Help & knowledge base
Common questions, written tutorials (videos as we film them), account and billing, underage & guardian help, legal, and safety. Still stuck? Contact us or email [email protected].
Browse by topic
Getting startedJoin, set up your profile, and take your first swap.15 articlesTutorials & videosStep-by-step walkthroughs with written steps. Video still uses the hosts intro until dedicated clips are recorded.3 articlesAccount & loginPassword, email, profile, and membership badges.6 articles · clear filterSwaps & mailingRequests, labels, packing notes, tracking, and thank-yous.27 articlesPrivacy & addressWho sees your street, city, and email.2 articlesBilling & support tiersOptional PayPal subscriptions, donations, and refunds.2 articlesUnderage & guardiansAge 13+, parent consent, and what teens can do.3 articlesSafety & blockingBlocks, reports, stalking, and staying safe with mail.3 articlesLegal mattersHouse rules, illegal mail, and what hosts can do.2 articlesTroubleshootingEmails not arriving, stuck swaps, and site issues.4 articles
Account & login
- Account & loginAdd the site to your phoneInstall Penpal like an app so Home, Swaps, and Alerts are one tap while you pack envelopes.
- Account & loginInstall Messages as its own appPut a Messages icon on your phone or PC. The website still has Messages — this is the same inbox in its own window.
- Account & loginLock-screen alerts on your phoneOptional push alerts for swap updates and forum replies, same as the header bell.
- Account & loginSign in, password & email changesCan’t log in? Need a new password or email?
- Account & loginMembership badges & verificationSupporter tiers, verified members, and what badges mean.
- Account & loginLeaving or deleting your accountHow to stop swapping and ask hosts to remove access.
Short FAQ · New-member checklist · House rules · Legal & safety · Support us