KNOWN BUGS AND TECHNICAL ISSUES

This is a list of BUGS and ISSUES that our team is aware of and working on, as of 1/21/2022.

If you are experiencing one of the below bugs, please try the listed workarounds (if any) and have patience as our team works to find a fix for these errors.

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Recently Fixed

Thanks to your reports, these bugs have recently been resolved by our team. Be sure to go and try again should it have been causing you issues in the past:

  • Non-issue: Mira's Statue has disappeared from Jamaa Township! In the chaos of the Phantoms' siege on Jamaaliday presents, they made off with the beloved Mira statue that stands in Jamaa Township! The Alphas were unable to find it when we drove the Phantoms out of Jamaa, but will continue to search for clues to its whereabouts.

Automated Accounts

AJHQ has been seeing many automated accounts attempting to crash our servers. These accounts are made by a few people that are determined to ruin other players’ fun. You may have noticed these repetitive accounts in the game and end up worrying; can the bots hurt my account? The short answer is no, those accounts cannot hurt your account nor its data, though they can be annoying. Following these tips can help keep the automated accounts from bothering you:

  • Follow the guidelines for a safe and secure password.

  • Disable your buddies, trading, and messaging (or limiting them to buddies only) to stop bots from pestering you, but it is not necessary to keep your account safe.

  • Report any suspicious in-game activity through the standard reporting features on other accounts’ player cards.

  • Continue to have fun and enjoy your regular play time.

Account Errors

  • I'm not receiving pop-up gifts (daily spin rewards, weekly member gifts, etc.)!
    • We are aware that gift notifications aren't occurring for some players. The issue has been reported to our game team and they are investigating the issue.
    • Even though you didn't receive a pop-up, you still should have received the item in question. If your inventory is full, you may need to recycle an item or two before the new one will appear.
  • My pet dino isn't upgrading to an avatar!
    • This typically occurs when your avatar is wearing a Royal Pet Saddle. The poor dino pet can't get down, and isn't able to get into the converting machine! Remove the Royal Pet Saddle from your current avatar in order to allow your pet dinosaur to become an avatar.
  • My Level reset to level 1!?
    • Most of the time this is just a temporary graphical issue (your account is still at the right level, it just currently appears to be at level 1).
    • If your level hasn't gone back to its original level within 24 hours, please contact us.
  • When I use a flying animal it will only hover near the ground, and won't fly up high!
    • Sometimes flyers seem to get a little nervous of high altitudes, try having your avatar sit down first, then see if they are able to fly further off the ground!
    • The devs are currently working to fix the issue in which flying animals become too enthusiastic about flying up high, and get stuck doing actions best suited for the ground.
  • When I go to make a Masterpiece, it keeps telling me that Masterpieces are disabled on my account.
    • This issue tends to occur after using the Brush tool for heavily detailed artwork. Try making the top-left corner of your Masterpiece one solid color. That usually fixes the issue.
  • I keep getting a Critical Error pop-up when I play.
    • This just means that some of your game files didn't fully update when you loaded into an area in the game.
    • Simply click the okay button and log back in.
    • You may need to do this a few times before you can log in again.
    • If you uninstall the game, you will have to do these steps over again.

Application Issues

  • A pulsing siren sound is emitting from my device while I'm playing Animal Jam!
    • This alarm sound occurs due to your device's hardware being overwhelmed by your gameplay; it is more likely to happen the longer you play.
    • Close the application (clear completely from your open app history) and try running a fresh session of your game. Our developers are investigating the issue to find a permanent solution to the bug, we appreciate your patience.
  • When I try to install the AJ Classic App, it opens the Animal Jam app instead.
    • Use your computer's built-in Uninstaller (in the Control Panel) to uninstall both apps.
    • Delete any old installers, then download and install the app again.
    • If you play both Classic and AJ, make sure you download the Classic app first, and then proceed to download the Animal Jam app.
  • When I load the desktop app, the screen is too small for me to see anything.
    • There is an issue with the files registry saved on your computer.
    • Submit a support ticket and our team will provide you with some steps to fix the issue!
  • Action shortcut keys (Q, E, Z, C, and spacebar) aren't working in Pack Runs!
    • Our team is working on a solution for this, we apologize for the inconvenience.

Pet Troubles

  • My pet's eyes turn completely black when I use a Play as Your Pet potion!
    • Our app developers are on the case to track down the source of this bug, hold tight!
    • In the meantime, try changing to the pet you wish to play as for the time being, and then reloading the game application.
  • I can't find the pet nurturing station to purchase!
    • The Pet Station has moved to the den items section of the Sapphire Shop. The PetSitter Pro is still available for purchase by members in Shoreline Decor, the Moku'ahi furniture shop.

Visual Glitches

  • My Porthole Window doesn't look like the item it should be!
    • The Porthole Window seems to have gotten a bit confused about which shape it should be, our developers are working to fix the issue; it will be back to its round self soon!
  • The Flower Amulet doesn't fit my avatar anymore!
    • Sometimes the animals forget how to properly wear an item, our developers are looking into the issue and will make sure it fits everyone perfectly in the next update.
  • I can't see my buddies' avatars!
    • This occurs when you are using a Play as Your Pet potion. Our developers are working to find a solution!
    • In the meantime, if you need to see your buddies' avatars, remove the Play as Your Pet potion from your active potions in the character editor.
  • My avatar eyes turn completely black when I stop using a Play as Your Pet potion!
    • Our app developers are on the case to track down the source of this bug, hold tight!
    • In the meantime, try reloading the game application to resolve the issue.
  • When building a Masterblock in my den the background appears black!
    • The app developers know about this issue and are working to find a way to fix it. If the view is bothering you you can always make your Masterblock from the minigame menu.
  • I see -1 when I chat!
    • This is an issue with the game files on your device.
    • You can fix this by uninstalling and reinstalling the app.
    • BUT REMEMBER, if you do that you will lose any saved Masterpieces you are working on that have not been approved by AJHQ and any "Guest Accounts". So be sure to submit that artwork and register your guest account.
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If your question hasn't been answered in our help section, you can submit a request to AJ Support, and we will respond as soon as possible. Currently, support is only available in English. Submit a Request