International
Assistance.
If your Vuse Ultra device stops working while you’re abroad, we’ll help keep you vaping. Get a replacement, keep your receipt, and we’ll make it right when you return home. T&Cs apply.
What to do if your device breaks abroad
Just follow these steps to get a replacement and claim your refund once you're home.*
01
Your device stops working
Just follow these steps to get a replacement and claim your refund once you're home.*
02
Buy a replacement
Purchase a new Vuse device locally, and ensure that you keep your receipt and faulty Vuse Ultra.
03
Refund request
Once you're back, contact Customer Care and share your proof of purchase with the team.
04
Refund issued
Once verified, your refund will be processed.
Experience
premium support.
What international assistance includes.
Wherever you are, UltraCare helps you stay protected. If your device breaks while you're away you can get a replacement and claim a refund when you're back in the UK.
Home Delivery
Get a new Vuse Ultra device delivered to your house, once you’ve claimed your refund.
Availability
Claim up to £30 for a replacement device. If Vuse Ultra is available in that country, you can buy it even if it costs more.
Simple Refund
Keep your receipt, contact support within 14 days of your return to the UK.
Exchange Rate
Refunds based on the exchange rate on the day of your purchase.
Got questions?
We’ve got answers.
You can use Vuse Pods or Vuse Ultra Pods with the Ultra device. However, only Vuse Ultra pods allow the Vuse Ultra device to display the liquid level, flavour and nicotine strength of your pod, in addition Ultra pods allow you to explore your pod flavour usage further in the MyVuse App.
When not puffing, charging or responding to button presses the Vuse Ultra screen is off and the device is using minimal power. You do not need to lock or remove the battery to conserve power, and we do not recommend removing the battery during normal use as it could become damaged.
We recommend you don’t remove the battery during normal use of the device to avoid damage to the battery, however, if the battery accidentally comes out of the device, check it for obvious damage before inserting it back into the device.
Download the MyVuse App by scanning the QR code on your Vuse Ultra screen, packaging or visiting the Vuse website.
To pair your Vuse Ultra to the MyVuse App, click the Menu button five times in 2.5 seconds. The Vuse Ultra screen will display the Bluetooth icon and the device name. Simply follow the instructions on the MyVuse App to get started.
If the battery does not appear damaged, try charging your device. If the device still does not start, remove the battery and contact Consumer Care.
When you first take the device out of the box, insert the battery into the bottom of the device. The VUSE logo on the battery should be facing up and the battery will click into place. Once inserted, the device will start and show the welcome message on the screen.
It is recommended that you charge your device before first use, using the charging cable provided.
Simply insert a Vuse Ultra Pod or Vuse Pod into the top of the device, the pod will be held in by magnets and the device will show that the pod is recognized. You can then simply puff on the pod.
For information on charging the device or trouble-shooting – please see later sections.
The battery for your Vuse Ultra is provided in the box, underneath the device and instructions for use leaflet. If the battery appears damaged, do not use it and contact Consumer Care. Only use the battery provided with your Vuse Ultra device.
We recommend you don’t remove the battery during normal use of the device to avoid damage to the battery, however, if the battery accidentally comes out of the device, check it for obvious damage before inserting it back into the device.
If the battery does not appear damaged, try charging your device. If the device still does not start, remove the battery and contact Consumer Care.
You can use Vuse Pods or Vuse Ultra Pods with the Ultra device. However, only Vuse Ultra pods allow the Vuse Ultra device to display the liquid level, flavour and nicotine strength of your pod, in addition Ultra pods allow you to explore your pod flavour usage further in the MyVuse App.
Vuse Ultra Pods contain a pod chip, that allows your Vuse Ultra device to read data about the pod. It works in the same way as a Vuse Pod and has a silver-coloured logo on the pod for easy identification.
When the pod stops producing vapour and the device still has battery charge, or when the taste or quality of the vapour deteriorates.
Vuse Ultra pods contain a data chip that the Vuse Ultra device can read. The chip contains information on the pod liquid and manufacturing that is then displayed on the device screen and in the My Vuse App.
The pod or device may be faulty, or the pod inserted too quickly. Remove the pod and ensure the pod and device are clean and free of liquid, alternatively try another Vuse pod from a reputable supplier or Vuse website.
You can check your liquid level when using Ultra pods in the Ultra device by clicking the Menu button twice (one click for battery level, then click for liquid level). Alternatively, you can simply remove the pod from device to see the liquid remaining in pod.
Download the MyVuse App by scanning the QR code on your Vuse Ultra screen, packaging or visiting the Vuse website.
To pair your Vuse Ultra to the MyVuse App, click the Menu button five times in 2.5 seconds. The Vuse Ultra screen will display the Bluetooth icon and the device name. Simply follow the instructions on the MyVuse App to get started.
When not puffing, charging or responding to button presses the Vuse Ultra screen is off and the device is using minimal power. You do not need to lock or remove the battery to conserve power, and we do not recommend removing the battery during normal use as it could become damaged.
Download the MyVuse App by scanning the QR code on your Vuse Ultra screen, packaging or visiting the Vuse website.
To pair your Vuse Ultra to the MyVuse App, click the Menu button five times in 2.5 seconds. The Vuse Ultra screen will display the Bluetooth icon and the device name. Simply follow the instructions on the MyVuse App to get started.
In the MyVuse App you can enable the Auto-lock feature. The Auto-lock feature will lock your device when the device is not within range of your phone and after a certain period of time.
When the Menu button is pressed five times within 2.5s the device will go into pairing mode. If checking the device status, press the button more slowly to select between battery level and liquid information to avoid starting pairing mode. If locking/unlocking the device only press three times in 2.5s.
