Member Login
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Customer Service
Customer Service
This page provides information on PuzzleNation billing and account policies. You can find answers to frequently asked questions on our FAQ page.
If you’re looking for information on the website or games, please see our HELP page.
Use these links to jump to a subject:
Haven’t Received Log-In Details
If you are a new subscriber, you should receive two e-mails after you complete your purchase: one is the confirmation receipt for your purchase, and the other provides temporary log-in credentials that you need to open your account. Timing of these e-mails can vary depending on the level of activity on the site. If you don’t receive these e-mails within 1 hour of purchase, please contact us at customerservice@puzzlenation.com and we will resend them. (Be sure to look for these e-mails in your spam folder before you contact us. To ensure that you receive all future communications from us, set your e-mail application’s spam filters to accept mail from puzzlenation.com.) Note that if you are reactivating an expired account, you will not receive the log-in credentials e-mail. Simply log in to the site with your existing username and password. Haven’t Received Gift Code
Gift recipients should receive their gift codes via e-mail on the same day that the gift is purchased. Timing of delivery can vary depending on the level of activity on the site. If a gift code has not been delivered within one day of purchase, please contact us at customerservice@puzzlenation.com and we will resend it. (Be sure to look for this e-mail in your spam folder before you contact us. To ensure that you receive all future communications from PuzzleNation, set your e-mail application’s spam filters to accept mail from puzzlenation.com.) Auto-Renewal of Subscriptions
Every monthly or yearly subscription to PuzzleNation is an auto-renewing subscription. The credit card used for the purchase will be automatically charged on a monthly or yearly basis until the subscription is cancelled. Recurring charges occur on the same calendar date as the initial charge, one billing period later. So, a yearly subscription bought on January 15, 2012 will be automatically renewed on January 15, 2013. A monthly subscription bought on January 15, 2012 will be automatically renewed on February 15, March 15, and so on. Credit Card: Updating Card Info
You may update the credit card that is auto-billed for your subscription on your secure My Account page. You must be logged in to access the My Account page, which can be opened from a link in the member toolbar. Credit Card: Expire/Decline Notices
If you are a subscriber and have received an e-mail notification that your current credit card was expired or declined on the date of a renewal charge, your subscription has been automatically put on hold. In order to reactivate your account, simply log in with your existing username and password and purchase a new subscription. Credit Card: Security
PuzzleNation does not store, or have access to, your credit card number. Nor will we ever request this information via e-mail. To read more about our security standards, see our Privacy Policy. To further maintain security, customers should never include credit card numbers in e-mail communications to Customer Service, or post them in forum inquiries. Discount Codes
The use of a promotional discount code during the purchase of a subscription provides a one-time discount off of the first charge of that subscription. All monthly or yearly recurring charges of the subscription will be at the full price. Free-Trial Period
New monthly and yearly subscriptions may begin with a 2-week free trial. You may cancel at any time during this period and your credit card will not be charged. Only one free trial per customer, per year, is permitted. Subscriptions purchased with a discount promotional code are not eligible for the free trial. Gift memberships do not have a free-trial period. Gift Memberships: Purchasing
Purchase of a gift membership provides your recipient with a limited time, non-renewing membership. You can purchase additional gifts for a given recipient at any time, and once redeemed the gifts will lengthen the time of your recipient’s membership. Existing subscribers (those who have self-purchased subscriptions) cannot receive gift memberships, because they already have auto-renewing accounts. Gift Memberships: Redeeming
Gift codes can be redeemed at any time after purchase. Existing gift members need not wait until the end of a current membership period to redeem new gifts. You may log in and redeem gifts at any time and your membership period will be extended accordingly. Member Benefits
As a subscriber or gift member, you have full access to all games in both 1-Player and 2-Player modes; the ability to save 1-Player games in progress and return to them at a later session (as many times as you like); and access to all of the site’s community features, such as buddies, member profiles, personalized leaderboards, forums, mail, and personalized activity feeds. You will not see any advertising on the site or in the games. Anonymous visitors to the site have a limited number of sample puzzles to try, in 1-Player mode only. They have read-only access to some community features, such as leaderboards and forums. They will see advertising on the site and in the games. Refund Policy
No refunds will be issued for subscriptions or gift memberships, except under certain conditions outlined in our Terms and Conditions. You may cancel your subscription at any time to stop the recurring billing of your credit card, and your account will automatically expire at the end of your current paid period.
If you are a new subscriber, you should receive two e-mails after you complete your purchase: one is the confirmation receipt for your purchase, and the other provides temporary log-in credentials that you need to open your account. Timing of these e-mails can vary depending on the level of activity on the site. If you don’t receive these e-mails within 1 hour of purchase, please contact us at customerservice@puzzlenation.com and we will resend them. (Be sure to look for these e-mails in your spam folder before you contact us. To ensure that you receive all future communications from us, set your e-mail application’s spam filters to accept mail from puzzlenation.com.) Note that if you are reactivating an expired account, you will not receive the log-in credentials e-mail. Simply log in to the site with your existing username and password. Haven’t Received Gift Code
Gift recipients should receive their gift codes via e-mail on the same day that the gift is purchased. Timing of delivery can vary depending on the level of activity on the site. If a gift code has not been delivered within one day of purchase, please contact us at customerservice@puzzlenation.com and we will resend it. (Be sure to look for this e-mail in your spam folder before you contact us. To ensure that you receive all future communications from PuzzleNation, set your e-mail application’s spam filters to accept mail from puzzlenation.com.) Auto-Renewal of Subscriptions
Every monthly or yearly subscription to PuzzleNation is an auto-renewing subscription. The credit card used for the purchase will be automatically charged on a monthly or yearly basis until the subscription is cancelled. Recurring charges occur on the same calendar date as the initial charge, one billing period later. So, a yearly subscription bought on January 15, 2012 will be automatically renewed on January 15, 2013. A monthly subscription bought on January 15, 2012 will be automatically renewed on February 15, March 15, and so on. Credit Card: Updating Card Info
You may update the credit card that is auto-billed for your subscription on your secure My Account page. You must be logged in to access the My Account page, which can be opened from a link in the member toolbar. Credit Card: Expire/Decline Notices
If you are a subscriber and have received an e-mail notification that your current credit card was expired or declined on the date of a renewal charge, your subscription has been automatically put on hold. In order to reactivate your account, simply log in with your existing username and password and purchase a new subscription. Credit Card: Security
PuzzleNation does not store, or have access to, your credit card number. Nor will we ever request this information via e-mail. To read more about our security standards, see our Privacy Policy. To further maintain security, customers should never include credit card numbers in e-mail communications to Customer Service, or post them in forum inquiries. Discount Codes
The use of a promotional discount code during the purchase of a subscription provides a one-time discount off of the first charge of that subscription. All monthly or yearly recurring charges of the subscription will be at the full price. Free-Trial Period
New monthly and yearly subscriptions may begin with a 2-week free trial. You may cancel at any time during this period and your credit card will not be charged. Only one free trial per customer, per year, is permitted. Subscriptions purchased with a discount promotional code are not eligible for the free trial. Gift memberships do not have a free-trial period. Gift Memberships: Purchasing
Purchase of a gift membership provides your recipient with a limited time, non-renewing membership. You can purchase additional gifts for a given recipient at any time, and once redeemed the gifts will lengthen the time of your recipient’s membership. Existing subscribers (those who have self-purchased subscriptions) cannot receive gift memberships, because they already have auto-renewing accounts. Gift Memberships: Redeeming
Gift codes can be redeemed at any time after purchase. Existing gift members need not wait until the end of a current membership period to redeem new gifts. You may log in and redeem gifts at any time and your membership period will be extended accordingly. Member Benefits
As a subscriber or gift member, you have full access to all games in both 1-Player and 2-Player modes; the ability to save 1-Player games in progress and return to them at a later session (as many times as you like); and access to all of the site’s community features, such as buddies, member profiles, personalized leaderboards, forums, mail, and personalized activity feeds. You will not see any advertising on the site or in the games. Anonymous visitors to the site have a limited number of sample puzzles to try, in 1-Player mode only. They have read-only access to some community features, such as leaderboards and forums. They will see advertising on the site and in the games. Refund Policy
No refunds will be issued for subscriptions or gift memberships, except under certain conditions outlined in our Terms and Conditions. You may cancel your subscription at any time to stop the recurring billing of your credit card, and your account will automatically expire at the end of your current paid period.
Cancellation Policy
Canceling your subscription will stop the recurring charge to your credit card. Your account will remain active until the end of the current paid period. PuzzleNation will retain your account preferences, profile, buddies, and solving history for one year after your account is deactivated. If you decide to resubscribe during that time, simply log in with your existing username and password and your former settings will be restored.
