Troubleshooting

If you can’t find an answer that you’re looking for, feel free to reach out to customer service here.

Login & Account access

I forgot my password and can’t log in

Please click on the “Lost your password?” link on the login page to reset your password. If you’re still having trouble, feel free to contact us — we’ll be happy to reset it manually for you.

My account is locked

This usually happens after several failed login attempts. Please ensure your username and password are entered correctly. If your account has been locked, then wait a few minutes — your access will be restored automatically. If you need urgent access, feel free to contact us.

I haven't received my two-factor authentication (2FA) code

- Sometimes, 2FA emails can be mistakenly filtered into your spam or junk folder by your email provider. Please check those folders for the code.

- Make sure you're checking the correct email account—the one assigned to your subscription seat.

- Avoid making multiple code requests in a short period, as repeated attempts can trigger security measures that block further codes from being sent. If you don’t receive the code right away, wait a few minutes before trying again.

If you’ve tried these steps and are still unable to receive the code, please contact customer support for further assistance.

Account settings & Notifications

How do I change my email address or login credentials?

To update your account information or change your password, simply go to the user area on the platform. All changes can be made from there.

How do I change my newsletter preferences?

To update your newsletter preferences, navigate to the "Communications" section in your user area and choose from the available options.

I’m not receiving email alerts or newsletters

Please check your spam or junk folder in case the emails were misrouted. We also recommend verifying internally that our emails aren’t being blocked by your organisation’s security or firewall settings. If none of these seem to be the issue, feel free to contact us directly — we’ll be happy to assist.

Content & Data issues

I can't access a report or content

Some content may be restricted based on your subscription plan. Please check with your account manager to confirm your access level. This will help us determine whether it's a technical issue or an access limitation.

The data looks outdated or hasn’t been updated

Update frequencies for our data content differ depending on the type of content. For more information, please refer to our content update schedule here

Technical support

How can I report a bug or request technical support?

Please use our dedicated support channel to report any issues by emailing us at customerservice@ecigintelligence.com

How do I clear my browser cache or troubleshoot browser compatibility issues?

To clear your browser cache:

1. Open your browser settings or preferences.
2. Navigate to the privacy or history section.
3. Choose the option to clear browsing data or cache, making sure to select cached images and files.
4. Restart your browser and try again.

To troubleshoot browser compatibility issues:

- Ensure your browser is updated to the latest version.
- Try accessing the site using a different browser (such as Chrome, Firefox, or Edge).
- Disable any browser extensions that might interfere with site functionality.
- Clear cookies or try using a private/incognito browsing window.

If you continue to experience issues, please contact our support team with details about your browser and version.

Customer support & Feedback

How do I contact customer support?

Our customer support team is available weekdays during office hours (CET). Please contact us at customerservice@ecigintelligence.com for any assistance.

How can I suggest a new feature or improvement?

You can submit your suggestions directly through the suggestion box located in your user area.

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