If you have a question it's
probably a good idea to have a look through our Frequently
Asked Questions before contacting us, as there's a good
chance that your question has been asked (and answered)
If your question isn't here, then please feel free to contact
I haven't been sent my membership
Please e-mail us at firstname.lastname@example.org
with the following information:
1) Your name, age and postal address
2) Roughly when you joined
3) The e-mail address you used when applying
4) The netbanx reference number you were
given, if you paid to join online.
We aim to supply you with your membership confirmation details
within 24 hours. The most common reasons for you not receiving
your welcome e-mail are :
a) You have typed in your e-mail address
incorrectly (eg using .com instead of .co.uk at the end
of your e-mail address.)
b) Your security settings will not allow
an e-mail from us to get through your firewall.
c) Your e-mail account is over quota.
How do I use the site?
you are trying to use the main site you don’t need a user
name and password. When you have selected the penpals you
want to contact, you fill in the form on the
how to contact
page, you will need your membership number for the form
which you should have been sent, and then we will send you
the contact details you have requested.
If you are trying to access the forum
you need to register separately for this. If you click on
the link you will find the register button towards the top
right hand corner of the page. Follow the instructions and
you will be able to choose your own user name and password.
How do I change my profile?
Send your amendments together with your name
and membership number to email@example.com
and we will update the site for you as soon as possible.
How many penpals can I contact?
You are entitled to request details of up
to 10 penpals for each month of your membership. In the
event of one of your penpals having an unobtainable e-mail
address, you will be able to make an alternative selection
(once we have checked it for you).
What if I write to someone and
their e-mail address doesn't work?
If your e-mail is sent back to you as
undelivered, please let us know. We will check their contact
details and if they are no longer valid you will be able to
request a replacement. We find some people do change their
e-mail addresses from time to time and they can forget to
tell us, which is frustrating for everyone!
What if I want to pay by cheque?
We have set up an address, below, for people
who wish to make membership payments via cheque, but we
are unable to enter into postal correspondence, as this
increases costs, and we are keen to keep membership costs
as low as possible.
36 The Kings Gap,
Although, members can request correspondence via snail mail
with other members, it is a requirement of membership to
British Penpals that you have a valid e-mail address. As
British Penpals is an online penpal club, the majority of
our members want to correspond via e-mail, therefore the
lack of an e-mail address can seriously affect the enjoyment
you will get from joining British Penpals.
How do I cancel my membership?
All you need to do is e-mail us at firstname.lastname@example.org
quoting your name, membership number and e-mail address.
We will e-mail you back within 48 hours to confirm your
membership has been cancelled.
Do I need to renew
my membership each month?
If you have joined online, your membership
will be renewed automatically for you each month, until
you decide to cancel it. If you have joined by post your
membership will be for a set period and you will need to
renew this, should you wish to do so.
Will everyone I write to reply
Whilst we would hope that they do, we cannot
guarantee that everyone will write back. There are many
reasons that this might happen, but please don't take it
personally! We do find that people in the military don't
have daily access to e-mail as they are busy on tours of
duty etc, but they will reply as quickly as possible, so
please be patient. We try and keep our files as up to date
as possible and delete the profiles of people who are not
interested in more penpals, so as to avoid disappointment