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Why can't my child access their membership/the new Island?

Check the Membership status in your player's account by going to the Poptropica Store. (To access the Store, click the green coin icon in the upper-righthand portion of the game screen.) You should see "Membership: Active" at the top of the page. If your Membership is active, then just hang in there! The new Island will be released soon.

If your payment has posted to your bank/credit card statement, but your child does NOT see the "Membership: Active" status, contact us and we will make sure your child's Membership is activated.

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How do I cancel my Membership?

All Poptropica Memberships automatically renew at the end of the term. If you wish to cancel your Membership at any time, you may do so by any of these methods listed below. After you cancel your automatic renewal, your Membership will be active only through the end of your current term, and you will not be charged for renewal.

  • Log into the player account. Click the "Account Settings" tab. Click the "Cancel Renewal" link. Click "Yes" to confirm your choice.
  • Review your purchase confirmation email. Click the "cancel automatic renewal" link in that email. A web browser will open. Confirm your choice.
  • Have an email sent to you containing a link to cancel your Membership: click here.

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I canceled my Membership, but I still got charged. Why? How can I resolve this?

You may have canceled your Membership on the same day that the charge processed. Please let us know as soon as possible so that we can refund the charge.

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Game Cards

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I keep receiving an "Invalid Pin" error.

You may have already applied your game card value in an earlier attempt to redeem it. Have the player log in to their account and click the green medallion icon in the top right corner. If you were trying to redeem for a Membership, you will see "Membership: Active" at the top of the Poptropica Store page. If your card was redeemed for credits, you will see the increased credit balance on this page as well.

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I redeemed my game card. Why can't my child access their Membership?

Have your player log in and check their status by clicking the green medallion in the top right corner of their account. At the top of the Poptropica Store, their status should say, "Membership: Active". Sometimes players think their Memberships allow for immediate access to new Islands that have not yet been released. If their status is updated, then it means their Membership has been applied.

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Contact Us

We will respond to your message as soon as we can, usually within two business days.
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(Enter the email address used for purchase.)



If you purchased a membership online, please provide this information so we can efficiently locate your account.


Please DO NOT include your full credit or debit card number in the box below.

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Parent Purchase Form

We will respond to your message as soon as we can, usually within two business days.
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(Enter the email address used for purchase.)



If you purchased a membership online, please provide this information so we can efficiently locate your account.


Please DO NOT include your full credit or debit card number in the box below.

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Why Do We Ask This?:
Providing the last 4 digits of the credit card you used to make your purchase on Poptropica helps us locate your account so we can assist you with your question. We never store full credit card numbers in our system.

General Questions

General Questions Form

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