Reusable RELX devices · Quick support guide
RELX device not working?
Start with three safe checks: charge the device, clean the connection and test the pod. Many apparent device faults are caused by low power, condensation or poor contact rather than permanent damage.
Complete all three checks before opening a warranty claim
This guide is for reusable RELX devices such as Infinity, Essential, Artisan and Creator systems. Do not dismantle, refill or repair a sealed disposable or big-puff device.
First response
Three quick checks
Work through the checks in order. Stop immediately if the device is swollen, badly damaged, unusually hot or producing smoke from the battery area.
Before charging or cleaning
Remove the pod. Make sure the device and charging port are dry and undamaged. Never charge an overheating, swollen, crushed, leaking or water-damaged device.
Check the battery
Connect the device using the supplied or approved charging cable and a suitable power source.
- Charge for at least 10 minutes before testing.
- Check whether the device LED illuminates or pulses.
- Try another known-working compatible cable if there is no response.
- Avoid high-powered or damaged third-party fast chargers.
Check the connection
Condensation or residue between the pod and device can interrupt the electrical contact.
- Inspect the pod’s metal contacts and the device contact pins.
- Wipe both areas with a clean, dry cotton bud.
- For stubborn residue, lightly dampen the bud with isopropyl alcohol—never pour liquid into the device.
- Allow every surface to dry fully before inserting a pod.
Check the pod
A damaged, empty, incorrectly fitted or incompatible pod can make a working device appear faulty.
- Use a genuine, compatible RELX pod for your device.
- Remove all silicone seals and protective covers before use.
- Insert the pod fully without forcing it.
- Test with a new compatible pod if available.
Symptom finder
Common RELX device issues
LED behaviour differs slightly by model. Use these checks as a general guide and consult the instructions supplied with your specific device where available.
Red light blinks while drawing
PowerThe battery is low or has entered low-power protection.
Stop drawing and charge the device with the approved cable. Allow at least 10 minutes before testing again.
Device is not charging
ChargingFaulty cable or adapter, moisture or debris in the port, or physical charging-port damage.
Try a known-working compatible cable and safe power source. Inspect and dry the port without using metal tools. If the port is loose, burnt or damaged, stop charging and contact support.
LED activates but there is no vapour
ConnectionCondensation, dirty contacts, an empty or defective pod, or an incompatible pod.
Remove the pod, clean and dry both contact areas, then reinsert it. Test with a new genuine compatible pod. Do not force the pod or contact pins.
Device vibrates or LED flashes repeatedly
Contact alertPoor contact, condensation, pod recognition failure or a model-specific protection alert.
Clean the contacts, confirm pod compatibility and test another pod. If the same alert continues across several pods, record a short video for support.
Draw feels unusually tight or blocked
AirflowBlocked airflow, condensation in the pod chamber, protective seals still fitted or a damaged pod.
Remove the pod, check all seals are removed, gently wipe the pod chamber and device airflow area, then allow everything to dry. Never insert sharp tools into the airflow path.
Device activates by itself
Stop usingMoisture, contamination or failure affecting the airflow sensor.
Remove the pod immediately and do not charge or use the device. Keep it upright in a dry, ventilated room for at least 24 hours without applying heat. If it activates again, contact support and replace the device.
Prevent recurring faults
Simple RELX device maintenance
Cleaning condensation before it builds up can improve pod contact and airflow. Use gentle, dry methods and never open the device body.
Remove the pod
Take the pod out carefully and place it upright on a clean tissue.
Invert the device
Hold the device upside down over a tissue so loose condensation can move away from the contact chamber.
Shake very gently
Use only a few light movements. Do not strike, drop or forcefully shake the device.
Clean and dry
Wipe the pod base and device contact pins with a clean cotton bud, then allow them to dry fully.
Good habits
- Inspect and clean the contact area approximately once a week.
- Keep pods upright when they are not installed.
- Use the supplied or manufacturer-approved charging method.
- Keep the charging port clean, dry and free from lint.
- Avoid prolonged exposure to high or freezing temperatures.
Avoid these actions
- Do not wash the device or rinse it under water.
- Do not use a hair dryer, heater, flame or direct high heat.
- Do not scrape contacts or charging ports with metal tools.
- Do not open, puncture, crush or replace the sealed battery yourself.
- Do not continue charging when the port or battery behaves abnormally.
Safety first
Stop using—do not self-repair
Cleaning may help with ordinary condensation and poor contact. It cannot make a damaged lithium battery safe.
Replace or seek support if you notice
- A swollen, bulging, punctured or crushed device or battery.
- A burnt, melted, loose or physically damaged charging port.
- Severe water exposure or liquid entering the sealed device body.
- Repeated auto-firing after the pod has been removed and the device dried.
- Abnormal overheating, smoke, burning smell or battery noise.
Prepare for support
- Stop using and charging the device.
- Keep the device away from children, pets and flammable materials.
- Record the LED behaviour or fault in a short video if safe.
- Keep the device, pod, packaging and order information.
- Contact UVT Store before returning or disposing of the product.
RELX devices contain sealed lithium batteries
Opening or puncturing the device can cause fire, chemical exposure or injury. Never attempt battery replacement or internal repair yourself. Follow local battery-disposal rules when support confirms that a device should be discarded.
Common questions
RELX troubleshooting FAQ
Select a question to view the answer.
My new device does not work out of the box. What should I do?
Remove all pod seals, charge the device for at least 10 minutes, clean the contacts and test another genuine compatible pod. If it still does not work, contact support with your order number and a short video.
Can I clean a RELX device with water?
No. Do not rinse or immerse the device. Use a dry cotton bud for routine cleaning. If isopropyl alcohol is needed for stubborn residue, apply only a very small amount to the cotton bud and allow the contacts to dry fully before use.
Can I use a hair dryer after liquid enters the device?
No. High heat may damage the sealed battery and internal components. Remove the pod, stop charging and leave the device in a dry, ventilated room without applying heat. Severe water or liquid damage requires replacement advice.
Why is there liquid under the pod?
A small amount may be condensation formed during normal use. Wipe the pod base and contact chamber regularly. Continuous heavy leakage, a cracked pod or a sealed pod that is unusable should be reported within seven days of delivery.
Can I open the device or replace the battery?
No. RELX devices contain sealed lithium batteries. Opening, puncturing or modifying the device is dangerous and may invalidate warranty support.
How long should a damp device be left to dry?
For minor condensation around the pod chamber, keep the pod removed and leave the device in a dry, ventilated room for at least 24 hours. Do not charge it while damp. A submerged or severely water-damaged device should not be reused.
Does this guide apply to MAXGO, Ice King or disposable products?
No. This guide is primarily for reusable RELX pod-system devices. Do not dismantle, refill or internally repair sealed disposable or big-puff products. Contact support with the exact product name for model-specific advice.
When should I submit a warranty claim?
Submit a claim when the device remains faulty after safe charging, cleaning and testing with a compatible pod—or immediately if the device appears unsafe. Eligible reusable devices have a one-year commercial warranty. Pod and consumable quality issues should be reported within seven days of delivery.
Still not working?
Contact our international support team with your UVT Store order number, device model, a description of the problem and a clear photo or video. Do not return the device until support provides written instructions.
