How can we help you?
My Ploom AURA has vibrated 5 times, what does this mean?
When your Ploom AURA vibrates five times, it indicates a temperature error. It's likely that your device has been in an environment above 35° C or below 5° C.
If this is the case, try moving your device somewhere warmer or cooler according to your environment and allow a little time for it to adjust.
If you are still experiencing difficulty, our Ploom Care team will be happy to help. You can reach us through any of these channels:
Phone: *9010
Email: support@ploom.az
Live Chat: Click on the Live Chat icon in the bottom right corner of the screen
Contact form: Follow the Contact Us link
Open hours: Monday to Friday 10AM to 10PM & Saturday to Sunday 10AM to 6PM
- What's Ploom?
- What's ActivBlend?
- What are heated tobacco products?
- What's the difference between Ploom X Advanced and other heated tobacco products?
- What are heated tobacco sticks?
- Does Ploom X Advanced produce ash?
- What's the difference between a heated tobacco stick and a cigarette or cigar?
- What's HeatFlow?
- 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 are Ploom AURA's different heating modes?
- How can I change the heating mode?
- 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 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?
- How do I know when a session ends?
- Can I set a safety lock on my Ploom AURA?
- How long does a session last with Ploom AURA?
- How do I remove the lock on my Ploom AURA?
- 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 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?
- How can I receive support if I have issues with the app or my device?
- Why do I need to give notification permissions for the app? How can I configure them?
- Why is the app asking for Bluetooth permissions and Bluetooth device search permissions?
- How many sessions can I have in a row?
- How do I stop a session?
- My device is heating up, is this normal?
- Can I take Ploom X Advanced and Sobranie tobacco sticks abroad?
- Can you take Ploom X Advanced on a plane?
- Where and how can I carry my Ploom device & accessories during air travel?
- Can I pack my Ploom device in my hold luggage?
- 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?
- Why are Ruby Sticks unavailable?
- What are Sobranie tobacco sticks?
- What kind of tobacco blend is in my tobacco sticks?
- Do tobacco sticks have propylene glycol in them?
- Can I use Ploom tobacco sticks with other heated tobacco products?
- How do I get rid of my used tobacco sticks?
- Why isn't there an expiry date on my tobacco sticks?
- Can I use other tobacco sticks or cigarettes with my Ploom X Advanced?
- Do tobacco sticks produce tar?
- If a stick breaks and gets stuck, how do I get it out?
- My tobacco stick fits better when I push it deep into the heating chamber. Will this damage my Ploom X Advanced?
- How long do they take to cool down?
- When should I replace my tobacco stick?
- When will I need to verify my age?
- How do I claim against my warranty?
- I've forgotten my login details. What do I do?
- Why do I need to verify my age?
- Does Ploom have a warranty?
- How long is my warranty?
- What can the Ploom care team help with?
- If I receive a replacement Ploom device, will my warranty reset?
- What happens if I can't verify my age online?
- How do I get in touch with the Ploom Care team?
- What's Ploom Club?
- Do Ploom points expire?
- What is the Ploom “Refer a Friend” program?
- How can I share my referral code?
- Can I transfer my Ploom points to a friend?
- Where can I find my referral code?
- What reward will I receive for referring a friend?
- 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 10 AZN 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?
- What can I fit in a Ploom X Advanced carry case?
- Why choose Ploom X Advanced?
- Can I register multiple Ploom X Advanced devices?
- Where's the button on Ploom X Advanced?
- Is Ploom X Advanced safer than cigarettes?
- Does Ploom X Advanced produce smoke?
- Is Ploom X Advanced a vape or a cigarette?
- How do I reset my Ploom X Advanced?
- Where can I find my Ploom X Advanced serial number?
- My Ploom X Advanced isn't working. What should I do?
- Can I use another brand's sticks with my Ploom X Advanced?
- Where can I use Ploom X Advanced?
- How do I register my Ploom X Advanced?
- My Ploom X Advanced isn't charging. What should I do?
- How do I remove the Ploom X Advanced manual lock?
- How do I clean Ploom X Advanced?
- How long will my Ploom X last?
- How do I set up the Ploom X Advanced manual lock?
- What is Ploom X Advanced?
- What does Ploom X Advanced smell like?
- Where can I find my Ploom X Advanced registration code?
- How do I charge Ploom X Advanced?
- Why do I need to register my Ploom X Advanced?
- Is Ploom X Advanced waterproof?
- How does the Ploom X Advanced front panel work?
- How do I use Ploom X Advanced?
- If I take off my Ploom X Advanced front panel while using it, what happens?
- How long will it take to charge my Ploom X Advanced fully?
- How do I activate/deactivate the Auto On function on my Ploom X Advanced?
- How long does a session last?
- When I use Ploom X Advanced, the tobacco stick is moving. Is this normal?
- When should I lock Ploom X Advanced?
- Can I buy accessories for Ploom X Advanced?
