocket charger and check in the "DEVICE INFO" section for a new firmware update.
  • If you have paired your device by connecting it to your phone with a USB cable, check the "DEVICE INFO" section for a new firmware update.
You may have noticed that once you activate the IQOS app, the notification "IQOS app running" appears on your Android device. This notification indicates that the app is running in the background, and this may consume some of your Android device's power and memory resources. Unfortunately, we cannot take action via the app because it all depends on your device's Android system.

However, to make sure the app is not running in the background when you don't want it to, you can take the following steps:
  1. Select the Settings menu on your Android device.
  2. Go to the App section and search for the "IQOS App".
  3. Click the "IQOS App" icon and then click the "Force Stop" button.
  4. Click the "OK" button in the system notification.
At this point, the notification will no longer appear and the app will no longer be running in the background, but you will need to repeat these steps every time you connect a device.
This product is not risk free and provides nicotine, which is addictive. Only for use by adults who would otherwise continue to smoke or use other nicotine products.