Inspect first
Check for heat, swelling, damage, heavy leakage, a burning smell or moisture in the charging port. Stop if any are present.
RELX UK product support
Troubleshooting,
without the guesswork.
Safe, product-specific checks for RELX Infinity, Creator and MAXGO. Choose the symptom, follow the steps in order, and know exactly when to stop and contact us.
Three safe checks firstPower · connection · compatible pod
Current RELX familiesInfinity · Creator · MAXGO
Clear escalation pathSelf-check · support · warranty
Stop using the product immediately if safety may be affected.
Do not charge or continue using a product that is unusually hot, swollen, physically damaged, producing a burning smell, heavily leaking, or wet around the charging port. Keep it away from heat and contact RELX UK Support. Never open, puncture or attempt an internal repair.
Quick diagnosis
What is happening?
Select the closest symptom. Work through every step in order, using only the correct RELX pod or module for your device.
Recommended checks
No vapour
Most no-vapour cases are caused by charge, protective seals, pod seating or moisture on the contacts.
If another genuine compatible pod works, the original pod is likely the source of the issue.
Charge the device with a suitable USB cable and a standard power source.
Remove every protective seal or plug, then confirm the pod is the correct model.
Remove the pod, wipe its base and the device chamber with dry tissue, then reinsert it firmly.
Try one other genuine, compatible pod. Contact support if the fault remains.
The safe sequence
Four checks. In this order.
This sequence solves most routine issues without opening the product or attempting an unsafe repair.
Restore charge
Use a suitable cable and standard power source. Check that the port and cable ends are clean, dry and undamaged.
Clean and reseat
Remove the pod, dry the metal contacts and device chamber, then reinstall the correct pod firmly.
Test one other pod
A second genuine compatible pod helps identify whether the issue sits with the consumable or the device.
Product-specific guidance
Start with your RELX family.
RELX pods and modules are model-specific. Similar shapes do not mean cross-compatibility.
Infinity
Series
For Infinity 2 Plus, Artisan Plus and current Infinity-platform devices. Begin with charge, seal removal, dry contacts and correct pod seating.
Compatible consumableUse the RELX Pod Pro / Infinity Pod Pro product specified on your device product page or packaging.
Infinity checks
- Remove all silicone plugs and protective stickers before installation.
- Wipe condensation from the pod base and device chamber with dry tissue.
- Insert the pod fully; do not force it or use a Creator or MAXGO component.
- For Infinity 2 Plus, return to a standard output setting while testing.
- Try a second genuine compatible pod if the device still does not activate.
Closed-system product: RELX Pod Pro products are not designed to be opened or manually refilled.
Creator
Series
Creator Pro uses its dedicated modular Creator Pod. Check the complete pod assembly, airflow, power mode and liquid feed before escalating.
Compatible consumableCreator Pod only. It does not fit Infinity, Classic or MAXGO devices.
Creator Pro checks
- Assemble every Creator Pod component exactly as shown in the supplied product guide.
- After first assembly, allow time for the liquid feed to reach the heating element before use.
- Open the airflow and test in Normal mode before changing power or airflow.
- Remove the complete module, dry all contact surfaces, then reinstall it firmly.
- Use another Creator Pod to isolate a consumable issue from a device issue.
Do not mix systems: Creator components are designed only for the Creator platform.
MAXGO
MAXGO 12K and MAXGO Combo 33K use model-specific components. Verify the exact model, full assembly and saturation before testing.
Compatible consumableUse only the module supplied or listed for your exact MAXGO model.
MAXGO checks
- Confirm the pod or module belongs to your exact MAXGO 12K or Combo 33K model.
- Complete the assembly and allow adequate saturation time before the first draw.
- Begin at the lower or standard power setting while testing.
- Keep air inlets clear and wipe all joining surfaces if condensation is visible.
- Stop and contact support if the module leaks heavily or does not connect after reseating.
Model-specific: MAXGO 12K and Combo 33K components should not be assumed interchangeable.
Detailed fixes
The checks behind each symptom.
Use these answers after the four basic checks. If the product behaves unsafely, skip troubleshooting and contact us.
My RELX lights up but produces no vapour. What should I do?
First charge the device. Remove the pod and confirm every protective seal has been removed. Dry the pod base and chamber, confirm compatibility, then reinsert it firmly. Try a second genuine compatible pod. If neither pod works, contact support with a short video showing the light response.
What does a flashing light mean?
A flashing light can indicate low battery, poor pod contact or a device protection response. Charge the device, remove the pod, dry the contacts and reinsert it. Because light patterns vary by model, use your product guide for the exact signal. Stop using the device if it remains hot, damaged or repeatedly enters protection.
Why will my device not charge?
- Inspect the port and cable for damage, debris or moisture.
- Try another suitable cable and a standard USB power source.
- Allow a device stored in very cold or hot conditions to return to room temperature.
- Do not charge a wet, swollen, unusually hot or physically damaged device.
Is the liquid at the pod base a leak?
A light film can be normal condensation. Remove the pod, wipe the base and chamber dry, keep the device upright and take gentle, steady puffs. Significant liquid loss, repeated flooding or liquid from a new pod is not normal. Stop using it and contact support promptly; pod warranty claims must be raised within the applicable 7-day period.
How do I deal with a burnt, dry or weak taste?
Pause between puffs and let the product rest. Make sure air inlets are clear and, on adjustable devices, return airflow and power to a moderate setting. For a new Creator or MAXGO assembly, allow sufficient saturation time. A persistent burnt taste usually means the pod or heating component should be replaced; do not open or refill a closed-system pod.
Is light sizzling or popping normal?
A light, brief sound can be the heating element working and small amounts of condensation clearing. Stop using the product if the sound is accompanied by heavy leaking, overheating, a burning smell, damaged components or hot liquid reaching the mouthpiece.
Why does the draw feel tight or blocked?
Check that protective plugs have been removed and air inlets are not covered by fingers, debris or condensation. On Creator Pro, open the adjustable airflow while testing. Do not insert tools into the airway or heating chamber.
My pod leaked after travel or a temperature change. Why?
Changes in air pressure and temperature can move liquid inside a pod. Keep pods upright, avoid direct sunlight or a hot car, and allow the product to return to room temperature before use. Wipe condensation before reinserting. Follow airline and local rules when travelling with vaping products.
Can I refill, open or repair a RELX pod or device?
No. Closed-system RELX pods are not designed for manual refilling, and devices should not be opened or internally repaired by the customer. Opening, puncturing or modifying a product may create a safety risk and can affect warranty eligibility.
When should I make a warranty claim?
If the safe checks do not resolve a quality fault, contact us with your order number, exact product, issue description and clear photo or short video. Devices purchased from relxvape.co.uk have a 1-year limited warranty; pods have a 7-day limited warranty. Eligibility depends on the published warranty terms and proof of purchase.
Prevent repeat issues
Small habits. Better reliability.
Correct handling cannot prevent every fault, but it reduces condensation, contact issues and avoidable battery stress.
Keep contacts dry
Wipe the pod base and device chamber with dry tissue whenever condensation is visible.
Store upright
Choose a cool, dry place away from direct sunlight, heaters, hot cars and children.
Draw gently
Use steady puffs and allow short rests between them to reduce flooding and overheating.
Use the right parts
Use genuine, model-compatible pods, modules and a suitable charging cable.
Never modify
Do not open, puncture, manually refill or attempt an internal device repair.
RELX UK Support
Still not resolved?
Send a structured support request so our team can understand the product and symptom before replying. Attach your proof of purchase and any requested photo or video manually after your email app opens.
- 1 Order number or valid proof of purchase
- 2 Exact device, pod and flavour name
- 3 Clear photo or short video of the fault
- 4 Checks already completed
RELX devices1-year limited warranty
RELX pods7-day limited warranty
Need another answer?
Explore the full Product & Support Hub or contact the UK team directly.
For adults aged 18+ only. Vaping is not risk-free and nicotine is addictive. If you do not smoke or use nicotine, do not start. This guide supports routine product checks and does not replace the product instructions or RELX UK warranty terms.
