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.
Your credit card company may charge an extra International Transaction Fee. Please contact your credit card provider to find out more.
New Currencies coming!
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.
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
Payment Information
Will my payment information be secure? What is your refund policy? How much does membership cost in other currencies? Is there a family or group rate? Why is my credit card statement showing an extra fee for my Club Penguin membership?
Membership Questions
How soon does membership take effect? I paid for my membership so why can't I buy clothing items?
Account Management
Can I transfer my membership to a different penguin? How do I change my membership package from a monthly automatically renewing membership to a six or twelve month automatically renewing membership? How do I renew my membership? How do I change method of payment? Will my membership automatically renew?
Cancellations
How do I cancel my membership? How soon will the cancellation take effect? What happens to the penguin's coins, clothes, etc. after cancellation?
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.
Why is my credit card statement showing an extra fee for my Club Penguin membership?
Extra fees that show up on your credit card statement may be an International Transaction Fee charged by your credit card company on cross-border transactions. 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 2-5 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.
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 recurring membership fees to a new credit card or PayPal account, simply cancel your current recurring payment 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" or "PayPal" method of payment from the list of payment methods. These types of memberships will automatically renew to ensure uninterrupted service. You can cancel this recurring payment at anytime.
One month memberships purchased through SMS and PayByCash do not automatically renew.
How do I cancel my membership?
Membership cancellations only apply to any membership purchased using a credit card or PayPal. These memberships automatically renew at the end of each membership term. This will ensure that your membership service is uninterrupted.
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.
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 or PayPal 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.
