How can we help you?
I've forgotten my login details. What do I do?
No problem!
To reset your password:
1. On the login page, click on ‘Reset your password’ and enter your email address or phone number. We’ll search for your account.
2. If you have a registered account, we’ll email you a password reset link. (If you can’t see our email, check your spam folder.)
3. Follow the instructions to reset your password.
You can always get in touch with our Ploom Care team. One of our experts will be happy to guide you through the process and give you any further support you might need.
- Why choose Ploom?
- Is Ploom a vape or a cigarette?
- What are heated tobacco products?
- What's Smart HeatFlow™?
- What's the difference between Ploom and other heated tobacco products?
- Is Ploom safer than cigarettes?
- Does Ploom produce smoke?
- What does Ploom smell like?
- Does Ploom produce ash?
- Can I take Ploom on a plane?
- Can I take Ploom and EVO tobacco sticks abroad?
- 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?
- Why do I need to verify my age?
- When will I need to verify my age?
- How can I get help if I’m having trouble verifying my age online?
- I've forgotten my login details. What do I do?
- Can I register multiple Ploom devices?
- How long is my warranty?
- How do I claim against my warranty?
- If I receive a replacement Ploom device, will my warranty reset?
- My device is heating up, is this normal?
- What is Ploom AURA?
- How do I start my Ploom AURA for the first time?
- How do I use Ploom AURA?
- How do I know when my Ploom AURA is fully charged?
- What is Auto-Start?
- I have inserted a stick but nothing is happening, what do I do?
- Where's the button on my Ploom AURA?
- What is CleanSeal?
- What is Smart HeatFlow™?
- What do the LED lights on my AURA indicate?
- My Ploom AURA has vibrated 5 times, what does this mean?
- Can I set a safety lock on my Ploom AURA?
- 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?
- How do I reset my Ploom AURA?
- Why do I need to register my Ploom AURA?
- How do I clean my Ploom AURA?
- How do I charge Ploom AURA?
- My session has stopped during use, what's happened?
- My Ploom AURA isn't working, what do I do?
- How long does it take to charge Ploom AURA?
- What are EVO tobacco sticks?
- How do I get rid of my used tobacco sticks?
- What kind of tobacco blend is in my tobacco sticks?
- Do tobacco sticks have propylene glycol in them?
- Do tobacco sticks produce tar?
- What's ActivBlend?
- Can I use Ploom tobacco sticks with other heated tobacco products?
- Can I use another brand's sticks with my Ploom?
- Can I use other tobacco sticks or cigarettes with my Ploom?
- When should I replace my tobacco stick?
- If a stick breaks and gets stuck, how do I get it out?
- How do I insert a tobacco stick into my Ploom device?
- What is Ploom Club?
- Do Ploom points expire?
- Can I give my Ploom points to a friend?
- When I reach a new Ploom Club level, will I stay there?
- How does the Ploom Refer a Friend program work?
- Where can I find my personal referral code?
- How can I share my referral code?
- I received a referral code from a friend, how do I redeem it?
- What reward do I get for referring a friend?
- What reward do I get for entering my friend's referral code?
- I shared my referral code but haven't received points yet. Why is that?
- I received a referral code from a friend and entered it into the Ploom website. Why isn't my AED 40 discount showing at checkout during my first purchase?
- How do the different Refer a Friend milestones work? What happens if I reach all of the milestones?
- Where and how can I carry my Ploom device & accessories during air travel?
- Can I pack my Ploom device in my hold luggage?
- How can I contact Local Ploom Care Support while traveling?
- Can I travel with my Ploom device?
- How many tobacco sticks am I allowed to travel with?
- Can I use my Ploom device on a plane?
- Why can't I use my Ploom device on the plane?
- Can I use my Ploom device at the airport?
- Can I use my Ploom device in the country I am traveling to?
- Can I buy Ploom products in the country I am traveling to?
- Can I use heated tobacco indoors or in public spaces in the country I am traveling to?
- How can I trade in my device?
- Why should I trade in my device?
- Do I need proof of purchase to trade in my device?
- Do I need the packaging to trade in my device ?
- Do I need the charging cable to trade in my device?
- What will you do with my old device?
- Can I trade in tobacco sticks?
- How often can I trade in my device?
- Which device colors can I trade in?
- Can I trade in for an LEP?
- Who can trade in?
- Can I trade in multiple devices?
- Will I receive Ploom Club points for trading in my old device?
- Can I trade in my friend's device?