- Discover IQOS
What is IQOS?
- IQOS ILUMA and TEREA
More about heated tobacco
- Backed by science
Learn more about the studies
- IQOS product features
Learn more
- Extra services
Discover more
New, advanced features.
Familiar design, new technology
All-in-one design
- Discover IQOS
What is IQOS?
- IQOS ILUMA and TEREA
More about heated tobacco
- Backed by science
Learn more about the studies
- IQOS product features
Learn more
- Extra services
Discover more
I can’t connect my device to the app. What should I do?
If you have any question about IQOS application, please visit our FAQ section to find an answer or call our customer service.
Your IQOS device may lose Bluetooth connectivity for different reasons.
If your connection is not stable, check the following steps:
1. Check your internet connection stability. For stability, Wi-Fi connection is suggested.
2. For WebApp check the browser' Bluetooth compatibility (for desktop Chrome browser suggested, and for iOS mobilephone Bluefly browser suggested).
3. Check that there are no other IQOS devices around your IQOS device which you want to connect to the app. It can cause a Bluetooth connection disturbation.
If the above steps cannot solve the connection problem, please try the following tips:
1. Tip: Restart your IQOS device
First, log out from IQOS app. Next, restart your IQOS ILUMA device (hold the start button for 10 seconds). After the restart, open the app and start reconnecting to the app. For proper connection, please follow the steps shown in the app.
2. Tip: Reconnect Bluetooth devices
First, log out from IQOS app. Next, delete every device that is connected to your phone by Bluetooth (including IQOS devices and other devices). It can cause a Bluetooth connection disturbation. After that, switch off and on your Bluetooth and restart your IQOS device.
Finally, please try to reconnect your IQOS device to the app.
3. Tip: Manual Bluetooth restart
First, log out of the app. Delete all devices that are connected to your phone by Bluetooth (including IQOS devices and other devices). It can cause a Bluetooth connection disturbation. Next, switch your Bluetooth off.
After that, restart your IQOS ILUMA device manually by following the below steps:
- push the switch button on twice and fast, and push again, but for a longer time
- the LED lights will pulse
- turn on the Bluetooth on your mobilephone and try the pairing again and later try the app connection as well.
4. Tip: Using a USB cable
If the previous steps could not solve the connection issue, you can try to connect to your IQOS ILUMA device by using a USB cable.
Please note that for the firmware update you should use a USB cable for a stable connection.
If your connection is not stable, check the following steps:
1. Check your internet connection stability. For stability, Wi-Fi connection is suggested.
2. For WebApp check the browser' Bluetooth compatibility (for desktop Chrome browser suggested, and for iOS mobilephone Bluefly browser suggested).
3. Check that there are no other IQOS devices around your IQOS device which you want to connect to the app. It can cause a Bluetooth connection disturbation.
If the above steps cannot solve the connection problem, please try the following tips:
1. Tip: Restart your IQOS device
First, log out from IQOS app. Next, restart your IQOS ILUMA device (hold the start button for 10 seconds). After the restart, open the app and start reconnecting to the app. For proper connection, please follow the steps shown in the app.
2. Tip: Reconnect Bluetooth devices
First, log out from IQOS app. Next, delete every device that is connected to your phone by Bluetooth (including IQOS devices and other devices). It can cause a Bluetooth connection disturbation. After that, switch off and on your Bluetooth and restart your IQOS device.
Finally, please try to reconnect your IQOS device to the app.
3. Tip: Manual Bluetooth restart
First, log out of the app. Delete all devices that are connected to your phone by Bluetooth (including IQOS devices and other devices). It can cause a Bluetooth connection disturbation. Next, switch your Bluetooth off.
After that, restart your IQOS ILUMA device manually by following the below steps:
- push the switch button on twice and fast, and push again, but for a longer time
- the LED lights will pulse
- turn on the Bluetooth on your mobilephone and try the pairing again and later try the app connection as well.
4. Tip: Using a USB cable
If the previous steps could not solve the connection issue, you can try to connect to your IQOS ILUMA device by using a USB cable.
Please note that for the firmware update you should use a USB cable for a stable connection.