We are doing our best to make the experience on the website as smooth and problem-free as we possibly can. Unfortunately, sometimes, problems do occur. Here are a few, if you have a problem that is not here or just want to get in touch, please do so.


I want to register and I can't find the page

I registered for a family account and got a confirmation page but I am not receiving an email with login details

I registered for a school/institution account and got a confirmation page but I am not receiving an email with login details

I have forgotten my password

My password doesn't work

I have paid but I'm asked to pay again

I want to change the password for one of my choice

I want to use the website on a tablet

I didn't tick YES for the newsletter and I would like to have it

I ticked YES to the newsletter and I do not want to receive it

Is payment secure?

I am trying to pay by card, but I am getting a message telling me my card cannot be accepted, even though I haven't typed in any number

I am trying to pay by card, but I cannot enter my details in the fields

Is renewal automatic? Do you keep payment details?

My issue is not listed here

I want to register and I can't find the page

If you are a family, please go here: www.poissonrouge.com/register

If you are a school, please go here: www.poissonrouge.com/register/schools

I registered for a family account and got a confirmation page but I am not receiving an email with login details

Please make sure there isn't a spelling mistake in the email address you have entered. You can check by trying to register again here: www.poissonrouge.com/register. A typical mistake is an error in the extension (.co.uk, .com, .net, .ca, .au, etc.)

If you are sure of the spelling of your email address there are several possibilities:

• Our message is considered "Undesirable" by your email provider.
  Most of the time we are not notified. Please check the "SPAM" and "Junk" folders and the bin of your email account. Please also check your anti-spam settings. If you cannot find our email anywhere, please put our email address (bigfish@poissonrouge.com) in your contacts and/or a "green" list and get your password resent from this page: www.poissonrouge.com/login/forgot If this doesn't help, please try registering with an address from a different email provider if you can.
  
  
• Your mailbox is full.
  We are notified, but we cannot contact you. Please take the necessary steps with your mail provider and then get the password from this page: www.poissonrouge.com/login/forgot
  
  
• Your account has been deactivated by your mail povider
  We are notified but we cannot contact you. Please register with a different email address.

If all fails, please get in touch from the email address you registered with (please copy and paste): bigfish@poissonrouge.com.

I registered for a school/institution account and got a confirmation page but I am not receiving an email with login details

If you haven't received a confirmation of registration immediately, please make sure there isn't a spelling mistake in the email address you have entered. You can check by trying to register again. A typical mistake is an error in the extension (.co.uk, .com, .net, .ca, .au, etc.)

If you are sure of the spelling of your email address there are several possibilities:

• Our message is considered "Undesirable" and your email provider doesn't notify us.
  Please check the "SPAM" and "Junk" folders and the bin of your email account. Please also check your anti-spam settings. If you cannot find our email anywhere, please put our email address (edith@poissonrouge.com) in your contacts and/or a "green" list and contact us directly (please copy and paste) edith@poissonrouge.com.
  
  
• Your account has been deactivated by your mail provider or your mailbox is full.
  We are notified, but we cannot contact you. Please take the necessary steps with your mail provider and get in touch (please copy and paste): edith@poissonrouge.com

If you received confirmation of receipt but you do not receive a rather long email with login details, links and a pdf invoice within 24h of sending the form, please contact us (please copy and paste): edith@poissonrouge.com
We are doing our best to process school registrations as quickly as possible. Thank you for your patience.

I have forgotten my password

You can have your password sent to you from this page:

www.poissonrouge.com/login/forgot
Make sure you enter the right email address. This does not apply to schools who should auto-login, if you are having difficulties, please contact us (please copy and paste): bigfish@poissonrouge.com

My password doesn't work

Please go to www.poissonrouge.com/logout. This will redirect you to the front page.

Then go to www.poissonrouge.com/play

Please make sure that you are entering the email address that you have registered with. If you copy and paste the codes, make sure there are no extra spaces. If this fails, try sending yourself your password: www.poissonrouge.com/login/forgot. If it all fails, please get in touch, telling us what email address you used for registration.

I have paid but I'm asked to pay again

It is likely that you have paid for a different account than the one you are logging onto.

Please go to www.poissonrouge.com/logout. This will redirect you to the front page.

Then go to www.poissonrouge.com/play

Please make sure you enter the email address that you have paid for. If you cannot remember, please get in touch telling us on what date payment was made and if possible what email address you used during payment.

I want to change the password for one of my choice

Please go here: www.poissonrouge.com/account
Please note that you need to login with the one provided first.

I want to use the website on a tablet

The site is developed in html5 and should run smoothly on most tablets. If you are having difficulties, please contact us (please copy and paste): bigfish@poissonrouge.com

I didn't tick YES for the newsletter and I would like to have it

Please go here: www.poissonrouge.com/account

I ticked YES to the newsletter and I do not want to receive it

Please go here: www.poissonrouge.com/account

Is payment secure?

Payment by card or by Paypal happen through a secure connection (look for the https in a grey box in the left hand corner of the address bar) and your card details are encrypted. We don't see them, we don't store them.

I am trying to pay by card, but I am getting a message telling me my card cannot be accepted, even though I haven't typed in any number

In order to use a credit card to pay for your membership, you need to enable Javascript in your browser. Here is an independent website that explains what to do depending on your system and browser (this will open in a new tab or window): www.enable-javascript.com

Then you can go to : www.poissonrouge.com/subscribe
You will need to be logged on so your membership can be updated automatically.
You can also pay through Paypal WITHOUT creating a Paypal account.

I am trying to pay by card, but I cannot enter my details in the fields

• If you are on a telephone or a tablet, please try from a desktop computer.
• Alternatively you can use the Paypal link (you do not have to create an account if you do not have one).
• If all fails, please contact us (please copy and paste): bigfish@poissonrouge.com

Is renewal automatic? Do you keep payment details?

No. We will send you one email towards the end of your membership and you can find out at any time how many days you have left here: www.poissonrouge.com/account
We do not store (or even see) your payment details at any time.

My issue is not listed here

Please get in touch (please copy and paste): bigfish@poissonrouge.com

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