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FAQ

Frequently Asked Questions

General Questions

Snail Mail is a term used to describe the process of sending communications through the postal service. This phrasing was created after the invention of computers and the subsequent internet, at which point mailing envelopes was much slower than simply hopping online and shooting someone an email.

Snail Mail Friends targets creative Snail Mail and not solely penpalling. If you are looking for a pen pal, you can visit several large pen pal websites.
Anyone over the age of 18 years with a valid email address and shipping address can make an account on Snail Mail Friends.
First, you complete your profile in your account (Dashboard). Adding your art to your gallery is also a good idea. This way, Snail Mail Friends members can see your style. Once your profile is complete, you can start connecting to people through events or personal swaps. It's easy to join an event or request a personal swap with a member by clicking "request personal swaps".
The goal of the rating system is to rate the swap, not the person. Always read the member profile; here, you will find their creative style and if they are a beginner, intermediate or advanced Snail Mailer. After completing a swap and registering it, you have the option to rate the swap. When the Snail Mail meets the swap requirements or not, you rate it accordingly.
Simply click the blue "Add Friend" button on the member's profile page. A friend request will be sent, and when the friend request is accepted, you can see your friend's updates and when they upload new art.
Swap Trackr+ is a unique and exclusive feature on Snail Mail Friends for Platinum members. This unique feature lets Platinum members track all their external swaps. Of course, all Snail Mail Friends swaps will automatically be registered, and external swaps must be entered manually. It's the best way to keep your Snail Mail adventures organized.
Depending on your membership plan, you have a certain number of postcards that you can swap. Postcards are quick and easy Snail Mail swaps and have a separate Snail Mail count.

When a postcard swap event is set up, you will send it to and receive it from the same person. When a random swap event is set up, you send it to and receive it from a different member.
You can choose what kind of notifications you would like to receive. You can choose whether you want to receive the notification by email or a browser notification.

Please note, you cannot disable some email notifications.

Change the notification settings:
1. Log in to your Snail Mail Friends account
2. Go to Account > Account & Security
3. Navigate to Notification Settings
4. Change your settings
5. Click on the Save Changes button
You voluntarily send swaps to members who have not received their swap from their assigned swap partner in an event.

A resend request will first be sent to the original swap partner if a swap is marked as lost. If the person declines the swap, a resend request will be made to the event creator. If the creator also declines it or if the creator has indicated not to be an Angel for the event, we will look for other Angels.

If you get a request to Angel, you still have the option to decline the swap. So you're totally in control, and you can cancel at any time.

I want to be a Snail Mail Friends Angel:
1. Log in to your Snail Mail Friends account
2. Go to Account > My Profile
3. Navigate to Edit Basic Information
4. Enable the option I will Angel lost swaps
5. Click on the Save Changes button
Platinum members can activate the SMS option in their dashboard. This feature enables you to receive a notification when you receive a new swap request. Also, when a recipient of one of your Snail Mails enters the Tracking ID, Snail Mail Friends will notify you that your swap has arrived.
Although we understand that members would like to swap within a specific group, we have chosen not to facilitate this. Most groups start with good intentions but have difficulty keeping members active. No one wants to sift through numerous inactive groups.

It is possible to host regional swaps, so you can swap within your own country to keep postage low, for example.
Everyone can join a swap, whether you're a beginner, intermediate or advanced. There is no option to target a creative level. Nothing is more annoying than not being able to join a swap because of levels!

We all started somewhere on the curve, and whether you are a beginner or an advanced Snail Mailer, we are all in it to create!
Yes, you can. Just go to your dash board and uncheck personal and random swaps.
If you want to feature a story/tutorial on the Snail Mail Friends Blog, you can email us at info@snailmailfriends.com.

You can always share your story on the forum or in a shortened form on your profile when Snail Mail Friends does not select your item for the blog.
We strive to answer your e-mail within 3 working days.

My Account

Two-step verification adds an extra layer of protection to your account. Whenever you sign in to our website, you'll need to enter both your password and also a security code generated by your authenticator app on your mobile.

Steps to enable 2-Factor Authentication:
1. Log in to your Snail Mail Friends account
2. Go to Account > Account & Security
3. Navigate to 2-Factor Authentication (2FA)
4. Follow the instructions on your screen
5. Click on the Go to next step button
6. Enter the code we send to your email address and enter your 6-digit 2FA security code provided by your Google Authenticator App
7. Click on the Verify button
8. Copy the backup codes and press Yes, I have saved the backup codes in a safe place
9. Click on the Enable 2FA button
Two-step verification adds an extra layer of protection to your account. Whenever you sign in to our website, you'll need to enter both your password and also a security code generated by your authenticator app on your mobile.

Steps to disable 2-Factor Authentication:
1. Log in to your Snail Mail Friends account
2. Go to Account > Account & Security
3. Navigate to 2-Factor Authentication (2FA)
4. Enter your 6-digit 2FA security code provided by your Authenticator App
5. Click on the Disable 2-Factor Authentication button
If your 2FA codes keep showing as invalid, try time-sync your mobile device. For the authenticator to work correctly, your time must show the correct local time, date, and time zone. Android and Windows phones have an option to correct time errors inside the Authenticator app properties if you do not wish to sync your clock. iOS devices must be set to use Internet time to make sure the clock is synced correctly.

What to do if you get a 2FA error when enabling 2FA security.

If you still have problems after synchronizing the time of your device and have not yet enabled 2FA in your account, delete your Snail Mail Friends account from the Google Authenticator App and perform the process again.
Night mode is a user interface for content that displays light text on a dark background. Night mode is beneficial for those viewing mobile computing device screens at night. The reduced brightness can reduce eye strain in low-light conditions. It also helps conserve battery power on laptops and mobile devices.

Steps to change Night Mode:
1. Log in to your Snail Mail Friends account
2. Go to Account > Account & Security
3. Navigate to Night Mode
4. Enable or disable this option using the switch
Sorry that you're having trouble logging in, that's frustrating.

To fix it, first, check that:
You're connected to the internet
Your browser allows cookies
your username and password are correct

You can also try resetting your Snail Mail Friends password. Just follow the instructions here to reset your password. If you keep having problems, get in touch at support@snailmailfriends.com.
At this time, it's not possible to upload your own banner. The banner consists of a repeated pattern. Not everyone has access to seamless designs or can create one.
No, it is not possible to change your username. You can choose to close your account and create a new one.
Make sure the profile photo has a minimum size of 300x300 pixels, and you save it in: .JPEG, .JPG, .PNG, .GIF or .BMP format. The maximum file size is 3.5MB.
We all have our favorite paper/tool lines. When you choose your favorite brands, it's easier for other swappers to make something tailored or something in that style.
This can happen if your photo doesn't meet the requirements. The minimum upload size is 600 x 600 pixels. The supported file formats are .JPG, .JPEG, .PNG, .GIF or .BMP. The maximum file size is 3.5MB.

When the upload box is red just click inside the box and you will be able to choose a new photo.
Don't worry. The image you see when adding new artwork is just the thumbnail. To ensure every image is same size, we will cut it for you automatically. When you click on your artwork in the gallery, it will show the entire photo.
Yes, this is possible. Only use this feature if you are taking a break (for example, going on a holiday). Your profile will (temporary) not be visible to other members, including all your art in the Art Gallery, and you won't be able to join swaps or get invited for personal and random swaps. Be aware your current plan won't pause!

Want to enable/disable Off-The-Grid?

1. Log in to your Snail Mail Friends account
2. Go to Account > Account & Security
3. Navigate to Off-The-Grid
4. Enable or disable this option using the switch

When this option is enabled you will see a red  
  icon next to it.
Are you having second thoughts about your registration? No worries; you can easily delete your registration and all your data in your dashboard. Deletion of your account can't be undone, be aware of this.

When you decide to close your account before your membership plan ends, you will not receive a refund for the remainder of the membership. Want to close your account?

1. Log in to your Snail Mail Friends account
2. Go to Account > Account & Security
3. Navigate to Close account
4. Please select a reason for closing your account
5. Retype the security code
6. Mark the checkbox "Yes, I want to permanently close my Snail Mail Friends account and delete my data."
7. Click on "Close my account"
8. Confirm account closure on Snail Mail Friends by clicking the link in the mail we send you

Please note this is a permanent action, and once your account is closed, it will no longer be accessible. It's not possible to close your account when you have pending swaps. Finalize your swaps first and try again.
When you delete your account, Snail Mail Friends will destroy all of your data. That's great for data protection but not great if you want to give Snail Mail Friends another go.

Don't worry, though… just register again and call it a fresh start.
No. We don't, and will never, sell your personal data. We respect you too much for that. Please take a look at our Privacy Policy for more information on how we look after your data.

Membership Plan

Snail Mail Friends has paid membership plans to offer you the best experience online to start snail mailing. No annoying ads or pop-ups, no external linking of your art, and, depending on your membership plan, the option to keep track of all your swaps.

The basic membership is a free plan; you can look around to see if Snail Mail Friends fits your needs. And when you are ready to start swapping, you can upgrade to a Standard, Premium, or Platinum membership and get access to the rest of Snail Mail Friends.

View our pricing here.

Snail Mail Friends is open to all suggestions to improve the website. We are here for you.
Snail Mail Friends accepts various payment methods to ensure you can pay safely and efficiently. All payments to us go through Mollie's secure system. Thanks to years of experience and knowledge, Mollie is a reliable partner in online payments. Mollie processes all transactions in a secure environment, so your data is always protected. No surcharges are charged.

The following payment methods are available at checkout:

  • Credit Card: Mastercard and VISA
  • PayPal: Pay securely, quickly, and easily online with PayPal without revealing your financial details
  • Apple Pay: Online Payment Method for iOS Devices
  • iDEAL: Internet banking for the following banks: ABN AMRO Bank, Rabobank, SNS Bank, ING Bank, ASN Bank, Regio Bank, Triodos, Knab - bunq
  • Bancontact: Bancontact is an online payment system for Belgian customers
  • Giropay: Giropay is a popular bank transfer payment method in Germany
  • KBC: The KBC/CBC bank is one of the largest banks in Belgium
  • EPS: The Electronic Payment Standard (EPS) is a payment method developed by a number of Austrian banks
Creating Snail Mail can be time-consuming when you make creative Snail Mail. Joining events and personal swaps can add up quickly without realizing you do not have enough time to complete them in time. And because we can't buy time, we have to prevent members from getting overwhelmed and getting behind on swaps. Therefore we have decided to limit Snail Mail to a certain amount to ensure Snail Mailing.

Please note: The Platinum membership plan has unlimited Snail Mail. In the event that Platinum members can't keep up with their outgoing Snail Mails, the Snail Mail Friends platform will temporarily suspend the option to join new swaps for the Platinum member. When the member has caught up with all of their committed swaps, they will be able to add new Snail Mails.
In the profile stories, you can share a short story with a photo of your artwork. All members have access to this feature, limited to 150 words for Basic and Standard members, 250 words for Premium members, and Platinum members up to 350 words.
Yes, you can. The Snail Mail event planner won't allow you to join events and swaps when your account expires. For example, Event X has a "send before" date on January 30th. You can still complete this swap if your plan ends on January 30th. But you can't join the swap when the "send before" date is February 1st. If the "send before" date is outside your membership plan, you will not be able to join. You do have the option to early renew your plan. Incoming swaps can always be registered and rated because mail can take up to 60 days or more in some extreme cases.
If you decide the membership plan isn't for you, you do not have to renew your membership plan. After your current membership plan expires, your account is downgraded to a Basic account. We will save your data, but you will not be able to join any events or swaps.

Address / Postal

Your postal address will only be visible to the assigned swap member in an event or personal swap. The event swap creator can only see your name and country details to be able to manage regional event swaps.
Well, Snail Mail Friends is not the website for you, unfortunately.

To send each other Snail Mail, it has to have a destination. If you are really anxious to provide a personal address, you might consider renting a PO BOX.