technical-help

[tranquil glacier]

i cant interact with pets? im not doing anything. and i need to pet cat 3 times for daily

[buoyant oasis]

same issues here

[woven hemlock]

Have you tried switching towns?

[woven hemlock]

Try switching towns to clear glitched actions

The winter set collection reward is bugged, devs are aware and it will be fixed eventually

The set has 21 items but the star wants 22 before it can be claimed. All we can do is wait for it to be fixed
@buoyant oasis

That may be an issue with the Google Play store, try switching to a more stable network while downloading

[wild sluice]

nvm fixed it ^v^

[thorny silo]

Hi, I’m asking on behalf of a friend. It seems that her Bob’s furniture event has been ongoing for two weeks, while mine and others’ refresh every week. Could this be a technical issue? Is there anything that can be done about it?

[tranquil glacier]

thanksss its fixed 😇

[olive nest]

It just happens sometimes~ I've had the same display happen twice in a row before. 🙂

[restive island]

How come when I try to get my cat to go out it says Kitty Ins't Interested Right Now. She's Level 5 and I've gotten her to ride on my head before, but now it's not allowing me. She even wants to be left alone after I spammed the button as well

[olive nest]

I don't know what triggers them wanting to go out but I think it's a once a day (or once every few hours) thing? But only when they want to. Again, Idk what triggers that though.

[true mica]

I don’t know if this is normal or not but after I do the My Little Pony and get all six elements and water the tree to claim my rewards and only get 5 of the tokens. I’ve been hearing other people get 6, but why do I keep getting 5? So I can only open up one pack a day.

[distant plover]

not able to claim reward for completing the winter furniture collection?

[olive nest]

Common bug atm, devs are working on it. 🙂

[distant plover]

thank you

[olive nest]

You're welcome. I've got it too. The notification icon is making me so mad. 😂

[urban sparrow]

!!!!!! STILL NOT FIXED !!!!!!
NOTIFICATION IS ANNOYING!

[olive nest]

Yep, devs are working on it as best they can.

[last lichen]

Help why i cannot ineteract with my cat. He is so hungry but i cannot feed him 🥲

[olive nest]

Try switching towns or quitting and reopening the game. It's a common thing to occur.

[last lichen]

Oh thank you. You're a life saver. I was able to feed him now

[olive nest]

Glad to hear!

[lime hearth]

I am also having this same issue with this

[frozen fox]

the devs know and are working on it ❤️

[lime hearth]

Ty ty 🙂 I just didn't know if it was just me until i came in here

[frozen fox]

np at all it appears ALOT of people are having this problem i too have this prob lewts hope they do fix it . i think they are so busy atm hehehe

[lime hearth]

Probably

[icy night]

Could someone please tell me how to obtain the item blue European crayfish sashimi?

[fading dome]

I just ran into the same issue, and came in here to look. XD

[fading dome]

"In Heartopia, blue European crayfish sashimi is a Level 8 recipe requiring 3x Blue European Crayfish and 1x Lettuce. These crayfish are found in Forest Lakes during the evening or night (6:00 PM – 12:00 AM) in sunny, rainy, or rainbow weather."
Might have to buy from the Chef NPC: Massimo

[torn steeple]

if anyone on PC has had issues with typing/enter and being able to talk or with emotes, delete the game and do a full reinstall. I am fully back to wokring with no bugs now!

[humble spoke]

i am unable to redeem my wishing stars from the fashionwave set, i tried on pc and iphone, the phone icon just keeps flashing with collection reward that i cant collect

[torn steeple]

this is a known bug right now ^^ I have the same issue

[humble spoke]

ah okay!

[solemn violet]

hi! I mainly play heartopia on pc, but when i try to purchase anything (with real money, not in-game currency) nothing pops up. is it not possible to purchase on pc?

[grave forum]

Seriously how long must we wait for this to be fixed 😭

[devout sleet]

was just coming here to point this out. glad it's already been brought to their attention

[grave forum]

It has been brought up over and over, I just made a report directly in game too

[devout sleet]

these red dots trigger me so bad, I hope they get that one fixed.

[cerulean plinth]

I can't redeem collection reward for getting all the frostspore building materials

[dusty tangle]

It’s a common bug that everyone is experiencing. Customer Support is already aware of it too. Just need to wait for them to fix it now.

[signal wyvern]

Does anyone know when the next update is so they can fix the album glitch

[lime hearth]

You have to add the funds to steam and then once your funds are on there you can purchase what is it you're trying to purchase in game

[solemn violet]

ohhh!! thanks lol

sighh still doesnt work 💔

[boreal bolt]

Click on them individually and they'll go away. No need to click on the items themselves

[humble depot]

Oh my gosh I was just coming here to ask the same thing. Thank goodness ita known

[devout sleet]

yes i know, it has nothing to do with the conversation other than to be a representation of something that bugs me. we cannot claim the last thing on the frostspore furniture set and it bugs me

[dusk elm]

Can someone please help me. I still haven't been able to find the blue egg or get in contact with someone??

[azure kayak]

Hello dont know where to give report for bugs. Missing furniture at Bob's (can buy but there are no table/the item display itself)

[woven hemlock]

display error, try reloading/switching towns

[woven hemlock]

Please double check which egg you're missing, as the eggs have very similar colors and names. Also make sure you're using the camera app and not the birdwatching binoculars

https://discord.com/channels/1128257488375005215/1466930171872543052 The pinned posts here have all the eggs and where to find them.

Who are you trying to contact?

[woven hemlock]

Try switching to a different network (eg WiFi --> LTE), the game likely can't connect to the network properly (which it usually has trouble doing)

[mental chasm]

Can someone tell me, why I can't claim the stars?

[woven hemlock]

It seems like they've been doing maintenances every few weeks or so (the ones where they take the game down temporarily to fix a bunch of things at once), but they do smaller fixes in between also. They don't usually announce the big maintenances until ~12 hrs beforehand, so keep an eye on #patch-notes to see what they plan to fix in the next update, when they post there. It might not be the collection glitch

[woven hemlock]

The winter set collection reward is bugged, devs are aware and it will be fixed eventually

The set has 21 items but the star wants 22 before it can be claimed. All we can do is wait for it to be fixed

[mental chasm]

Oh I got it, thank you

[slate lantern]

i was gonna suggest to do it directly in the heartopia site instead but u already put the money in the steam wallet right?

[solemn violet]

yess unfortunatly

[slate lantern]

sad i was too late btw u opened heartopia through steam app right? not on the taskbar

[short mist]

Thanks to those of you whom posted about the winter snowscape collection bug. I was headed over here trying to figure out how to report it. 😆 I appreciate y'all!

[velvet anchor]

same for me, it seems to be a bug

[solemn violet]

yupp

[hexed coyote]

is this a known technical issue? i don't wanna spam the support center too much lol

[woven hemlock]

switching towns should clear any glitched actions

[hexed coyote]

figured! thank uuu

[peak pewter]

Halp meh

[woven hemlock]

did ur chara get blindfolded... /j

try reseting position if u were glitched somewhere, or try resetting towns

[worn karma]

No, hasn´t change anything :c

[worldly juniper]

Please fix those pets that want to barely/never go out! I have a cat that I want to return but it always says no when I press go out! 💀I freaking hate it.

[twilit pecan]

my friend is having issues with loging in. the website says shes logined in, but in not loading in the game

what can we do to fix this

[peak pewter]

I did both nothing worked i got blindfolded then murderlated had restart game fix it 🤣

[slate lantern]

check the browser if it allowed the necessary thing it ask like location etc

[frail tree]

FRAME THE WINTER completed this task but didn't receive the solo action

[slate lantern]

sadly those feel like intended that way since cats arent always into doing what u want them to do like irl, just keep trying asking it

[slate lantern]

its not a solo action but a duo only shows when u do it with friend

[frail tree]

So like the hug?

[timber yarrow]

Guys i got this bug where i couldnt redeem the award and its bugging me cause my phone in game keep giving me notifications

Does anyone knows how to fix it

[frail tree]

Got thank you

[twilit pecan]

we cant find the option for it in broswer

[slate lantern]

it should show like this when ur using chrome

[lyric drift]

Anyone else experienced this kinda bug where you can't claim this star. It's been days for me

[woven hemlock]

The winter set collection reward is bugged, devs are aware and it will be fixed eventually

The set has 21 items but the star wants 22 before it can be claimed. All we can do is wait for it to be fixed
@timber yarrow

[gentle moss]

Is it normal that pets dont ever go to the second floor? i put their pet room in a higher floor and its like theyre unable to go upstairs.. even if i make them follow me

[woven hemlock]

They do go upstairs (my dog follows me upstairs all the time), but tend to stay on lower floors

[hearty olive]

I see a plenty people using drawing tracing they got in GitHub using their browser third party for their drawings. Is it illegal?

[tribal canyon]

I feel like they did that because they would always get stuck on second floors or roofs

[still arch]

I hope this is fixed sooner rather than later. I don't know how long I can watch my watch "vibrate" for...

[random compass]

helpppppp,
has anyone encountered this bug? i recently got 500k money today

[kind moth]

Hi, I made a mistake. I wanted to buy hearts on my American account through the website, but I accidentally topped up my global account. How do I get a refund?

[woven hemlock]

From the timestamp on the achievement, you already got it though?

[random compass]

it shows gardening not the money

[woven hemlock]

Oh i see what the bug is now. Can report it to their customer service, but it should just be a display glitch and should be fixed when you next reload/switch towns

• From the start screen, Settings >> Support Center >> Contact Customer Service.
• From in-game, Settings >> Account Management >> Support Center >> Contact Customer Service

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.

[random compass]

okie, thank u so much

[woven hemlock]

For billing issues, please contact their customer service

• From the start screen, Settings >> Support Center >> Contact Customer Service.
• From in-game, Settings >> Account Management >> Support Center >> Contact Customer Service

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.

[woven hemlock]

Do you mean they create a pixel template using a third party and then somehow import it? Or they create a pixel template of what they want and then recreate it in the game? if it’s the first, I believe that’s discouraged, but if it’s the second, then it should be fine. The game doesn’t allow third-party apps that cheat the game (eg using a separate program to play music for you)

[hearty olive]

It’s first

And somehow they didn’t draw it. It’s auto draw

I think it’s gonna trend and use it disturbance graphical activity

[woven hemlock]

If the game detects the usage of third-party apps in the game, it will give them a warning 🤷 and repeated offenses will impact their game, so they are using it at their own risk

[fast marlin]

has anyone found a solution on timed out login? reinstalled etc done already

[woven hemlock]

Try the steps from this pinned post: #technical-help message

[fast marlin]

gotcha will check. ty

[kind moth]

Thanks for the help! That's what I'll do. I hope I can get a refund or that they can move the diamonds to another server, because I spent a lot on them, haha.

[fallow jasper]

Discord won’t let me comment in the threads here, I’m testing if it’s only threads or all channels

Hm, guess it’s just threads

[tardy girder]

where can i submit a bug?

[icy meteor]

hello does anyone have some problem like spike ping to 20.000 or more(SEA server) ? my internet doing good also no problem when I play other game / stream

[spring plinth]

Hmm, I see people currently commenting in the threads right now

[fallow jasper]

I get this every time I try : (

[faint ridge]

Hi, did anyone else gotten this message and what to do about it? I didn't use any third party apps and the customer service is not responding to me

[spring plinth]

In every single thread?

[tardy girder]

his disc is private you need to add

[fallow jasper]

It also happened when I tried sending a message without replying to anyone

[spring plinth]

Reply to my message, I’ll ping u

[fierce spire]

hi everytime i go to use the bug catcher it tries to auto fire and everything on top left and right screen disappear

[wide horizon]

Guys, I need help. I played with friend and stuck in texture. Thats fine, but after i got blue screen. I was still on server, but even after reload game i still see in on phone. On PC i got crashed everytime when i join to the town. For few seconds i saw L100 anomaly window before its crashed. Help!

[fallow jasper]

Same error for this one

[spring plinth]

can you tag which thread to be exact

[thick tusk]

Already completed all part of this,, but the completion for the reward need 22 instead of 21.

[spring plinth]

Bug will be fixed whenever the next maintenance is

[fallow jasper]

https://discord.com/channels/1128257488375005215/1472171511782703155

[woven hemlock]

thread might be full, that usually happens if there's too much activity in a thread and discord can't keep up

[faint ridge]

anyone able to help me out 😭

[spring plinth]

My my

Hold up

[fierce spire]

hi im havig problems with bug catching and at times i cant move my character at all i have to hard shut down and go back in the game

[woven hemlock]

did you contact them through the support center in the game? check the ticket itself for a response back, it might take a bit since they have their own business hours. you don't get a notification when they do respond, so need to check manually

[woven hemlock]

are you playing on PC? if you are, please check for any controllers or similar devices that are plugged in, such as, but not limited to, Bluetooth devices, headsets, keyboards, etc, and try disconnecting them. (not just turning them off, but fully unplugging them). then reload the game and see if the issue persists

[fierce spire]

ok ty ill do that now

[woven hemlock]

try clicking 'repair game' on the start screen before joining a town

[wide horizon]

I made repair - its didnt help(

[spring plinth]

Pretty sure this is because the max amount of people have followed the thread so people who aren’t following it can no longer type

#1473770666301063178

Better off in this channel

[woven hemlock]

is it crashing on both of your devices? i see you said you're getting errors on both mobile and pc

[fallow jasper]

It worked, thank you!

[wide horizon]

Its crashing on PC only. On phone i just got blue screen. I still can open backpack and all is work, but im just nowhere. I tried to reset position, tried new towns - nothing changes

[woven hemlock]

did you try repair on the phone also?

for PC, did you only start crashing after you got errors on mobile, or was it happening before as well?

[wide horizon]

Yes, i made repair on phone too.
About PC - I had no trouble before. Its start crashing right after i got this problem on phone

[woven hemlock]

it sounds like your account might have glitched from mobile and so is causing an error in PC, uh oh. i'm not sure if it'll work, but did you try doing a full reinstall from your phone to see if it clears out whatever glitch is happening?

[wide horizon]

Yes, i reinstall it on phone and on PC too. And seems like its trouble only on America server. I just create new character on Global server and all is working fine

[quartz harness]

I can't feed my cat. The icon to pet or feed her is not showing.

[woven hemlock]

try contacting the support center to see if they can help you fix it then, because yeah it sounds like your account glitched, hopefully they can help you recover it

• From the start screen, Settings >> Support Center >> Contact Customer Service.
• From in-game, Settings >> Account Management >> Support Center >> Contact Customer Service

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.

[wide horizon]

Thanks for your time and help! Ill try to fix it with support center then!

[woven hemlock]

as a temporary fix, you can either:

• go into build mode for a few seconds, move a piece of furniture, then save and exit, or
• switch towns
  and that should bring the bubbles back until the cat glitches again

[faint ridge]

I did and all they say is this

[woven hemlock]

unfortunately i don't know what the game is detecting from your account as a third-party app, so i'm not of much help here either

did you contact them through the email, or the in-game support?

[sharp orchid]

i heard its prolly things that you have on in the background, like bongo cat, tap tap, they could be mistaking those for 3 party

[faint ridge]

Did both

N both just keep asking me follow rule but not able to tell me what i did to trigger

[faint ridge]

I didn't hv all this

[woven hemlock]

most likely it's something you have installed on your device that the game is mis-detecting as a third-party app yeah, like mrs ranger said. sorry we can't be of much help here

[woven hemlock]

they did tell you that the game detected a 3rd-party app. they can't exactly look into your device and tell you specifically which app it is either

[faint ridge]

Okayy, i will try to c wad i can do

[hallow pendant]

Hello I haven’t been able to claim my stars at all for the past few days I collected all the pieces but I still can’t claim them.

[spice dock]

It shows there's a gift to claim but it's not working

[hallow pendant]

Yes that’s what I’m dealing with currently

[tame kraken]

Same I hope they fix this soon

[woven hemlock]

The winter set collection reward is bugged, devs are aware and it will be fixed eventually

The set has 21 items but the star wants 22 before it can be claimed. All we can do is wait for it to be fixed

[fluid hazel]

guys, may i ask why everytime i login it’s written “login timeout?” i’ve tried to repairs and log out the account but it seems not working at all (i’m SEA server btw)

[slate lantern]

did u try:

• turning the wifi on and off
• forget wifi then connect again
• try using mobile data
• try using a vpn/dns

[fluid hazel]

i already tried to turn on the airplane mode and then back to mobile data

tried the repairs too but doesn’t work for me at all

an hour ago, i still could login

[slate lantern]

ohh did u try using dns?

[fluid hazel]

nah i haven’t yet, should i tho?

[slate lantern]

yep if those 3 failed then

[split nimbus]

Anyone having issues with cooking in game? Or is this the incorrect channel.

[slate lantern]

i mean its fine to ask here or in help center they basically the same thing

[fluid hazel]

what do you think the issues here?😔

[slate lantern]

try downloading warp 1.1.1.1

[slate lantern]

im guessing ur mobile data isnt strong enough for the game so we gonna use dns, mobile data right not wifi?

[woven hemlock]

what sort of issue are you encountering?

[frail tree]

Blanc: Gardening Crossbreed Quest
I sprinkled the powder and nothing happened. I don't have another rainbow bag to trigger the crossbreeding with. He doesn't sell it till lvl 5. So do I have to wait to complete the quest till I reach level 5? Currently level 3

[tired remnant]

I just finished Massimo's Gossip quest for the Mushroom Pie recipe but it's still locked. I'm pretty sure I used the recipe after talking to Massimo. I checked my bag, warehouse, and mail and still nothing. Also checked if it's on the stove's recipe list and still nothing. Tried repairing the game files as well but unfortunately it is still locked. Please help.

[surreal ingot]

Why i did not log in ? When i try to click start they show a entering new town but im stock on start botton

[woven hemlock]

You don’t need the crossbreeding pouch to crossbreed, it just guarantees success.

To crossbreed, make sure your flowers are near each other, and water them every day after they’re fully grown. Do not pick them. Get other people to water your flowers to increase your chances of crossbreeding, up to 4 people per day. After that, it’s just random chance

[slate lantern]

not really to increase the chance of crossbreed, make other players water ur flowers till all the star line filled

[fluid hazel]

damn, that’s never happened to me before

[split nimbus]

When I’m cooking or attempting to cook I’m unable to utilize my screen and it freezes like so

And all my recipes are gone. Except for 5

[fluid hazel]

me tooo!! we are on the same page

[slate lantern]

ohh its not ur phone problem just network issue probably the signal or something either way dns can help

[fluid hazel]

what server are you?

[woven hemlock]

just to check, did you do the collecting mushroom quest, or the one called (i think) 'mushroom picking DG"? it's 2 different quests

[surreal ingot]

Im using a mobile data

[surreal ingot]

Sea server

[frail tree]

Thank you.

[tired remnant]

Yep I did the Mushroom Picking quest

[fluid hazel]

alright thank u soo much dani, you really helping me out🩷

[fresh ice]

is there a maintenance today? it keeps saying login timed out

[slate lantern]

ayy let me know if warp helped

[fluid hazel]

okay i’m not the only one then

[surreal ingot]

Same

[woven hemlock]

if you used it, check in your collections, you should have mushroom pie unlocked

also make sure you're looking at the normal stove, not penguin stove

[slate lantern]

base how there is no announcement its ur network going crazy xd

did u try:

• turning the wifi on and off
• forget wifi then connect again
• try using mobile data
• try using a vpn/dns

[surreal ingot]

How to use vpn?

[slate lantern]

i usually suggest dns cause its easy to understand than vpn xd

[crystal sierra]

Hi

[woven hemlock]

login timeout =/= maintenance, it usually means the game can't find your network. this is a problem with the game, not with your network

you'll know if there's maintenance when there's a different message ("server's are down, check announcement for more info"), but you can always check #patch-notes too, since it will be announced there

[slate lantern]

try downloading warp 1.1.1.1 enable it~

[surreal ingot]

Thank u dani for helping us

[fresh ice]

It was network going co co! thank you!

[tired remnant]

In my collections it is still locked. Also I can't find it on a normal stove recipe list. I'm pretty sure I used the recipe since I can't find it anywhere. My bag was halfway full when I finished the quest so it shouldn't even be in my mail or warehouse.

[fresh ice]

just connect, disconnect the wifi solved mine

[slate lantern]

ya by default ur wifi assign ip randomly only someone who knows network will fixed ur ip and not have this kind of problem which is why the game didnt recognize the ip xd

[fluid hazel]

damn that’s all?

😭😭

[hollow oyster]

is there anything I can do if i adopted a cat and got a completely different one that wasn’t even in the shop 😭😭

[woven hemlock]

if you're 100% sure you learned and used the recipe, but now can't find it, try rebooting the game (turn off and on) or switching towns, might be a visual glitch. but if it's not showing in your collections either, and you still can't find it after, might need to contact customer support to see if they know what might have happened.

usually, what happens is that people mistake the first mushroom massimo quest for the one that you receive the recipe from, and get confused when they don't have the recipe. but it sounds like that's not your case

[tired remnant]

Okay I'll do that. Thank you so much for your help.

[grave forum]

I have them unlocked but they don't show under actions does anyone know why I can't do them

[fluid hazel]

@slate lantern i’m in!!! without the dns😭☝🏻

thank youuuu🥹🫶🏻🩷

[slate lantern]

how did what ig ur only choice is to board it

[woven hemlock]

Do you mean that the white cat was the one in the shop, but when you checked your pet page, you received the wrong cat?
If you believe you received the wrong cat in error, open a ticket with their support center

• From the start screen, Settings >> Support Center >> Contact Customer Service.
• From in-game, Settings >> Account Management >> Support Center >> Contact Customer Service

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.

[slate lantern]

ayy thank god

[kind moth]

Hi, if I can't get a solution from in-game customer service, are there any alternative ways to resolve my issue?

[woven hemlock]

Cats are different from dogs, you don't train them to do an action, you're just playing them and they learn more poses/actions

[grave forum]

Oh so we can't do tricks with them

[woven hemlock]

Correct yeah, they're not tricks you can do

[hollow oyster]

okay thank you so much 😭😭

[woven hemlock]

They'll bring you photo cards of them doing hte action, and I think you can see them doing it every so often on their own

[grave forum]

Tyyy I played the beta and recall we could back then but maybe that was a mistake and they corrected it before release 🤣

[slate lantern]

hmm i mean there is a customer support here but i dont think they do that anymore so ur only choice in game

[grave forum]

Wait what does it mean when the dog says pet not ready to do action 😭🤣

[slate lantern]

the thing is i played both beta but i dont remember that i can do actions to my cats like in dogs xd

[woven hemlock]

You gotta give it a second to get into position in front of you!

[kind moth]

The problem itself isn't that impossible to solve, but they don't seem to want to help me; they're not offering me any solutions or alternatives.

[grave forum]

As I said I recall but I'm definitely not sure if I'm correct 🤣🤣 I believe you more than me with a holey brain 🤣 @woven hemlock ohhh I kept trying to just spam and he finally did it

[slate lantern]

ohh what was ur problem?

[hollow oyster]

should I click account issue or bug report for the support ticket?

[woven hemlock]

good question hm. i'd say bug report? but that's my opinion

[hollow oyster]

okay tyty

❤️

[kind moth]

I recharged approximately $30 from the official Heartopia website. The problem was that even though I had selected the American server, the page restarted, So it was automatically re-entered on the global server, I didn't notice the problem and the purchase was made on the global server, when I wanted it in America. I already submitted a ticket. In short, they told me they couldn't transfer the top-up between servers and didn't recommend requesting a refund, but what do I do? I don't use the global server, I have no intention of using it; I haven't spent the heart crystals, but they still haven't offered me an alternative or solution, and I don't want to lose my money. I also don't want to go through the bank because I don't want to risk an account ban; I just want to move the crystals to the other server or get a refund and make the purchase on another server, or any alternative except resorting to the bank or losing my money.

[limber iron]

They haven’t replied yet I have spent money on this game just to be banned for not doing anything

[spring plinth]

This could take 48 hours for a response

[slate lantern]

ohhh right yeah ur only choice is the customer support in game i think u can try for refund since u didnt use it and u reported this immediately to them the problem is idk when they will answer u i saw some succeeded to get it back idk about the rest, if only we can help u with that and bank so risky cause ur diamond gonna go negative for sure

[grave forum]

I would request the refund, if it actually topped up on Global it's not your main account that will get the ban it's the one on Global as far as I've understood, 30 dollars is a lot of money and their response is not sufficient. Request the refund and explain exactly what happened, then it should not result in a ban considering it's the pages error

[kind moth]

I've already spoken with this person quite a bit, I even asked for a refund, and they "don't recommend" I do it. I don't know if I can post the entire customer service conversation here, If you're allowed, I'll show them to you without any problem.

[plain rapids]

I lost my account switching from mobile to pc, where do I go to request help?

[grave forum]

I'm not sure they're cross transfers but I don't know

[grave forum]

You can send all screenshots in one mssg so I don't see a problem with you sending them

[slate lantern]

its better to push them for a refund than transfer cause theyve been saying that from the start they dont allow it, tho their is a risk ur diamond might go negatives but if ur fine with that risk then go for it~

[grave forum]

Also right on the main screen with start button up in top right corner is a headset that's support

[slate lantern]

how u lost it? u used same google acc right?

[grave forum]

Oh so it is cross transfer good to know if I see the question in the future

[slate lantern]

yepp as long as they use the same way they login xd

[kind moth]

I don't care if it turns negative, because in the end I haven't spent it, I suppose it would return to the amount of 0.

[grave forum]

Yeah definitely press for a refund because that is not an okay answer, especially when it's 30 dollars

[kind moth]

That's what I thought, I thought maybe the problem was very serious and that I should just lose the money, but it's quite a lot and they haven't offered any solution 🙁

[slate lantern]

yep ask another customer service and say refund dont say about transfer

show them u didnt use it, ur payment and such if its possible to send images

if they said they dont recommend it just say u push through u still want the refund

[kind moth]

Okay, so should I wait for them to close the ticket or send another reply in the same ticket? Because they still haven't responded to me.

[slate lantern]

yep go for a diff person~

[kind moth]

Okay! I'll submit another ticket now on the Americas server. Thank you both so much for your guidance and advice; I was really starting to get discouraged and was on the verge of tears.

[slate lantern]

when it comes to money i keep talking to the cs till they gave it even if they said its not allowed xd

i had this problem with gfn so i said idc if i go back to free version just give the money back hopefully they give it

[grave forum]

Never fear, help is here 😊

[kind moth]

I hope they give it to you, because money hurts a lot 😭

[kind moth]

Thank you so much, you've made me feel better 🥹

[slate lantern]

oh yeah they give it back i push through asking for it~

[grave forum]

I'm glad I could help a bit 😊

Even while earning orbs to get this sick frame for my pfp 🤣🤣

[kind moth]

OMG DO NOT DELETE CONFIDENTIAL INFORMATION

[grave forum]

Hey I was reading it 😭🤣

Oh shis

Good call then 👀

Didn't make it that far 🤣🤣🤣

[kind moth]

HAJAHAHA

[grave forum]

Perfectly written if you ask me 😊

[kind moth]

YEEY

[kind moth]

Aww, thank you so much!

[grave forum]

No problem 😊

[dull socket]

I don’t know if anyone has mentioned this yet, but I’m getting an error message and I’m unable to place my Automatic Cat Feeder I just purchased:

[kind moth]

Oh, they closed my ticket and insisted they don't recommend a refund.

[hushed dagger]

how do i put a ticket in

[woven hemlock]

• From the start screen, Settings >> Support Center >> Contact Customer Service.
• From in-game, Settings >> Account Management >> Support Center >> Contact Customer Service

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.

[woven hemlock]

you don't have enough load space left in hour house, all items take up a different amount of load. you need to remove some items in order to place the cat feeder.

[hushed dagger]

my friend just gifted me the premium glided acorn pack voucher and its showing in my inventary like my bag i hit redeem and its telling me i already own it when i dont

but i claim it so im confused

[woven hemlock]

if you go to the place where it shows the memberships, do you have an active membership there?

[hushed dagger]

yes i do but the one she sent was the pass for the winter snowman

[kind moth]

I don't give up 🗣️‼️

[dull socket]

Oh thank you so much 😭 I was so confused

[hushed dagger]

So this is what im seeing

[short plover]

Is anyone having trouble buying acorn pass?

[hushed dagger]

So im confused how can i redeem it if it doesnt let me saying i own the premium when i dont

[kind moth]

Yes, I saw that many people were sharing this problem on TikTok.

[short plover]

It says recharge fail. I repaired it still the same.

[woven hemlock]

oh interesting yeah, there shouldn't be any overlap with the names and stuff. i'd suggest contacting their support team, it doesn't seem like there should be any issues redeeming it

• From the start screen, Settings >> Support Center >> Contact Customer Service.
• From in-game, Settings >> Account Management >> Support Center >> Contact Customer Service

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.

[woven hemlock]

try switching to a different network, the game isn't detecting the store right now (the prices are missing from the buy button)

[slate lantern]

yesss as long as ur oke with the risks go for it money matters more

[woven hemlock]

the pets don't really like the automatic feeder, i think it takes time for them to warm up to it. if you watch their mood logs, sometimes they'll say things about not liking to eat from a cold machine

[hushed dagger]

Which one would it fall under

[slate lantern]

from ur ss what i see is u have a gilded acorn pack and a ticket for premium, since ur basic pack is activated u need an upgrade ticket for premium

[woven hemlock]

recharge issue, i think

[woven hemlock]

is the upgrade ticket different from having a premium ticket?

[slate lantern]

yep

[woven hemlock]

ahh

[slate lantern]

u cant activate the premium without an upgrade ticket

but u can save that premium acorn pack

[woven hemlock]

im guessing it works if u dont already have the basic one

[slate lantern]

for the next season

[woven hemlock]

but if u do, u need upgrade ticket instead

[slate lantern]

exactlyy~

[woven hemlock]

understood

[kind moth]

If only they would give me a solution or an alternative, but they're not offering me anything, it's like, mm, I'm not really interested. And assuming there's no other risk besides negative hearts even though I haven't spent them, or my global account being invalidated, then it's fine. As long as it's not my American account that's affected. But it does make me sad and makes me feel like I'm exaggerating.

[hushed dagger]

wait im confused so if someone gifts it they dont see the upgrade on their side and why u mean by nex seasonn

[slate lantern]

it iss, i dont like these kind of stuff just a simple refund is all u ask and it is justible, i saw users who got it refund back they got muted and negatives either if ur oke with it push throught

[slate lantern]

um how do i say this, so there 3 ticket for acorn pack, basic acorn pack, upgrade acorn pack and premium acorn pack. base on ur image u already have basic acorn pack activated, mean if u want premium what u need is the upragde acorn pack, that is why it didnt used ur ticket. but dw u can still use the premium ticket but on the next season acorn pack

[kind moth]

What do you mean by "negative"? Being muted doesn't bother me that much, although it seems unfair; it's like, as long as I get my money back. Can I ask them to change the person in the conversation? Or is there a supervisor involved? Because despite opening another ticket, was it immediately closed, and I feel like they're deliberately ignoring the original one

[hushed dagger]

okay so how would i be gifted the the updgrade ticket

[slate lantern]

negative as in ur diamonds will go -320 depends on how much it took, i mean yes u can try to chnage whatever it is dont give up on trying to get a refund xd

[slate lantern]

oh ask ur friend to gift u a upgrade ticket it should show there, it half yellow half purple

[kind moth]

Oh yeah, I guess it'll only happen to the global account, and since I don't use it, I don't care lol

I will not give up, because I know that what I am asking for is not impossible or unreasonable.

[slate lantern]

ya try to change the narration to just say u want refund dont say like it was a mistake server they might think differently about it, just say u want it back, u didnt use it, u need that money at this point xd

[slate lantern]

yess anything for the money

[topaz wing]

how can i claim the stars?

[kind moth]

It's a bug in the game; they'll fix it in the next maintenance.

[topaz wing]

oh okay, thank you.

[hushed dagger]

Okay that worked

[kind moth]

Well, I'll wait for them to reply, even though I know they're ignoring me

[hushed dagger]

What does the lock mean

[slate lantern]

lock it so u dont accidentally delete it

[hushed dagger]

okay thank you

[indigo pasture]

Hey, has anyone's frost spore whale sharks disappeared from their inventory? I had them locked to save em and now they're gone :C

[slate lantern]

did u check ur warehouse?

[indigo pasture]

Yep, I had them there but they're just completely gone now

[slate lantern]

even ur backpack ? weird

what about mail?

[hushed dagger]

Last question how do i claim the stars its tell me to claim

[slate lantern]

oh that is bugged rn, have to wait for the fix

[hushed dagger]

oh okayy

[upper cypress]

Oh i have the same problem,, i was about to report it but i saw yours, 😆

[hushed dagger]

HHa

[kind moth]

I'm going to sleep now, it's 1 AM here lol, but I'll be back here until this is all sorted out because I genuinely need external support or I'll go crazy

[indigo pasture]

Just went to double check, they're truly gone
I only collected them yesterday, I had five :C

[slate lantern]

fr i would too remind me how the bank still didnt give back my money

[slate lantern]

ohh u sure u didnt sold it?

[kind moth]

I just hope they don't close my ticket, or well, maybe it'll be a good thing because I can open another one and get a different person

[indigo pasture]

yes, I locked them as soon as I got them and I never got the notice that I was about to sell locked items

gonna go mourn my fishies

[slate lantern]

it be funny if it returned when u restarted the app xd

[simple orchid]

Hello, does anyone knows how to redeem this?

Been bug since last night

Thank you

[sudden olive]

can someone tell me why does this keep happening?

im trying to write a book but whenever i finish a chapter and move to a different one

it turns into like this jumbled mess

[full smelt]

Have you settled this? I have the same issue and still not get the solution

[north harbor]

Can someone Ssist me

[viscid copper]

Does anyone know why the cat feeder doesn’t work?

[graceful galleon]

hello! I’ve already watered my plants but my quest is not progressing😭

[waxen topaz]

it says that i already log in. bat when i back to game still needs to log in

im using gmail

[late gazelle]

Help! How do I redeem the codes?

[torn ore]

try changing your browser and also allowing the pop up box that appears

[torn ore]

go to the clock and then click on settings. bottom right!

[late gazelle]

Thanks @torn ore

[upper zealot]

my account got suspended, how can i appeal this?

[solar egret]

Hi, anyone have problems on steam that is just stuck on loading screen?
my internet connection is just fine
stuck on 39% for an hour already

[slate lantern]

did u try to reinstall the game or repair button?

[solar egret]

there is no repair button, but ya i will try to reinstall.
hopefully it fixes the problem ❤️

[slate lantern]

i pray

[warped smelt]

This needs to be fixed ASAP!!! Many people have been complaining about this & nothing is being done... Why?

[vale umbra]

Guys when I select a canvas template it won't let me because it says artwork name too long please help

[wide horizon]

About this bug! I can fix it with friend help - they invite me on event from another town. Thanks for help!

[woven hemlock]

is it one of the color page templates? i think it's a bug due to the default canvas name, report it to the support team

• From the start screen, Settings >> Support Center >> Contact Customer Service.
• From in-game, Settings >> Account Management >> Support Center >> Contact Customer Service

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.

[woven hemlock]

the people in this channel are players like you, we don't have the power to fix things. report it to their support team if you want to pressure them into fixing it faster

• From the start screen, Settings >> Support Center >> Contact Customer Service.
• From in-game, Settings >> Account Management >> Support Center >> Contact Customer Service

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.

[woven hemlock]

Try the steps from this pinned post: #technical-help message

The game's optimization isn't the best, so it has trouble finding the network - it's the game's problem, not your network's problem. Switching networks (eg WiFi -> LTE) or disconnecting your network and reconnecting it usually helps the game recognize/find it

[slate lantern]

oh i was right it was the same person xd

[wide horizon]

Sup

[warped smelt]

Em ok

[slate lantern]

i saw ur post when i was eating then ur friend was asking how to fix ur problem xd

[wide horizon]

Yeah) My friends are the best! I just superstuck in ice slide and snowman. I dont know why, but reset position didnt help

[slate lantern]

ya it was weird so i thought teleportation will work glad we had same mindset xd

[velvet glen]

deffo raise a ticket if you can! i can keep you updated on mine but idk if itll help yours

[wide horizon]

Tea Party invite from new town - super way to help, as we can see

[woven hemlock]

oh was the blue screen from glitching into the ice slide? i was wondering why it was blue

[slate lantern]

real and it doesnt cost much like other events xd

[slate lantern]

ya i asked his friend what he was doing before

cause he look like he was stuck xd

[wide horizon]

My map was blue too, like im in nowhere

[woven hemlock]

i glitched under the ice rink once when i stole a friend's snowman, but it immediately ejected me back out. i guess the ice slide didn't count as out of bounds, so u got stuck

teleportation via tea party was smart, i'll have to remember that one

[slate lantern]

fr its free it dfoesnt cost much and u dont have to wait for concert invite

[lucid gazelle]

heey uhm is there a bug report chanel cause uhhhmmmm every time this cat sits on my legs the game decides all of my apple pies are bizzare...
Can't they make the pets pickupable or just not furniture 😭

[woven hemlock]

there is, but it's been archived and no longer is in use

re: pets, they tend to block access to stoves in some games. which means you miss the button to fix the heat and burn the food. one temporary fix is to move your stove to a different area of your house, eg to the second floor or on a raised platform -- it's been observed by players that they usually stay on the ground floor, so it's safer to cook up there

there is a support center in-game if you want to report it to staff

[wide horizon]

Btw, i already stuck in ice slides before (One of my routine business) and nothing serious happened. Its may be because i wear new boots! They makes you taller than others

[woven hemlock]

The game's glitchy in general, so I'm not surprised if new items cause unexpected errors yeah

[weary garnet]

omg i have the same issue! thanks that you make a vid!

[weary garnet]

tomorrow morning you water the cross again, and its fixed!

[warped smelt]

Try watering flowers instead.

[warped adder]

i cant redeem the stars! i try to do repair but notthing.. i know i’m not the only

can u help me pls?

[shy pollen]

Hello...I can't collect the last stars.

[pseudo saffron]

It’s a known bug. No fix yet

[pseudo saffron]

It’s a known bug. No fix yet

[shy pollen]

Ohh,oky..thanks and sorry for repeating the same problem

[modern jungle]

Hii everyone!
I have a big problem..
So my pc is very strong, it can run all games on max graphics real good, but when it comes to heartopia it's very laggy😭 Idk what to do, few weeks ago it was only laggy in the first few mins where the game loaded the shaders, but now It's lagging almost every min or so. Any solution?

[dusty tangle]

A few things that you should try ( if you haven’t already ) would be to restart your device / PC and turn on / off your router / WiFi. If you’ve already done these two things, then try these other alternatives temporarily.

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 )

[rare sinew]

Came to report the inability to collect stars! At least I know its not just me, but it is driving me nuts lol (the notification)

[zenith tide]

Idk where the building permit I bought at Bob's went, after clicking learn. Do I need to level up my DG level to use it? 😭

[modern jungle]

My connection/wifi is totally fine. Everything works perfect, except heartopia

[dusty tangle]

Which one did you buy ? Was it a bush ? A tree ?

[zenith tide]

Might be a fence or gate. I forgot 😭

[dusty tangle]

I know, it’s not your Internet the issue here. It’s more the game’s optimization. So what this means is that even though your Internet is perfectly fine, it is the game requiring players to do these steps.

[dusty tangle]

Building permits can usually be found here go into solo building and then press on building materials and then check all of the tabs there.

But I don’t think Bob sells any fences or gates which are building permits. So did you purchase a furniture ?

[dense sandal]

i can’t finish the water garden quest because the weather auto watered it

[dusty tangle]

Can you try going to a neighbour’s house and watering their crops instead ? That should also work.

[gusty cradle]

Cant log in, first blank, then this comes up and start button doesent work

[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 )

[magic remnant]

Hello, I got the recipe for collector's display cabinet but my bag was full, and it went to my mail, after receiving it in my mail, the prompt to learn it didn't show up, and it's not in my recipe list either, how do I get it?

[formal dagger]

Can anyone help one of my collections is fully completed but says im one away from completion.

[dusty tangle]

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 )

[dusty tangle]

This is a common bug that everyone is experiencing. There is nothing to do but to wait for the developers to fix this for us.

[celest summit]

Hi! Does anybody know what to do if you cant join a town? I am stuck on the initial menu when you first open the game. When I click on start game, it just says matching town but I don`t get transported to any town, I am just stuck on the main menu. I have tried restarting the app, clicking the repair option on the upper right corner, and it still wont work.

[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 )

[celest summit]

Thanks! Ill try these ❤️

[waxen topaz]

Im using brave. What browser do you prefer?

[dusty tangle]

You should find the local network access ( or the option to enable pop-ups ) here, by pressing this button when you’re on the website.

[south escarp]

Hello - For 2 days now, whenever I try to fish, my character/camera start to freeze and I can't do anything anymore. I've repaired the game, even reinstalled it, but nothing do. I play on Steam. Any info on this ? :(

[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.

[pearl wagon]

I cant Evaluate my house

[woven hemlock]

what happens when you try to click submit?

[pearl wagon]

i keep clicking submit but nothing happen

[woven hemlock]

can you try switching your network? (eg WiFi --> LTE) it sounds like your game lost the connection, which is a problem with the game itself and not with your network

[pearl wagon]

i did but still nothing happen

[woven hemlock]

you may need to restart your game afterwards for it to take effect

[hollow marten]

Hello. I was just wondering if I lost my rewards during Frostspore fishing if I accidentally closed it right away?

[dusty tangle]

Hii. No, usually if you don’t collect them, they’ll get sent to your mailbox 📬 instead so you don’t miss out on them.

[hollow marten]

Ohh, thank you! I thought I lost them completely.

[bold girder]

Does anyone know when the game resets for cst?

[graceful galleon]

hello! help plss😭

[dusty tangle]

You can see your daily and weekly reset times by checking here.

[dusty tangle]

Can you please go to a neighbour’s house and try watering their crops isntead ?

[humble pawn]

I'm experiencing this same issue ^

Tried neighbours and doesn't work either

[eternal nexus]

How can i resolve this quest?? I submitted 3+ stars card and idk why can’t complete it. Now bailey j wont accept cards anymore

[graceful galleon]

it says water my own crops I think😭

[graceful galleon]

ohh no huhuhu

[dusty tangle]

In your screenshot it just says to “water crops” It doesn’t mention it needing to be your own

[graceful galleon]

ohhh, okay I’ll tryy

[dusty tangle]

You just need to take a picture / info card of the birds that are next to Bailey J.

[eternal nexus]

Ooooh ok thanks a lot 💕✨

[humble pawn]

I just tried doing it on a neighbours flower crops instead of normal patch crops and it counted for those

[dusty tangle]

Can you try changing towns then to see if it clears this bug for you ? After changing towns, try watering a neighbour’s vegetables again ( not flowers - just making sure here ).

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]

Oh you got it to work - yay

[humble pawn]

It just wasn't counting for the normal crops but it counts on flowers although the questline follows tomatoes/normal crops so not sure if that is actually a proper bug or not

[dusty tangle]

Hmm, I see.

[graceful galleon]

OH

thanksss!

[wild epoch]

Hello, is theres any way to get back your account if you forget the email you use to bind and want login in new device? My phone was stolen :,)

[graceful galleon]

what server are you in?

[timid spade]

hi everytime i want to purchase something it says this, idk what to do

[woven hemlock]

when those types of quests pop up, the quest dialogue to select will be a different color than the normal 'submit info card' button. it won't count if you submit it to the normal dialogue box, you need to first gather the specified cards and then submit to the quest dialogue box. if she has an excess number of dialogue options (which is possible, she has a lot right now), try scrolling up on the dialogue options, it should be at the top

[dusty tangle]

For this, you’ll need to show Customer Support in-game so they can verify this issue for you. This is something only they can look into.

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

[eternal nexus]

That helps a lot thank you so much. 💕✨I was really confused! 🥴

[humble pawn]

SEA

[woven hemlock]

not sure if you can try logging in with different emails to see which go through? i haven't had to log in in a while, so unsure whether it will detect that there's no account, or if it'll automatically create a new account

[wild epoch]

Okayy thank you i’ll try now 🥲

[oblique rover]

yesterday it glitched out and wouldn’t let me do the mlp watering tree after I collected all the badges hopefully it works today 😭

if it counts as a missed day (worked today) will I still have time to finish it?

[hasty remnant]

i cant claim my reward cause it says i need 22 pieces? but the winter furniture says it only has 21 pieces

[maiden wave]

Same!

[dusty tangle]

Do you mean the interaction bubble didn’t appear to water the tree ? If so, you can try moving around the tree a few times ( usually it takes around 30 seconds for me for the bubble to appear ) or simply change towns to see if that helps.

You still have 33 days left and you get 6 watering points a day, so yes you should be still fine to finish it.

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]

@maiden wave This is a bug that everyone is experiencing. We just have to wait for the developers to fix it.

[oblique rover]

you’re a literal slay queen thankq I appreciate you and hope your pillow stays cold ❤️

[hasty remnant]

guess we gotta live with a '!' for now o7

thanks for the info^^

[wild epoch]

Sorry, since i can’t login my acc for awhile. What happen to my monthly subscription? I just bought it yesterday 🥲 can the subscription carry foward until i claim it?

[dusty tangle]

The GAMG memberships can hold / accumulate up to 7 days of rewards until you claim it. Not more than that.

[solar egret]

Hi!
thanks for the guide and some tips
but sadly i'm still stuck on loading screen at exactly 39% loading to start, i haven't even seen the start button yet haha. this is just from the steam platform. thankfully other platforms work well. ❤️

[dusty tangle]

When you don’t see the START button ( after getting past being stuck at 39% ) what you should do is restart your device / PC.

Now, because you are stuck at this point though, the best thing to do would be to try to connect with a different Internet connection just to see if it lets you go through. The problem is most likely not your Internet though, I know. It’s just a temporary fix until the game operates more smoothly for all.

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 )

[solar egret]

but i never get past that 39%, its been 2hrs

[dusty tangle]

Yes - so please try connecting on a different Internet connection like I mentioned above

Usually when all else fails, a VPN should work. Almost everyone with your issue is using Proton ( which is free )

[stiff night]

Hello! Is there a problem with sending a badge? I have duplicates to send but it keeps saying “The final badge cannot be sent”

[woven hemlock]

make sure all of your badges are in the same place (eg all in backpack, or all in warehouse) rather than in separate places. this should fix the issue

[stiff night]

Thank you!

[lucid gazelle]

😭 MY CAT LIKES GOING UPSTAIRS TOOO-

[random schooner]

did anyone here used LDshop to buy Full Membership? how is your experience with the site? i'm planning to buy the membership through LDshop

[woven hemlock]

#gameplay-help might have more people willing to share their experience

[woven hemlock]

my dog follows me upstairs too, but from my personal experience, i've only ever had my pets block my stove once in my entire playthrough of heartopia so far do you have any pet beds/trees/etc? maybe you can put one nearby your stove to try and lure them onto it when you're cooking? idk if it'll work though, my cats don't usually use the cat bed/trees, but my dog likes to use it

begone, spammer
@spring plinth

ty etoile

or whoever got rid of it

[sacred lichen]

ehm

[bold girder]

so i trying geting spike from the box for the shinning set and when i did it didnt give me that badge and it gave me a diffrent one that i didnt need can someone help me

because ive spent so much money on this game and im about to quit this game with all these issues

[dusty tangle]

You can trade badges ( duplicates that you have ) with others at this channel #1473770666301063178

The event does intend to give you duplicate badges. It’s supposed to technically be another way to interact with others ( if you so wish to ).

[bold girder]

ok but that doesnt change the fact that i should of gotten the spike from the shining box and it gave me something else

wheni physcially claimed the one for the shinning set

but gave me a diffrent one

for the spike

[dusty tangle]

You should report this bug to Customer Support in-game when you have time.

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

In the mean time, you can try resetting your position by opening your watch and going to Settings ⚙️ . At the bottom there is a almost-transparent button that says Reset Position.

[dusty tangle]

Were you trying to get the Spike from the Nebula set ?

[bold girder]

i was trying to get it for the shinning set

but it gave me it for the flower set witch i already had

[woven hemlock]

congrats on entering the secret dimension (you can get back to the top by going to the Watch >> Settings >> Reset Position)

[dusty tangle]

What I do know is that the pack goes back to Shining by default so you often have to switch back to the pack that you want to draw from. I opened wrong packs several times because I didn’t realize this.

If you’re confident it’s a bug though you can reach out to Customer Support so they can investigate the draw for you.

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

@bold girder

[bold girder]

oh im confident.

[warped quail]

Hi guys, maybe anyone can help me with that: when Vanya is calling for his fishing event, my game "freezes" in the dialogue. Its not really frozen, but i cant continue the action and its stuck.
Same with Naniwa since he is placed in the forest

[proud bridge]

Is anyone else dealing with their game being super laggy?

[warped quail]

did u try lower the graphics

[dusty tangle]

Are you playing on Steam by any chance ?

Something you can try is repairing your game files to see if that helps and then restarting the game. You can find the repair button on the login screen ( it has a wrench on it ).

Otherwise though, you’ll want to report these crashes to Customer Support in-game.

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

[worldly urchin]

I do need help pls! Since 4 days it will be shown i can collect this. but on pc AND smartphone there is no chance to collect.. does anyone else have this problem?

[steady barn]

im having this issue as well

[solar egret]

@wet salmon yes, and like i said earlier, thank you so much for trying to accommodate my concerns and i already did the guide, i don't know why its still the same.
i used proton, using steam platform. still the same 🙁

[split harness]

I was gonna bind my account to another email

It's like this and I did repair 3 times and closed opened game 6 times

[sullen jetty]

Does anyone know how to get the game to read the input from a drawing tablet? I tried updating my drivers and disabling windows ink but the game still only reads the first time the pen touches the screen as a single pixel. I want to draw custom covers for my books and this is stifling my progress because I DO NOT have the patience needed to input each and every pixel on the canvas. If it's any help I'm using an asus tuf gaming f15 laptop and a xp-pen 12 2nd gen drawing tablet (copy pasting from the help center)

[lucid gazelle]

my cat is clingy so yeaah thats probably why she follows me three times to the stove so far.

[woven hemlock]

the game doesn't support controllers at this time unfortunately, so tablets aren't going to be usable / are going to be super glitchy

[dusty tangle]

@solar egret Then can you possibly try a different platform ? Such as playing on TapTap instead ? Or have you tried that already ?

You can find the download link here, at the official website

https://heartopia.xd.com/us/

@worldly urchin @steady barn

This is a bug that everyone is experiencing. There is nothing we can do except wait for the developers to fix this for us. They are aware of it though ! This was their response.

[tranquil nimbus]

Oh i was just about to ask about that.

much thanks!

[solar egret]

@dusty tangle haha yes other platforms work perfectly well
like i said, only steam is having problems, other platforms work perfectly fine. thank you so much ❤️

[dusty tangle]

Ooh I see. Okay, good to know at least you have options. I’m hoping this gets to Customer Support ( many others have had the same issue and reported ) and they eventually are able to fix this for you all.

[odd pelican]

my game freezes during fishing event. am I the only one having this problem?

[glossy flame]

Hello,
Please help me. I got 199 eggs on my warehouse early this morning. I bought 50 eggs additional for today. Then I transferred it to warehouse since I will be going to a fishing event and I need space on my backpack. When I get home, I was going to cook apple pie, then saw that I only have 199 eggs in my warehouse. the 50 eggs were missing.

[rapid ledge]

Hey guys is anyone special furniture bugged out as you can see I have all the winter furniture but won’t let me collect the wishing stars and it’s been like this since yesterday

[digital glade]

oh my god. i thought it was just me. i came here to write the same thing, the permanent red dot on my phone and "new collection" wont disappear

[strong parcel]

hi, i have a new friend in heartopia who has not yet topped up and she wanted the pink motorcycle. is there a way for me to top up for her as a gift?

p.s. she doesn't have bank accounts, she's still young.

[dusty tangle]

Does it only happen to you during fishing events, or whenever you use your fishing rod ?

If you have time, it would be good to report freezes and crashes 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]

Unfortunately, no there isn’t a way for you to top-up for her. You can only gift certain things to help another player ( ex: a vehicle, memberships, passes ).

[strong parcel]

how can i gift her a membership?

[dusty tangle]

@rapid ledge @digital glade

This is a bug that everyone is experiencing. There’s nothing we can do except wait for the developers to fix this for us.

[rapid ledge]

Ok thank you

[trim quiver]

is there anyone have publishing book issue? i can't publish a book because it won't let me enter brief tagline and description

[dusty tangle]

You must meet the following criteria:

Both of you must be developer level 15.
Your friendship level with her must be level 3.

[dusty tangle]

Even if you don’t see the cursor, try typing. The cursor for some reason is invisible. So just press or click in the box and try typing !

[strong parcel]

okay. we are still on level friendship level 2 but it won't take that long. thank you 🥰

[trim quiver]

AHHH IT WORKS, THANKYOU SO MUCH

[dusty tangle]

Once you meet the requirements, then you can go to your Acorn Store and all the way at the bottom you should see a new button that says gift mode.

[grizzled leaf]

One of my cats has been glitched for days. I'm unable to see it's interaction bubbles at all so I haven't been able to feed it. My other animals work fine

[dusty tangle]

I thought they fixed it I guess not.

A temporary fix for this would be to go into solo building for a few seconds and then exit the building mode. Approach your cats again and the interaction bubbles should appear.

[grizzled leaf]

That worked thank you!!!

[dusty tangle]

Was your backpack full at this time by any chance ? If so, you’ll want to check your mailbox 📬.

[rustic harness]

hello does anyone know what to do My friend can't claim the 60th item on gift box and also i cant seem to claim the stars on completely collecting the furniture on the snow event it keeps blinking but wont let me claim it same problem with my friend

[dusty tangle]

Which 60th item on the gift box ?

As for the that can’t be claimed in the Collections section, that is a bug that everyone is experiencing. There’s nothing we can do except wait for the developers to fix it for us.

[tawny bison]

I bought gems for $10 but when I checked my bank the game took 24.47 . Can I get my money back or can I get the gems I didn’t get for that price?

[dusty tangle]

For transaction issues, you need to contact Customer Support in-game as they are the only team that can investigate and work through this with you.

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

[tawny bison]

Thanks

[cedar moss]

Mine likes to throw me under the boat and waste my coins by not allowing me to participate.

[kind moth]

Update on my case: they are refusing to issue my refund and continue to make general statements; they are not helping me with my specific situation.

Maybe it's time to call my bank? I don't like this situation, but they refuse to give me a refund

[dusty tangle]

Fudge. I’m sorry to read this. I wish there was another way to deal with this but unfortunately they’re the only ones who can issue any refunds.

I know you’re probably frustrated and upset so if you don’t want to answer this question, don’t worry about it alright.

Basically my question is, did the purchase go to a random account on a different server ?

[dusty tangle]

I guess you can but I do need to warn you in advance, if you go this route your account will become limited ( won’t be able to chat, plant or do other things ). It’s your choice though because it is your money at the end of the day.

[kind moth]

It was just a different server, and it cost $30. I asked if they could manually switch servers and they refused. I asked for a refund and they keep saying no, because The purchase was successful, but it's still unusable for me because I don't use that server; I haven't even spent any diamonds.

[livid canyon]

I cannot claim this one how?

There is a error in the number

[dusty tangle]

Please report this bug to Customer Support in-game. They really need to fix this for everyone since it is game-breaking in a sense.

Also - did you manage to get out from this stuck position ?

For Customer Support in-game 

 Open your watch and go to Settings .
Near your account ID press on a button that says account management.
Press on Support Center and then press on .

[kind moth]

What?! I can't do gardening? But that would only be a problem on the global server account, right?

[dusty tangle]

This is a common bug that everyone is experiencing. There is nothing for us to do except wait for the developers to fix this for us.

[livid canyon]

Oo ok thank you ☺️

[dusty tangle]

Ya - I have personal opinions on this because it has happened too often to other players as well. I really wish the system was different on the website to ensure that these mistakes don’t happen because it is real life money at the end of the day. I’m really sorry this happened to you.

Basically if you do a chargeback or try to get a refund via your bank, then your account will go into the negatives on the game and as a result they will limit your account until the negative balance is corrected.

[cedar moss]

And then they wont fix it 🙂 even with the reports, like majority of their issues 🙂 I only got out of this after the event ended and the ship was back at land.

They are already losing players and it's going to continue to get worse. They've refused to fix known issues & hiding behind a "new game" excuse when it is not a new game 🙂 they just dont care 🙂

[kind moth]

But do these consequences only apply to the global server, or do they apply to the entire account, including the American and Asian servers?

[dusty tangle]

Ya, I get your frustration. I also wish they would be more vocal about the common bugs and such that are being reported. I wish they would have more communication with us.

[dusty tangle]

This is what I’m not sure of because I’ve never gone through it and the players who have gone through it only had one character in one server.

[cedar moss]

It will be their downfall. Which really is a shame because it's an adorable game. But they're failing miserably after pushing these servers globally.

[tawny bison]

Omg do this mean I’m not gonna get my money back

[kind moth]

This is very unfair; I don't want to lose my money or my account.

[kind moth]

What's your problem?

[dusty tangle]

I wouldn’t be able to tell you this because it’s really only Customer Support who decides and deals with these transaction issues.

[dusty tangle]

I know. Trust me, I also wish they would change the system to prevent this from happening on the website. Or at least just transfer the funds somehow.

[fleet timber]

hola necesito , ayuda ya que hice una compra hace unos dias y mande ticket para tener una solución y me dieron más problemas adentro de juego. me dieron un muteo de 10 años y me pusieron en -245 corazones me gustaria poder hablar con un mod ya que necesito ayuda y servicio al cliente no me responde:( y la compra cual hice nisiquiera me dieron respuesta

[tawny bison]

I have a 24.47 transaction for gems when I didn’t even pay for that option

[dusty tangle]

@kind moth See the player above who posted those screenshots ? This is what happens to accounts that do chargebacks or refunds.

[dusty tangle]

Estoy usando una aplicación de traducción, así que disculpa si mi respuesta suena extraña. El único equipo que realmente puede ayudar con esta situación es el de atención al cliente del juego. ¿Revisaste tu ticket para ver si te respondieron?

[fleet timber]

si lo revise pero hice lo que me dijeron y no funciono la respuesta

[kind moth]

Te permite hacer jardinería? Puede ser otra de las posibles consecuencias como menciono Kayla

[kind moth]

Que fue lo que te dijeron?

[kind moth]

Damn, now I'm really annoyed. I don't understand why they're being so drastic with cases that have a solution.

[gray tartan]

i cant click this star idk why

[dusty tangle]

Oh sweet, you speak Spanish. That’s great.

Personally, I also don’t understand why they aren’t so willing to correct the issue. So sorry, I can imagine how frustrating this is honestly.

[fleet timber]

ya me descontaron el dinero de mi cuenta de banco y no pasa nada mas que me mutearon y lo que cuento

[dusty tangle]

This is a known bug that everyone is experiencing. There is nothing we can do except wait for the developers to fix this for us.

[gray tartan]

Ohhhhh thankss

[kind moth]

Yes, I'm not very good at English, my level is B2, so I used a translator and then corrected any mistakes. So I can help you help this person if you need it.

[cedar moss]

Fine then. STARVE. Making a feeder, requiring stars for purchase... just for our animals not to use them is a garbage move on their part.

[kind moth]

Yo te recomiendo que esperes los 2 días que te dijeron, y también llames al servicio de atención al cliente donde realizaste al pago para ver si el problema se origina con ellos, en caso de que no, solo queda esperar

[fleet timber]

entiendo y que puedo hacer con lo del mute , si eso lo hace heartopia

me mutearon 10 años

hasta 2036

😭

[dusty tangle]

My cats are being picky too, but sometimes they will eat from it

[kind moth]

Lleva un lienzo contigo a todas partes y escribe con el, o te deja enviar cartas? Puedes comunicarte con cartas entonces, si no, solo te queda el lienzo o jugar en llamada con amigos

[fleet timber]

okayy tysm 💗

intentare mandar postales

[dusty tangle]

What are you putting in the automatic cat feeder by the way ? Someone told me to only put in cat food ( not even universal food ) and that seems to be working better for me personally

[kind moth]

Puedes ayudarme a mi también? Quiero hacer un reembolso por qué tampoco me dieron ayuda alguna, y quiero saber si te deja hacer jardinería o hay alguna consecuencia además de los diamantes negativos y el muteo

[cedar moss]

A couple universal was in but mostly cat food (because I had left over universal in my storage)

[fleet timber]

ok lo intentare

[kind moth]

Muchas gracias, y discúlpame por pedirte eso cuando ya tienes bastantes cosas encima

[formal minnow]

Can’t claim stars ✨:(

[dusty tangle]

This is a common bug that everyone is experiencing. There’s nothing anyone can do except wait for the developers to fix this for us.

[uneven island]

Hi.. I asked for help regarding my friend's problem.. Someone had suggested vpn.. She did everything.. Nothing works.. Help center told her network problem but her Wi-Fi connection is totally fine .. What to do now??

[dusty tangle]

Is this happening on Steam, TapTap or mobile phone ?

[uneven island]

Mobile phone.. IOS

[patent robin]

hii need help, i wanna top up from the webpage ||https://webpay.xd.com/heartopia?lang=en_US|| and im using Facebook as my acc bind, i can't login using Facebook from the web it just sends me back to "Please log in..." after ive pressed Facebook and done the procedure

help

[dusty tangle]

Oh I think I remember this now. Your friend had tried everything right ? Uninstalling and reinstalling and all of that ?

[modest sorrel]

Please, I can't claim this star reward, is this a bug? 🙁

[dusty tangle]

This is a common bug that everyone is experiencing. There’s nothing anyone can do except wait for the developers to fix this for us.

[dusty tangle]

Can you try logging in again ? It does that to me often and I usually need to try logging in twice or even three times before it works.

[patent robin]

i did.... it's still not working

[modest sorrel]

I thought I was the only one having this problem, thanks for the info.. I'm quite relieved 🫶🏼

[patent robin]

do i need to use vpn or sumt

[dusty tangle]

Can you try binding your account in the game to Google or Apply or another login method and then try again on the website ?

Alternatively you can make in-app purchases directly in the game.

[patent robin]

lowkey

ive binded my Google to another pre-launch Hato account

and ive been searching ways to delete a Hato acc

[dusty tangle]

You should be able to delete accounts in-game.

Open your watch and go to Settings . Then near your account ID there is a button that says Account management. There is where the option is to delete an account.

[patent robin]

fr?

wait can i swear /genq ||wtf|| i just knew abt tht

💀

okay... nice to know tht exists

thank you Discord user sweetkayla_xo

[dusty tangle]

You’re welcome ! But as for your first problem, can you log into the game with your Facebook account and just make your purchases there ?

[patent robin]

yep i can, tho what im chasing is the discounted price over in web purchases lol

[dusty tangle]

Makes sense. Well at least you can do it in-game. Maybe you can report this to Customer Support ( if you want ) to let them know Facebook isn’t letting you log into their payment website.

For Customer Support in-game 

 Open your watch and go to Settings .
Near your account ID press on a button that says account management.
Press on Support Center and then press on .

[fading crag]

My game has this frequent bug, and even if I exit and return, it's still the same. I can't do anything when the map is bugged like this; I can only walk. Details: I'm at home, but the game says I'm not.

[shut gale]

I’m having a glitch where I can’t interact with any cats. Anyone else?

[dusty tangle]

It’s a common bug others are experiencing it too. When this happens all you need to do is enter solo building for just a few seconds and exit the building mode. Approach your cats again and the interaction bubbles should appear again.

[shut gale]

Oki ty

[dusty tangle]

Do you have any sort of controller plugged in or trying to connect via Bluetooth ?

If no controllers, are there any other devices at all trying to connect via Bluetooth ?

[wheat cape]

Anyone else getting this message when trying to trade badges ? How do I fix this?

[white rampart]

I was about to ask the same thing 😢

[dusty tangle]

Your groups of badges / the whole pile of duplicate badges need to be together. So all your duplicates need to be together either in your backpack or in your storage so the game understands that you have more than one to be able to send them.

[wheat cape]

Ohhhhh

[fading crag]

I've already closed the game several times and restarted my PC. Sometimes it opens normally, but then it freezes like this. I can't jump, cook, or collect gifts from my pets; I'm practically immobile. This happen also in my iPhone

[dusty tangle]

This is a common bug that everyone is experiencing. There’s nothing anyone can do except wait for the developers to fix this for us.

[ripe flicker]

Hello, my screen suddenly became an itty bitty small size in TapTap PC, I restarted the game several times already. Didn't change the size. So I tried to navigate the game to full screen, and restore the graphic settings to default resolutions. Still doesn't work.

Now whenever I boot the game I get this low graphics : (

The strange thing is, I didn't even change any settings in the game before logging off.

[celest fulcrum]

I moved over to steam- taptap was glitchy

[ripe flicker]

Ahhh that's terrible!! Does reinstalling the game work, I wonder...

[celest fulcrum]

You can try but steam is a lot more reliable

[fierce cliff]

so its not letting me claim, even tho its just 21/21 for collection

[dusty tangle]

What you can try to do is manually change the width and height of the game by following these steps. Once at this width and height then go back into Settings and adjust the graphics.

[half falcon]

I was about to send the same thing! I’ve never had this issue before, it won’t let me redeem it either.

[dusty tangle]

This is a common bug that everyone is experiencing. There’s nothing we can do except wait for the developers to fix this for us.

@half falcon

[half falcon]

Thank you 😊

[ripe flicker]

Wow thank you!!! Works like a charm.
Somehow it was 161 and 212 pixels before I edited. 😱 so tinyyy

[fierce cliff]

Can i ask about the ponograph in-game, the music gets cut off or something when turning the camera view and moving around the house. But when in mobile doesnt really happens

[tired geode]

Hii, I'm having a problem every time I try to buy the €2.99 pack (golden acorn ticket). Does anyone know if they have the same problem?

[mellow spire]

same thing for me!!! i literally came in here just to ask for help

[unreal fossil]

Um does anyone know how to get the mlp badges?

[dusty tangle]

If you’re having transaction issues, then you need to reach out to Customer Support and they’ll guide you or explain what’s wrong.

For Customer Support in-game 

 Open your watch and go to Settings .
Near your account ID press on a button that says account management.
Press on Support Center and then press on .

[rustic wadi]

Hi I’m trying to water but whenever I click it doesn’t give me the option to choose and I don’t know how to get rid of the yellow selection box…

[dusty tangle]

You can read more about the event here, in this guide

#1472018782976344195 message

[dusty tangle]

Can you try changing towns to see if this helps ?

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.

[steel pond]

is anyone missing the chat icon on the bottom left? i've tried on pc, ipad, and mobile but its not there even after i try repairing my game

[dusty tangle]

When did you begin playing ? Do you have any friends added ?

[steel pond]

i downloaded it a few days after launch but didnt really start playing it till much recently - dont have any added

[dusty tangle]

Ah I see. So in my experience ( when making new characters ) the chat button will only appear after you add your first friend. If you’re on the America server, you can add me quickly to unlock it and then delete me if you’d like.

[steel pond]

ohh gotcha! do you mind if i added you to see if it activates?

[dusty tangle]

Sure thing ! One sec

3xf9bxx

[steel pond]

alright just sent!

ohh wow you were right! i got the pop up for chat activated haha

[rocky pine]

Can anyone else claim these wishing stars from the fashion wave penguin set stuff? For some reason, I can’t even tho, I have the full set.

[dusty tangle]

Ta-da ! Yes, all those characters and tutorials I went through come in handy for specific issues like this lol. You can feel free to delete me or keep me on your list in case you need a friend for something in the future.

[cobalt anchor]

Its an ongoing and known bug with no fix yet

[rocky pine]

Oh okay, thank you!

[steel pond]

i need to stop skipping those tutorials fr LOL - but thank you!! appreciate it

[teal gate]

Can i ask help about this, I can't redeem the wishing star on this set. The target is 21 items but i got it over until 22 so it seems i cant redeem the last wishing star

[silver dome]

the ice skating ring is glitched and i can access the ocean underneath it o.O

[dusty tangle]

This is a bug that everyone is experiencing. There’s nothing we can do except wait for the developers to fix this for us.

[mellow spire]

accessing out of bounds areas in video games always scares me idk why

[silver dome]

i went further into the ocean and i drowned 😔

ok i will say, if anyone else sees this do NOT go in the ocean it can make you stuck 😭

[dusty tangle]

This should be reported as a bug to Customer Support ( if you want to and if you have time ).

Otherwise you can leave the area with the bus stop and come back to see if it’s fixed. If it isn’t fixed then you can restart your game to see if that helps.

For Customer Support in-game 

 Open your watch and go to Settings .
Near your account ID press on a button that says account management.
Press on Support Center and then press on .

[silver dome]

thank you, i will do that!!

[dusty tangle]

Oh I see now you got stuck after going into the ocean. If what I suggested doesn’t help then you can reset your position via Settings . There’s a see-through button at the bottom that says Reset Position.

[silver dome]

i submitted a bug report, i didn't know how to do that before hehe.. sorry for sending it here, and thank you for your help!!

[reef swift]

lol I was literally coming here to ask this!! Thank you! 😂

[silent fiber]

Everytime I close heartopia it keeps saying it’s keeps running is there a fix?

[runic reef]

i have duplicate egg furniture items from picking the event egg station on other townies homes, but i can’t delete the duplicates.

i just sent a ticket but wanted to come here and ask if anyone else had this issue.

[abstract sigil]

Same

[abstract sigil]

Not an 'official' fix but I windowed the game just so I can close it manually with the x top right. This instantly closes in steam as well.

[green hill]

hello i got a question if i give a steam gift card to a friend can he use it to purchase ingame stuff in heartopia?

[silent fiber]

I did that but It still says it’s still running and the task manager is not showing heartopia

[kind moth]

Update: I spoke with my bank to check on a chargeback, however they can't proceed directly with the process because they first need to initiate the refund with Heartopia. However, they still haven't offered me a refund and continue to reject me with their general "Completed orders are not eligible for a refund" Policy, however, I believe my case should not fall under this policy. I sent another message in the same customer service conversation; I await a prompt response..

Translation: Dear Heartopia Support Team,
I am contacting you again regarding the top-up made on the incorrect server. As I have previously informed you, the diamonds have not been used and remain untouched in the account.

After consulting with my bank, they advised me that before proceeding with a formal claim (chargeback), I must first exhaust all options directly with the merchant and request a solution through this channel. The bank has requested proof that I attempted to resolve the issue directly with you and that no viable alternative was offered.

For this reason, I formally reiterate my request for a refund of the top-up.

I understand that your policy states that completed orders are not eligible for refunds; however, in this specific case, the digital goods have not been used and the error was detected immediately. I would like to request an exception for my case, since even though the purchase was completed, I cannot use these diamonds as I do not use that server.

I would appreciate a clear and definitive response so that I can inform my bank of the outcome of this matter. My intention is to resolve this directly with you before escalating the case.
I look forward to your prompt response.

Any advice? It's too much money for either the bank or Heartopia to offer a solution

[dawn temple]

Since yesterday I can’t log in I can’t log in I tried repair but it doesn’t help what should I do

[fiery compass]

Me too

[autumn garnet]

Me too

[silk sparrow]

Until yesterday I could log in normally, and now it's been like this for hours, what should I do??

[dusty tangle]

@dawn temple @fiery compass @autumn garnet

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 )

@silk sparrow

[oak karma]

How do we fix this INSANE RNG on purchases? I should not be able to get the same item 3 times in a row. Epic item at that. The duplicate system doesn’t pay enough and rolls cost too much to even allow the same item to be awarded 3 times. So HOW do we fix it.

[vocal burrow]

Cannot click to obtain the last reward on this collection

[tawny bison]

How long it take them to respond

[rocky pine]

Ur welcome!!

[mortal rampart]

Help??

[dry ferry]

I got everything but it will not let me get the last set of stars any fix for this ?

[kindred pumice]

im trying to log into the game with google, even though my internet browser says the login was success but I cant log in to the game

can someone help?

[mortal siren]

my tree shadows keep glitching and it’s hurting my eyes

[mossy beacon]

I know it is a known issue, but 4th day and cannot collect this reward. Just brings up the description when clicking on both PC and phone.

[gusty grove]

Visual Glitch when the Camera/Player moves with Flooring on top of Igloo Blocks and Half Bricks

[gloomy epoch]

So i tried to log into my laptop because i started on mobile and i wanna try to log in with gmail but i have two and i logged in through the email i didnt use when i started so how do i log out or try to sign in with a different email? I already uninstalled but still logs me in

[scarlet warren]

I have a bug that is seems to lock my character in place after attempting to fish, I have to reboot the game before it's fixed. is this a known issue? - And this time, when I rebooted, I'm still in the same spot attempting to fish. And I can't move. Like I'm glued to the ground.

[spring plinth]

Yes this is a known issue

Best options is to do as you did, to reboot the game, or your device

[spring plinth]

You click the person icon on the starter screen on the middle topish right corner and you’ll see the log out button!

[scarlet warren]

Thank you for your response, I thought it was something I did.

[spring plinth]

You didn’t do anything! There are a few know issues as of now, including collecting the stars from the penguin building materials won’t work @mossy beacon

[ripe apex]

my friend cant click blueprints from the watch, any helps?

[spring plinth]

Has your friend joined a new town or rebooted the game?

[ripe apex]

it wont worked

[gloomy epoch]

I did try that and attempted to log or how it says there to bind my gmail but i cant or see no option to sign with a different email i think i messed up signing in with the email i didnt use when i started on mobile

[spring plinth]

After doing both of those things?

[ripe apex]

ive found the fix, repairing game data fixed the bugs, thank you! @spring plinth

[spring plinth]

I’ll screen record for you hold on

[spring plinth]

Yay! I’m glad!

[rocky cedar]

Does anyone know how to get the premium hobby tickets??

[spring plinth]

Ooh I see what you mean, you want to change the email

Unfortunately I don’t think this is something we can do, I’ve tried but I will double check

[gloomy epoch]

Aww okay i was thinking that too but yes please if you may ty again!!!🫶🏼

[viral hinge]

I think you only get those from lvl'ing up

[gloomy epoch]

Oohh i looked it up you think this is possible?

[wild citrus]

Acabei de realizar uma compra de 680 amoritas, o pagamento foi realizado, porém o item não foi entregue no jogo.

[spring plinth]

I had looked up the same a couple weeks ago, and tried clicking anywhere to change it but did not manage. I do not think it is possibly to change it if something is already bind there

[gloomy epoch]

Aww okay nw!!

[foggy osprey]

Hello, sry, can you help me, pls? I don't know what am i doing wrong:
Every time, when i want buy some stuff in official store (Russia), i see this massage, and when i log in and choose some thing, i see again this massage:(

[twilit gorge]

Does anyone else having this sometimes it works and then it doesn’t i tried everything i deleted it multiple time i even tried to open it w multiple launchers

[dapper laurel]

So i had a question, not sure if this belongs here, but it is technically a technical help question..
Yesterday i was working on a Macro Recorder script to be able to play a song (specifically the Skyrim song "The Bannered Mare") in game on my lute.
When i booted the game today (while Macro Recorder was running) it gave me a warning pop-up about third-party software.
I read in the home screen notifications that the use of third party tools to gain an unfair advantage is a bannable offense.
Is using a keypressing script in order to play a song on an ingame instrument an unfair advantage?
And can i get banned purely for the game detecting me using Macro Recorder?

[jaunty crow]

@spring plinthhey haha

[woven hemlock]

@spring plinth @somber rose begone spam

[spring plinth]

Thank youuuu

Spamspam

[woven hemlock]

Using macros to play music counts as 3rd party apps and is a bannable item under the game’s policy, yes

[dapper laurel]

[urban sparrow]

!!!!! FOLLOW UP !!!!!

NOTIFICATION IS ANNOYING! PLEASE FIX ASAP

[woven hemlock]

@spring plinth @somber rose begone spam take 2

[spring plinth]

Bye bye

[woven hemlock]

The people in this channel are players like you, if you want to pressure the devs to fix it, please send a ticket using their in-game support center

• From the start screen, Settings >> Support Center >> Contact Customer Service.
• From in-game, Settings >> Account Management >> Support Center >> Contact Customer Service

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.

[next anchor]

When will the Winter Showscape issue be fixed? I still can’t collect the reward

[woven hemlock]

Generally I wouldn’t trust the AI summary unless it’s source comes from something verifiable by the actual game. You’ll notice that the AI summary here is pulling this info from “Unisoft Mobile Support”, the first bullet point talks about “Frontiers Help Center”, and the second bullet point refers Youtube. This is an indicator that it’s pulling its information from other sites/games and not about Heartopia itself

[woven hemlock]

Unknown

[thin drum]

if you're on pc do you have a controller connected? If so, disconnect controller. I know that is a fix for it, my friend had that promblem a while back.

[hazy path]

Is anyone else having trouble collecting the last set of 30 stars when the finish the winter snowscape furniture ? it wont let me collect the stars :c

[hard wren]

Ew ai

[scarlet warren]

Just disconnected, we'll see.

[hazy path]

ah i see others are having the same problem

[urban sparrow]

EVERYONE WHO TOP UP HAVE THIS ISSUE. WE DIDN'T PURCHASED THE IN GAME ITEMS TO GET A PERMANENT NOTIFICATION THAT YOU DEVS CAN'T EVEN FIX.

[next anchor]

Hopefully in the next maintenance

The red dot is annoying

[native snow]

Hi, are the friends' CDs being sold at the Annie’s store bugged right now? I’ve tried leaving and rejoining my friend's island, but it’s still the same one all the time.

[urban sparrow]

Players who top up will just get a standard, copy-paste reply from customer support 😅 WE NEED A FIX!!!!!

FIX FIX FIX FIX FIX FIX FIX FIX FIX FIX FIX FIX FIX FIX FIX FIX FIX FIX FIX FIX FIX FIX FIX FIX FIX FIX FIX FIX FIX FIX FIX FIX FIX FIX FIX FIX FIX FIX FIX FIX FIX FIX FIX FIX FIX FIX FIX FIX FIX FIX FIX FIX FIX FIX FIX FIX FIX FIX FIX FIX FIX FIX FIX FIX FIX FIX FIX FIX FIX FIX FIX FIX FIX FIX FIX FIX FIX FIX FIX FIX FIX FIX FIX FIX FIX FIX FIX FIX FIX FIX FIX FIX FIX FIX FIX FIX FIX FIX FIX FIX FIX FIX FIX FIX FIX FIX FIX FIX FIX FIX FIX FIX FIX FIX FIX FIX FIX FIX FIX FIX FIX FIX FIX FIX FIX FIX FIX FIX FIX FIX FIX FIX FIX FIX FIX FIX FIX FIX FIX FIX FIX FIX FIX FIX FIX FIX FIX FIX FIX FIX FIX FIX

[proud ingot]

erine_13 has been warned

Reason: Duplicated text

[woven hemlock]

Doing this in the help channels is just going to get you muted, you know

[dapper laurel]

lol that was removed fast

[woven hemlock]

Didnt even have time to ping lol

[dapper laurel]

I'm conviced the mods can smell scams

[granite ravine]

Um… am I missing something? 😭

[woven hemlock]

The winter set collection reward is bugged, devs are aware and it will be fixed eventually

The set has 21 items but the star wants 22 before it can be claimed. All we can do is wait for it to be fixed

[vocal parrot]

Are the truffles bugged? Whys there so many

[hardy shell]

Seems like my cats aren’t interacting with my automatic feeder ? Ive tried placing it inside + outside. And still they end up hungry, i also ways have it full, and it only ever goes down a tick or two?

Any tips?

[foggy solar]

There's these new players having trouble finishing the water 8 crops quest (for beginners) they can't progress because of it, is there a way for it so that they can finish it?

[dusty cloud]

they may be already watered, try watering your neighbours ones!
also you can't water crops when it's currently snowing or raining. if that's the case then just wait untill it stops doing so (you can see what weather it is at your top phone widget in game)

[mossy perch]

Could this be fixed? I wanted to make something like a bar counter on the terrace with stools outside, but I’m not exceeding the height limit. Even if I try placing the shelf lower, it still says I’m exceeding the height, but I’m not, it’s level with the terrace wall

[dusty cloud]

sadly cats and dogs are unique but majority of them are really skeptical towards the automatic feeder. a lot of people say it doesn't work for them because pets don't want to eat from it
simply make sure you're petting your cat and it's in a good mood! afterwards just wait and pray
also there are people saying that placing specifically cat/dog food helps, make sure not to use the universal one too

[ivory parrot]

Hello I wanted to share my experience; maybe it can help others too!
I just started playing the game, and I ran into the white screen issue where it gets stuck.
Some people fixed it by deleting files in AppData or clearing the cache, but that didn’t work for me.
I even tried the TapTap version, but it was the same.
I also tried changing some settings in the config files and forcing different startup options on Steam,
but in the end all I had to do was set the game to High priority in Task Manager, and it started immediately,,,

I hope this helps someone else too, and sorry if this isn’t the right place to share!

[woven hemlock]

A random amount spawns on the island each time, between 3 and 7 iirc

[mint rapids]

is there a limit for the ingame translation?? my friend cant use it anymore it says exceeded the limit?

[woven hemlock]

The in-game translation uses an ai model, so depending on what they use, there might be a limit. Could contact the support team for confirmation?

[upper tapir]

Same problem, how do i fix this???? driving me nutty/

[jaunty crow]

its a bug

[upper tapir]

darn.

[jaunty crow]

@spring plinth

[spring plinth]

Dankkke

[hazy locust]

I've done everything that I can (as far as I know), but I'm growing a little desperate. Ever since the MLP update, I haven't been able to open the chat function to talk to my friends. I can still chat normally at coffee umbrellas, but pressing enter or clicking the chat bubble icon in the bottom left does nothing. I play on Steam; I've verified file integrity through Steam, repaired files through the in-game login screen, restarted my game, and contacted customer service. The only thing left that I can think of to do is a full reinstall, but I don't want to lose all my photos. Is there anything else I can do, or at least anyone else with this problem so I know I'm not alone? Customer service told me they were reporting my problem to the relevant personnel but have not given me any assistance beyond that.
Another weird tidbit is that the chat functions normally on my phone- it's only on my computer that I can't bring it up.

Edit: If anyone finds this and wants to know how I fixed it, I did end up doing a clean reinstall. I had to use a third party software to remove all leftover files, though- just uninstalling through Steam wasn't enough to fix it. I was at the very least able to favorite all of my photos, though it did take a while...

[jaunty crow]

cant claim stars even though its 21/21? bug

pets in way of cooking and making you burn things? bug

cant interact with pets? bug go to bui.d mode then get out

missing anything?

[distant sorrel]

@twin yacht

[austere anvil]

@twin yacht
Server Transfer Request
Hello Heartopia Support Team,
I accidentally started my account in the Asia server, but all my friends play in the SEA server.
Because of this, my ping is very high and I cannot enjoy the game properly. I have also spent money on my account, so starting over is very difficult for me.
Is it possible to transfer my account to the SEA server one time?
I would really appreciate your help.
Thank you.

[jaunty crow]

doesnt work like that. momail is for IN SERVER stuff. you cant transfer data between servers, you gotta restart

+modmaiol you gotta dm

[steel fern]

Hello, i unlocked the onsen egg food recipe but i cant use it, is that recipe bugged?

[jaunty crow]

onsen mountain

[cobalt anchor]

If you star your photos i believe its saved to the game and you keep it when you log in. I can confirm this and check for you in a couple hours once im home, since i reinstalled my game once on my pc

[haughty granite]

for anyone that is playing heartopia could someone help me? if you even know how. so whats going on is i got the game. but when i click log in from google and or facebook i have tryed both. it brings me to the webpage and acts like it's doing it's thing and then tells me i'm logged in to the game. but the game just sits at the sign in screen and nothing happens. on the website there is a button you can press if the sign in does not work. but the button also does nothing

[cobalt anchor]

At least when you star photos you can access them on two devices so im assuming its saved directly to game cloud/server whatnot

[steel fern]

Is there a kitchen?

Or how do i make it?

[jaunty crow]

holdill get a pghoto

[cobalt anchor]

Its small baskets in the water, set of 3

[steel fern]

oooh, thx

[mint glacier]

it's cause you denied the permission for lan access. clear your browser's cache, or set a new browser to default and attempt to log in again, accepting the permission (if you feel like it. it's a new thing that chrome requires perm for, but originally, stuff would just do it anyway lol. so it's not like youre MORE at risk for accepting it)

[woven hemlock]

another player said that they had the same problem RE: chats not working on PC, they did a full re-install and it fixed the issue...

RE: not wanting to lose your photos, you could manually save them to your device, or star them so they're kept with your file, that way you still have access to them

[haughty granite]

nothing came up for me to accept in the first place also i'm not useing chrome. but i can try to clear the cache and see if it does anything for me.

[jaunty crow]

what browser?

[mint glacier]

huh, maybe the browser youre using auto denied? idk

[haughty granite]

i have tryed 2 browsers my main one is brave and then i tryed the edge one that comes on windows both did not work. but i will try to clear the cache right fast

[jaunty crow]

did you try to restart game? or reinstall

[haughty granite]

i did both and i even tryed to click the repair buttion on the game as well and nothing worked.

[mint glacier]

where are you located, if you dont mind me asking? you dont need to say, but yea, maybe what im saying is relevant: I know people have trouble with XD games servers, mostly in SA. using a vpn to solely log-in / patch usually works, then can be turned off after

[haughty granite]

i'm in NA atm. i could try a vpn and see if that helps any but i don't think it will.

[mint glacier]

hmm idk. last scenario id rec is trying chrome / making it default, then accepting perm when asked. maybe the other browsers default deny or something

i say this just from experiencing the same thing, but using chrome specifically

[haughty granite]

so what you are saying is i should try using chrome?

[mint glacier]

if you feel like it; maybe it will make a difference?

[haughty granite]

ok i will try it out and see

[quaint jetty]

There's a bug that doesn't allow you to pick up the wishing stars after completing the pinguin furniture set, idk where to report the bug

[mint glacier]

it's very known and affecting everyone

[haughty granite]

ok that fixed it and worked for me thanks for the help and the info.

[jaunty crow]

cant claim stars even though its 21/21? bug

pets in way of cooking and making you burn things? bug

cant interact with pets? bug go to bui.d mode then get out

[mint glacier]

awesome - good to know that other browsers might cause that issue, too

[distant sorrel]

@twin yacht

Apologies for doing this, but I'm actually having trouble using modmail.

My problem is that other than mentioning roles, I can't send messages in any channels since yesterday afternoon.
I'm not sure of what I've done wrong or if I've done anything wrong as I never got a message regarding why I can't send messages in channels.
Please let me know what I've done wrong and if it can be fixed.

[jaunty crow]

doesnt work like that. you have to dm it

[woven hemlock]

could you describe what type of error you're facing? what happens when you try to send a message in a channel?

[rich prawn]

does it need to be a non winter mallard? i’m going crazy 😭

[woven hemlock]

yes

[jaunty crow]

OH I READ MESSAGE WRONMG

[distant sorrel]

@woven hemlock
The send message button is completely grayed out instead of blue.
When I type a message, I can't send it.

[woven hemlock]

which channels are you having trouble typing in?

[rich prawn]

this is going to sound dumb, but how do i get that

[distant sorrel]

All of them other than this one

[jaunty crow]

can you sghow a screenshot?

[sharp axle]

I cant click on the final lot of stars to recieve them after completing the collection. I've closed the game multiple times and even reset my phone but they still won't let me click.

[dusty cloud]

its an ongoing bug! don't worry, it had been reported yet and you're not alone on that. majority of people who have finished the frostpore event collection experience that
thought there are sadly no current fixes known. the only way of dealing with it is just waiting for the next patch hoping that they'll take care of it

[distant sorrel]

It seems to have worked itself out. It may have been the slowmode response

[dreamy gyro]

Has anyone else had the issue of not being able to claim these rewards? 💕

[woven hemlock]

not dumb at all, birds can be hard to find. they can randomly appear iirc in any lake/pond near town, similar to the winter mallard

[sharp axle]

thnkyou so much I hadn't realised it was a widespread issue

[dusty cloud]

you have claimed it already if you can delete it but just incase press "claim all"

[sharp ledge]

Has anyone else experienced an issue/bug with using the bug net?

Just wondering if it's a me thing or the game thing

[woven hemlock]

Are you frozen after pulling it out? Please look for any controllers currently connected, and unplug/fully disconnect them! This can include Bluetooth devices like headsets, Logitech devices (and sometimes keyboards). The game is not controller-supported, which can cause this glitch

[sharp ledge]

I didn't even realize i had one connected until you said this! Tysm

[tame kraken]

I got a question ive done the frostspier event more than once and it wont count it as completed after I have finished the event

[woven hemlock]

It doesn't usually cause issues, so easy to miss!

[tame kraken]

Butterfly event

[woven hemlock]

You need to complete the one started by Naniwa, which starts at certain times. Check the frostpore butterfly event page, at the top it will tell you when Naniwa will next start the event

[dreamy gyro]

Thanks for your help. It didn’t add the banners to my inventory so I’m still a little confused.

[dusty cloud]

try checking your warehouse. your inventory may be full and if it is it'll go in there

[tame kraken]

Okay I keep doing it and it dosent count as completed the event

[grim citrus]

So for recipes is there a way I can see them? Like if I didn't learn them yet?

[woven hemlock]

Can you show the quest you're trying to complete? Just so I can confirm it's the one I'm thinking of

[dusty cloud]

on the stove no, check your inventory to learn em thought

[grim citrus]

Ah oki

[woven hemlock]

Collection tab on the Watch, you should be able to scroll to see the ones that are available to unlock, but you won't be able to see what the ingredients are until you learn the recipe I think

[grim citrus]

Oh is that for the cooking recipes as well?

[rich prawn]

tysm!

[tame kraken]

From what that says its on Friday

[dusty cloud]

it's everyday! it is showing you when the event will start for the event that's closest to your current time

[distant hedge]

I'm trying to feed My pet but there is no options over them for Me to do so

[tame kraken]

Im central time

[dusty cloud]

PETS ISSUES
if your pets are stuck up in the sky or in the ground / you can't interact with them for no reason at all then enter build mode and then exit it. should help! it's a really common bug which is hopefully getting fixed soon by the developers
IF that didn't help:

• start a tea party and then cancel it
• change your town
• restart the game
• turn your wifi on and off
• go to the title screen and press the wrench button
  -# specially for stuck pets:
• enter build mode and move roof/wall your pet has been stuck in and then put it back
  alternatively you can wait for them to come down

! those are temporary fixes. if you have this issue again you'll have to redo it
-# made by shun

[tame kraken]

[woven hemlock]

Just to confirm, you're going to the frostpore event near the deer tower? Not the one at the onsen?

I'm assuming you are since you completed the other tasks

But the time listed is adjusted to your local time, so if you receive the call at 12:00 Friday, it should be the correct one. The NPCs only start their events at certain times, the other calls are from other players

[woven hemlock]

Yeah, so for example I couldn't click the Picnic recipe until I was a high enough level, it was just greyed out in the Collection tab because it still exists until I could unlcok it, which will turn it a pale yellow

[ember linden]

I was so excited to unlock the pie just to learn I can not substitute the fruit?!?? 😭 do we unlock berry pie later?

[woven hemlock]

Only one type of pie right now I think

[ember linden]

Where can I submit a request for more pie options?

[woven hemlock]

#suggestion or through their feedback form in the game

[ember linden]

Thank you!! We deserve more pies! 🥧

[trail ember]

Does anyone ever have issues with one of their cats not being able to be fed or given any other action? I can feed and take care of my other two pets just fine except one. It's been like this for weeks

[next mist]

Hey Heartopia team, my player id is: bmz6kwj I am having an issue where I redeemed the final event item to learn to build the cable car but it is not showing up in my building permit items. I do not have the recipe anymore (since I learned it) but do have evidence that I did get it from my mailbox. Please help 😄

[woven hemlock]

can you first confirm that the recipe isn't in your backpack or warehouse? sometimes the game lags and doesn't register that it was learned, so this is just to double check.

secondly, i think the recipe for the cable car might be an item you build on the workbench, so can you then check the workbench to see if it's there? i don't have the cable car, so i'm not 100% sure on this part. if it's something you find through the building materials, it would be called 'build permit' not recipe, is why

[woven hemlock]

Help! I can't interact with my pet because it has no action bubbles!

It has glitched on an action, as a temporary fix you can:

• go into build mode for a few seconds, move a piece of furniture, then save and exit, or
• switch to a new town to reset both of your positions back to the front of your house
  either of these should clear the glitched action and let it be interactable again

[trail ember]

Hi! Thank you this seemed to work by going into build mode.

[next mist]

You are correct, its the workbench 😄 TYVM! It's there

[runic thicket]

the hidde phase in the fishing event wont trigger, pets keep clipping into half wall level floors, ice sculpture star rates are present so if you do better on one it can still score less than one you put less effort into. The last update has bugged so much stuff out

[woven hemlock]

@spring plinth spam again

[pallid epoch]

I can’t connect to the game either and my WiFi is fine. I also did not receive the my little pony daily gift for getting the 6 badges with the tree earlier

[echo trellis]

I changed my blueprint and my white medium fishtank that costed a billion gold is suddenly gone and its not in my inventory or warehouse ??

[woven hemlock]

Help! I can't log in / I'm getting a timeout error / It's stuck at loading / etc

The game's optimization isn't great, so even if you have good network connection, the game sometimes has trouble finding it, which can cause these sorts of errors. You can try:

• Restarting your router
• Manually forgetting your WiFi and manually reconnecting to it

A lot of people were successful with using a different type of Internet connection just for log-in purposes, eg:

• a different WiFi
• 5G, LTE
• Cellphone data / hotspot
• VPN
  once you get into the game, you can switch back to your normal internet connection

@pallid epoch @mossy sigil try the above first and see if they help regarding connecting

[runic thicket]

I really hope actual users get codes for the severe bugs, cause a blanket share for everyone is not fair to the amount of in game currency or items people are losing

[dry bramble]

is there a reason why game is laggy?

[woven hemlock]

can suggest it to the devs through their support center, they don't look in this channel since it's meant for players to help players

• From the start screen, Settings >> Support Center >> Contact Customer Service.
• From in-game, Settings >> Account Management >> Support Center >> Contact Customer Service

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.

[woven hemlock]

could be a number of reasons, most of them are related to the game's optimization. try fiddling with your graphics settings to lower lag first and see if that helps. instead of using the game's pre-set settings, i'd suggest lowering one setting at a time to see if you can figure out which one is causing the lag. i tried to set my graphics to the pre-set low last night and it made my lag worse

[dry bramble]

just thought cos iwas on 2 hours ago and it was fine, and log back on just then and its only the game thats lagging

[woven hemlock]

it could be that more players are on your server right now also compared to when you were playing earlier

can try switching to a smaller town to see if the lag persists

[coarse peak]

BUG REPORT: Wishing Star Claim Button Not Working, Red Dot Notification Cannot Be Clicked (Global Server)

Description:

After completing the Penguin Furniture from the Fashion Gift Box, there is a red dot notification indicating that the Wishing Star reward is ready to be claimed. However, when I try to click it, nothing happens and the reward cannot be collected.

The furniture shows as completed, and the notification is visible, but the claim button is not responsive. I have already tried restarting the game, and the issue still persists.

This issue is not only happening to me but also to my friends on the Global Server. Please kindly check and fix this bug as soon as possible. Thank you.

[mellow kraken]

hi seems collection reward is bugged because it says 21/21 but I am not sure if i got reward because it says 22 on top line

[jaunty crow]

its a bug and known

[mellow kraken]

okie thank you 🙂

[jaunty crow]

cant claim stars even though its 21/21? bug

pets in way of cooking and making you burn things? bug

cant interact with pets? bug go to bui.d mode then get out

its all known and we dont know whne it will get fixed

[warm agate]

I’ve made a customized bucket hat for my friend and i can’t wrap it to gift it to them? My other friend said she was able to do this with one of her friends so why can’t I?

[lunar pond]

I removed and reinstalled the app, restarted my phone and restarted my WiFi. Both my WiFi router is online as well as my cell phone connection?

[tame kraken]

there's no submit botton

[lunar pond]

I have this issue too

[frozen kayak]

Same

[dusty tangle]

You can’t gift custom designs to friends. If you ask your friend how she did it, can she show you screenshots ?

[hidden summit]

It’s not registering that i’m watering the plant for the quest.

[dusty tangle]

Can you go to a neighbour’s house and try watering their crops or their flowers ? One should work for your quest.

[hidden summit]

I'll try that !

[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]

Is your latte 2 ⭐️ quality ? Can you screenshot it in your backpack please

[warm agate]

This neeeds to be an option for the future like cmon

And I will if she responds

[tame kraken]

i apologize i made the wrong latte that was my fault

[jade anchor]

Hello, i have an issue with heartopia,

when i try to connect it doesnt let me enter in any worlds, i tried to repair my game, nothing changed, i tried to disconnect my account, nothing too,

i dont get why its doing this, i manage to get in the game once, but it was bugged, like i couldnt join my friends or see other people avatar in the friend list,

is there anything i can do to fix that ?

[pallid wagon]

Is anyone else having issues claiming the stars for 21 pieces of the winter building set

[jaunty crow]

cant claim stars even though its 21/21? bug

pets in way of cooking and making you burn things? bug

cant interact with pets? bug go to buid mode then get out

[pallid wagon]

Ok

[coral void]

Just ran into this bug 😭

[jaunty crow]

look 2 messages above you

[dusty tangle]

What does it say when you try to connect ?

Does it say “ Login Timed Out “ or does it say “ Matching Towns “ but never connects you ?

[pallid wagon]

It's still not working 😭

[jaunty crow]

because its a known bug

we dont know when it will be fixed

[jade anchor]

it says "Login timed out"

[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 )

[formal dock]

Is anyone else having a bug trying to get the penguin oven? I simply don’t receive it, it’s not available to buy, and I didn’t get it to craft either.

[orchid robin]

so all of us is having the issue with the stars for the furniture ?

[jaunty crow]

yes

[jade anchor]

i tried and it doesnt work

[dusty tangle]

Even the VPN ( Proton ) ?

[jade anchor]

yup

[nocturne crypt]

Unable to claim Wishing Stars from Set Rewards for Special Furniture. Anything I can do to fix this, or if anyone had a similar issue? Thank you!

[jaunty crow]

cant claim stars even though its 21/21? bug

pets in way of cooking and making you burn things? bug

cant interact with pets? bug go to bui.d mode then get out

we dont know when it will be fixed. please read up to see if its been answered before

[dusty tangle]

Did you learn the recipe to craft the penguin stove ?

[dusty tangle]

Hmm. That’s strange because Proton has worked for everyone so far. Which device or platform are you trying to connect to the game on ?

[jade anchor]

i use steam

[ashen pilot]

I'm having the same issue and the FPS is horrible.

[jaunty crow]

read like 4 messages above mate/lh

[slate lantern]

try dns

[dusty tangle]

@jade anchor ⬆️

[slate lantern]

download warp 1.1.1.1

always been free and its not gonna ask u to make an account xd

[faint siren]

Hey hey I got a problem where my game won’t let my do any of the fashionwave quests except a certain few that are like environmental but I can’t do the blanc and massimo quests where it seems as I’m supposed to be claiming the quest items/recipes help meeee

[jaunty crow]

wdym?

[quiet rivet]

I have a bug with collecting the winter snowscape collection reward where it doesn’t allow me to collect the wishing stars from completion. It’s all wonky, it refuses to allow me to collect wishing star reward even though it says “all collected”

[jaunty crow]

cant claim stars even though its 21/21? bug

pets in way of cooking and making you burn things? bug

cant interact with pets? bug go to bui.d mode then get out

cant get into game? read pinned

we dont know when it will be fixed. please read up to see if its been answered before

[warm helm]

Went to this channel to confirm, I do have this bug as well

[jaunty crow]

[faint siren]

I mean it’s like nonexistent for me like I have the quest but I can’t perform any of the actions or task required like the highland poppy seeds I can’t buy from blanc and I can’t get the recipe from massimo to make the iced drink and pancakes

[jaunty crow]

what levle are you?

[twin quest]

login page like this, the town & server button not showing 🤷🏻‍♀️

had refreshed the game couple times and the connection fine.

[faint siren]

17

[dusty tangle]

Can you try restarting your whole device / PC ? Not just the game.

[twin quest]

Sure, I’ll try

[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 )

[dusky cosmos]

Same here as well

[jaunty crow]

guys read up PLEASE to see if question has been asked and/or answered

[twin quest]

Still the same

I also have some problem, cannot feed my pet, and can’t claim winter snowcape after collect 21/21

And now the game not even letting me in lol

[paper stump]

I cant feed my cat 😭 and i know she is hungry 😭

[dusty tangle]

Can you try entering solo building for a few seconds and then exit the building mode ? Approach your cats again and then you should see the interaction bubbles again.

[dusty tangle]

Are you trying to connect on Steam, TapTap or mobile phone / iPad ?

[paper stump]

It works now, thank you

[twin quest]

I use mobile phone, and still have plenty free storage

[lofty hound]

Not sure if this is the right channel to put this in, but i think this person might be hacking or exploiting a glitch to fly into the sky?

Not sure how, and i wasn't able to record it but they just somehow managed to spam jump in mid-air to the point that they're just floating in the sky

[crude kiln]

Devs, the Snowscape Building collection bug is because the star reward is set to be collected at 22 items collected. But the collection only has 21 items. Super easy fix, but very annoying bug, so if you could just go in and change that 22 to 21 that would be great.

[slate lantern]

i mean it depends cause there some bug that can launch u mid air, umm try to watch them for a bit if they did a lot of more sus stuff~

[dusty tangle]

Can you try connecting to the game on a different Internet connection then ? So instead of WiFi for example, try cellphone data.

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 )

[real linden]

hi! I need help, i cant click and claim my reward in the special furniture under winter snowscape. i already sent a ticket but it was already tagged as resolved even when its not. please help. thanks.

[dusty tangle]

This is a bug that everyone is experiencing and Customer Support is fully aware of it now. We all just have to wait for the developers to release a fix for this.

[real linden]

@dusty tangle oh okay.. thank you 🙂

[twin quest]

Yeah I scrolled up before I write here and had tried them all, my Wi-Fi find and phone also 5G but still no change.

[dusty tangle]

What about Proton ( VPN ) ? That also didn’t work ?

[twin quest]

Should download that first, let me try

[sturdy grail]

Has anyone else been experiencing stuttering when houses are being rendered? I think this started happening for me last week, and it still occurs even after lowering my settings. im on PC

[patent notch]

Can someone help me with this? Its been days and the watch ringing is annoying

[steady onyx]

I have the GAMG full membership, but I didn’t receive the activation rewards or the member-only 60% off pack. Did I do something wrong? I know it glitched when I activated the membership.

[twin quest]

It’s working now with & without proton. Thank you Kayla!