How can we help you?
My Ploom X Advanced isn't working. What should I do?
Here are a few tips to help troubleshoot your Ploom device:
1. First, check the battery level. If it's low, plug your Ploom device in to charge.
2. Reset your Ploom. To do this, close the cover and remove the front panel. Press and hold the small button with a thin, blunt object until your device vibrates and then replace the front panel. If you're not sure how, watch our video.
3. If a reset didn't solve your problem, get in touch with our Ploom Care team by calling us on 0800 756 669 or contact us via our online form.
- What's Ploom?
- Why choose Ploom?
- Is Ploom safer than cigarettes?
- Is Ploom a vape or a cigarette?
- What are Camel tobacco sticks?
- What are heated tobacco products?
- What's ActivBlend?
- What's HeatFlow?
- Does Ploom X Advanced produce smoke?
- What does Ploom X Advanced smell like?
- Does Ploom X Advanced produce ash?
- Can you take Ploom X Advanced on a plane?
- Can I take Ploom X Advanced and Camel tobacco sticks abroad?
- What's the difference between Ploom X Advanced and other heated tobacco products?
- What is Ploom X Advanced?
- How do I use Ploom X Advanced?
- How do I clean Ploom X Advanced?
- How do I charge Ploom X Advanced?
- Is Ploom X Advanced waterproof?
- What happens if I remove the front panel while using Ploom X Advanced?
- Where can I find my Ploom X Advanced registration code?
- How do I set up the Ploom X Advanced manual lock?
- How do I remove the Ploom X Advanced manual lock?
- How does the Ploom X Advanced front panel work?
- Where can I use Ploom X Advanced?
- How many sessions can I have in a row?
- Where's the button on Ploom X Advanced?
- How do I stop a session?
- How long do Camel tobacco sticks take to cool down?
- When should I lock Ploom X Advanced?
- My Ploom X Advanced isn't working. What should I do?
- My Ploom X Advanced isn't charging. What should I do?
- How long will it take to fully charge my Ploom X Advanced?
- How do I reset my Ploom X Advanced?
- What kind of tobacco blend is in my tobacco sticks?
- Why isn't there an expiry date on my tobacco sticks?
- What's the difference between a heated tobacco stick and a cigarette or cigar?
- Do tobacco sticks have propylene glycol in them?
- Do tobacco sticks produce tar?
- Can I use Ploom tobacco sticks with other heated tobacco products?
- Can I use other tobacco sticks or cigarettes with my Ploom X Advanced?
- When should I replace my tobacco stick?
- How long does a session last?
- If a stick breaks and gets stuck, how do I get it out?
- If I push my Camel stick in too deep, will it damage my Ploom device?
- When I use Ploom X Advanced, the tobacco stick is moving. Is this normal?
- Can I buy accessories for Ploom X Advanced?
- What can I fit in a Ploom carry case?
- How do I dispose of the Ploom X Advanced device?
- How do I get rid of my used Camel tobacco sticks?
- 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?
- How do I register my Ploom X Advanced?
- Why do I need to register my Ploom X Advanced?
- Can I register multiple Ploom X Advanced devices?
- Where can I find my Ploom X Advanced serial number?
- Does Ploom X Advanced have a warranty?
- How long is my warranty?
- How do I claim against my warranty?
- If I need a replacement Ploom X Advanced, will my warranty reset?
- How does the Ploom trial work?
- How do I start the Ploom X Advanced trial?
- What does the trial bundle contain?
- What happens at the end of my Ploom X Advanced trial?
- When my trial ends, how can I return my Ploom X Advanced?
- If I return my Ploom X Advanced, can I have another trial later?
- What's Ploom's 'Refer a Friend'?
- Where can I find my referral code?
- How can I share my referral code?
- What is the Ploom Club?
- Can I transfer my Ploom points to a friend?
- What's Ploom's 'Refer a Friend'?
- Where can I find my referral code?
- How can I share my referral code?
- What are the new status levels?
- How can I upgrade my status level?
- How is my status level downgraded?
- How long are my points valid?
- How many cartons can I buy with the Ploom Club tier program?
- How can I earn points?
- How can I use my points?