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Sounds like you should contact their support team:
webkinz.com and then search for a 'contact' link or 'tech support' link.
After much research, the contact us link is within the Webkinz World. I can not even get to the login screen. It freezes up just be entering. At the loading screen.
Answer this Question: "Adobe 8 and Flash Player cannot access Webkinz"
Adobe 8 and flash player cannot access webkinz
Send me Fun Mail
After installing Adobe 8 and Flash Player I can not access Webkinz