Support / Help centre
Help with your
connected pack
Everything you need to use an Innocap cap or carton – how to tap it,
what happens to your data, and what to do when something doesn’t work.
Step 01
Unlock your phone
The screen needs to be on. No app, no account, and no setup — a browser is all you need.
Step 02
Hold it to the pack
Touch the top of your phone to the cap or the marked spot on the carton, and hold for a second.
Step 03
Open the link
Your phone shows a notification. Tap it to open your product’s page in the browser.
Answers, in plain language
Filter by keyword, or open a question to read the full answer.
No. Tapping the pack opens a page in your phone's normal browser. There is nothing to install, no account to create, and no password to remember.
Almost all phones sold in the last several years can read the pack — iPhone 7 and newer, and the large majority of Android phones. On Android, make sure NFC is switched on in your settings.
For a Smart Cap, hold the top edge of your phone against the centre of the cap. For a Smart Pack carton, look for the marked spot on the box. Hold still for about a second rather than tapping quickly.
Your name, phone number and identity are not collected. Interaction data is anonymized and aggregated before it reaches the manufacturer, so no individual can be identified from it.
Yes. Reminders and the dosage tools work from your own device. You can use the guidance and instructions without providing any personal details.
The tap itself works without a network, but opening your product page needs a connection. Once the page has loaded, key information stays available on screen.
Contact our support team with the product name and the batch number printed on the packaging. Never open or take apart the cap — the medicine inside remains safe to use as prescribed.
Yes. Follow the recycling guidance printed on your packaging and the local rules where you live. The connected component does not change how the pack should be disposed of.
No questions match that search. Try a different word, or contact our support team below.
Move the phone slowly
The reader sits in a small area near the top of most phones — and lower down on some. Slide the phone slowly across the cap instead of tapping once.
Case, cards and settings
A thick case or a bank card in the case can block the signal. On Android, confirm that NFC is switched on in your phone's settings.
Still nothing? The pack may be damaged. Contact our support team with the product name and batch number printed on the packaging, and we'll help you directly.
Our support team is here
Sunday to Thursday, 09:00–17:00 Israel time. We reply to email within one business day.