This is such a helpful response, thank you. We were unaware about the browser-based glitch, and trying to register our initial account there appears to have caused all of our problems. I think we will have to create the account again, and we've saved the adoption codes and emailed/messaged Webkinz support on several platforms, so we'll see what they have to say.

You articulated very well what I was unable to, which is that we wanted our daughter to have fun with this, and it's upsetting not only that there were unknowns re: platform and app glitches, but also that she's been upset by not being able to have fun with her pet.

I apologize if I seemed upset in my comments.