Frequently Asked Questions

Why does VUSE's website require a lengthy age-verification process while other e-cigarette brands don't require lengthy age-verification?

It is a guiding principle and belief of the operating companies of Reynolds American Inc., including R.J. Reynolds Vapor Company, that minors should never use tobacco products, and that the marketing of tobacco products should not be targeted to minors. Therefore, access to the VUSE website is restricted to age-verified (age 21+) tobacco consumers. The company also supports legislation that prohibits the use and possession of these products by minors.

What do I do if I am not instantly age-verified?

You can wait, and we will attempt our secondary age-verification process. It can take about 5-7 days. After we confirm your age, we will send you a confirmation e-mail with your user name and password.

What do I do if I am not age-verified after the secondary process?

We will send you an age-verification form in the mail to fill out and return to us with a copy of a government-issued ID. After we confirm your age, we will send you a confirmation e-mail with your user name and password.

I am an adult tobacco consumer aged 21 or over. Why couldn't I be verified?

We use several age-verification services to confirm your identity and age. Common things like a recent move or spelling your name differently than you do on your government-issued ID could cause an error in the systems we use. If we are unable to electronically age-verify you, we will send you an age-verification form in the mail for you to fill out and return with a copy of a government-issued ID. After we confirm your age, we will send you a confirmation e-mail with your user name and password.

I am a legal-age tobacco consumer, but I'm under 21. Why can't I access your site?

It's our policy to market only to adult tobacco consumers age 21 or over.

I forgot my password. What do I do?

Click on Forgot Password on the log in page to go to our password recovery page. There you will be able to enter your e-mail, answer the security question you previously set up and retrieve your password.

What do I do if I forgot what e-mail address I used to register?

Give us a call at 1-877-614-VUSE (8873) and we can look it up for you. Our VUSE experts are available Monday through Friday from 8:00 AM - 10:00 PM Eastern Time and on Saturday from 10:00 AM - 8:00 PM Eastern Time.

My password is not working. What do I do?

Click here to go to our password recovery page. There you will be able to enter your e-mail, answer the security question you previously set up and retrieve your password.

I am having a technical issue with your site. What do I do?

Ensuring you're using a common browser that's updated to the latest version fixes most issues. You can call us at 1-877-614-VUSE (8873) and tell us the specific problem you're having, the name and version of the browser you're using, and what kind of computer you have. This will help our webmaster better diagnose the issue.

What if I have other non-technical questions not answered here?

Feel free to give us a call at 1-877-614-VUSE (8873).