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

If you have any question about IQOS application, please visit our FAQ section to find an answer or call our customer service.

Supporting services FAQ categories About the IQOS app Why does my IQOS device lose connectivity to the IQOS app?
Supporting services FAQ categories About the IQOS app Why does my IQOS device lose connectivity to the IQOS app?
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
    • Important information: This product is not risk free and provides nicotine, which is addictive. Only for use by adult smokers.