Frequently Asked Questions (FAQs)

FAQs

Login Questions

Q. I have a contact ID but how do I access JTI Advance?

A. Please use the ‘Create Account’ section when you reach www.jtiadvance.co.uk. Enter your contact ID and details to activate your account. You will then be sent an email to allow you to set up a username and password for future access.

Q. I was issued a contact ID to access JTI Advance at one point but I don’t have it any more. Can I be issued a new contact ID?

Please call the Customer Care Line team on 0800 163 503 to supply you with new details to access JTI Advance. Alternatively enter your details within Request Access and a member of the Customer Care Line team will get back to you within 24 hours.

Q. I am a tobacco buyer and would like to have access to JTI Advance. How do I do this?

You can either contact your JTI representative who will be able to issue you with a contact ID, use the Request Access form on www.jtiadvance.co.uk, or call the Customer Care Line team on 0800 163 503*.

Q. I have tried using my contact ID within the Create Account page but it isn’t working.

Have you logged onto JTI Advance before? If so, you have already used your contact ID and set up an account. Please use the login screen on jtiadvance.co.uk to enter your username and password. If you can’t remember your username or password please click the Forgotten the username you registered with or Forgotten your password links.

Q. I have forgotten my username and/or password.

Please use the Forgotten the username you registered with or Forgotten your password link on www.jtiadvance.co.uk. If you have forgotten both of these details, please contact the Customer Care Line team on 0800 163 503*.

Q. I am a JTI employee and I don’t know how to access JTI Advance.

Please use the JTI employee link at the bottom of the page on www.jtiadvance.co.uk to set up your account or log in. If you don’t know your username then please contact the JTI internal trade website manager.

Q. I am an agent and want to access JTI Advance.

Please use the agent link at the bottom of the page on www.jtiadvance.co.uk to set up your account or login.

*Calls to this telephone number may be recorded

To access the content referenced in the below FAQs, you will need to be a registered user of JTI Advance Click here to login/register

General Questions

Q. I need to contact JTI - what do I do?

A. Please refer to the Contact & Feedback section of JTI Advance, this will help direct your enquiry to the right department.

Q. What is the registered address of the JTI head office?

A. Gallaher Limited - A member of the JTI group of companies. Registered in England under number 01501573. Registered office: Members Hill, Brooklands Road, Weybridge, Surrey KT13 0QU. Gallaher Limited is the registered trading company for JTI in the UK.

Q. I want to report suspected illicit trade near me, although but I am worried someone may find out that I reported the activity

A. The Report Illicit Trade section of JTI Advance allows you to report anonymously. This information will be passed on to the relevant authorities to investigate, and your details will not be revealed unless you choose to do so.

Q. Where can I find an up to date price list for JTI products?

A. The price list is shown on this website in the Downloads footer. As long as you are logged into JTI Advance, you can download the price list.

Q. What will happen after the display ban?

A. As of 6th April 2015 it will illegal for retailers to display tobacco products to the public. You can find out how to prepare for the display ban within the Laws & Proposed Regulations section of JTI Advance.

Q. What is the status of plain packaging?

A. For a detailed update visit the Laws & Proposed Regulations section of JTI Advance.

Q. How do I find out more information about JTI products, including new products and RRP's?

A. Please visit the Products & Price Lists section of JTI Advance.

Q. There is some information that I would really like to see on JTI advance in the future. Who should I tell?

A. We would love to hear your feedback. Please use the Contact & Feedback section of JTI Advance. Whilst it's not always possible to reply to all emails individually, we review all feedback received.

Q. How will JTI use my information gathered on this website?

Please refer to the Privacy & Legal section of JTI Advance for full details.

Q. How do I opt out of email communications from JTI?

A. You can opt out by selecting the opt out link in the footer of the email that you have received.

Q. I've found a broken link on the website, who will fix it?

A. Whilst JTI Advance is maintained to the latest running software versions across computer, tablet and mobile devices there might be something that doesn’t function correctly with your particular browser if an older version is being used. Please use the Contact & Feedback section of JTI Advance to report any specific issues and we will do our best to fix it.

*Calls to this telephone number may be recorded