Frequently Asked Questions


Q: I forgot my password. What should I do?
A: Follow the instructions and your password will be e-mailed to you.

Click on Forgot Your Password?
Enter your e-mail address and hit the SUBMIT button.
An e-mail will be sent to you with your password included.


Q: I have entered my login information and cannot get into the site. What should I do?
A: After you tried logging in, you should receive a message telling you whether your e-mail address or password has been entered incorrectly. If you have forgotten your password, then click Forgot Your Password?


Q: Where can I go if I'm still having trouble logging in to my account?
A: Please provide us details of your issue via the Contact Us link at the bottom of the home page.


Q: I’m having some problems seeing certain images and reading the messages on this site. What is causing this issue?
A: If some of the images are not appearing on the site, please view the site in one of the following browsers:
Internet Explorer 10+ (Win)
Firefox 16+ (Win/Mac)
Safari 6+ (Mac)
Google Chrome 14+


Q: I’m having difficulty seeing the whole page. What should I do?
A: Check to see if your “pop-up” blocker is on. If so, you need to turn it off to view the entire page.


Q: May I opt out of receiving e-mails in the future?
A: Yes. Click the My Account link. Select the Communications tab, then check the appropriate box to alter your e-mail preferences. Upon completion, click Update to submit any changes.

Or you can send a written request to:
Swedish Match North America, Inc.
P.O. Box 986
Owensboro, KY 42302

Please provide us with your exact name and address when writing to us. We will be sure to have your name removed from our mailing list. Or, you can e-mail us at It may take up to 10 business days to process your request.


Q: How is my privacy protected?
A: We take your privacy very seriously. Read our Privacy Policy for details.


Q: Who can I contact if I have an issue that is not addressed in the FAQs?
A: Please provide us details of your issue via the Contact Us link at the bottom of the page.