Innokin Support
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FAQs

How should I maintain my device?

The Innokin device and its accessories should remain dry. The mouthpiece should be maintained regularly. Clean batteries, mouthpieces and all accessories regularly with a dry cloth and never immerse them in any liquid for any reason. When not in use, store your device and accessories in a clean, dry, cool place.

How should I store Innokin Battery?

Store your Innokin Battery in a clean, dry, and cool place that is below 77˚F (25˚C). Keep out of reach of children and pets. Do not leave your Innokin Battery in direct sunlight or near sources of heat. Keep your Innokin Battery dry and do not allow it to contact liquid.

What type of charger should be used for charging the device?

Please note any quality DC 5V 1A/2A wall charger will be workable for your Innokin device, as long as it is CE/UL/FCC certified, high quality and authentic one.

How long does the battery last?

The battery life will depend on how often you use the device. After 1 year since you started using your Innokin device, we suggest replacing you battery due to normal wear and tear. Our warranty covers batteries for up to 6 months. For more information, please visit our warranty page.

How long does my battery last before it needs to be recharged?

Individual usage will vary.

How long does an atomizer last?

The wire inside the atomizer has a service life. The service life of the atomizer varies according to different usage and frequency. 

In order for a better vaping experience and long service life of the atomizer, you could maintain your atomizer as the following tips:

  • Regularly clean the vape tank
    Cleaning the vape tank on a regular basis could extend the atomizer’s service life. After cleaning, the parts should be dried and then installed.
  • Clear the vape atomizer before changing to other e-liquid
    When changing different flavors of e-liquid, it is necessary to clear the atomizer in advance, in order to prevent a variety of flavor residues and influence the vaping experience.
  • Remove the vape atomizer when not in use
    Remove the atomizer from the mod when not in use and store it properly, in order to prevent the mod automatic vaping and burn the core. Keep the atomizer clean, do not store too much e-liquid in the atomizer and close the airflow hole.
  • Try to shorten the burning time?
    It will lead to the deformation of the wire and shorten the life of wire if the metal wire is burned for a long time. When you vaping, you could shorten the burning time, and cool the atomizer, avoid long time burns. 
How often should I change my coils?

Coils can be changed as often as you like. They can be changed when you notice a decrease in flavour, or until they completely stop working! Normally you will be able to tell from the taste (burnt, loss of flavour etc.) when it is time for them to change the coil. 

Where to buy accessories for my atomizer?

If you're in the US, you can purchase accessories for your atomizer from our webstore here:  https://www.innokinstore.com/accessories.html

If you're not in the US, check out our authorized distributor links to find a suitable vendor in your country:  https://www.innokin.com/authorized-innokin-distributor/

Can't find what you're looking for? please contact us at: support@innokin.com

FAQs

Is vaping safer than smoking?

All recent studies point to the fact that vaping is better than smoking. With Public Health England stating that electronic cigarettes are 95% safer than smoking and Cancer Research UK supporting vaping in the fight against smoking relating diseases. Of course, inhaling anything other than fresh air isn't entirely safe, however vaping is a less harmful alternative to smoking. 

How should I dispose of my Innokin product?

Observe local, state and federal laws and regulations regarding product disposal.

WARNING

This product contains nicotine which is a highly addictive substance. It is intended for use by existing smokers above legal age only. Do not use this product to treat any medical condition or habit. Do not use if pregnant, breast-feeding or suffer from any medical condition. Stop use if you show any sensitivity to this product. Keep Innokin products out of reach of children and pets.

To reduce the risk of injury, do not use this product if it:

  • becomes wet or immersed in any liquid.
  • appears damaged or broken.
  • has been exposed to excessive heat.
  • is operating in an erratic manner.
  • is unusually hot to the touch.

 

If you have additional question, please contact us at: support@innokin.com

FAQs

How to stop your tank from leaking?
  • Before Vaping
    Make sure orings, seal and glass are all in good condition and everything is tight. Make sure the coil is fully inserted and lined up correctly, notice cross-threading. When you use RBA coil, make sure you stuff the cotton in there really good.
    Prime the coil before vaping, add a few drops of e-liquid to the wick at the ports around the side first, wait several minutes, then fill the tank and wait for at least 15 minutes.
  • When You Do the Filling:
    Make sure coil bottom capes are clamped all the way down and make sure air holes are closed when refilling.
    Do not overfill the tank, or the liquid will get into the central section of the coil and flow out from the bottom of the tank.
    Make sure the atomizer has been cooled down while you refill the tank because the liquid flows faster when the atomizer is hot.
    Please finish the refilling as soon as possible.  
  • While Vaping:
    Please try to vape at an appropriately high wattage which is recommended on the coil during vaping. It may encounter the leaking issue if the liquid on the coil hasn't been atomized on time with low wattage.
    Minimise condensation inside regularly.
    Besides, please close all the airholes when you do not use it.
Why am I getting e-liquid in my mouth when I vape?
  • Please try to vape at an appropriately high wattage which is recommended on the coil during vaping. It may encounter the spitting issue if the liquid on the coil hasn't been atomized on time with low wattage.
  • Please do not set it for a long time since the cotton will absorb liquid and will split from the mouthpiece while you inhale it. In this case, please upside down the tank and shake the inside spare juice off.
  • Please start with low wattage/temperature and increase it slowly& steadily through up the range until you find the favorite flavor of your e-liquid.
  • Don't take long draws or vaping with very short intervals between two drags. Each puff time shall be 4 seconds at most.
  • Please use thicker e-juice, We recommend using e-juice with PG:VG ratio between 50/50 and 30/70.
  • Please check if the seal connection of your tank is intact? Please install all the seals well or change them if available.
  • Always keep the connector on your unit clean&dry.
Why does my coil or tank have a burnt taste?

If your coil start to have burnt taste within short using time. It may be caused by the following:

  • Too frequent Vaping
  • Vaping setting is improper 
  • Didn't prime coil before vaping 
  • lack of e-liquid in the coil
  • Defect coils

Suggestions&solutions:

  • Make sure to prime your coil upon first use. 1 drop of e-liquid per cotton juice port is enough. Once primed, allow the coil to stand in a 3/4ths full tank for at least 15 minutes before vaping.
  • Allow your coil to "break-in" before using it at the maximum recommended wattage level. Start your coils off at the low end of the recommended wattage range, and gradually increase to your desired wattage level slowly over the first day of using your new coil.
  • Please try opening up your airflow more. The more airflow that passes through the coil, the cooler the coil will be, and the less likely you will get a burnt taste.
  • Check the sweetener and VG levels of the e-liquid you are using. The thicker the e-liquid (higher VG percentage) and sweeter the e-liquid (higher sweetener content), the more likely it is to cause burnt flavor. We recommend using sweetener free e-liquid for best coil longevity. If possible, try a different e-liquid to see if the e-liquid you are originally using is the cause of the burnt flavor.
Why am I not getting any vapour?

Check that your settings are optimum for the coil installed and ensure it hasn’t reached the end of its natural life. If it has, replace it. Make sure your battery is fully charged and take a slow steady draw. Check that the coil & tank are fully connected to the device and there’s nothing (pocket fluff, dust, dirt, e-liquid, ect) blocking the connection.

MVP5 connetor become loose

This issue can be fixed on your own with a proper set of screwdrivers.

On the top plate of your MVP5 you should see 4 screws. These are Torx T4 screws that need to be loosened to gain access to the 510 connector underneath the top plate. There is a tiny set screw underneath the 510 connector that needs to be tightened to fix the issue. Once tightened, put the 510 connector back into place and re-seat the top plate. Finally, tighten the remaining screws, and you're all set.

If you can't get it fixed on your own, then please kindly complete Replacement Merchandise Authorization (RMA) to submit an after sale claim on our website or contact support@innokin.com

Proton connetor become loose

This issue can be fixed on your own with a proper set of screwdrivers.

Please take out the two 18650 batteries in the mod, use a wrench to take the top 4 screws off, it should be the two screws holding the SS510 where very loose, please tighten it back up then everything will be great. The 4 screws are T4/T5.

If you can't get it fixed on your own, then please kindly complete Replacement Merchandise Authorization (RMA) to submit an after sale claim on our website or contact support@innokin.com

My device isn’t charging.

Your battery may not be holding a charge because:

  • The battery threads are dirty.
  • One of your chargers is not working properly.
  • The battery is faulty.

Suggestions&solutions:

  • Cleaning the charging port
  • Check for faulty chargers
    If your battery does charge properly in one charger but does not charge properly in another, your charger is faulty, not your battery.
    Please clean up the charging port, try another cord and charging the battery on a wall outlet for 3 hours to see whether it can charge.
  • Faulty battery
    If you’ve tried the tips above and your battery is not charging properly, you have a faulty battery.
    Batteries are covered by our six-month warranty. If your battery is still under warranty, you can exchange it for an operational one. This warranty applies to the product under normal use. In the event you need to exchange your Innokin product, simply complete the Replacement Merchandise Authorization (RMA) form online.
Why does my device show “CHECK ATOMIZER”?
  • It may be that your device is not making a solid connection with your tank, please unscrew the atomizer and pull out the coil and rebuilt them on, be sure the coil is installed correctly.
  • Please try with a new spare coil.
  • Make sure everything of the tank & device was situated firmly and correctly.
  • Please dry clean the 510 connector on your unit to ensure no foreign materials/e-liquid inside it.
  • Please check if contact pin inside the 510 connector is exposed and centered? Please use a flat stick or something similar to push the pin up and down repeatedly to ease a stucking issue.
My Coolfire Z50 stopped working. The screen is stuck. What should I do?

This issue can be fixed by allowing the Z50 to run entirely out of battery, turning the manual switch to "off", then throwing it on a charger until it's reached full charge. Switch the manual switch back to "on", click the firing button 3x to fully turn the device on and see if the issue persists.

The button of my device is sticking?

Please try clean the button of your device with a small amount of isopropyl alcohol and a compressed air canister if possible. Apply the alcohol around the edges of the button and let it stand for about 10 seconds before using compressed air to clean the alcohol off.

If that still does not help, please kindly complete Replacement Merchandise Authorization (RMA) from to submit an after sale claim on our website. 

My device is making a beeping noise when holding the fire button, Is that normal?

The beeping noise you hear is totally normal and is a symptom of something called pulse-width modulation, or PWM for short. In simple terms, PWM is how the device utilizes the electrical power from the battery to heat up your coil. These pulses of power can approach the frequency range of human hearing in some individuals with an acute sense of sound. Nothing can be done to avoid this noise, however it's nothing to be concerned about regarding the performance or lifespan of your product.

My Sceptre is not producing Vapor
  • Please dry clean the connector on your unit to ensure no foreign materials/e-liquid inside it.
  • Please try with a new coil and make sure you tighten everything up and the coil is fully inserted.
My Sceptre is firing on its own?
  • Check that the coil is tightened down firmly inside the pod base. A loose coil may cause intermittent auto-draw functionality issues.
  • Tighten up your airflow. On the 1.2ohm coil especially, if the airflow is set closer to the "RDL" section, this will result in spotty auto-draw functionality.
  • Make sure the connectors at the bottom of the pod and inside the pod bay on the Sceptre are clean and free of condensation and e-liquid build up. Use a cotton swab or cleaning cloth gently soaked in isopropyl alcohol to clean these areas of your Sceptre. Let them air dry or blow on the areas gently after wiping with isopropyl alcohol before inserting your pod or activating your Sceptre.

FAQs

How do I return a package?

Electronic components are covered by our limited 6-month warranty. If any of these items are defective during the warranty period, you can exchange it for an operational one. Complete the Replacement Merchandise Authorization (RMA) online. 

Can I get my money back if I have a faulty product?

All sales are final. If covered by the warranty, you are eligible to receive replacement parts only.

Is it possible to void the warranty?

Yes. If the product is used with non Innokin-certified products, used for commercial purposes, damaged by wear-and-tear, misuse, abuse or negligence, or accidentally damaged or tampered with, the warranty will be voided.

Are Innokin coils, disposables and tanks covered under the warranty?

No. coils, tanks and disposable products are NOT eligible for replacement or exchange. Contact Customer Service at support@innokin.com if you have any questions regarding your product.

How to get in contact with Innokin about warranty problems directly?

Please kindly note that we now have after-sales system on our website. You can click the following link for on-line RMA application. Our specialist will check and reply to you ASAP. Here is the link for your reference.

Replacement Merchandise Authorization (RMA)

How to track your warranty item which sent to our warranty center?

Usually, it will take 2-4weeks for our warranty center to process and send you new products, please be patient and email us at support@innokin.com if you still have not get the replacement after 6 weeks of waiting time.  

Nortification for Repeated Warranty Claim

Dear valued customer,

Thanks for purchasing an Innokin product!

We kindly remind you that each Innokin product with its unique security code is eligible for warranty service ONCE, regardless of service you receive from vendors, through Innokin support email, or our online warranty claim form. The security code of your product will be recorded within our system once it has been flagged as defective and in need of warranty service. We will not provide repeated service for products which have already been repaired or replaced through warranty once. Thanks so much for your understanding, continous support and trust.

Sincerely,
Innokin Support Team

Warranty attentions

For a better service and convenient verification, we strongly suggest our customers to keep the proof of purchase and the packages including the cover with label. While starting a warranty claim by filling in our warranty system, we need you to provide the label picture with SN number, and the security code

FAQs

Who is Innokin?

Innokin was founded in 2011 with the goal of combining technological innovation, leading designs and the highest standars of quality to create the best electronic cigarettes and Advanced Personal Vaporizers in the world. Innokin electronic cigarettes give you true vaping freedom. With Innokin e-cigs you simply add your preferred e-liquid flavors and then you select the precise power output which creates a perfect taste with the ideal amount of vapor.

Innokin vaping mods are popular in every country where there are Vapers and Innokin mods are already available in more than 5000 Vape shops across America. Innokin electronic cigarettes are far more technologically advanced and environmentally friendly than wasteful low-tech disposable e-cigs.

Who is Innokin for?

Innokin products are intended for adult consumers 21 years of age and older. This product is not intended for non-smokers and is only for people of legal smoking age according to federal, state and local laws.

Where can I get Innokin products?

If youre in the US, order Innokin products right here on our webstore: www.innokinstore.com

If youre in the UK, order Innokin products right here on our webstore: https://innokinshop.co.uk/

If youre in the France, order Innokin products right here on our webstore: https://www.innokin.fr/

If you are not in any of the countries above, you can purchase them at authorized retailers near you.

Visit our store locator to find the store nearest you: Store Locator

Why can I no longer find my favorite Innokin Products online?

Were sorry youre not able to find the product you are looking for. We discontinue some products from time to time and apologize for any inconvenience.

How to get contact with us efficiently?

We have several departments to take their own roles, so if you want to get more efficient service from Innokin, we suggest you read guides as below:
1.If you want to consult Innokin products’ introduction, online order status, or product shipment, please kindly contact at support@innokin.com
2.If you want to cooperate with Innokin to be a distributor, warmly welcome to contact at sales@innokin.com
3.If you want to get warranty service, please kindly complete Replacement Merchandise Authorization (RMA) to submit an after-sale claim on our website or contact at support@innokin.com
4.If you want to cooperate with us in social media platform, assessment activities, advertising, affiliate marketing, or media interview, please kindly contact at marketing@innokin.com
Once we get your emails or claims, we will get back to you as soon as possible.

Not Receiving Replies?

If you have contacted us recently, but have not yet received a reply, your Internet Service Provider (ISP), e-mail client (e.g. Outlook) or web-based email service (such as Hotmail or Yahoo) may be blocking e-mail from Innokin. If you suspect this is happening, please check the junk email or spam folder, as messages are often automatically moved there.