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Frequently Asked Questions:

Thank you for your interest in our KidsSoup Membership.

Terms of Use

Printing:

To be able to view and print our PDF files, you will need to have the newest version of Adobe Acrobat installed. Please use the following link to download the newest Adobe Acrobat Reader:

http://www.adobe.com/products/acrobat/readstep2.html

Other printing problems with Adobe Acrobat please click here.

Purchase and Renewal:

Question: Can I pay per check or Purchase Order?

Answer: Yes! we accept checks and purchase orders. Please follow our check payment instructions.

Question: I purchased a KidsSoup membership, but I get a message that I am not a member of your site.

Answer: Please contact us immediately so we can look into the issue and activate your account right away. Contact us at: customerservice@kidssoup.com.

Question: I did not receive an email confirmation about my KidsSoup membership purchase and I cannot login.

Answer: Sometimes the email address is misspelled when our customers sign up for the membership. Please contact us at: customerservice@kidssoup.com and we will be happy to update your account for you.

Question:  What is the Automatic Renewal Service?

Answer : The Automatic Renewal Service is a fast and convenient way to maintain access to all the resources offered by the KidsSoup Resource Library and the ABC Twiggles member sites by automatically renewing your memberships before they expire.

Question: How do I know if I am enrolled in Automatic Renewal?

Answer: If you purchase a membership to the KidsSoup Resource Library or the ABC Twiggles member site using a credit card or PayPal you are automatically enrolled in the Automatic Renewal Service unless you cancel this service.  You can review the memberships that are scheduled to renew automatically by signing in to our online store (www.kidssoup.com/store) and navigating to the My Account Page.

Question: What credit card number will be used for the Automatic Renewal?

Answer: You can view the payment information and schedule for an Automatic Renewal by signing in to our online store (www.kidssoup.com/store) and navigating to the My Account Page.

Question: When will the Automatic Renewal occur?

Answer: Subscriptions expire one year from the purchase date.  If your subscription is purchased using a credit card, your subscription will typically renew 14 days prior to its expiration date.  If your subscription is purchased using PayPal, PayPal typically will renew your subscription on your behalf on the expiration date.  To view the payment information and schedule for an Automatic Renewal, please sign in to our online store (www.kidssoup.com/store) and navigating to the My Account Page.

Question: How do I update or use a different credit card for the Automatic Renewal?

Answer :   You may change your billing information by purchasing a new subscription from our online store (www.kidssoup.com/store).  During the checkout process, please login as a returning customer instead of a new customer.  In addition, please remember to cancel the Automatic Renewal for your current subscription to avoid attempts by our payment processors to renew your current subscription.

Question: How do I cancel the Automatic Renewal Service?

Answer: You may cancel your Automatic Renewal registration by signing in to our online store (www.kidssoup.com/store) and navigating to the My Account Page.   Please do this at least 15 days before your membership expiration date to avoid an automatic charge.

Question: If the Automatic Renewal is processed before my membership expires, will I lose any membership time?

Answer:  No – a full 12 months of membership time is credited to your membership once a successful automatic renewal is confirmed.
For example: if you have 14 days of membership time remaining on the day the automatic renewal is processed, you will receive a total of 12 months plus 14 days.

Question:  Will I receive email notification prior to my Automatic Renewal?

Answer :   If your membership was purchased using a credit card our payment processor will send you an email notification 7 days before processing the Automatic Renewal.  If your membership was purchased using PayPal you will not receive notification prior to your renewal as PayPal does not notify customers prior to renewing memberships.

Question:  I received an email informing me that KidsSoup is unable to automatically renew my membership due to invalid payment information. What do I do?

Answer :   Please visit our online store www.kidssoup.com/store and purchase a new membership.  You should also cancel the Automatic Renewal of your current membership to avoid further payment attempts from our payment processor.

Question: What if I purchase a new membership before the Automatic Renewal occurs?

Answer: The new membership will be treated as an additional membership and the Automatic Renewal will be processed unless you cancel it.  Depending on the type (number of users) of each membership, the memberships will combine into the corresponding multi-user membership during the period of overlap.  For example, if a One User membership is purchased on January 1st and a One user membership is automatically renewed on January 15th,  the memberships  will combine into a two user membership from January 15th to January 1st  and then revert back to a one user membership from January  2nd to January 15th.

Membership:

Question: I would like to change my account information, including email or password.

Answer: To change your account information, use the following link: http://kidssoup.com/store/login.php . Log in as a returning customer and enter your current email and password and click on Sign In. Click on View or change my account information or Change my account password to update your account. Click on Log Off on the green bar to protect your account information.

Question: I forgot my password.

Answer: To request a new password, use the following link: https://www.kidssoup.com/store/login.php and click on the Password forgotten? Click here. A new password will be sent to the email account you provided when you purchased your KidsSoup membership.

Question: I requested a new password but didn’t hear back from you.

Answer: If you do not receive a new password in your email, it could be that you misspelled your email address when you signed up, or your email provider sent the email to your spam or bulk folder. Please add kidssoup.com to your safe sender list. If you still do not receive emails from us, please contact us at: customerservice@kidssoup.com and we will be happy to update your account for you.

Question: I cannot print any of the PDF files or the pages show up blank.

Answer: This is an Adobe Acrobat issue on your computer. Adobe Acrobat is opening up a small window behind all your browser windows asking you to upgrade your Adobe Acrobat program. You can either choose to upgrade (it is free) or just close the small window.

To be able to view and print our PDF files, you will need to have the newest version of Adobe Acrobat installed. If you don't see the small window, please use the following link to download the newest Adobe Acrobat Reader: http://www.adobe.com/products/acrobat/readstep2.html.

Question: I am a newsletter subscriber, but I cannot login to the member site.

Answer: To log in to our member site, you need to have purchased a KidsSoup membership. Use the following link to purchase a membership: http://kidssoup.com/store/index.php

Please send any questions or concerns to customerservice@kidssoup.com, and we will respond promptly.

Printing Problems with Adobe Acrobat? Please read this...

It is possible that when attempting to print some of our printables you will receive the following error message:
The document could not be printed
There were no pages selected to print

If you experience this problem, you need to repair your Acrobat Reader installation using these steps:

1. Launch Adobe Reader (Start | All Programs | Adobe Reader)
2. In the Adobe Reader toolbar click: HELP | Repair Adobe Reader Installation.
3. Click yes when asked if you are sure you want to repair the current installation.

We will continue to monitor Adobe’s activity and advice our customers when a permanent solution becomes available.