How can we help you?
My session has stopped during use, what's happened?
If your session has unexpectedly stopped, you may have interrupted it in one of these ways:
- By closing the slider during heating or preheating.
- By inserting USB-C cable (starting charging mode and preventing use).
- By removing the front panel.
If none of these things have happened and you're still experiencing difficulty, our Ploom Care team will be happy to help you! You can reach us via:
Phone: #7246-8584
Email: ploomcare@ploom.ph
Live Chat: Click on the Live Chat icon in the bottom right corner of the screen
Contact form: Follow the Contact Us link
Open 24/7
- 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?
