Poptropica Contact Us

Game Questions

Forgot Password

Error Message

Store Stuff, Backpacks, and Gold Cards

I'm Stuck

Forgot Password

close

I am locked out of my account / Forgot my password.

Although player passwords are not case-sensitive, you still may get locked out if you make a typo while trying to log in. Your account will unlock automatically. Wait a few minutes and try logging in again. Remember always to write down your username/password combinations so that you can continue to easily access your game!

If you've forgotten your password and you previously added a parent email address to your account, you can request a password reset email. Enter your username on the Returning Users login page without typing any password. Click "OK". Then, click the "forgot password" link that appears. An email will be sent to your parent's address.

Did this answer your question?

Yes No, I'd like to submit a question

Forgot Password Form

Has a parent ever purchased Membership or Credits for this username?

We can quickly reset your password with the information below:
* Required fields

*Player Username:

*Email Address:

*Parent First Name:

*Parent Last Name:

*Parent Email Address:

*Your Birth Date:

Why Do We Ask Your Age?:
The Children's Online Privacy Protection Act imposes certain requirements on Web sites that collect personal information from children under the age of 13. We need to know your age so we can comply with these requirements.

Are you playing with a Free Account?

We need to be sure you are the owner of the username before we can reset your password. Answer the questions below so we can determine whether you are the owner.

*Player Username:

*Estimated time of last log in:

*Character Name:
Example: Lone Crumb

*Last Island Completed:

*Email Address:

*Your Birth Date:

form bottom

Error Message

close

I'm getting an error message when I try to log in/play and I don't know what to do.

There are a few possible adjustments you can make to better access the game. Please try the steps below:

  • Sometimes high security settings on your anti-virus or parental control software will prevent access to Poptropica. Please set poptropica.com as one of your "allowed" sites. Check the Help section of your software for more specifics on how to create a cookie control exception for a specific website.
  • Download the latest version of Adobe Flash.
  • Enable cookies on your browser.
  • Try logging in on a different browser (ex: Chrome, Firefox, Internet Explorer, Safari, etc). You may see a change in loading time and access

Did this answer your question?

YesNo, I'd like to submit a question

Store Stuff, Backpacks, and Gold Cards

close

I just bought something in the Store, but now I can't find it. Where did it go?

All store items and costumes that you collect can be found in your Items Backpack. Just log into your player account, and start playing in an island. Once you're there, you can see the brown backpack icon in the top right corner. Click this, and then select "Store Items" from the dropdown menu. All of your store items are here

Did this answer your question?

YesNo, I'd like to submit a question

Store Stuff, Backpacks, and Gold Cards

close

I remember I had an item/costume from an advertisement. Why did it disappear?

Advertiser items are not "forever" items. This means that they expire after a certain period of time. If you keep your eyes open, these items sometimes make a re-appearance in the Poptropica Store on special occasions!

Did this answer your question?

YesNo, I'd like to submit a question

Store Stuff, Backpacks, and Gold Cards

close

I bought the wrong item in the Poptropica Store. Can I get a refund/exchange it?

Sorry, all Poptropica store items are final sale. We do not refund or exchange items. There also is no way to swap items between players.

Did this answer your question?

YesNo, I'd like to submit a question

I'm Stuck

close

Can I reset the Island that I'm in?

Yes. Click the scene map within the Island that you are currently playing. Then, click the blue "Restart Island" button.

Did this answer your question?

YesNo, I'd like to submit a question

Game Question Form

Please Note! We will not give hints to solve the game, and cannot reply to inquiries with such requests. If you need help solving the Islands, please refer to our Official Guide book or app.
* Required fields

*Player Username:

*Email Address:

Island Name

Item Name: (if applicable)

*Message: Please DO NOT include any personal information in the box below. If you are getting an error message, please include the full text of the error in your message.

*Your Birth Date:

form bottom

Report a Bug

Report a Bug Form

Although we do extensive testing before each new release, sometimes a bug sneaks past us! If you think you found one, please let us know. Unfortunately, we cannot always answer these reports, even though we do read them all. We will only reply if necessary.

If you are receiving an error message, please report it here.
* Required fields

*Player Username:

*Email Address:

*Where is the bug?

Island Name:

Store/Backpack/Island Item: (if applicable)

*Platform:

*Message: Please DO NOT include any personal information in the box below. If you are getting an error message, please include the full text of the error in your message.

*Your Birth Date:

form bottom

App Questions

App Questions

Although we do extensive testing before each new release, sometimes a bug sneaks past us! If you think you found one, please let us know.

* Required fields

*Email Address:

*Device and Version:
e.g. iPhone 5S

Island Name:

*Message: Please DO NOT include any personal information in the box below. If you are getting an error message, please include the full text of the error in your message.

*Your Birth Date:

form bottom

New Release Feedback

New Release Feedback Form

Let us know what you think about new releases on Poptropica! From new Islands to updated features, we always love to hear what you have to say. Unfortunately, due to volume we cannot reply to your emails. Thank you!
* Required fields

*Player Username:

*Message: Please DO NOT include any personal information in the box below. If you are getting an error message, please include the full text of the error in your message.

form bottom
Poptropica Home © 2007 - 2014 Pearson Education, Inc. All rights reserved