How can we help you?
My Ploom device is not working. What should I do?
If your Ploom device stops working, first check the following:
- Battery level: If it’s low, connect your Ploom device to charge.
- Slider position: Make sure the slider is closed.
- USB-C cable: Ensure it is connected to the device and functioning properly.
- Front panel: Check that it is correctly attached to the device.
If you still cannot start your Ploom device, try resetting it:
1. Remove the front panel.
2. Press and hold the small button using a thin, blunt object for about 5 seconds, until the device vibrates.
3. Put the cover back on the device.
If you’re unsure how to reset your device, please contact us.
If resetting the device does not solve the problem, contact our Ploom Care team, who are always ready to help via:
- Phone: 0800-077-771
- Live Chat
Working hours: Mon–Fri: 9 AM–9 PM, Sat–Sun: 10 AM–6 PM
- What is a Ploom heated tobacco device?
- Why Choose Ploom?
- Is Ploom a vape or a cigarette?
- What are tobacco sticks?
- What are heated tobacco devices?
- What is Smart HeatFlow™ technology?
- What's the difference between Ploom and other heated tobacco products?
- Is Ploom safer than cigarettes?
- Does the Ploom device produce smoke or ash?
- What does the Ploom device smell like?
- Where can I use my Ploom device?
- Can you take the Ploom device on a plane?
- Can I take the Ploom device abroad?
- How do I dispose of used tobacco sticks?
- How can I clean my Ploom Device?
- Are Ploom devices waterproof?
- Where can I find my registration code?
- How do I set up the manual lock on my Ploom device?
- How do I remove the manual lock on my Ploom device?
- How many sessions are available per one charge of the Ploom device?
- How long does it take tobacco sticks to cool down?
- When should I lock my ploom device?
- My Ploom device is not working. What should I do?
- My Ploom device isn't charging. What should I do?
- How long does it take to charge my Ploom device?
- How to reset a Ploom device?
- Why isn't there an expiry date on my tobacco sticks?
- Do compatible Ploom tobacco sticks produce tar?
- Can I use compatible Ploom tobacco sticks with other heated tobacco products?
- Can I use other tobacco sticks or cigarettes with my Ploom devices?
- How long does one Ploom session last?
- If a tobacco stick breaks and gets stuck, how do I get it out?
- While I’m using my Ploom device, the tobacco stick moves. Is this common?
- What is Ploom AURA?
- How do I start my Ploom AURA device for the first time?
- How to use Ploom AURA?
- How do I know when Ploom AURA is fully charged?
- What are Ploom AURA's different heating modes?
- How do I change the heating mode?
- What is “Battery Saver” mode and how do I activate it?
- What is the Auto-On function?
- Why isn’t the Auto-On function working?
- Where is the button located on the Ploom AURA device?
- What do the LED lights on Ploom AURA indicate?
- My Ploom AURA has vibrated 5 times. What does this mean?
- My Ploom AURA session has stopped during use. What happened?
- Are there accessories for Ploom AURA?
- What fits inside the Ploom AURA Carry Case?
- Are Ploom X Advanced accessories compatible with the new Ploom AURA device?
- How to use Ploom X Advanced?
- What does the ‘Refer a Friend’ program involve?
- Where can I find my referral code?
- How can I share my referral code?
- I received a referral code from a friend. How can I use it?
- I shared my referral code with a friend, but I haven’t received my points yet. Why?
- I received a referral code and entered it on the Ploom website. Why isn’t the discount showing in my cart during my first purchase?
- Where can I redeem the referral code I received from my friend?
- How can I receive support if I have issues with the app or my device?
- Why do I need to give notification permissions for the app? How can I configure them?
- Why is the app asking for Bluetooth permissions and Bluetooth device search permissions?
- Why is the app asking for GPS location permissions?
- How can I disconnect or remove my device from the app?
- How many devices can I pair with the app?
- How does the lock and unlock feature work in the Ploom app?
- 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?
- What are Ploom AURA's different heating modes?
- How does the Device Radar feature work and what are the limitations?
- How can I manage my consents and notifications?
- How do I reset my Ploom AURA?
- Can I earn Ploom Club points through the app?
