Club Penguin Help

Frequently Asked Questions

How do I...

* Become a member?
* Cancel my membership?
* Find my activation code?
* Change my password?
* Become a moderator?

1. Create a penguin.
To do this, select the "Create an Account" link at play.clubpenguin.com and follow the instructions. Be sure to activate the account before proceeding

2. Choose your membership package.
Once your penguin account is activated, visit our Membership page and select a membership package.

3. Confirm your membership.
Check your email to find your membership receipt confirming your purchase. The next time you login to play, your membership will be waiting for you.

Membership cancellations only apply to monthly memberships purchased using a credit card. These memberships automatically recur each month to ensure uninterrupted membership service.

You may cancel your membership at any time. You will still receive the full membership period that you have purchased.

Canceling a membership requires the penguin name and password. If you don't know your password, please visit Forgot Password to have it emailed to you.

To cancel the membership, please visit our Cancel Membership page.

To resend your activation code, follow these steps:

1. Click on the link below. If nothing happens when you click on the link (or if you use AOL), copy and paste the link into the address bar of your web browser. http://support.clubpenguin.com/lost-code.php

2. The link will take you to our Lost Activation page. Fill in the appropriate fields to resend your activation code.

Note: Be sure emails from support@clubpenguin.com are not blocked!

Some email providers may automatically put emails from us into your ''junk'' or ''bulk'' mail folder. Please check there if you do not see the email in your Inbox.

If you cannot find your activation code, try creating another penguin.

So you can't remember your password? No problem. You can create a new password. To do this, you need your penguin name and the email address used to activate your Club Penguin account.

There are a few reasons you may need to change your password. Here are a few:

* if you think someone knows your password
* you can't remember your password
* your current password isn't working

f you want to be a Club Penguin Moderator (aka CSR or “Community Service Representative”), you must be 18 years of age or older, and live in or near Kelowna, British Columbia, Canada.

As a safety precaution, each moderator has to be at least 18 because they are dealing directly with children and have to pass a criminal record check. Our moderators work together as a team in the Club Penguin office. This is a part of our safety measures – we need to know who is moderating to keep Club Penguin safe.

CP Rules !!!

There are 4 simple rules to Club Penguin. They are:

1. Respect other penguins - Club Penguin does not tolerate any swearing, cheating, bullying or mean behavior toward other penguins. Disciplinary action will be taken should any one of these occur while playing.

2. Never reveal your personal information - The best way to stay safe online is to NEVER share your real name, phone number, address, email or passwords.

3. No inappropriate talk - References to drugs and alcohol related activities, and sexual, racial or otherwise inappropriate talk are not permitted.

4. No Cheating - Any use of third party programs to cheat is not allowed. Players who use any third party programs while playing risk being permanently banned.

Techinal Problems

Cache
When you visit a web page, your web browser will store the page on your computer in something called a cache. If you visit the same page more than once, your browser will go to the version saved in the cache to save time. That's a good thing, but it might also mean that you're seeing an older version of the web page. You need to clear out your cache to get rid of the older version.

Internet Service Provider (ISP)
The company that provides access from your home computer to the Internet. An ISP usually charges you a fee every month.

Firewall
A set of programs that is designed to keep unwanted or unsafe information from getting to your computer through an Internet connection. It's like a locked door that blocks intruders.

Flash Player
A flash player is a computer program that lets you listen to music and sound and watch video and animation on your computer. When you connect to an Internet site that uses music or graphics, your flash player will help you interact with that site.

Modem
A device that takes the signal from your computer and transforms it so it can be sent over a telephone line.

Pixel
Every picture on you see on a computer screen is actually made up of tiny little squares. Each of these squares is called a pixel.

Port
Your computer has many ports. When information arrives at your computer from the Internet, one of the ports will receive that information.

Router
A router is kind of like a traffic officer. When information from a computer reaches a router, the router decides which path on the Internet that information will travel.

Screen Resolution
A measurement that tells you how detailed an image on a computer is displayed. The measurement shows how many pixels are in an image. The more pixels you have, the more detailed your image will be.

Server
A server is a system of computers that delivers information and programs to other computers that are connected to it over the Internet. To play Club Penguin, you have to connect to one of Club Penguin's servers.

Spyware
A company can download a spyware program without you even knowing about it. The program monitors your activity on the Internet. It can interfere when you are trying to make an Internet connection or log on to a website.

Virus
A dangerous computer program that can harm the software running on your computer. You can download a virus off of the Internet without knowing it.

Web Browser
When you log on to the Internet, you use a web browser to help you visit different sites. The name of your browser should be on the icon that you click on when you connect to the Internet. It will also appear at the top of your screen when you are connected.

Club Penguin Safety

Staying safe online is very important. Following the Club Penguin Rules is one way everyone can help keep Club Penguin safe. Anyone found breaking any of these rules will be banned from 24 hours to forever depending on the offense.

Member accounts will not be reimbursed for time lost during a ban.
How a Penguin is Banned

Automatic bans occur when an account is found using inappropriate language currently flagged by our security functions. These bans take effect immediately.

Bans assigned by a moderator can be applied at any time when accounts are found breaking the Club Penguin Rules.

* A penguin is reported either by a player or a moderator for breaking the Club Penguin Rules. A record of all conversation, including filtered messages, taking place when the report was initiated is sent to Club Penguin moderators.

* Moderators review the conversation and will ban accounts found breaking the Club Penguin Rules. Accounts are banned for 24 hours, 72 hours or forever depending on the offense.

Ultimate Safe Chat
Players with accounts set to Ultimate Safe Chat mode can communicate using the predefined menu of phrases, emotes, actions and greeting cards. They cannot type their own messages. These players can only see other Ultimate Safe Chat messages.

There are dedicated Ultimate Safe Chat servers in Club Penguin. To choose one of these servers, look for the speech bubble icon when selecting a server.

Standard Safe Chat
Standard Safe Chat allows players to type their own messages. Every message goes through a sophisticated filter which blocks inappropriate words and phrases before it can be viewed by other players. Although the filter is continuously updated, comments that could be offensive to some players may occasionally get through. To further protect the security of Standard Safe Chat participants, moderators monitor what's going on and receive player reports of misconduct.

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Penguin Mail

You can chat with friends using the predetermined phrase menu or you can type your own messages. To use the predetermined phrases, click the speech bubble icon on the far left of your screen menu.

To type messages you must be set to Standard Safe Chat. Click your mouse inside the chat bar at the bottom, middle of your screen, use your keyboard to type phrases and then hit enter.

Penguin Mail

Use Penguin Mail to send postcards to penguins. To access your inbox, simply click the envelope icon at the top left of your screen. You can do everything from your inbox, including:

- Send a new postcard
- View postcards
- Save postcards you've received
- Send mail to buddies (even when they're not online!)
To send a postcard, open the postcard catalog, select a buddy and the postcard you want to send. Preview the postcard and then click yes to send.

Postcards cost 10 coins to send.

Emotes
Emotes are a great way to communicate with other penguins. Emotes are small icons that display a thought or emotion. Find a list of common emotes when you click the smiley face icon second from the left on your tool bar.
Quick Keys

You can display emotes and do actions using keyboard shortcuts. Below is a list of quick keys. Try them out next time you log in to play Club Penguin!
Some quick keys are:
Actions

Your penguin can do several different actions. Click the sitting penguin icon on your tool bar. It is the third icon from the left. Choose an action and watch your penguin. You can sit, dance and wave. To throw a snowball, click the snowball icon on your tool bar and click the area you want to throw it.

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Rumors...

Club Penguin is full of secrets!
To discover them, explore the island and click on items to find unique animations and fun surprises. Remember to check every catalog, the map and the newspaper for more secrets.

Collectible Pins
Every two weeks a pin is hidden in Club Penguin. Search for one by yourself or with friends. Look for a small icon—click it to add it to your inventory and display it on your player card.
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Special Roles

Secret Agents
Tours
Tour Guides
Secret Agents

Players who are at least 30 days old can apply to become a Secret Agent. This is a big responsibility—an important part of your job is to help keep Club Penguin safe. To apply, click on the “M” located at the top right corner of your screen. Click “Become a Secret Agent” and take the quiz.

If you are accepted into the Penguin Secret Agency (PSA) you will receive a spy phone on your player card. Use it to learn more about the PSA and being an agent.

From time to time, you will be asked to go on a special mission. Missions require agents to solve problems using their knowledge of Club Penguin and an array of spy gear. Missions are assigned in the HQ. Click the Top Secret console to get started.
Tours

New penguins are encouraged to take a tour of the island with an official Tour Guide. It is a great way to learn about the island and get to know your way around.

To take a tour, go to the Tour Booth located in the Ski Village and look for penguins wearing the Tour Guide hat. Ask for a tour and follow the guide's lead.
Become a Tour Guide

Being a Tour Guide is a fun job! You get to show newcomers around the island. To apply, go to the Tour Booth in the Ski Village and take the quiz. You must be at least 45 days old, have a great attitude and want to help others.

Once you are accepted, read the Tour Guide manual to learn how to give a good tour and design a route.
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Characters

Rockhopper is an adventuring penguin. He sails the seas in his ship, the Migrator, in search of treasure and adventure. He returns to Club Penguin approximately every two months with items to sell.

When he's in Club Penguin, his ship is docked at the Beach, next to the Lighthouse. You can board the ship and visit the Main Deck and the Hold.

Find out more about Rockhopper by reading his journal. It is located in the Book Room.

Can I really meet Rockhopper?
Yes! Whenever his ship is docked at the Beach, you may be lucky enough to meet him. He likes to hang out on his ship. If you don't find him there, ask around. He is a red penguin who wears the name Rockhopper and has a black beard and pirate hat. He considers himself a friend to everyone in Club Penguin and would love to meet you too.
Can I travel with Rockhopper?

Rockhopper is the captain of his own ship, and except for the addition of Yarr, he prefers to travel alone.

How can I find out more about Rockhopper?
Read his journal! It is located in the Book Room above the Coffee Shop in the Town Center.



Aunt Arctic
Aunt Arctic is the weekly advice columnist for the Club Penguin Times. Every week she answers two questions sent to her by penguins from around the island.

She first started writing for the newspaper in May, 2006. She loves to receive questions. She receives a lot of mail and does not have time to respond personally to questions. Read her column each week to see if she answers your question.

Can I meet Aunt Arctic?
Aunt Arctic is very busy with her writing. You can't meet her right now, but read her column and send her a question. She might just answer your question!
How do I send Aunt Arctic a question?

Go to Aunt Arctic's column in the newspaper and click on the 'send a question' icon. Write your question in the message box and click send.

Can I write for the Penguin Times?
Absolutely! To submit your stories, jokes, poems or riddles go to page D1 and D2 of the Club Penguin Times the next time you are online. If you like drawing, you can submit artwork to be published. There are too many submissions to publish all of them, so only a selection will be used.


Gary the Gadget Guy
Gary is Club Penguin's resident inventor. He has built plenty of inventions that penguins all over the island now enjoy: the clock tower at the Snow Forts, the Pizzatron 3000, jet packs in Jet Pack Adventure, and the AC 3000 cooling system are just a few.

Gary is always busy with new inventions and doesn't spend a lot of time socializing. He prefers to work alone.

Can I meet Gary the Gadget Guy?
Gary is a very busy penguin and a little reserved. He does not make public appearances in Club Penguin.

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Igloo's

Every penguin has an igloo to call home. Click the home icon on your player card to go to your igloo.

Members can give their igloo its own unique look. Design and decorate with furniture and new igloo styles. Click the measuring tape icon on the right of the screen to edit your igloo and get started!

The Better Igloos catalog is updated every two months. The catalogs are located on the right side of your igloo screen. When you buy furniture it is placed in the storage box at the top right side of the screen.

To decorate, click the storage box, choose one item at a time and place it in your igloo. Click and drag items to move them around and use the arrow keys to rotate them. Choose an item and drag it outside the igloo frame to remove it and place it back in storage.

Turn on some tunes with the stereo or jukebox. When you place it in your igloo, click the cassette tape on the upper right and choose the music you want.

Click the floppy disk icon to exit edit mode. You must do this to leave your igloo, waddle around or to save your changes.
Visitors Welcome

Penguins love to have parties and igloos are popular places to have them. Once you've decorated and want to have some penguins over for a visit, open it on the map. Click the lock icon on the right side of the screen and your igloo will show up on the map so other players can join the fun at your place. Close your igloo by clicking the lock icon.

Penguins are known for their creative decorating—to check out other igloos, open your map and click the big white igloo. Choose a name from the list to make a visit. Your buddy list is another way to visit friends' igloos—even when they're offline.
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Games In Club Penguin

Find Four
In the Ski Lodge and the Lodge Attic you can play this game with a friend. To win, stack four pieces in a row diagonally, vertically, or straight across. Alternate turns with your opponent.


Hockey
This team sport is located at the Super Rink by the Snow Forts. The puck is moved around the ice when the first player to reach the puck moves in the direction they want the puck to go. Ice Hockey is a great way to have fun with friends—no coins are awarded in this game.

Mancala
Play this game with a friend when you go to the Book Room located above the Coffee Shop. Alternate turns with your opponent; the game ends when a player has no more stones in his/her side of the board. The player with the greatest number of stones in his/her Mancala is the winner. Click on the Mancala poster at the back of the Book Room to read more instructions on how to play.

Sled Racing
This multi-player game is one of Club Penguin's most popular pastimes. Join a race when you go to the Ski Hill. Choose a run; the race begins when each sled seat is filled. Use your arrow keys to move your sled and avoid obstacles.

Treasure Hunt (only available when Rockhopper's ship is docked in Club Penguin!)
Go treasure hunting with a friend in Rockhopper's ship, the Migrator, when the pirate docks in Club Penguin. Go to the Captain's Quarters, located below deck, and click on a pile of buried treasure.

Work with a friend, taking turns clicking rows and columns, and uncover treasure such as coins, rubies, and even a few rare emeralds. The more you work together, the more coins you will earn. When you finish, the earnings are shared equally between you and your friend.


Astro Barrier
This arcade game is located in the Lounge above the Night Club. Use arrow and spacebar keys to shoot moving targets. There are over 30 levels. Coins are awarded for points earned.

Hydro-Hopper (Formerly Ballistic Biscuit)
Go to the speedboat at the Dock to go for a ride. Tubing behind a boat is always fun but watch out for debris in the water. Use your mouse to navigate.



Bean Counters
Go to the Coffee Shop and click the bag of coffee with the word Java written on it to play. Earn coins for catching and stacking bags of coffee as they fly out of the delivery truck. There are five delivery trucks—unload them all and earn bonus coins. Read the instructions before playing for more information.


Cart Surfer
Located in the Mine at the Underground, in Cart Surfer you will speed along a mine track in a cart. Earn points for tricks; use keyboard arrows and spacebar to discover trick combinations. Cart Surfer is a single-player game. It's great to play when you want to earn a lot of coins in a short amount of time.


Catchin' Waves
Want to go surfing? Head to the Cove and click on the Surf Hut. Choose a surf mode: Surf Lesson, Freestyle, Competition, or Survival mode. Earn points for tricks and jumps.

For a different surfing experience, surfboard upgrades are available for members in the Sport Shop catalog. Upgraded surfboards are added to your inventory after purchase.


Ice Fishing
Go out the back door of the Ski Lodge located in the Ski Village. Drop your line in the water and when you catch a fish pull it above the hole and click. Every fish caught equals one coin. If you catch the BIG fish, you earn bonus coins. Use your mouse to move your line above and below the water.
Jet Pack Adventure
Strap on a jet pack and fly when you go to the Beacon located at the Lighthouse. Collect coins as you fly and watch out for obstacles. Use your mouse to navigate through each level. Look for extra fuel cans and jet packs—you need them to complete the game.

Pizzatron 3000
Go to the Pizza Parlor and click on the beaded doorway to become a pizza chef. Use your mouse to drag and drop the toppings that show up on the order screen. Get paid coins for every correct pizza you make.



Puffle Roundup
Help round up puffles, Club Penguin's favorite pets when you play this game. Click on the Employees Only door in the Pet Shop and use your mouse to herd puffles into the fenced area.

A round ends when all the puffles are herded into the pen or have run away. Coins are awarded based on the number of puffles you catch in the shortest amount of time.



Thin Ice
Play this arcade game in the Lounge, located on the second floor of the Night Club. Use your arrow keys to guide the puffle through each maze and melt tiles. Earn coins for every tile melted. Read instructions available at the game for more information and tips.



Aqua Grabber
Go to the Iceberg and hop into the Aqua Grabber to explore the ocean depths. Use your arrow keys to move and your spacebar to grab things with the sub's claw. You'll earn coins for everything you're able to bring back to the surface.



Paint By Letters
Located in the Book Room, these special books get you in on the story. Type along with the words and make choices on what you want to see next to help bring them to life. Every page has a surprise in store.




DJ3K Game
Want to make some noise? Go to the Night Club and be a DJ. Click the speakers on the left side of the screen to get started. Use your mouse to click on the equipment and create some music. It's a great way to hone your DJ skills. Get paid coins for the amount of time you spend making music.
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Walk Around
Club Penguin is connected by a series of pathways. To move from one location to another, use your mouse and click the area you want to move to. There is a lot to explore. Click on doors, stairs, signs and paths to discover where they lead.



Map
The map is another way to move from one room to another. It is located on the bottom left corner of your screen. When you open the map, click an icon to visit that place. There are few places in Club Penguin that are only accessed by the map.
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Club Penguin™ Club Penguin Entertainment Inc. © 2008. All rights reserved.
* Updated on August 5, 2008

Club Penguin Tutorials...

Club Penguin Tutorials...

To view your player card, click your penguin or choose the icon on your tool bar. Use the scroll bar on the right side to scroll through all your items.

To view items by category, click the tab on the bottom of your inventory.

Select the category to view items.

You can see your coin balance at the bottom of your player card, which tells you how much money you have to spend.
There are lots of ways to customize your penguin! You can choose different colors, flags, backgrounds , collectable pins, clothes and accessories.

Choose an item from your inventory and click to put it on your penguin.
Click the item on your penguin to put it back in your store.
Buy Items

Adding to your inventory is a lot of fun!

Play games all over Club Penguin to earn virtual coins and purchase your favorite items.

The Penguin Style catalog in the Gift Shop and the Snow and Sport catalog in the Sport Shop are packed with cool clothes and accessories to buy. Everyone can buy colors and backgrounds. To purchase clothing items and accessories, you have to be a member.

When Rockhopper is docked in Club Penguin, he sells items on his ship. He arrives approximately every two months.

To make a purchase, open a catalog, find the item you want and click 'Buy'. The item will be added to your player card inventory.
Catalogs

Catalogs are updated at different times. The Penguin Style (clothing) catalog is updated every month. Some old items are removed from the catalog for a time and re-released in a later catalog.

Some items are hidden in the catalog. To find them, use your mouse and watch for mouse pointer to change. Click on it to see the clothing item.
Limited Edition Items

Limited edition items are released whenever a catalog is updated. If the current catalog does not have an item from a previous catalog, it was a limited edition item and may return at a later date.

Catalogs are updated at different times. The best way to find out when a new one is coming out is to read the Upcoming Events in the newspaper.
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Club Penguin™ Club Penguin Entertainment Inc. © 2008. All rights reserved.
* Updated on August 5, 2008

FAQS

Which payment methods do you accept?

Club Penguin accepts a variety of payment methods for membership purchases in different currencies.

US, Canada, WorldwideFor memberships purchased in US currency, the payment methods are:

* Visa/Mastercard
* Paypal
* Check /MO
* Pay by Cash

United KingdomFor memberships purchased in UK Currency, the payment methods offered are:

* Visa/Mastercard
* Maestro
* Paypal
* SMS

Please note: Payments sent directly to our offices will not be accepted.

More payment methods will be added in the future. If there is a payment method you would like to see added, please contact the Club Penguin Billing Team and let us know!
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Will my payment information be secure?

When you make a purchase on our site, your information is sent directly to your financial institution for verification. None of your financial information reaches our servers. Our secure certificate uses 256 bit encryption technology to ensure payment security.
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What is your refund policy?

Club Penguin memberships are non-refundable.

How much does membership cost in other currencies?

Memberships can currently be purchased in US and UK currencies. If you are from outside of these countries, go to the membership page and choose your country. Your financial institution will automatically convert the fee at the time of your purchase.

Is there a family or group rate?

Family or group rates are not available.

Why is my credit card statement showing an extra fee for my Club Penguin membership?

If you are receiving an extra fee for your Club Penguin membership, it is likely that this fee is an International Transaction Fee. Recently, Visa International began adding an International Transaction Fee to cross-border transactions worldwide. Club Penguin is located in Kelowna, B.C, Canada so this may be the reason for this fee. Please note that none of this fee reaches Club Penguin. Please contact your credit card provider for more details.

How soon does membership take effect?

Memberships will be activated as soon as payment is received. This will depend on the method of payment you choose.

Credit Card: Memberships purchased using the Credit Card payment option are activated instantaneously.

PayPal: Memberships purchased using PayPal are activated within 1 day.

Mail: Purchases made by mail may take up to 4 weeks to process.

If the appropriate amount of time has passed and you have not received your membership, please contact the Club Penguin Billing Team.

I paid for my membership, but I still can't buy clothing items, why?

If you have just made a payment, please log off and log back on again to activate your membership status. If you still do not have membership status, it is likely that your payment has not yet been received (see 'How soon does membership take effect?'). If the expected wait time has passed and you still require assistance, please contact the Club Penguin Billing Team and we will be happy to help.

Can I transfer my membership to a different penguin?

Memberships are non-transferable.

How do I change my membership package from a monthly recurring membership to a six or twelve month membership?

To change your membership package, simply cancel your recurring monthly membership and purchase the new membership package of your choice. Any remaining time from your monthly recurring membership will stack onto your new membership.

How do I renew my membership?

To renew your Club Penguin membership, simply go to the Membership Page, and choose the membership package of your choice. As long as you use the same penguin name and password when renewing, your membership will pick up right from where it left off.


Note: If you currently have an active monthly recurring membership, you will not be allowed to renew your membership. You must first cancel your recurring billing and then renew your membership.

How do I change method of payment?

To change your monthly membership fees to a new credit card, simply cancel your current membership and purchase a new membership using your updated information. As long as you use the same penguin name, none of your items will be lost and any remaining membership time on your original membership will stack onto your new membership.

Will my membership automatically renew?

The only time a membership will automatically renew is when you choose the monthly membership option, and then select the “Credit Card” method of payment from the list of payment methods. This membership will automatically renew to ensure uninterrupted service. You can cancel this membership at anytime.

One month memberships purchased through PayPal, SMS, and PayByCash do not automatically renew.

Six and 12 month memberships do not automatically renew, regardless of payment method.
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How do I renew my membership?

To renew your membership, please visit secure2.clubpenguin.com, and purchase the membership package of your choice for your account. As long as you use the same penguin name, the penguin will not lose any of its items. The penguin account will be exactly as it was before your membership expired.

How do I cancel my membership?

Membership cancellations only apply to monthly memberships purchased using a credit card. These memberships automatically recur each month to ensure uninterrupted membership service.

You may cancel your membership at any time. You will still receive the full membership period that you have purchased.

Canceling a membership requires the penguin name and password. If you don't know your password, please visit Forgot Password to have it emailed to you.

There are two ways to cancel a recurring membership.

# If you are registered with a Parent Account, visit Manage Accounts. Login to parent tools, click the name of the penguin whose membership you want to cancel. On the next page, select the box titled, "Membership Information - Cancel your recurring membership." Follow the instructions to cancel the membership. An email notification confirming your membership cancellation will be sent to you.


# To cancel your recurring membership without a Parent Account, visit Manage Accounts and click the cancel option to the right of the screen. You will need the penguin name and password to cancel the membership. Follow the instructions to cancel the membership. An email notification confirming your membership cancellation will be sent to you.
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How soon will the cancellation take effect?

When you cancel your membership, it will automatically expire at the end of the 30 days you have purchased. Cancellations can be made at any time during your billing period. You will not lose any membership time by canceling early.

For example, if you purchase a membership on the 5th day of a month, and then cancel your membership, (immediately or otherwise) you will be charged one time only, and your membership will automatically expire on the 5th day of the following month.

What happens to the penguin's coins, clothes, etc. after cancellation?

If you cancel your membership, the penguin's belongings will go into storage and will be automatically retrieved when you renew.

Club Penguin Privacy Policy

Club Penguin Privacy Policy
Privacy Policy
Updated: August 5, 2008

Club Penguin is operated and presented to users in all locations by Club Penguin Entertainment Inc. of Kelowna, British Columbia, Canada ("Club Penguin"). This Privacy Policy covers use of information by Club Penguin.

We are committed to providing a fun, entertaining, and safe website for people of all ages. We are dedicated to safeguarding any personal information collected on the Club Penguin website. We ensure that our privacy policy and our information practices adhere to the United States Children's Online Privacy Protection Act, applicable European Data Protection legislation, Canadian federal and provincial privacy legislation and all other applicable legislation.

To help ensure a rewarding online experience for our visitors, we provide you with this Privacy Policy that describes the Club Penguin website information practices, including how we collect, use and disclose personal information.

1. The Information We Collect

As described in this Privacy Policy, we directly collect during our initial registration process a parent's email address, the child's account name, and the child's password. When a Club Penguin registrant becomes a paying member, we may collect additional personally identifiable information ("PII") from the registrant's parent. The types of PII that may be collected at that time include the parent's full name, email address, credit card billing information including mailing address, and such other information as may be requested from time to time. The Club Penguin website does not condition a child's participation in an online activity on the child providing more personal information than is reasonably necessary for that activity.

The Club Penguin website requires users to provide a parent's valid email address in order to register on the website. We use this information to send the parent a message that can be used to activate the Club Penguin account, to notify the parent about our privacy practices, to send you communications either about your account with us or about products and services of Club Penguin and its related companies and affiliates, and for the other purposes described in this Privacy Policy. This email address is correlated with the account user name.

We may also request a user name and email address when a user submits a form through the "Contact Us" portion of the Club Penguin website so that we may respond to the inquiry.

For some of our online activities - such as polls or surveys - we may ask users to provide information that is not personally identifiable, such as country of residence or a visitor's favorite color. We also enable users to chat online through our website, but we take measures so that users cannot communicate personal information through this chat function.

Additionally, when visitors come to our site, we may passively collect certain non-personally identifiable computer information, such as the type of computer operating system (e.g., Windows XP or Mac OS), the user's IP Address, the web browser (e.g., Netscape, Internet Explorer) being used, and information regarding the Internet service provider. We may link this information to PII that we have collected. If we do so, we will treat such linked information as PII.

Finally, we collect financial information as set out in Section 6 of this Privacy Policy. We do not use this financial information for any purpose other than processing payments to Club Penguin. The financial information that you enter to purchase a membership is not stored by Club Penguin, but, instead, is retained by our payments processing vendor for the purpose of processing credit card payments made to Club Penguin.

If personal information is not provided to us, then Club Penguin may not agree to Club Penguin membership and may not be able to provide access to certain content and functionality on the Club Penguin website, or to provide other information, products or services which may be requested.

2. How We Use, Disclose, and Store the Information We Collect

In addition to the purposes described in Section 1, we may actively collect and use email addresses and user names to track usage and to ensure users are following the site's Terms of Use. In addition, we may use an email address and user name to ban a user temporarily or permanently from the Club Penguin website if that user engages in inappropriate conduct on the site. We may also use email addresses and user names to enable parents to review PII that the children have submitted to the Club Penguin website and to provide notification regarding the site, such as any future amendments to this Privacy Policy. We also may use information in the aggregate to analyze site usage, as well as to offer products, programs, or services.

We may disclose information where we are required to do so by law, for example, in response to a court order or a subpoena, or where we disclose information to service providers or other group companies who provide support for the operations of our website and who do not use or disclose the information for any other purpose. To the extent permitted by applicable law, we also may disclose PII in response to a law enforcement agency's or other public agency's (including schools or children services) request or if we feel that such disclosure may prevent the instigation of a crime, facilitate an investigation related to public safety or protect the safety of a child using our website, protect the security or integrity of our website, or enable us to take precautions against liability.

If we sell all or part of our business or make a sale or transfer of our assets or are otherwise involved in a merger or business transfer, we may transfer PII to a third party as part of that transaction, to the extent permitted by applicable law.

Finally, we may transfer PII and store it outside of the jurisdiction in which a member of Club Penguin is located.

3. Collection of Information for Third-Party Sites and Sponsors

We do not allow third-party companies to solicit or advertise to our users. Our intention is to keep Club Penguin free from any of this sort of direct advertising.

4. Cookies

We may use software technologies such as unique identifiers or "cookies." Cookies are small text files that we place in visitors' computer browsers to store their preferences. Cookies themselves do not contain any PII. Where we link these unique identifiers with your other PII, we will treat the unique identifiers as PII as long as they are linked. We do use unique identifiers to learn about usage of our site, such as geographic location, how many visitors we have and how often they visit various sections of our site.

5. Security

We have put in place appropriate physical, electronic, and managerial procedures to safeguard and help prevent unauthorized access, maintain data security, and correctly use the information we collect online.

6. Financial Information

As noted in Section 1, if you decide to purchase a membership, additional financial information will be required at the time of purchase. That information is not stored by Club Penguin, and, instead, is collected and stored by our payments processing vendor for the purpose of processing payments made to Club Penguin. That information is safeguarded with appropriate security, and it will not be used for other purposes. Furthermore, our payments processing vendor has agreed to maintain the confidentiality, security, and integrity of the personal and financial information it obtains from the Club Penguin website, and only to use this information on our behalf. Our financial institution is bound by all applicable privacy laws relating to the provision of financial services.

7. Parental Review of Information, and Objection to Information Collection and Retention

Please contact our Privacy Director as provided in Section 8 if you would like to access the PII that we have collected online from you or your child, correct factual errors in such information, request to have this information deleted, request that we no longer collect or maintain such information, or if you would like information about the organizations we disclosure PII to and how to contact them.

Please be sure to include your email address and a telephone number where we can reach you. To protect you and your child's privacy and security, we will take reasonable steps to help verify your identity before granting you access to the personal information that we collect and maintain about you or your child.

8. Contact Us

If you have questions or wish to send us comments about this Privacy Policy, please send an e-mail with your questions or comments to privacy@clubpenguin.com or write us:

Club Penguin: Attention Privacy Director
Suite 500 - 1628 Dickson Ave.
Kelowna, British Columbia, V1Y 9X1
CANADA

Please be assured that any personal information that you provide in communications to the above e-mail and postal mail addresses will not be used to send you promotional materials, unless you so request.

9. A Final Note to Parents

The Internet offers a world of opportunity for children. Your guidance and involvement are essential to help ensure that children have a safe and rewarding online experience. We encourage you to visit the GetNetWise.org site and look through the "Kids Safety" section together. Your efforts to instill responsible information practices will help steer your children to age-appropriate sites and will go a long way toward ensuring that your children have enriching experiences online.

10. Effective Date

The privacy policy set out above is effective as of August 5, 2008, and applies to all information previously obtained by Club Penguin. We reserve the right to change the privacy policy at our sole discretion. Club Penguin users will be informed of any such change by us posting a new privacy policy on the Club Penguin website and the effective date of any change of privacy policy will be clearly marked. As required by law, we will not use PII in ways that are materially different from the ones described in this Privacy Policy without also providing notification of such practices and obtaining consent to any such different uses.

Customer Service

Customer Service

Have you read our Frequently Asked Questions?

* Contact Information
* Method of Payment
* Refund Policy

Contact Information:

If you have any questions or comments regarding your billing or payments, please email the Club Penguin Billing Team. We will respond to your email as quickly as possible, however depending on our email volume, responses may take 2 business days.

If you have any general comments or questions, please contact support.

Method of Payment:

Club Penguin accepts several different payment methods for membership purchases.

For memberships purchased in US currency, US, Canada, Worldwide the payment methods are:

Visa Check or Money Order
Mastercard Pay by Cash or other bank transfer methods
Paypal

For memberships purchased in UK Currency, United Kingdom the payment methods are:

Visa SMS
Mastercard Maestro

We are working hard on expanding the number of payment methods and currencies we accept.

Please note: Payments sent directly to our offices will not be accepted.

Refund Policy:

Club Penguin memberships are non-refundable.

Coins For Change Project

Coins for Change

The Coins for Change campaign in December 2007 empowered the children who play Club Penguin to effect real change in the world.More than 2.5 million children donated in excess of 2 billion virtual coins they earned playing games on Club Penguin to support the environment, children's health or children in developing countries. Through their virtual donations, the kids directed how much of a $1 million cash donation went to three charitable organizations chosen to represent those areas.

Adopt a Village

More than 110 million children around the world are denied the basic right of a primary education. In an effort to help ensure access to education and a better future for children and families, Club Penguin sponsors Adopt a Village projects.Through Adopt a Village, Club Penguin members are helping build and equip schools, implement sustainable, clean water projects, provide health care and develop alternative income programs in countries such as Kenya, Ecuador and China.

Micro-Financing

Of the 1.3 billion people living in poverty around the world, 70% are women. Club Penguin is helping break the cycle of poverty by funding micro-financing loans for women throughout Ethiopia. These small loans help women start a business, lift their families out of poverty and send their children to school.

To learn more about Club Penguin's Kids Helping Kids initiatives
kidshelpingkids@clubpenguin.com

Club Penguin Membership

Club Penguin Membership

Buying a Club Penguin membership gives your penguin access to special privileges such as:
* Dress up your penguin!
* Adopt more puffles!
* Get more out of Club Penguin!
* It's Safe!
* It's Kids Helping Kids!

Dress up your penguin!
* Buy clothing and accessories
* Give your penguin a new style each month
* Come up with thousands of unique clothing combinations
* Unlock more actions with different clothing combinations

Adopt more puffles!
* Adopt more than one puffle
* Get all the colors of puffles
* Buy furniture for your puffles

Get more out of Club Penguin!
* Members see more room available on each server than a non-member .
* Open your igloo on the map and meet more friends
* Be the first to discover new areas
* Get creative

It's Safe!

Club Penguin has been accredited as meeting BBBOnLine standards.Children's safety is of utmost importance to us. Memberships allow us to maintain high levels of safety. A safe chatting environment is more fun!