How can we help you?
My session has stopped during use, what's happened?
If your session has unexpectedly stopped, you may have interrupted it in one of these ways:
- The slider is closed during heating or preheating.
- The USB-C cable is inserted (starting charging mode and preventing use).
- The front panel is removed.
If none of these have happened and you're still experiencing difficulty, our Ploom Care team will be happy to help you! You can reach them via:
Phone: 0800 756 669
Chat: click here
Email: [email protected]
Open: Monday - Friday: 08:00 - 20:00, Saturday: 09:00 - 18:00
- What is Ploom AURA?
- How do I start my Ploom AURA for the first time?
- How do I use Ploom AURA?
- How to know when Ploom AURA is charged?
- How can I use the Ploom app?
- What are Ploom AURA's different heating modes?
- How do I change modes?
- What is Battery Saver mode and how do I activate it?
- What features are available through the app?
- How do I connect and pair my Ploom AURA with the app?
- What is Auto-Start?
- I have inserted a stick but nothing is happening, what do I do?
- Where's the button on my Ploom AURA?
- What is CleanSeal?
- What is Smart HeatFlow™?
- What do the LED lights on my AURA indicate?
- My Ploom AURA has vibrated 5 times, what does this mean?
- Can I set a safety lock on my Ploom AURA?
- How do I remove the lock on my Ploom AURA?
- How long does a session last with Ploom AURA?
- How do I know when a session ends?
- How many sessions can I have in a row?
- Why do I need to register my Ploom AURA?
- How do I clean my Ploom AURA?
- How do I charge Ploom AURA?
- My session has stopped during use, what's happened?
- My Ploom AURA isn't working, what do I do?
- How long does it take to charge Ploom AURA?
- What features can I access through the app?
- How can I download the app on Android?
- How can I download the app on iOS?
- Is the Ploom app free to install and use?
- What do I need to do to log in to the app?
- How can I pair my device with my phone?
- How does the Device Radar feature work and what are the limitations?
- How can I manage my consents and notifications?
- How does the lock and unlock feature work in the Ploom app?
- How many devices can I pair with the app?
- How can I disconnect or remove my device from the app?
- Why is the app asking for GPS location permissions?
- Why is the app asking for Bluetooth permissions and Bluetooth device search permissions?
- Why do I need to give notification permissions for the app? How can I configure them?
- How can I receive support if I have issues with the app or my device?
- Can I earn Ploom Club points through the app?
- What's Ploom?
- What are EVO tobacco sticks?
- What are heated tobacco products?
- What's ActivBlend?
- What's HeatFlow?
- Does Ploom produce smoke?
- What does Ploom smell like?
- Does Ploom produce ash?
- Can you take Ploom on a plane?
- Can I take Ploom and EVO tobacco sticks abroad?
- What's the difference between Ploom and other heated tobacco products?
- What is Ploom X Advanced?
- How do I use Ploom X Advanced?
- How do I clean Ploom X Advanced?
- How do I charge Ploom X Advanced?
- Is Ploom X Advanced waterproof?
- What happens if I remove the front panel while using Ploom X Advanced?
- Where can I find my Ploom X Advanced registration code?
- How do I set up the Ploom X Advanced manual lock?
- How do I remove the Ploom X Advanced manual lock?
- How does the Ploom X Advanced front panel work?
- Where can I use Ploom X Advanced?
- How many sessions can I have in a row?
- Where's the button on Ploom X Advanced?
- How do I stop a session?
- How long do EVO tobacco sticks take to cool down?
- When should I lock Ploom X Advanced?
- My Ploom X Advanced isn't working. What should I do?
- My Ploom X Advanced isn't charging. What should I do?
- How long will it take to fully charge my Ploom X Advanced?
- How do I reset my Ploom X Advanced?
- What kind of tobacco blend is in my tobacco sticks?
- Why isn't there an expiry date on my tobacco sticks?
- What's the difference between a heated tobacco stick and a cigarette or cigar?
- Do tobacco sticks have propylene glycol in them?
- Do tobacco sticks produce tar?
- Can I use EVO sticks on other heated tobacco products?
- Can I use other tobacco sticks or cigarettes with my Ploom X Advanced?
- When should I replace my tobacco stick?
- How long does a session last?
- If a stick breaks and gets stuck, how do I get it out?
- If I push my EVO stick in too deep, will it damage my Ploom device?
- When I use Ploom X Advanced, the tobacco stick is moving. Is this normal?
- Can I buy accessories for Ploom X Advanced?
- What can I fit in a Ploom carry case?
- How do I dispose of the Ploom X Advanced device?
- How do I get rid of my used EVO tobacco sticks?
- How do I start the Ploom X Advanced trial?
- How do I register my Ploom X Advanced?
- Why do I need to register my Ploom X Advanced?
- Can I register multiple Ploom X Advanced devices?
- Where can I find my Ploom X Advanced serial number?
- Does Ploom X Advanced have a warranty?
- If I need a replacement Ploom X Advanced, will my warranty reset?
- How does the Ploom trial work?
- What does the trial bundle contain?
- What happens at the end of my Ploom X Advanced trial?
- When my trial ends, how can I return my Ploom X Advanced?
- If I return my Ploom X Advanced, can I have another trial later?
- What's Ploom's 'Refer a Friend'?
- Where can I find my referral code?
- How can I share my referral code?
- How does the Ploom trial work?
- How do I start the Ploom trial?
- What does the trial bundle contain?
- What happens at the end of my Ploom trial?
- When my trial ends, how can I return my Ploom?
- If I return my Ploom device, can I have another trial later?
- What is the Ploom Club?
- Can I transfer my Ploom points to a friend?
- What's Ploom's 'Refer a Friend'?
- Where can I find my referral code?
- How can I share my referral code?
- What are the new status levels?
- How can I upgrade my status level?
- How is my status level downgraded?
- How long are my points valid?
- How many cartons can I buy with the Ploom Club tier program?
- How can I earn points?
- How can I use my points?
- How do I apply the offer on the Ploom AURA device?
- Is the offer available to everyone?
- How long will it take for my Ploom AURA to arrive?
- What should I do when my device arrives?
- What should I do with my current Ploom X Advanced device?
- Why do I need to return my old device?
- Will I be charged for returning my old device?
- How do I package my old device for return?
- Where do I send my old device?
- How do the special discounts for Ploom Club Members work?