technical-help

[bright raptor]

Will it ruin my progress

Thank you 😊

[woven hemlock]

i downloaded it, it didn't ruin my progress but i did get the visua glitch where when u try to plant stuff, it does the pink box instead of the regular yellow lines. but reloading the game fixed it

[weak musk]

i cant play!!!!!!!!! Every seconed its stuck!!!!! 🫤😕

[plain vector]

Can anyone login atm? I keep getting the message (login timed out) when i open the game and ive tried everything;
Opening and closing the game
Reinstalling the game
Deleting cache
Turning airplane mode on and off
Restarting my phone
Even change wifi
Is there a way to fix it?

I also tried warp 1.1.1.1

[grave bone]

having that issues with controlls bugging out on pc

holding down inputs

auto moving

[finite cedar]

I have the same issue on my iPad

[slate lantern]

do u have a controller connected?

[grave bone]

a lot of people have been having this issue

[keen lodge]

Where to get this partition?

[grave bone]

ive unplugged them all

[slate lantern]

from bob

[slate lantern]

ohh what about steam controller input u disabled it?

[grave bone]

disabled controller inputs too

[vocal parrot]

Whats the price of 5star grapes?

[grave bone]

i have a chroma keyboard

[slate lantern]

omg for them to not work is scary not even vpn?

[plain vector]

yeuh

[vocal parrot]

Try using a vpn

[slate lantern]

i think somehwerw 16k

[vocal parrot]

No just the crop itself

[scarlet fox]

Does anyone know how to have stable pings? I mean my internet is fine it's always good but the pings in game keep spiking even though connection is good does it happen to you guys too?

[slate lantern]

ahh the crop

[vocal parrot]

Yes yes cuz its blank in the database guide that im following

[slate lantern]

i havent really tried to sell it just grape u can try asking in #gameplay-help

[slate lantern]

try dns if it can help warp 1.1.1.1

[slate lantern]

omg so even mobile data? that is so weird

did u try this too ?#1463176685372313778

[grave bone]

please fix its a big issue

[plain vector]

cant load myself mobile data im broek

[slate lantern]

[slate lantern]

even bluetooth connection u disabled it?

[vocal parrot]

Just use vpn, I use proton its free. It happened to 3 of my devices and that fixed it for me, after a day I can use it again without vpn

[grave bone]

Yes

[slate lantern]

dang i tried my best u can still keep asking here if anyone can help u with that or report it in game

[grave bone]

Look at the top on the steam discussion board

[vivid flame]

Wh

[grizzled pollen]

idk if its technical but if my fb is using a gmail account that already has a character in-game but its not binded together will the fb account create a new character or will it automatically sync with my gmail one?

[slate lantern]

wait what so u made an acc using fb? and that fb connected to ur gmail?

[grizzled pollen]

yea like that, is it binded to the gmail or will it create a new character if i log in via fb?

[ebon dome]

uhhh guys, my badges are not showing up? i also tried putting them in my inventory to send, but not showing either. help??

[slate lantern]

it should be binded to ur fb, unless u made a heartopia acc using just ur google account

[finite cedar]

For the log in timed out issue, I could play on my phone using data but not on iPad with WiFi

[slate lantern]

did u try changing town, i heard its a visual issue?

[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

[ebon dome]

trying it now!

[finite cedar]

I don’t have data on my iPad but I’ll try this!

[scarlet fox]

Let me try and see if it works thank you as well for the tip

[slate lantern]

i pray

[ebon dome]

it's back!! thank you!!!

[slate lantern]

[finite cedar]

Omg it worked tysm 🤍 @slate lantern

[vernal delta]

im having trouble logging in on pc keeps saying log in timed out

[hot cairn]

Idk why my game is freeze everytime when i cooking(not too much only 4 around)

[woven hemlock]

Help! I can't log in / I'm getting a timeout error / It's stuck at loading / I suddenly have high ping / 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
• Going on Airplane mode, waiting a few seconds, then turning it back off

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 (Proton VPN is used by a lot of players here)
• DNS (Warp 1.1.1.1 is recommended by one of the helpers here)
  once you get into the game, you can switch back to your normal internet connection

If you're playing on PC, try updating your graphics card.

If those don't work, check out this Troubleshooting Guide #1463176685372313778 message

[native sky]

The game is not letting me match or enter any town, am I the only one?

[woven hemlock]

please see the post above your's and see if the tips there help

[meager tree]

Idk if this is the right place to ask. I had bought some in game stuff today. Well, my daughter was also playing games and asked to get the weekly pass, and I said sure. I didn't realize she also bought a pack of hearts, since she didn't ask I told her she had to do a refund for it... looking back I should of handled it differently. I put in for thd refund and accidently selected one of my own purchases. I didn't intend to do that and before I could cancel it, Google approved it immediately, I was shocked bc I have never had them approve a refund instantly when it got put in, although I don't put in for refunds unless it's either unauthorized or unless the item bought didn't come through.

All this to say Tl;Dr I put in for a refund on the wrong purchase but I want to fix it and make if right. I wasn't sure if just repurchasing the bundle would fix it

[slate lantern]

um idk since u got it refund there is chances ur own acc will get muted and a lot of risk

but like u can still buy i think once u settle ur debt the mute is gone but idk if this is happening to u rn

[woven hemlock]

when you refund through ur card, the game will detect it and deduct any items/gems/benefits associated with the original purchase, so if you spent some of the hearts/etc already, it'll show as a negative balance in your account. since you no longer own the item, buying the same item again should let you get back whatever the game takes, but you may want to confirm with the support team, since the people here are players and not staff members

Help! I need to contact customer support!

• From the loading screen, click the round icon in the upper corner with the headset logo.
• 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.

[hot cairn]

Idk why my game is freeze everytime when i cooking(not too much only 4 around),did u know?

[woven hemlock]

it could be a number of reasons, for example if you're playing on PC, you could have not enough space in your c drive for data to pass through. or if you're playing on mobile, my game lags a lot every time i go near a house with heavy load, especially if i'm low on battery.

one thing you can try is the steps for logging in above, as one of th e possibilities for lag is the game's optimization to connect to the network

[raw drift]

hello!!

im trying to claim my star rewards lately from obtaining all the items in here but its not allowing me :((

[woven hemlock]

The winter snowscape 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

[hot cairn]

Okay i will try this way

[raw drift]

oh okay! thank you!!

[slate lantern]

currently bug, no fix yet~

[meager tree]

Yes that's how I realized I put it in for my account and not hers.... I went to talk to someone and was told I am muted for 10 years lol 😆 being muted sucks but I mostly play solo, and my hearts (the bundle I bought ard negative) I still have thd items I bought with my hearts.... it's not about the mute or negative hearts tho for me it's just completely dishonest, like stealing. It's also what made me realize that even tho my daughter didn't have my permission to get her own bundle, there are better ways to handle if then requesting a refund because honestly that only hurts the wrong people. Instead I feel making her do chores to earn the money or something similar. Also, taking away games and electronics temporarily

[ebon pendant]

I'm hoping this is the right spot, and I'm sure someone else has already solved the same issue...

I'm running into a problem where my laptop suddenly wants me to make a new character. I've linked the same google account to both my phone and my PC. This morning it played fine on both, but suddenly the laptop decide it couldn't remember I had a character. it still works fine on my phone. Any guesses friends on how I fix it?

Some amazing people tried to help in the gameplay-help channel. Thought I'd give this channel a try as well!

[meager tree]

Thank you so much for this!!!! You all always are so Quick and are so helpful, I really appreciate if

[polar steppe]

hi, i bought the purple forestbell doll headband hair, it said sold out but i don't have it in my wardrobe? why is it? they have deduct my exchange tickets for the hair.

[woven hemlock]

it's considered a hat (with hair attached), you can find it in the hats in dress up

[slate lantern]

ahh true it i understand it might a shocking thing to do especially ur daughter, u can still buy if u want to give backk what u didnt intend to do and i think its fine for ur ddaughter to learn the mistake but dont be so harsh okee

[white surge]

hii i sorta need help on how i get blue gems and wishing stars

[severe quail]

guys seriously how do i get my pets to not be in the way when cooking helpppp

[slate lantern]

it should be on the dress app

it probably consider as a hat same way like some other wigs xd

[polar steppe]

omg thank u so much guys! haha

[woven hemlock]

if it still works fine on your phone, it shouldn't be an issue with your account itself can you double check your log in, and make sure you're logging in to the same server as before? its the globe icon on the start page

[stiff wolf]

trading cards for any card in Nebula, Rainbow flower (Asia Server)

[ebon pendant]

100% the same google account. This is what the Pc shows

And this is what the phone shows

[slate lantern]

try in #1474630074291458168

[stiff wolf]

alright, thank you

[woven hemlock]

you can get some wishing stars through things like finishing collections, quest rewards, etc, while playing the game. #redeem-code has a lot of codes that include both wishing stars and blue gems as well, most of them should still be redeemable. i think blue gems can be earned too? but #gameplay-help might know more accurately

[woven hemlock]

Help! My pets keep walking in the way of my stove, I'm burning all my food!

Pets are all very unique, so tips that work for some people don't work for everyone. My pets never get in the way of my stoves, for example. If you have a clingy pet, they will more naturally follow you around regardless, and try to get your attention by moving in front of you. Can try:

• putting your stoves in a different part of your house they don't normally go to
• feeding them/play/pet them to full so they don't bother you as much
• putting your stoves on the second floor of your house
• putting your stoves on a table so that they're elevated off the ground (pets can walk through furniture, this is intended)
• building a fence around your stoves

[slate lantern]

ohh question did u try to clear cache?

[ebon pendant]

With in the game? Not yet, but good idea. What's the steps to pull that off?

[woven hemlock]

ah, you're having the same problem someone else was having, where it detects their device in a different time zone (UTC-5 vs UTC-6 in top right). i don't think we ever figured out a why or solution for them...

[slate lantern]

oh maybe cause of their device time?

[severe quail]

thank you!!

[slate lantern]

i think steam have this clear cache?

[woven hemlock]

not sure why it would make a whole new account just because of that though

[slate lantern]

i feel like it doesnt have to do with time i mean imagine u went on diff country for vacation xd

[woven hemlock]

exactly yeah

wouldnt make sense

so the time is just a symptom of whatever error is happening

[ebon pendant]

was a good thought but didn't work. Cleared cache, adjusted time zones so they matched.

Also just rebound the pc just in case.

[slate lantern]

dang

what could be the reason why ur laptop hates heartopia suddenly xd

what were u doing before it was working and after?

[ebon pendant]

loaded it up fine this morning. Shut the pc down. Played on phone during the day. Got home thought I'd do some building, started up PC.

Oddly didn't even run any additional problems on the computer between the two moments.

[noble mesa]

Need help still the same issue 🙁 3 weeks already

[analog urchin]

Hello! Need help. My friend restarted his phone to make space and reinstalled the game but when he logged in via google, his account was gone. Is there any way to recover it?

[plain pine]

well no ice skating today

[mental hatch]

I already commented over these "unreachable bubbles" but didn't have a picture. Here you are 🙂

[woven hemlock]

Help! I need to contact customer support! (to give feedback/report a bug)

• From the loading screen, click the round icon in the upper corner with the headset logo.
• 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]

all the ice melted....
you should be able to switch towns to reload the rink, or you can go around to your neighbors and see if anyone has ice flooring out

[woven hemlock]

it seems like a few people have encountered this issue, so far we haven't been able to figure out a community fix for it yet. the original account should still be there, but heartopia is for some reason detecting the new sign in as a completely new account. i'd suggest reaching out to the support team to see if they can help figure out why the account is displaying incorrectly

Help! I need to contact customer support!

• From the loading screen, click the round icon in the upper corner with the headset logo.
• 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.

[violet echo]

Heyy how do i get the mlp-badge trading channel/forum open?

[full pine]

Heart diamond purchase with irl money currency is in Indonesian Rupiah instead of Malaysia Ringgit

I did indeed try to reinstall the game but still the same...anyway to resolve this?

[molten oxide]

Hello everyone!
I am experiencing a persistent login issue with my account.
Every time I try to log in, I receive the message "Login failed. An unknown error occurred."
My account is linked to Apple ID and I use an IPad…I tried to use the "Repairs" button multiple times, also cleared the app cache and restarted the device and tried different Wi-Fi networks and mobile data.
Despite these steps, I still cannot access my game, does any of you experienced the same issue? QwQ

[dreamy marlin]

I am currently experiencing this issue as well😭

[vital steeple]

I really thought they fixed the unclaimable stars with this update

Was wrong

Having an unclearable notification going on 5 weeks is insufferable

[hoary pulsar]

Hi everyone!
I cant claim the stars over here.
Does anybody know what to do?

[hoary pulsar]

Oof i just read this now

[grizzled jackal]

Hello, I am one of the Official Content Creator winner. However, I haven't heard anything from Heartopia in regards with the prize. Is there someone here who can assist me with this one?

[wide palm]

Been like this for two weeks

[jagged tiger]

If they havent reach out after 3 business days. It says :

If your name is on the list but you have not been contacted, please contact official customer support or submit a mod ticket on Discord.

[lime needle]

any one have problems logging on steam today? internet is really good, infact

[night cosmos]

my game is broken i cant catch insects it act like i'm holding down on the icon of the catcher and fishing rod just brakes the game 100%

[lethal drum]

Is anyone having a glitch where you have 2 cats, but when they do their daily gift, cat 2 gives cat 1’s photos? This has been happening since I got my 2nd cat and I haven’t been getting any of his photos because he always distributes my first cats photos 😭

[odd zealot]

playing from ipad on american server, keeps telling me login has timed out. i’ve tried restarting a couple times but no luck 😦

[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.

[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]

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]

@wide palm This is a common bug that everyone is experiencing. Customer Support is aware of the situation and we’re all just waiting for a fix now from the developers.

[night cosmos]

that fix my problem thanks alot

[dusty tangle]

You can not get the threads open. If you get a message that you can not post in one, it means the thread is full. Please find another thread for the server you are in with a higher number in the title ( ex: Instead of trying to post in Global 2 look for Global 3 ).

#1474630074291458168

[noble grail]

hi! i didn’t get this message but i got login failed instead after updating my game

[dusty tangle]

Could this be related to your country chosen on your App Store or location of your device ? I’m not sure honestly. Maybe try looking at every place on your device where a location is required and adjust it ?

Otherwise reach out to Customer Support so they can tell you what to do about this.

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 .

✨ Contact Customer Service To submit a ticket on various issues.
✨ Feeback Record To view your open and resolved ticket history and replies.

[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 )

[tough ferry]

hey i've started having this error where red question marks show up for many things - including existing photos in my home. i had to use purple stars to replace them with the same images for them to work again 🙁

wondering if anyone had the same problem..

[hollow carbon]

i just walked into an issue where i just cant go fishing cause the rod makes it so i all my inputs dont go through

[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.

[hollow carbon]

that did help. thanks for the help!

[lucid merlin]

Hi, i just opened 4 new my little pony badges and it didnt show up on my collection? Is there any way how this can be resolved?

[dusty tangle]

I have seen this problem before but it’s a tricky one to solve. I’m going to assume you’re on PC ( either TapTap or Steam ) ? Is that correct ? Every other time I’ve seen this issue it was with someone on PC. You can always try some of these basic troubleshooting steps if you’d like.

I highly recommend reporting this to in-game Customer Support to see what they say about it.

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 .

✨ Contact Customer Service To submit a ticket on various issues.
✨ Feeback Record To view your open and resolved ticket history and replies.

[tough ferry]

Let me try to see if the problem occurs on my phone, I’m just sad I had to use my stars 🙁

[dusty tangle]

How did you open 4 new badges ? Was it via the purple boxes ?

[lucid merlin]

One was a purple box and 3 were from the packs

[sleek gust]

Does anybody know when they plan to fix the reward collection for the furniture collection...that dot is so annoying and I Ould figured it would've been done with this update

[dusty tangle]

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

Backpack
Mailbox 📬
Storage

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

[dusty tangle]

We don’t have information about this unfortunately. They’ve been aware of the issue since February 6. Perhaps the issue is complicated to fix ? I’m not sure. I really do wish they would address these things and give an estimated time or some sort of message so the community isn’t confused or wondering what’s going on.

[lucid merlin]

I just checked! I found 3 from the packs but the purple box one is missing 🥺

[barren timber]

Are mods from nexus mods bannable?

[mortal vigil]

the game is still broken on computer 🙁

[dusty tangle]

If your purple box was claimed from the MLP event then it should be in one of those places. When you go to the MLP event, does it say you own 1 ?

[lucid merlin]

Yes! But I don’t have the badge anywhere

[dusty tangle]

All mods and third-party apps will lead to warnings and eventually you can get banned for them. Nothing is permitted. Here’s some more info #announcement message

[barren timber]

Alrighty thankyou for telling

[dusty tangle]

Okay so you need to look for the purple box and not the badge. The purple box should be in one of the three places I mentioned earlier

Backpack
Mailbox 📬
Storage

[lucid merlin]

I found it, but now it won’t let me obtain it 🥲 do i need to finish the others first?

[dusty tangle]

You should be able to open the purple box. Is your backpack full by any chance ? You don’t need to obtain the others first. I got all three of my Spike ones before completing the sets.

[lucid merlin]

You were right! I got it now. I’m new to the game, hence why I got so confused 😂

Thank you so much! 🫶🏼

[cursive urchin]

Hello. This is the 2nd time my purchase got an error but my bank was deducted. Yesterday was the 1st one gifting my friend. What is happening??? Reported it in the app customer support. Tried relog in and checking my mail. Can’t you do something about it? This is really frustrating.

[tough ferry]

I had to submit a ticket because nothing seems to work. I even tried reinstallin 🙁

[thorn stirrup]

I didn't get any daily quests today! I fell asleep 45mins before day reset and I have logged on after sleeping and not received my dailies, has this happened to anyone else today?

[slow socket]

I can't load into the game. I'm on Steam and keep getting "Download Error"

[dusty tangle]

For transaction issues, the only team you can reach out to would be Customer Support in-game. They’re the only ones who can investigate the transaction and let you know what happened from their end and what to do next.

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 .

✨ Contact Customer Service To submit a ticket on various issues.
✨ Feeback Record To view your open and resolved ticket history and replies.

[thorn stirrup]

did you try restarting steam, verify integrity of game files or restart your device? It may help

[dusty tangle]

Which set of dailies are you working on ? The tutorial dailies are unique so they will not refresh until fully completed.

The tutorial dailies are the ones you get at the beginning within your first 25 minutes of playing. One of them is selling tomatoes to Albert JR and earning 1200 .

[thorn stirrup]

the ones you get each day

[slow socket]

I've done all of that.

[dusty tangle]

Can you screenshot them ? Also what is your D.G. Level ?

[thorn stirrup]

oh they have appeared, must have just been a lag issue

[dusty tangle]

Oh possibly ! I’m glad you can at least continue with the game now.

[errant fox]

I have a gift notification that won’t let me click to accept. This is what it looks like….

The thing says 21/21 but 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

[errant fox]

Thanks

[rocky garden]

Hi! We is there a max for sending of badges? Cuz I sent 5 badges to a friend but only received 2..item quantity was deducted though

My collection on my pov

my friend's collection pov

[dusty cloud]

there is a limit. if i remember it right it's 5 badges a day to one DG member
no clue where those extra badges went but check your mail or try rejoining, may help

[crystal crown]

hi, I just noticed I needed to pay a fee for the bus, which shouldn't happen since i have full membership. I went to look and I see this when looking at the membership screen, what does it mean?

it is not allowing me to click to buy it again or anything

[ripe warren]

My kid has junior membership, and I just gifted her the full membership. It sits in her mailbox saying there's nothing to claim when clicking 'claim', and she hasn't gotten the rewards for it yet

[honest karma]

I don need help. Just wanted to report a spelling error in the rules section.
The error in question: 6 videp and streaming. This should be “video” instead of videp

[rocky garden]

sadly did not receive in the mail

[dusty cloud]

what about your friend?

[rose mirage]

I’m still having issues claiming these stars… can someone tell me how to? Or how to report it in game?

[woven tiger]

It is a current known bug. Here's hoping they fix it soon.

[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

[rocky garden]

still waiting for the reply..so when sending since max is 3..the only sent are the first 3 i like pressed to send?

[dusty cloud]

i have checked and actually the limit is 5. i think i had mandela effect for this
it's really likely to be in their mailbox because their inventory was full or they just need to rejoin the game for them to show

[rocky garden]

okay..thank you!

[bold linden]

hello people, I saw this in a house and is wondering what these are and how to get them

thanks for answering

[paper stirrup]

These are items from Bob's shop
You'll have to be patient unfortunately 🙏

[bold linden]

oh I thought it was one of those things that you get for the verifications

[dusty tangle]

You can report this to the Discord moderators and Staff members.

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

[dusty tangle]

Can you ask them to check their backpack for any vouchers ? They should look like this ..

[upper ibex]

I saw this on fb, one of my friends also recieved this.. not sure if its a mistake or glitch but I want mine 😡

[ripe warren]

Voucher! I'll check when I get home. That's probably it, thank you!

[dusty tangle]

There are a few times when would be sent to a player via mailbox actually. For example, when we were transferring from beta to live version, we received our compensations via mailbox.

It’s hard to say anything here because there are no other details being given. The best thing you can do is send this to Customer Support in-game and see what they say about it since they will be able to see more details ( charges, refunds, why the currency was sent and etc. ).

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 .

✨ Contact Customer Service To submit a ticket on various issues.
✨ Feeback Record To view your open and resolved ticket history and replies.

[willow jasper]

my badges disappeared from the collection progress but i have it

[boreal quiver]

Does anyone have this problem? I deleted the game and installed it again and I can’t get this rewards 😭🥲

[ripe warren]

So I just checked her backpack. There is no voucher. That's unfortunate

[dusty tangle]

Is her backpack full by any chance ? Other places to check would be her storage as well

[dusty tangle]

This is a common bug that everyone is experiencing. Customer Support in-game is aware of the situation and all we can do now is just wait for a fix from developers.

[dusty tangle]

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

Backpack
Mailbox 📬
Storage

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

[ripe warren]

I checked both bag and storage, and did the search bar. Is it possible she could have declined it by accident? I'm still semi new, and I didn't see the options that popped when she opened it

[dusty tangle]

Does she have a green giftbox anywhere ? It normally comes through that

[willow jasper]

i have them, they just don’t display in collection progress

[fallow thorn]

I'm kinda shocked that we had an update today and the problem is still there. that red dot is so annoying 😂

[dusty tangle]

I know. I was kinda hoping the mini download was to patch that up.

[fallow thorn]

me too 😅

[ripe warren]

I found it. I didn't even notice it. Thank you alot for your help

[dusty tangle]

Can you try changing towns manually to see if that clears any bugs ? Are the badges you got from purple boxes ?

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.

[vague nimbus]

I still can't join the game, stuck in the login page after a "timeout" message yesterday. I've done everything possible at this point and I still can't join. When will this be fixed? Are they informed that people can't join/play the game at this point? I've spoke to people who paid that weekly stuff and they are losing their daily rewards for this issue.

[dusty tangle]

I’m guessing someone already sent you the classic temporary fixes for Login Timed Out ?

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 )

[vague nimbus]

Sorry if this sounds rude, it's not my intention, but I already said I've tried everything possible, so it means some of these suggestions are unavailable for me. Other users reported they tried everything, including VPN ( which I haven't tried yet ) and the game still doesn't works. Unfortunately using a different wifi or Hotspot is not an option right now, so I just want to know if it will get fixed or they're at least informed about this. It was so random and as I've seen, it's been a while since it started happening...

[long temple]

does anyone know how to fix this? i've tried uninstalling and installing many time, but it's still the same.

[dusty tangle]

No worries at all. If you can try the VPN that would be really good because that’s helped almost everyone. Specifically Proton not just any VPN, has helped. It’s free and very easy to use alongside your regular WiFi.

Personally, I don’t know if it will get fixed or what’s going on behind the scenes. This issue has been around since beta testing started ( November 7, 2025 ). Are you able to reach Customer Support via the login page ? You can contact them there about this.

[long temple]

need help please

[honest karma]

Ok. Thx

[dusty tangle]

You need to manually change the height and width of the game to access it. You can do this by following these steps ( this was posted by a Heartopia Staff member so it is safe to follow ).

[vague nimbus]

I'll ask a friend to help me installing the VPN, I'm not the best with new tech. I tried to contact them but the page just showed some regular questions and no actual contact (like an email), so I just gave up after reinstalling the game and stuff. :/ I'll get back to report if the VPN works or not. Thank you.

[torn schooner]

Hi my friends account hasn’t been letting her play for the past couple of days, it keeps saying “login timed out”
She tried deleting and reinstalling and also updating it but it hasn’t changed, can anyone help?

[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 )

[long temple]

can't find the address on the Registry Editor😭

[dusty tangle]

Customer Support in-game doesn’t have an email for contact. It’s via ticket system that you’ll be able to have any form of contact with them. So you just pick a category and then answer those questions and a ticket will open with them.

Yes, feel free to come back here and let me know the updates.

[torn schooner]

She’ll try that thank you!!

[vague nimbus]

A ticket here on discord?

[dusty tangle]

It would be a ticket in the game

[dusty tangle]

Really ? It should be there ..

[vague nimbus]

How can I access it?

[long temple]

this is the only addresses I have on Registry Editor

[dusty tangle]

Oh the login screen press on the button that has a gear on it ( ⚙️ ). At the bottom of that screen there will be a see-through button that says Support Center and then press on button.

[dusty tangle]

Can you check the second one ? I don’t think you’re at the right address

[vague nimbus]

Oh... My screen doesn't has this engine anymore. Just the repair button and the contact button. :/ Nothing else.

[dusty tangle]

Hmm okay. Try with the VPN first ( Proton ) and if it works you’ll be able to see the ⚙️ button and other buttons as well to contact Support to let them know you’re going through this issue.

[long temple]

there's no files like the one that you've sent, I've been on the internet searching to fix the problem but I still can't find a solution😭

[dusty tangle]

You need to follow the exact pathway. So from there can you scroll down and find XD ?

[dusty tangle]

HKEY_CURRENT_USER / SOFTWARE / XD / XDT

[long temple]

gosh, found it already. and it's all goods now. Thank you so muuuuch

[dusty tangle]

No problem, friend.

[vague nimbus]

I've tried a VPN and the game still doesn't works.

[knotty gulch]

Hello, can we change render distance?

[slate lantern]

Oh last one can u try dns (warp 1.1.1.1)?

If it doesn't work u can try other troubleshoot here #1463176685372313778 assuming u haven't tried the guide yet~

[vague nimbus]

I've tried those tips already and nothing worked. I'll just give up. Thank you.

[slate lantern]

Awww we all tried our best, I hope they fix this soon

[vague nimbus]

Yeah, I hope so too. Thank you all for being so kind.

[olive jolt]

is the issue with the special furnitures not fix yet?

[dusty tangle]

Not fixed yet, no. We’re all still waiting.

[olive jolt]

thank you!

[prisma hinge]

I wonder why they took so long.. 😭

[frozen depot]

hellooo
i tried commenting on the trading threads and it keeps telling me that im on a different server than the author

can someone explain this? is this a new update?

[dusty tangle]

That means the thread is full. You’ll have to find another thread for your server ( ex: if you tried commenting in Global 2, try the next thread Global 3 ).

#1474630074291458168

[timid glade]

How do I get my cat out?

[dusty tangle]

Try changing towns manually to reset their position.

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.

[robust ether]

is there a mod who can help me about the mlp badge trading forum?
is there a special qualification i need to post there?

[dusty tangle]

Hello. I can probably help you. No you don’t need special qualifications to post there. Are you seeing an error message that says something along the lines of “ Can’t post, don’t share the same server “ message from Clyde ?

[harsh sphinx]

I have a friend whose character gets stuck everytime she fishes. While fishing, she can't use WASD to move the fishing target either. Any recommendations?

[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.

[static cave]

Hiya, ive noticed for a few days now that 80% of the time the buttons to interact with my cat never show up, only rarely they do, but still she follows and comes to lay by my feet begging for something. I feel guilty hahahaha, is this an issue on my part?

[harsh sphinx]

if you go into build mode then come back out, they'll appear!

[static cave]

THANK YOU SO MUCH

[robust ether]

no the +button is slightly grey andnit says infont have permission to post in this channel

[dusty tangle]

Which thread are you trying to post in ? #1474630074291458168

[robust ether]

yes

[robust ether]

this is what i see when i click +

[dusty tangle]

When you go into one of those threads, what do you see ?

You shouldn’t be pressing the plus button. You need to go into a thread with the title of your server ( ex: Global or America )

[sour vigil]

Hi there! I have been trying to take my cat out for days now. Ive fully fed it, energy, fully cleaned and bliss but it never works. only one cat allows it!! is anyone else having that issue?

[robust ether]

the thread, chat messages, and it looks like i can post there

[dusty tangle]

Yup ! The plus button you’re trying to press is to make a new thread. All you have to do is go into an existing thread with the name of your server ( ex: Global or America ) and then post a comment there.

What server do you play on ?

[robust ether]

ok, now i understand...
i saw some of the older ones too and was confused

thabks for your help

[frozen scaffold]

when will they fix collection issue?

[dusty tangle]

We have no idea, unfortunately.

[merry stratus]

Sometimes I can't interact with my cats...

[bold tartan]

if you switch device, i know the draft photo, book and music wont show up on a the device but if u switch back after will it all still be there?

[dusty tangle]

This is a bug that almost everyone experiences from time to time. When this happens, simply enter solo building for a few seconds and then exit that building mode. Approach your cat(s) again and the interaction bubbles should appear.

If you have multiple cats, you may need to do this more than once.

[merry stratus]

Thanks a lot for answering, I'll try that next time I play. 💜

[mortal snow]

Hello there ! I'm new to the game and I'm having a really great time on it but there is this problem on computer that a lot of people seems to experience about the tchat not working when trying to open it by pressing enter. I've tried most of the solutions I think and still struggling with that..

also if this is not the right place to talk about that I'm sorry !

[wet pendant]

Does anybody know where I can send an email or approach devs about my in-game transaction? Because it seems like it didn’t go through

[dusty tangle]

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 .

✨ Contact Customer Service To submit a ticket on various issues.
✨ Feeback Record To view your open and resolved ticket history and replies.

[wet pendant]

Where will they reach me out after I submitted my ticket? Will I receive a mail via in game or through gmail?

[dusty tangle]

It’s in my last message. The second ✨

[wet pendant]

Do I select the “Recharge Issue?”

[dusty tangle]

Yes - that would be the one

[pastel zodiac]

what does this thing want from me 😭

[wet pendant]

thats not the wishing tree 😭

[solemn kelp]

that’s the tree of harmony big dog

[pastel zodiac]

ugh forgive me I'm stupid 😔 🙏

[quaint crane]

Im having trouble posting in the trading channel? Did I miss something where Im supposed to click a role or something? I cant find why I cant post, I also cant create posts in the bug channel either

[dusty tangle]

Basically this means that the thread is full so you need to look for the next thread according to your server. For example, instead of the thread for Global 2 look for Global 3.

[latent furnace]

Hello so, I've been experiencing a problem with the event invites, everytime an npc or another player invites me to events like, fishing cristal fishes, fishing on the ocean, catching bugs or even taking pics of birds, I get stuck on the last line of the invite and it doesn't let me go to the event or do anything unless I log off the game and enter back again, Its a problem ive been experiencing this week and its getting really annoying because i want to go to events but I cant because that screen traps me there unless I get out of the game

[forest finch]

Has anyone else been dealing with this bug? It says I completed the set but I can’t press on it

[glad inlet]

why cant i open e insect catch hobby?

[quiet cave]

is anyone else experiencing the bug in furniture collection star reward for winter set? I am unable to get mine and reported it in game. Does devs actually response and sort bug reported through the game?

[quiet cave]

me

[forest finch]

Yeah I went up the comments and it’s a bug they haven’t fixed yet

[jaunty crow]

ITS A BUG THATS KNOWN. PLEASE SEE IF IT WAS ASKED!! /GEN

[quiet cave]

u mad bro?

[jaunty crow]

?????

[quiet cave]

?????

[forest finch]

I know, I just answered his question and mine

By going up the comments so…

[zinc heron]

So I can't getting my rewards for completing the collection what can I do?

[chrome river]

How do I fix this? windows 11

[jaunty crow]

a lot of people dont do that, im sorry if it looked rude/gen

[forest finch]

It’s a bug they haven’t fixed

[forest finch]

You’re all fine!!

[zinc heron]

@forest finch ty for letting me know I'll be patient

[glad inlet]

why cant i open my insect catching??

[jaunty crow]

beeeeg letters, yk?

[chrome river]

anyone able to help me sort this out? it's windows 11

[dusty tangle]

To fix this, you need to manually change the height and width of the game. You can do this by following these exact steps ( this was posted by a Heartopia Staff member so it is safe to follow ).

[orchid wharf]

How do we contact support! The items I got in the current event show I have them but I won't appear in my inventory 😕

[chrome river]

thanks, why is this happening? how do I prevent this in the future?

[nimble quartz]

anyone know when or if they will ever fix this?
it feels like they simply dont care about the gameplay buggs in the game QwQ

[dusty tangle]

I wouldn’t be able to explain why it’s happening unfortunately I’m not sure if there is a way to prevent it in the future either but this would be the temporary fix any other time it happens.

[dusty tangle]

No one has information unfortunately, mostly because no one is addressing it beyond Customer Support who said they found the issue and are actively working on it since February 6. Maybe it’s a very complicated issue to fix ? I’m not a developer so I don’t know unfortunately. I really wish someone in the Discord would post about this bug and be more transparent so we’re not all just left in the dark here.

[wary urchin]

recipe for a drink, it's still not there 😭 😭 😭 😭

[hallow slate]

why is this still broken its been two weeks know \

[undone gulch]

Hello,why suddenly getting too laggy?
Most I cook dishes keep get burned,those are really precious ingredients take long to grow
Like totally unplayable,even cut trees something all slow response

[dusty tangle]

It’s been like this since at least February 6, yes. No one has information on why it’s still not fixed unfortunately.

[glad inlet]

why cant i unlock my insect catching??

[hallow slate]

im starting to think they really dont care for the game anymore its just about the money i see a lot of visual glitches going on and its been reported and i have seen people animals still walking threw there foundation and them just getting cliched in to the grown and a few other thinks me im starting to give up on the game

[hallow slate]

yea its starting to get crazy i have seeen more bugs then fixes

like even the cars look bad

you can see all the pixels on them

[glad inlet]

do u guys know why i cant unlock insect catching hobby?

[hallow slate]

what lvl are you

your D.G lvl

[glad inlet]

its 9

[hallow slate]

mhmm you might have to be a higer lvl i think you have to get a hobby ticket to unlock the hobbys

[glad inlet]

so i should leveling up??

[hallow slate]

yes

[glad inlet]

omg thank you so much 😭

[dusty tangle]

Ooh ya I see. Have you reported this to Customer Support in-game ? They’re mostly responsible for collecting visual bugs and such.

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 .

✨ Contact Customer Service To submit a ticket on various issues.
✨ Feeback Record To view your open and resolved ticket history and replies.

[hallow slate]

bann he got hacked

[latent furnace]

Ignored lol

[dusty tangle]

I’m not sure what the exact solution would be to this, but trying some troubleshooting steps wouldn’t hurt for sure.

Did you try doing any of the following ?

Manually changing towns / restarting your game.
Restarting your device / PC.
Repairing your game files ( on the login screen press on the button with a wrench called Repairs )

How To Manually Change Towns

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.

[lost glen]

I can't log in on my bfs gaming pc

[hallow slate]

ask him for password

[lost glen]

....

Lmao

[hallow slate]

oh read that wrong

[lost glen]

I can't log into the gamr

[hallow slate]

you have to sigh in to your google and what ever else you linked it to

[lost glen]

I know that'

[hallow slate]

on his pc

[lost glen]

I tried

About three to four times now

Probably more

That's why I came here

It says login succeeded but it doesn't log me in

I tried the click here to retry doesn't work

I tried checking the settings but I don't need to change anything

I have restarted the game and the pc

[hallow slate]

that is a bug then because my gf got on my account on hers to play for me while im at work

some time its like to be dumb also and says it work then dosent

[dusty tangle]

If it shows you “ Login Successful please return to the game “ but it doesn’t log you in and keeps you that loop then ..

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

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

[lost glen]

The pop up did not appear.
And the local network access permission is no where to ve seen. As in it's not an option

[dusty tangle]

What Internet browser are you using ? Brave ?

[lost glen]

Lol how did u guess that so fast

I assume Brave struggles with it often ><

[dusty tangle]

Because I’ve been following all of these issues since November 7. Brave is the only browser not even allowing the pop-up to appear. So you will need to find this button right here and allow the permissions here

[hallow slate]

i made a big report about all the bugs i have

[dusty tangle]

Thank you ! If we don’t make reports then Customer Support will never know because they don’t look into this channel at all, apparently.

[lost glen]

For some reason it starts again

Like I have to make a new profile

[mortal snow]

Up pleaaase

[hallow slate]

hacked

ban

[lost glen]

I've had the exact same issue (trying to Log in and making multiple profiles) for the before and idk how to deal with this 😭

[dusty tangle]

I’m sure you’re using the same email, but are you entering the same server your character is on ? Sometimes it automatically switches servers especially if you change to a different device. Check here

[lost glen]

Yess still globally

But for some reason it connected steam? I did not so that

[dusty tangle]

Huh. Where did you originally start playing when you created your account for the first time ever ?

[lost glen]

At home, global server.

[dusty tangle]

What device ?

[lost glen]

Computer

Gaming pc

[dusty tangle]

What login method did you use ( please don’t post your private info ). Did you use Apple, Facebook or Google ?

[lost glen]

Google

[hallow slate]

lmfao they did the fluttershy bundle dirty

look how good rainbow dash car looks next to fluttershys lol

[dusty tangle]

Do you have multiple Google emails ? Is there a possibility that you were using a different one on your own PC ? Personally I have multiples and had to make sure I connected the right one and was using the right one. Sometimes my computer will force my work gmail when I want to use my personal one

[hallow slate]

you can see all the pixels in her car

[lost glen]

I do have that but I tried finding earlier today which one I used and made sure I logged into my laptop using the correct one.

And I'm trying to log into that one again but I'll try a different one maybe I made an error

Oh wow adhd brain

I just remembered I'm trying to get this specific account deleted because I don't need it

And it's linked to my steam

Omg sorry ><

[dusty tangle]

Don’t worry about it !! I’m happy we could at least narrow it down and now you figured it out.

[latent furnace]

Alrr, thank youy

[lost glen]

How do I get them to delete the wrong emails

[dusty tangle]

I don’t think you can. If you mean change your email for your account then apparently they don’t do that.

[lost glen]

I mean delete email addresses that arent used

[dusty tangle]

If you are able to log into that account, you can open your watch and go to Settings ⚙️. Then near your account ID there is a button that says account management. There will be an option for account deletion. Maybe this can help

[lost glen]

Oooh

SI I'll be going through the startup process for that

Is there a rule against having multiple accounts?

[dusty tangle]

I don’t think so. In the User TOS it does state that you should not log into the game in such a way that it is maliciously registering user accounts in bulk. That’s about it. So I think you’re fine to have multiple accounts.

[cinder palm]

how can i collect the wishing stars collection gift? it wouldn’t obtain once i click on it

[dusty tangle]

You can not collect them ( no one can actually ) because it is a bug. Customer Support are aware of the issue and all we can do now is just wait for them to fix this for us.

[cinder palm]

ohh okay thankss

[rigid hatch]

I just traded my 2 rainbow flower twilight for a nebula applejack & rarity but it’s not showing on my list

[dusty tangle]

Was your backpack full by any chance ? Check the following three places for the badges ..

Backpack
Mailbox 📬
Storage

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

[rigid hatch]

Omg thank you so much 😭😭

[merry cloud]

Anyone know how to contact developer? I paid for the package but it not add into my account.

[dusty tangle]

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 .

✨ Contact Customer Service To submit a ticket on various issues.
✨ Feeback Record To view your open and resolved ticket history and replies.

[sturdy zenith]

Uhhh I can't collect this supposed collection reward. I already did the debug feature on the home screen. And killed the app and cleared the cache of the app several times.

[wraith roost]

This is an ongoing problem for many rn, hopefully it’s fixed soon

[hollow sentinel]

Do you think that's also why I can't buy the lion's head in the Acorn store ? Even when I click on it the buy button doesn't come up.

[dusty tangle]

No this shouldn’t be related. The buy button is a little .. how do I put this .. not so obvious I guess ? One sec, let me get a screenshot.

So often times, players would click on the image or around the image but you need to press in that white part

[merry cloud]

Where do I find Feedback recorded?

[dusty tangle]

Once you press on you will see two options. The screeshot here is in French but this is exactly where you'll see Feedback Record

Under contact Customer Support

[merry cloud]

Thank you so much 💓

[quaint laurel]

Where is this from

[dusty tangle]

The little balcony with the draping vines on it ? It’s an item from the most recent gacha / banner called Forestbell Spell ( Treehouse ).

[quaint laurel]

Why can’t I redeem these stars

[dusty tangle]

You can’t redeem it ( well no one can ) because it is a bug in the game right now. Customer Support are aware of it and now all we can do is wait for the developers to fix this for us.

[untold bridge]

I was just going to ask about this, it's been bugging me for days

Glad it's not just me tho

[dusty tangle]

I’ve had it since February 6 unfortunately. I can’t wait for it to get fixed !!

[hollow sentinel]

Oh thank you, glad to know I'm just dumb 🤣

[turbid oriole]

does removing someone from my friend list give back the purple start ?

[dusty tangle]

No, it does not.

[final dragon]

Hi!! I’m missing a portal from my inventory, not in mail box. I had two and now one is missing. Are there any suggestions on how to get it back?

[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 )

[final dragon]

It’s not in any of those 🙁 I even searched my house in case I somehow misplaced it haha but they are the same color so going through one should show me the other. I even searched it by the name in case I somehow misplaced didn’t see it in the storage etc

[dusty tangle]

You didn’t put one down anywhere right ? Not at your home ? Not at your island ( if you’re level 30 ) ? You’re positive you bought two ? Each one costs 30 and you buy them individually from Bob, not as a set.

[final dragon]

Yes ma’am, I’ve had 2 for a few days now and rearranged my house last night. I only placed one though and it was still in my inventory when I last looked. I went to place the other one a few hours ago and it wasn’t there so I’ve been searching my house for it just in case and haven’t seen it in any of my storages either. I am level 33 but have yet to use the island as I’m waiting to get the rollercoaster parts

[lucid merlin]

I can’t collect this 30 star reward on the winter snowscape collection, anyone else having this issue?

[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

[lucid merlin]

Nvm just scrolled a bit up, it’s a bug for everyone

[dusty tangle]

Huh, that’s so strange. So if you place the other one down and try to walk through it nothing happens ?

I’m not sure where it could have went. Are you using Blueprints ?

[tame kraken]

@dusty tangle umm, can i ask you a question?

[dusty tangle]

Yes of course

Ooh, you got the muted role I see

[final dragon]

I can walk through the other portal on its own just fine. I have it set up for a pet free kitchen. But I wanted to use the second so it would transport me out to my garden for quick trips. So it’s basically a regular door a pet can’t use rn. I do use blueprints but the one I’m building on is the current one I’m living in

[tame kraken]

Thanksss😃😃😃 so uhhh, my younger brother who plays this game got his account hacked once, now he got it back but he's banned from this server. Is there a way he can re-join here?😶😶

[dusty tangle]

You would need to speak with a Discord moderator and they’ll tell you the steps to take in this case ( your younger brother will most likely need to file a ban appeal I believe ).

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

[tame kraken]

I see, so he can apply for it himself right?🤔

[dusty tangle]

Yes - he just needs to send a DM to ModMail. Start a conversation with the Discord moderators and they will guide him from there. If he is banned, I think he can still DM ModMail but if he can’t you can reach out to them on his behalf.

[tame kraken]

Oh thanks a looot Kaylaaa☺️☺️☺️ i'll inform him right now😄😄😄

[dusty tangle]

Hmm. I’m honestly not sure where it could have went then. I guess if I were you I would start by restarting my game and joining a completely different town in case it’s a small bug.

Otherwise I would repair my game files to see if that helps restore anything. You can find the Repairs button on the login screen .

If those two don’t help, I would reach out to Customer Support to see if they can identify any potential bugs ..

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 .

✨ Contact Customer Service To submit a ticket on various issues.
✨ Feeback Record To view your open and resolved ticket history and replies.

[final dragon]

Ok!! Thanks for the suggestions 🙂 I will contact them as restarting the game did not help

[west leaf]

.

[open rain]

Why can’t I take my cats out with me? Both of them. It says “not interested at the moment.” I’ve been trying for the whole day. They’re full and clean as well. Has anyone else experienced this?

[exotic rain]

when i opened heartopia first today, after the login screen loaded and i clicked on start it showed "not responding" then i closed the game. every time i have been trying to open it since then only this much is opening. i can hear the sound playing but no game screen is showing.

[dusty tangle]

The solution to this would be to manually change the height and width of the game. You can do this by following these steps, posted by a Heartopia Staff member.

[dusty tangle]

I have experienced this and haven’t been able to take my cats out for a while now. I wish they would join me again because it was so fun the first and only time they did. Maybe someone at #gameplay-help would be able to explain the process better though

[exotic rain]

i did this. still it isnt working

[dusty tangle]

Hmm, it should have worked. Can you try restarting your device / PC after manually changing the height and width ?

[ionic wadi]

every time that i closed the game (tried everything. log out and close. close game by taptap, just atl f4), the game closes but... 100% of my CPU and proceeds to crash my Task Manager. And all the apps I also have running. It gets worst, it won't let me properly shut down my laptop and when I try to turn on my laptop the next day it proceeds to not power on because this whole time my laptop was on trying to properly shut down. (I had to force shutdown). i tried to end process even with cmd, and nothing. it says that i don't have permission.
i unnistaled, try to install the game by steam, and the problem keeps happening. i heard more ppl complaning on reddit about it btw..

[ebon otter]

Hello how can I contact the support ?

[dusty tangle]

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 .

✨ Contact Customer Service To submit a ticket on various issues.
✨ Feeback Record To view your open and resolved ticket history and replies.

[dusty tangle]

Does TapTap cause the same issue ? It’s the official launcher of the game.

Steam by far has the most bugs right now. Even though it’s supposed to be the same as TapTap, for some reason players are experiencing bugs on Steam that they don’t experience on TapTap.

[exotic rain]

yes it does

i had the prblm on taptap

then i uninstalled it and downloaded steam, yet the prblm is there

[dusty tangle]

Hmm. I see.

[wanton mica]

Um anyone else having this problem?

[frigid jacinth]

Hello, does anyone know who I can contact about furniture items I bought but never received? I purchased a kitchen set and I received all but the refrigerator. I go back and it says it has already been purchased. Nothing in my mail.

[heady briar]

Okay, the game in the past week has felt super dogshit. Im consistently getting maybe 10 - 20 frames. sometimes it drops sub 10. I havnt had this issue prior to this week. I have a 4080TI and I can send my other specs. I dont have this problem on my phone. Is it just me? Or is this a common problem. It is taking up so much of my computers resources that it slows my whole PC down.

[dusty tangle]

This is a common bug that literally everyone is experiencing, unfortunately. Customer Support is aware of the bug and all we can do now is wait until they fix it for us.

[wanton mica]

Ah ok
Thank you for letting me know
I hope they can get to it soon

[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 )

[frigid jacinth]

Yes I have checked all three locations. And still not seeing it.

[ionic wadi]

it started with taptap, i tried with steam, and the problem its the same..

xdt.exe close the game, but the process stay open

[dusty tangle]

The game was made for mobile phones so that’s the platform with the least issues. It was then ported to PC and I remember a Staff member ( yellow name ) saying that they are constantly working on optimizing it for PC and trying to improve on it. So I guess that would explain why it’s working fine on your phone ( or better on your phone ) compared to PC.

Since you can get into the game, I’d highly recommend passing on this information to Customer Support as they are the team that deals with the developers.

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 .

✨ Contact Customer Service To submit a ticket on various issues.
✨ Feeback Record To view your open and resolved ticket history and replies.

[heady briar]

Its just strange that it happened in the past week when I have been playing for a month without any issues or frame drops. I wonder if something changed or if they botched something during optomization. i had to turn down settings and it still doesnt run the same. I just want to enjoy my cozy game without stutters :< I will def contact support thank you.

[dusty tangle]

Ya I get you. There is an alternative if you’re open to reading it.

Essentially because this is an issue on the game’s end ( optimization-wise ) 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 / play the game more smoothly.

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 )

[shy zephyr]

I bought hearts and it’s not showing in my account I’m so confused

[dusty tangle]

For transaction issues, please contact Customer Support in-game and they will guide you on what to do / what may have happened. If you request a refund or chargeback, your account will become limited and you’ll go negative balance in regards to .

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 .

✨ Contact Customer Service To submit a ticket on various issues.
✨ Feeback Record To view your open and resolved ticket history and replies.

[heady briar]

Im on ethernet, should i just unplug and plug it back in?

[dusty tangle]

Ya, you can definitely try that to see if that helps in any way.

[heady briar]

Thank you again. Will report back if I notice any changes!

I feel like it helped a little bit, but not sure if its in my head or not. If its not in my head, it was a very minor improvement. Ill wait to hear back from support ♥

[dusty tangle]

Sounds good ! I really hope they can help you more !!

[heady briar]

Thank you again ♥ ^__^

[lapis oar]

Hi hum i lost my astis a table pls helpppp

HELP

[lyric falcon]

Hiii ! So I’m having a problem where I downloaded heartopia on steam and I log in but nothing happens

[lyric crag]

I've always been able to play on mobile when I didnt/couldnt play on PC but after the new update. I keep getting this message on mobile and its frustrating as I sometimes play while on break at work

[swift juniper]

Bailey keeps freezing my screen every time I answer her event calls; I demand she be fired

[ember pilot]

Do exchange tickets expire?

[proud ingot]

nobody_9520 has been warned

Reason: Posted an invite

[dusty tangle]

The tickets you get from duplicate items in the gachas / banner ( ) do not expire. You can save them up for future gachas / banners.

The ones that do expire will have an expiry date and a clock visible on them, like this

[dusty tangle]

Do you get to the point of seeing the “ login successful “ page on your web browser ? Or not even to that point ?

[mossy lodge]

i found out that somehow their ping is tied to the account you use? cause even if i reinstall and redownload resources, i still get 250+ ping on my asia acc when i should be getting 80

[proud ingot]

nobody_9520 has been warned

Reason: Posted an invite

[mossy lodge]

it all happened after i made my america account

[lyric falcon]

It says log in successful then it tells me to go back to the page and nothings changed. I refresh and everything

[dusty tangle]

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

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

[lyric falcon]

Thank you! I’ll try it out

[stuck temple]

How do I claim this?

[warm root]

So I just got a notification that I was charged twice today and you can see on my screen time for today. I was not online at either time.

[daring plaza]

maybe a week ago I reached out to ingame staff , about how I can't collect my stars, never heard anything back, what can I do, do I poke them about it again??

[shy zephyr]

Felt trust I brought stuff and it isn’t on my account and I already open a ticket and nothing yet still waiting

[jaunty crow]

@spring plinth i think this appropriate to tag ACTUUAL staff not moderators

i had a donut n my screen dirty mc

[warm root]

I dont know how to get in contact

[shy zephyr]

They gonna say open a ticket in game

That’s what I had to do

[spring plinth]

Please contact modmail if you haven’t already

[warm root]

How?

[spring plinth]

Spirit can you send a screen of where because on my screen it’s not there

[jaunty crow]

hopefully this works

[spring plinth]

Devs are in the process of fixing this, there is no known date yet to when it’ll be fixed

[warm root]

So I just message them ?

[jaunty crow]

does it

[daring plaza]

cool, thanks for the info, glad to see someone finally replying to my requests for help here on the discord. thank you.

[spring plinth]

This is the #technical-help channel, please post this on #showcase

[jaunty crow]

hopefully it's clear n enough arrows/silly

[heavy obsidian]

[warm root]

Ok thank you all

[heavy obsidian]

aaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaa

[jaunty crow]

ETOLIORSF COME BACKKK

holy donut screen

[heavy obsidian]

https://tenor.com/view/love-languages-pea-chu-gif-6848966838493457121

[leaden vault]

Hello I completed this however it’s not letting me claim.

[jaunty crow]

known bug, dunno when fixed

[leaden vault]

Tragic.

[dusty tangle]

Just so you know, Apple does this thing where it lets you buy stuff and doesn’t charge you right away. It’ll bundle the charges and then charge you at a later date and time. The dates are listed there in those charges ( February 16 and February 20 ) of when you may have made those purchases.

For example, I made purchases in Heartopia on February 11 but Apple only charged me on February 20.

[woven hemlock]

the issue they're pointing out is that they weren't online during either of those supposed charges, as seen by the phone activity (activity starts at 12pm and finishes long before 3pm, and the charge say they were made at 11am and 3:30 pm)

[dusty tangle]

Apple will make the charges whether you’re on the game or not, at a later date. I don’t see on the phone activity where it shows February 16 and February 20

[woven hemlock]

ahhh i see what you're saying, i thought today was the 20th for some reason even though i can see the 27th on my screen haha

[dusty tangle]

Ooh haha ya. I keep forgetting we’re the 27th as well lol.

This actually happened to me a few days ago too .. I randomly got charged while I was at work. Immediately went to see the purchase dates and then it hit me .. weeks ago I DID make the purchase.

I actually really don’t like that Apple does this. It causes A LOT of confusion for no reason.

[woven hemlock]

did it show as purchase failed when you originally made the purchase?

[dusty tangle]

Nope - this is just what Apple does. They let you make purchases ( for me, my cap is at 50$ CAD ) and then it gets listed as pending. I even have some Heartopia purchases pending right now which means in a week or so I’ll finally get charged.

[jaunty crow]

have you even made ANY perchasrs first of all?

[jaunty crow]

even something that's a buck gets delayed.

[dusty tangle]

This is an example of what Apple does

[dusty tangle]

Exactly - look at my purchase of 0.69 cents. It is still pending and is delayed because Apple INSISTS on bundling purchases

[woven hemlock]

interesting, i wonder if this could be one of the reasons some people see 'purchase failed' but then get charged later, is because they had a purchase cap. i have apple too but most of my purchases go through immediately, so i've never noticed when it gets delayed.

maybe bc i dont have a cap on mine

[jaunty crow]

OH MY GOD WAIT IS IT CAUSE CAPS??

[uncut grove]

Is there a way to get rid of this grumbling sound I get it all the time in my house and some parts are louder than others it’s so weird idk what it s 😭

[fluid moat]

is there any admins here i can send reports? 🥺

[woven hemlock]

Do you mean bug reports, or something related to the server?

[jaunty crow]

i'm guessing anything, as what etolie said

[woven hemlock]

If it's something related to the server, you can DM the bot @twin yacht -- if you haven't used it before, send it a random DM to activate contact (then follow the instructions to connect with the Heartopia server), then you can DM it what you want it to send, and it will send it as a ticket to the moderators here. But if it's a bug report, you can directly use the game's support center:

• From the loading screen, click the round icon in the upper corner with the headset logo.
• 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.

[jaunty crow]

you guys should use my picture

[fluid moat]

bug reports , i already sent a ticket last week from the Heartopia Support Center, but i didn't get a respond, i sent another one just now, and i'm hoping maybe my report will be acknowledged if i directly contacted an admin

[woven hemlock]

they can do the same thing by clicking on the bot through the ping

[jaunty crow]

it's sillier though :(

[woven hemlock]

the moderators that handle tickets here aren't game staff either, they're server moderators. make sure to check back on your ticket in game, since teh game doesn't notify you when someone replies

everyone has their own preferences

personally it feels more aggressive to circle it with arrows like that, so i prefer not to use it

[thick merlin]

can i report about charge issue in here?

[woven hemlock]

the people in this channel aren't game staff, if you have billing issues, contact the staff through the support center

Help! I need to contact customer support!

• From the loading screen, click the round icon in the upper corner with the headset logo.
• 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.

[fluid moat]

Thank You very much @woven hemlock

[jaunty crow]

but etoliirs said something different,, i'm lost now

[woven hemlock]

like i said, personal preferences

[jaunty crow]

fair enough

i thought you said that to something else

[static axle]

I dont seem to have the Guild Sign-In tab, how do I unlock it or is it glitched?

[white burrow]

the game tools are super bugged on pc

[woven hemlock]

can you describe what happens when you use them? there's a few common bugs that have community fixes for them

[woven hemlock]

if it's your first day playing, might not be unlocked yet. could check with #gameplay-help to see if anyone there knows when it unlocks?

[past falcon]

Hello! I am trying to gift an in-game, friend the GMAG full membership but it says they don't meet the requirements. What requirements would that be?

[static axle]

been playing for a week, and cant find anything related anywhere

[woven hemlock]

you need to be iirc level 3 friendship before you can send that person gifts. high five them once a day (any 2-perseon interaction that comes up when u see them in-game) to level up friendship with that person

[white burrow]

well a lot of stuff for starters i cat walk when trying to place a canva, bug catcher is stuck on charging animation

when seeding or watering is stuck in one direction

plus canva soft locks me

[past falcon]

Yay! Thank you, appreciate it 😄

[woven hemlock]

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, but there might be starter code for controller support in the game, which can cause this glitch. If it doesn't work, the players here can help troubleshoot some more, since the coding in this game is. not optimized well 😔

[livid stump]

I can not post in the bug channel so idk where else to post this... but I got that winter battle pass like thing once I hit Level 60. It unlocked the winter furniture set rewards in collections except you can not collect them because the reward is for 22 items and the collection ONLY has 21 items.

[white burrow]

you are so right i forgot i pluged a control that has drift thanks

thats why it sudendly happened from one day to another

[woven hemlock]

The winter snowscape 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

[livid stump]

ah ok... I wasnt sure if it was reported or not I couldnt find it in the bug reports

thank you

[woven hemlock]

oh wild, i think it should have unlocked by now if you've been completing all the quests and leveling up. im at work and can't check which tab it shows up for me in though 😔 hopefully someone else can help you find it

[woven hemlock]

the bug report channel is archived, which means it isn't being used anymore! bug reports happen through the game's support center only now

[desert lintel]

Did all of this and it’s still not working 😭

Updated my phone, powered it off, repaired, and deleted and redownloaded the game

[thick merlin]

hey i already buying Gilded acorn pack/Winter frost season box , but i didn’t get the reward or not unlocked why?, who has ever been like this?

[sour jackal]

Hi! I just purchased this balloon flower bouquet but I can’t find it on my wardrobe😭 Can someone please help me😭

[terse axle]

Can't seem to redeem the 30 stars cause theres only 21 furniture 🫩

[placid tusk]

@terse axle

[upper tapir]

This will be in ur backpack!

[polar quail]

Hello… I wanna ask something. Can devs add age verification? I and the players were witnessing weird and bad stuffs on Heartopia. On Reddit I saw a report about it of a man harassing girls or teenage girls. As an adult myself I am very concerned about this cause I have a younger sibling who plays video games as well. I don’t know if it’s appropriate to say this message but I wanna ask if it’s possible cause I don’t want any kid and teenage to be in danger. Thanks for reading.

[brisk osprey]

when are you guys gonna fix the winter furniture reward, everyone and their mom is complaining about it AND its been over a week, thought the update i just downloaded would've fixed the easiest bug ever😭

[shy wolf]

Is it just me ?

[ember canyon]

I think I have some weird bug and I’m not sure how to fix it… no matter what different quests I track, the sparkle path always leads to my pet cat

There’s nothing I need to do to the cat, no notif, it’s fed and happy, no upgrades or gifts or anything like that… turning tracking and the whole game on and off again hasn’t helped.

If anyone has experienced this and figured out what to do about it please let me know, it’s getting high key annoying

[meager basin]

im still having issues where i lose the ability to make my chatacter move or aim my tools. i have repaired and verified. uninstalled and reinstallled

[cedar mountain]

hello !!
i have problem icant login anther account for my daughter
i try delete account but no action to login by google & facebook
just click
Please Help me🤍 🤍🤍🤍

[stoic valley]

hello! I am currently in a bird watching event and no birds have spawned within the event range at all.

[errant solar]

Hi guys! I was trying to find out my dogs favourite food I cooked every meal i can at my lvl and fed it. And nothing cameback as its favourite. Is it possible it's a food I haven't unlocked?

[polar field]

when will steam work with paying red hearts cant click on anything in the stone no window to pay shows up

[fleet lark]

why cant I login 😭 I already tried unistall and install (im using xiaomi pad 6), anyone knows?

[woven hemlock]

what kind of error are you getting?

[fleet lark]

nothing its just white screen

[woven hemlock]

a lot of people have been unable to pay through steam for some reason, may need to contact support

Help! I need to contact customer support!

• From the loading screen, click the round icon in the upper corner with the headset logo.
• 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]

Help! I’m getting a white/black screen on PC!

Try this: https://www.youtube.com/watch?v=KrLPvUVj784

[primal sky]

Hey, so when are they fixing this???
It has been 2 weeks

[woven hemlock]

it is possible yes, their favorite foods can be anything in the game, not just ones you've unlocked.
i'd also recommend feeding them to full every time you do, i noticed i don't get the notification that it's their fav food unless i feed my dog to full

[woven hemlock]

no ETA from devs, it's actually been longer than 2 weeks 😫

[fleet lark]

would it apply for tablet?

[woven hemlock]

it could potentially, you could see if the tips in there apply. you could also try a reboot of your device itself, sometimes that clears glitches for players

[cedar mountain]

hello !!
i have problem icant login anther windows account for my daughter
i try delete account but no action to login by google & facebook
just click
Please Help 🤍 🤍🤍🤍

[errant solar]

Thanks! That's really helpful ^^

[woven hemlock]

i saw someone else mention this the other day, are you trying the regular birdwatching (by the docks) or the frostwave birdwatching (by the town)

[granite bough]

I'm too low of a level to do these quests, and can't level anything. I've had these quests since I started, and they never change. can I have some help please

[woven hemlock]

you shouldnt be too low level to complete them? they're early DG quests, you get them on the first day you start playing, they're designed to teach you how to level up your DG level.

when you click on the vanya quest, for example, what does it tell you to do?

[placid tusk]

can you share a screenshot of what it says to do in the 'memo' app. you might have some things to get done under main story :D

[timber valley]

What

wdym mute until 2036 😭

[woven hemlock]

can you show what you mean by no action to login by google and facebook?

[woven hemlock]

usually this happens if you have a negative red heart balance on your account, but ultimately you can contact their support team to help you figure out what's happening if you don't have a negative balance

Help! I need to contact customer support!

• From the loading screen, click the round icon in the upper corner with the headset logo.
• 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]

Help! My character is frozen (after using the fishing rod)!

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

[fleet lark]

yey thanks fallingwish! 🫶🏻

[woven hemlock]

can you go to watch >> pets, and then check your pet page? the pet tracker must have been turned on, you can turn it off from there

[lyric wraith]

So i made a couple books and had published them but now i want to change the covers how can i do that without spending the book tickets?

[timber valley]

I do have negative hearts for some reasons

[woven hemlock]

can't, you have to republish them with the new covers, and the old books will still be in circulation

[woven hemlock]

have you requested a refund at any point?

[timber valley]

i did

[woven hemlock]

Help! I can't log in / I'm getting a timeout error / It's stuck at loading / I suddenly have high ping / 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
• Going on Airplane mode, waiting a few seconds, then turning it back off

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 (Proton VPN is used by a lot of players here)
• DNS (Warp 1.1.1.1 is recommended by one of the helpers here)
  once you get into the game, you can switch back to your normal internet connection

If you're playing on PC, try updating your graphics card.

If those don't work, check out this Troubleshooting Guide #1463176685372313778 message

[stoic valley]

by the town

[woven hemlock]

when you request a refund, the game will detect the refund and deduct the gems that are associated with your purchase. if you spent the gems, it will put you at negatives

[timber valley]

do i need to make a new account? how do i fix this omg, i can't chat

[lunar summit]

Hello heartopia! Please for the love of all that is holy fix the set rewards for the winter snowscape! I collected all items and says I can collect the 30 stars however it won’t let u click it! Says you get it with 22 pieces however it’s a 21 piece set. PLEASE fix this my ocd is going crazy from that red dot notification that will NEVER LEAVE since I can’t collect reward. Other than that this games amazing and I’m 10000% addicted! Can’t wait to see how this game grows! 💕

[woven hemlock]

you would need to repurchase the spent gems to bring yourself up to a positive gem count in order to 'fix' it

[woven hemlock]

this channel is for players to help players, please contact them through their supportc enter ❤️

Help! I need to contact customer support!

• From the loading screen, click the round icon in the upper corner with the headset logo.
• 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.

[timber valley]

buy again some gems?

[ancient eagle]

curious question, if I'm having a bug (not game breaking) is there a good place to report it?

[woven hemlock]

yes, so if you have a -10 balance right now, you need to buy at leastr 10 gems to offset it

[woven hemlock]

Help! I need to contact customer support!

• From the loading screen, click the round icon in the upper corner with the headset logo.
• 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.

[timber valley]

do i press recharge issue when having a payment problem?

[woven hemlock]

yes, however, if you previosuly requested a refund, the support team is going to tell you the same thing i'm telling you

[meager basin]

I don't have any Bluetooth devices

[woven hemlock]

other items can also be detected as a controller, not just blue tooth items, so please check your device for anything plugged in or connecting via bluetooth and completely unplug/disable them from your device. this can include keyboards as well. turning them off will still allow the game to detect them

[normal elk]

So i cant message in the America Trading Badge Server?

[lost matrix]

Why can’t I log in? It sends me to a screen to sign in with email, and when I do it says that I’ve been signed in and to go back to the game but when I do I’m still on the log in screen and can’t get in game.

I’ve clicked refresh and done the other things

[timber valley]

how can i get my account back?

[lost matrix]

Nvm I see the issue. I’m not allowing it to have my local network access.. weird it’s required to have that on

[timber valley]

i contect support now what do i do? how do i keep my account safe?

[woven hemlock]

your account is already safe, it won't be closed down or anything like that. if you request a refund, you'll be muted and won't be able to do certain actions until you buy back the hearts you used and then refunded, but that's it

[sour jackal]

@upper tapir Thank you so much! ❤️ Is it one time used or an accessory? Im puzzled.

[upper tapir]

ofc!

Its an accesory/item! not one time. :D

[timber valley]

what other stuff i won't be able to do

[upper tapir]

its just to hold

[mental condor]

How do I see what server i'm on for the mlp trading?

[summer wasp]

When are they going to fix the claim thing for the winter snowscape man 💔

[timber valley]

why im i muted until 2036

[wooden sedge]

They really need to fix the reward claim bug. It’s been 2 weeks. I don’t even care about the stars just get rid of the red dot.

[ancient granite]

Wait so she have to pay double amount?

[dusty tangle]

Usually this happens when a refund or chargeback has occurred. Once this happens your account becomes limited ( can’t chat, can’t plant & etc. ) and your goes into the negatives. The best thing to do would be to reach out to Customer Support but they will most likely ask you to recharge the amount that got refunded to fix the issue and settle the balance.

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 .

✨ Contact Customer Service To submit a ticket on various issues.
✨ Feeback Record To view your open and resolved ticket history and replies.

[hybrid compass]

The game isn’t letting me collect a reward for a special furniture full set 😩

[ancient granite]

Maybe rejoin?

[quaint laurel]

I think last week I opened the game and went into building modes and i saw all my funiture could be placed down unlimited amount of times. I went on earlier to build and now its back to normal. Will the unlimit furniture come back again?

[placid tusk]

If its the winter snowscape set its been bugged for more than 2 weeks. Nobody can collect the reward at the moment til they fix it.

[ancient granite]

Were you on blueprint? Bc blueprint do show unlimited and all stuff opened, but when you want to use that house you have to have all(furniture, material, items) you put on it

[quaint laurel]

I dont think so? Does blueprint allow me to place unlimited furniture down?

[ancient granite]

Yes but you have to get alll stuff you used on it

Go check again, i had this happened to me last 2 days

[quaint laurel]

Wait then whats the point of buying the same furniture type? If as long as i bought the furniture i should be able to place down as many as I would like

[ancient granite]

No they count how many you put on and how many you need to get

[arctic portal]

How can I report the game cause I bought the 50 dollars heartopia heart diamonds and never got them.

[quaint laurel]

Its bugged nobody else can get them either. The devs are working on it

[arctic portal]

Oh k thanks

[dusty tangle]

For transaction issues please contact Customer Support in-game.

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 .

✨ Contact Customer Service To submit a ticket on various issues.
✨ Feeback Record To view your open and resolved ticket history and replies.

[arctic portal]

Yea I did that it's say pending

[polar quail]

Hello I’m sorry for the message I sent lol also I can’t install Heartopia on pc 🙁

[woven hemlock]

for example, you may have trouble planting crops

[woven hemlock]

no she paid once, requested a refund, and the hearts from the original purchase were deducted from her account because she asked for a refund

[compact cedar]

Why are the feeding and interaction options there for my dog but not my cat??

[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

[delicate yew]

I can't collect the reward 🙁

[quaint sierra]

I'm having the same issue

[woven hemlock]

The winter snowscape 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

[woven hemlock]

^

[exotic rain]

this problem isnt yet fixed.. does anyone know any solution to it?

[vital steeple]

tomorrow is 5 weeks

i wanna die

[woven hemlock]

😩 tell me about it

[vital steeple]

its the unclearable notiiiii

I HATE ITTT LMAO

never ever ever buying the whole battlepass day 1 again

[deft sierra]

Thank yoooou was just coming here to see what was going on 🫡🫡

[deft sierra]

Its driving me crazy as well 😮‍💨

[weak vine]

is selling aurora banquet to albert worth it

[sonic brook]

Anyone noticed wild animals are gone? Is it a bug only on my end or what?

[wise hornet]

Bug for Island Management Terminal quest: I got the island management quest when I reached lvl 30. I already bought the terminal from Atara, and it went to my mail because my bag was full, I already claimed it, but it's not showing up and the quest cannot be completed. Can you help me?

[lofty pawn]

I can't seem to interact with my pet, like I'm right in front of them and the little icons aren't coming up

[true rivet]

is it a cat? they tend to be bugged

you can either restart your game or sometimes just switching islands helps

[white ore]

Why can't I submit blueberry jam to Marin? Is this a bug?

[desert oxide]

is there a way to fix the fishing rod bug? I pull out my fishing rod and i get stuck. unable to move but able to access backpack, tablet etc.

the only way i know of currently of temporarily "fixing" it, is by going to a new town, relogging and reset position doesnt fix anything.

[timber valley]

Okay after purchasing my heart become 6

I’m I safe to chat now?

[torn light]

I can't feed cats anymore

[jolly pine]

Why can't I submit latte to Marin? Is this a bug?

[limber needle]

I cant find any other interactive animals (oanda, alpaca, fox, etc) on my town everytime I play. I even tried changing towns

[solemn sandal]

i’ve had this problem for like 4 days the notification for this collection reward won’t go away even though it says it’s already been collected and i have no idea what to do

[still rune]

Hello.. I've been having issues with my game. Im on mobile, Iphone 13.. I keep getting this download update.. Ill update it but then it wont let me login, ive tried repairing the game, nothing. It keeps crashing, won't even let me get to support in game through the settings. I've also treid uninstalling the game. Anyone else having this issue?

[crisp sand]

i had that kind of issue
try network troubleshooting or restart your phone

[crisp sand]

ahm try to cook another latte?

[crisp sand]

did u tried to feed them?

[still rune]

I've tried the phone restart.. nothing :/

[crisp sand]

oh no:( i can't help im on android://

[median bloom]

Hi, I need a lil help TwT so I've got all the fluttershy collection but the hair is missing for me TwT Its suppose to show in hat category or is it in another place that I don't know? Still exploring some functions TwT

[still rune]

I haven't been able to get on all day so its been pretty disappointing..

[crisp sand]

it's a real hair, go to a mirror

[crisp sand]

or try to go to dorothe shop

[crisp sand]

upstairs

[still rune]

is there a way to contact support not through the app? I can't find it on google..

[crisp sand]

do you have space on your storage?

[jaunty crow]

[median bloom]

Ohh thanks! Lol I thought I didn't get it or something😂 Tatcheww!

[cyan moon]

has anybody had trouble getting the mushroom pie recipe?

[jaunty crow]

onceyou download it, what happens when "cant log in"

[cyan moon]

i dont have it in my storage or inventory and i did repairs 3 times

[jaunty crow]

how what stove are you using? if you go to collections, then cooking, does the mushroom pie show up?

[still rune]

yea i have plenty of storage on my phone..

[cyan moon]

the regular stove

and it doesnt show up

[jaunty crow]

do you have a quest line?

[still rune]

So it wont show the login button (or start i beleive is what it says) and then it'll say "login timed out" after about 5 seconds then it will give me the button to join the game, and then crash

Cause it gives me this loading screen with a diffrent image, but reverts back to the MLP as soon as its done downloading

[jaunty crow]

ohhh ! try a vpn, proton is free, and on iphone !! ive been using it for around 3 years

protonVPN

[jaunty crow]

do you have a questline?

[naive patio]

i have had issues trying to publish a song to complete the “melody’s echo” quest for weeks now. no matter what i do, the actual “burn” button is blue but unclickable. is there any way to fix this? 😭😭😭

[cyan moon]

I dont, but i do remember doing the quest. I talked to Annie just to make sure i did all of the gossip quest.

[jaunty crow]

did you write "this is a tag line"?

[still arch]

You may still need to purchase it from massimo. Don't remember what level you need to be at though...

I'm level 6, and I have it.

[still rune]

sure ill give it a try

[jaunty crow]

whats your gardenung level? as well as your cooking

[cyan moon]

Cooking is lvl at 3 and gardening is at 4

[cyan moon]

dang if thats the only way i guess i gotta grind

[jaunty crow]

go check in massimo real quick

im not cooking level 6, not even 4, and i have it

[still arch]

Like I said, I don't remember what level is required. But I do know you need to buy the recipes from massimo to learn them.

To learn the specific form of a recipe, like Black Truffle Pie, for example, select the mushroom pie recipe and use only black truffles. Then to do it again, select the black truffle pie recipe instead. Because using the mushroom pie recipe again will only return the mushroom pie as if you used random mushrooms.

Edit: sorry, typo. Fixed

[jaunty crow]

mate im helping out too. you dont buy this recipe from him/geninfo, nm,lh

[cyan moon]

okays i went over there but i dont see a quest or see a recipe to buy

[jaunty crow]

can you send ascreenshot of your quests right now?

[radiant pewter]

Are the devs planning to fix this bug?

[still rune]

thats the same issue im having!!

[jaunty crow]

your wifis firewall is blocking the game, try a vpn

[jaunty crow]

is it still happeming?

[radiant pewter]

I played it normally before and its suddenly acting up like that i dont think its my firewall

[jaunty crow]

and map?

[still arch]

Penguin quest. If you track the quest, it should lead you in the right direction.

[jaunty crow]

thsats not whats weredoing/lh i askedfor a screenshotof their current quests

[still arch]

It probably won't let them do their other quests...

[jaunty crow]

those are the event/lh

have nothing to do with gossip quests

[still arch]

Tap the little clipboard with the refresh arrows.

[still arch]

Gossip?! Wouldn't that be under the little speech bubble with the exclamation mark on it?

[jaunty crow]

is not the gossip tab

[still rune]

omg wait im gagged! I'm in! thanks for the help. hopefully it fixes itself soon, not a fan of VPNs

[jaunty crow]

oh my god it isnt im calming diown from a breakdown and tears are making it blurry

yea click the lil explamtion point thingu

[cyan moon]

thank you for trying to help me. I clicked on it and Annie is saying there are no quest available.

[jaunty crow]

im sorry if i made you guys upset did not mean to at all

[cyan moon]

Your all good! i aint worried at least

[woven hemlock]

Please check which channel you’re posting in, this would be better for #1463838363437236347

[mystic frigate]

Hi I have a question I'm not sure if anyone knows the answer.. I am on america server but going to germany for a month. will i still be able to play my character? or i start new server?

[woven hemlock]

You should be able to play on your original server without issue. At worst your ping in the American server maybe really bad because you’re getting farther away from the physical location of the server, but it should still be playable. There are many players who have accounts on different servers, you don’t need to change servers just because you change physical location

[mystic frigate]

ok good to know, thank you so much!

[frail tree]

Is Albert Jr on a schedule? I can't find them on the map

[woven hemlock]

He does loops around town, he isn’t always stationary at his house. Try zooming in a bit and follow the main road around town, he should be either walking around or at the house

[frail tree]

I don’t see them

[woven hemlock]

You need to zoom in more, notice how none of the npcs show up when you’re zoomed out like this

[frail tree]

Figured it out. Someone was overlapping them

[strong kayak]

Uh?

[daring plover]

its been like this for days, it wont let me collect the final reward and the red dot wont go away T^T how can i fix it/collect it?

[wise grove]

i’m trying to gift my friend a GNG membership but it says conditions not met, how do i fix?

[lyric crag]

thank you!! this worked

[woven hemlock]

High five them (any 2 person interaction) once a day to level up your friendship with that person, iirc you need level 3 friendship with them

[woven hemlock]

The winter snowscape 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

[daring plover]

oh tysm!

[wise grove]

thank you!

[woven hemlock]

Ah. Hm. That sure is a situation you’ve found yourself in. What were you doing?

[strong kayak]

Just driving lol

[woven hemlock]

The game decided you were speeding and gave you a ticket I guess Try switching towns and driving again, that usually clears out temporary glitches. If you’re playing on pc, may need to check your graphics card for an update? I’m not 100% familiar with pcs

[strong kayak]

Ahh okay ty

[rain dove]

Why can't I claim this reward? I tap on the star but it's not claiming it

[woven hemlock]

The winter snowscape 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

[rain dove]

Thank you very much for the info

[upper jay]

can someone help me i cant send a text to mlp-trading-forum i wanted to trade some badge but my text cant be send

[sterile stone]

The plate setting for the pink rustic furniture is all back to front. The knife and fork are the wrong way around and the place mat is also vertical , not the right way. Considering we wait for weeks to get these items, really disappointing they are done wrong

[woven hemlock]

Find the threads for the server you play on (eg if you play on Asia server, find the threads with that in the title. The threads are numbered, find the one with the biggest number. Discord only allows a certain number of users to be in a forum thread at any one time, so the mods make new threads as certain ones hit the limit. This means new people can’t add themselves into the old threads, but people already in them can continue to talk. You can’t make a thread yourself, so have to use the pre-made ones

[woven hemlock]

Please report bugs through their support center, the people in this channels are players like you. Staff don’t look here for bug reports

Help! I need to contact customer support!

• From the loading screen, click the round icon in the upper corner with the headset logo.
• 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.

[upper jay]

ohhh i see thank you so much!

[tranquil steeple]

the game is deciding to be broken today

[misty kite]

The Suggestion channel is broken mods

[woven hemlock]

If you describe the error youre encountering, we can try to help troubleshoot

[woven hemlock]

Please contact mods using @twin yacht

[tranquil steeple]

Anytime that i try to equip a tool now, it freezes my character in place not letting me do anything. Can't move around, and it lets me change between tools and zooms my camera way way out. I can get into mt car and move around, but anytime I get out of it I'm still frozen.

[woven hemlock]

Help! My character is frozen (after using the fishing rod/after using any tool)!

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

[nocturne folio]

I purchased 120 pcs of colorful skyrocket using 120 wishing stars. I checked my backpack after that and the items aren't there. The 120 wishing stars have already been deducted from my account, but I didn't receive the purchased items. Could you please check whether this is a bug and what should i do to restore my items or refund the 120 Wishing Stars? Thank you.

[woven hemlock]

Is your backpack full?

[nocturne folio]

No..

[woven hemlock]

Can you check your warehouse and mailbox to see if the rockets were sent there instead of the backpack

[nocturne folio]

Oh thank you sm! That really helped, the items are already in my backpack. Hehe, I’m sorry, I must have missed them earlier.

Thanks again for your help.

[ornate turret]

Seriously! When?! It's been more than a week now! There has even been a new data pack released, a LOTS of complaints, and they haven't even touched it! My goodness, just need to fix a number, how hard is it?! Do they not care this much?! And it's only bugged to for those who paid! What kind of strategy is this?! This is a VERY ANNOYING BUG!!!

[woven hemlock]

✌️ idk man im just a player who answers common questions. nobody in this channel is a staff member, so ur scolding air rn

[ornate turret]

Just venting, not scolding.

[woven hemlock]

nothing i can do about it still ✌️

[ornate turret]

Sure, I get it. Not your fault, man. Sorry.

[glass sable]

Hi, excuse me, how do I get rid of this? issues to my heartopia.

login failed. an unknown error occurred.

[urban sparrow]

!!!!!!!!! NEW PATCH BUT DEVS ARE SOOOOO LAZY TO FIX THIS BUG !!!!!!!!!
!!! WE DIDN'T TOP UP TO GET A PERMANENT ANNOYING RED DOT !!!

[woven hemlock]

Help! I need to contact customer support! (to make a complaint!)

• From the loading screen, click the round icon in the upper corner with the headset logo.
• 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 here and see if they help:

Help! I can't log in / I'm getting a timeout error / It's stuck at loading / I suddenly have high ping / 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
• Going on Airplane mode, waiting a few seconds, then turning it back off

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 (Proton VPN is used by a lot of players here)
• DNS (Warp 1.1.1.1 is recommended by one of the helpers here)
  once you get into the game, you can switch back to your normal internet connection

If you're playing on PC, try updating your graphics card.

If those don't work, check out this Troubleshooting Guide #1463176685372313778 message

[steep locust]

nvm i was blind lol

it was in my inventory

[glass sable]

Thankyouuu so much.

[near pendant]

How do people draw so good? I want to draw Stitch

[still arch]

For them, fixing a simple number is like solving the most complicated algebraic equation in the world...

That, or they just never noticed it and still hasn't...

[topaz crystal]

is the pack one time purchase only? and doesnt refreshed weekly or monthly?

[still arch]

It only refreshes once a new banner is introduced.

[acoustic sonnet]

Can someone help me.. Ive been trying to purchse the weekly membership and it says the Play country doesn't match.. When i didn't even go anywhere... I'm worried it will be the same with the full memebership.. 😢

[obtuse stone]

i dont know if this is the right place to put this, when i first started the game i was put in asia servers, after seeing friends and other people from aus in SEA i'd like to switch to sea servers without losing my progress

[topaz crystal]

you can't, you need to start over

[woven hemlock]

Can’t transfer progress between servers, you’ll need to start a new character in the SEA server. You’ll still have the progress in your original server there to go back to whenever you want, but it stays on that server

[obtuse stone]

okay thanks for that

i dont want to restart is there a way around it to play with friends at all

[hallow slate]

I sent them a whole ass message about bugs they need to fix with pick as stuff

[torpid osprey]

i just downloaded heartopia from steam but ive been waiting for minutes and the screen is still white.
heres my laptop specs
Device Name DESKTOP-P46PRNR
Processor Intel(R) Core(TM) i7-7500U CPU @ 2.70GHz 2.90 GHz
Installed RAM 16.0 GB (15.9 GB usable)
Storage 954 GB SSD TEAM T2531TB
Graphics Card NVIDIA GeForce 940MX (2 GB), Intel(R) HD Graphics 620 (128 MB)
Device ID 34578039-636E-41EE-866E-A7842F0D5F40
Product ID 00330-80000-00000-AA675
System Type 64-bit operating system, x64-based processor
Pen and touch No pen or touch input is available for this display

[gloomy rose]

I was just about to post about this. It's kinda annoying

[blissful bolt]

Can't claim my reward because it says 21/21 but on the reward it says 22.....

[woven hemlock]

The winter snowscape 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

[woven hemlock]

Help! I’m getting a white/black screen on PC!

Try this: https://www.youtube.com/watch?v=KrLPvUVj784

[woven hemlock]

For some reason it’s detecting your Play store location as being different from your phone’s location, which a few other players have gotten also. Can try reloading Heartopia, or rebooting your device, to see if you can get them to sync up

I don’t think we’ve found a consistent solution for it yet though, other helpers in this channel please shout if you know one

[ember storm]

Practice

[cosmic ingot]

character is running in a wide circle, like stick drift but on pc. og got game from steam and saw this issue, reset game and no fix, reset position and no fix, repaired game data and no fix, deleted game and downloaded from official site and still no fix. anyone know how to solve this??

[woven hemlock]

Help! My character is walking on their own without my input / unable to move on PC!

Please check for any controllers plugged in to your PC, and unplug them if there are. This can include Bluetooth devices like headsets, or any Logitech devices, or (sometimes) keyboards. They need to be fully disconnected, not just turned off. Then restart the game.

If it turns out to be your keyboard, it may be due to conflicts with default keyboard drivers being mis-detected as controllers, which the game doesn't support. You can temporarily fix this by:

1. Open Device Manager on your PC
2. Expand the Human Interface Devices section
3. Right-click and Disable the following 2 devices:

HID-compliant consumer control device
HID-compliant game controller
This should temporarily resolve the issue

[summer wasp]

I had that happen to me today after it updated I could only find the penguins I filled all their bowls and I couldn't find a single other animal💔

[cosmic ingot]

THANK YOUU

[warm sky]

has anyone else had an issue claiming their rare spike badge for the mlp event? every time i click obtain it doesn’t go to my souvenirs…

[dusty tangle]

The issue is that your backpack is full. If you look at the video you posted, it says 160 / 160. Please always make sure to check you have space there.

[warm sky]

omg that’s embarrassing lol, thank you so much! i recently upgraded but i think i’ve collected so many badges it filled really fast. thanks again!!

[woven hemlock]

(If you put the badges all in storage, you’ll still be able to access them / send extras to people!)

[cosmic ingot]

why cant i message there

[dusty tangle]

This means that the thread is full and reached capacity. When you see this, what you want to do is search for another thread with your server’s name in it. So for example, instead of trying to comment in America, look for America 2, 3 or 4.

This is the most recent created thread for America ( America #4 ) so there should be enough space for you in the thread to post https://discord.com/channels/1128257488375005215/1476567909458247741

[karmic grove]

me too. We cant change without resetting our progress

[outer widget]

I tried repairing my game 3 times, and no luck. Forever a notification on my little phone icon and a reward that it won't let me collect. I submitted a help ticket and got the reply that they had tech support "looking into it" but that was a week ago. Any ideas?

[grave bone]

Please fix controls fir pc please

[grave bone]

I will try this

[whole lily]

Hello! I am having a issue where everytime i pull out my fishing pole my character stops moving. even when i switch to a different gear or unequip I am still frozen in place? Is anyone else having this issue or something similar?

[tiny harbor]

It's a global issue, devs are fixing it I think?

[humble flame]

I can't move, what should I do?

[lone mica]

Pleaaaaase fix this bug or give an estimate on when it's going to be fixed because it's getting really annoying seeing the notification all the time 😭

[placid oracle]

having this exact same issue, has anyone found a fix?

[onyx pier]

Can’t claim the reward!

[rose pelican]

Hi everyone, I'm not sure what to do about this. I try and claim the prize, but it does not work and repeatedly gives me the notification to do so 🙁 Please can can someone help. 🙂

[tough ferry]

Sorry I can't be the only one who finds these replies absurd right

[rose pelican]

This quest too seems to be bugged. I have the Latte, but there seems to be no option to give it to Marin. Not sure if I am doing something incorrectly

[golden hemlock]

Dont have any update yet for this problem?

[wary otter]

She wants a regular latte not an iced one, in case that's the issue.

[warm pebble]

It says sold out how do I get 12

[rose pelican]

Ooh thank you, I did not understand or notice the difference. I was going bonkers trying to figure it out. I really appreciate it 😄

[wary otter]

Think you need to level up your gardening.

[grand vortex]

for 3 weeks in a row ive gotten the same furniture sets. this week i have the same upstairs again, and it just makes me kinda sad as i get excited for the new weekly furniture items.. can i get some help

[austere yacht]

I gift my sister 7 days gamg.. She claim it and still not reflected or activated... Is this Bug?

[floral stone]

for the love of god fix the notification thats bugged

[warm pebble]

How do I do that

[wary otter]

Watch -> hobbies -> go to gardening and see if you can upgrade. If not it'll say at the bottom how much more points you need. Gain points by planting + harvesting crops.

[warm pebble]

Okay thank you

[tidal compass]

She has to go and click on the pass itself and it’ll show you have a ticket to use for it

[violet echo]

How do i join the global mlp badge forum? It's locked

[umbral slate]

Please fix this bug—

[torpid stratus]

My daily quest is to go to annie but annie is no where to be found and the quest is being tracked but it shows no indication where is annie.

[naive ocean]

Will they ever fix the camera being stuck on the mouse movement

[blazing oar]

How many placements are there for Shards?

[lusty viper]

so im not the only one with that bug, do we know when they will fix this?

[sleek wraith]

When they fixed this bug..?

[naive ocean]

at this rate I'm convinced they'r enot going to do any fix before the end of the winter event

[sleek wraith]

Really ...? For the price we’re paying for events and cosmetics, I honestly think it’s unacceptable not to fix this kind of issue. I’m tired of seeing my TAB flashing for no reason, on top of missing out on stars.

[naive ocean]

tbf paying is not mandatory in this game, so they don't owe you anything, but yeah staying so long without any update annoucement for bug fix and qol is kinda bad

[frigid hemlock]

Is there a way to check the history for exhibition pass? I feel like mine’s not being added properly.

[sleek wraith]

Maybe indeed, it’s not mandatory. But if they leave these kinds of “small bugs” unfixed, it says a lot about the future of the game.
And personally, when I agreed to pay and support the game, I didn’t expect them to leave so many bugs unresolved…

[compact lotus]

can anyone tell me how many shards do I have to find every meteor shower??

[vagrant viper]

Does repairing the game erase or reset your blueprints and outfits etc?

[livid mural]

I cant collect my stars from collecting the winter furniture T.T

[sleek wraith]

Me too

[livid mural]

i even tried logging out and logging back in

[gleaming stirrup]

It's a bug, everyone has it, we just have to wait until they fix it.

[livid mural]

ah okay

[vagrant viper]

?

[vital cypress]

Hello! I want to ask a question. My friend just switched phones. She used the same email and server. However, it didn't recognize her old logins and it created a new account for her instead. What can we do to fix it?

[dusty tangle]

Do you mean history of your draws ? If so, press this ? on each gacha to see the history of your pulls.

[dusty tangle]

Is your friend using a Google login to try to connect ?

[dusty tangle]

I just tested it for you & no it does not reset or erase Blueprints or outfits .

[vagrant viper]

Omg thank you!! 🙏 🩷🩷

You’re amazing for that!!

[mossy flint]

i cant claim these wishing stars, ive tried closing and opening the app and it didnt work
is this a bug?

[dusty tangle]

The map is located here. There are normally 9 rock shards to go find.

#1449418412878069780 message

#1435807505304518686
#gameplay-help

[dusty tangle]

This is a bug that everyone is experiencing. Customer Support is aware of this bug and there is nothing we can do except wait for the developers to fix it.

[mossy flint]

okay, thank you

[gentle quarry]

do the bug reports just get archived and never fixed?

[dusty tangle]

I feel the same way .. they’ve known about this bug since February 6 . I’m not a developer so I of course don’t know if this is incredibly difficult to resolve or not though. I’m just voicing the facts that I know of + my opinion.

[mild rock]

Hi. Anyone experiencing lag or having glitches in the game? Sometimes the furniture in my house will disappear or taking too long to appear back as usual. Idk is it because of blueprint save or just general bug

[dusty tangle]

The bug reports in-game ? I mean, to be fair, some bugs that were reported have been fixed. But lately the staff have been extremely quiet on everything and not addressing anything.

#patch-notes

[gentle quarry]

yeah like the winter stars we can't collect, the hair glitches in baths, the pets, ect. like I feel like we've received NO feedback or responses at all

[fossil helm]

is this a bug or what? cant get the reward

[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

[vital tree]

Hi all! I just loaded my game and found -491 heart diamonds. When I try to plant flowers or crops it says there’s an error and the feature won’t be restored until the heart diamond balance is restored. I’m also banned from chat for 10 years? Help lol

Did a bug fix also and it didn’t resolve it

[dusty tangle]

This isn’t a bug ! This basically happens when players request a refund or a chargeback. You should definitely contact Customer Support, but they will tell you the only way to restore your account to normalcy would be to purchase / recharge the amount that you went negative on.

But please, still contact them to discuss the issue !

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 .

✨ Contact Customer Service To submit a ticket on various issues.
✨ Feeback Record To view your open and resolved ticket history and replies.

[vital tree]

Thanks so much, I’ll try that!

[normal sleet]

Guys I can’t find my dogs poop even though it always say ! Mark and then afterwards it said the dogs mood worsen when I didn’t clean up on time. But where is the poop???

[tired sequoia]

I accidently used 300 red hearts and 30 tickers from the membership where u pay 160 red hearts for the forestbell firefly but actually wanted to use it for the treehouse

I also sent it to support if it is possible to swap it T ^T

[dusty cloud]

sadly you can't swap. be really careful next time

[tired sequoia]

[dusty cloud]

have you checked all around the house? my dog poops really rarely but it's on some really noticeable place or in the literal sky
I haven't seen any marks indicating where it is, i just kind of found it. look everywhere in your house and eventually you'll surely find it
if you really can't see it anywhere then maybe save your current house as a blueprint -> make an empty blueprint and import it -> find the poop and import your house back

[raw peak]

Is anyone else having trouble getting into heartopia?? I cant even get in to the login screen , always times 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 )

[normal sleet]

Ahhhh okay I’ll try it out I usually can’t find it anywhere sadly it’s not on the ground haha

Guys what’s this mark

Is that poop 💩

[plain wadi]

ur dog 'broke' the furniture and theres a button to repair it if you wake up to it

[analog quest]

Hello guys, I think there is a bug in the furniture collection page. I can't claim the reward for the ''Winter Snowscape'' furniture set even tho I completed the set. Can you help me please?

[normal sleet]

Oh thank u!!!

[plain wadi]

#technical-help message

[analog quest]

oh thank you so muchh

🙂

[dry frost]

I keep getting stuck on 99% when I try to log on.

[crystal glacier]

hi! is there any guide for meteor and pink bubbles?

[hexed maple]

you know how there's supposed to be a cutscene that plays when you enter the event area after finishing the first donation box? mine cut short and crashed, and when relogging, it didn't reply, so am i never going to see that cutscene :') i know i can watch it on youtube and such, but i would have loved to see my personal character in it, so i'm kind of devastated if there's no way to retrigger it

[dark sundial]

I am also having this issue

[dusty tangle]

This section of the Discord has a bunch of useful guides, tutorials and information whenever there are events in-game.

#1435807505304518686

[crystal glacier]

thankyouuu

[foggy bough]

This bug has been there for 2 WEEKS already. They used to work on bugs so much faster in the beta test

[fathom fulcrum]

hi sorry idk which channel to ask or how, but is it possible to message the mods/heartopia devs

[dusty cloud]

Go to settings

General > Account Management > Support Center (at the bottom of the page)

[fathom fulcrum]

Ty!

[mossy sigil]

Its not letting me chat in the trading forum

[heady mauve]

My red heart has reset to zero after updating my game 😭😫

[somber hollow]

has anyone had a cd they bought from a friend completely glitch out?

[dusty cloud]

have you tried switching towns or rejoining the game?
i have seen some people talk about their CD disks description and name getting turned into chinese

[dusty cloud]

use the latest one! due to the fact that there are too many members you can't chat in some so mods create new ones
choose the one with the biggest number and try typing here
for global it's: #1476253024858017853

[somber hollow]

yes! that’s what happened and it wouldn’t play in the player. I changed towns and that seems to have fixed it! thank you! (just restarting the game didn’t fix it)

[void quiver]

every time i log in i can only interact with one cat and then i cant interact with them after that but i can still interact with puppies anytime no problem ? idk why ;w;

[plain wadi]

For pet bugs, you can try
•Entering & exiting build mkde
•Switching towns
•Restart game

[void quiver]

having to do that every time i log in is kinda annoying i wish it would j be patched but tysm ;w;

[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

i have noticed it happens only with cats usually for whatever reason
a good day to be a dog person

[quasi dome]

Hello! May I ask what the possible reason is for me being warned?

[void quiver]

me: a cat person </3 lol but tysm for helping !!!! i did the entering and exiting build mode n it worked thankfully !!

[dusty cloud]

it warns everyone each time you create a blueprint even if it doesn't violate the rules, you didn't do anything wrong. it's normal

[quasi dome]

okiii thanks! im just a newbie sooo.... yeah

[quasi dome]

also, can that still be approved and keep the blueprint?

[dusty cloud]

yep! it gets approved after a few seconds, it's automatic

just rejoin the blueprints tab and you should be able to see that it had been approved

[glossy flume]

hey i wanted to trade with someone and it shows that i have two twilight but i cannot trade it or find it anywhere in my inventory warehouse or my mailbox any idea where it could be ? i know its not on my walls bc i just rebuilt my house so its not very decorated

[quasi dome]

hmmm. its been almost 1 hr ;-;

[rain grove]

why can't I claim the wishing star? it's been days and still shows as new reward

[dusty tangle]

The only places it could be would be the following:

Backpack
Mailbox 📬
Storage

Make sure all of your badges are piled together to be able to trade them. If you place them in separate places, the game will read it as if you only have 1x of the badge and won’t let you trade it. So, there must be minimum 2 in a pile together to trade them.

[dusty tangle]

This is a bug that everyone is experiencing. Customer Support is fully aware of it and there is nothing we can do except wait for developers to fix it.

[rain grove]

thank youuu

[dusty cloud]

strange, it always got approved quick for me
are you unable to interact with it or are you struggling with importing it to your plot?