Product FAQ's

                                                 Closed Systems

Q.  The customer says the device/battery isn’t working, what do I do?

A.  There are several reasons why the device will not work

     1. Low power: The red LED indicator will flash 20 times then enter sleep mode when the battery is low. Now it’s time to charge the device.

     2. Empty pod: The red LED indicator will flash 2 times quickly when there is no longer liquid in the pod. Replace the pod with a fresh one.

     3. POD or device issue: The red LED will flash red 3, 5 or 7 times to indicate there is an issue. Place the device on charge, clean the pod and try using again. If the issue continues, change the pod. If there is still an issue, then replace the device.

Q. The customer said the pod stopped working while they were drawing on it.

A. If continuously vaping over 8 seconds the red LED will flash 10 times and device ill shut down. Place the device on charge and try using again. 

If the customer did not draw for an extended period, see answer above to why device/battery isn’t working.

Q.  My pod appears to have leaked in the packet, what’s happened?

A.  PODs are not airtight as air needs to run through them to release the vapor. Pressure changes, especially air travel / freight can force liquid into either the base of the white cap or the chimney. 

The foam pad at the base of the white cap, is designed to capture any liquid that may escape while pressurized. If any liquid is still on the pod, wipe off with a tissue. 

If there is liquid in the chimney, simply slide a tissue into the chamber and the liquid will be absorbed.

Q. The customer is concerned about a popping noise when the pod is first activated.

A. This is normal, the pod will pop or crackle when it is first drawn upon, this is to initiate the pod. 

Q.  The customer has asked whether they will get a burnt taste when the pod is running out.

A. Wild by Instinct products have an automatic dry burn cut off, meaning they will not activate dry, causing a burnt taste, or dry burn.

Q. The customer is asking why Wild by instinct is 1ml when competitors are 1.5ml or larger in capacity, why is that.

A. The pods are designed to be precise dose, meaning that the 1ml pod will deliver the equivalent of 20 cigarettes. Larger pod sizes are not precise dose and risk delivering more than 20 cigarettes a day worth of nicotine to the customer. 

Q. How many times should I puff on the pod to match a cigarette?

A. Puff 10 times on the Wild by Instinct pod, to get the same nicotine as 1 cigarette. 

Q.  How long does it take to charge a Wild by Instinct device?

A. It takes 30 minutes to charge using a USB-C charging cable.

Q. Can I leave my Wild by Instinct device charging overnight?

A.  It is not recommended to charge the device longer than the required time for the device to charge.

Q. Should I clean my Wild by Instinct device?

A.  It is recommended that you clean weekly the device. A cotton bud wiped across and around the points of the device will be sufficient. 

Q.  How long should the device last on a full charge?

A. The device is designed to last longer than the pod takes to be consumed. 

Q.  How hot does a Wild by Instinct pod burn?

A.  A Wild by Instinct is heated by a medical grade, stainless steel coil, to an even 195 degrees, as burning above 200 degrees, leads to an increase in Aldehydes being produced in the vapor inhaled. 

                                                          Liquids

Q.  Will the 30ml or 60ml liquids work in any open device?

A.  The liquids are designed for specific needs throughout the cessation pathway, have different nicotine types and are designed for different units. The 30ml is designed for a smoker not long from quitting smoking, who are looking to spend less per month than their closed pod counterparts. They uses a nicotine salt (fast acting nicotine) and designed to be used with the Wild by Instinct Pro Pod. 

The 60ml is designed for a smoker taking longer to quit, it uses a freebase nicotine (slow release nicotine) and is designed to be used with the Wild by Instinct W75 unit. 

Q. How do I find a flavour that isn't Tobacco, Mint or Menthol?

A. The TGA only allows manufacturers to produce a Tobacco, Mint or Menthol flavour. 

                                                     Pro Pod Hardware

Q. Why is there liquid coming out of the air adjustment on the back?

A. The Pro Pod has a slide top fill, as shown in the instruction booklet. If you fill the Pro Pod through the centre of the mouth piece, it will flow straight out of the air flow adjustment.

Q.  How often should I change over the Pro Pod?

A.  We suggest the pod will last between 5 and 7 days, but that will depend on individual usage.

Q. My device won't turn on, what do I do?

A.  There is a built in child safety, which means you need to click 5 times quickly to turn the unit on or off. Think of clicking a pen quickly, the devices are the same. 

                                                 W75 Hardware

Q. Why is there liquid coming out of the air adjustment on the back?

A. The W75 has a bottom fill, as shown in the instruction booklet. If you over fill the tank, it can flow straight out of the air flow adjustment.

Q.  How often should I change over the coil?

A.  We suggest the coil will last between 5 and 7 days, but that will depend on individual usage.

Q. My device won't turn on, what do I do?

A.  There is a built in child safety, which means you need to click 5 times quickly to turn the unit on or off. Think of clicking a pen quickly, the devices are the same.