Frequently Asked Questions
Puck’s member concierge, Fritz, has compiled a list of Frequently Asked Questions following a year of interacting with our subscribers. If following these recommendations yields unsatisfactory results, or your question is not answered here, please do not hesitate to reach out to firstname.lastname@example.org.
“I can’t sign on and I know I have a paid subscription“
Please ensure you are signing in with the email address your subscription is under. Users may inadvertently have multiple accounts with us — the account your subscription is under, and an ‘unpaid’ account with a different email address. You can always confirm that you are logged in with your paid account by going to the My Account tab in the main navigation. It will either display that you are logged in, or that you are “logged in with a free account.”
“I’m a subscriber, but I’m not receiving emails”
Please check your personal spam folder or your corporate spam catcher. If those are fruitless, please reach out to Fritz.
“I can’t remember my password”
Click ‘Sign’ In from the top navigation bar or mobile menu, then in the modal under the password field, click ‘Don’t have a password or need to reset it?’, which directs you to a page with instructions to reset or establish your password. Alternatively, you can skip using a password by clicking Send Me a ‘Sign-in Link Instead,’ which sends a verification sign-in link to the email address associated with your account. Click the link inside the verification email, and you will return to our site all signed in.
“I need to update my password”
You can easily update or create the password associated with your subscription by going to the My Account page and clicking on the link ‘Need to update or create a password?’.
“I keep having to sign in to the site multiple times”
For a truly seamless experience with the Puck website, you will be prompted to sign in one time across all browsers and devices, and then you will not need to log in for six months. To ensure the best viewing experience, set your browser to enable cookies so that you stay signed into Puck; otherwise, you will need to sign in each time.
“I have a subscription under one email address, but I want to change it to a different one”
You can change the email address associated with your subscription by going to the My Account page and updating the email address there. If you receive an error message, you may inadvertently have multiple accounts with us, — please email email@example.com with details about your situation.
“I can’t click the ‘Subscribe’ button on the Join Puck page during sign up — what am I missing?”
It’s possible that there is a missing value in your payment information (i.e. card number, exp date, or zip code). All the payment information goes on one line — please double-check!
“Can I buy a gift subscription for someone else?”
Yes! Please email Fritz with the name and email address of the person to whom you would like to gift a subscription. Fritz will be happy to process your payment and activate their account.
“Do you have corporate subscriptions?”
Indeed! Our group subscriptions are for a minimum of 10 seats — email Fritz for details.
“I want to cancel my subscription”
You can cancel your plan at any time by going to My Account > Cancel Plan. Your account will not renew for the following cycle, and we cannot offer refunds.
“Will you have an app?”
Hopefully in the near future.