Loading Issues
Customer Support > Loading Issues
I keep getting logged out
Server Issues
If you are continually being logged out of Webkinz World, but no one knows your username, password or Secret Code, the solution could be to update your Flash Player. To update your Flash Player, please go to www.adobe.com and click "Install Now" to install the latest version of Flash.

If this does not solve the issue, please contact your Internet Service Provider for further assistance.
Someone knows my password
If you need to change your password, please click on the "Login" button on the menu to your left (or go to the Webkinz World homepage and click "Login"). Click "Change my Password. You'll be able to create a new password. Please remember to make it something easy for you to remember but difficult for others to guess.
Someone knows my username
If someone knows your username and password and keeps logging you out of your account, please click on the "Login" button on the menu to your left (or go to the Webkinz World homepage and click "Login"). Click "Change my Password." You need to change your password to something that is easy for you to remember, but difficult for others to guess. As long as no one knows your secret code, and as long as you keep your password a secret, no one else will be able to get onto your account.
Someone knows my Secret Code
If someone knows your Secret Code and has used it to access your account, there is nothing we can do. When you adopt a Webkinz, your account's security is your responsibility.

If you would like to start a new account, you will require a new Secret Code that comes with a Webkinz plush toy.
I get a white screen
If you are seeing a white screen when you try to log into Webkinz World, there are several solutions you can try.
1. Please go to www.adobe.com and update your Flash Player.
2. Please clear your cache. If you do not know how to do this, we have detailed instructions on our FAQ in the Technical Issues section. Just click on the question "How do I clear my cache?". If you wish to proceed directly to the Technical Issues page of the FAQ please click here.
3. Please make sure www.webkinz.com is an acceptable site for all pop-up blockers and anti-virus programs on your computer.

If these steps do not solve the problem, please contact your Internet Service Provider for further assistance.
I cannot load the screen
If Webkinz World is not loading, there are several solutions you can try.

1. Please go to www.adobe.com and update your Flash Player.
2. Please clear your cache. If you do not know how to do this, we have detailed instructions on our FAQ in the Technical Issues section. Just click on the question "How do I clear my cache?". If you wish to proceed directly to the Technical Issues page of the FAQ please click here.
3. Please make sure www.webkinz.com is an acceptable site for all pop-up blockers and anti-virus programs on your computer.

If these steps do not solve the problem, please contact your Internet Service Provider for further assistance.

You mentioned that you're having trouble accessing Webkinz World when you use AOL. One reason you might be experiencing this problem is that your parental control settings may be blocking our website. In order to make sure that these settings are in no way impeding on your ability to play in Webkinz world, please follow the steps listed below:

1 Open AOL.
2 Click the "Safety" tab at the top of the page.
3 Scroll down and click on "Parental Controls".
4 Click the "Web Unlock" button (usually in the bottom right corner of the page).
5 Add www.webkinz.com to the list of allowable websites.
I keep seeing
If you are noticing that the "Please Wait" sign remains on your screen for an extended period of time, this means one of two things:
1. It could mean that your computer is having difficulty connecting to our server. To solve this issue, we suggest that you please contact your Internet Service Provider and notify them of the issue.
2. If we are experiencing a higher than normal volume of traffic, you will notice the Please Wait sign. In this case, please log out and log back in at a later time.