How can we help you?
My session has stopped during use, what has happened?
If your session has unexpectedly stopped, you may have interrupted it in one of these ways:
- The slider is closed during heating or preheating.
- The USB-C cable is inserted (starting charging mode and preventing use).
- The front panel is removed.
If none of these have happened and you're still experiencing difficulty, our Ploom Care Team will be happy to help you! You can reach them via:
Phone: 1800 228 338
Email: ploomcare@ploom.my
Live Chat: Click on the Live Chat icon in the bottom right corner of the screen
Contact form: www.ploom.my/en/support/contact-us
Open Hours: 9AM - 6PM daily (inc. Public Holidays)
- Why Choose Ploom?
- What are heated tobacco refills?
- What are heated tobacco products?
- Is Ploom a vape or a cigarette?
- What is 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?
- Do heated tobacco refills produce tar?
- Do heated tobacco refills have propylene glycol in them?
- What kind of tobacco blend is in my heated tobacco refills?
- What's ActivBlend?
- Does Ploom AURA use open-source software?
- What is Ploom AURA?
- How do I start my Ploom AURA for the first time?
- How do I use Ploom AURA?
- What is Auto-Start?
- How do I charge Ploom AURA?
- How do I insert a refill into my Ploom device?
- If a refill breaks and gets stuck, how do I get it out?
- How long do CleanSeal refills take to cool down?
- I have inserted a refill but nothing is happening, what do I do?
- My device is heating up, is this normal?
- Where's the button on my Ploom AURA?
- Can I set a safety lock on my Ploom AURA?
- What do the LED lights on my AURA indicate?
- My Ploom AURA has vibrated 5 times, what does this mean?
- How do I stop a session?
- How do I remove the lock on my Ploom AURA?
- How long does a session last with Ploom AURA?
- How do I know when a session ends?
- How many sessions can I have in a row?
- My session has stopped during use, what has happened?
- Why do I need to register my Ploom AURA?
- How do I clean my Ploom AURA?
- Is my Ploom device waterproof?
- What happens if I remove the front panel while using my Ploom device?
- How do I reset my Ploom AURA?
- My Ploom AURA isn't working, what do I do?
- What are Ploom AURA's different heating modes?
- How do I change modes?
- What is Battery Saver mode and how do I activate it?
- What features are available through the app?
- How do I connect and pair my Ploom AURA with the app?
- What features can I access through the app?
- How can I download the app on Android?
- How can I download the app on iOS?
- Is the Ploom app free to install and use?
- What do I need to do to log in to the app?
- How can I pair my device with my phone?
- How does the Device Radar feature work and what are the limitations?
- How can I manage my consents and notifications?
- How does the lock and unlock feature work in the Ploom app?
- How many devices can I pair with the app?
- How can I disconnect or remove my device from the app?
- Why is the app asking for GPS location permissions?
- Why is the app asking for Bluetooth permissions and Bluetooth device search permissions?
- Why do I need to give notification permissions for the app? How can I configure them?
- How can I receive support if I have issues with the app or my device?
- 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 AURA?
- Why do I need to register my Ploom AURA?
- Can I register multiple Ploom devices?
- Where can I find my Ploom AURA serial number?
- How can I trade in my device?
- Can I trade in multiple devices?
- Do I need proof of purchase to trade in my device?
- Do I need the original packaging to trade in my device?
- Can I trade in for limited-edition devices?
- Why can’t I see the trade-in offer?
- Why should I trade in my device?
- What will you do with my old device?
- How to return my old Ploom device?
