How can we help you?
Will I be charged for returning my old device?
No, a prepaid return bag will be included with your Ploom AURA device for mailing back your old device
- 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?