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Old 08-28-2011, 11:36 AM   #11
marnabear
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Default Re: HELP! I cannot loggin my account even with secret code!?!

View Post Originally Posted by luv2writeNS
(in reply to bolded text)

Neither did I.... I'm not sure if even Ganz can 'restart' an account. May I ask where you learned about this Kitty?
Ganz can combine an account with another but only within a certain time frame. I think it's 30 days. And they can move a pet but only for very good reasons. I think the best thing is to call Ganz first thing tomorrow and make sure you have all the information about the account - name on the account and the birthday.
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Old 08-29-2011, 08:19 AM   #12
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Default Re: HELP! I cannot loggin my account even with secret code!?!

Hmmm, I'm really not sure on this one. Maybe try clearing your cache, or try using a different web browser ? I'm not sure. And kitty, I didn't even know you could restart your account? Is that even possible? I thought that if you did restart it that it had to be within two weeks of creating your account, and I'm guessing that because katiekinz has more than one Webkinz pet on that account, it has been longer than two weeks. I honestly don't know, and wish I could help you. Maybe try contacting Ganz/Customer Support and see if they can do anything about it. I hope that you can play with your Webkinz again soon!
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Old 08-29-2011, 04:07 PM   #13
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Default Re: HELP! I cannot loggin my account even with secret code!?!

Thanks to everyone for your input, I gave it a day to see if my mom is right about it was just a password protect lock or something from the password getting changed four times within a two day time frame.... just tried to get in again with my pet code and STILL no luck, it say "we cannot reconize you, please check your username" so i am thinking the hacker somehow changed my username and i cant even get in with my secret code, I didnt even think that was possible!? but i dont know what else it could be, ive never had a issue like this. Ill have to call ganz tomorrow and see if they can help at all.
Does someone have the support number?
What info will i need to get gathered to be able to get into the account/ prove to them its mine? THANKS SO MUCH!
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Old 08-29-2011, 04:10 PM   #14
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Default Re: HELP! I cannot loggin my account even with secret code!?!

Here is their number:
http://www.webkinzinsider.com/wiki/C...z#By_Telephone
I hope they can fix this for you
Good luck!
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Old 08-29-2011, 04:38 PM   #15
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Default Re: HELP! I cannot loggin my account even with secret code!?!

Make sure you are using your FIRST pet's secret code.
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Old 08-29-2011, 04:43 PM   #16
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Default Re: HELP! I cannot loggin my account even with secret code!?!

View Post Originally Posted by hoodedwarbler13
Make sure you are using your FIRST pet's secret code.
It does not have to be the first pet - just any pet code that's on the account. I know because I changed my password and did not use the first pet's cpde. Make sure that you know the name on the account and the birthday used when you set up the account when you call. The name of the account cannot be changed by anyone except Ganz and I am sure if there was a hacker they would not have had enough information to change it. Are you absolutely sure you are putting in the right name? And if you do finally get in and find things missing then that is the time when you should ask them to change the name on the account because the other person must have had a pet code to be able to change the password.

Other information you might want to have handy is some of the types of pets that you have on the account and their names if you can remember.

Last edited by marnabear; 08-29-2011 at 04:49 PM..
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Old 08-30-2011, 10:10 AM   #17
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Default Re: HELP! I cannot loggin my account even with secret code!?!

Katie, we will all be wanting to know how you made out calling support. Sometimes you have to be persistant and ask for a supervisor if you are not getting results.
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Old 08-30-2011, 10:16 AM   #18
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Default Re: HELP! I cannot loggin my account even with secret code!?!

Have you tried re-setting your password?
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Old 08-30-2011, 11:50 AM   #19
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Default Re: HELP! I cannot loggin my account even with secret code!?!

Sorry you're having this problem, Katie. The basics of a Ganz phone call: Ganz reps should confirm that they're speaking to someone 18 yrs old or older, ask for the name and birthdate on the account and a pet code. Additional questions vary based on what type of problem there is.

A question....have you checked that you're entering your username and password exactly as registered? No switches in upper case or lower case or cap lock stuck? Those fields are case sensitive and I've gotten the same types of error messages if I try to log in with cap lock on.

If you have been hacked, the person may have added a pet code to your account. To prevent them from being able to use it to take your account again, you can ask to have your user name changed. You'd want to make the new name very different from the old one. Something no one else would think of.
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Old 08-30-2011, 02:21 PM   #20
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Default Re: HELP! I cannot loggin my account even with secret code!?!

Mynoney has good advice but I believe Katie already said that she had made sure that the userid and password were entered in the correct case. Since it appear that maybe the hacker may have had the name changed it may be a difficult task to prove ownership on the account. I have not made a new account in ages and know that you have to put a name on the account and a birthday. I can't remember if you have to supply an email or not. But Katie needs to be able to supply as much information about the account as possible such as tyoes of oets on there and maybe some of the names of pets.

Unless he or she was really good the hacker probably got ahold of a pet code in order to be able to change the password. I would also strongly advise that if Katie manages to get the account settled as being hers and given access to it that she ask them to change the user name on it so that the hacker will not know that.
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