Does this help?

What if my account has been archived?
Updated 2015-04-22 15:25:31
After 18 months of inactivity we will archive an account. For security purposes, during the archiving process, we remove all information associated to the account other than then User Name and Password.

If you wish to reactivate an archived account and you remember your login credentials, simply attempt to login to your Webkinz World account to initiate the automatic account recovery process.  You will be able to login to your account after 24 hours.

If you wish to reactivate an archived account and you do not remember your login credentials, simply click the "Contact Support about this issue" button below for further assistance.

Please note that if an account remains inactive for a period of 7 years, Ganz will then delete that account.
;