If you signed up for a one month Deluxe Membership and received a notice that your membership is about to expire, you may want to wait a day or two before you process a renewal. We are receiving widespread reports from members who, after being prompted by an e-mail to renew their accounts, have done so, only to have their memberships expire the very next day. It appears that the original expiration date is overriding the renewal, and removing the Deluxe features from the accounts. Thank you to WI member willkinskins for this picture from his account. He received this letter via KinzPost after paying to renew his membership.
Anyone who has questions or concerns about their Webkinz Deluxe Membership can contact Ganz at 1-866-WEBKINZ (1-866-932-5469), Monday through Friday, 9am to 5pm Eastern Standard Time.
Or, you can visit the Ganz eStore
section of our forum to "compare notes" with other members.
UPDATE (Monday): The following notice has been posted by Ganz on their Webkinz Newz site:
Recently an issue was discovered that was causing the accounts of members who had renewed their one-month Deluxe membership prior to their expiry date to expire despite the renewal.
We want to inform all of our members that we have located the issue and we are currently working on a fix. We expect this fix to take 2-3 days. This fix is of the highest priority. We have a record of all accounts that have been affected by this issue, and will be turning Deluxe membership back on for these members as soon as the fix has been completed. In the meantime we have turned off Deluxe expiry to prevent further issues.
We apologize for the inconvenience and thank you for your patience.
UPDATE (Tuesday): Thank you to willkinskins and many other members for letting us know that the Deluxe features have been returned to their accounts. Ganz appears to be hard at work on this problem. Hopefully everyone will have their Deluxe account issues fully resolved soon.