How can we help you?
I've forgotten my login details. What do I do?
If you've forgotten your password and can't log in, we'll help you reset it.
Click on 'Reset your password' on the login page and enter your email address or phone number. We'll see if we can match your details to an account.
If we can, we'll send you a password reset link. If you can't see our email in your inbox, you might need to check your spam folder. Follow the instructions and you'll be able to reset your password.
If you're still having trouble logging in, get in touch and our Ploom Care team will be able to help.
- What's Ploom?
- Why choose Ploom X Advanced?
- Is Ploom X Advanced a vape or a cigarette?
- What are tobacco sticks?
- What are devices for tobacco heating?
- What's HeatFlow?
- What's the difference between Ploom X Advanced and other products for tobacco heating?
- Does a 90 - 95% substance reduction rate mean that Ploom X Advanced is safer than cigarettes?
- Does Ploom X Advanced produce smoke?
- What does Ploom X Advanced smell like?
- Does Ploom X Advanced produce ash?
- Can you take Ploom X Advanced on a plane?
- Can I take Ploom X Advanced and compatible tobacco sticks abroad?
- How do I get rid of my used tobacco sticks?
- 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?
- Where can I find my Ploom X Advanced registration code?
- What happens if I remove the front panel while using my Ploom X Advanced device?
- 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 they 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 charge my Ploom X Advanced fully?
- How do I reset my Ploom X Advanced?
- 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 produce tar?
- Can I use compatible tobacco sticks with other heated tobacco products?
- Can I use other tobacco sticks or cigarettes with my Ploom X Advanced?
- Can I use other tobacco sticks 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?
- My tobacco stick fits better when I push it deep into the heating chamber. Will this damage my Ploom X Advanced?
- 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 X Advanced carry case?
- Do you deliver outside Serbia?
- Which delivery service do you use?
- Where is my order?
- How long does it take to ship my Ploom X Advanced?
- I've changed my mind. How do I cancel my order?
- If I cancel my order, will you refund me?
- How do I get in touch with the Ploom Care Team?
- What can the Ploom Care Team help with?