FAQ

Evaluation: free evaluation before subscribing to Puffin Secure Browser

Is Puffin Secure Browser free to download and use?

Puffin Secure Browser provides one month free trial. You can join free for a month and we won't charge you until the following month on the date after your free trial ends.

Are there any limitations in the free trial of Puffin Secure Browser?

Puffin Secure Browser offers a free month of service for new customers. You can enjoy the full features within the free trial period.

Why do I need a payment method to start a free trial?

We ask for a payment method to ensure you don't have any interruption in service after the free trial. You will not be charged if you do not continue our service.

Licensing: how your license works

How do I activate Puffin Secure Browser on a new device?

What happens when I reach the Apps limitation for my subscription?

You will need to visit https://www.puffin.com/account/activated-apps and revoke one of the previously activated Apps to activate a new one.

Do I need different licenses on each platform?

No. Puffin 365 comes in a single subscription for all supported products including Puffin Secure Browser(Windows and macOS), Puffin Cloud Isolation(Windows and macOS), Puffin Web Browser(Android), Puffin Cloud Store(Android), Puffin TV Browser(Android TV).

Pay once and use Puffin on all compatible Apps.

How many Apps can I activate with the Individual license?

You can activate up to 3 Apps with an Individual license.

How many Apps can I activate with a Team/Education/Enterprise account?

When you subscribe to the Team/Education/Enterprise subscription, you also set up your monthly budget.

The budget decides how many users(emails) can use the service concurrently.

Each user(mail) can activate up to 5 Apps.

Can I change the number of users(mails) with the Team/Education license?

The budget amount can be changed by navigating to Account details > Adjust Number of Users.

If you raise the amount, more slots will be opened for more users(mails) to actuvate more Apps.

If you reduce the amount, the device number will be reset on the next billing cycle.

When the users(mails) number in your subscription reaches the threshold, the remaining Apps will be deactivated unless you raise the budget amount again.

Payments: payment methods and policy

Which payment methods are accepted?

We only support payment by credit card at the moment. You can use credit cards issued by Visa, MasterCard, and American Express. We will consider supporting other payment methods in the future.

What are the differences between the monthly and yearly subscriptions?

We offer both monthly and yearly subscriptions for our subscribers. Both subscriptions offer the exactly same features. The only difference is that users can get a discount in the yearly subscription.

Note: Auto-renewal of the subscriptions can be cancelled. After cancellation, you can continue using Puffin until your remaining subscription period expires.

Is the subscription auto-renewing?

Both the monthly and yearly subscriptions are auto-renewing.

If you wish to stop using the service, you may cancel anytime on the monthly or the yearly subscription.

After cancellation, you can continue using Puffin until your remaining subscription period expires. We will stop charging you as soon as the current billing cycle ends.

What is your refund policy?

We do not offer refunds in the middle of a billing cycle to prevent any service interruption.

If you cancel auto-renewal of the service, you can continue using Puffin until the next billing date of the monthly subscription or the yearly subscription.

Can I cancel the Puffin 365 subscription anytime?

Yes. If you cancel with time left in your billing period, we'll let you browse until the subscription expires automatically.

However, cancelling the subscription subscription during the free trial will take effect immediately.

How do I cancel my subscription?

Please follow the steps below to cancel your subscription.

1. Go to https://www.puffin.com/account/.

2. Log in with the account and password you used previously.

3. Click "Cancel subscription" under "Subscription".

4. Let us know your advices.

5. Your subscription is cancelled.

What "merchant name" will be listed on my credit card (bank) statement?

The credit card charge will be in the name of "CloudMosa, Inc.", the publisher of "Puffin Browser".

Why was I charged twice for my subscription?

You may see an authorization only transaction to confirm the credit card is valid. The amount of the transaction is USD $0.01. You will not really be charged, and the transaction will be voided as soon as it expires.

Do I get updates for free?

Once you subscribe to Puffin 365, you can always get new updates to the software without any additional charge.

Manage your Individual account

How do I change the email address?

It is not possible to change your email address for the Individual subscription.

If you need to update your email address, cancel your current subscription and sign up with a different email address.

How do I change the credit card for my subscription?

1. Log into your account.

2. Navigate to Payment method > Change payment method.

3. Enter your new credit card information.

4. Your fee will be billed against the new credit card on the next billing date.

How can I change or reset my password?

You can change your password by clicking Change password after logging into your account.

If you forgot your password, click the forgot password link to reset your password.

Note: The email address field is case-sensitive. Please enter your email address with the same letter case as the record on your account.

What happens to my payment method after cancelling the Puffin subscription?

When you register on Puffin.com, we verify your full credit card information to ensure that payment can be processed once the trial is over.

After you cancel your subscription, we retain the last 4 digits of your credit card on the website so that you know which credit card has been used to subscribe to our service. We do not store your full credit card information on our servers.

Where can I access my invoices?

Invoices are listed under the Payment history section.

Manage your Team/Education/Enterprise subscription

How do I change the owner email address of the subscription?

You will have to cancel the subscription first to change the owner of the subscription.

How do I change the credit card for my subscription?

1. Log into your account.

2. Navigate to Payment method > Change payment method.

3. Enter your new credit card information.

4. Your fee will be billed against the new credit card on the next billing date.

How do I see the number of active users in my subscription subscription?

This information is available on Puffin Enterprise Cloud Portal.

You can visit Enterprise Cloud Portal by clicking Open Cloud Console. The username and password have been sent to you in an email titled "Welcome to Puffin Enterprise Cloud Portal ([your domain name])".

The number of monthly active users is available in the Registered users section.

How can I change or reset my password?

You can change your password by clicking Change password after logging into your account.

If you forgot your password, click the forgot password link to reset your password.

Note: The email address field is case-sensitive. Please enter your email address with the same letter case as the record on your account.

Where can I access my invoices?

Invoices are listed under the Payment history section.

How do I manage the Apps and users associated with my Team/Education subscription?

Puffin Enterprise Cloud Portal is a web-based administration console for managing license details, web filtering rules, IP access lists, and web access logs.

Click here for the complete user guide.

How do I restrict Internet access to Puffin Secure Browser in my network?

Please only allow the following IP addresses in your firewall or Proxy.

107.178.32.0/20

45.33.128.0/20

101.127.206.0/23

101.127.208.0/23

How do I cancel my subscription?

Please follow the steps below to cancel your subscription.

1. Go to https://www.puffin.com/account.

2. Log in with the account and password you used previously.

3. Click "Cancel subscription" under "subscription details".

4. Let us know your advices.

5. Your subscription is cancelled.

I want to delete my account on puffin.com

You would need to unsubscribe first. Please follow the steps below to cancel your subscription.

  1. Go to https://www.puffinbrowser.com/secure-brower.
  2. Log in with the account and password you used previously.
  3. Click "Cancel subscription" under "subscription details".
  4. Specify the reason why you want to cancel the subscription.
  5. Let us know your advices.
  6. Your subscription is cancelled.
  7. After cancelling your subscription, please email us at puffinbrowser+FAQ@cloudmosa.com and let us know you want to delete your account. We will process your request at our earliest convenience.

How to activate Puffin Secure Browser on Windows

1. Download the installer.

2. Run the installer.

3. Launch Puffin Secure Browser.

4. Enter the email address and password you used to register for an account on Puffin.com.

5. Click "Activate this App".

6. The activation process should take about 5~60 seconds.

7. Page reloads after the activation and the "Activate this App" becomes "Revoke this App".

8. Puffin Secure Browser is activated. Enjoy the speed and security of browsing in Puffin.

I can't find the email with the verification link

There are several possible reasons that you can't find the email.

1. The email is in your spam folder.

Please check your spam folder and see if there's an email.

2. The email address you entered has different letter case from your registration data.

Our user account information is case-sensitive. Please check the email address you provided when signing up and use the exact same address.

3. Your mail provider may have blocked emails from puffin.com.

Some mail providers may only accept e-mails from trusted domains. Please add the email address dont_reply@puffin.com and no-reply@puffin.com to the recipient whitelist.

4. If firewall is configured for in your network, refer to this page for the IP ranges to allow.

5. For Hotmail users, please forward the issue to Hotmail support or refer to following steps.

  • Add dont_reply@puffin.com and no-reply@puffin.com to your contact list.
  • Go to Option > Mail > Junk E-mail Protection > Safe List.
  • Add dont_reply@puffin.com and no-reply@puffin.com to the Safe List.

GPU error

This error message may appear due to any of the following reasons:

1. Your GPU driver is out of date. Please update it.

2. You are using a virtual machine which does not support hardware acceleration rendering.

3. You are using Puffin with a Windows remote desktop connection which limits Puffin's usage of GPU.

We also highly recommend upgrading Windows to the latest version to avoid unexpected errors.

What are the differences between the monthly and yearly subscriptions?

We offer both monthly and yearly subscriptions for our Individual users.

Both subscriptions offer the exactly same features.

The only difference is that users get 50% off in the yearly subscription.

Note: Autorenewal of the yearly subscription can be cancelled any time. After cancellation, you can continue using Puffin until your remaining subscription period expires.

What happens to my payment method after cancelling Puffin subscription?

When you register on Puffin.com, we verify your full credit card information to ensure that payment can be processed once the trial is over.

After you cancel your subscription, we retain the last 4 digits of your credit card on the website so that you know which credit card has been used to subscribe to our service. We do not store your full credit card information on our servers.

Why was I charged twice for my subscription?

You may see an authorization only transaction to confirm the credit card is valid. The amount of the transaction is US $0.01. You will not really be charged, and the transaction will be voided as soon as it expires.

How data-saving works on Puffin?

When you visit a website via Puffin, Puffin server retrieves the webpage from the designated URL.

The webpage was then processed and rendered via the browser rendering engine on the Puffin server.

After the webpage was rendered, it will be converted into a compressed Puffin format.

The compressed copy, where it was much smaller than the original webpage, will be transmitted to the Puffin client on your device.

Videos and Flash content will not be compressed.

Error message: BLOCKED_BY_CLIENT

If you see this error message, it means that the website is blocked by AdBlock.

Please go to Puffin's menu -> Settings -> disable AdBlock and try again.

Cannot connect to server

Puffin Cloud Browser is a remote client. The website contents displayed in Puffin are actually executed on our servers.

Please ensure that the following IP addresses are not blocked by your Proxy, firewall, or antivirus software:

- 107.178.32.0/20

- 45.33.128.0/20

- 101.127.206.0/23

- 101.127.208.0/23

Wrong Geo-location

Puffin leverages our servers in the USA and Singapore to improve the user's web browsing experience'.

The side effect is that the websites receive the Puffin server's IP rather than the IP of your current device.

Although Puffin passes your IP to websites via X-Forwarded-For, some websites do not support this standard and cannot accurately detect your region.

How does Incognito browsing work?

When you browse under Incognito mode, Puffin does not save your browsing history or any information entered in forms. Cookies and site data are deleted when you leave Incognito mode.

Network disconnecting or app freezing while using Puffin

Puffin should automatically resume its connection to our servers while your device is recovering the network connection. You can enforce this operation by opening the menu and tapping "Reconnect to Server".

If Puffin still cannot connect to our server, please visit our Feedback page and provide us more information.

Clearing browsing data

At the top right, click the main menu > Settings > Clear browsing data. You may select All to clear all data, or remove selected types of data.

Checking Puffin's version

At the top right, click the main menu > About Puffin Browser. The user can find Puffin's release information and terms at this page.

System requirements

OS: Windows 7 SP1 / Windows 10

Minimum Intel® Pentium® 4 or AMD Athlon™ 64 processor

GPU (integrated/dedicated)

I cannot find the Local mode in Puffin anymore

Puffin leverages our cloud computing infrastructure to speed up your overall web browsing experience. Furthermore, Puffin's cloud mode always enforces secure connections for web surfing even when using public WiFi. In short, it is faster and more secure to use Puffin in the cloud mode. For security reasons, the Local mode has been disabled in Puffin since version 7.8.1.419.

Some websites will not load

If you cannot see the expected view of a website you intend to visit, the website is not loading in Puffin. Below are the possible reasons.

1. The site is down.

When a website is currently inaccessible, Puffin will display a "website not working" page.

You can also visit Is it Down Right Now? to check the site's status.

2. The site is blocked by your IT administrator.

If you activated Puffin with your corporate email address, you are using the Enterprise edition of Puffin Secure Browser. The IT administrator may choose to block certain websites for security reasons. When a website is blocked, the following "website blocked" page would be displayed.

To request access to blocked websites, consult your IT administrator.

I want to change search engines in Puffin

Puffin currently supports four search engines: Google (default), Bing, NAVER, and Yandex. To change the search engine, go to the main menu > Settings > Search engine, and select a search engine you like from the dropdown list.

More search engines and customizations will be added to Puffin in the near future.