Device Troubleshooting

Why is the draw too tight?

A tight draw can occur if the airflow opening is covered or blocked. Hold the device normally and ensure your fingers are not covering the airflow inlet. Check for packaging material or visible debris around the mouthpiece.

Do not puncture, disassemble, refill, or force air through the device. If the draw remains unusually tight, discontinue use and contact us.

My device is not activating. What should I check?

If your device is new, remove all protective stickers, silicone plugs, or seals from the mouthpiece and airflow openings. Make sure the airflow path is not blocked and try taking a gentle, steady draw. Do not use excessive force and do not attempt to open, refill, or modify the device.

Why is there little or no vapour?

Little or no vapour may be caused by blocked airflow, a protective seal that has not been removed, an overly forceful draw, or the device reaching the end of its usable life. Check the mouthpiece and airflow openings for visible obstruction. Do not insert sharp objects into the device.

Why is the device producing a burnt or unpleasant taste?

Stop using the device if it produces a burnt, chemical, unusually harsh, or unpleasant taste. This may indicate that the device is empty, has been overheated, or is not functioning correctly. Do not continue using it to test whether the taste improves, and do not attempt to refill or repair it.

Contact our support team with your order details and product photographs so we can advise you on the next step.

What should I do if the device becomes hot, swollen, damaged, or starts to smell unusual?

Stop using it immediately and move away from the device if it is hot, swollen, cracked, smoking, sparking, or producing an unusual smell. Keep it away from combustible materials, children, and pets. Do not puncture, crush, charge, open, or disassemble it.

If it is safe to do so, place the device in a cool, isolated location away from direct sunlight while you contact us or follow local battery-disposal guidance. In an emergency involving fire or smoke, move away and contact the appropriate emergency service.

Can I recharge or refill my Ace Ultra disposable?

Do not recharge, refill, open, modify, or disassemble a disposable device unless the product is specifically designed and labelled for that purpose. Attempting to alter the device may create a safety risk and may invalidate any applicable warranty or return rights.

Can I use my own charger or accessory with the device?

Only use accessories exactly as described in the product instructions. Do not connect a disposable device to an external charger or power source unless it is explicitly designed for charging. Using incompatible equipment can create a battery or product-safety risk