Pax Customer Support

Device

Where is the serial number located on the Era Pro device?

You'll need the serial number to register or request warranty service. To locate your Era Pro's serial number, remove the pod and look into the device. You'll find the serial printed along the top of the pod area in white.

How can I tell if I have an Era or Era Pro device?

It's easy to tell Era and Era Pro apart. The easiest way is to check the bottom. Era Pro uses a USB-C charging port. The previous Era uses a Micro-USB port. Additionally, the serial number on the Era Pro is located on the inside and top of the device. The original Era's serial number is on the outside bottom of the device.

What finishes are available for Era Pro Devices?

Era Pro comes in four finishes:

  • Onyx
  • Jade
  • Platinum
  • Crimson

Features

How is the Era Pro different from the original Era?

Era Pro is the latest addition to the Era line, and it has many new features.

  • Haptic feedback
  • Dose control
  • 14% larger battery capacity
  • USB-C charging
  • PAXSmart™ experience
  • Four finishes

How do I adjust the temperature?

You can adjust temperature on your Era Pro device using the new Pop and Click gesture.

  1. Pop your pod up — no need to take it out all the way.
  2. Quickly drop your pod back down to advance to the next temperature (no need to push it in completely). The device will vibrate and the petals will glow yellow to indicate the temperature that the device is set to.

Do steps 1 and 2 repeatedly to continue cycling through the temperature settings. When you see your desired setting, click the pod back into place.

What do the LED lights mean when charging my Era Pro?

Your device can be quickly recharged to get you back up and ready for your next use. When charging, the petals will pulse to indicate the level of charge the device currently has. The device should reach fully its charged state in around 45 minutes.

1 petal pulsing white = 0-25%
2 petals pulsing white = 25%-50%
3 petals pulsing white = 50%-75%
4 petals pulsing white = 75%-100%
4 petals light blue = fully charged

How do I check my current battery level?

Shake your Era Pro gently to display your current charge on the LED. Your current battery level will be represented by the number of petals that light up.

How do I know when it's time to charge my Era Pro?

When your device is at a low battery level, the top left petal will blink red repeatedly It will do this both when you check the battery level by shaking the device, and also after a draw.

When your device is at a critically low battery level, the top left petal will light up red for an extended period of time.

How do I charge my Era Pro device?

Era Pro can be charged using the included USB-C cable.

Please Note: Portable electronics containing lithium-ion batteries present rare, but potentially serious safety hazards, especially under hot or cold conditions. Charging of the PAX device should only be performed at temperatures between 0°C and 35°C (32°F and 95°F). To assure personal and property safety, never charge your PAX device outside of these temperatures.

Never charge or leave your PAX device in a vehicle.

What is PodID?

PodID offers much-needed transparency, providing you detailed information about what makes up your oil concentrates. So you can be informed. So you can have clarity. And, ultimately, so you can consume with confidence. With PodID, you can view the below information in the PAX Mobile App.

  • State Regulated Test Results
  • Strain and Potentcy Information
  • Oil Contents & Flavor Profile

Simply tap "View Testing Results" from your Control Center or any strain page in the PAX Mobile App.

Please note that as of 11/15/19, PAX Mobile for iOS is not available from the App Store. You may still download PAX Mobile from Google Play. Read our full statement here.

Pod

Will my older Era pod work in the Era PRO?

Yes, but without the PAXSmart™ experience. Use PodExplore to manually select your pod and view suggested temperatures along with PodID test results.

Please note that as of 11/15/19, PAX Mobile for iOS is not available from the App Store. You may still download PAX Mobile from Google Play. Read our full statement here.

Can I use my PAXSmart pod in my original Era device?

Yes, but without the PAXSmart™ experience. Use PodExplore to manually select your pod and view suggested temperatures along with PodID test results.

Please note that as of 11/15/19, PAX Mobile for iOS is not available from the App Store. You may still download PAX Mobile from Google Play. Read our full statement here.

How can I tell the difference between a standard Era pod, and the new Era pods featuring PAXSmart?

PAXSmart™ pods have a red band below the mouthpiece and say “For Era and Era Pro Devices” on the pod’s outer packaging.

Is the pod packaging recyclable?

Our childproof pod packaging is primarily constructed of recyclable paper with a layer of plastic lamination that ensures our packaging is child resistant. If you are in a region with a recycling program that can separate these two materials as part of their recycling process, then the package can be recycled. If you are not, then the packaging must be thrown in the garbage/landfill. We are exploring future packaging solutions that provide child resistance without the need for plastic lamination.

In addition to recyclability, we ensure that we source the materials as sustainably as possible.

For more information on our packaging, click here.

What materials are used in an Era pod? How is it designed?

The Era pod utilizes a single 2mm silica wick, but unlike other cartridges that only use single-ended wicks (which cause them to dry out quickly), both ends of the Era pod wick are submerged, allowing for improved wick saturation and performance across a full range of oil viscosities.

The pod tank (in contact with the oil) is designed using all food-grade plastics. Other Era pod components include gold plated brass, a nichrome heater, and cotton batting to absorb condensation.

Where can I purchase PAXSmart™ pods?

Currently, the following brand partners have PAXSmart™ pods available:

British Columbia
  • Good Supply
  • Trail Mix
  • 48 North
Alberta
  • Good Supply
  • Namaste
  • Edison
  • Trail Mix
  • 48 North
Saskatchewan
  • Good Supply
  • Trail Mix
  • 48 North
Manitoba
  • Good Supply
Ontario
  • Good Supply
  • Namaste
  • Edison
  • Trail Mix
  • 48 North
New Brunswick
  • Good Supply

We’re working to bring PAXSmart pods to other locations as soon as possible. Note that all Era pods can be vaped with all Era devices, but an Era Pro and PAXSmart pod are required for advanced features.

PAX Mobile App

How do I get the PAX Mobile App?

The PAX Mobile App is available on the Google Play Store.

You can access the PAX Web App using Chrome on a PC or Mac here.

Please note that as of 11/15/19, PAX Mobile for iOS is not available from the App Store. You may still download PAX Mobile from Google Play. Read our full statement here.

How do I pair my device to the PAX Mobile App?

To pair your Era Pro, turn on Bluetooth and location services on your mobile device, then launch the PAX Mobile App. Next, shake your Era Pro continuously for 2-5 seconds. The LED petals will illuminate blue, indicating that it's in pairing mode. PAX Mobile will take care of the rest. Follow the prompts on the screen to finish pairing.

Please note that as of 11/15/19, PAX Mobile for iOS is not available from the App Store. You may still download PAX Mobile from Google Play.

What is Dose Control?

Dose Control limits ingestion, allowing users to better understand their tolerances and manage consumption. It does not recommend or ensure ingestion of specific quantities.

Please note that as of 11/15/19, PAX Mobile for iOS is not available from the App Store. You may still download PAX Mobile from Google Play.

I can't find my pod listed in the app!

If your pod is not found, tap "report missing pod" in the search result screen.

No information is appearing when I Insert my PAXsmart Era Pod.

These features are only available only when using an Era Pro with a PAXSmart™ pod. Pods with PAXSmart™ Technology will have a red o-ring beneath the mouthpiece.

How do I know if my device is locked?

Era Pro can be locked from the app* to prevent it from producing vapor. This can be used to prevent children from using the device. If the device is locked, all four LEDs will pulse red when tryin to draw, and no vapor is produced.

The device will remain locked and will not allow any vapor to be drawn until it is unlocked from within the app. Era Pro will still show non-vapor related animations while locked.

* available only on Google Play as of 11/15/19

How do I know what temperature to use for my PAXSmart™ Pod?

Your PAXSmart™ Pod comes preset by its brand partner with a recommended temperature for the best experience. When a PAXSmart™ Pod is inserted into Era Pro, the LEDs will display the temperature setting and vibrate.

The recommended temperatures are displayed in the PAX Mobile App for Android and Web App for Chrome.