The Ploom X Advanced is a heated tobacco device that heats compatible tobacco sticks to create a nicotine-infused vapour. It has been designed to be as simple and user-friendly as possible. From time to time, however, you may encounter an issue where you will need to perform some basic maintenance or troubleshoot the device to resolve a problem.
Fortunately, most problems are easily resolved. Read our troubleshooting guide below to find solutions to the most commonly reported issues, and follow our step-by-step instructions on how to get your device up and running again.
DEVICE WON'T TURN ON
There are several possible reasons your Ploom X is not coming on:
- Your device may be turned off:
SOLUTION - Turn on your device
- Press and hold the hidden button in the middle of the front panel for 2 seconds to turn the device ON/OFF
- Check the Status Lights blink a solid colour to confirm it is ON
- Your device might not be charged enough:
SOLUTION - Charge the device
- Plug the charger into a wall power outlet
- The LED light will blink while charging and turn solid when fully charged
- A full charge will take under 90 minutes
DEVICE ISN'T CHARGING
There are several possible reasons for your Ploom X not charging:
- The cable may be incorrectly inserted:
SOLUTION - Your USB cable needs to be correctly connected
Make sure to check that you've securely plugged everything in.
- The USB cable is defective:
SOLUTION - Try a different charger or power outlet
Using the original Ploom X cable with your kit is ideal, but you can use a different one if required.
- The device requires a RESET
SOLUTION - Reset the device
- Shut the sliding cover and remove the front panel
- Push and hold the small reset button with a blunt object until your device vibrates
- Replace the front panel
BROKEN EVO STICK IS STUCK IN THE DEVICE
Please ensure your Ploom X Advanced device is switched off before removing the broken stick.
- Close the top sliding cover
- Wait for the device to cool down before removing the broken stick
- Use the cleaning tool or your fingers to carefully remove the broken EVO stick
- Use extreme caution when inserting any object into the heating chamber, as excessive force may damage the internal surface. Do not insert metal objects into the chamber
- Once you have removed the remaining EVO stick, check inside your device to ensure no debris remains in the bottom of the heating chamber
- Dispose of any waste as per your local waste regulations
SESSION WON'T TURN START
There are several reasons why a session will not begin:
- The device may have a low battery:
SOLUTION - Charge the device
Check the battery level. If this is low:
- Plug the charger into a wall power outlet
- The LED light will blink while charging and turn solid when fully charged
- A full charge will take under 90 minutes
- The device requires a RESET:
SOLUTION - Reset the device
- Shut the sliding cover and remove the front panel
- Push and hold the small reset button with a blunt object until your device vibrates
- Replace the front panel
- The device requires cleaning:
SOLUTION - Clean the device
Ensure your device is clean using the supplied cleaning stick; any stray tobacco can lead to connection issues.
- Forgotten manual lock password:
SOLUTION - Override manual lock
- Connect your Ploom X device to a power source using the USB cable provided
- Open and close the top cover, then press and hold the button until your Ploom X Advanced vibrates
- The light will flash for 20 seconds - don't touch the Ploom X Advanced device while the light is flashing
- After 20 seconds, your device will vibrate and the light will flash twice, this confirms that you have successfully removed the manual lock
Please refer to our Ploom X Advanced User Guide and our Ploom X Common FAQs Guide for further information, including how to set up and correctly use your device.
A full range of Ploom products can also be bought on our website, including Evo refill sticks.
Need more information?
For general information about heated tobacco, please see our Heated Tobacco Guide.