Top Issues
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My child's pet is stuck in the room.
If your child's Webkinz pet is stuck in the room, please log out and log back in. If the pet is still stuck, please make sure:
  1. The 'walk' button is active (green).
  2. If the walk button is active, and your pet still isn't moving, please click 'map' and then click on another room in your house. If you only have one room, please purchase another one and then click on it. Your Webkinz pet will jump to this new room and you should be able to move your pet around.
  3. Please be sure the words "please wait" do not appear anywhere on the screen; if they do, you will not be able to move your pet until those words disappear.
  4. Make sure your pet has a clear path. If there are objects in the pet's way, click 'edit' and then move the furniture out of the way, then click 'walk' and click a free square.
An object is stuck in the room.
If a vehicle (like a car or a scooter) is stuck in the room, please wait a day or two. Our technical people have a special tool that removes the vehicles.

If another object is stuck in the room, please visit the Webkinz World homepage and click "Customer Support." Click "I have something stuck" and you'll be prompted to fill out information so we can resolve the issue.

We want to move/remove a room from the pet's house.
Sorry to say, but after a room is added to a Webkinz pet's house, there is no way to remove or rearrange it.
An item is missing from the room/KinzCash is missing.
If you notice that items or KinzCash is missing from your child's account, please change the password right away. The only way items and KinzCash go missing is if someone else is using your child's account. Sometimes children share usernames and passwords. We do not recommend this. We suggest that all children keep their passwords a secret. To change the password, please go to the Webkinz World home page and click 'I'm a Member.' Enter your current username and password and then you'll be prompted to enter your old password and a new password. Please make sure your new password is a combination of letters and numbers, and is something that others cannot guess easily. Tell your child to keep this password a secret.

If a screen is not loading, you might require the latest version of Flash Player. Please download Flash Player. This will take a few minutes. You do not have to restart your computer after the install.

You can download Flash Player, free of charge, at the following link.

I can't see part of the screen.
If you can't see all the items at the bottom of your screen, you might try changing your monitor resolution to 1024x768.

Windows 98/2000/XP Users

  1. Right-click on your desktop (away from any icons or open windows)
  2. Select "Properties"
  3. This will open your Display Properties Control Panel.
  4. Click on the "Settings" tab.
  5. In the middle of this panel, you will see your "Screen Resolution" slider. Slide this to the right, until you get to 1024x768 (higher resolutions are okay, but make sure that they are compatible with your monitor). Press "OK" to confirm your choice.
  6. Your monitor will flicker a bit then change to its new settings. You're now ready to go!

Windows Vista Users

  • Method 1: From the desktop
    1. Right-click on your desktop (away from any icons or open windows)
    2. Click "Personalize"
    3. At the bottom of the list, click "Display Settings".
    4. Use the slider bar to select your desired resolution (1024x768 or higher)
    5. Click OK.
  • Method 2: From Control Panel
    1. Click the Start button (it's still called that, it just doesn't say "Start" on it anymore)
    2. Click "Control Panel"
    3. Under "Appearance and Personalization", select "Adjust Screen Resolution".
    4. Use the slider bar to select your desired resolution (1024x768 or higher)
    5. Click OK.

Mac Users

  1. Go to the Apple menu at the top left-hand corner of the screen, and choose System Preferences from the drop-down menu.
  2. Select "Displays"
  3. Select 1024 x 768 or a higher resolution that is compatible with your monitor.
My child forgot their password/username.
If your child has forgotten their username or password, you can go to the Webkinz World homepage and click on the "Forgot Login" button. If you're already provided a Parent's Email for their account you can choose this option to recover their login information. If you have not yet provided a Parent's Email, you will need to use a Secret Code from one of your Webkinz Pets to recover their login information.
We lost the code.
The Webkinz tag and the Secret Code it contains is a valuable part of the Webkinz pet product. Each Webkinz pet comes with its own unique Secret Code and is contained in the tag that is securely attached to every pet when it is shipped to the original retailer.

Just as we cannot replace a lost Webkinz pet, we are unable to replace a lost Webkinz tag and the Secret Code that comes with it.

The code doesn't work.
Secret codes can only be used once, to adopt one pet. You cannot adopt a new pet with the same secret code. If you have a new code, and it's not working, please go to the Webkinz World homepage and click on "Customer Support. Click "Adoption Issues" and choose the option that applies to you.
My computer isn't working/Webkinz World is slowing my computer down.
Please make sure your computer has the minimum requirements needed to run Webkinz World properly.

Also, please be sure to close other programs running in the background such as music players or office applications to experience the site with optimal settings.

Windows Requirements

  • PIII 800 MHz or higher
  • Windows OS 98/2000/XP
  • RAM: 128MB recommended
  • Browsers: IE 6, Netscape 7.2, AOL 9.0
  • Resolution: 1024x768 minimum
  • High Speed Required
  • Adobe Flash

Mac Requirements

  • 800 MHz or higher
  • Mac OS X 10.3
  • RAM: 256MB
  • Browsers: Safari 1.2.3 or higher
  • Resolution: 1024x768 minimum
  • High Speed Recommended
  • Adobe Flash
I want to merge/separate Webkinz pets from an account.
We cannot remove one pet from an account that contains multiple Webkinz pets. We do not do this because we cannot separate the KinzCash and items associated with that Webkinz pet. We can, however, merge accounts if the pets were adopted within the past 30 days. If this is the case, please visit the Webkinz World homepage and click on "Customer Support." Click on Account Issues and choose the option that applies to you.
The secret letters aren't showing up when we try to adopt the pet.
You cannot register a pet when using AOL as your browser because AOL does not display the secret letters.

Here are a few things to try if the secret letters do not appear when you're trying to register the pet:

  • Please try going to www.webkinz.com to register the pet in Microsoft Internet Explorer.
    • To find Internet Explorer click on "start" on the task bar at the bottom of your monitor. Then click on "all programs" or "programs". Look for the blue 'e' logo. This is Internet Explorer. Please open this browser and use it to visit www.webkinz.com and try to adopt your pet.

If you still do not see any secret letters then we have the following suggestions:

  1. Go to www.adobe.com to update or get a new Flash Player:
    • Click on the Downloads menu at the top
    • Click on "Download Flash Player"
    • Follow the steps to download Flash Player
  2. Get a new version of Internet Explorer by going to www.microsoft.com
    • On the left hand side of the page, click 'Latest Releases', and then, from the menu that will appear, select "Internet Explorer 7"
    • Click "Download" to install the Internet Explorer
    • If you already have the latest version, the system will let you know.
We want to change our username.
There are only two reasons to change your child's username: if it is inappropriate or if it gives out personal information (i.e. a first and last name).

If this is the case, please visit the Webkinz World homepage and click "Customer Support." From there, click "Account Issues." Choose the option that says "Can I change my username?" You'll be asked to fill out a form so we can verify your information. Please note that we will review each request and we have the right to decline your request if we do not feel your username needs to be changed.

Where can I find more information?
There are a few places to find more information:
  1. The Webkinz Guide - everyone gets a free Webkinz Guide with their first adoption, and you can also find it in the Things To Do menu.
  2. The Help File - Click on the little question mark in your dock.
  3. The FAQ - located on the Webkinz World home page
  4. The Webkinz World Tour - also located on the Webkinz World home page.
Where do I get more pets?
To find out where to get more pets in your area, just check out our Store Locator on the Webkinz World home page.
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