Customer Service and Membership FAQ

How to Contact Us:

If you have questions that aren't addressed in our frequently asked questions area, feel free to send an email to our billing team. Normally we will respond to you within 2 business days.

 

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

 

Method of Payment:

Club Penguin accepts several different payment methods for membership purchases.

 

Available Payment Methods By Currency
  checkmark = Available payment method
Visa / Mastercard American Express Discover Membership Card PayPal Pay By Cash Check or Money Order Short Message Service Banco Boleto Gift Certificate Disney Gift Card
USD ~ $
(United States)
checkmark checkmark checkmark checkmark checkmark checkmark checkmark     checkmark checkmark
CAD ~ $
(Canada)
checkmark checkmark   checkmark              
Pound ~ £
(United Kingdom)
checkmark     checkmark checkmark     checkmark      
Euro ~ €
(Europe)
checkmark                    
AUD ~ $
(Australia)
checkmark       checkmark            
Real ~ R$
(Brazil)
checkmark               checkmark    
NZD ~ $
(New Zealand)
checkmark                    
MXN ~ $
(Mexico)
checkmark                    
CLP ~ $
(Chile)
checkmark                    
ARS ~ $
(Argentine)
checkmark                    
NOK ~ kr
(Norway)
checkmark                    
SEK ~ kr
(Sweden)
checkmark                    
DKK ~ kr
(Denmark)
checkmark                    
SGD ~ S$
(Singapore)
checkmark                    
PHP ~ ₱
(Philippines)
checkmark                    
MYR ~ RM
(Malaysia)
checkmark                    
 

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.

 

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!

 

Refund Policy:

Club Penguin memberships are non-refundable. Any applicable cancellation right is waived.

 

Frequently Asked Questions

FAQ Penguins

 

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.

What is your refund policy?

Club Penguin memberships are non-refundable. Any applicable cancellation right is waived.

How much does membership cost in other currencies?

Memberships can be purchased in many currencies. When you choose from the dropdown menu on the membership page, the amount in the chosen currency will be displayed.

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.

Boleto - Memberships purchased using this payment option may take 2 days to process after payment is made.

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 so why can't I buy clothing items?

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 automatically renewing membership to a six or twelve month automatically renewing 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 have an active 1 month, 6 month, or 12 month automatically renewing membership, you will have to cancel before you're able to change your subscription package.

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 1 month, 6 month, or 12 month membership options, and then select the "Credit Card" method of payment from the list of payment methods. These types of memberships 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.

How do I cancel my membership?

Membership cancellations only apply to memberships purchased using a credit card. For your convenience, these memberships automatically renew 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 an automatically renewing 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 automatically renewing 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.
  • How soon will the cancellation take effect?

    Canceling your membership means your membership will not automatically renew. Once your membership has been canceled, it will automatically expire at the end of the time you have paid for. The cancellation can be completed any time after the initial purchase. You will not lose any membership time by canceling early.

     

    For example: if you purchase an annual membership on January 1st through the Credit Card payment method on our website, you can cancel any time before December 31st to ensure your membership is not automatically billed again. Even if you cancel as early as January 2nd, your membership will remain active for the entire upcoming year.

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

    After your membership has been canceled, the penguin will continue to enjoy full member benefits until the end of the paid term. Once the membership time expires, the penguin's belongings will be placed into storage and will not be usable. They can be automatically retrieved with a renewal purchase completed under the same penguin name.