IQOS, glo and Ploom troubleshooting | Check by device, symptom and indicator

Model name on the box or registration screen Match

Only registered names are matched. Unknown model numbers, serial numbers and colours are not used to guess the model. Input is not sent or saved.

The heating section does not need cleaning after use. For blockages or damage, do not dismantle it with tools; check with official support.

Warranty eligibility and duration depend on the country and date of purchase, product registration and the fault. Have proof of purchase and registration information ready and confirm with official support.

Manufacturer's official guidance

Reset steps for this device

1. Return the holder to the pocket charger.
2. Hold the charger's button for 10 seconds and release it after the light goes out.
3. Check whether the light goes out, flashes and then stays on. If the issue persists, proceed to the official diagnostic tool.

Official source for the procedure

The heating section does not need cleaning after use. Check with official support about blockages or damage.

Warranty eligibility and duration depend on the country and date of purchase, product registration and the fault. Have proof of purchase and registration information ready and confirm with official support.

Manufacturer's official guidance

Reset steps for this device

1. Return the holder to the pocket charger.
2. Hold the pocket charger's button for 10 seconds.
3. Check whether the light goes out, flashes 2 times and then stays on. If unresolved, contact official support.

Official source for the procedure

Check the cleaning procedure in the official guide for the specific model. Do not reuse tools, liquids or operations intended for other models.

Warranty eligibility and duration depend on the country and date of purchase, product registration and the fault. Have proof of purchase and registration information ready and confirm with official support.

Manufacturer's official guidance

Check the cleaning procedure in the official guide for the specific model. Do not reuse tools, liquids or operations intended for other models.

Warranty eligibility and duration depend on the country and date of purchase, product registration and the fault. Have proof of purchase and registration information ready and confirm with official support.

Manufacturer's official guidance

Reset steps for this device

1. For abnormal automatic heating, check that the stick is unused and undamaged, the lock is released, the battery is at least 6%, and automatic heating is configured in the app.
2. If the issue persists, official guidance describes restarting by holding the button for 8 seconds.

Official source for the procedure

Check the cleaning procedure in the official guide for the specific model. Do not reuse tools, liquids or operations intended for other models.

Warranty eligibility and duration depend on the country and date of purchase, product registration and the fault. Have proof of purchase and registration information ready and confirm with official support.

Manufacturer's official guidance

Reset steps for this device

1. Hold either button on the device for 13 seconds, until the screen changes.
2. Release the button and wait a few seconds.

Official source for the procedure

Check the cleaning procedure in the official guide for the specific model. Do not reuse tools, liquids or operations intended for other models.

Warranty eligibility and duration depend on the country and date of purchase, product registration and the fault. Have proof of purchase and registration information ready and confirm with official support.

Manufacturer's official guidance

Reset steps for this device

1. Hold the control button for 13 seconds, until the screen changes.
2. Release the button and wait a few seconds.

Official source for the procedure

Check the cleaning procedure in the official guide for the specific model. Do not reuse tools, liquids or operations intended for other models.

Warranty eligibility and duration depend on the country and date of purchase, product registration and the fault. Have proof of purchase and registration information ready and confirm with official support.

Manufacturer's official guidance

Reset steps for this device

1. Remove the magnetic front panel from the bottom.
2. Check the RESET button's location in the official diagram, then press it with a ballpoint pen tip or similar for at least 5 seconds, until it vibrates.
3. Check for the white LED flashing rapidly 10 times and vibration. Once vibration ends, replace the panel.
4. If repeated resets are needed or the issue persists, proceed to official troubleshooting.

Official source for the procedure

Check the cleaning procedure in the official guide for the specific model. Do not reuse tools, liquids or operations intended for other models.

Warranty eligibility and duration depend on the country and date of purchase, product registration and the fault. Have proof of purchase and registration information ready and confirm with official support.

Manufacturer's official guidance

Official guidance advises cleaning 1 time a month, or when insertion feels tight. Allow it to cool fully, stop charging and heating, remove the front panel, and consult the official cleaning and drying steps.

Warranty eligibility and duration depend on the country and date of purchase, product registration and the fault. Have proof of purchase and registration information ready and confirm with official support.

Manufacturer's official guidance

Reset steps for this device

1. Pull the front panel off towards you.
2. Locate the central reset button using the official diagram and keep pressing it with a ballpoint pen tip or similar.
3. Check for vibration and rapid LED flashing.

Official source for the procedure