Frequently Asked Questions

Please find below some of the most frequently asked questions about our system.

Initial Setup

Can I download the user manual ?

Yes, please click on this link to see the manual in downloadable .pdf format

Where can I find the app?

Please go to to access the app

What do the lights on the dock mean ?

If the light is flashing white then the dock is ready to be paired to a Wi-Fi network. If it is solid white then it is connected to a network. If the light is red then it has a network configuration stored within it, but it is not connected to that network (perhaps the network is temporarily unavailable).

How do I connect the dock to my Wi-Fi?

If you are having difficulty then we recommend forgetting your home Wi-Fi network on your phone whilst going through the setup process.

What do the lights on the vaporiser represent?

These 'glowdown' lights are a representation of how long you are vaping, similar to the way a cigarette naturally burns as you use it. As a default, all the lights will go out after 25 seconds of inhalation, irrespective of how long you wait between puffs. You can change this 'session length' in the AYR app.

General Use & Maintenance

How long does it take to charge my case?

From empty, the case takes approximately 2 hours to recharge in the dock

How many puffs can I expect from a tip of liquid?

This will depend on your personal inhalation timing and strength, but as an average, you should expect between 100 and 140 puffs per tip before needing to put it back in the case to refill

Can I use two or more vaporisers with one case?

Yes you can, but all the vaping will show on the app of the person to whom the case is registered.

What is the best way to change flavours to avoid contamination from the old flavour?

We would recommend vaping the old flavour until the tip is empty, then insert the new flavour into the case and allow it to fill your vaporiser and tip which ensures the fluid path is now full of the new flavour. Then change the tip to a new one, and allow that to fill, which will be just the new flavour. In addition, the new coil will not have any traces of the previous flavour.

Can I recharge the case without using the dock?

Yes, you can just plug the USB cable into the base of the case to recharge the case battery. Please be aware that the case won't stand vertically if you recharge it like this, and the pump only refills the tip when the case is vertical. Also, you will not be downloading your vaping data unless you use the dock when it is connected to Wi-Fi.

Fault Fixing

How do I reset my device?

Scroll down through the menu options until you reach the cog
wheel, select this and then scroll down again until the screen displays
RESET, and then select this. The icon should start to flash, then press
the side button in. The case will turn off and then restart, and it
will show the six digit code ready to be associated with an account.

The tip seems to stop producing vapour after a while, what can I do?

Occasionally the coil becomes quite dry and this reduces the
vapour production. Try holding your finger over the airhole on the side of the PV, close to the tip and then inhale firmly for one or two
seconds. This draws more liquid into the coil and should resolve your

My device is not firing or creating any vapour, what can I do?

It is possible that liquid has seeped into the pressure sensor in the vaporiser body. Please contact us to arrange replacement
of the vaporiser.


Do I have to download the app to use AYR?

No, the device will work without being connected to an
account, but you will be unable to see your vaping, and that is one of
the unique benefits of the AYR system.

How do I update the app?

You do not need to do anything, the app will automatically update itself.

What phones are compatible with the AYR app?

The app is not a standard phone app. It is a progressive web
app, and so runs within a browser environment, but configured to look
like an app. For example, it can be added as an icon to your home screen
and works offline. This means that the app works with all phones
supporting Chrome or Safari browsers as well as others, such as Samsung

Why don't my cigarettes smoked appear on the daily graph in the app?

Since we don't know when you smoked a cigarette, we can't
accurately put it into the daily display, and so we only show them in
the aggregated day data within the weekly display, and also in the
monthly one.

How do you store and use my consumption data?

We take the privacy of your data very seriously, and never
share it without your prior consent. The AYR Case stores data about your
individual vaping sessions. If you are using the My AYR app, the Case
will upload that data to your phone so you can track your nicotine
Please refer to our Privacy Policy for more detailed information about
your data.

Can I delete/export my account and all the data you have on me?

Please contact Support using the email you registered with.

My Order

What payment methods do you accept?

We accept Visa and Mastercard only.

Can I cancel my order?

Once payment has been taken we cannot cancel your order, but
you have the right to return your product if it is unused within 28
days of receiving it for a full refund.

What is the AYR refund policy?

For products purchased from our web shop:

AYR Device Kits:

• In order to be eligible for a refund, you have to return the product
within 28 calendar days of your purchase. The product must be in the
same condition that you receive it and undamaged in any way, although we
accept that you will probably have used the tip and some liquid before
reaching your decision that the product is not right for you.

• After we receive your item, we will inspect it and process your
refund. The money will be refunded to the original payment method you
used during the purchase. For credit card payments it may take 5 to 10
business days for a refund to show up on your credit card statement.

• If the product is damaged in any way, or you have initiated the
return after 28 calendar days have passed, you will not be eligible for a

• Please note that you are responsible for return shipping fees and we
cannot take responsibility for the delivery time or loss of a returned
package, so we recommend using a tracked delivery service to ensure your
package is returned to us.

If anything is unclear or you have more questions, please contact our customer support team.


• E-liquid is a consumable product and therefore AYR cannot offer a returns policy on any opened or partially used item.

• Taste is subjective so we do not offer a refund if you do not like
the flavour - we recommend you purchase just one 10ml bottle of a new
flavour to try before committing to a bigger purchase.


• Replacement PVs and tips can be returned within 28 days in the same
way that device kits can. Once the seal on the box has been opened,
these products cannot be returned.

For products purchased from a retail outlet:

• Please discuss with the outlet as their returns and refunds policies will be applicable

Didn't find what you were looking for?

For Customer service queries, please email For any other inquiry, please use the contact form below.

Contact Us

Alternatively, please write to us at AYR Ltd., 4A Station Parade, Ealing, London W5 3LD