How can we help you?
If a stick breaks and gets stuck, how do I get it out?
If a stick or part of a stick gets stuck in the heating chamber:
- Power off your device and wait for it to cool.
- Using a wooden toothpick, carefully ease the stick out by pressing it against the heating chamber. Take care not to damage the inside.
- Remove any tobacco debris with a cleaning stick, wooden toothpick, or a similar tool.
- Do not use metallic objects, as this can be dangerous.
- To prevent broken sticks, always insert and remove them vertically with no sideways movement.
- How can I trade in my device?
- Why should I trade in my device?
- Do I need proof of purchase to trade in my device?
- Do I need the packaging to trade in my device?
- Do I need the charging cable to trade in my device?
- What will you do with my old device?
- Can I trade in tobacco sticks?
- How often can I trade in my device?
- Which devices can I trade in?
- Which device colors can I trade in?
- Can I trade in for an LEP?
- Why can’t I see the trade-in offer?
- Who can trade in?
- Can I trade in multiple devices?
- Can I use my Club points to trade in my device?
- Will I receive Ploom Club points for trading in my old device?
- Can I trade in my friend's device?
- Why choose Ploom?
- Is Ploom a vape or a cigarette?
- What are EVO for Ploom tobacco sticks?
- What are heated tobacco products?
- What's Smart HeatFlow™?
- What's the difference between Ploom and other heated tobacco products?
- Does Ploom produce smoke?
- What does Ploom smell like?
- Does Ploom produce ash?
- What kind of tobacco blend is in my tobacco sticks?
- Why isn't there an expiry date on my tobacco sticks?
- Do tobacco sticks have propylene glycol in them?
- Do tobacco sticks produce tar?
- What's ActivBlend?
- What's the difference between a heated tobacco stick and a cigarette or cigar?
- What is Ploom Aura?
- How do I start my Ploom AURA for the first time?
- How do I use Ploom AURA?
- How do I know when my Ploom AURA is fully charged?
- 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 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?
- How do I stop a session?
- How long do EVO sticks take to cool down?
- If a stick breaks and gets stuck, how do I get it out?
- My device is heating up, is this normal?
- How do I insert a tobacco stick into my Ploom device?
- How do I reset my Ploom AURA?
- Why choose Ploom?
- Is Ploom a vape or a cigarette?
- What are EVO for Ploom tobacco sticks?
- What are heated tobacco products?
- What's Smart HeatFlow™?
- What's the difference between Ploom and other heated tobacco products?
- Does Ploom produce smoke?
- What does Ploom smell like?
- Does Ploom produce ash?
- What kind of tobacco blend is in my tobacco sticks?
- Why isn't there an expiry date on my tobacco sticks?
- Do tobacco sticks have propylene glycol in them?
- Do tobacco sticks produce tar?
- What's ActivBlend?
- What's the difference between a heated tobacco stick and a cigarette or cigar?
- How do I get in touch with the Ploom Care team?
- What can the Ploom care team help with?
- Why do I need to verify my age?
- When will I need to verify my age?
- What happens if I can't verify my age online?
- I've forgotten my login details. What do I do?
- Can I register multiple Ploom devices?
- How long is my warranty?
- How do I claim against my warranty?
- If I receive a replacement Ploom device, will my warranty reset?
- What's Ploom Club?
- Do Ploom Club points expire?
- Can I give my Ploom Club points to a friend?
- When I reach a new Ploom Club level, will I stay there?
- How does the Ploom Refer a Friend program work?
- Where can I find my personal referral code?
- How can I share my referral code?
- I received a referral code from a friend. Where do I enter it to redeem my 150 Ploom Club points?
- What reward do I get for referring a friend?
- What reward do I get for entering my friend's referral code?
- I shared my referral code but haven't received points yet. Why is that?
- Can I take Ploom on a plane?
- Can I take Ploom and EVO for Ploom tobacco sticks abroad?
- Where and how can I carry my Ploom device & accessories during air travel?
- Can I pack my Ploom device in my hold luggage?
- How can I contact Local Ploom Care Support while traveling?
- Can I travel with my Ploom device?
- How many tobacco sticks am I allowed to travel with?
- Can I use my Ploom device on a plane?
- Why can't I use my Ploom device on the plane?
- Can I use my Ploom device at the airport?
- Can I use my Ploom device in the country I am traveling to?
- Can I buy Ploom products in the country I am traveling to?
- Can I use heated tobacco indoors or in public spaces in the country I am traveling to?
