How can we help you?
My device does not work
1 - Check the battery level by sliding the cover open and the battery charge level will be displayed. If the LED flashes rapidly, the device needs to be charged.
2 - If the device will not charge, please inspect it for damage or try a different Ploom USB Type C cable/charger.
3 - If a light moves up and down the LED display, the device is either too hot or cold to begin a vaping session.
If it has just been used, allow a few minutes for it to cool down.
If the environment is hot (>35C), move to cooler conditions and allow a few minutes for the device to cool down.
If the environment is cold (<0C), move to warmer conditions and allow a few minutes for the device to warm up.
4 - If the LED display shows a flashing exclamation mark (!) an error has occurred. Please reset the device by closing the cover, pressing the button 5 times and then holding the button down for 5 seconds. The reset is confirmed by the device vibrating and all LEDs blinking rapidly. Please now try to recharge the device.
5 - If you have completed the above steps and the device still does not work, please contact the Ploom Customer Care Team.
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Contact UsAre you 18 or over and a smoker or vaper?
Our sticks, for use in combination with Ploom devices, contain tobacco and nicotine. These products are not risk free and are intended for existing adult smokers or vapers only. Please note, we will need to confirm your age during the checkout process.
For more information please visit the Terms of Use page.