Technical Support FAQ's

1. How do I join Kids Club?

2. Why do I have to enter my Personal Information to Join the Kids Club?

3. What does my computer need to use this web site?

4. What screen resolution is required to use this web site?

5. Is Flash required to use this web site? If so, what version?

6. Is Java required to use this web site? If so, what version?

7. Do I need Sound on my computer to play the games?

8. Can I use this web site if I have a dial-up internet connection?

9. What web browsers are supported by this web site?

10. What if I forget my password?

11. How do I change my password?

12. What if I forgot to transfer my points to my new account?

13. When I try and play a game, it doesn’t start for me, what’s wrong?

14. Why do some of the games seem slow?

15. I played a game, but did not get any points. Why?

16. Why am I not getting any more points?

17. How do I claim a prize?

18. I have claimed a prize but have not yet received it. Why?

19. How do I find out more about Chapman’s Ice Cream?

20. What if my question isn’t listed here?

1. How do I join Kids Club?

To join Kids Club, simply click the “Join the Kids Club” button in the top right-hand corner of the screen. Fill out the form on the screen to create your new account but remember to add in your account information so we can transfer your points to your new account! Click the ‘Submit’ button once you are done. You are an official member! Now type your Username and Password that you created into the Login screen in the top right-hand corner and click “go”. Please note that it may take up to 10 days for your new points to be transferred so don’t worry if you don’t see your old points right away. Now that you’re a member, you can play games and activities while collecting valuable points that you can redeem for great prizes. Have fun! top

2. Why do I have to enter my Personal Information to Join the Kids Club?

When signing up to be a member of Kids Club, we have to get some information from you for a few different reasons. First, we need your name and city so that we can keep track of the prizes we send out to you. We also need you to choose a UserName and Password so that only you can login to your account and collect points. We do not share any of the information that is collected from you. Please see our Privacy Policy for more information on how we use and protect your information.top

3. What does my computer need to use this web site?

In order to use the site you need to have an internet connection. High speed is recommended however, you are able to use the site using a dial-up connection. If using a dial-up connection, you may notice that some of the games run a little bit slower but all of the functionality still exists. A standard PC will run most of the games and activities. Sound is also recommended but not a necessity. Having sound increases the excitement and enjoyment of the site.top

4. What screen resolution is required to use this web site?

The site is designed and is viewed best in 1024 x 768 however, all of the functionality is maintained when viewing at 800 x 600. Anything other than these two display settings may cause viewing difficulties. Please contact us if you are having difficulties changing your display settings.top

5. Is Flash required to use this web site? If so, what version?

Flash is needed in order to play some of the games. Our games were designed to use the current version of flash. If you do not have flash, you can download it by visiting our Technical Support page - Software Requirements. Please be sure to check with an adult before doing any downloading.top

6. Is Java required to use this web site? If so, what version?

Java is needed in order to play some of the games. Our games were designed to use the current version of Java. If you do not have Java, you can download it by visiting our our Technical Support page - Software Requirements. Please be sure to check with an adult before doing any downloading. top

7. Do I need Sound on my computer to play the games?

Both the web site and the games do use sound; however, you don’t have to have sound in order to play the games or use the site. Sound only increases the excitement of the games and makes the site more fun. top

8. Can I use this web site if I have a dial-up internet connection?

Yes. Dial-up users are able enjoy the games and activities in the Kids Club. Some items may take a bit longer to load so you might have to be patient, but you can still collect your points and redeem them for great prizes!top

9. What web browsers are supported by this web site?

Internet Explorer
Netscape Navigator
FireFox
Mozilla

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10. What if I forget my password?

If you forget your password, simply click on the “forgot password” button in the top right-hand corner of the screen. Enter in either your UserName or your Email Address and hit the “submit” button. We will email you the password right-away to the email address that you entered when you signed up. Once you’ve checked your email and got your password, you can go ahead and log in! top

11. How do I change my password?

In order to change your password, make sure you are logged in and click on the My Account button in the top menu. You will see a list of options of items you are able to change. Click the Change My Password button. It will ask you to enter your current or old password (which is your current password) , then enter a new password, you must also retype your new password and click Submit for the new password to be saved.top

12. What if I forgot to transfer my points to my new account?

If you forgot to request to have your points transferred when you first signed up for your new account, you have up until December 31, 2007 to request a transfer. After this date, any un-claimed points from previous Kids Club accounts will be discarded and will not be available for transfer. If you have points that you wish to transfer, you can contact us with your old account name and email address, as well as your new UserName and Password and we will transfer your points to your new account. Please note that the transfer process can take up to 10 days before your old points will be added to your total.top

13. When I try and play a game, it doesn’t start for me, what’s wrong?

If you’re having trouble playing a game, there could be a number of causes:

Make sure that you have the required software installed. Some of our games require Flash be installed and some require Java to be installed. Both Flash and Java are software that is free. Links to these downloads are available on our Technical Support page - Software Requirements.
Try logging off of the kids club site and then logging back in to see if this fixes the problem.
If the first two suggestions don’t work for you, try rebooting your computer and then trying again. If none of the above work, contact us and we can help you. top

14. Why do some of the games seem slow?

Some of the games may run a bit slower if using a dial-up internet connection. You are still able to play the games and collect points. top

15. I played a game, but did not get any points. Why?

Possible causes for not receiving points include the length of time you played the game for or your score in the game. Another possible cause for not receiving points is that you have already received the maximum number of points allowed for one day. The maximum points allowed for each day is 400. If you have received 400 all in one day, you can still play the games and activities, however, the points will stop accumulating at 400. The next day you are able to start collecting points again up to a maximum of 400. top

16. Why am I not getting any more points?

There is a maximum number of points you can collect for each day. The maximum number is 400 points. If you reach 400 in a day, you are still able to play the games and activities however, you will not receive any more points until the next day.top

17. How do I claim a prize?

To claim a prize, you must make sure you have enough points accumulated for the prize you want. Click the prizes menu at the top of the screen and click on the prize you want to claim. If you do not have enough points for that prize, you will get a message informing you that you need more points for that prize. Once you have chosen a prize that you have enough points for, click on the prize and a form will open. Enter your name and address and click submit. We are now able to send you your prize! It may take up to 6 weeks to receive it. We also send you an email with the details of your prize claim.top

18. I have claimed a prize but have not yet received it. Why?

If you have claimed a prize but not yet received it, it could be that it is on it’s way. Please allow at least 6 weeks for the prize to get to you. If it has been more than 6 weeks since you claimed your prize and you still don’t have it, email us at prizes@chapmans.ca and we will look into it for you.top

19. How do I find out more about Chapman’s Ice Cream?

To find out more about Chapman’s Ice Cream, you can click on the chapmans.ca link at the bottom of the screen which will take you to our corporate web site. Here you can view all of our products, print recipes, send e-cards, view our scrapbook, and get informed on what’s new with Chapman’s! You can also visit the corporate web site at www.chapmans.ca. top

20. What if my question isn’t listed here?

If you have a question that isn’t in this list, we will be happy to answer it for you. Just click here and let us know what we can help you with. We’ll get back to you as soon as we can with an answer. top