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.