Remember, if you see something that says “case-sensitive,” it means that you have to type it in exactly as it appears. All of the verification codes used on our special events are in capital letters. In the example below, you must type in 66CSX — if you type in 66csx or 66Csx, or any other combination, it will not work and you will get an error message. Happy hunting!

Due to technical difficulties, no one was able to enter the Clothing Design contest this past weekend. The contest has been re-opened and will remain open until 11:59pm on Friday, August 14th. We apologize for the inconvenience and hope that the extended entry time will give everyone a chance to enter.

Lots of our members are enjoying helping out Doug the Dog in the Clubhouse but many have asked for more details about how it all works. Here are five of the most common questions you may have.

Where do I find Doug?

You can find Doug in the Collector Room in the Clubhouse, for an hour a day in each color zone. Doug could show up at any time!

What do I do when I find Doug?

Each day, Doug will have a quest for you. When you find him, click on him! He will tell you that he is looking for one or more common, uncommon, or rare gems – but he won’t say which ones exactly yet. You have to choose whether you accept the quest or not.

What happens when I accept a quest?

If you accept the quest, Doug will tell you exactly which gem(s) he wants. If you have all of these gems, he will give you a prize, and you move to the next level. If you don’t have the right gem(s), Doug will let you know that you haven’t succeeded at the quest.

What happens when I don’t succeed?

If you don’t succeed for two quests in a row, you move back down one level. You will then have to complete this level again, and Doug will give you KinzCash instead of the prize you got last time.

How many prizes are there?

Doug has 20 prizes in total. If you successfully win all 20, you get to start again from the first level, and you can win one more of each prize.

We’ve updated our Customer Service forms on the Webkinz homepage giving you more specific forms to fill out depending on your issue. These forms help us address issues more quickly, as we can collect all the information that we need. If you have an issue, please take a moment to review the options available before using the “Our Question Does Not Appear Above” form – using the appropriate form will result in faster service.

Here is a summary of our new forms:

Account Issues

My Secret Code is My Pet Name

I forgot my Secret Question for turning off ads in my account

Loading Issues

I get an Adobe Script message in my account

I added a new pet and now can’t enter my room

Do you have trouble loading a required file?

I keep getting an error message

I don’t have a pet bio for my pet

Did you see ‘NAN seconds’ when you tried to login to your account?

Did you see an error message when you use your KinzChat phone?

I have something stuck!

My room freezes at stuck furniture/loading characters.

We’ve also updated the “Our question does not appear above” form to include specific sub-categories:

I had an issue when adopting the Pet of the Month

My Prize didn’t unlock

Other

If you traded gems with Doug the Dog yesterday, you may have noticed that he took more gems than he should have. We have fixed this issue, and will be returning all of the gems (including the one you were meant to give) by 5 pm on Tuesday, June 2. We apologize for any concern this issue may have caused.

We’ve received questions about how Deluxe Memberships work with account expiry. We are pleased to say that as long as you are a Deluxe Member, your account will not expire, even if you do not adopt another pet!

Right now the date on your Me and My Pets page will still show your pet’s current expiry, but rest assured your account will keep going! We are looking into changing the information on this page for Deluxe Members.

We hope this clears up any questions you have! Have fun!