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 inside) and if the round light on top of your Pocket Charger is on, 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 and hold the Pocket Charger button for approximately 10 seconds. After the lights fade, continue holding the button for 2 more seconds. When you release the button you will see all the lights briefly blink white.

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 our Cleaning Tool and Cleaning Sticks.

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 small red light on your Pocket Charger? Is the battery status light blinking white twice when you press it?

This could be because your device is too cold or too hot. The device operates in a temperature range between 0° and 50° 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 heating 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 the cleaning of the Holder can damage the blade inside your Holder. Be careful not 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.