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FAQ
Frequently Asked Questions
This page provides answers to the questions we hear most often. For more comprehensive information on PuzzleNation billing and account policies, or the website and games, please see our Customer Service page and our HELP page.
Can I Change My Monthly Subscription to Yearly?
Question: I’m a monthly subscriber, and I’d like to upgrade to the more economical yearly subscription. How can I do that?
Answer: Cancel your monthly subscription on the Customer Service page, then continue to enjoy your member benefits until the current paid-up period has expired. Once your monthly subscription expires, log in to the site with your current username and password and purchase a yearly subscription. All of your account preferences, profile, buddies, and solving history will be waiting for you.
What’s the Renewal Date on My Subscription? Question: How do I know when the next renewal charge is on my subscription? Answer: Your My Account page will always show the next-charge date for your subscription. You must be logged in to access your My Account page, which can be opened from a link in the member toolbar.
How Can I Change My Credit Card Info? Question: How do I change the credit card information on my account? Answer: You may change the credit card associated with your subscription at any time on your secure My Account page. You must be logged in to access your My Account page, which can be opened from a link in the member toolbar. Note that if your subscription has expired, you will not be able to access your my Account page. To reactivate your account, simply purchase a new subscription after you log in.
Can A Subscriber Receive A Gift Membership? Question: I’m an active subscriber. Can my friend buy me a gift membership? Answer: As an active subscriber, you already have an auto-renewing account. Unfortunately, this cannot be combined with a gift membership. You can only take advantage of a gift membership if you cancel your subscription first. If you do cancel, your account will expire at the end of your current paid period. After that expiration, your friend can make the gift purchase and you would then reactivate your account by redeeming the gift code. Simply log in with your existing username and password, redeem the gift, and all of your account preferences, profile, buddies, and solving history will be waiting for you.
Can I Redeem Multiple Gift Memberships? Question: Two people have given me yearly gift memberships to PuzzleNation in the past month. I’ve redeemed one — do I need to hold on to the other one for a year? Answer: You can redeem the second one whenever you like and your membership time will be extended accordingly. There are no limitations on the number of gifts one person can receive, or on when they can be redeemed.
Can I Subscribe After My Gift Membership Expires? What Happens to My Existing Account? Question: When my gift membership expires, I’m going to want to subscribe. Will I lose all my current settings, my profile and buddies? Will I have to start a new account from scratch? Answer: Once your gift membership expires (the expiration date can be found on your My Account page, which is accessible via the member toolbar), we will retain your current account preferences, profile, buddies, and solving history for one year. You can purchase yourself a subscription at any time during that year, and your information will be retained. Just be sure to log in with you existing username and password before you make the subscription purchase. We’re sorry, but you may not purchase the subscription before your gift membership expires.
Can I Access the Games from My iPad or iPhone? Question: Is there a way to play PuzzleNation games on a mobile device? Answer: The games on PuzzleNation.com are designed specifically for online play and are not compatible with any mobile device, be it an Apple product (iPad, iPhone, iTouch) or any other phone or tablet that's currently available on the market. But, rest assured, we are looking to develop great puzzle apps for both phones and tablets, so stay tuned for a more "portable" PuzzleNation in the future!
Why Can’t I Pause My Game? Question: Is there a way to pause the timer when I’m solving a puzzle in Competitive Mode? It stinks when my score gets ruined by unforeseen interruptions. Answer: There is no pause option in Competitive Mode. For the benefit of the community, we want our leaderboard environment to be as fair as it can be. Unfortunately, allowing players with the best of intentions to pause for a phone call would simultaneously allow someone with not-so-good intentions to pause in order to cheat. So although we completely understand your desire to keep your scored game going at all costs, we have designed Competitive Mode without a pause feature in order to achieve a fair and level playing field for all.
How Can I Find Buddies? Question: I’d like to try some 2-Player games but I have no buddies yet. How can I find buddies to play against? Answer: There are lots of ways! Try one of these:
Where Are My 2-Player Games? Question: Why don’t I see my in-progress 2-Player games when I click on the Challenges link in the member toolbar? Answer: Your Challenges page only displays pending challenges — those either received by you or sent by you but not yet underway. Once a game has started, you’ll find it in your In Progress: 2-Player list, on the specific game’s START page.
Can I Solve the Same Puzzles Again? Question: I’d like to try solving the same Sudoku puzzles I’ve previously solved to see if I can improve my scores. How do I get to them? Answer: We’re sorry, but you can’t re-solve a 1-Player puzzle that you’ve already completed. Once a specific puzzle is served to you once, it is forever removed from the pool of games that are available to you (whether you complete it or not). This goes for 2-Player games, as well.
How Does Next Active Game Work? Question: After I complete a turn or exit a 2-Player game, I like to use the Next Active Game button to check on my other games. But it seems like some of my in-progress games never launch when I use the Next Active Game button. What’s happening here? Answer: Next Active Game prioritizes games in which it’s your turn. It will not load any games in which it’s NOT your turn unless you have no pending turns to take, and will continue to cycle through those in which it is your turn.
What’s the Renewal Date on My Subscription? Question: How do I know when the next renewal charge is on my subscription? Answer: Your My Account page will always show the next-charge date for your subscription. You must be logged in to access your My Account page, which can be opened from a link in the member toolbar.
How Can I Change My Credit Card Info? Question: How do I change the credit card information on my account? Answer: You may change the credit card associated with your subscription at any time on your secure My Account page. You must be logged in to access your My Account page, which can be opened from a link in the member toolbar. Note that if your subscription has expired, you will not be able to access your my Account page. To reactivate your account, simply purchase a new subscription after you log in.
Can A Subscriber Receive A Gift Membership? Question: I’m an active subscriber. Can my friend buy me a gift membership? Answer: As an active subscriber, you already have an auto-renewing account. Unfortunately, this cannot be combined with a gift membership. You can only take advantage of a gift membership if you cancel your subscription first. If you do cancel, your account will expire at the end of your current paid period. After that expiration, your friend can make the gift purchase and you would then reactivate your account by redeeming the gift code. Simply log in with your existing username and password, redeem the gift, and all of your account preferences, profile, buddies, and solving history will be waiting for you.
Can I Redeem Multiple Gift Memberships? Question: Two people have given me yearly gift memberships to PuzzleNation in the past month. I’ve redeemed one — do I need to hold on to the other one for a year? Answer: You can redeem the second one whenever you like and your membership time will be extended accordingly. There are no limitations on the number of gifts one person can receive, or on when they can be redeemed.
Can I Subscribe After My Gift Membership Expires? What Happens to My Existing Account? Question: When my gift membership expires, I’m going to want to subscribe. Will I lose all my current settings, my profile and buddies? Will I have to start a new account from scratch? Answer: Once your gift membership expires (the expiration date can be found on your My Account page, which is accessible via the member toolbar), we will retain your current account preferences, profile, buddies, and solving history for one year. You can purchase yourself a subscription at any time during that year, and your information will be retained. Just be sure to log in with you existing username and password before you make the subscription purchase. We’re sorry, but you may not purchase the subscription before your gift membership expires.
Can I Access the Games from My iPad or iPhone? Question: Is there a way to play PuzzleNation games on a mobile device? Answer: The games on PuzzleNation.com are designed specifically for online play and are not compatible with any mobile device, be it an Apple product (iPad, iPhone, iTouch) or any other phone or tablet that's currently available on the market. But, rest assured, we are looking to develop great puzzle apps for both phones and tablets, so stay tuned for a more "portable" PuzzleNation in the future!
Why Can’t I Pause My Game? Question: Is there a way to pause the timer when I’m solving a puzzle in Competitive Mode? It stinks when my score gets ruined by unforeseen interruptions. Answer: There is no pause option in Competitive Mode. For the benefit of the community, we want our leaderboard environment to be as fair as it can be. Unfortunately, allowing players with the best of intentions to pause for a phone call would simultaneously allow someone with not-so-good intentions to pause in order to cheat. So although we completely understand your desire to keep your scored game going at all costs, we have designed Competitive Mode without a pause feature in order to achieve a fair and level playing field for all.
How Can I Find Buddies? Question: I’d like to try some 2-Player games but I have no buddies yet. How can I find buddies to play against? Answer: There are lots of ways! Try one of these:
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Where Are My 2-Player Games? Question: Why don’t I see my in-progress 2-Player games when I click on the Challenges link in the member toolbar? Answer: Your Challenges page only displays pending challenges — those either received by you or sent by you but not yet underway. Once a game has started, you’ll find it in your In Progress: 2-Player list, on the specific game’s START page.
Can I Solve the Same Puzzles Again? Question: I’d like to try solving the same Sudoku puzzles I’ve previously solved to see if I can improve my scores. How do I get to them? Answer: We’re sorry, but you can’t re-solve a 1-Player puzzle that you’ve already completed. Once a specific puzzle is served to you once, it is forever removed from the pool of games that are available to you (whether you complete it or not). This goes for 2-Player games, as well.
How Does Next Active Game Work? Question: After I complete a turn or exit a 2-Player game, I like to use the Next Active Game button to check on my other games. But it seems like some of my in-progress games never launch when I use the Next Active Game button. What’s happening here? Answer: Next Active Game prioritizes games in which it’s your turn. It will not load any games in which it’s NOT your turn unless you have no pending turns to take, and will continue to cycle through those in which it is your turn.
