My Free Zoo FAQ

My Free Zoo
Do you have a forum or guides for the game?
We have a forum full of very helpful players here! If your account is an upjers account linked to the portal, you can simply use your username and password for your game to log in!
Help! My animals/buildings/decorations/plants disappeared!
If something is not where you are very sure it should be, chances are it's just invisible to you. This can be a result of faulty cached image files. Your Flash Player will often save some files to your computer to make loading quicker for you. But if these files get messed up, or aren't up-to-date, it can lead to missing items and error messages. To fix this problem, you should clear your Flash Player's cache.

To do that, go to the Adobe Flash Player's Settings Manager:

This'll bring up a little widget that lets you change the flash player settings (it may look like a picture, but it's interactive!)

To clear your cache: - Select the second tab (Global Storage Settings panel) - Remove the tick in the second box (the one right at the bottom "Store common Flash components...") - Confirm the change - Then tick the box again.

Then reload the page with the game and see if everything's there now!
How can I breed animals and why should I?
You can breed baby animals in your zoo once you reach level 12 and buy and build a breeding station.

As soon as you have placed a breeding station in your zoo, you can try to get baby animals in 3 enclosures per day. You'll need at least 2 animals of different gender in your enclosure to do that.

Each animal has a predetermined chance of successful breeding. The chances are lower with more expensive animals than with the cheaper ones.

However, you can increase the chances of successful breeding with various methods:

- Build a watering trough in the enclosure to permanently increase the chances of successful breeding by 5%

- Build an animal habitation in the enclosure to permanently increase the chances of successful breeding by another 10%

- Use fertility feed (available in shop for diamonds) for a one-time breeding chance increase of 50%

- Each expansion of your breeding station will increase your chances of successful breeding in all enclosures permanently by another 5%. You'll also get one additional breeding attempt for each expansion.

Baby animals are especially popular with your visitors and will give twice as much popularity as their adult counterparts - and of course, they're super cute!
How can I change my password?
If you have an older account which isn't connected to the Portal, you can click on the cogwheels below your current level (top right hand side) in-game and you'll get to your personal game settings.

Here you may select an avatar, turn off the sound, change your password or delete your account.

If you have a Portal account (or just a newer account in general), you can change your password in the Portal here: https://en.upjers.com/settings - under the password tab!
How can I get diamonds?
Diamonds allow you to buy special items and features. You may also get diamonds as reward for completing tasks.

You can of course also buy them in the bank (safe in the top menu bar) in exchange for real money. Just choose a payment method and the amount you'd like to buy.

Once you completed the payment, the diamonds will be credited to your account. Please mind that some payment methods take longer than others!
How can I swap cards?
As soon as you reach level 6, you'll get a task asking you to build a transport station.

This will allow you to trade puzzle pieces with your friends and this gain animals/decorations/enclosures/enclosure items you wouldn't be able to buy yet based on your level and/or the amount of diamonds/zoo-dollars you currently have.
I already have an account in the browser game; can I play it with the app?
Unfortunately, the browser game and the app for My Free Zoo are two completely different games. The browser game has several features that the app doesn't have (for instance, the Natural History Museum, the Antique Express and some animal species) - therefore an established zoo game wouldn't transfer over well. You can, however, play both games and keep a zoo in each!
I bought Coins via PaysafeCard, but they haven't arrived yet.
If the debit wasn't successful, the amount of money is generally credited back to your code; therefore the money should still be on your card.

Please go to www.paysafecard.com

There you can check your credit and verify your turnovers.

Should the amount have been debited from your card, please state your PaysafeCard transaction ID as well as the date of your payment.
I bought Coins/Diamonds/Dosh/Gold Bars/Cocoa Beans via PaysafeCard, but they haven't arrived yet.
If the debit wasn't successful, the amount of money is generally credited back to your code; therefore the money should still be on your card.

Please go to www.paysafecard.com

There you can check your credit and verify your turnovers.

Should the amount have been debited from your card, please state your PaysafeCard transaction ID as well as the date of your payment.
I can't find a specific player using the player search and I can't contact them
All our game servers are entirely independent from each other. That is why it is unfortunately not possible, to transfer an account from one server to another, or trade and communicate between different servers.

You can only trade with players, if they are registered on the same server. If you would like to play on the same server as your friends and/or family or switch for different reasons, they need to register on your server, or you need to register on their server, and start from the beginning. Settings from one server cannot be transferred to another server. If you just want to talk to your friends while you are on-line, you can always do so via the forum as well!
I can't find a specific player using the player search, and I can't send him messages or contracts.
All our game servers are entirely independent from each other. That is why it is unfortunately not possible, to transfer an account from one server to another, or trade and communicate between different servers.

You can only trade with players, if they are registered on the same server. If you would like to play on the same server as your friends and/or family or switch for different reasons, they need to register on your server, or you need to register on their server, and start from the beginning. Settings from one server cannot be transferred to another server. If you just want to talk to your friends while you are on-line, you can always do so via the forum as well!
I can't log into the forum.
Are you sure you're logging into the correct forums?

With the exception of Kapilands and Kapi Regnum, all of our Forums can now be found in the Portal. You can log in here with the same username and password you use for your games!
I cannot breed because my animals are all the same gender.
This problem can be solved quite easily:

Just move your animals to your storage and place them back into the enclosure. They will then return as male and female. :)
I didn't receive the activation mail with my login data.
Please check your spam and junk inbox. Maybe the activation e-mail is hiding there.

If you can't find the e-mail, please state your forum name and date and time of registration in your support request.

You will be sent a new activation e-mail.
I forgot on which server my account is registered.
If you saved your registration mail, this is no problem at all. Aside from your login data, it also contains the server info.

If you didn't save the registration mail, you can use the "Password forgotten?" function on every server. Along with the new password, you will be sent your server and the login data via e-mail. You can also try to log in on every server using the trial-and-error method until you have found your game server. Unfortunately, there is no other option.

If all that fails, you can still contact support to see if they might be able to help.

Keep in mind that in some of our older games, game accounts may be deleted after 180 days of inactivity.
I forgot on which server my account was registered.
If you have saved your registration mail, this is no problem. Apart from your login data, it contains the server info.

If you didn't save the registration mail, you can use the "Forgot Password?" function on every server. Along with the new password, you will be sent your server and the login data via email.

You can also try to log in on every server using the trial-and-error method until you have found your game server. Unfortunately, theses are the only options.
I have transferred money via bank transfer in order to receive Coins. When will I get them?
Unfortunately we have no way of influencing the time the credit institutes take to process a transaction. This may take up to 3-5 working days, even if the money has been booked directly from your account, even longer in case of international transactions (our company seat is, as you may know, in Germany).

We generally credit all transfers the day they arrive on our account. Maybe your transactions is among today's arrivals. Should you have to wait longer than 10 working days until the Coins have been credited to your account, please check your entries, and contact us again, if you are certain you have used the correct data.

In this case please let us know the "reason for transfer" you have given in your bank transaction form, your User ID, the account holder's name and time/date of transaction.
I have transferred money via bank transfer in order to receive Diamonds. When will I get them?
Unfortunately we have no way of influencing the time the credit institutes take to process a transaction. This may take up to 3-5 working days, even if the money has been booked directly from your account, even longer in case of international transactions (our company seat is, as you may know, in Germany).

We generally credit all transfers the day they arrive on our account. Maybe your transactions is among today's arrivals. Should you have to wait longer than 10 working days until the Coins have been credited to your account, please check your entries, and contact us again, if you are certain you have used the correct data.

In this case please let us know the "reason for transfer" you have given in your bank transaction form, your User ID, the account holder's name and time/date of transaction.
I linked my game account to the Portal, but now I can't log in anymore!
Once you have connected an account to the Portal, you will need to use your Portal account information to log into your individual games, if you opt to log into them from their launch pages. Of course, you can easily log in via the "My Games" tab.

Some of our older games will require you to click a little portal button to use your Portal information to log in.
I wanted to buy Coins/Diamonds/Dosh/Gold Bars/Cocoa Beans via debit (Webbilling), but I could not understand the voice on the phone.
If you didn't enter a PIN, your money wasn't debited. You can simply begin the payment process over.
I would like to delete my forum account.
Forum accounts are now directly tied into your Portal account; the two cannot be separated, and therefore, it's impossible to delete just your forum account.
I would like to delete my forum account.
The Forums are directly tied to the Portal; therefore, it isn't possible to delete just your forum account.
I would like to link an older game account to the Portal. How can I do that?
If you have a Portal account, any new game accounts you create will automatically be connected to the Portal. However, if you have an older account that isn't connected to the Portal yet, you can do that after the fact.

Just go to the "My Games" tab in the Portal.



You'll see a little "Link Existing Accounts" tab over the box with your games. Click on that.



Choose the game you would like to link an account from, and click on it. Enter your server and log-in information, and BAM, it's connected!

Please note: Sometimes difficulties arise if you have deleted Kapi Hospital/My Free Farm accounts and then try to link a new account. Contact support if this occurs!
I would like to transfer my account to another server.
You can of course register on another game server any time. Since our game servers are not connected, however, it is impossible to transfer accounts from one server to another. If you would like to play on another server, you need to register on that one separately.

You can close your current account or keep it, as you like. Coins, points and in-game money can unfortunately not be transferred.
I would like to transfer my account to another server/game world.
You can of course register on another game server any time. Since our game servers are not connected, however, it is impossible to transfer accounts from one server to another. If you would like to play on another server, you need to register on that one separately.

You can close your current account or keep it, as you like. Diamonds, points and in-game money can unfortunately not be transferred.
I'm off-line for the next few days. Is there a vacation mode?
There is no vacation mode on My Free Zoo, but you can leave your zoo untended for a few weeks without any problems.

Your animals may crave your attention when you get back, but they will wait for you completely unharmed! :)
Is the game good?
Yes, it's fantastic!
My account was reset to level 1! Where is my saved game?
Accounts do not get reset on their own. There are three reasons your account may appear reset:
  • You deleted your account via the Game Settings/Profile (this is pretty rare)
  • You are playing on the wrong server
    • A lot of our games have several game servers - make sure that you try all of them before you panic
  • You accidentally changed the language
      Make sure that you're playing the game in the right language. Our games do not switch languages - each language is hosted on a different server, and if you change the language, you'll begin playing a completely new account. Some of the more bilingual among us might not even notice. You can find the dropdown to change languages in the top right corner of the screen:

My forum account has been banned.
If you have violated the forum rules on various occasions, you have probably been warned by one of our forum moderators already, and are now banned.

Should you not have received a warning from a moderator, you may have been blocked immediately because you have extremely violated the forum rules.

The reason and the length of your ban will be displayed when you log in.

Should neither of those things apply, please state your forum name as well as your email address in your support request; we will then examine your case.
My menu buttons are gone/the screen is cut off!
You probably just accidentally adjusted your browser's zoom - if you have a scroll wheel on your mouse it can happen rather easily.

To make it go back to default, click somewhere on the background of the game page - anywhere on the background/border should do - and hit the "Ctrl" and "0" keys on your keyboard at the same time.

Or if key combos aren't your thing, check your zoom in your browser's settings menu. Most modern browsers have something to click in the top right corner (a gear, three parallel bars, etc.) that will open the menu. There should be a zoom indicator with buttons to adjust it. Just make sure it's set to 100% and you should be good to go
The game is running very slowly. Why? What can I do about it?
There are a couple of reasons why your game might be running slow:
  • Hardware issues. Most of our games are pretty big and require rather decent computers to run properly.
  • Internet connection issues. If you see a lot of little clocks and lag, a slow internet connection might be the cause.
  • Long online sessions. The Flash Player will tend to get backed up and begin to struggle if you are logged into a game for hours at a time.
  • Running several Flash or Unity Player games at the same time. Try to avoid doing this.
  • Server issues. They are rare, but they can occur.
  • A Flash cache with corrupted files.


Some of these might be out of your control (and out of ours, too). Some general tips for making the games run better:
  • Log out of the game and back in every once in a while, to make sure that the Flash Player can keep up.
  • Play with a good internet connection. Of course, being connected with the modem/router directly is best. If you're using wireless, be as close to the hotspot as you can. Surfsticks only provide mediocre internet connections in most cases.
  • If your computer is not the newest, try to close other programs and games you have running.
  • Clear your Flash Cache regularly. You don't have to overdo it, but it's a good idea after patches.
  • Zoom in within the game. You might see less, but there are less graphics to process, and the game will run a lot smoother.
  • Turn down your Game Settings - most games have a couple of options in the Advanced Settings.
  • Make sure that your browser is up to date.
  • Try using a different browser.
The playing field is black/white/blue/green!
Something is probably wrong with your Flash player - it might not be active at all, or you may be experiencing issues with some of the settings.

First off - take a close look at your playing field. If it says "To view this page ensure that Adobe Flash Player version 10.1.0 or greater is installed" or similar in the top left corner (it may blend in quite well) you either don't have a Flash Player, or you do not have it active.

Checking your Plug-Ins To see if you have a Flash Player and if it's active or not, follow the following steps:

  • Google Chrome

    Type "chrome://plugins/" (without quotation marks) into your url bar at the top of the screen and hit enter.

    You will see a list of your plug-ins in Chrome. Look for "Adobe Flash Player" or "Shockwave Flash Object" and make sure that it is enabled (if it is, you'll only see a "disable" link.


  • Firefox

    Click on the three parallel bars in the top right corner of your browser:

    Select the "Addons" button:



    Select the "Plugins" category on the right...



    ....and look for "Shockwave Flash."



    Select "Always Activate", or "Ask to Activate" (if you want to give it permission every time you need it) from the dropdown on the far right, and you're good to go!



  • Opera

    First off, you'll need to open your Opera Menu and select "Show Menu Bar":



    Once you have the menu bar at the top, select "View" > "Developer Tools" > "Plug-ins":



    Make sure that "Enable plug-ins" is checked at the top, and look for "Shockwave Flash"



    Make sure that it's enabled! If it isn't, click the "Enable" link, then close and restart the browser.


  • Internet Explorer

    Click the little gear icon in the top right corner.

    Select "Manage Addons...". A window will open that will allow you to look at your addons and extensions. Look for "Shockwave Flash Object" or "Adobe Flash Player" in the "Toolbars and Extensions" category.



    If it is disabled, click on the "Enable" button in the bottom right-hand corner of the window. Close the window and restart your browser.
The time display in the forum is incorrect after the switch of the daylight savings time.
Go to your "User Control Panel" in the forum and click on "Board preferences".

You can switch DST by ticking "Yes" or "No" respectively in the menu item "Summer Time/DST is in effect".
There are several players in our household, is there anything we need to look out for?
Please always mind the following rule:

In order to ensure that all our players have the same chances within the game, all trades between players using the same internet connection (at home, at work, etc.) are expressly forbidden. We cannot make any exceptions here.

Of course it is always possible, that friends, colleagues and family members using the same internet connection are registered on the same server. So we can differentiate these PC-user-communities from cheaters, it is unfortunately adamant that everyone sticks to this general rule.

If you do this, you can play on the same server without any problems. And let's face it, there really are plenty of other players that you can trade with as well.

Thanks a lot for your understanding and keep having fun playing!
There are several players in our household, is there anything we need to look out for?
Please always mind the following rule:

In order to ensure that all our players have the same chances within the game, all trades between players using the same internet connection (at home, at work, etc.) are expressly forbidden. We cannot make any exceptions here.

Of course it is always possible, that friends, colleagues and family members using the same internet connection are registered on the same server. So we can differentiate these PC-user-communities from cheaters, it is unfortunately adamant that everyone sticks to this general rule.

If you do this, you can play on the same server without any problems. And let's face it, there really are plenty of other players that you can trade with as well.

Thanks a lot for your understanding and keep having fun playing!
There are several players in our household, is there anything we need to look out for?
Please always follow this essential rule:

In order to ensure that all our players have the same chances within the game, all trades between players using the same internet connection (at home, at work, etc.) are expressly forbidden. We cannot make any exceptions here.

Of course it is always possible, that friends, colleagues and family members using the same internet connection are registered on the same server. In order to differentiate between these PC-user-communities and cheaters, it is unfortunately necessary that everyone sticks to this general rule.

If you do this, you can play on the same server without any problems. And let's face it, there really are plenty of other players that you can trade with as well.

Thanks a lot for your understanding and keep having fun playing!
What are boosters and how can I get them?
Boosters are packs of card pieces. In a way, the booster is a bit like a game. You will been shown 8 cards, and you'll be allowed to flip over four of them for free (you can see a list of what is hidden under them on the right).

You can flip additional cards for premium currency. Once you're done, just click on the "Redeem" button.

Boosters come in Bronze, Silver and Gold qualities. The higher the quality, the higher the chances of getting rare and valuable cards. You will receive a free Bronze booster every day!
What are super/mega/giga stores and how can I get them?
Super, mega, and gigastores are large shops that have a significantly higher revenue limit than regular stores and take up less space than having lots of smaller shops (even in a mall!), making them 200% more efficient! Best of all you don't have to click dozens of pins - it's just one building with one pin!


You can either buy them outright in shop, or trade in large malls filled with stores to get them.

How can I trade in my shops for a super/mega/giga store? You can trade in a large mall fulled with shops. You can see the maximum amount of money your food/souvenir shops in a mall can store in the top left corner in your malls:


Clicking on the + will allow you to access the interface to trade in your mall (with its contents) for a snazzier, space-saving superstore. You can see your progress towards the various stores in these bars:


If you've reached the threshold for a super, mega or gigastore, you can trade that mall and the shops inside it by clicking on the "Continue with X store exchange" button. Note that if your shops have a higher revenue limit than the threshold, it's a good idea to return excess shops to your inventory, so that nothing goes to waste.

Before you can trade in your mall, you'll need to make sure you remove anything that isn't relevant to the exchange, like paths, decorations, wallpapers and shops of the "other" type you're not trading in for. Luckily, the handy buttons at the top of the page will move these items to your inventory with a single click!


If you've reached the threshold for a store, you can simply trade it in with no extra charge. You can also use Diamonds to upgrade to the more prestigious stores you don't have the required revenue limit for you.

WARNING: Trading in a mall with shops in it, means that the mall and shops will be consumed. They will be gone for good! So be careful with any old event shops that have grown dear to you!

Some other useful info:
  • Existing super/megastores cannot be upgraded
  • Small shops are generally the most efficient for reaching the exchange threshold in your malls
  • Exchanging shops/malls into super/mega/gigastores won't prevent minitasks asking for shops from occurring
  • Super/mega/gigastores cannot be placed in malls
  • The pin over super/mega/gigastores appears once 1000 ZD have been amassed; you can collect the money from them at any time though
  • Cashiers will also collect money from super/mega/gigastores
What is a Premium Account and how do I get one?
At its base level, a Premium Account will give you the following advantages:

  • 5% more experience for feeding, playing with, and tending to animals
  • 5% discount on filling all enclosure items at once
  • Call the Antique Express for free once a day

    At higher Premium Levels, the rewards become even better and more diverse. Here's a sampling of perks you can look forward to:

    More experience points!
  • More experience for feeding, playing with, and tending to animals
  • More experience for watering plants
  • More experience for collecting trash

    More breeding!
  • Shorter breeding durations
  • More breeding slots
  • Chance at twins or even triplets when breeding
  • Increased breeding chances

    Save time!
  • Shorter construction times
  • Shorter fossil hunts in the museum
  • Shorter fossil conversion times in the museum

    Save and make money!
  • Larger discounts on filling all enclosure items at once
  • Call the Antiques Express for free more often
  • More Zoo Dollars from the admissions booth
  • Caps on the cost of changing the weekly challenge
  • Discounts on instantly completing the weekly challenge
  • More money from your shops

    More friends and cards!
  • Daily gold booster pieces
  • Daily Diamond booster pieces
  • Additional friendship slots

    To get a Premium Account, you'll need to redeem Premium Time. Premium Time can be purchased when you click on this button (at level 6 and up) in the Premium Menu:


    You'll have the option to buy premium time in the window that pops up. However, it won't be redeemed until you want to redeem that. You can do so by selecting how many of a given card you would like to use, and then hitting the "Redeem" button:


    There are three Premium Time bundles:

    1 Day of Premium Time: 36 Gold Bars
    1 Week of Premium Time: 125 Gold Bars
    4 Weeks of Premium Time: 250 Gold Bars


    Every time you reach a new Premium Level, you will receive 24 hours of Premium Time. However, this can only occur every 4 weeks per level (that means if you go from Premium Level 3 to Premium Level 4, you'll get 24 hours; if you drop back down to Premium Level 3, you'll need to wait four weeks before you can get a free day of Premium Time for reaching Level 4 again).
  • What is the Children's Farm and how do I unlock it?
    The Children's Farm is a farm-themed extension to your zoo. Unlike other regions, you don't need the Zoological Society to unlock it (although if you do have it, you will be able to access it through there).

    All players level 6 and up can access the Children's Farm by clicking on the premium account menu in the top left corner and using the "To Farm" button:


    The Children's Farm starts out with a bunch of obstacles, that can be cleared.


    There's a whole array of farm-themed decorations for the Children's Farm and the enclosures within it. These will also give you Premium Coins, which increase your premium account level.


    There are exclusive animals that can only be kept on your farm: Holstein Cattle, Valais Blacknecks, Mangalitsa Pigs, & Leghorn Chickens. These can be obtained from Diamond Boosters, which you can only get with a level 10 or higher premium account.

    Many regular zoo animals can also be kept on your farm: Water Buffalo, Wild Turkey, Yak, East Friesian Sheep, Shetland Pony, Domestic Donkey, Llama, Reindeer, Alpaca, Pot-Bellied Pig, Mallard, Domestic Horse, Sheep, Domestic Pig, Goat, Peacock.
    What is the Prehistoric Park and how do I unlock it?
    The Prehistoric Park is a region that allows you to create mixed species exhibits in a magnificent prehistoric setting. It's the perfect place to keep dinosaurs and other extinct animals that might be a bit out of place in your main zoo.


    It can be unlocked and accessed through Zoological Society, a building that can be found outside of your main zoo:


    You can unlock the Zoological Society at level 15 and up for 150 Diamonds; at level 40 and up, you have the option of paying 15,000,000 ZD instead.

    To unlock the Prehistoric Park itself, you'll need to complete a number of successful breedings and pay to unlock the region. The required breedings are:
    • Breed 10 Dodos
    • Breed 10 Woolly Mammoths
    • Breed 10 Smilodons
    • Breed 10 Ankylosaurus
    Of course, these only counts breedings after you've unlocked the Zoological Society. You can pay to skip the task, but this doesn't mean that you'll receive all those babies. You'll still need to pay the unlock fee, too, even if you skip the breeding task. Once these breedings are complete, you can unlock the Prehistoric Park for either 40,000,000 ZD or 175 Diamonds.

    The Prehistoric Park can be accessed through the Zoological Society outside of your zoo. Click on this symbol on the map to get there:


    Your prehistoric zoo starts out as 20x20 fields with a number of obstacles that need to be removed to make room for enclosures. Some of these cost Diamonds to remove.

    Animals in the Prehistoric Park require special Prehistoric Park enclosures, which can be purchased in the shop while in the Prehistoric Park. While regular space limits apply, there is no herd limit within Prehistoric Park enclosures, allowing you to keep impressive herds of mammoths!

    As breeding in mixed species enclosures is too stressful for the animals, breeding animals in the Prehistoric Park requires special breeding enclosures, in which you can only keep a single species. These can be purchased in the shop and outfitted with prehistoric breeding equipment (watering hole and habitation).
    What is the Serengeti and how do I unlock it?
    The Serengeti is a region that allows you to create mixed species exhibits with African animals in a beautiful savanna setting.


    It can be unlocked and accessed through Zoological Society, a building that can be found outside of your main zoo:


    You can unlock the Zoological Society at level 15 and up for 150 Diamonds; at level 40 and up, you have the option of paying 15,000,000 ZD instead.

    To gain access to the Serengeti, you'll need to complete a number of prerequisite tasks and pay to unlock the region. The required tasks are:
    • Breed 25 Black Rhinoceros
    • Breed 25 Warthogs
    • Release 25 Elephants into the wild
    • Release 25 Flamingos into the wild
    Of course, these only counts breedings and releases after you've unlocked the Zoological Society. You can pay to skip the task, but this doesn't mean that you'll receive all those babies. You'll still need to pay the unlock fee, too, even if you skip the task. Once these tasks are complete, you can unlock the Seregeti for either 35,000,000 ZD or 165 Diamonds.

    The Serengeti can be accessed through the Zoological Society outside of your zoo. Click on this symbol on the map to get there:


    Your African zoo starts out as 20x20 fields with a number of obstacles that need to be removed to make room for enclosures. Some of these cost Diamonds to remove.

    Animals in the Serengeti require special Serengeti enclosures, which can be purchased in the shop while in the Serengeti. While regular space limits apply, there is no herd limit within Serengeti enclosures, allowing you to keep impressive herds of ungulates!

    As breeding in mixed species enclosures is too stressful for the animals, breeding animals in the Serengeti requires special breeding enclosures, in which you can only keep a single species. These can be purchased in the shop and outfitted with Seregenti breeding equipment (watering hole and habitation). While it may be more practical to breed most animals back in your main zoo, Serengeti-exclusive animals such as the Black-backed Jackal can only be bred in the Serengeti region.
    What is the Zoo d'Amour and how can I unlock it?
    The Zoo d'Amour is a romantic city zoo where your animals have a 10% higher chance to breed successfully.

    It can be unlocked and accessed through Zoological Society, a building that can be found outside of your main zoo:


    You can unlock the Zoological Society at level 15 and up for 150 Diamonds; at level 40 and up, you have the option of paying 15,000,000 ZD instead.

    To unlock the Zoo d'Amour itself, you'll need to complete a number of successful breedings and pay to unlock the region. The required breedings are:
    • Breed 25 Meerkats
    • Breed 25 Hippos
    • Breed 25 Arctic Foxes
    • Breed 25 Beavers
    Of course, this only counts breedings after you've unlocked the Zoological Society. You can pay to skip the task, but this doesn't mean that you'll receive all those babies. You'll still need to pay the unlock fee, too, even if you skip the breeding task. Once these breedings are complete, you can unlock the Zoo d'Amour for either 30,000,000 ZD or 150 Diamonds.

    The Zoo d'Amour can be accessed through the Zoological Society outside of your zoo. Click on this symbol on the map to get there:


    Your city zoo starts out as 20x20 fields with a number of obstacles that need to be removed to make room for enclosures. Some of these cost Diamonds to remove.

    You can place aquariums, aviaries, terrariums and regular enclosures in the Zoo d'Amour. Amazonian Houses cannot be placed in the Zoo d'Amour, but you'll be able to purchase special Amazon breeding enclosures in the shop, so that you can still breed your rainforest favorites.
    What is the Zoological Society?
    The Zoological Society is a building that can be found outside of your main zoo:


    The Zoological Society allows you to unlock special regions that have various perks, for example:
    • The Zoo d'Amour, which increases the success rate of animal breedings there by 10%
    • The Serengeti, which allows you to keep African animals in large, mixed species enclosures, with a significant bonus to visitors
    • The Prehistoric Park, which allows you to keep various extinct animals in mixed-species enclosures, with a significant bonus to visitors
    Additionally, unlocking the Zoological Society will allow you to flip 5 cards instead of the usual four in any boosters you open.

    You can unlock the Zoological Society at level 15 and up for 150 Diamonds; at level 40 and up, you have the option of paying 15,000,000 ZD instead.
    Where are my black-backed jackals?
    Some animals cannot be placed in the main part of the zoo, so they won't appear in your card bar. You might have noticed that with Amazonian animals and decorations, as well as decorations for special regions like the Serengeti. The Black-backed Jackal is an animal that can only be kept in the Serengeti region (or in the Zoo d'Amour in a Serengeti breeding enclosure).

    You can still find them in your inventory though (the button with the box next to the card bar).

    You can find out more about the Serengeti in our forums!
    Where can I find the animal collections?
    You can find the animal collections - special challenges that require you to collect or breed certain animals - in the achievements menu. That's the button with the trophy in the main menu bar at the top of the screen.

    Here, you will find a tab for the animal collections, with a sub-tab for all collections currently available:


    Animal collections unlock great prizes - usually rare animals that can only be obtained by completing collections!
    Where can I get Diamond Boosters and what do they contain?
    Diamond Boosters cannot be purchased and can only be obtained by assembling the pieces you get daily at Premium Level 10 and up.

    They contain pieces of farm decorations, and have a chance to contain pieces of the exclusive farm animals: Holstein Cattle, Valais Blacknecks, Mangalitsa Pigs, & Leghorn Chickens!
    Which employees are there and what do they get me?
    Zoo employees can relieve you of lots of your daily chores.

    - The gardener will water your plants as soon as a watering symbol appears above the plants. He'll water all plants that are placed up to 6 rows away from a path - but he doesn't water around corners!

    - The garbage collector will empty your garbage cans and pick up the rubbish if you don't have the time for that, to ensure your visitors won't leave the zoo in disgust. Garbage cans will only be emptied if they are placed directly next to a path!

    - The zoo keeper will tend to your animals, entertain and feed them as soon as the respective bubbles appear over animals heads. He won't be able to feed/entertain and tend to every animal immediately, but only will take care of them if one of their needs reaches its critical stage. Animals whose enclosures are placed more than 2 rows away from a path won't be tended to.

    Please note that the workers cannot reach objects but only, depending on the employee's job, up to a maximum of one to six fields next to the paths.

    Please also mind that your employees generally will only take care of your zoo if you are logged in (on-line). While you are off-line, they will only do parts of their tasks or none at all!

    To hire employees, you will need an administrative building. You can buy this building in the shop from level 8 onwards. The bigger your zoo, the more there is to do and one single employee won't be able to get around to all the chores. That's why you have a total of 10 slots for employees. These will work for 7 days, after which you'll have to hire them again. 3 slots are unlocked and available automatically, unlocking the slots 4-10 will cost you diamonds. Slots you unlocked once will remain unlocked.

    Teams of employees can be hired as well and they are highly advisable if you have a larger zoo. They only need one slot, but are a team of 3 workers and of course manage to take care of more chores than one single employee.
    Why am I losing visitors?
    Generally, the amount of visitors you receive depends on how well you manage to meet their needs and demands. Enclosures and animals only help generate a certain amount of potential visitors. If their needs aren't met, you will lose them again.

    Stalls, garbage cans and restrooms won't attract new visitors, but if these manage to help meet your visitors' needs, then they will get visitors to your zoo, too. This will only happen if your visitors' needs aren't over-achieved, however.

    And of course, visitors prefer to see happy, healthy animals - so make sure to take care of their needs, too!
    Why am I on the black list?
    Being on the black list just means that you can't receive e-mails from us anymore (with the exception of support e-mails). Usually, you wind up on there because you unsubscribed from our newsletters or other mails, but you can also end up on our blacklist by marking or e-mails as spam or not being able to receive e-mails (for instance, if your inbox is over capacity).

    If you would like to be removed from our blacklist, all you need to do is explicitly ask us to do so (something like "Please remove my e-mail address (xxx@xxx.com) from the black list.")
    Why are my Premium Coins decreasing?
    Premium Coins decay when your Premium Account isn't active - that is, if you don't currently have any Premium Time redeemed. You will lose 0.3% of your Premium Points every hour when your Premium Account isn't active.

    You can see that your premium account is not active right away, because your premium display in the top left corner of the screen will show a red "Activate!" text.


    If you buy premium time, don't forget to activate it by using the "Activate Premium Time" button in the Premium Status window! Select the amount you want to redeem at the bottom, and hit the "Redeem" button:


    Why can't I log into my account?
    There are a couple of reasons why you might have trouble logging into your account. Here are several possible solutions for your problem:

    • Are you sure that you have chosen the right server? You need to choose the server you registered on, if you want to log into the game. If you are unsure which server you are registered on, please check your registration confirmation mail. Please also note that our game is available in several languages. So please make sure that really have selected the US-American version, or that you indeed are registered on the US-American version.

    • If you are certain that you have chosen the correct URL and server, please verify that
      you have entered your login name and password correctly. There should be no unnecessary spaces. These may have been added accidentally, if you have copy/pasted the password.
      Also note that the password is case-sensitive. So please check that you haven't accidentally turned on your key lock.

    • In case forgot your password, please use the option "forgot password", and you'll automatically be sent a new one. Use that one, to connect to the game. You can later on change it in your in-game Profile. If you don't receive the email with your new password, please check your Spam-Folder.

    • Please also note that your login name may differ from your user name (depending on the game you are registered on). Your user name is the name that is displayed within the game, in order to connect to the game, you need to use the login-name.

    • We also run nightly backups some time between 2 and 5 am CET/CEST (Central European (Summer) Time). If you're experiencing issues at that time of day, it's likely they are just temporary. Try again a bit later!

    If you are still unable to connect to the game, please contact us again, if possible, by giving us the exact error message you receive when trying to log in!
    Why did my breeding fail, even though I had high chances of success?
    Even if the chances of successful breeding are relatively high, there is always a bit of chance mixed in with breeding animals.

    Even if your chances are at 80%, that still means about 2 of 10 breedings could fail. You might get unlucky sometimes, but with a bit of patience, you'll can manage to breed any animal! :)
    Why does my animal not fit into the enclosure, even though there is still lots of space?
    Animals need space to feel at home and happy in their enclosure, which is why you won't be able to place an unlimited amount of animals in one enclosure. Each species has a maximum number of animals you can keep in each enclosure. You can see how many fields an animal needs inside the shop via the green symbol with the number on it. You'll also be able to see how much space an enclosure offers via the same symbol.

    If you don't have any more space and want to place an animal in an enclosure, the game will tell you to either build a new enclosure or expand the already existing one.

    For further info on which animals you may place in which enclosure and how much space they need, view the spoiler in the following forum-entry:

    http://forum.us.upjers.com/viewtopic.php?f=173&t=2056