First of all you need to go on www.webkinz.com and then click on customer services. When you have done that click on account issues AND then I forgot my user name. You will then have to provide your secret code, date of birth, email, name and the letters on the screen. They will then send you a email with your username on and a new password. If you want to change the password all you have to do is when you log in put your username in and then put change password. HOPE THIS HELPED!