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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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What is the difference between a heated tobacco stick and cigarettes/cigars?

Can other heated tobacco sticks / conventional cigarettes sticks be used with my Ploom S device?

Can EVO sticks be used with other devices?

What kind of tobacco blends are used in the sticks?

Why is the expiry date for sticks not indicated?

How long does the original EVO tobacco stick flavour last?

Are there any storage requirements for the EVO tobacco sticks?

How do I know when it is time to replace the tobacco stick?

What should you do in the event of accidental ingestion?

There is white stain / matter stuck on the menthol tobacco stick. Is this alright?

What are the yellowish (or brownish) stains on the tobacco paper (stick)?

During use, the EVO tobacco stick descends in the heat chamber below the perforation line. Is this normal?

During use, the stick moves in the heat chamber. Why? Is this normal?

What is the smoking experience of these products in terms of milligrams tar when compared to cigarettes?

What is the amount of tar and nicotine included in the vapour (including ingredients derived from tobacco leaves)?

How many puffs can I take with one EVO tobacco stick / How long is a session?

The EVO tobacco sticks are longer than old ones. How should I use them?

When I insert the EVO tobacco sticks into the device up to the point that the ventilation holes are visible, the tobacco stick does not fit snugly into the heating chamber. Is this normal? If I insert the tobacco stick further, the tobacco stick fits well. Can this damage the device?

Why is the filter longer in the EVO tobacco sticks?

What is the length of the EVO tobacco sticks?

How is the tobacco in EVO tobacco sticks processed?

What kind of tobacco blends are used in EVO tobacco sticks?

Do EVO tobacco sticks contain propylene glycol?

Do EVO tobacco sticks produce any tar?

Are tobacco ingredients contained in the inhaled vapour?

What is OptiCut?

What is Activblend™