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Technical FAQ

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 but I am not receiving an email with the username and password

I registered as a school but you are not getting back to me

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'm registered, I go to the games area and I have a blank page

I'm registered, I go to the games area and I get a tiny image

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

Is renewal automatic?

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 but I am not receiving an email with the username and password

Please make sure there isn't a spelling mistake in the email address you have entered. You can check by trying to register again : 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:

1. Our message is considered "Undesirable" but 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, please put our email address (bigfish@poissonrouge.com) in your contacts and get the password from this page:

www.poissonrouge.com/login/forgot

If none of the above works, please get in touch: support@poissonrouge.com.

2. Your mail provider has rejected our message.
This sometimes happens with educational/governmental organisations.
  • 2a. School registration.
    Sometimes your email provider notifies us that our message has been rejected, we then try to contact you by telephone. Sometimes they do not notify us. In this case we have no way of finding out quickly.

    If you do not receive confirmation of your registration within 24h after sending the form, please contact us: edith@poissonrouge.com.

  • 2b. Home use registration.
    Please put our sending address (bigfish@poissonrouge.com) in your contacts and get the password from this page :

    www.poissonrouge.com/login/forgot

    If you do not receive anything, please get in touch : support@poissonrouge.com and/or try with a different email provider if you can (gmail for instance).
3. 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 the password from this page: www.poissonrouge.com/login/forgot

If all fails, please get in touch: support@poissonrouge.com.





I registered as a school but you are not getting back to me

It might be that our message has been rejected by your email provider.
This happens often with educational/governmental organisations. Sometimes email providers let us know. When they do we try and give you a phone call. When they don't we have no way of knowing that our emails are not getting through to you, please try with another address if you can, maybe with a different, more lenient email provider (gmail, yahoo, etc).

If none of the above applies to you, please register again. Make sure you get the confirmation page. 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





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/members

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/members

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'm registered, I go to the games area and I have a blank page

You need Flash to use the site. Please download it from here: get.adobe.com





I'm registered, I go to the games area and I get a tiny image

It's a "cache" problem. To reload the pages that do not display properly please do this:

PC: When you are on a page where the Flash appears tiny, press on the Ctrl key, keep it pressed and press on F5. Let go of everything. The page should refresh and Flash display properly.

Mac: same thing with Apple + R or command + R Linux: F5






I want to use the website on a tablet

If you are using a tablet, our games have not been optimised for touch interaction - some of them will work, some of them not so well (drag and drop for instance can be very processor intensive). You can try downloading "Puffin Academy", it is free, we are not affiliated, but they have approved Red Fish as a provider of educational content.

For iPad: Puffin Academy in iTunes
For Android devices: Puffin Academy in GooglePlay

Once you have downloaded the app, launch it. On the right handside top corner, there is a search box, type in poisson rouge and it will lead you to our page on their portal. Once on our website, use your login codes as usual.

We have also developed some apps, please find out more:
For iPad: Red Fish apps for iPad
For Android devices: Red Fish apps for Android





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.





Is renewal automatic?

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





My issue is not listed here

Please get in touch: support@poissonrouge.com


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