Q-Lab app - FAQs

The Q-Lab app allows you to access your IQOS.com account conveniently and enjoy support services like device troubleshooting and new software upgrades. Additional features include:
• Automatic device registration upon pairing
• Automatic device cleaning
• Device battery status tracking
• Personalization for illumination mode and device vibration settings

For Android users:
1. Visit the Google Play store and search for the ‘Q-Lab app’.
2. Install and open the app.
3. If you do not already have an IQOS.com account, click ‘Register’. Otherwise, log in with your existing credentials.

For iOS users:
1. Open the App Store and search for ‘Bluefy’, a Bluetooth browser.
2. Install and open ‘Bluefy’. Ensure your phone's Bluetooth is switched on.
3. Using the ‘Bluefy’ browser, visit the ‘Q-Lab app’ page on IQOS.com
4. If you do not already have an IQOS.com account, click ‘Register’. Otherwise, log in with your existing credentials.

For desktop users (Windows or Mac):
1. Visit the ‘Q-Lab app’ page on IQOS.com
2. Select an option based on your computer operating system (Windows or Mac). A desktop app/widget will be downloaded. Once complete, open and install.
3. Locate the desktop app icon on your computer navigation. For Windows users, the icon will appear on the bottom right corner of your screen. For Mac users, the icon will appear on the top navigation bar. Double click the icon to open the app.
4. If you do not already have an IQOS.com account, click ‘Register’. Otherwise, log in with your existing credentials.

If you do not already have a IQOS.com account, click 'Register' and follow the steps to complete registration. If you already have an account, use your existing username and password to log into the app.

The Q-Lab web app is the only platform available for iOS mobile users. It requires a specific Bluetooth browser to be able to use the Q-Lab app since Safari doesn’t support Bluetooth connectivity. Here's how:
1. Open the App Store and search for ‘Bluefy’, a Bluetooth browser.
2. Install and open ‘Bluefy’. Ensure your phone's Bluetooth is switched on.
3. Using the ‘Bluefy’ browser, visit the ‘Q-Lab app’ page on IQOS.com
4. If you do not already have an IQOS.com account, click ‘Register’. Otherwise, log in with your existing credentials.

Note: Users can also use the Q-Lab web app from desktop or Android by using Chrome, which does not require a Bluetooth browser.

Press the charger button for 4 seconds to turn on the device and enable pairing mode. From the Q-Lab app, enable access to the device location. Navigate to the 'Devices' tab and tap on the 'Add New' button if you are pairing your device for the first time. Then, follow the instructions on the screen. If the device has already been paired in the past, just select 'Pair'.

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 scrolling left or right.

Yes, you can pair all your Bluetooth enabled IQOS devices to the Q-Lab app.

Yes, if your device is not registered yet, once paired with the Q-Lab app, it will be automatically registered under your account.
Note: The app displays IQOS devices that are registered in your account even if they were not previously paired with the app. If you re-install the app on a new device, enable the connection between your IQOS device and the Q-Lab app using Bluetooth and pair your device again.

The Q-Lab app includes a Connected Care feature which helps trigger notifications when a device issue is detected. For example, the app may alert you when your device is out of its ideal temperature range. For other device issues, the app may take you through a step-by-step guide to solve the problem. Should a device issue persist, our Care Team is happy to assist you through Live Chat or you can email us at info@iqos.ca.

Visit the app for FAQs and tutorials on how to make your IQOS experience better using features like auto-cleaning, vibration settings and resetting your device.

Your device may lose Bluetooth connectivity with your mobile phone when:
• IQOS device is out of range from the 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
• After an app update

Most features and content within the app require an internet connection to display the most up-to-date information. However, you can access FAQs without an internet connection.

We use energy efficient Bluetooth® 4.0 technology and its impact on battery life is immaterial.