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 three-device limitation for my Individual subscription?

You can activate a fourth device the same way you activated the previous three. However, the three previous devices will be deactivated. You can then activate the other two devices you still wish to use.

Do I need different licenses on each platform?

No. Puffin comes in a single subscription for all supported platforms (Windows and macOS). Pay once and use Puffin on all compatible devices.

How many devices can I activate with the Individual license?

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

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

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

A device costs $4 per month for the Team plan, $2 for the Education plan, and $8 for the Enterprise plan.

If you sign up for a year, you get a 50% discount.

You can use as many devices as you want as long as the device number does not exceed the maximum device number according to your budget.

Can I change the number of devices I can activate with the Team/Education license?

The budget amount can be changed by navigating to Plan details > Edit budget.

If you raise the amount, more slots will be opened for you to actuvate more devices.

If you reduce the amount, the device number will be reset on the first day of the following month. When the active device number in your plan reaches the threshold, the remaining devices will be deactivated unless you raise the budget amount again.

Pricing: fees and discounts

Why may the first bill be higher than usual?

Your monthly bill starts at the beginning of each month.

After your free trial ends, there are prorated charges if your subscription starts in the middle of a billing cycle.

Thus, your first bill may include prorated charges for the first partial month and the fixed subscription fee for the next full month.

How is the monthly fee of the Team/Education/Enterprise plan calculated?

Our pricing model gives you plenty of flexibility.

When you sign up for a team account, you set up a budget as the fixed monthly fee to pay.

Your budget reflects the number of devices you can use each month. If you need to use more devices, simply raise the budget amount, and we will allocate new seats to your license immediately.

Lowering your budget would take effect the following month to prevent existing users from unexpectedly losing access to Puffin.

Do I get updates for free?

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

Are there any discounts for academic institutions?

Our education discount is only available for the Team plan. Academic institutions who sign up for the Education plan can get 50% off.

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 plans?

We offer both monthly and yearly subscriptions for our subscribers. Both plans offer the exactly same features. The only difference is that users can get a 50% discount in the yearly subscription.

Note: Auto-renewal of the yearly plan 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 plan. 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 plan or the yearly plan.

Can I cancel the Puffin Secure Browser 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 plan 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/secure-browser/.

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

3. Click "Cancel plan" under "Plan details".

4. Confirm your password.

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.

Manage your Individual account

How do I change the email address?

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

If you need to update your email address, cancel your current plan 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. Confirm your password.

5. 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 account

How do I change the email address?

1. Sign in to your account.

2. Click "Change account information" next to "Account information".

3. In the email field, change the username of the email domain.

Note: Changing the domain address is not allowed since your Team/Education account covers all users under the same domain.

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. Confirm your password.

5. 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 plan?

This information is available on Puffin Enterprise Cloud Portal.

You can visit Enterprise Cloud Portal by clicking Open web 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 on the dashboard.

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 devices and users associated with my Team/Education plan?

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

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 plan" under "Plan details".
  4. Specify the reason why you want to cancel the subscription.
  5. Confirm your password.
  6. Your subscription is cancelled.
  7. After cancelling your plan, please email us at puffinbrowser@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 macOS

1. Download the installer package.

2. Open the installer package.

3. Drag the Puffin Secure Browser icon to the Applications folder on your Mac.

4. Launch Puffin Secure Browser.

5. Enter the email address you used to register for an account on Puffin.com.

6. Choose your license type and click "Next".

7. Check your inbox for an email that contains the activation code.

8. Enter the activation code in the email and click "Activate".

9. Click "OK".

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

I can't find the email with the activation/verification code

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.

I can't find any option to download files

If the Puffin Secure Browser on your device was activated with your corporate email address, downloading files may be blocked by your administrator.

Please consult your administrator for details.

Files are downloaded to cloud storage services instead of local storage

On Puffin Secure Browser version 7.8.x, files are downloaded to your selected cloud storage services first. The cloud services will then scan the files for viruses and malware. When the safety of the downloaded files is guaranteed, you can then sync the files to your device using the cloud storage providers' client apps.

On Puffin Secure Browser version 7.9.x onwards, downloading to local storage is allowed. If the Puffin Secure Browser on your device was activated with your corporate email address, downloading files may be blocked by your administrator.

Please consult your administrator for details.

What are the differences between the monthly and yearly plans?

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

Both plans offer the exactly same features.

The only difference is that users can get two months off in the yearly subscription.

Note: Autorenewal of the yearly plan can be cancelled during the eleventh month of the billing cycle.

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 ard 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.

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.

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.

How do I completely remove Puffin and all its data on my Mac?

Follow the steps below to completely remove Puffin on your Mac:

1. Go to /Applications.

2. Find Puffin Secure Browser and delete it.

3. Go to the home folder of the currently logged in user.

4. Use the hotkey ⌘ + ⇧ + . to view hidden files.

5. Find the .puffin folder and delete it.

Note: You will need to activate Puffin again if you reinstall it on your machine. Due to the current design, it will take up another seat in your subscription.