How can we help you?
What do I need to do to log in to the app?
To log in, you need to have an existing Ploom account. You can either:
- Enter your email address and password, or
- Use your phone number to get a one-time verification code via SMS—this login option will be available soon.
Don't have an account yet? Create one on the Ploom website.
- 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?
