technical-help

[undone jolt]

〢 To fix the shadow issue, follow these steps:
• Go to Settings → Graphics and disable shadows, then enable them again
• Try restarting the game
• Try changing your town
• Press the Repair button at the top-right corner at the start of the game
-# Following these steps usually resolves shadow-related glitches

〢 To fix the shadow issue, follow these steps:
• Go to Settings → Graphics and disable shadows, then enable them again
• Try restarting the game
• Try changing your town
• Press the Repair button at the top-right corner at the start of the game
-# Following these steps usually resolves shadow-related glitches

〢 To avoid this issue, try not staying AFK for a long time in build mode

[round night]

But I’m not.. I removed it, saved and completed

[undone jolt]

〢 Alright, try to avoid building and focus on tasks and events
• In the latest update, several issues have appeared
• If you have some time, please report your issue via in-game customer support

[faint folio]

i have this item from a task before the winter frost event has officially started and the task has ended but it still shows in my backpack and i can't remove it.

[modern cargo]

Did the devs already spoke about ppl doing the skating bug abuse?

[viscid drum]

i am supposed to have 30 planters but 1 has glitched away. It just dissapeared when I was working on my house garden in build mode. Now i have 29. The missing one is not in my inventory or anywhere. I even tried to save my current house in blueprints, then add a planter in there. When i saved it and loaded it to my plot, the planter was still gone. How do I get it back?

[dusty tangle]

It’s best to contact Customer Support to see what options they can give you for this.

For Customer Support in-game please go to your watch Settings ⚙️ Account management Support Center and then press on

[dusty tangle]

No, they haven’t !

[modern cargo]

I hope people who abused it get suspended or something, it's not fair :(((

[dusty tangle]

Can you try some of these potential fixes ?

• Restart your device / PC / game.
• Go to the title screen and in the corner press this button

[round night]

[dusty tangle]

How are you building your house and getting this error ? Is it only via Blueprints ? If so, you can just build regularly at

[round night]

Not blueprint, it’s normal build mode

[viscid drum]

well I just did what you said and now it wont download back to my ipad

[trim ocean]

so someone i know is trying to get in the game has been trying for the past couple of days but when she goes to load the game, click the start button in the menu screen and the bar starts to load her game crashes, like just closes and we have tried unistalling it and varafing the files but its not working what do we do

[dusty tangle]

What is the error you’re seeing now ?

[viscid drum]

it says i dont have enough space but I do

[dusty tangle]

That’s weird .. I would just try to restart your iPad again.

[shadow field]

I made it to level 14 today, which got me access to the painting setup but it never gave me the quest?
Im able to buy the canvas but I didnt get the quest at all :/

[viscid drum]

okay

[dusty tangle]

Can you try going to a new town ?

Go to the title screen / login screen.
Next to the START button, press on
Press on All Towns and select a random one to join.

[shadow field]

Ill try that now thank you :]

[dusty tangle]

Did you friend download the game on Steam ?

[viscid drum]

So im back in and there is still no planter in sight

[trim ocean]

yes and she also had taptap and both are doing the same thing

[dusty tangle]

The best thing to do then would be to Contact Customer Support. It seems the game is very glitchy for you on iPad.

For Customer Support in-game please go to your watch Settings ⚙️ Account management Support Center and then press on

[shadow field]

Going to a new town didnt give the quest unfortunately :/
Does anyone know how to get the tailor tickets outside of the quest?

[undone jolt]

〢 In such cases, when you re-enter the game or restart your PC, it takes you back to the last town you visited, as if you haven’t done anything
• Try changing to a different town first before performing the rest of the steps

[dusty tangle]

You can buy them at your workbench. Press the button with a t-shirt with a scissors on it. Select any template and at the top you’ll be able to purchase more tickets.

[shadow field]

Ah okay, I thought you could earn them, I dont have enough blue hearts and I found out that the quest was supposed to give you some to start with, thank you for your help!

[dusty tangle]

The quest starts with either Bob or Ka-Ching if that helps. If you check your map, do any of them have an orange clipboard near their face ?

[shadow field]

I bought the canvas from Ka-Ching but she didnt offer any quests and Bob didnt have any at the time but maybe if I restart the game again? I didnt think to check that so thank you :D

[tropic aspen]

@twin yacht

[dusty tangle]

You need to send a direct message / DM to it. You can follow the instructions here at #guide

[undone jolt]

〢 Make sure to follow these steps:
• Update all drivers, especially the GPU driver
• Ensure Windows is fully updated

• After that, check that your device specifications meet the game requirements and can run it

[tropic aspen]

I'm having a problem with my game where I open it and it doesn't start. I don't know how to fix it.

[undone jolt]

pc ?

[tropic aspen]

mobile

iOS

[undone jolt]

how dont start like stuck on loading ?

Or dont open at all ?

[tropic aspen]

When I open the game, it doesn't start, you know?

[undone jolt]

〢 You need to give me a more detailed description so I can understand how to help you
• There are many issues similar to yours, for example:
• The screen stays white
• The game freezes during loading, e.g., at 99%
• And other related problems

[dusty tangle]

Can you take a screenshot of the issue ? Just make sure none of your personal details or information is in the screenshot.

[tropic aspen]

It says the game's storage is full, even though I have space on my phone.

[willow scroll]

how do i report a bug?

[tropic aspen]

I'm using my girlfriend's account because she doesn't speak English. He uninstalled it and is installing it again soon. I'll send a screenshot shortly.

[tropic aspen]

I don't know where to report the bug.

[undone jolt]

〢 You can try the following steps:
• First, go to App Info and clear the game data, then try entering the game again
• Try restarting your mobile device
• Try uninstalling and reinstalling the game

[undone jolt]

〢 For Customer Support in-game, please go to:
• Watch → Settings → Account Management → Support Center

You can also access it from the main game interface at the start of the game:
• Go to Settings → Support Center

[tropic aspen]

She already uninstalled it and now it's downloading again. I hope that solves it.

But thank you for your help.

[undone jolt]

np
〢 Most likely, she needs to restart her device so it can properly recognize the storage and other resources

[warm sluice]

why cant i sleep rn? 😭

[shadow field]

Okay so really weird update on this suggestion. I cant find Ka-Ching? She doesnt appear on the map at all for me and I cant remember where the general store is so I just drove around on the outskirts of the town center (Im new to this game just started this week actually) I cant find her anywhere lol

[shell olive]

My game is glitching I am unable to collect reward for competition of this chapter. Help please.

[undone jolt]

〢 Yes, this issue is affecting many players after the latest update
• Please report it in-game so it can be fixed as soon as possible

[shell olive]

it wont let me report it

[undone jolt]

can u screen

[dusty tangle]

Ka-Ching is most likely at the concert for you. If you aren’t D.G. Level 7 or above, you won’t be able to find her. You’d have to wait for the concert to be over. You can see this by opening up your mini-map and checking this location on the map.

[shadow field]

Oh okay sweet that helps!

I didnt know she goes to the concert lol

[trim ocean]

all of that is fine but it still is not working

[dusty tangle]

Yes & she’ll be there every night for a few weeks. Once the concert is over, please check your mini-map again to see if she has any pending quests for you. It’ll be marked with a little orange clipboard. You can see an example of the orange clipboards in this screenshot ( ignore the red circle and arrow ).

The orange clipboard above indicates an NPC has a quest for you ⬆️

[undone jolt]

〢 Alright, if her device is fine, she is not using a VPN, her network has no issues, and she has restarted the game, even uninstalled and reinstalled it without success, this means the game servers themselves have problems preventing her from playing
• Please wait until the issue is fixed on their side
• If you have some time, you can also report the problem in-game

[shadow field]

I went through the portal to see if she was there, I didnt find her at all. Im still going to wait until the concerts are over but its strange I didnt even see her, I saw Annie and Atara though

[undone jolt]

〢 Its location changes because it’s an event, and the event requirements are:
• Complete the “The Answer Lies Within” quest
• Be at level 7 DG member

• Otherwise, you need to wait until the event ends for it to return to its usual location

[dusty tangle]

This is where Ka-Ching is standing at the concert.

[wind sand]

Hi there, I am the person Jelly Bean is talking about, this is what has been happening the last few days.

[undone jolt]

Try to open it as adminstrator

[balmy elk]

Has anyone ever not gotten the rewards for the weekly request? I just completed it and I didn’t receive any money or other type of currency

[wind sand]

How, even when I run steam as admin, It will not let me run Heartopia as admin, and I have verified files and everything

[undone jolt]

〢 I think this issue is on their side, as the servers might be causing the problem
• Several issues appeared after the latest update
• You can try using Proton VPN to see if it helps

[wind sand]

i think it is, because I ran steam as admin, and then heartopia and still got the same thing.

As great as installing a VPN would be, I would rather not. It causes to many issues on other programs sadly.
I guess I am just stuck till they fix it

[undone jolt]

well, i hope so

[steady hawk]

Anyone have a issue like this? It happen to me this morning. It required to download update after around 87% then failed

[undone jolt]

@stray spruce

[undone jolt]

〢 You can try the following steps:
• Restart your device
• Clear the game data and try entering the game again
• Uninstall and reinstall the game

[buoyant jewel]

Hello, my friend is currently experiencing a problem with the frost season event recipe

She doesn't have the iced drink recipes for some reason despite already unlocking the event and all

[undone jolt]

〢 Make sure to check her Mail, her Bag, and also the Warehouse

[buoyant jewel]

I'm not sure whether this is a bug or not since this is the first i've ever heard of it

[undone jolt]

she will find the recipe on warehouse

[buoyant jewel]

Okay, will do, I'll go tell her right now

[stray spruce]

aye

[stray spruce]

we gotttt ittt, thank you for tag

[limber sorrel]

I can't claim this reward

UID: 1c7q85bt

[dusty tangle]

This is a very common bug that everyone is experiencing. You’re always welcome to report it to Customer Support in-game.

For Customer Support in-game please go to your watch Settings ⚙️ Account management Support Center and then press on

[undone jolt]

〢 Yes, this is an issue that many players are experiencing
• Please report it in-game to the customer support team

[idle parrot]

Hi I'm unable to advance snow sculpture hobby.
Name: Morticia
Server: America
2b8d6ptt

[gloomy shore]

can someone help me out ? for some reason my enter button works but it won't let me chat in the game , ive tried getting off and getting back on and nothing

[dusty tangle]

The snow machine that you are supposed to place down is most likely the polar bear one. This one, in my screenshot.

[undone jolt]

〢 You can try restarting the game
• You can also try changing your town

[gloomy shore]

ive done that as well

[undone jolt]

can u do rec ?

[gloomy shore]

rec? like record it ?

[undone jolt]

mmmhm

[gloomy shore]

yeah hold on

[dusty tangle]

Update in regards to the Collection Bug

The issue has been identified and they're working on it.

[idle parrot]

You were correct Kayla it was the bear. thankyou for your help ♡

[gloomy shore]

ive tried pressing it and even pressing enter

[gloomy shore]

the video should be there ^

[nova hollow]

My game still not working

[undone jolt]

〢 Here are some steps that may help solve your issue:
• Go to Steam → right-click the game → Properties → Installed Files → Verify Integrity of Game Files
• Try restarting your PC and launch the game again
• You can also uninstall and reinstall the game

[undone jolt]

what happend with u

[dusty tangle]

For “ Login Timed Out “

Something that may be a cause of this error is the game’s optimization. This means even if you know your Internet connection is good, sometimes the game will require players to restart their router or change connections to connect / enter the game.

Things you can try just to enter a town ( and then switch back to your regular WiFi ) includes:

Restarting your router
Manually forgetting your WiFi and manually reconnecting to it
Using a different WiFi

5G, LTE
Cellphone data / hotspot
VPN ( most players are using Proton which is free )

[nova hollow]

It been saying my login timed out since yesterday

[open charm]

I have an issue, I can’t interact with my cat and I can’t feed it 🥶

[dusty tangle]

Please enter for a few seconds and then exit. Approach your cat again and the interaction bubbles should be there.

[dusty tangle]

Are you using a wireless keyboard by any chance ? Or do you have any controllers that may be trying to connect via Bluetooth / controllers that are plugged in ?

[nova hollow]

I got it by disconnecting then entering the town but now my game lagging badddd

[open charm]

But after feeding it, I couldn’t interact with it again even after trying the method you suggested

[eager night]

I can’t sign in to my game on my phone for the last two days. It works on my PC but I’m not sure why the app is not working after the resent update :/

[dusty tangle]

Can you try restarting your game again ? If the lag continues, you may want to switch to a different Internet connection to see if your experience can improve a bit.

[gloomy shore]

no

[nova hollow]

It stopped once I fed my cat

Wait I’m missing a cat…

[eager night]

I reset the game twice but I’ll try going on another wifi and see if that helps

[dusty tangle]

Try doing it again -> enter for a few seconds and exit. Sometimes I have to do it two times.

[nova hollow]

Nvm I found my cat she was hiding in my bushes again

[dusty tangle]

What happens when you try to log in on your phone ? What error do you see ?

[eager night]

Changing the wifi (went on my data) worked!! Thank you so much ☺️☺️☺️

[nova hollow]

I missed yesterday cat and dog restock

[unborn hearth]

Helpp

[buoyant jewel]

Thank you, we're both beginners, and I only knew that things go into the mail, never checked the warehouse, she found it 👍

[steady hawk]

After clear game data, it become like this..
Uninstall and reinstall still have same problem

[dusty tangle]

Something that may be a cause of this error is the game’s optimization. This means even if you know your Internet connection is good, sometimes the game will require players to restart their router or change connections to connect / enter the game.

Things you can try just to enter a town ( and then switch back to your regular WiFi ) includes:

Restarting your router
Manually forgetting your WiFi and manually reconnecting to it
Using a different WiFi

5G, LTE
Cellphone data / hotspot
VPN ( most players are using Proton which is free )

[undone jolt]

....Problem after problem

[steady hawk]

[shrewd forge]

Why can’t my friend redeem this gift?

[undone jolt]

〢 Can you please try restarting your device?

[dusty tangle]

Can you please ask your friend to check their backpack ? It should look like this ..

[timber cypress]

Wanted to report a bug where Atara calls you after unlocking the lab. Every bit of text is removed

[undone jolt]

u can report it ingame

[timber cypress]

Ohhh thank you

[undone jolt]

npp

[hot wolf]

Hello, i cant find the magic broom in my inventory

[shrewd forge]

Thanks! She found it after some game restart.

[dusty tangle]

It’s a pickaxe skin. So you’ll be able to find it by opening up your toolbox and pressing the green button with an axe on it.

[hot wolf]

Ohhh is it. 😂 thank you!! 💕

[rigid gyro]

I can’t advance in the Gardening hobby. I watered the crops as instructed but it got stuck in 2/8. Not sure of how to fix it…

[dusty tangle]

Can you visit a neighbour’s house and try watering their crops instead ? That should help you complete this task.

[rigid gyro]

Got it, will try it right now. 👌🏾

[wanton juniper]

Someone can help me? Login timed out

[undone jolt]

〢 If you’re having trouble getting into a town, you can try the following steps just to log in first, then switch back to your normal Wi-Fi afterward:

〢 Restart your internet router
〢 Remove your Wi-Fi network from saved connections and connect to it again manually
〢 Try connecting through another Wi-Fi network

〢 You can also use:
〢 5G / LTE connection
〢 Mobile data or a phone hotspot
〢 A VPN (many players use Proton since it’s free)

[dusty tangle]

When you don’t see the START button, the first thing to try would be restarting your device / PC.

[wanton juniper]

Okay, I'll try, thank you very much.

[normal bronze]

hii everyone i tried to put the new codes in my account however it says that the code reach the limit. Idk how to fix this maybe u guys can tell me what to do

[loud carbon]

I gifted my wife GAMG Full Membership, she received it from the mail. But it applies nothing on her account, even the 180 Red diamonds. Can someone help me with this? Thank you!

[dusty tangle]

Can you ask your wife to check her backpack please ? It should look like this ..

[loud carbon]

Hello, Thank you so much! We found it! This is the first time I try gifting her.

[dusty tangle]

Please make sure you are copying the code correctly. A common error is when players put in i instead of l.

If it still doesn’t work, your best bet would be to reach out to the Discord moderators so they can confirm if the codes have actually reached their limit or not.

For Discord support from moderators please follow the steps in #guide to use the new mod mail system. You can send a DM to @twin yacht .

[vapid mortar]

Can you help me can’t enter the game

[dusty tangle]

Something that may be a cause of this error is the game’s optimization. This means even if you know your Internet connection is good, sometimes the game will require players to restart their router or change connections to connect / enter the game.

Things you can try just to enter a town ( and then switch back to your regular WiFi ) includes:

Restarting your router
Manually forgetting your WiFi and manually reconnecting to it
Using a different WiFi

5G, LTE
Cellphone data / hotspot
VPN ( most players are using Proton which is free )

[vapid mortar]

Thank you very much, I can

[wise aspen]

For some reason I’m stuck under my house

[dusty tangle]

A couple of things you can do include:

Open your watch and press on Settings ⚙️. Then at the bottom press on Reset Position.

Restart your game and enter a new town manually.

Go to the title screen / login screen.
Next to the START button, press on
Press on All Towns and select a random one to join.

[rigid gyro]

It worked!!! Finally!! Thank you so much 😘

[wise aspen]

Ty

[drowsy ether]

helllo @everyone newbie here, why can't i log in my acc tru google and facebook?

[dusty tangle]

⭐️ Please make sure that you enable network access when the pop-up appears. Also make sure all permissions are allowed and granted.

⭐️ You can also try other Internet browsers such as Microsoft Edge, Google Chrome and Firefox. Make them your default browser and try the login process again.

https://www.youtube.com/watch?v=ZWM6LFzYGdU

[frank estuary]

Hola! 😊 Hoy compré la membresía premium de 30 días. El pago fue descontado correctamente de mi cuenta sin embargo, hasta el momento no he recibido los beneficios.
No estoy segura de si se trata de un error o bug del juego, por lo que agradecería mucho su ayuda y saber si existe alguna forma de solucionarlo

[dusty tangle]

Comuníquese con el soporte técnico si tiene algún problema con la transacción, por favor.

Ve a tu reloj Configuración ⚙️ Administración de cuenta Centro de soporte y luego presiona

[frank estuary]

@dusty tangle ooh hare eso entonces

muchas gracias!!

[steady hawk]

Still same

[dusty tangle]

What Drive are you installing the game on your PC ? Are you trying to put it on an external hardrive or the C: Drive ?

[fallow bronze]

very often I am unable to interact with my second cat randomly so I have to relog lol. I never have this issue with my first cat or my dog, just the second one I adopted. Is this a common issue?

[dusty tangle]

Yes it is. Pets have been extremely buggy lately.

A temporary fix would be to either continue restarting your game or enter for a few seconds and then exit it. Then find your cat again and the interaction bubbles should be available.

[fallow bronze]

Yeah understandable lol. Ooh I didn’t know about the build mode fix, that seems quicker so I’ll do that from now on. Thank you!

[steady hawk]

I'm playing on mobile

[dusty tangle]

Have you ever been able to play on mobile before ? What kind of phone do you have ?

[wintry mantle]

sorry wrong place

[steady hawk]

Yes, it work fine until this morning that required to download update

[dusty tangle]

When you uninstalled and reinstalled where did you download the game from ? The official website right ?

[steady hawk]

Yup

[trail hare]

Why I don't have this recipe? I have another recipe from masimo except the steak.

[dusty tangle]

Do you have enough space on your phone ? Is your OS on the latest version and updated ?

[undone jolt]

〢 Please make sure to check:
• Mail
• Bag
• Warehouse
-# The recipe might have been delivered to one of these places

[steady hawk]

Around 100GB remain, and yes updated

[dusty tangle]

Android or iPhone ?

[limpid needle]

hi, what to do if my screen stuck at 99%? thankss

[steady hawk]

Android

[wicked jacinth]

What kind of android? Google Pixel series? Galaxy series?

[small rune]

Hello! My friend recently got muted for 10 years is there a way to appeal this?

[wicked jacinth]

Be a bit more specific

[hot portal]

Hello, For some reason I can't join the game on my pc, only on mobile. Every time I try to enter it gives the "time out" error.

[dusty tangle]

Please reach out to Customer Support in-game.

For Customer Support in-game please go to your watch Settings ⚙️ Account management Support Center and then press on

[dusty tangle]

Something that may be a cause of this error is the game’s optimization. This means even if you know your Internet connection is good, sometimes the game will require players to restart their router or change connections to connect / enter the game.

Things you can try just to enter a town ( and then switch back to your regular WiFi ) includes:

Restarting your router
Manually forgetting your WiFi and manually reconnecting to it
Using a different WiFi

5G, LTE
Cellphone data / hotspot
VPN ( most players are using Proton which is free )

[hot portal]

Ohh, Alr. Ty!!!

[echo mortar]

bug no submit sardines

[undone jolt]

wich quest

[steady hawk]

Android infinix

[inland inlet]

hiii am I the only one experiencing this? My buttons suddenly disappeared and no matter how many times I restart my game, it's still like this

[dusty tangle]

Can you please enter for a few seconds and then exit it ? Approach your cat again and then you should be able to see the interaction bubbles.

[inland inlet]

I can't press anything, sadly

even shortcut keys doesn't work

[undone jolt]

〢 Try changing your town
• Try restarting the game
• Press the Repair button at the top-right corner at the start of the game

• If these steps don’t work, please contact in-game customer support

[dusty tangle]

Can you restart your device / PC ? Let’s see if that works.

[echo mortar]

thank you

[inland inlet]

Okay i'll restart my pc

thank you!

[ripe flicker]

Hello, I favorited a book draft in my computer so I could work between PC and iOS Heartopia. But it seems that the chapters dont get transferred 🙁 what do I do?

[pearl salmon]

Can someone help me ?

I tried asking for help on the other channel

[wicked jacinth]

Hey I also had this quest today. Just to make sure, you have sardines in your backpack? Let me know after you change towns

[dusty tangle]

We can try.

[pearl salmon]

Ok so I’m doing a painting for my dresser but it won’t let me zoom and move to the corner if I zoom it’s only in the middle I’ve been trying as much as I can (I’m on pc)

[wicked jacinth]

The sardines are the blue and white ones (First row, Last one and 2nd row first two)

[ripe flicker]

Oh! You can use right click to move around

It seems controlled/target zooming is not a thing yet

[pearl salmon]

OMG THANKS I thought I was doing that and it wasn’t working

[fleet spoke]

Hi I think my account has a bug, I can’t access Fashionwave store to buy from a friend, they mentioned that limited this week but I have not bought from anyone

[steady hawk]

@dusty tangle , @wicked jacinth ..
Nvm, after multiple times restart, uninstall and reinstall.. Game work fine again
Thank you for your support

[inland inlet]

Thank you! It worked~

[wicked jacinth]

is that a picture bruh

[undone jolt]

mmhm

[wicked jacinth]

ok

[undone jolt]

why is it look like other thing

[ripe flicker]

That is the cutest ghost i have ever seen (i... i think its him)

[ripe flicker]

I am going to try do the Repair thingy

[undone jolt]

dont call me cute

[polar frigate]

Has anyone’s Apple ID been compromised since downloading this game?

[wicked jacinth]

I dont think so?

[undone jolt]

〢 Why? Did this happen to you as well?

[polar frigate]

Me and my wife, just this week and heartopia is the only common app downloaded

[undone jolt]

〢 Please report your problem in-game if you are sure

[wicked jacinth]

I dont think thats the problem tho

[polar frigate]

Also we have had the same ID for 10+ years never an issue, this games been out for less than a month? And both of us have issues

[undone jolt]

〢 There is a possibility of a security breach through the game, since the game allows login via Apple ID

[undone jolt]

〢 How is your account linked?

to google or apple or face ?

[mint badge]

why is it when i go to cook it keeps glitching and burning my dishes? it doesnt just happen once it’s constantly happening and its making me waste my stuff

[polar frigate]

2 accounts with Apple ID
1 with Facebook

The 2 apple ones have had issues this past week where someone was able to acquire our information

[undone jolt]

glitching how what happend

[mint badge]

when i go to cook itll use my ingredients but no pot will show up until its burned

[undone jolt]

〢 The best solution is to contact in-game customer support, as we haven’t encountered any hacking issues before

[polar frigate]

But how could that happen without it being either a data breach on apples side since it goes through “game centre” or a file within heartopia that’s giving hackers access to our phones

[digital parrot]

Why is this?

[old elm]

I reinstalled the game, did some repair and I still get login timed out.

[undone jolt]

〢 You can try the following steps:
• Try changing your town
• Try restarting the game
• You can also press the Repair button at the top-right corner at the start of the game

[undone jolt]

〢 If you’re having trouble getting into a town, you can try the following steps just to log in first, then switch back to your normal Wi-Fi afterward:

〢 Restart your internet router
〢 Remove your Wi-Fi network from saved connections and connect to it again manually
〢 Try connecting through another Wi-Fi network

〢 You can also use:
〢 5G / LTE connection
〢 Mobile data or a phone hotspot
〢 A VPN (many players use Proton since it’s free)

[mint badge]

ive tried the first two, ig i can try to repair it

[undone jolt]

〢 I have no idea, but there are two possibilities:
• One, your information may have been accessed through the game
• Two, you did something incorrectly that allowed access to your information — this is the more likely scenario

• Try to verify the situation carefully

[undone jolt]

〢 If you’re having trouble getting into a town, you can try the following steps just to log in first, then switch back to your normal Wi-Fi afterward:

〢 Restart your internet router
〢 Remove your Wi-Fi network from saved connections and connect to it again manually
〢 Try connecting through another Wi-Fi network

〢 You can also use:
〢 5G / LTE connection
〢 Mobile data or a phone hotspot
〢 A VPN (many players use Proton since it’s free)

[polar frigate]

I mean, other than clicking login with Apple and typing in your passcode, there is no extra steps involved

I just need confirmation that the “app” itself is 100% safe to download from the App Store

[undone jolt]

〢 A hack can take weeks and appear suddenly at any time, so you might think the issue is caused by the last app you installed
• The possibility that your account was hacked through the game is very low
• Try to verify and secure your information as much as possible, then investigate the real cause

[polar frigate]

I have secured, I was hacked over the past week and went through the process .

Tonight my wife had an unauthorized login attempt , our only common “new” hobby has been heartopia

[olive tree]

Hey!! can anyone else let me know what to do for this? My friend is over lvl 7 but cant enter the winter event!! I'm very confused!

[undone jolt]

〢 When you were first hacked, were you playing a game at that time?

[undone jolt]

he should • Complete the “The Answer Lies Within” quest

[olive tree]

Where can they find it?

[undone jolt]

the game will tell him to complete tell him to check his memo

[polar frigate]

I don’t believe so , but tonight it happened while my daughter was playing under my wife’s Apple ID and she got a ping on her phone someone was trying to access her id

[undone jolt]

〢 It’s impossible that the game itself caused this, since it’s on the App Store, which prevents such issues by using a sandbox to block access to any personal information
• The more likely scenario is that the game was downloaded from a suspicious or fake link, and your information was entered there, leading to the hack

〢 Try to check the results after the hack, especially any negative impacts
• Was anything stolen or were any details changed?
• Try to recover everything you can and change all possible passwords
• Remove any suspicious apps and download Heartopia only from the App Store, not from any other source
• Review and apply the most secure protection methods and use them on all family accounts to prevent any vulnerabilities

[polar frigate]

The App Store from Apple is where we downloaded it from originally

[undone jolt]

〢 If the game was downloaded from the App Store, there’s no need to worry
• As mentioned earlier, the App Store prevents any app from accessing personal information

[polar frigate]

My wife was lucky enough to see the notification of someone trying to login from another device and stopped them and immediately changed her password

[undone jolt]

〢 Changing the password alone is not enough
• Make sure everyone has two-factor authentication enabled
• Ensure the password is strong

• After that, check the devices connected to the account
• Try logging out from all devices and then log in again

[topaz trail]

same happened to me

[undone jolt]

〢 If you’re having trouble getting into a town, you can try the following steps just to log in first, then switch back to your normal Wi-Fi afterward:

〢 Restart your internet router
〢 Remove your Wi-Fi network from saved connections and connect to it again manually
〢 Try connecting through another Wi-Fi network

〢 You can also use:
〢 5G / LTE connection
〢 Mobile data or a phone hotspot
〢 A VPN (many players use Proton since it’s free)

[polar frigate]

Yes we have done all that… we’re just trying to figure out how the info even got leaked in the first place

[undone jolt]

〢 Alright, if you came here to verify whether the app is safe, yes, it is safe
• The biggest proof is that it is available on the App Store
〢 You can also verify by contacting the in-game customer support team

[kindred olive]

hii do u guys have any idea how to fix this? i purchsed a gamg full membership and it says internet error but charged me twice yet i did not get wnything

[fallow salmon]

hi! i also have the "login timed out" error on my phone. i followed all the fixes listed, even uninstalled/reinstalled, used the repair button TWICE. and the game still keeps giving me the pop-up log in error.

i tried logging in to another device like my tablet and it was working.

does that have to do with anything? did i corrupt files on my phone? is there any other way to fix it?

i just wish i can access the game thru my phone again bec im more comfortable playing there. 😭😐

[undone jolt]

〢 These are the most helpful solutions:

• 5G / LTE connection
• Mobile data or a phone hotspot
• A VPN (many players use Proton since it’s free)

[trail grotto]

Need your help on this, I can't angle or rotate the advanced building mode. It sometimes does, but only if I use two fingers, but even then, it is SUPER difficult to do since it doesn't work all the time.

This is a new problem for me btw since it was never like this before. Only after the update.

[undone jolt]

〢 To move the camera, use the right side
• To move your position, use the left side

[kindred olive]

bump.

[undone jolt]

〢 Did you receive a notification that u chagerd , but nothing appeared in-game?

[kindred olive]

yup, i have receipts

[tame kraken]

Hello im also having the same problem

[undone jolt]

〢 Please contact in-game customer support and explain your issue to them for a solution

[undone jolt]

wich problem

[trail grotto]

So I did try your suggestion, but it is the same. I cant rotate or angle, it just moves. I think it's a bug, thanks for the help tho, very much appreciated. ❤️

[tame kraken]

I bought the GAMG Full Membership but havent received the activation rewards, does it only activate if you gift it for someone or does it apply if i buy it for myself?

[undone jolt]

〢 I’m a PC user, so I can’t assist much, my apologies
• You can contact in-game customer support and provide a screenshot or video of the issue if you have some time

[trail grotto]

Thank, so where do I try and reach out to them? Sorry for the bother.

[undone jolt]

〢 It does ** activate automatically** after purchase
• Please contact in-game customer support

[harsh glen]

Hey, anyone can help me? The egg of the 8 day is not where it's supposed to be

[undone jolt]

wich server ?

[sweet ibex]

How to fix my icons 🙁

I already restarted the app

[harsh glen]

Global I believe. I am iin europe

[winged gate]

can anyone tell me why i cant pet me dogs or cats?

my cat jus bought i cant feed it and its hungry 🙁

[undone jolt]

try restarting your device

[undone jolt]

〢 On the Global server, Day 8 hasn’t arrived yet
• Please wait until it updates for the day

its happend now lol

u can find it now

[harsh glen]

Oh wow my schedule is so messed up. Mb and ty.

[winged gate]

im on pc jus restarted the game no luck

[undone jolt]

Can you please enter build mode for a few seconds and then exit it ? Approach your cat again and then you should be able to see the interaction bubbles.

[undone jolt]

restart ur pc

[sweet ibex]

Omg thank youuu!!! It’s fixed noww

[undone jolt]

npp

[ripe lichen]

[trail grotto]

Already contacted CS. Thanks 😃

[kindred olive]

thanks! the one got automatically refunded by google itself while the other one is labeled as successful, currently talking to them hopefully i get my sub

[undone jolt]

npp

[vagrant snow]

can anyone tell me what's going on, i spent hours doing my house and this came up

[undone jolt]

...〢 When this happens, you need to press the yellow button
• Then start redo everything

[vagrant snow]

I'll try doing that, thanks!

[true forge]

i’m having a lil bit of trouble with a task the one that’s says “info card(Mallard)” i summoned the info cards yet the task didn’t say i did it and i can’t do any more info cards and Bailey doesn’t have the task where it has the blue outline around it

[undone jolt]

can u show me the task

[undone jolt]

press submit info card

[true forge]

i did and i submitted them but it didn’t work

[undone jolt]

wich bird do u scan ?

[true forge]

honestly i don’t remember

[undone jolt]

u need to scan a mallard bird to get his info and give it to her

[true forge]

but i already submitted all the info card i cant do more

[calm dragon]

Hi, please help. I paid last month but this didn't happen. huhu

[edgy umbra]

does logging out of your account delete your gallery pictures or only when deleting the app?

[quasi vault]

hi i'm having trouble with being able to feed the cat it wont let me open the menu

[undone jolt]

..u should wait

[undone jolt]

when deleting the app

[undone jolt]

.. the image dont apear

[undone jolt]

Can you please enter SoloBuildingfor a few seconds and then exit it ? Approach your cat again and then you should be able to see the interaction bubbles.

[true forge]

yeah but by the time it’s a gonna go away and ima gonna be behind but if there no way to fix it’s okkk

[quasi vault]

ok ill try that, thank you ^^

[undone jolt]

ooooooooh its a daily quest bro there is a seprate option to submit after u scan

[quasi vault]

thank you, it worked ^^

[true forge]

i know but it didntt showww

see

[undone jolt]

do u have a mallard info in ur bag ?

[true forge]

i don’t know

do i need one for it

[undone jolt]

.... go scan and then try again

[true forge]

okk

[undone jolt]

yeeeeeeeeeeee

can u do rec ?

[true forge]

it worked 😭 i’m sorry for wasting ur time

[undone jolt]

np The most important thing is that the issue has been resolved

a record

video

oh ye its happend all u need to do is right click

thats happend when u do alt +tab while u moving the camera ingame

[quick swallow]

Hello, i wanna ask if anyone on the global server has received the new gacha outfit after reset?

Idk why but after i stayed in the game and it reached reset the new gacha outfit didn't load

[undone jolt]

nope still didnt load

[quick swallow]

Ah ok thanks

I seriously thought it was a bug i got worried so much

[undone jolt]

〢 The issue has many possible causes, but the important thing is that the solution is simple

[steep laurel]

hola! (ignoren el fondo por favor ) no me abre el juego y queda asi, ya reinstale, abri varias veces,reinicie el wifi y nada

[undone jolt]

〢 Si estás ejecutando el juego en Steam, prueba lo siguiente:
• Haz clic derecho en el juego → Propiedades → Archivos instalados → Verificar integridad de los archivos del juego
• Intenta reiniciar tu PC
• También puedes intentar cambiar la resolución desde la configuración

[steep laurel]

gracias! intentare en unos minutos si alguna forma funciona

[undone jolt]

〢 If the previous steps didn’t work, try the following:
• First, check the game’s Graphics settings and make sure it’s set to Full Screen
• If you have two monitors, ensure the game is running on the main screen
• You can also restart your device and try again
• If the issue persists, go to the start of the game and press the Repair button

[undone jolt]

〢 ¡De nada! Espero que funcione para ti

[slender comet]

Is there any way to undo something you bought with blue hearts, red hearts or exhibition pass? I had a bug that didn't show the Forestbell items... So I used them on something I didn't want because I thought the event was going away 😢 also I never saw that the Fashionlife Clothing had tabs! Such beautiful things on the next tabs!! If I knew I wouldve bought these in stead of other stuff... Will it stay until I've grinded more blue hearts again? Or does it also have a time limit? 😢 I'm so sad!

[undone jolt]

〢 Unfortunately, there is no way to do that
• But if you are sure there was an issue in your store and you couldn’t see the items, you can contact the customer support team and explain your problem to them

npp

[slender comet]

OK thank you! Do you have any idea how long the content will stay of the fashionlife tabs?

[undone jolt]

sry i have no idea

[slender comet]

OK, thank you though! 🙂

[tender ridge]

i love the stickers lol

[tame creek]

Hi, I went to Bob's Store and bought a pineapple bed. It is not in my bag or warehouse. What should I do?

[undone jolt]

did you check your mail ?

[tame creek]

Yes I did

[undone jolt]

go to the workbecn and check if it was there

[tame creek]

I checked there also

[undone jolt]

〢 Try entering another town and check again
• Or restart the game
• If the previous steps don’t work, contact in-game customer support and explain your issue

[tame creek]

Awesome, thank you for the help.

[undone jolt]

npp

[real sail]

I just downloaded the game on my phone and the game froze when I press ‘accept’ for agreement. Is there any way to fix? I tried redownload it and everything I could and its still the same
-# I’m using iPhone 17 iOS 26.2.1 in case it matters idk

[frank harbor]

My friend keep having a odd lag for me i see him in friendlist but him he doesn't see and whenever I type he can't see as if were not friends we tried deleting adding back but after re login on next day to try get frame the winter from the start (now at day 2) it did the same thing did that occur to anyone else?

[undone jolt]

〢 Try restarting your device
• Try clearing the game data and testing again
• Try uninstalling and reinstalling the game

[real sail]

I tried restart but still nothing
For clearing game data I’m not sure since it’s the only game on my phone atm (it’s a new phone)
I’ve tried uninstalling and still the same

[undone jolt]

〢 This is a really strange issue
• Please report your problem in-game, attaching screenshots or a video and explaining the issue to customer support if you have time

[frank harbor]

Its his ss

But for me all is right

I just wonder if its a recurring bug or if its his device

[carmine wind]

Unlocked the lab but I don't know what Atara said, what was he supposed to say?

[real sail]

I’ll try on my other phone see if it work or have the same bug

[undone jolt]

〢 This issue is happening to all players
• Please report it to the in-game customer support team

[undone jolt]

i hope so

[real sail]

Ah it’s worked on iPhone 11pm but not 17

[carmine wind]

Any educated guess on what he might said?

[real sail]

Tho my 11pm haven’t update iOS yet so maybe that the issue

[undone jolt]

〢 I apologize, I didn’t check properly
• A few players have reached level 27, and all of them reported an issue

[undone jolt]

oh good inf ty for helping

[real sail]

Alg

[oblique jasper]

Hiii, Does anyone know where or on which channel we can report a bug?

[oblique jasper]

Thank youuuu

[undone jolt]

〢 Let them try changing the town
• Try restarting the game

[frosty robin]

why its overlapping :((

[rotund estuary]

can anyone help me? i reinstalled the game and now when i login, it goes back to the screen where i am welcomed in the game. it seems my game progress was wiped out. is there any solution for this? anyone experienced this before?

[tough perch]

erm... My daily quests didnt reset- is there a way for me to fix that??

[frosty robin]

why do i have the feeling you have so many emails that you forgot which one you use at

[hollow vault]

Hi! I hope you’re doing well.
I wanted to ask for some help regarding a recent purchase.

I bought coins from the official store intending to use them on my America server character, but I didn’t notice that the payment page automatically selected Global, since that was my first character. Because of that, the coins were credited to Global by mistake.

I currently don’t use that character, and I really need the coins on my America character. The purchase was made in good faith to support the game, it was just an honest mistake on my part.

I understand there might be technical limitations, but I wanted to ask if there’s any possible solution, or if you could point me in the right direction (support ticket, dev contact, etc.).

Thanks a lot for your time and for the great work on the game

[rotund estuary]

no, theres only 2 that i have

I've logged in using my phone before with this email

[frosty robin]

thought so cuz i had a friend of mine who thought she lost her account but only to find she has 15 emails in her phone that we had to one by one which account she use to play. anywa, try check its server, you probably went in wrong serves

[frosty robin]

go ask the support

in the setting

[frosty robin]

hmm what country are you, sorry what servcer are you

server*

[rotund estuary]

i play with my friends in SEA server so i cant be in the wrong one. ive asked support just now, im just trying to check if theres anything i can do while waiting for support to reply

[tall acorn]

does steam purchase not available?

[frosty robin]

gucci

[hollow vault]

Oh ok, thx

[undone jolt]

Can u show a rec?

[rotund estuary]

what do you mean rec?

[undone jolt]

A record video

[tough perch]

im in America servers

[undone jolt]

Did you try to restart the game or enter another town

[tough perch]

yes, i did multiple times

[rotund estuary]

i mean of what? you'll only see that it goes to this screen when i log in. I've triple checked everything, server and login details. it kept coming back to that

[undone jolt]

〢 After verifying that the missions have been updated on your server, try the following:
• Restart the game
• Enter another town
• Press the Repair button at the top-right corner at the start of the game

• If none of these steps work, contact in-game customer support

[tough perch]

how to enter new town- i keep joining my friends

[undone jolt]

〢 After this catsing , what comes next?

[rotund estuary]

creating a new character:( im on level 20 already, i dont wanna restart the whole game

[tough perch]

i alr contacted support, but wanted to see if anyone knew a fix

[agile gulch]

Hi there. I noticed the monologue argument-ish of Atara and Annie are so fast that each of their last sentences are cut-off? And when I got Atara's quest, all I read was LOC: then numbers. I hope this can be fixed.

[undone jolt]

〢 Make sure you haven’t entered a different server
• If you change servers, the game will start over from the beginning

[agile gulch]

Thanks, will do.

[rotund estuary]

i didnt change servers. its always SEA where my friends and i always play at :(( ive contacted support but how will they get back to me? I contacted while logged out of the game sign in screen

[undone jolt]

〢 You will find a person icon on the servers you have previously played on with your account

[undone jolt]

〢 If you are sure this is the same account you used before and you are on the same server, please contact customer support
• Once you explain the issue to them, they will handle it, as the latest update brought many problems

[rotund estuary]

thank you so much, i'll wait for them then. but is there no other way to track my ticket?

[undone jolt]

〢 Yes, the same way you submitted the report
• You will find an icon at the bottom-right, press it to open your conversation

[rotund estuary]

thank you!!!

[undone jolt]

〢 Make sure to check it regularly, as unfortunately you may not receive a notification when they reply

[undone jolt]

npp

[desert jacinth]

can't collect the reward

[desert jacinth]

oh okay

[trail pivot]

i just did a fishing event and accidentally clicked escape on the "claim rewards" page. is there any way to bring this back?

[undone jolt]

check ur mail

[trail pivot]

ahh thank you! it just popped up!

[stray spruce]

yungs has a new theme everytime i see him

[undone jolt]

if you don’t find someone to entertain you, entertain yourself

[night violet]

I'm drowningg

there's a bug

[undone jolt]

〢 Yes, this is a rare issue
• To fix it, all you need to do is change to another town

[frosty robin]

haaaaaaaaaaaaaaaaa

[night violet]

this is fun

[night violet]

okayy

[frosty robin]

haaaaaaaaaa

[night violet]

will there be a swimming emote and a pool with actual water soon?

[undone jolt]

i dont have any idea

[undone jolt]

.magic

[frosty robin]

what is going onnn

[undone jolt]

Lengthen it, but on the other side it won't show

[spring jolt]

how do i buy, cant find the button

[frosty robin]

i did but it disappear

i'll just leave it be for now HAHAHA

[undone jolt]

...

[night violet]

aww

[spring jolt]

so that's the button smh

[undone jolt]

mmmhm

[spring jolt]

thanks

[tawny flame]

does anyone know the issue of this? its on blueprint and it says materials are locked even tho i checked it and i have the materials for all of it. i hope someone can answer 🙏

[undone jolt]

what is ur dg member lv

[tawny flame]

17

[undone jolt]

〢 If you don’t have one of them, the game will inform you
• I recommend just building your own house untill level up your DG member

[tawny flame]

thing is i have everything i put there is unlocked

i doubled check it before doing it on blueprint

[woven hemlock]

It’s just a general warning, it’s not an indication that anything’s actually wrong. The only items that would be affected by you not having enough is furniture/etc (the kind that goes into your backpack/warehouse) and whether you have enough gold/build resources

[tawny flame]

even if itsays 0/2 while the others is 20/5?

[woven hemlock]

0/2 means you dont have any of this type of building material in your current house, and so it will use resources to build two when you apply the blueprint

20/5 means you currently have 20 of it in your current house, and you only need 5. The other 15 will be refunded to you when you apply the blueprint

[sacred zodiac]

Yoo theres a glitch with the back pack or something. I was doingthe fashion wave quest, make pancakes and iced coffee but when i recieved the items they didn’t appear in my bag, when i checked i noticed i had full inventory. My itsms disapeared i looked in the mail the ware house and theyre not showing. I dont know how to proceed or what i should do cuz my important items are gonnee

[tawny flame]

Omg so it's safe to import it now?

[woven hemlock]

Yup

[sacred zodiac]

Anyone

[short notch]

i am playing on steam version and when i try to go to the store and buy a top up nothing happens ieven if i click with mouse multiple times nothing happens but then i can buy if i use taptap version of game but buying top up wont work on steam for me

[tawny flame]

If i import it and i have the items placed on my current home, will it be place in my blueprint? I don't have to pick it up on my current home?

[woven hemlock]

If they arent being used in your new layout, they will go to your backpack or warehouse, whichever has room

[tawny flame]

Use their official site plus it's 5% off every purchase. All u gotta do is log in your account there and stay online in-game and u can proceed the payment there

[tawny flame]

okay! thank you so much for the help

[woven hemlock]

No problem !

[viral lodge]

Is there a way to flag people here in order for them to get globally reported? Other than the ingame report system? I have the users ID too

[blazing prairie]

Why do my game always freeze. It sucks esp when im grinding cooking

[broken wedge]

Is this normal? Does anyone have this kind of problem too?

Ever since I build this house it’s start to acting up like this

[undone jolt]

〢 You need to report them in-game so they can be dealt with
• The people here can only assist verbally

[viral lodge]

Ok, ingame theres also a 60 character limit so the report was extremely short. But its done thank you

[undone jolt]

try to change on ur graphic settings

[undone jolt]

npp . 〢 Once they receive the ticket, you can explain your issue to them in more detail

[broken wedge]

I tried to change my FOV, the graphics and even repair as well but still the same

[viral lodge]

Ok thank you so much!

[undone jolt]

〢 I think this is related to server issues on the game’s side, which affect model loading
• If you have time, you can contact in-game customer support and report the problem

[undone jolt]

〢 Has this issue happened to you before?

[broken wedge]

Maybe because I also notice it’s also affecting the environment outside my house too like it’s the render distance has been shrunk

[broken wedge]

It’s been happen for a few days and I only take notice when I finished my house and decorated and stuff

But before this nope not at all

[undone jolt]

〢 So, this is caused by the latest update, which is full of issues
• Please wait until they fix the problem on their side
• All you need to do is report it

[broken wedge]

Alright thanks for the help

[calm dragon]

Hi, is there a technical issue in the payment system? I can't top up 🙁

I wanted to renew my Gilded Acorn Membership and idk what's going on. I've been trying to pay using my Maya account. 😭

[undone jolt]

〢 When the Google Play store country is different from the payment method country, this issue occurs according to the description
• Try changing the store country to match the payment method country

[open nebula]

can't purchase due to country of residence not matching, anyone knows the fix for this? I never have this problem before

[calm dragon]

but then this is my first time having this problem, i never changed my location 😭

[dusty tangle]

Are you using a VPN maybe ?

[calm dragon]

Nopes. 🥺

[dusty tangle]

Do you see where it says “ visit the help center to learn more “, I would try going there to see what options are available for you. Otherwise you can also top-up on the official website, here

https://heartopia.xd.com/us

[calm dragon]

okay, thank youuu

[jaunty fractal]

any fish on meteor shower?

[dusty tangle]

I don’t believe so, no. I’m not the highest level of fishing though. I would recommend looking and searching for a guide here at #1435807505304518686

[royal rune]

oops wrong chat

[gilded summit]

Hello, everyone! I’ve had this problem since the morning of this day (from the Philippines by the way) I don’t know what happened to this. I uninstalled the app, updated it again. I’ve done it for how many times already but still, this shows up.

Another thing is that, the START button TAKES A REALLY LONG TIME to show up 😭 I did ask through the customer service on the app. I did what they told me and still, nothing happened and LOGIN TIMED OUT still shows up.

I also cleared the data of the app on my phone, I did press the REPAIR button on the app and it started updating again, I did “FORGET NETWORK” of our WIFI, I restarted my phone and STILL, this shows up.

I play on mobile and PC. I play on both because I go out and I’d love to play when I’m out.

If you can help me, please help. Thank you.

[royal rune]

i think

[south basin]

help I can't login

[gilded summit]

Same 🥹

[south basin]

huhuhu which server are you

[gilded summit]

I'm in Asia 🥹 I can open on PC but on my phone I can’t 😭

[quartz merlin]

Got stuck in the water underthehouse at onsen mount😭😭😭😭

[south basin]

me in sea. same with me i'm using phone but can't login

[gilded summit]

I've had it since early in the morning T__T

[dusty tangle]

@gilded summit @south basin

Something that may be a cause of this error is the game’s optimization. This means even if you know your Internet connection is good, sometimes the game will require players to restart their router or change connections to connect / enter the game.

Things you can try just to enter a town ( and then switch back to your regular WiFi ) includes:

Restarting your router
Manually forgetting your WiFi and manually reconnecting to it
Using a different WiFi

5G, LTE
Cellphone data / hotspot
VPN ( most players are using Proton which is free )

[dusty tangle]

A couple of things you can do include:

Open your watch and press on Settings ⚙️. Then at the bottom press on Reset Position.

Restart your game and enter a new town manually.

Go to the title screen / login screen.
Next to the START button, press on
Press on All Towns and select a random one to join.

[tiny spire]

I can't read the lab quest chat 👀

[dusty tangle]

Yes, this is a common bug that everyone got. The developers need to code in the text so there is no fix for this yet.

In the meantime, you are welcome to submit a bug report in-game.

For Customer Support in-game please go to your watch Settings ⚙️ Account management Support Center and then press on

[warm osprey]

im on pc and stuck on this screen, the circle keeps loading but it never 100% to get to main menu
opens on phone but not pc

[dusty tangle]

Can you try restarting your device / PC ?

[warm osprey]

i have already tried

[dusty tangle]

Did you try uninstalling and reinstalling ?

[warm osprey]

yes D:

[warm osprey]

i even tried to open on steam and same problem

[dusty tangle]

Can you try entering the game with a different Internet connection just to see if it will let you through ? I’m not saying your Internet is bad or the problem. The game’s optimization needs to be worked on by the developers - it is on the game’s side, the issue.

Things you can try just to enter a town ( and then switch back to your regular WiFi ) includes:

Restarting your router
Manually forgetting your WiFi and manually reconnecting to it
Using a different WiFi

5G, LTE
Cellphone data / hotspot
VPN ( most players are using Proton which is free )

[warm osprey]

i have also tried this too and unable to get pass the infinite load

[dusty tangle]

Which VPN did you try ?

[warm osprey]

i just try cellphone data not VPN

[dusty tangle]

VPN is what has helped almost everyone when all the other options did not work.

[warm osprey]

ok thank u i will try!!

[warm osprey]

i just tried and it still didnt work

[dusty tangle]

Hmm. I would suggest continuing to play on your phone and reporting this issue to Customer Support so they can be aware and eventually fix this issue for you all on PC / Steam.

For Customer Support in-game please go to your watch Settings ⚙️ Account management Support Center and then press on

[gilded summit]

Thank you for this! I tried connecting through the hotspot from my mom’s and it worked! What I did is that once I get in the game, I change to our WIFI. When I tried logging in using our WIFI, it does the same like the LOGIN TIMED OUT. But, it’s okay. At least it’s okay now.

[gilded summit]

Can I ask if this would take a long time to occur? My mom’s not always here because she’s working.

I haven’t tried restarting our router yet since my family is using it and they called me crazy because I wanted to turn it off lol 😭

[dusty tangle]

Honestly I’m not sure when an actual fix will be available for this issue. It seems you may need to continue doing this just to enter a town. You can always try your regular WiFi and maybe on other days it could work.

It’s really important to report this to Customer Support in-game so they can continue to be aware of the issue.

For Customer Support in-game please go to your watch Settings ⚙️ Account management Support Center and then press on

[worn sun]

Hey! Just wanted to check if anyone else has this issue. I want to buy in-game currency but all options to buy just shows blank, and if I try to click it simply says something along the lines of 'transfer failed'. Playing on android. Maybe Google has frozen purchases for Heartopia ATM? Perhaps in Europe or something like that...? Or there is something wrong with my app 😅

[gilded summit]

Ohhh, I see! Thank you so much for this. I would really report it 🥹 thank you for your patience. you’re so kind 🤍

[dusty tangle]

I haven’t seen anyone else report this issue yet ( here, anyways ). Have you tried restarting your game ? Or using the repair button on the title / login screen ?

Alternatively, you can top-up on the official website.

https://heartopia.xd.com/us

[west nymph]

Hello, I have unlocked the recipe for the Maritine lamp, but I can't find the recipe at the bank and there's nothing in the mailbox either.

[worn sun]

I'll try repair, thank you! A restart doesn't fix the issue. If repair doesn't fix the issue I might just wait a little and see.

[dusty tangle]

Can you check if the recipe was sent to your storage or mailbox ? Usually when things are missing you would want to check the following three places:

Backpack
Mailbox 📬
Storage

You can check your Storage by opening up your backpack while you are at your home. ( see screenshot )

[hoary burrow]

Hello, I have an issue and wonder if anyone else has the same issue. I can't interract with my dog, this message keeps popping up. But I can interract with my cats normally, I rejoined multiple times and still can't feed my dog 🥲. It's been happening ever since I logged in today

[dusty tangle]

A couple of things you can do include:

Restart your whole device / PC. Not just the game.

Restart your game and enter a new town manually.

Go to the title screen / login screen.
Next to the START button, press on
Press on All Towns and select a random one to join.

[jolly torrent]

Hello, everyone! I’ve had this problem since the afternoon of this day (from Indonesia by the way) server SEA. I don’t know what happened to this. I uninstalled the app, updated it again. I’ve done it for how many times already but still, this shows up.

[wanton juniper]

The same thing happens to me when I open heartopia, I've updated from the playstore but it's still not working. Then I've restarted the wifi and device but the button still won't come out.

[wanton juniper]

Yeah same u to (from Philippines) server sea

[ruby tendon]

Question:

My 2 friends are having a technical issue regarding to feeding one of their pet. While I can feed both of my pets. No icon to click feed or even interact

[tame kraken]

Hi guys so I got those for stars but they are not in my backpack and I can’t sell them how to put them in my backpack?

[torn dirge]

I can't ice skate for some reason. When I walk onto the ice no pop up comes up.

[void siren]

helloo why cant I use my drawing pad in heartopia when I try to draw?

[modern falcon]

need help, just downladed the game but could not login using gmail

getting this but not logged in still

[sage steeple]

Uhmm hello, can I ask about Top Up problems here. I mean I'm about to renew my Gilded Acorn, I used it with my phone and they said it's having issues or something wrong. And then I tried to use the Website, and they're telling me an error and wants me to be online 😭 (well how I open the web if I'm not online tho 😭)

So I wanna ask, If there's an error for top up?🥺

[knotty plover]

The New banner is not on my game...? Is that a bug?

[frosty bolt]

Could anyone help me i completed the quest multiple times even replaced the furniture but it still doesnt deem as complete

[cerulean tree]

i have the same problem here

[dusty tangle]

Something that may be a cause of this error is the game’s optimization. This means even if you know your Internet connection is good, sometimes the game will require players to restart their router or change connections to connect / enter the game.

Things you can try just to enter a town ( and then switch back to your regular WiFi ) includes:

Restarting your router
Manually forgetting your WiFi and manually reconnecting to it
Using a different WiFi

5G, LTE
Cellphone data / hotspot
VPN ( most players are using Proton which is free )

[dusty tangle]

Can you pick up all the furniture and put it in your backpack ? Then go into and go to and try to put it all down again ?

[dusty tangle]

Every server before us got the new gacha / banner around 1 hour after reset. Just wait a bit longer and it should arrive soon. Don’t worry.

[frosty bolt]

I already tried that i really dont know what else:<

[dusty tangle]

Some players are reporting issues with Top-ups this morning / today. Yes, usually your character needs to be online in the game, for that purchase. Can you open the Internet browser on another device and keep your character online ?

[dusty tangle]

You can try changing towns manually to see if that can help you, then try to place the set again.

Go to the title screen / login screen.
Next to the START button, press on
Press on All Towns and select a random one to join.

[dusty tangle]

⭐️ Please make sure that you enable network access when the pop-up appears. Also make sure all permissions are allowed and granted.

⭐️ You can also try other Internet browsers such as Microsoft Edge, Google Chrome and Firefox. Make them your default browser and try the login process again.

https://www.youtube.com/watch?v=ZWM6LFzYGdU

[sage steeple]

alright, i'll try again with this way, thanks

[dusty tangle]

For this, please enter for a few seconds and then exit. Approach your cat again and then the interaction bubbles should appear.

[ruby tendon]

ok will inform if its work or not

[frosty bolt]

Thank you that worked!! ^^

[olive moon]

Hello, anyone has experienced the same thing? I've been looking for tips and all hasn't working,my device only has WiFi not mobile data so it's impossible to switch to mobile data
I don't want to miss the meteor shower events #technical-help

[last ferry]

please… make the ears match your avatar’s skin tone………

and maybe the ability to change the hair? instead of forced unwavering pink or blonde….

[wary otter]

if you have 15 exhibition exchange tokens you can get the darker ears, they might fit better

[timber tundra]

I entered a town, then I spawned in a lot that ain't mine

[last ferry]

thank you for the suggestion, but no thank you. respectfully they should come to match tbh

[wary otter]

i know they should but it is what it is

[light shale]

My start button is missing after I tried to repair game files

[crystal pagoda]

Bruh everytime i play i find a new glitch. It feels like they don’t listen whenever an issue is pointed out :/

[dusty tangle]

Can you restart your device / PC to see if it brings back the START button please ?

[light shale]

I'll try that rn

Still happens

Start button completely gone

[untold bolt]

Has someone else massive ping problems on global? Checked everthing about my own connection and home network, there is everything fine

[gentle lantern]

they are humans too they can't do everything

[orchid jewel]

There’s a hand held item I pulled from gacha and it’s not showing up in the dress up option. I’m devastated.

[wary otter]

What hand held item was it?

[orchid jewel]

The broom item from the newest gacha

[wary otter]

Tha'ts an axe skin!

[orchid jewel]

an axe skin?

[wary otter]

press the sparkly axe on the bottom right and change the axe to the broom

[orchid jewel]

ohhh

thank youuuu

I didn’t know

[wary otter]

it's a very nice item, the animations are really cool on it congrats!

[orchid jewel]

thank ya!

[tropic shard]

What is he saying 😭 it goes until number 8 at the end there

[crystal pagoda]

They can hire other humans to do the things that need to be done instead of focusing on the gacha aspect

[gaunt glade]

Vanya's fishing events make the game very laggy

[karmic cipher]

help I cannot find Will in the main quest of astralis in fishing village

[oak gale]

Hii, does anyone know where I can contact customer support besides in the in game menu? It feels like they're just responding with automated messages

[ruby jolt]

I cant login to the game, is this a common occurrence for other players as well? How can we fix it

[molten trellis]

I got the same bug. The localization is not complete it seems :/

[light shale]

Me too

[vague forge]

I can never interact with my cat unless I close the game out and restart it. Also my cat keeps getting in front of my oven and messing up my meals. It says there is an obstacle in the way.

[surreal hamlet]

1st Issue:
-I bought hearts but it said it failed but they took the money.
2nd issue
-i draw in the gacha it says in 24pulls youll get UNOBTAINED but it gave me the one i already have the item it gave. So i got a ticket again

[wheat cargo]

does anyone have that issue where the selection grid just becomes pink ?

[surreal hamlet]

Did you find it? I bought hearts they didnt gave it. They just took my moneu

[rocky mica]

How do i open a ticket here? Im pretty sure my shop is bugged.. even tho im 27 level im getting the same furniture in bobs shop in a loop for 3 weeks now

Its all balck and blue same furni set

If its going like this im afraid my house gonna be forever empty lol

[chilly sluice]

I need help with something technical. For some reason, when I load heartopia from steam on my pc, a text says that I have "insufficient storage space" when i have 300 gb free space. How to fix?

[warm token]

hi good evening i need help my p:0 and I just played hours ago

[oak gale]

same, they keep on telling me "no refund thank you for understanding" and im like bro???

I am NOT understanding

[inland grotto]

Hi! How can I submit a report? It says I’ve already obtained the Magic Broom, but I can’t find it anywhere.

[oak gale]

its a skin for your axe

[inland grotto]

How can I enble it

[surreal hamlet]

really? so they just took our money for nothing?

[oak gale]

seems like it

[inland grotto]

Once i click on tool box what is the next step ?

Im using phone btw.

[oak gale]

the second picture, the blue axe

the game is bugged as hell so we will have to wait, maybe you just didn't unlock the skin feature yet

what level are you?

[inland grotto]

A level for hobby ?

What should I look for?

[cerulean thicket]

I haven't been able to interact with my cat for 3 days is there anyways to fix this bug?

[oak gale]

regular Developers Guild

[inland grotto]

Im level 25

[oak gale]

hmmm

can you send a screenshot of what it looks like when you acess your tools?

[inland grotto]

Oh

There

[oak gale]

yeah

[inland grotto]

Sorry I missed

[oak gale]

no problem

[inland grotto]

Thank you!!!!

[oak gale]

no worries

[shut igloo]

dear devs, it's been days since I've been able to feed my cat... I haven't been able to train or bathe it either.. I'm afraid it will think i'm a bad owner. >_< this also means barely any progress in my cat hobby.. please help ..

[vale bolt]

try these

• Build mode in and out to reset your dog//cat's position
• Log in and log off
• Enter a new town

if they work they are only temp fixes

[bleak socket]

hello, maybe this topic has been answered but i had a bug with the white turnip recipes , and the aurora banquet, my bag was full when i won them, and i clicked the email to get them without cleaning my bag before sadly , it's impossible to find those recipes anywhere (i checked the warehouse too) , i sent a ticket from the game few days ago. Anything i could do or check? Thank youuu ♥

[brave echo]

I experienced the 2nd one last gacha as well the snow castle thing. Unobtained but i got the piano again. I don't even know where to report it. I have another issue, i just made 1 purchase using my card in their official top up website, but my card got restricted! Now i can't finish the pull for the forest bell house 🙁

[scarlet nest]

what is ts

[fringe marsh]

Same problem 🙁

[woeful brook]

Anyone else having trouble where if they pull out a tool they can no longer move? I have logged in and out, joined new servers, every time I pull out my fishing rod I can no longer move and every other tool cannot be aimed

[warm token]

same problem

[fringe marsh]

So the game is unplayable in the Global server 😭

[dusty tangle]

The issue most commonly attached to this is / are controllers which are plugged in or trying to connect via Bluetooth.

✨ Can you please unplug any controllers and restart your game ?

✨ Can you please disconnect any and all devices trying to connect to the game via Bluetooth ? This can include controllers, steering wheels for other games, anything with a joystick, any Logitech devices, wireless keyboards and etc. Then please restart your game.

[undone jolt]

〢 After opening a ticket, you should check it regularly to see if they replied
• If you take too long to respond, it may be closed
• You can check it the same way you opened it, from the same place

[slim locust]

I cant submit sardine 😣

[dusty tangle]

This will become useful within the next week or so ( once all 16 eggs are collected ). Please stay tuned !

[bleak socket]

omg i had no idea, thank you so much for your help! i really appreciate

[dusty tangle]

Can you try going to a new town ?

Go to the title screen / login screen.
Next to the START button, press on
Press on All Towns and select a random one to join.

[undone jolt]

〢 The ping issue appeared after the latest update and is affecting a large number of players
• Many reports have already been submitted, and the problem is currently being worked on

• A temporary solution is to use a VPN such as Proton to improve compatibility with the game servers

[woeful brook]

That worked, thanks I had an Xbox controller plugged in!

[bleak socket]

in game yes it's on me tho, i clicked too fast, but i didnt think there would be a bug

[undone jolt]

〢 All you need to do is enter Build Mode for a few seconds, then exit it
• This should fix your problem

[dusty tangle]

Did you try repairing your game ? You can do this from the login screen. In the upper, right-hand, corner there is a button that says Repair on it and it has a wrench on it.

[bleak socket]

indeed , i had an answer there , they said the issue was fixed but i still dont have the recipes, i will reopen a ticket , thank you again ♥

[bleak socket]

nice idea! i'm gonna try and will reopen a ticket if it doesnt work 🙂 thank you very much!

[slim locust]

I just tried it 3x, it didnt work 😭

[dusty tangle]

How did you submit 2 sardines out of 3 ? Did you do it hours ago ?

[undone jolt]

restart the game

[marble current]

anyone stuck on login screen cuz i am, it says login time out

[undone jolt]

〢 If you’re having trouble getting into a town, you can try the following steps just to log in first, then switch back to your normal Wi-Fi afterward:

〢 Restart your internet router
〢 Remove your Wi-Fi network from saved connections and connect to it again manually
〢 Try connecting through another Wi-Fi network

〢 You can also use:
〢 5G / LTE connection
〢 Mobile data or a phone hotspot
〢 A VPN (many players use Proton since it’s free)

[slim locust]

i didnt submit anything, annie is in the concert when I accepted the request. I waited for her to go back.

[dusty tangle]

Okay, so you have 2 sardines in your backpack ? Can you catch a 3rd one, and then leave the area with the bus stop ?

Return to the area, talk to Annie and try to scroll in her chat options.

[nimble geyser]

I think it's for the Onsen Egg, but the recipe is from the egg hunt event:

[slim locust]

It worked. Thank you so much! ❤️

[surreal ruin]

I still can’t login on my pc, I’ve uninstalled reinstalled on steam, I reinstalled taptap last night and it worked but now I’m getting same error (login timed out)

[undone jolt]

〢 If you’re having trouble getting into a town, you can try the following steps just to log in first, then switch back to your normal Wi-Fi afterward:

〢 Restart your internet router
〢 Remove your Wi-Fi network from saved connections and connect to it again manually
〢 Try connecting through another Wi-Fi network

〢 You can also use:
〢 5G / LTE connection
〢 Mobile data or a phone hotspot
〢 A VPN (many players use Proton since it’s free)

[paper quarry]

Im having issues getting on

[undone jolt]

can u explain what issues do you have

[paper quarry]

It keeps showing me this

[undone jolt]

〢 Try restarting your device, then try again
• Try using a VPN like Proton
• Try uninstalling and reinstalling the game

[zenith kiln]

I got on at 4:55am cause in my time weekly refresh/resets are at 5am and I had a update when I opened the app. Literally not long after loading in town I was doing the bare minimum, my game froze and it did it again while I was doing the frostspore fish event I had just accepted from Vanya, a whole minute left and wasted tails😑. This game freezes/crashes all the time for me and the ping is usually the issue. Ive tried the VPN trick, its instantly worse and laggy as hell.

I even tried reinstalling and still no change

[undone jolt]

wich vpn you use

[zenith kiln]

Proton US servers

[undone jolt]

did u try using smth else like netherland

[solemn fox]

Only seen this posted one other time without much feedback, but all my snow sculptures are mislabeled. I don’t ever create the item that it shows in the collection book (excluding the jojo sheep with person). It’s been all people- really want the moose and other animals but it’s all people and shapes.
This happens regardless of the server i’m in, or if i sign in and out

[zenith kiln]

First time hearing of it. I'll try it

[frigid maple]

how does buying things wiht real life money works in heartopia? i never bought anything on steam so i am not sure... can u give someone else the red hearts?

[marsh cipher]

Hi new here and um well been playing fine till just now. my game has stopped letting me move around in game unless in my car . any ideas what it could be?

[undone jolt]

〢 You can gift your friends skins, items, or even a game pass
• On Steam, you can add balance to your Steam wallet, then use it to pay inside the game

[frigid maple]

oo okay! how can other ppl send me the red hearts?

[undone jolt]

〢 Please make sure your device is not connected to any controller, Bluetooth device, or Bluetooth gamepad

[undone jolt]

they cant can go to store in game then to gift mode to see everything u can or they can gift

[frigid maple]

ohh alr

[marsh cipher]

ok ill check thanks

[scarlet bramble]

So i want to rebuild my house from scratch and it says this...
I deleted all my things first, wanted to safe an empty blueprint.

[frigid maple]

what are these then?

[reef echo]

I bought my friend a Gilded acorn pack voucher so she could have the secondary pass unlocked but she got the item, but her pass didn't unlock. Did i gift the wrong voucher????

[undone jolt]

the game pass

[dusty tangle]

Hello.

The snow sculpting isn’t actually bugged. The way it works is that the animal sculptures ( deer, goose, beaver, bear & etc. ) represent the series ( from 1 ⭐️ to 5 ⭐️ ). Each series has 5 different versions of sculptures as you see, but they are related somewhat to the original sculpture.

There is a way to specifically get the animal snow sculptures ( see my screenshot ). This thread has A LOT of good information ! #1467668188526411816 message

[frigid maple]

no i mean all the lil tickets..what are they for

[frigid maple]

how about the other ones?

[marsh cipher]

that fixed it thanks

[frigid maple]

oo ok ok

[undone jolt]

npp

[dusty tangle]

Which item did she get ? The present box or the voucher itself ?

[twilit ocean]

hi i top up heart but didn't received it. But my balance was deducted. 🙁 I can't find the support page online 🙁 @here

[reef echo]

she got it, and she placed the empty gift in her home. she's going to check it out now

[oak gale]

it seems alot of people have that problem rigth now and the support is of no help. I don't know what to do either, it's really annoying..

[nova falcon]

Question the furniture has been the same is it gonna change ?

[dusty tangle]

Ooh okay, so she found the voucher ? That’s good.

[oak gale]

it changes every week, it seems ur getting unlucky 😭

[reef echo]

no she did not find the voucher scratch that she just found it! THANK YOU

[nova falcon]

I thought it was daily it’s cool

[oak gale]

like the little items are daily the big rooms are weekly

[nova falcon]

Figuressss bet

[quiet tartan]

Were you able to fix it in the end? I'm getting the same thing

[undone jolt]

〢 Try restarting your device, then try again
• Try using a VPN like Proton
• Try uninstalling and reinstalling the game

[steady canyon]

New cat issue (not the obvious one) occasionally when cooking the cat can get in the way, making stoves inaccessible, leading to burnt and wasted ingredients.

[scenic hedge]

Look at this error, yall need to fix this right now! Always happens with the dog and cat!!! PLS! this is annoying

[undone jolt]

〢 Well, actually this is not a bug, it’s part of the game’s realism
• Try placing your stoves in a spot where cats can’t reach them
• Or avoid cooking in the stove your cat is standing next to

[novel roost]

So um, anyone know what Atara says after you reach DG membership 27?

[undone jolt]

and nope

[cold spire]

hey ho! sorry my friend sent me here as im the one having the auto walk issue. so ive done the above but they mentioned in the message to disable the driver in Device manager do we know which one it is to disable?

other than xbox wireless controller that is. as thats already disabled

[paper quarry]

No

[cold spire]

ive also disabled steam input but still no change

[undone jolt]

〢 Please make sure your device is not connected to any controller, Bluetooth device, or Bluetooth gamepad

after u check restart and try

[cold spire]

roger, ive disabled bluetooth completely that didnt work moving onto anything else really but i dont have any connected controllers so me no know XD

[dusty tangle]

Since you already disabled your xbox controller, can you please make sure there are also no other devices trying to connect via Bluetooth ? If anything at all is trying to connect via Bluetooth, it will be recognized as a controller by the game. Disconnect any and all devices and then restart your game.

If you’ve done this and are confident then here are two screenshots with alternative solutions for you to try.

[maiden geyser]

My game seems to be consistently crashing since the update (randomly - maybe sometime between 15-60 minutes) - I play on pc. Is anyone else experiencing a similar issue or is this a me problem? Was fine before patch

[undone jolt]

try restart ur pc after doing that

[cold spire]

ok so its one of two then XD

so i disabled bluetooth and did the HID compliant game controller and it worked so no longer running on spot

after a restart ofc.

[undone jolt]

crashing like how

[keen crater]

Hello, I can't login in my account in google nor facebook

[jolly stream]

Hello! I'm not sure if I should send this here but i need help, I tried everything I can but for some reason I'm still login time out 😭 and I don't think it's my network problem since there's no issues when I open another app—I play on mobile.

[keen crater]

I already restarted my computer, I agree w all the terms and still can't enter, can someone help me?

[maiden geyser]

It freezes (usually after hitting a npc button like enter shop or exit a menu like in your watch) then after a few seconds just crashes

[undone jolt]

what happend to u do u try to login with google an dits stck ?

[keen crater]

yess, I click in my account to login, agree everything and the page says I’m logged in, but when I alt tab to the game, it just doesn't login

[undone jolt]

〢 Did you try pressing the Repair button at the start of the game (top-right)?
• Or did you try uninstalling and reinstalling the game, and the problem still continued?

[restive mason]

Same for me

[undone jolt]

dw all u need to is allowing local network

[maiden geyser]

I will try the repair

[undone jolt]

〢 When you log in using Google, you’ll be redirected to a page that tells you the login was successful
• A window should appear asking you to press Allow for Local Network access
• If it doesn’t appear, you can find it here

[undone jolt]

do the same ..

[restive mason]

i tried the repair button but it didnt work, i restarted my pc didnt work im deinstaling the game and trying again

[solemn fox]

thanks so very much!

[undone jolt]

dooo this
〢 When you log in using Google, you’ll be redirected to a page that tells you the login was successful
• A window should appear asking you to press Allow for Local Network access
• If it doesn’t appear, you can find it here

[restive mason]

Ok thx

[keen crater]

thank you

it worked

[west stone]

If the @mod isn't working who am I supposed to send complaint to?

[dusty tangle]

What kind of complaint is it ? Is it about something in the Discord server, or something within the game itself ?

[west stone]

Game content

[undone jolt]

〢 Can you explain more how it’s not working?
• What exactly happens?

[dusty tangle]

For Customer Support in-game please go to your watch Settings ⚙️ Account management Support Center and then press on

[west stone]

Complaining about the balancing of the new outfits pulls. 10 pulls and I get the same itemx4??? Nearly half my pulls the same exact item? How's that right?

[delicate bone]

not so much needing help but the messages for unlocking the lab at DG 27 is debugged

[west stone]

This has been my favorite set released and out of 30 pulls I've have that same cat for like 15 of them

[undone jolt]

didnt he give a ticket ?

[undone jolt]

like those ones whenu get the same item

[fast mauve]

i have a problem, i always have 'open watch' text in upper right screen and it cover all other icon, how can i disable it

[west stone]

They give tickets. That's not helping me aquire the set when everything is in the hundreds of tickets. @×@ I want the whole set?? And the wings I want aren't the banner color...

[dusty tangle]

Please follow the advice I gave you to reach Customer Support in-game. Your frustrations about the gacha pulls and probabilities are valid and others are also feeling this way.

For Customer Support in-game please go to your watch Settings ⚙️ Account management Support Center and then press on

[undone jolt]

thats what u can do with tickets

[shell jay]

Hi anyone having trouble login in? It keeps telling me it timed out

[undone jolt]

〢 If you’re having trouble getting into a town, you can try the following steps just to log in first, then switch back to your normal Wi-Fi afterward:

〢 Restart your internet router
〢 Remove your Wi-Fi network from saved connections and connect to it again manually
〢 Try connecting through another Wi-Fi network

〢 You can also use:
〢 5G / LTE connection
〢 Mobile data or a phone hotspot
〢 A VPN (many players use Proton since it’s free)

[rose basin]

I have a question how do I get this bubble?

[undone jolt]

〢 Is the typing stuck and not going away?

[undone jolt]

... u cant

[rose basin]

Oh

[fast mauve]

it finally got away

[paper quarry]

Help I don't understand

[undone jolt]

〢 The bubble appears in random places, including spots you cannot reach

[undone jolt]

check if you have enough storage if yes
try to install the game from steam

[jolly torrent]

HELP start button is missing

[undone jolt]

thats will help u if it stucks again make it off

[undone jolt]

Restart your device

[jolly torrent]

I have, but still can't

[undone jolt]

mobile ?

[jolly torrent]

yess

[fast mauve]

thx you ill try it

[undone jolt]

〢 Try the following:
• Restart your mobile device
• Press the Repair button at the top-right corner
• Uninstall and reinstall the game

[bold river]

Is it possible to put the frost creatures in thier respective enclosures?

[autumn elbow]

on the firefly banner i got some clothes and stuff but when i try to put them on nothing happens, it says equipped but they arent or parts of my body go invisible, who would i report that to?

[undone jolt]

If you mean fish, then yes

[dusty tangle]

Can you try restarting your game entirely, to see if it helps you load these items better ?

[dry sleet]

I can't login to my account on pc, everytime it takes me out of the app to login through Google it doesn't actually log me in

[undone jolt]

〢 When you log in using Google, you’ll be redirected to a page that tells you the login was successful
• A window should appear asking you to press Allow for Local Network access
• If it doesn’t appear, you can find it here

[long isle]

@undone jolt I tried to make a purchase in the game, but instead of opening a secondary payment window, it redirected me to add balance to my Steam Wallet.
I completed the payment, however the balance did not appear in the game it was added only to my Steam Wallet.
The amount is there, but I am unable to use this balance to make any purchases in the game, and there is not even an option to request a refund.

[autumn elbow]

@dusty tangle @undone jolt I got it now thanks to you guys! ❤️

[undone jolt]

〢 First, try closing Steam and closing the game, then restart both to make sure the purchase was not completed in-game even though the amount was deducted from your Steam wallet
• If the problem persists, contact in-game customer support, and the issue will be resolved

[jolly torrent]

not successful

[undone jolt]

you try everything ?

[jolly torrent]

yesss

[undone jolt]

〢 Can you try using Proton VPN?

[jolly torrent]

I use a hp, can I use a VPN?

[undone jolt]

mmhm normal

[latent anvil]

i bought the “snowflake-trim snow boots” and i had to pay double the price. i wasn’t sure if it was an user error or the game.. but after i bought it from another member, the icon they were supposed to click—above my head disappeared. i went try it again and saw that my money disappeared.. so i assumed i bought it and checked my inventory to see if it was in there—it wasnt. i bought it AGAIN and for some reason it just worked, i love these boots and it was really the only item i wanted in the shop.. but having to pay double the price bc of a bug or error? is there a way i can receive my money back? im not sure how to provide proof but this is the d.g. member who helped me: title: “heart special flower” nickname: “amarie”

[undone jolt]

〢 It will be difficult to compensate you without proof, but try contacting in-game customer support

[undone jolt]

you can download proton vpn yes

[vague lintel]

does anyone know how to transfer data in different server? T.T i can't play with friends, just realized i choose wrong servers from the start 😂 😭

[dusty tangle]

Hello. You can’t actually transfer your data between servers. Your character is tied to the server that they’re in ( ex: If you made your character in the America server, it can only be played there ).

[vague lintel]

🙈 welp, please heartopia gamedev can you update this in the future pweese 😂😂😂😂🔫

[tropic hornet]

hello pls help my game says that time isnt right but i check that its correct :((

[bold river]

What about Bugs

[dusty tangle]

Please follow these instructions.

[rigid halo]

what should i do, 3 device same problem

[undone jolt]

〢 If you’re having trouble getting into a town, you can try the following steps just to log in first, then switch back to your normal Wi-Fi afterward:

〢 Restart your internet router
〢 Remove your Wi-Fi network from saved connections and connect to it again manually
〢 Try connecting through another Wi-Fi network

〢 You can also use:
〢 5G / LTE connection
〢 Mobile data or a phone hotspot
〢 A VPN (many players use Proton since it’s free)

[rigid halo]

cant login bro , cant enter game, always stuck in login timed out

[undone jolt]

ye try the following steps

[hushed shoal]

i claim this with the inventory full and now i can not craft it, pls help ;-;

[dusty tangle]

Can you check if they were sent to your storage or mailbox ? Usually when things are missing you would want to check the following three places:

Backpack
Mailbox 📬
Storage

You can check your Storage by opening up your backpack while you are at your home. ( see screenshot )

[vernal beacon]

so is the game broken? i click connect to my google it says sucessfull then i go back in the game and its sitll on ghte signin screen

like brotha

iv been trying to do thbis for a good hour

i tried all 3 and it dont work

[hushed shoal]

yeees is inthere, thx <3.

[dusty tangle]

⭐️ Please make sure that you enable network access when the pop-up appears. Also make sure all permissions are allowed and granted.

⭐️ You can also try other Internet browsers such as Microsoft Edge, Google Chrome and Firefox. Make them your default browser and try the login process again.

https://www.youtube.com/watch?v=ZWM6LFzYGdU

[vernal beacon]

tried all thisstill dont work

[bold river]

Ok so i won a bunch of stuff from one of the furniture gatchas but half of it i cant find? It says building permit but i cant craft it or find it in my solo build furniture menu. Does anyone know how to access it?

[vague lintel]

me the same a couple of times, then i tried to change from Wifi to mobile data, then it worked, but you can change it back to wifi once it's succeed

[paper quarry]

After trying absolutely everything in existence to try and get tap tap to work and my game to work I had to resort to Downloading it on steam I hope that it opens this time

[golden laurel]

not sure if this is technical but every recording just says 0:00 when I use the phonograph and does not produce any sound

[lavish frigate]

I need a controller layout for ps5 controller preferably one that does not need two buttons to walk and look around

[golden laurel]

ahh i figured it out I was trying to record my voice the whole time haha

[wary escarp]

I’m stuck💀 tried restarting the app, logging into a new town, restarting my device. Still logs me in at the same place. Next step is deleting and re-downloading the app. Will I lose my data if I do that??

[undone jolt]

u tried allow the local network and didnt work jst check again
from here is it allow

[undone jolt]

just try to move left and right

[wary escarp]

I’ve tried that, and it doesn’t allow me to jump either

[thorny geyser]

I can't download the game... can you help me?

[undone jolt]

try install it from steam

[undone jolt]

keep spaming left right and jump it will work

[wary escarp]

I’ll do my best ty

[worn bison]

Hi! Where can I report this? Upon reaching level 27, in the dialogue to be able to go to the laboratory, everything Atara says appears in this way

[open owl]

help! i can't play. using steam

[tall lark]

I can’t buy heart diamonds anyone else having this issue?

[undone jolt]

〢 Try the following steps:
• Use a VPN
• Restart your device
• Press the Repair button at the top-right corner
• If the problem persists, uninstall and reinstall the game

[open owl]

ty. i will try

[undone jolt]

〢 Can you explain the problem you are experiencing or provide a screenshot?

[tall lark]

When I click to purchase heart diamonds pack for $30 nothing happens it doesn’t allow me to purchase them at all

I’m repairing my game rn though

[undone jolt]

What device you use ?

[tall lark]

PC on steam

[serene rose]

I can't login with ipad (same google address used on my phone) because I need to draw with apple pencil and I can only do this with ipad

Any idea?

[undone jolt]

〢 When you press Purchase, a new window should open in Steam, not inside the game itself
• If it doesn’t open, try restarting Steam and then relaunching the game
• If the problem continues, you can also restart your device and try again

[worn bison]

THANK YOU

[undone jolt]

do the other steps

[tall lark]

Okay

[undone jolt]

〢 What exactly is the problem? Can you explain it in more detail?

[serene rose]

I do the login and I get the error "Login failed"

[undone jolt]

Can you take a screenshot ?

[serene rose]

Using google (I am willing to use the same account i'm using on my phone because I need to draw clothings and such)

I can wait

Oh it's downloading more updates

I'll be back when the download ends

[paper hull]

I had a question. My game ping is so high that it’s in the red and I can’t play at all. What VPN are you using?

[undone jolt]

try use proton vpn
〢 If the ping continues to rise, just try switching servers from one to another until you find the best one for your region

[tall lark]

It’s still not working

[paper hull]

Ok, Thank you.

[serene rose]

Here are the screenshots

Sorry it's in italian

I'm italian

[silk spire]

My cats have a big glitch and they are like a Cerberus 😭

[lean matrix]

What's the solution for the "Log-in time out" prompt? I've been trying the whole day. Rebooted my phone and all. I also logged out my account and logged in but the same prompt still pops up.

[runic warren]

Was sent gifts, but boxes are empty, tried 3 times by logging out and back in. Followed instructions but nothing

[wise totem]

I don't know if this is only me but I change myself in the first photo but in the second it won't change my hair.

[bold river]

Ok so i won a bunch of stuff from one of the furniture gatchas but half of it i cant find? It says building permit but i cant craft it or find it in my solo build furniture menu. Does anyone know how to access it?

[tranquil lark]

My DG member medal things didn't load up when I completed the daily and weekly requests. How do I report this to the devs so it can be fixed?

[south frigate]

Day 2 of not being able to open up chat in game and type.
Playing on steam.
Tried repairing files, restarting the game, pc... debating on reinstalling the whole game;;

[undone jolt]

〢 This is a problem that occurs frequently after the latest update
• The temporary solution given so far is to use a VPN, such as Proton VPN

[undone jolt]

〢 If you’re having trouble getting into a town, you can try the following steps just to log in first, then switch back to your normal Wi-Fi afterward:

〢 Restart your internet router
〢 Remove your Wi-Fi network from saved connections and connect to it again manually
〢 Try connecting through another Wi-Fi network

〢 You can also use:
〢 5G / LTE connection
〢 Mobile data or a phone hotspot
〢 A VPN (many players use Proton since it’s free)

[serene rose]

I have just downloaded the game on ipad (was playing on my iphone SE 2022)

I noticed I had the time wrong on my ipad

Ok IT WORKS

It was the time

I switched to "automatic" , reloaded the game and now it works ^^ tysm

remember this solution for future needs if someone is in troubles!

[undone jolt]

→ "Can you explain the steps more to present them to players who are experiencing the same problem?"

[undone jolt]

do you try to spam pressinn enter ?

[south frigate]

I press enter and I click with mouse. Neither option works.

[serene rose]

Yes sure

Ok if the game gives you the error "Login failed" try to see if the time on your device is correct

For IOS players: go to
Setting-General-Date and time

Set the time like this

24 hours
Automatic
Time zone (your timezone, mine is Rome)

It should work hopefully!

[undone jolt]

Do you contact ingame support ?

[south frigate]

I have yet to do so. I will do now, since the problem hasn't fixed itself in a day :,D

[south frigate]

I'm aware, but thank you!

[tranquil lark]

You're amazing, thank you

[dapper rune]

👎🖕

[oak gale]

if enter doesnt work try clicking on it usually that fixes it for me, the only times I cant type is when I drive

[south frigate]

Sadly, clicking on it doesn't work

[dapper rune]

2 hours like this, bro,

[slate bobcat]

Idk what to do and I just want to complete the daily mission

[undone jolt]

〢 Try the following steps:
• Use a VPN
• Restart your device
• Press the Repair button at the top-right corner
• If the problem persists, uninstall and reinstall the game

[slate bobcat]

It keeps saying I’m busy for some reason

[dapper rune]

no one can

[undone jolt]

Try to use mobile data or another wifi

[daring bluff]

I can not put the workbench in the tutorial can somebody help me?

[boreal river]

Hello! I applied for a Junior GAMG membership, and my google account notified me that it took some money from my account, but on my game it doesnt appear that i have purchased it but instead it said "Recharge cancelled". I already reported this to the contact support, what to do next?

theres also supposedly like a silver card to appear on my profile right? i dont have it. ;-; send helpppp

[undone jolt]

can you do record pls

[mossy musk]

I think one of my cats are bugged cuz I can interact .with one of them, but I can't interact with that one. Could this be a bug or is there something I can do I tried logging out and then back in and nothing changed.

[undone jolt]

〢 All you need to do is make sure after restarting the game that your subscription hasn’t been delivered yet
• Then check the ticket each time in the same way you submitted the report in-game
• You will find the conversation here

[boreal river]

what do you mean by subscription hasnt been delivered? sorry im kind of confused...

[undone jolt]

〢 All you need to do is enter build mode for a few seconds and exit

[mossy musk]

Thank you!

[runic warren]

Please Yung need help. Daughter sent me 2 gifts, but both boxes are empty

[jolly torrent]

HELP i'm missing apply button blueprint

[undone jolt]

〢 You know that the Junior GAMG membership is a monthly subscription
• After purchasing it, you will receive 180 red hearts immediately, plus 20 blue hearts daily and 2 tickets

[boreal river]

oh okay thank you so much!!

[undone jolt]

can u do a screenshot pls

[golden ruin]

hi i just fixed it i restarted my pc and it works now idk if uron another deceive but ty:)

[undone jolt]

Your trying to put it on warehouse wich is still didnt open cuz still new u need to press hold

[undone jolt]

can you please check your backpack u will find smth look like this

[orchid oxide]

I can not get the stars, it clearly shows I have it all but the total count it wrong. I remember having this issue in one of the beta tests. Please fix this. Thank you for your time. I love this game! 🥰

[orchid oxide]

How do I report it in the game?

[thorny horizon]

I cannot figure out how to login to my same account from mobile on my PC. I used the same email and everything, but it makes me restart from the beginning every time

[undone jolt]

〢 Make sure you are entering the same server you played on with your account
• To check, log in on your first device and you will see this icon on the server you played on
• If you enter a different server, you will start over, as each server has a separate character

[marble bronze]

Hello, does anyone know what this means? My internet connection is perfectly fine, I tried to restart the game and my wifi as well

[undone jolt]

〢 Can you try using a VPN, such as Proton?
• You can also try using mobile data
• Or try connecting through a different Wi-Fi network

[thorny horizon]

Yes I did that, but unfortunately it is still not working

[hybrid sequoia]

i want to buy hearts but, i click on pay and nothong appends, how do ido?

[vital sleet]

Hello, I tried repairs and it did not resolve the problem, I am missing my recipe for mixed jam and I don't know how to get past the tutorial mission for cooking I don't know how to find it, any recommendations?

Sorry if this is the wrong channel

[marble bronze]

Hmm I haven't tried it yet, thank you for the advice! But I'm still curious is this connection problem caused by my region not having the requirements to enter the game's network? It works perfectly fine before thou..

[runic warren]

Thank you. I just received.

[marsh gorge]

I haven’t bought anything from other players this week. I clicked on a friend to purchase stuff from him and then all disappeared as I bought over the limit… there was a really beautifull skirt 😭

[old turtle]

My daily quest is bugged… “pop any bubble” babes I’ve popped about 5… no bueno

[undone jolt]

〢 The problem occurred after the latest update, and the in-game support team is working to fix it as soon as possible

[jolly anchor]

After i tried the blueprint quest, the game failed to load and login timeout and when i relog, it says login failed, but everytime i relogged, i cant get into the game, no matter how much i tried, none works, even tried to logout and login my acc but still nothing works, please help???

[undone jolt]

〢 Can you try using a VPN, such as Proton?
• You can also try using mobile data
• Or try connecting through a different Wi-Fi network

[jolly anchor]

Oh wait it works now, i did this

[celest hawk]

Yung even made his own stickers that's creative as fish

[undone jolt]

hehe

[vital sleet]

Did I post in the wrong channel by chance?

[undone jolt]

what did you post ?

[vital sleet]

This posr

[woven hemlock]

which stove are you cooking on? the penguin stove only shows the event recipes, you'll need a regular stove to cook regular recipes

[undone jolt]

you are cooking on the punjuin stove

[dusty tangle]

No don’t worry, you didn’t post in the wrong channel. Sometimes the channel moves more quickly or has more chatter going on so questions might get skipped over by accident. So sorry about that.

For the missing recipe can you check if it was sent to your storage or mailbox ? Usually when things are missing you would want to check the following three places:

Backpack
Mailbox 📬
Storage

You can check your Storage by opening up your backpack while you are at your home. ( see screenshot )

[somber patrol]

????

[undone jolt]

〢 Cook in the regular stove, not the penguin stove

[vital sleet]

Understood. I saw the other stove in the nonevent worked pardon my assumption but thank you for your help

[tranquil lark]

How do I get back to the support page with my ticket chat?

[woven hemlock]

• From the start screen, Settings >> Support Center
• From in-game, Settings >> Account Management >> Support Center

To check your tickets for their reply, go to the Support Center, click the blue-green circle with the headset icon, and a popup should appear with the option to view your current and inactive tickets. Check back on your tickets from time to time, as you won't otherwise receive a notification when they reply.

[undone jolt]

〢 No problem, and I apologize for missing your message
• This is the correct channel if you suspect there’s an error in the game
• You can come here and ask for clarification