XKAH Pro & XKAH Lite Complaints & Self-Help

Power supply making noises

If the power cable is making noises, there may be a defect. In this case, stop using it to avoid further damage.

Solution: Stop using the power supply and fill out the complaints form.

Molasses or moisture on the contact points

Check the contact points on the XKAH Lite body and on the XKAH Lite head element. Molasses or liquid in this area prevents the device from starting.

Solution: Clean the contact points thoroughly and dry them completely so that no molasses or liquid remains.

Device starts up and then simply switches off

Check your XKAH Lite for dirty or damp contacts and check whether your power supply is making clicking noises.

Ring flashes red 3×

Start the preheat again. In many cases the process runs normally on the second attempt.

Device restarts in the middle of preheating

Make sure the XKAH Lite head is seated fully and flat on the device.

Ring flashes red 6×

If the ring flashes six times when you try to start a mode, your XKAH Lite is telling you that the XKAH head or the heating plate is not seated on the body at all, or not seated correctly.

Solution: Check the seating of the head element, check the contact points for liquids and molasses, and place the heating plate or head element onto the XKAH Lite body once again.

Device switches off during the preheat phase and does not restart

Check whether your cable is seated correctly and whether the power supply is making noises. There is most likely a minor defect in the power supply.

Pod packing and tobacco

The tobacco should be packed loosely and fluffy into the pod – less is more. First stir it thoroughly, then let it fall loosely into the pod without packing it too tightly. Afterwards, use the pointed end of your XKAH fork to gently distribute it into the lower corners.

Pro tip: Create a small hole in the tobacco in the centre of the pod. This allows air to flow through more easily and gives the tobacco a bit more flavour.

Dirty pod or device

Keep your XKAH Lite clean regularly, as recommended by the manufacturer. You can find our detailed cleaning guide on our blog and on YouTube.

Wrong or leaky seal

Only use the XKAH seals included in the package. The connection between the XKAH Lite and the pipe must be 100% airtight – otherwise the result will suffer significantly.

Molasses underneath the heating plate

If molasses has collected in the XKAH Lite head underneath the heating plate, light smoking can occur after starting a session. The cause is the molasses burning off.

Solution: Clean this gap as well, using a cotton swab pressed flat. A dry run also helps: run the XKAH once at the highest heat setting without a pod – a good thing to do in between after several sessions.

Heat management and settings

Check your heat settings and use the correct temperature for each tobacco type: Virginia tobacco is smoked at a lower temperature (260–270 °C), dark blend tobacco at a higher temperature (290–305 °C). More information will be available soon in our XKAH guide.

Lock feature accidentally activated

If you turn the dial and the settings don't change, you have most likely locked your XKAH Lite accidentally using the lock feature.

Solution: Press the middle button twice in a row, then hold it down until your XKAH emits a sound – so 2× middle button, then hold the middle button once until the beep.

Dirty contact points

Battery fully charged and inserted, but the XKAH Pro is not responding? The contact points on the underside of the battery are usually dirty, preventing the device from detecting the battery.

Solution: Gently rub the contact points with a cotton swab. Reinsert the battery and press the start button five times – done.

Battery not clicking into place

First check whether there are any tobacco residues on the underside of the battery or inside the device. The underside of the battery must be completely smooth and clean.

If the battery still won't click into place, there is a mechanical issue – in this case the warranty applies. You can use a second battery or device beforehand to test whether the problem is with the battery or the device itself.

Ring of Death

Is your XKAH Pro glowing red continuously and no longer usable? This is known as the "Ring of Death" – a defect that cannot be fixed on your own.

Pod packing and tobacco

The tobacco should be packed loosely and fluffy into the pod – less is more. First stir it thoroughly, then let it fall loosely into the pod without packing it too tightly. Afterwards, use the pointed end of your XKAH Pro fork to gently distribute it into the lower corners.

Pro tip: Create a small hole in the tobacco in the centre of the pod. This allows air to flow through more easily and gives the tobacco a bit more flavour.

Dirty pod or device

Keep your XKAH Pro clean regularly, as recommended by the manufacturer. You can find our detailed cleaning guide on our blog and on YouTube.

Wrong or leaky seal

Only use the XKAH Pro seals included in the package (two sizes available). The connection between the XKAH Pro and the pipe must be 100% airtight – otherwise the result will suffer significantly.

Fahrenheit instead of Celsius

If you think your XKAH Pro is no longer heating properly, check whether your device has switched from °C to °F. You can see this in Custom Mode in the temperature setting. If it shows e.g. 262 °F, that is only 128 °C – which may be the reason for the lack of smoke production.

Solution: Go to Custom Mode and, in the temperature setting screen, hold down the two outer buttons of your XKAH Pro until the display switches back to °C (Celsius).

Re-insert the battery

Remove your battery and reinsert it. In most cases the screen will respond normally again afterwards.

Pod packing

If there is too much tobacco in the pod, it cannot heat up properly and air can no longer flow through it. Pack the tobacco loosely and fluffy – less is more.

Fahrenheit instead of Celsius

Check whether your device has switched from °C to °F. You can see this in Custom Mode in the temperature setting. If it shows e.g. 262 °F, that is only 128 °C.

Solution: Go to Custom Mode and, in the temperature setting screen, hold down the two outer buttons until the display switches back to °C (Celsius).

Tobacco type and temperature

Make sure to use the correct temperature for each tobacco type: Virginia tobacco is smoked at a lower temperature (260–270 °C), dark blend tobacco at a higher temperature (280–300 °C).

Charge fully before every session

Do not start with a half-charged battery – this ensures you have the full runtime available.

Avoid deep discharge

Never let the battery run completely flat, and do not store it in a discharged state for extended periods. This permanently reduces the maximum capacity.

Pay attention to the battery signal

The device signals a low battery level with three short beeps – charge it in time or swap the battery.

Tip: A second XKAH Pro spare battery is worth it – simply swap it out and charge the empty one at your leisure without interrupting your session.

Visibly broken part

Is your hinge, XKAH Pro Bottom Part, or another component of your XKAH Pro visibly broken? If your XKAH Pro is still within the one-year warranty period, please fill out the XKAH Pro complaints form. Send us a clear photo of the damage so we can process your request quickly.