Check that the Pocket Charger is turned on, by pressing the Pocket Charger’s button for 1 second. The lights should turn on. If they don’t, press and hold the button for 4 seconds.

If you don’t see any lights, charge the Pocket Charger using our official AC Power Adaptor and cable*.

To find out if your Holder is charged just press the button on your Pocket Charger (while your holder is in sight) and if the round light on top of your Pocket Charger is steady, your Holder is ready to use. If it is pulsing then it is currently charging. Alternatively just remove the holder and check whether the light is on. If it is then your Holder is charged and ready to go.

* Note that laptop USB ports may not have enough power to charge your pocket charger. We recommend using an electrical outlet instead.

If your device is charged, but still not working, the next step is to reset it.

Press the two buttons below the battery status lights simultaneously and you will see that after about 2 seconds all lights blink white for a few times.

Does it feel difficult to draw on your tobacco stick while using your device? Not getting enough aerosol when using your device? These issues can likely be resolved by using out Cleaning Tool and Cleaning Sticks to clean the heating chamber and the Cap.

Cleaning your device regularly and with the right tools will not only ensure that you are getting the optimal experience; but it can also solve some of the issues you may be experiencing with your device.

If your Holder is not charging properly, it might be that the connectors need cleaning. Just clean the connectors of your Holder and the Pocket Charger with our Cleaning Sticks.

Do you see a red blinking light on your Pocket Charger or a red light on your Holder? This could be because your devioce is too cold or too hot.

The device operates in a temperature range between 10° and 40° C. If the ambient temperature is low, try warming the Holder in your hand for at least 1 minute. If it is too hot, take it with you to a colder place and it should be working again once it has cooled down.

Check to see if your device has a broken blade or any other physical damage. If it does, we are sorry that this happened to you. Please contact Customer Care and we will support you with this issue.

Sometimes cleaning the Holder can damage the blade inside your Holder. Be careful not to exert force onto the blade when cleaning your Holder. Also ensure you never twist your tobacco stick while it’s in the Holder. This movement can damage the heating blade and disrupt your experience.