How can we help you?
How can I get support if I have an issue with the app or the device?
If you are having problems with the app or your device, we’re here to help.
Contact our Ploom Care specialists for support, advice, or assistance at any time.
You can reach us via:
1. Live chat: Get help and personalized advice live during our working hours:
Monday - Friday: 8:00 - 22:00h
Saturday - Sunday: 10:00 - 18:00h
2. Phone: Speak directly with a Ploom Care team representative by calling 0800/2026.
Working hours: Monday - Friday: 8:00 - 20:00h, Saturday - Sunday: 10:00 - 18:00h.
3. Email: Send us a message and someone will contact you as soon as possible.
We’re here for you, to make every moment spent with your Ploom device a true pleasure.
- What's Ploom?
- Why choose Ploom?
- Is Ploom a vape or a cigarette?
- What are tobacco sticks?
- What are heated tobacco products?
- What's Smart Heatflow™?
- What’s the difference between Ploom and other heated tobacco products?
- How is Ploom different from cigarettes?
- Does the Ploom device produce smoke or ash?
- Does Ploom have a smell?
- Can I take Ploom device on a plane?
- Can I take EVO tobacco sticks abroad?
- How do I dispose of used tobacco sticks?
- What is Ploom AURA?
- How to use Ploom AURA?
- How to clean Ploom AURA?
- How do I charge my Ploom AURA?
- Is it Ploom AURA waterproof?
- Where can I find my registration code?
- What will happen if I remove the front cover while using my Ploom AURA device?
- Can I set up the lock option on my Ploom AURA device?
- How can I remove the manual lock on my Ploom AURA device?
- How many uses does one full charge of a Ploom AURA device provide?
- Where can I use my Ploom device?
- Where is the button on the Ploom AURA device?
- How can I stop using the Ploom AURA device?
- How long does it take for the tobacco sticks to cool down?
- When should I lock my Ploom AURA?
- My Ploom AURA isn’t working. What should I do?
- My Ploom AURA isn't charging. What should I do?
- How long it takes to charge Ploom AURA?
- How to reset Ploom AURA?
- Which features can I use via the app?
- How do I download the app on an Android device?
- How to download the app on an iOS device?
- Is installing and using the Ploom app free?
- How can I log in to the Ploom app?
- How to connect Ploom device to my phone?
- How to change the heating mode?
- How does the “Device Detector”feature work and what are its limitations?
- How do I manage my consents and notifications?
- How does the device lock and unlock option work?
- How many devices can I connect the app to?
- How do I disconnect or remove a device from the app?
- Why does the app request permission to access GPS location?
- Why does the app request permissions for Bluetooth and for scanning Bluetooth devices?
- Why do I need to grant permission for notifications and how do I set it up?
- How can I get support if I have an issue with the app or the device?
- Can I earn Ploom Club points through the app?
