Technical Issues
What are the minimum requirements for Webkinz World?

Webkinz World:

Windows Requirements

  • CPU: Intel Pentium 4 1.8Ghz
  • Memory: 512 MB
  • OS: WIN XP SP2 or higher
  • Browser: Internet Explorer 6 or higher, Firefox 2.5 or higher
  • Monitor Resolution: 1024x768
  • High Speed Internet Required
  • Adobe Flash 9

MAC Requirements

  • CPU: Intel 1.5 Ghz
  • Memory: 512 MB (1GB recommended)
  • OS: 10.3 Panther or higher
  • Browser: Safari 3.0.15 or higher, Firefox 2.0 or higher
  • Monitor Resolution: 1024x768
  • High Speed Internet Required
  • Adobe Flash 9 or higher

MAZIN’™ Hamsters:

Windows Requirements

  • CPU: Intel Pentium 4 1.8Ghz
  • Memory: 512 MB
  • OS: WIN XP SP2 or higher
  • Browser: Internet Explorer 7, Firefox 2.5
  • Monitor Resolution: 1024x768
  • 3D Graphics Card with 16MB memory or higher
  • High Speed Internet Required
  • Adobe Flash 9
  • Unity Web Player Plug-in 2.6 or higher

Mac Requirements

  • CPU: Intel 1.5 Ghz
  • Memory: 512 MB
  • OS: 10.4 Tiger or higher
  • Browser: Safari 3.0.1, Firefox 2.0
  • Monitor Resolution: 1024x768
  • 3D Graphics Card with 64MB memory or higher
  • High Speed Internet Required
  • Adobe Flash 9
  • Unity Web Player Plug-in 2.6 or higher

Please check back periodically for any system requirement updates.

I get a blank screen when I click on the site - what do I do?
To run our site, you need Flash Player. If you do not have it, go to www.adobe.com, click on “Downloads” at the top and then click on Get Flash Player. Follow the instructions to download and install the player. As well, check the tag on your Webkinz pet to make sure your computer has the minimum requirements to run Webkinz World.
My Secret Code isn't working - I can't click on the NEXT button.
Make sure you are entering your Secret Code correctly. It should be eight characters long, and can contain both numbers and letters. Make sure you are not trying to adopt another Webkinz pet with a code you have already used, as you can only adopt one pet per code. To get another pet, you need to buy another Webkinz plush toy. If you have not used the code and you are sure it is correct, click on the Customer Support link on the menu to your left or go to the main Webkinz page and click on the Customer Support button there. Then click on one of the options under ‘Adoption Issues or Questions about secret code’ and fill out the form that applies to your situation.
Webkinz World is being blocked by my Parental Control software - what do I do?

If your parental control software is blocking the use of Webkinz World, try giving access to the following IP addresses:

66.48.69.98
mci10.webkinz.com
mci2.webkinz.com
shared.webkinz.com
kinzpost.webkinz.com
mu1.webkinz.com
66.48.83.161
66.48.83.162
66.48.83.163
66.48.83.164
66.48.83.165

If you need assistance providing access or unblocking these IP addresses, please call the manufacturer of the software you are using.

How do I clear my Cache?

If you have been told to clear your cache files and do not know how to do it, please look below to find your browser and then follow the instructions about how to clear your cache files. Please note: Dial-up users SHOULD NOT attempt to clear their cache as it may create complications when trying to log back into Webkinz World.

AOL:

  • From the 'My AOL' menu, on the AOL toolbar, Click 'Preferences', then Click 'WWW'
  • Look for the 'Temporary Internet Files'
  • Click 'Delete Files', and then click 'OK'


Internet Explorer 6:

  • At the top in the pull-down menus (File, Edit, Tools etc.), click Tools, then 'Internet Options'
  • This brings up a dialog with 6 tabs across the top (General, Security, Content...)
  • Click 'General; then look for 'Temporary Internet Files'
  • Click Delete Cookies. Then click 'OK'.
  • Click 'Delete Files', then (if it appears, check off 'Delete all offline content', then click 'OK'
  • Click 'OK' again and this should clear all cached pages


Internet Explorer 7:

  • From the Tools menu, select Internet Options
  • Choose the General tab
  • Under Browsing history, click Delete
  • Next to "Temporary Internet Files", click Delete files
  • Click Close, and then click OK to exit.


Netscape:

  • Up top in the pull-down menus (File, Edit, etc.), click Edit, then 'Preferences'
  • Find 'Advanced'. Click the sign in front of the word, 'advanced'
  • You'll see 'Cache, Proxies, etc...'
  • Click 'Cache'
  • On the right you'll see buttons labeled 'Clear Memory Cache,' and 'Clear Disk Cache'
  • First, click 'Clear Memory Cache'. When the “?” dialog appears click 'OK'
  • Click 'Clear Disk Cache', when the “?” dialog appears, click 'OK'.
  • Click 'OK' again to close the Cache Dialog box.
  • This will clear all old info from your browser and the error should be finished.


Firefox:

  • Click Tools and select Options
  • Click the Privacy icon
  • Click Clear Now in the Private Data area
  • Click OK
  • Exit and re-launch the browser.


Clearing Cache on Safari 1.0 / Safari 2.0 for Macintosh OS X:

  • From the Safari menu click on ‘empty cache’
  • When asked if you want to empty the cache? Click on empty
  • Once that's done, from the safari menu click on "preferences"
  • From the Security dialog box, select "bookmarks"
  • Click on "Show Cookies"
  • A list will show up with all the cookies left on the computer.
  • Select "Remove all"
  • Once they are removed, Click "Done"
  • Close down Safari to get back to your desktop
  • Re-launch Safari and log back into Webkinz.

 

I can't see the secret letters!
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.
I can't log in. What can I do?
First, make sure you are using the correct username and password. Your password is case sensitive, so include any capitals if you used any when you signed up. If you have forgotten your password, click on “I forgot my password” and follow the steps to get a new one. You can always change the new password later by clicking on “CHANGE PASSWORD” at the login window. You will need your Secret Code to do so.
I can't see everything; some things are cut off on the bottom.
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.
I lost my dock - how do I get it back?
The dock may disappear if the connection to the Webkinz server has been lost. Close the window and log back in again from the main site and the dock will return.
I'm having problems moving stuff into or around my room.
In most cases, problems with your room can be solved by clearing your temporary Internet files. Log out of Webkinz World, open Internet Explorer, and click on Tools and Internet Options. Click Delete Files and then OK. If you are on Mozilla (Firefox), click on the Tools menu then click Clear Private data. A dialogue box will appear; make sure "cache" is checked, and then click "Clear Private Data Now" If you are on Netscape, click on the Edit menu, select Preferences, then Advanced, Cache and, finally, press the Clear button.
I bought something at the W Shop, but it didn't show up in my dock. I want my KinzCash back.
KinzCash is only taken from your account when your item shows up in the dock. It is possible that you didn't click Buy Now at the Check Out Counter. It is also possible the item is in your dock, but you just can't see it. Use the arrows at both ends of the dock to page through everything that is there.
What do I do if my pet is stuck or invisible?
If your pet is stuck in one spot or you can’t see it at all, try jumping to another room by clicking on the MAP button and selecting another room.
What do I do if an object is stuck?
Please let us know exactly which item you are having difficulties with (you can find out the name by surfing through the W Shop). Once we know this, our Customer Support team can fix the problem for you. Click on the Customer Support link in the menu on your left or go to the main Webkinz page and click on the Customer Support button. From there, click on the 'I Have Something Stuck' link. Once you click on the line which reads 'I Have an Item Stuck' you will be prompted to fill out a form which will help us fix the problem.
What do I do if a vehicle is stuck?
The Technical Wizards have this special tool that takes cars, scooters, trucks and other fun vehicles and puts them back into your dock if they are stuck somewhere. So, if you have a vehicle stuck in your door, please know that it will be fixed (and returned to your dock) in a day or two. If this has not been fixed after 2 days, then please contact the Customer Support team using the button on the Webkinz homepage. Just click on the ‘I Have Something Stuck’ link and look for the line which reads ‘I Have a Vehicle Stuck in a doorway’. When you click on it, you will be prompted to fill out a form which will assist us in fixing the problem.
Help! An object or KinzCash has gone missing from my account!
If you notice that items or KinzCash is missing from your account, please change the password right away. The only way items and KinzCash go missing is if someone else is using your account. We suggest that all users keep their passwords a secret. To change the password, please go to the Webkinz World home page and click ‘Log In.’ Enter your current username and password and then click on CHANGE PASSWORD – you will 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.

KEEP THIS PASSWORD A SECRET. Also, please note that you are responsible for all activity on your account. Webkinz will not be responsible for lost KinzCash, lost Items, lost pets or damage of any kind due to actions on your account initiated by you or by anyone else who may have access to your account, whether intended or not.
What if I don't log out from the site? What happens?
If you do not log out, our system will assume that you are not taking care of your Webkinz pet and you will lose a few Happy, Health and Hunger points. Even though you will be automatically logged out after 15 minutes, it is always best to choose 'Logout' from the 'THINGS TO DO' menu when you're finished playing.
Why was I logged out?
There are two ways for this to happen. First, if you leave your computer for 15 minutes, you will be automatically logged out. This is done so that your Webkinz pet’s happiness, health and hunger levels do not decrease. Second, if you have a slow computer or slow Internet connection, you can get disconnected. If this happens in the middle of a game, there is nothing we can do about lost KinzCash.
Why does Webkinz World freeze up sometimes?
Unfortunately, sometimes there are so many people trying to use Webkinz World at the same time that our computers can become overloaded. We try to keep this to a minimum and we are always expanding our system to keep up with the number of visitors we have!
I have a question that is not covered here - where do I go for more help?
If you are wondering how to do something, odds are that there is information in your Webkinz Guide or in the help file for the room you are in. You can find the Webkinz Guide in your room, as well as in the “THINGS TO DO” menu. The help file can be accessed by clicking on the yellow help button in the lower right hand corner of whatever part of the site you are in. If you are still stuck, you can click on the Customer Support link to your left and search for your issue. When you’re logged into Webkinz World and you have a question, can click on the “Contact Us” link in the newspaper index.