Welcome to our frequently asked questions!
About us
What is Miraculous Penpals ?
Neither book nor app!
The story takes place in paper form only, but it is not a book.
The story is interactive without being an app or a digital game.
The penpal receives real letters in the mailbox, reads them and replies by writing on paper and then sends the answer by mail. Thus, through this written correspondence on paper, a real story takes shape, a bit like a book that we would write together with the penpal.
With our digital offer, receive the adventure directly in PDF format in your inbox!
Kind of…
Just like a choose-your-own-adventure book, the reader makes choices that will determine what comes next in the story.
However…
– There is no wrong decision that can be made that would end the adventure.
– The penpal doesn’t play the hero, they are the hero of their own story.
– The penpal isn’t just turning the pages of a book, rather as the hero of this adventure, they are invited to pick up a pen and write new parts of the story.
– The medium is not a book, but an exchange of letters by mail or email between the reader and the characters of the story.
Who is Miraculous Penpals for?
Miraculous Penpals is designed for both children and adults. It is possible for people of all ages to become penpals.
Children that are learning to read may need the assistance of a proficient reader to fully understand the story and write their answer.
For older penpals, the “role play” dimension will take over the “realistic aspect” of the story. Every Ladybug and Cat Noir fan can enjoy it!
We provide stories enjoyed by readers of all genders. We chose to create stories that all readers will enjoy, no matter their age or their gender. All penpals will have to face the same challenges which will appeal to their intelligence and will make them think how to solve the mission.
The strong personalization of our adventure as well as its backstory does not allow multiple penpals to follow the same story. In order to fully experience the adventure, we recommend that each penpal subscribe to their own story.
How does it work?
Miraculous Penpals is only available in the United States in its postal version.
With our digital offer, Miraculous Penpals is now available worldwide!
In the first received mail, the penpal will get several letters which introduce elements of the story. The point here is to stimulate their imagination and encourage them to practice reading and writing through an exchange of letters.
Our hero can then either choose to reply by writing different letters to each character, or just one letter to the whole group or even to use the form attached in each envelope. As soon as we receive the penpal’s answer, the story can move on to new adventures!
A direct interaction between different subscribed penpals is impossible in our current story. If penpals start communicating with each other by mail without us seeing the letters pass, we might make the story evolve in a way that is inconsistent with their own interactions. The strong personalization of the adventures of each penpal does not make it possible to live a story together and therefore to cross paths with other adventures. However, this is an improvement that we will try to work on.
The story is written in six steps, as the penpal exchanges letters with their heroes. In each of these steps the penpal will receive an envelope with a set of letters and some gifts. The story will be completed at the end of this whole process, but we remind you that you can decide to put an end to the story at any given point, no matter how many letters have been exchanged. Click on the “Request closure of story” button and we will write a letter to the penpal ending the story on a positive and rewarding note. Your subscription must be valid for another month at the time of your request or you will need to subscribe to an additional month.
To end a story:
— Log in to “My Account“,
— Select the story
— Select the “Request closure of story” option.
Expect the first mail approximately 10 days after your registration. The response mail is then sent approximately 10 days after receiving the penpal’s response, and then the time for postal delivery must be added… You can expect one letter per month, depending on the time of response of the penpal.
So, with a 6 months subscription, you have 6 credits and you can live an adventure during 6 months, or two adventures during 3 months or three adventure during 2 months… it’s up to you!
Miraculous Penpals is designed for both children and adults. It is possible for people of all ages to become penpals.
We are not a learning method for kids and we do not claim to teach children to read and write. No tool, no matter how clever, will ever equal the effective help of an adult.
We offer an original and dynamic reading medium that motivates children to read. Every child, even those who don’t like reading, loves receiving mail in the mailbox. Children take part in a fantastic story of which they are the hero. The characters rely on them and, in order to help them, they need to grab a pen and write. We also offer an opportunity for parents to share quality time with their child and support them on the path of reading. Our goal: to make children love reading!
A subscription corresponds to a number of months during which you can use our service. If the penpal takes time to send us their reply, you will always be notified by email.
In order to get the most out of their subscription, we advise penpals to write to us regularly.
It is possible to pause the story at any time. Your subscription will go on but your subscribed months will add up to be used later, when the story is unpaused.
This story is developed through 6 letters, the story will be completed after the last exchange of letters. However, you can decide to put an end to the story at any given point, no matter how many letters have been exchanged. Click on the “Request closure of story” button and we will write a letter to the penpal ending the story on a positive and rewarding note. Your subscription must be valid for another month at the time of your request or you will need to subscribe to an additional month.
To end a story:
— Log in to “My Account“,
— Select the story,
— Select the “Request closure of story” option.
Subscriptions
Different kinds of subscriptions
You can choose a 1, 3 or 6 months subscription. Once you’ve subscribed and selected a story, you will receive their first letters and the story will move forward as they reply to these letters. Subscription renewal is automatic at the end of each billing cycle (1, 3 or 6 months) and extended for the same duration as the previous subscription.
The story will be completed at the end of this exchange process, but you can decide to put an end to the story at any given point, no matter how many letters have been exchanged. The penpal will continue to exchange letters until the expiry date of the subscription. Click on the “Request closure of story” button and we will write a letter to the penpal ending the story on a positive and rewarding note. Your subscription must be valid for another month at the time of your request or you will need to subscribe to an additional month.
To end a story:
— Log in to “My Account“,
— Select the penpal’s story,
— Select the “Request closure of story“ option.
You can also choose to buy a 6-letter pack to receive the whole story without any time limit.
Finally, Miraculous Penpals is now available worldwide with our digital offer, where the whole exchange takes place by email.
During the registration, you can choose when you would like the first mail to arrive. If you’d like the first mail to arrive as soon as possible, you will receive it within approximately 10 days. During the Christmas period the postal services are generally overloaded, we thus send the first mail 15 days before the chosen date of reception.
If the date you choose is too close, please note that we send by email some introductory elements that you can then download, print and put in a pretty envelope to give to the penpal while waiting for the first mail to arrive. Magic guaranteed!
If you’ve opted for a digital subscription, your first letter will be sent by email within 48h. You can also choose to receive the first email at a future date.
If you have a monthly, quarterly or bi-annually subscription, they are renewed automatically as long as you want to continue the adventure, so you don’t need to do anything in this case. You may wish to change the kind of subscription you have chosen, though, in which case you need to cancel your original subscription and make a new one.
Choosing a different kind of subscription:
— Log in to “My Account“,
— Click on “My subscriptions” on the left
— On the subscription concerned, click on the “Pause subscription” button
— Click on “confirm“
— Go back to the Penpals website
— Make a new subscription
If you are not the person who has made the original subscription, please contact us.
You can change your subscription plan at any time. The new months will be added to your account. Nothing changes for the penpal, they continue to exchange letters as usual and the adventure continues!
Choosing a different kind of subscription:
— Log in to “My Account“,
— Click on “My subscriptions” on the left
— On the subscription concerned, click on the “Pause subscription” button
— Click on “confirm“
— Go back to the Penpals website
— Make a new subscription
If you are not the person who has made the original subscription, please contact us.
Payment
Online payments on the Epopia Penpals website are 100% secure!
None of your banking information goes through our website. All payments are processed by certified banking systems.
We accept all major credit cards including Visa, MasterCard, Discover and American Express.
Shipping is included in the subscription for the United States.
We charge sales tax based on the shipping address for most states. Taxes will be calculated at checkout.
It is not possible to pay for an annual subscription in installments. Instead, you can simply choose a monthly subscription.
If you have a monthly, quarterly or bi-annually subscription, they are renewed automatically as long as you want to continue the adventure, so you don’t need to do anything in this case. You may wish to change the kind of subscription you have chosen, though, in which case you need to cancel your original subscription and make a new one.
Choosing a different kind of subscription:
— Log in to “My Account“,
— Click on “My subscription” on the left
— On the subscription concerned, click on the “Pause subscription” button
— Click on “confirm“
— Go back to the Penpals website
— Make a new subscription
If you are not the person who has made the original subscription, please contact us.
You will receive a link to your invoice in the confirmation email as soon as the payment is processed . You can also find all your invoices in your “Order History”.
We do not offer a service to share the payment of a subscription. If you wish to do so, you can take turns making monthly or quarterly subscriptions.
Provided that the penpals live at the same delivery address, there is no problem in purchasing multiple subscriptions at once. Once the purchase is completed, it’s important to choose a story for each penpal so that each of them will be entitled to a number of credits (1 credit = 1 month) . Every active story will use up one credit per month.
With a 6 months subscription, you have 6 credits and you can live an adventure during 6 months, or two adventure during 3 months or three adventure during 2 months… it’s up to you!
Promo codes are generally valid for a limited number of transactions and for a limited amount of time.
If your discount code does not work, check that it is spelled correctly (capital letters, numbers, symbols) and that no space is added at the beginning or at the end. We recommend copy / pasting the code rather than typing it in. Most discount codes have a limited lifespan so double check its expiration date when you receive it.
You have received an email letting you know that your subscription wasn’t able to extend automatically. The payment wasn’t able to process, making your subscription inactive. No worries, you are still able to extend your subscription! It’s as easy as a wave of a magic wand!
Depending on the error indicated in the email, please follow the procedures listed:
An error occurred while processing your card. Try again in a little bit
There was an error while attempting to pay with your card. This issue should be resolved the next time your card is charged.
Your card has expired
Your bank card has expired. Please enter your new card information, your subscription will then reactivate.
Your card has insufficient funds
Your bank account has insufficient funds to make the purchase
Your card was declined or Your card does not support this purchase
Please make sure all your card information is entered correctly in your Epopia account. If you have entered correct information and the payment still will not process, automatic subscription payments may not be authorized on your credit card. We invite you to contact your bank.
To register a new card:
Go to “My Account”
Click on My Subscriptions
Payment and then Edit
Enter your new payment information
Submit
To delete a registered card:
Go to “My Account”
Click on My Subscriptions
Payment and then Edit
Delete your payment information
Submit
Registration procedure
The personalization step is essential to the development of the story and must be completed as soon as you are registered. This step allows us to confirm the postal address and the reading level of the penpal. It also allows us to customize the first letters according to their preferences.
If you want the first mail to be a surprise, we suggest that you complete this step without the person you’re gifting the subscription to.
If you are missing some information to finalize the personalization, get help from someone familiar with the penpal like a parent or a close friend.
To customize:
– Log in to “My account”,
– Select the story or choose a new one in the “My stories” tab
– Fill in all the fields of the 4 personalization sections
It’s up to you! You can choose to surprise the penpal with the first letter or you can ask them to actively participate in their own subscription.
If it’s a gift, we suggest keeping this subscription a secret from the penpal that way they can be surprised when they receive their first envelope. If you like the surprise scenario, fill out the fields yourself. If you are missing some information to finalize the personalization, get help from someone familiar with the penpal like a parent or a close friend.
If you are unable to complete your registration, check that you’ve filled all the required fields. To check that all the fields are filled correctly completed, please check all registration steps.
– In the Address step, if you have indicated that the penpal does not live at the billing address, you must fill in their delivery address.
– Finally, please make sure to read and accept Our Terms and Conditions.
Operation
Receiving letters
The delivery time of the first mail of the story is approximately 10 days after the personalization step. During the Christmas period, the delivery time is shorter so that the mail arrives on time.
Once all the personalization questions are answered, an email is sent to confirm that the data is complete and that the first mail is being created. Your penpal’s story is then written by Ladybug and Cat Noir and you’ll receive an email as soon as the mail has been handed over to USPS. If 10 days later, the mail still hasn’t arrived, let us know!
The following mail for the adventure is generally written between 10 and 15 days after receiving the penpal’s reply. However, depending on the level of originality of their letter, this period can be longer. In addition to this, potential postal delays must be taken into account.
When the new mail is dispatched, you are immediately informed by email. Three weeks after sending the letters, if we don’t get an answer from you, we’ll send you a message to check if our mail reached its destination!
If the first package is slow to arrive, you can use the different introductive elements you received by email. Print them and slip them in a pretty envelope to start the adventure.
The first mail should normally reach you within 15 days after you’ve completed the personalization step of the story.
– 1st mail: If you have not received an email confirming that the personalization is complete, please make sure you have finalized this first step. This allows us to validate the penpal’s address and reading level as well as to customize the first letters according to their preferences.
Once you’ve answered all the personalization questions or once we’ve received the penpal’s reply, you’ll receive an email confirming that the data is complete and that the adventure can fully start. The penpal’s letter is then written by one of our writers and you’ll receive a new email as soon as the envelope has been dispatched.
If 10 days after receiving the dispatch confirmation email, the mail has still not arrived, there may be a delivery problem. In this case, please check if the postal address indicated on your account is correct. Once the elements have been verified, send us an email at penpals@epopia.com so that we can dispatch the mail again as soon as possible.
In any event, if three weeks after sending our mail, we don’t have a response from you, we will send you an email to make sure that the mail has reached its destination!
To customize the penpal experience:
– Log in to “My account”,
– Select the penpal’s story or add a new story
– Fill in fields associated to the 4 personalization steps
To validate the mailing address:
– Log in to “My account”,
– Select the penpal’s story
– Click on the “Modify address” button
– Check that all fields are correct
– Check that the penpal’s name appears on the letterbox of the address indicated
– Click on “Validate“.
Answering letters
The penpal must use the pre-paid return envelope provided with their mail to post their answers. If the answers exceed the 20g allowed, if you have lost the envelope, please send them to us with your own postage to the following address:
Epopia Penpals
Miraculous Mail Service
PO Box 686 Wilmington,
MA 01887-0686
You can also send us the penpal’s answers by uploading them to your account:
To upload responses:
– Scan or take a picture of their mail.
– Log in to “My account“,
– Select the story
– Upload your files. You can upload multiple files if needed.
In any case, we recommend to take pictures of the penpal’s responses and upload them to their accounts to prevent any problems due to loss of mail.
Once they receive their mail, the penpal can take as much time as needed to reply. Of course, we encourage them to respond on a monthly basis in order to benefit as much as possible from our service and to be able to move further in the adventure.
Our goal is to respect the rhythm of each penpal without putting any pressure on them. Our reminders are always positive and encouraging in order to incite them without forcing them. If they need more time, the characters of the story are in no hurry and they will patiently wait for the answer. We want to offer the most respectful and motivating experience possible while the penpal reads and writes.
The penpal can reply with a pen or a keyboard, what matters is that they enjoy writing. They cannot however send their reply by email themselves.
You can easily send us the penpal’s answers by uploading them to your personal account:
To upload the penpal’s answers:
– Scan or take a picture of their mail.
– Log in to “My account“,
– Select the story
– Upload your files. You can upload multiple files if needed.
Yes. All the exchanged letters received by the penpal can be viewed and downloaded from your account.
We try to digitize all the letters that we receive in order to put each individual penpal’s correspondence together into one book at the end of an adventure.
To consult the letters:
– Log in to “My account“
– Select the penpal’s story
– Choose the episode you’d like to access
– Click on “Download mail“.
With your first mail, you will receive a sticker sheet for the response envelope. These stickers allow you to put the penpal’s number on their envelope and their letters.
This secret code is also written on all the letters, below the illustration on the top left corner. It is also present on the envelope.
The end of the story
The story Miraculous consists of 6 letters.
Regardless of the number of letters already exchanged, if you want to end the story, it is possible to do so at any time. Click on the button “Request an ending“ and our writers will specially create a letter for the penpal that ends the story on a positive and empowering note.
To do this, it is necessary to have at least one remaining month on your account at the time of your request or to subscribe to an additional month.
To end a story:
– Log in to “My Account“,
– Select the story you’d like to end,
– Click on “Request closure of story“
Our subscription offers are renewed automatically. As long as you want to continue the adventure, you don’t have anything to do! At any time, and with a single click, you can stop any renewal.
You can also change your subscription plan at any time. The new months subscribed will be added to your account and the adventure will continue where it left off.
Whether you are the initial subscriber or you were later added by another parent, you can prolong the adventure or change the subscription plan.
To extend a subscription or to prolong an adventure:
– Connect to “My account“
– Click on “My subscriptions” in the left menu,
– Select the subscription you’d like to modify, click on “Pause subscription“
– Click on “confirm“
– Return to the Penpals website
– Subscribe to the new subscription of your choice
New credits purchased will apply to your current stories.
It always saddens us to learn that a penpal has lost interest in the outcome of their adventure. Most penpals eventually come back to their story and eagerly dive back into the creative experience. When the penpal wants to resume the adventure, all you need to do is re-activate it.
Within 3 weeks after we’ve posted our letter to the penpal, we will verify that you’ve received the letter and that you are able to respond. If the penpal doesn’t seem excited about the Epopia experience, you can explain that this is a game in which he/she/they is the main character.
You can also suggest that the penpal directly express their doubts about the game to the story characters themselves. Our authors will be happy to answer and to encourage the penpal to keep the story going!
If there’s nothing to be done and the penpal is still reluctant to keep going with the story, you can use the remaining months of your subscription for another recipient. To do this, simply create a new story.
Epopia Penpals loves simplicity:
To pause your subscription, log into “your Epopia Penpals account”, then click on “My subscriptions” in the left hand side menu, select the subscription you’d like to pause, then click on “Pause subscription”. This will stop any new payments from going through. Your subscription will end when all previously acquired credits are used.
To stop your subscription:
– Connect to “My account“
– Click on “My subscriptions” in menu on the left
– Select the subscription you’d like to pause
– Click on “Pause subscription“
– Click on “confirm“
If you wish to end a story, simply click on the button “Request closure of story” Our writers will create a final letter that is positive and rewarding for the penpal. To do this, you must have a full month subscription left in your account at the time of your request. If not, you’ll have to subscribe for an additional month.
To finish a story:
– Connect to “My account“
– Select the story you’d like to end
– Select “Request closure of story“
My account
In order to access your Epopia Penpals account, you must click on the “connect” button in the banner in the upper right side of the site, enter your email address, and your password. This should log you into your account.
If you cannot log in, your password is incorrect. Please reset your password.
If you have never received an email from us, either they have landed in your Spambox, or the address provided during registration is incorrect. If this is your situation, please contact us.
You can modify the penpal’s preference information at any time by going to “My Account“.
To change their name, address, age, or reading level, select their story and click on the “Change the penpal’s information” or “Change address” button.
To modify the personalization responses before sending the first letter, select the correct story, select what you’d like to modify, then click on “Validate“.
To modify the answers given to the last letter received, select the correct story, and select “Answer questions“. If the modifications are for an old letter, it is likely that you will not be able to access it to avoid making the current story incoherent. If this is your situation, please contact us.
To change an answer:
– Go to “My account“
– Select the penpal’s story
– Apply the desired changes depending on the chosen stage / chapter.
You can check your credit counter at any time by clicking on “My account“, then on “My credits“.
At any time, you can decide to extend the penpal’s adventure by subscribing for additional months. These will automatically be added to your credit counter. Each month, the time counter decreases by one credit per active story.
To retrieve your password, click on the “connect” button in the upper right side of the home page, then click on “forgotten password“.
If you’ve never received an email from us, it is likely that the emails are in your Spambox or that the e-mail address entered during registration is incorrect. If this is the case, please contact us.
If you no longer wish to receive messages about a penpal’s subscription, you can choose to stop receiving the emails:
– Connect to “My account“,
– Click on the correct story
– Click on “Stop receiving notifications“.
To change the email address, log in to “My Account” and click on “My Information”.
Miraculous Penpals - Digital
The digital offer gives you access to the story “Miraculous” in its digital version. The correspondence will take place online. Your letters will be sent by emai directly in your inbox. You’ll then be able to print out the answer sheet, complete it, scan it and upload it on your online account. You can also fill in the form directly on your account.
With the postal offer, the letters will be sent to you by mail and goodies will be included in every envelope. The postal offer can either be a monthly subscription or a full 6 letter pack, depending on the subscription plan you chose when you registered to Miraculous Penpals.
With the digital offer, the letters will be sent to you by email and you’ll receive printable collectibles and goodies: a personalized Miraculous diploma with your name on it, a big poster, stickers, exclusive content and illustrations, and so on! With this offer, you’ll receive the whole story in 6 letters that you can receive without any time limit.
Sending letters exclusively by email allows us to reduce the price of the digital offer. With the postal offer, sending out the letters through the postal service and adding the goodies has an additional cost compared to an email.
It is currently impossible to move from one type of story to another.
To answer us, all you have to do is complete the answer sheet with the information of your choice. You can then upload it on your online account. You can also answer the questions directly online by filling in the form on your account.
To activate a digital story, you need to subscribe to a digital subscription. Once you’ve susbscribed, log into your account and then click on “Activate a new story”. On the presentation page of the story, click on the digital version. Complete the personalization form and, a few days later, you’ll receive the first letters of the adventure in your inbox.
Postal credits must be used for stories sent by mail. It is not possible to activate a digital story with a postal credit.
The digital offer includes 6 letters that make up the Miraculous adventure.
You can find all our previous letters on your online account. To do so, log into your account and click on your current story. Then click on the letter you’d like to read and download its PDF.
The story is the same in the digital and the postal format. A Penpal who already lived an adventure with Ladybug and Cat Noir by postal mail will receive exactly the same plot and the same letters in their digital version.
Miraculous Penpals is available worldwide. If you live in the US, you can either subscribe to our postal offer and receive your letters in your mailbox or to our digital offer and receive your letters in PDF format directly in your inbox.
If you live outside of the US, you can subscribe to our digital offer to receive your adventure, including letters and printable collectibles, by email.
Other questions
Want to get information about us, interview the team, film a penpal opening a mail or ask parents for advice? Contact us at hello@miraculous-penpals.com and we’ll be glad to help!
First of all,thank you! We are particularly happy when new penpals or fans join us on the advice of a loved one because it means that the magic is really there!
We invite you to share your experience on our social media platforms (Instagram, Facebook, Twitter, TikTok) and to share and like our posts. You can also introduce this great concept to your friends and talk to other fans about it.
Miraculous Penpals is dedicated to protecting your privacy and safeguarding your information. Please read our Privacy Policy for more information.
You didn’t find your answer in this FAQ? Do you have a specific request? You’d like to give us candy? We reply to everyone with a smile 🙂 Send us a message.