technical-help

[atomic anchor]

Yes I was using apple pay

[plain wadi]

you might have to ask customer support in game, they would be better help

[atomic anchor]

I also already message them in customer service support but I saw in their website to post in discord so devs can reply quickly. Lol

[plain wadi]

wellll, thats a lie haha, devs are not active here...if theyre here at all, only discord mods are here, orr official staff but they dont talk in here either

[atomic anchor]

Got it I guess I just have to wait for their answer in game

[keen frost]

I'm having issues with what I believe to be screen tear, thought vsync would help with it but it refuses to go away, it's extremely visually distracting and I don't know how to get rid of it. I also admittedly don't understand much about these types of settings

[wild harness]

I'm not sure what I've done wrong but I can't post in the fan-art. Says I need a role but there's not really information about that

well that didn't work (tried /help)

[woven hemlock]

Fanart channel was changed to a forum: https://discord.com/channels/1128257488375005215/1463838363437236347

[wild harness]

Yeah it won't let me post a forum.

[woven hemlock]

Can you show a screenshot of what it says when you try to post

[wild harness]

https://i.gyazo.com/3b0be6c5b26f75ffd5a1e98b83a20e08.png

Oh wait i see it.

[woven hemlock]

not sure what you mean by screen tear, is it possible to show a screenshot/picture?

[wild harness]

Haha you have to click one of the tags. I've never made a forum like this before, so totally missed it.

Thanks for looking at it with me though

[keen frost]

Fair, lemme try and send one if I can like catch it at the right time

[woven hemlock]

Try switching networks (eg WiFi —> LTE), it sounds the game forgot the network

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

Patti and Cassie are in different parts of the map, Patti hangs out under the deer tower, and Cassie usually hangs out up in the jump puzzle. Some NPCs have “work shifts” (like some of the ones on the southern beach), so she may not be available at all hours, but iirc Cassie should be up there

[atomic anchor]

im not able to post in bug report forum

[woven hemlock]

There’s no way to delete progress on only one server, ‘delete account’ will wipe your entire account

Try your mailbox

Switching towns should reset the drawing board back into your backpack

We suspect this happens when the CD was removed by the devs for copyright/suspected 3rd party app usage when creating the cd, can send it to their support center if you want confirmation

[wicked meadow]

So I’m trying to cook and it either glitches and doesn’t show the icon that it’s cooking OR it’ll show the burning icon and no matter how much I tap and tap; it doesn’t work. Then the stoves will freeze for roughly 10 seconds before giving me the burnt food. I tried restarting, doing a repair, picking up the stoves and putting them down. It’s also incredibly random so I can’t predict it.

[orchid wind]

Hello, been like this inside my island. Please kindly fix the bug 🙁

[pastel hill]

JUST DID A LOT OF WORK AND MY FRIEND SEES THIS?!?! What do we dooo!?!?!?!

Is there anyone to helppp plssss

[marble jungle]

I don’t know how many times I have to post this here until something happens…. But PLEASE PLEASE PLEASE take this maintenance notice off the starting screen. Please! It’s been over 2 weeks now since the maintenance. Everything described in it is already in effect, everyone has read it. There have been 2 more updates since then. And this notice pops up EVERY. SINGLE. TIME. I log in or need to restart. Please it is really bothering me. And many others as well. Thank you.

[craggy agate]

Ok so like… my Heartopia keeps crashing and I’m on iPad

[faint vault]

Someone has already asked the devs and this is intentional, they mean to keep it up

[small schooner]

not a bug but how do i unbind my current email to use another one?

[nova prism]

That means NPCs have work times?

[woven hemlock]

some do, not all of them. 90% of the NPCs are around 24/7

[mossy relic]

how do you fix not being able to interract with my cat?

[nova prism]

That means Cassie has work times?

[woven hemlock]

she might, i've never kept track of whether she does or doesn since i dont go up to the jump puzzle often

[nova prism]

Oh ok. Because I can't see her on the map

That's why

[woven hemlock]

she doesn't appear on the map, that's why

[sand marlin]

I bought the 100$ pack of pink diamonds and they took my money but didn’t give me my pink diamonds, I refreshed that app and everything

[ionic salmon]

Is anyone else having every time you open the game it automatically opens to the march 4th maintenance announcement?

[woven hemlock]

its intentional according to the customer support

[woven hemlock]

on your card payment, does it hsow as proccessed or pending? if you did it through apple specifically, sometimes they hold charges for a few weeks and bundle it together with other charges if you tend to do a lot in a short time frame. so that may impact when your hearts arrive, since from the heartopia side, they dont have a processed payment yet

regardless, devs/staff don't look in this channel, so report billing issues to their support center~

Help! I need to contact customer support!

There’s three places in the game you can access the support center from:

• From the loading screen, click the round icon in the upper corner with the headset logo.
• From the start screen, Settings (the gear icon in the top right) >> 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 using 'repairs' on the start screen, rebooting your device, deleting old photos/files to free up memory space, etc

[sand marlin]

It says pending

[ionic salmon]

Thank you

[woven hemlock]

if it says pending, then heartopia hasn't received the funds yet. they won't give the hearts until the payment is processed

[atomic anchor]

What about mine double charge in my bank account but only got 1

[woven hemlock]

do both of the charges say processed?

[atomic anchor]

Yes

[woven hemlock]

if you recieved one but were charged for two, it might be an error from either the card processor or heartopia's side, not sure. either way, you'll need to contact either or both to figure out what's going on. when contacting heartopia, make sure to provide solid proof you were charged twice but only given the hearts once

[atomic anchor]

Got it. Thank you so much!

[woven hemlock]

yeah np! i would reach out to heartopia first, because if you initiate a refund from the card side, heartopia will probably see it as a refund for the one that got processed and deduct the hearts that you did receive

[safe pine]

I've suddenly been sent back to the start screen and keep seeing the 'entering new town' message but then it disappears and does nothing

I've tried completely closing the app and also using 'Repair' but nothing is working.

[woven hemlock]

most likely your game lost connection with your network, which is a problem with the game's optimization. try the networking tips below:

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

[safe pine]

That is very helpful to know. Thank you - I will try that.

@woven hemlock That worked - thank you so much for your help

[amber loom]

It's not mine. I bought the cd. It's okay now. That's quite unfair since there seems to be no refund for customers who bought copyright CDs.

[woven hemlock]

can give them feedback through their support center about it

[wheat wadi]

Hi, just wanted to ask if i cancel my oder will my card order be gone also and the stamp on it? Thanks.

[woven hemlock]

do you mean for the order machine that unlocks at lv35? if you cancel the order, the stamp card will be returned to you. i don't know if the stamps also return, since i haven't tried canceling a stamped card. if you want the item that you put in the order originally for, you'll need to use the card to re-order it. it will only arrive if you let the time for the order complete all the way through

[grand moss]

I need help please! I started my heartopia acct on steam, and am trying to play it on my android tablet, but the login screen only allows loging with facebook, google acct, or apple account. Is there any way to continue my game on my tablet?

[boreal lichen]

i had this problem

[true sable]

I think it must be a servers problem, looks like it's for everyone

[boreal lichen]

Where need text it ?

[foggy wraith]

yes u can, it'll accumulate

[boreal lichen]

I Need help pls

[true sable]

it's working again

[vernal blaze]

The game is really bad tonight but our internet is fine, the game keeps cutting out "attempting to reconnect" etc and it's SO annoying, is anyone else having this issue?

[frigid yacht]

thankss

[molten sentinel]

Can someone help me understand is this my WiFi causing this issue today or is there a server issue, I don’t usually get this issue but today it’s been happening a lot and constantly reconnecting me

[untold skiff]

it can hold up to 7 days of rewards at a time

[vernal blaze]

mine is doing the same thing and it deffo isn't an issue on our end

[molten sentinel]

My WiFi is very strong but it’s also happening to my sister as well

[untold skiff]

a bunch of people are having this, its an issues with the servers unfortently you cant do anything to fix it

[foggy wraith]

the game server is probably lagging, my ping spikes too

[molten sentinel]

Ah okay, hopefully gets fixed soon

[foggy wraith]

#technical-help message

check the steps there

[molten sentinel]

It’s been happening on and off today but tonight it’s really bad just hope it fixes soon

[boreal lichen]

None answer me

[foggy wraith]

Did u click on the link i attached? 🫥

[boreal lichen]

Thank you inwill try

[harsh charm]

I want to make a thread, what does it mean by tag? how do i get it

[forest flint]

Does anyone else have a problem interacting with their pets. The bubbles above their heads wont show up even if i walk away or restart the game.

[faint vault]

Go in build mode for a few seconds then back out, it should fix it

[faint vault]

You have to include a tag

[harsh charm]

thank you, im blind

[boreal lichen]

I had resolved ,1000 thanks ❤️

[sleek folio]

A friend and I are trying to record music together but it won’t record what they are playing… does anyone know why (it will record at their place but not mine) (we are both on instruments playing)

[forest flint]

thank you so much this worked

[prisma mauve]

Is anyone else having trouble changing eye color?

[foggy wraith]

uhh what exactly is the issue? 😮

[prisma mauve]

I go to change my eye color and it no longer has the option to change it.

It lets me adjust LASHES but the inner actual color? No. It's gone.

[foggy wraith]

have you tried changing town/restarting/repairing?

if none works, contact in game support~

[faint vault]

You're clicking the wrong button to change color, you're on eyeshape, not on the actual eye type

[prisma mauve]

I changed towns and that did seem to fix it.

But it is a glitch apparently.

[prisma mauve]

No. I was at the right one. That section was just gone. But changing town did work.

[foggy wraith]

yeahh, changing town works for some bugs apparently hehe

[topaz sage]

Do the discounted Exhibition Pass Packs refresh when a new banner series comes out?

[foggy wraith]

most likely yes, hopefully

since it refreshed this banner after the previous banner, so yea

[wild palm]

This is now twice this happened since the update. I have used 2 tails and perfumes. Both times my game freeze after the first fish and have to restart. When I restart and go back it gone and wasted.
Idk how to submit bugs but this needs to be fixed.

[foggy wraith]

u can contact ingame support, try record a video as supporting too

[topaz sage]

I see, thank you!!

[kind night]

Has anyone played Heartopia with BlueStacks on Apple Silicon? If so, how well does it work for you?

[heady niche]

hello my game lights are not the same on mobile
i tried adjusting the settings but it's not doing any change is there something else i can do about this problem ?!

[maiden yew]

why can't i type at all in the mlp trading forum? i try to send a message but it says it can't be delivered and doesn't given me a clear reason, anything i can do to fix this?

[viscid kettle]

what should i do if i was charged for a membership and also gems but didn’t get anything and i also tried 2 days ago and got nothing and refunded with apple and now my account is in the negatives? i submitted a help ticket in the app but still nothing yet

[urban yew]

Anyone else having issues being booted from an event.. (like Onsen bug catching) ... for being AFK... when i am obviously NOT afk... im too busy catching bugs... so annoying 🙁

[sleek beacon]

I haven't been able to enter the game for several days now

[crude tinsel]

Lost items upon loading blueprint build (and yes i did already pre own these items)

[wet adder]

Did you try to reinstall the game?

[wet adder]

booted from the event host? Or is it some kind of bug where the event excluded you out of sudden?

[wet adder]

Means the forum thread is full (1k players). You should find another thread (latest one with largest number) to comment. Let the mods know if you cant comment on any thread

[woven hemlock]

What items are you missing?

[crude tinsel]

decorations music player ect items that were sitting on top of the furniture that i suposedly did nto have resources to make but i did

[woven hemlock]

Can also try clicking repairs in the top corner

[woven hemlock]

Is your backpack full?

[crude tinsel]

admit have not tried that ty and no it was not still 50 odd slots free

[woven hemlock]

Try switching networks (eg WiFi —> LTE), usually this happens because the game is struggling to connect, which is a problem with the game’s optimization and not with your network

[woven hemlock]

Try clicking repairs to see if it brings it back, can also try applying a different blueprint and then re-applying the new one to see if it fuxes it. Can also check your backpack, mailbox, and warehouse carefully to see if the items are there. I’d suggest using the ‘all’ tab and not the filtered tabs, since some items don’t show up in the filtered view

[woven hemlock]

Unfortunately if you refunded the charge, the game will assume you received the hearts properly and deduct the hearts that were supposedly given. This is expected behavior from the game.

If you hadnt refunded already, you could have gathered proof that you didnt receive the hearts but were charged. Sometimes also, the card payment is processing, which delays the item delivery

When submitting a ticket, make sure to check back on it occasionally, since the game does Not notify you when you reply. You have to go to the ticket itself to see their response

[woven hemlock]

Help! I can't message in the mlp-trading-forum!

There's a maximum amount of people that can be in a forum thread at any one time - this is a Discord limitation, unfortunately. This means that anyone already in the thread can message in it without issue, but new people can't join in. The mods create new threads whenever one fills up, so check the title of the thread you're trying to join, and look for similar titles but with numbers (eg 2, 3, etc). The one with the biggest number is the newest thread, and is most likely still open for people to join. You can't create your own thread, need to use the pre-made ones

[woven hemlock]

How are the lights different? Dimmer, brighter, etc?

[woven hemlock]

That’s an emulator right? I think I remember hearing that some streamers used it, but I’m not sure what their experience was like

[crude tinsel]

Ty that fixed it

[heady niche]

They're all not even functionable

On the phone when i turn on the light i can see brightness but i can't at all on the pc

[unkempt arrow]

does anyone know if they fixed buying pink hearts i play on ios and everytime i buy the pink hearts it takes my money then says error

[woven hemlock]

Ahhhh gotcha. A friend was at my house and when he switched to steam, all of my lights looked overly bright to him, so I think it’s a pc bug hahaha. Can take a screenshot of the pc version and open a ticket so they’re aware.

devs/staff don't look in this channel, so gotta report bugs to their support center~

Help! I need to contact customer support!

There’s three places in the game you can access the support center from:

• From the loading screen, click the round icon in the upper corner with the headset logo.
• From the start screen, Settings (the gear icon in the top right) >> 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]

can you check your card method and see if the transaction is pending or processed? If you’re paying on iOS especially, sometimes the app store takes multiple purchases and bundles them together to process later on — this may affect whether you receive the hearts in time, since the game doesn’t detect a processed payment until later

For billing issues, it’s best to reach out to their customer support

Help! I need to contact customer support!

There’s three places in the game you can access the support center from:

• From the loading screen, click the round icon in the upper corner with the headset logo.
• From the start screen, Settings (the gear icon in the top right) >> 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.

[rose sonnet]

Has anyone ever experienced this problem and have ways I can possibly fix it? Every day I'll always have 1 login with an issue, usually the screen will just be pure black except for the buttons & movepad, but this one has happened 2 times recently. I've tried using only wifi/data whenever I log in, restart the router, use the Repair button, clear cache, etc but I'll still get a buggy login once a day. Restarting the game will always fix it but sometimes I login in a rush during work lunch to harvest my crops, so this bug takes a lot of time off

[woven hemlock]

Wow that sure is a glitch

[woven hemlock]

Are you playing on PC? Could….try this…..? : https://www.youtube.com/watch?v=KrLPvUVj784

[rose sonnet]

I'm playing on mobile

[woven hemlock]

[rose sonnet]

I'll watch it still to see if there's anything that can help me out, thank you

[woven hemlock]

Interesting that the effect stays when you take a picture in-game too hmmm

[rose sonnet]

Yeahh it's rly weird, I still have the glitchy pics that I took the 1st time it happened

[woven hemlock]

May need to reach out to customer support if the usual troubleshoot methods arent working

You can even show the screenshot of ur album where the glitch remains in the photos

[rose sonnet]

I thought about that, but the answers I've been getting from customer support are similar to the answers Mollyy gets with them where they either ask me to refer to community for help or a wrong answer

[woven hemlock]

Customer support pls, even we don’t know what demons have possessed kokodayo’s device

Have you tried fiddling with your graphics settings to see if any of them help?

[rose sonnet]

Ohhh haven't thought about that, I'll check real quick

[rose sonnet]

I don't think there's anything here that could've caused it? No way dark mode made a game become like that... right?

[woven hemlock]

Doesnt hurt to try! Since we don’t know the cause, thrn off/on one setting at a time and then reboot game to see if anything changes

[rose sonnet]

I think that'd be hard to detect bcs it only happens once a day for me, after restarting every time it usually fixes it. But I have no way of knowing when it'll happen in a day, only time I'm afraid of it happening is short lunch breaks

But I'll definitely keep that in mind. Thank you so much for trying to help me solve this!

[woven hemlock]

It’ll be a slow process then! Turn on/off one setting, then play and see if anything changes. If the bug happens, then you know it’s not because of that setting — reset it to how it was, and try a different setting

Hopefully you figure it out soon!

where is my hourly meowbot :(( meowbot has abandoned me…

[signal rune]

My pet blocked my cooking stoves.

[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/clean 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
• putting a cat bed / cat tree nearby so that they use it instead of going to the stove

As a last resort, you can find someone who has stoves set out at their plot and use their’s instead

[haughty tundra]

Is there someone who has the forestbell quartered balcony? I need help pls I want to place it without using flooring underneath but it disappears when I remove it :(

[unreal trail]

I’m not sure if anyone has reported this bug, but it happened to me. If you buy a recipe while your inventory is full, it gets sent to your messages. However, when you claim it from the message, the item disappears. In my case, these were cooking recipes they’re not in my inventory, they don’t return to the mail, and my character didn’t learn them either, since I can’t cook the new dishes. I also can’t buy them again, so they’re just gone ;_;

[dusty tangle]

Hello. This is not a bug. Usually when items go " missing ", they are sent to one of these three places ..

Backpack
Mailbox 📬
Storage

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

[unreal trail]

Oh thanks, I didn’t think of that!

[sacred gazelle]

Does anyone know how to contact support😭 i bought gems and it charged my card twice but i haven’t gotten anything, i updated the app, reopened then i tried to get the 20 gems pack to test it and it told me to contact support. Anybody if you can plsss help ❤️

[woven hemlock]

Need to attach it to a wall instead of a floor tile

[woven hemlock]

Help! I need to contact customer support!

There’s three places in the game you can access the support center from:

• From the loading screen, click the round icon in the upper corner with the headset logo.
• From the start screen, Settings (the gear icon in the top right) >> 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.

[haughty tundra]

ohh okay !! Thank you so much <33 I don't know why I didn't try this but that makes a lot more sense lol tysm

[woven hemlock]

Common confusion, no worries~

[sacred gazelle]

Tysm

[fast narwhal]

is the game acting up with others? I try fishing and it wont let me, cant walk, can't catch insects, I uninstalled and downloaded game again, from high its low. so not sure what's the issue, it is annoying, first time it happens

[dusty tangle]

Usually when issues like this appear in-game, it gets linked to controllers or other items trying to connect to your device / PC 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.

[fast narwhal]

thank you so much! I did have the controller on after playing another game! I thought I wasn't going to be able to play my heartopia! Thank you!!

[signal rune]

I can't interact with my bed.

I can interact with other furniture normally, but not the bed.

[woven hemlock]

Sometimes the furniture bubbles glitch, you can try a few methods to get it back

• go into build mode for a few seconds, move a piece of furniture, then save and exit
• switch towns
• click ‘repairs’ on the start menu

[cinder rock]

I forgot how I did it, but did anyone else have an issue when you first tried to make an account and it took you to a browser but still wouldn't login? I had to change something in the browser setting, but forgot what.

[woven hemlock]

Help! I logged in through the browser, but it’s not logging me in in the game.

⭐ Check your browser to see if your location is turned on + if you have popups enabled! (Also check your adblock to make sure it didn’t block the pop up.)
NOTE: If you are using Brave, you'll need to click the shield icon! The browser flags the pop upand doesn't let it show up at all
You can also try setting a different browser as default — Google Chrome or Opera seems to have worked for a lot of people

[vestal stag]

Hi Admin, after the latest Hato game update, why has it started lagging? The rendering is delayed, it’s stuttering, and overall it’s pretty messy. I’m using the latest iPhone Pro series, by the way.
Please check this. Thank you.

[woven hemlock]

devs/staff don't look in this channel, so gotta report bugs and give feedback to their support center~

Help! I need to contact customer support!

There’s three places in the game you can access the support center from:

• From the loading screen, click the round icon in the upper corner with the headset logo.
• From the start screen, Settings (the gear icon in the top right) >> 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.

[sullen venture]

Ive recently applied a blueprint and now many of my items are gone. Half the my little pony badges i collected, and winter seasonal collectables, along with paid items from the forestbell spell tree house items. Ive contacted support but im really upset and dont know what to do.

[gilded tundra]

If you have login problems with steam: i deistalled the extern Antivirus Programm and only use the windows Version. IT works fine now and i dont need 10 minutes to log in

[signal rune]

Graphic glitch - There is no sprite for 'Edible Frog'.
PS. I cannot post on #1457193487354302577

[delicate shadow]

you can report bugs in game via contacting support or by pressing report screen in settings

[vague socket]

how to disable this freaking snow ....

its already disabled but there's still snow flakes falling.

[lone mica]

OKAY WHAT IN THE ACTUAL...?! I finally finished the Taste Relishing set, only to find out everytime you move basically your entire shorts are showing?? I spent 2.640 blue hearts on it in total, which is insane in itself, only to discover it is developed terribly in game? Please tell me they plan to fix this. Or at least add black shorts so it's not this freaking obvious 😭

[floral stone]

i think the support center is down right now its not opening the page anymore

[delicate shadow]

it does for me?
maybe try again?

[floral stone]

i did, i relogged as well - im in america server maybe its that or maybe its just buggy right now, will try again laterrr

[delicate shadow]

it can be buggy, seems a lot people having big ping issues in past few days, so maybe try wait for bit is best choice atm

[floral stone]

yesss joining towns is also extremely buggy right now for my friends and i in america server so maybe its just a server thing hopefully it resolves soonn!

[abstract hawk]

i just got booted in the middle of an event, i was running around catching butterflies and it told me "exited event due to being afk".... i was very much NOT afk at all! very strange. i do have other programs open on my pc while playing, could this make the game think i am afk or something?

[wicked quiver]

my game is to reset to a new day each day at 6 am today i logged in at 3 am and then logged off around 4. How ever it is now 6:30 am and my store hasnt refresh nor did i get bonuses from having the pass !

[mortal barn]

This only happens when making drinks but in my pov my drink is on the stove but in my friends pov my drink is floating and the same happens when they make drinks. It floats

[dusty tangle]

Daily reset for the America server is one hour later now ( daylight savings has passed ). So instead of 6:00 am EST, it is now 7:00 am EST.

[dusty tangle]

For visual bugs like this, it’s often recommended to report them to Customer Support in-game so eventually they can work on them.

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]

This is actually a known bug and has been going on for months now. If you have some time, can you please report it to 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.

[warped quail]

whats wrong with global servers atm? resetting build progress to 2O seconds ago

[wicked quiver]

ohh ok ty

[boreal glade]

Hi there, I need some help. 2 of my badges have glitched out and they aren’t in my inventory.

[warped quail]

broooo the servers are broken, my build progress gets removed very often

[dusty tangle]

Firstly, please check on your backpack to see if it is full or close to being full. If it is, please make some space by putting some items away into your storage .

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 )

[brazen leaf]

Anyone elses game keep crashing? Had it happen twice in like 30 mins

[warped quail]

not really crashing but stuff i build gets deleted the whole time

[boreal glade]

I have checked all of those places like you mentioned but still no luck 😔

[dusty tangle]

Can you try manually switching towns then to see if they load in ?

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.

[boreal glade]

I did that just now and still no luck

[jolly nebula]

anyone else missing those two sale spots? I'm lvl 36 so they should be there.

[dusty tangle]

Can you try repairing your game files to see if that helps ? You can do this at the login screen. There is a button with a wrench on it that says Repairs

[dusty tangle]

This is a visual bug that some players experience. Can you try restarting your game please ?

[jolly nebula]

Ill try

[jolly nebula]

the restart worked ty

[boreal glade]

😔still not there

[dusty tangle]

Have you tried entering for a few seconds and then exiting ? Or have you saved a Blueprint recently ?

If all else fails, please report this glitch to Customer Support as the developers need to ultimately fix these types of visual 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.

[boreal glade]

Thank u, I switched between blueprints and then they glitched out. I tried switching back and it’s the same. I’ll ask customer support thank u 👍🏻

[ancient granite]

Does someone else have this task broken? I have made 30+ new repair kits, but its still on 7/10

[dusty tangle]

Just to be certain, have you been making the crafty repair kit ?

[ancient granite]

Ohhh

I have been making the other ones lol, ty

[brazen leaf]

Hm it seems to only be crashing at least rn from what i can tell anyway when im using one of the vehicles and driving by one of those big houses with alot of the gatcha furniture

[feral tinsel]

Does anyone know why this is happening? I logged out and back in and tried pc, mobile and iPad and same thing

[dusty tangle]

This is a known visual bug that has appeared for months now. Usually you’ll see this once and then not again for a while.

Can you please try restarting your game ? Doing this has fixed this issue for me every single time.

[timber hearth]

oddly enough,,,, it fixed itself when power went out at my place

[ruby plank]

I don't really understand how suggestion channel works.
I know how to make a suggestion, /suggest, send, and then type. My confusion is because of the voting system.
I can't see any posted messages, only likes under them, can't see my own message neither. This channel just spams up and down voting tickets for me.
Is it and issue on my end? Does the bot work properly?

||I hope it's the right channel||

[dusty tangle]

Personally, I see the channel fine ( messages / suggestions posted, the thumbs up and thumbs down and etc. ). Have you checked for any updates that are in need of being done for Discord ? I know I had to do a few recently ( one last night even ).

[ruby plank]

I checked and updated what I could right now, Discord didn't show up on my due list. Unless there is a way to update in the app itself, I think I have the newest version. Is it a good idea to reinstall Discord?
It's good to know others see it normally and it works

[proud ingot]

gustavoac has been warned

Reason: Posted an invite

[dusty tangle]

I just checked the status of the bot and it does say that the bot is working and online. I’m wondering if maybe there is something in your Settings that may be blocking the messages from coming through ?

[abstract tendon]

Anyone still having issues not receiving bonding points for the penquins when animals are visiting?

[digital spoke]

helloo, anyone can't move their character? been experience it since this afternoon

[smoky folio]

Try number 3, day number 5 of my cat still not going out.

I've tried every single thing I've seen online so far, including just spamming "go out" for upwards of ten minutes, and nothing has worked.

For the people who told me it's probably its traits, I have two other unsociable cats that I have no problems taking out.

[dusty tangle]

✨ 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.

If there is even a Smart Watch connecting via Bluetooth this may affect movement so please make sure to check any and all devices connected via Bluetooth.

[digital spoke]

woww i see, thankss i'll unplug my controller.

[rancid dagger]

Anyone experiencing this? Right now

[dusty tangle]

No, this is definitely a bug that needs to be reported to Customer Support in-game so they can eventually fix this.

Are you able to access your watch ? I see it flashing / blinking along with the bug so I'm not sure if you can ?

[rancid dagger]

Nope I can't click anything I tried to restart but it won't open anymore it's staying at 99% then stopped loading

[dusty tangle]

Okay, in this case can you try connecting to the game on a different Internet connection to see if it lets you get past the 99% ?

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 )

[rancid dagger]

I'll try thanks

[sand basin]

Are there any other android users experiencing frequent crashing? I'm playing on an s26 ultra with hardly any apps installed so it definitely is not a spec issue nor a storage issue. I've got games that are WAY more demanding that never crash so I'm just a bit perplexed here. Yes, I've tried "fixing" the app, as well as reinstalling. Yes, I've had snow turned off for weeks. Yes, my settings are max but I'm playing on a 1600$ smartphone so my game should most definitely be able to handle settings being maxed.

The crashing will happen while doing incredibly simple things like putting an item into storage, planting a seed (I've been crashing almost every single time I try to plant seeds since one of the latest updates)
My partner is on an s24 ultra and it's been happening to him aswell so I'm not sure if it's just android being poorly optimized?

[hardy rapids]

hello. need to report my account cannot use any vehicle

[hearty pewter]

Where to contact support center

In-game:
Watch, settings, account management, support center, headphones.

Main login:
Settings, support center, headphones

[hardy rapids]

yeah i just filed 2x. cant seem to see where is the status of the report i filed

[hearty pewter]

Feedback center record under the headphones

[hardy rapids]

gotcha thanks

[carmine fiber]

tomorrow is new cinematics event. the servers might have lag due to that maybe

[still marten]

Is Heartopia down?

[chilly drum]

Wdym why?

[queen heron]

Explains the lag im experiencing rn

[still marten]

Never mind sorry it just took me a few tries to get in, I was worried.

[signal vortex]

Did you get an answer about that bug please 😢 ?

[dusty tangle]

✨ 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.

If this doesn't work then please follow the steps in this screenshot

[mossy relic]

hi does anyone know how to fix not being able to interact with my cat?

[signal vortex]

Thanks for your answer, I'm gonna try that and get back to you

[signal vortex]

It worked ! I did have to restart my PC though 😄 (I just had to disable one HID compliant consumer device)

[dusty tangle]

Hii ! When the interaction bubbles don’t appear, all you have to do is enter solo-building for a few seconds and then exit that building mode. Approach your cat(s) again and the interaction bubbles should appear now.

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

[hearty pewter]

I have tried that before, and if someone, like a friend, is in your home, it doesn't work. But, moving a floor piece does!

[dusty tangle]

That’s so strange ! It’s worked for me every single time. Even when friends were over.

[hearty pewter]

Maybe they fixed it, but i havent tested just entering and exiting recently

[split grotto]

does anyone know how to fix my cat sitting on my head, and then glitching off and flying around

[limpid void]

hi! is this the channel where I can ask how to link my account? I linked it to steam and now I want to link it also to gmail so I can play in my mobilephone 😄

[dusty tangle]

You can link your account by going to the login screen of the game, and on the right-hand side of the screen there will be a button with an on it ( in the red circle in the screenshot here ). Binding accounts = linking accounts.

[dusty tangle]

You can try manually changing towns to see if that resets 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.

[limpid void]

ooooh thank you so much!! so I can go now and I won't lose progress right?

[dusty tangle]

Yes, exactly. Cross-platform syncing is enabled. Just make sure you are entering the same server ( ex: If you are on America, make sure you’re entering America again on your other device ).

[heavy grotto]

Is there an issue with the top-up website anyone else is facing? I'm getting a "Loading failed, please try again later" when using paypal.

[ruby plank]

I altered my settings, I have no clue which one could break a bot for me like this. I'll check how I see the channel on my other devices and report back if I find any solution

||sorry for the wait, life got in the way||

[uncut bramble]

Baboo! We kindly ask you once again to adhere to our ⁠https://discord.com/channels/1128257488375005215/1405490387250053282 .
This means that friendliness, helpfulness, mindfulness, and kindness in your words will be greatly appreciated, and good cooperation is paramount. Only then can we return to our usual messaging interval. Thank you for your cooperation and support in maintaining this lovely community.

[manic lark]

hello i am having a problem with a mission not working its telling me to water the crops with a watering can and i have one in my hand and its doing the animation for watering but its not going up to 8 to complete

[faint vault]

It's probably raining/ snowing for you, which automatically waters your crops. Go water a neighbor's crops and it'll count as well

[manic lark]

ok thank you i will try that

[remote merlin]

I had all but 3 of my planters disappear as well as some of my furniture and it’s not in my inventory or anything

And that included my fountain and arch I bought. And benches

[cobalt anchor]

It may have sent to your mail if your inventory/backpack got full

[remote merlin]

It’s not in my mail or in storage or my backpack either.

Edit: everything but the planters is in my backpack

Edit: weirdly enough I reapplied my house and got them back. Idk 🤣😅 thanks for the help

[warped quail]

how to turn off these ducking cricket noises when playing after 6 pm?? i can only turn the sound effects off but i WANT normal sound effects

[uncut bramble]

Baboo! We kindly ask you once again to adhere to our ⁠https://discord.com/channels/1128257488375005215/1405490387250053282 .
This means that friendliness, helpfulness, mindfulness, and kindness in your words will be greatly appreciated, and good cooperation is paramount. Only then can we return to our usual messaging interval. Thank you for your cooperation and support in maintaining this lovely community.

[cobalt anchor]

Unfortunately there are no specific options to turn off certain sound effects

[small wraith]

when i open a pack for the mlp it like doesn’t actually give me the badge ToT

[dusty tangle]

Can you please check if your backpack is full ?

[small wraith]

YWP IT IS, TYSM

[sage aurora]

helloo everyonee, does anyone know here how I can reachh heartopiaa in regards with my problem in their recharge shopp? >_<

[dusty tangle]

For transaction issues, you need to reach out to 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.

[sage aurora]

I already did thatt last last week and they already gave me a feedback upon my report but their "suggested action" didn't work huhu

I even gave them another ticket and submitted another feedbackk but nothing still happened, I didn't get any refund nor my heart diamonds T^T

[dusty tangle]

Ooh I see. They are the only team that deals with refunds and transaction issues though. There’s really no one else that can help provide solutions.

[uncut bramble]

Baboo! We kindly ask you once again to adhere to our ⁠https://discord.com/channels/1128257488375005215/1405490387250053282 .
This means that friendliness, helpfulness, mindfulness, and kindness in your words will be greatly appreciated, and good cooperation is paramount. Only then can we return to our usual messaging interval. Thank you for your cooperation and support in maintaining this lovely community.

[eager juniper]

How would I open a ticket with the support center?

[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.

[twilit cape]

is there a way we can fix the in-game time? or is the game not going to adjust to day light savings time?

[muted oasis]

I had to uninstall my game and reinstall and came back to nothing. Why would my progress wipe? Is account recovery a standard ticket, or is there something I'm missing?

[faint vault]

Don't think so on both questions. Seeing as theres other countries involved that would also be affected if the game changed their server times

[woven hemlock]

they didn't have any plans to adjust to daylight savings when i opened my ticket with them previously

[woven hemlock]

double check to make sure you're:

1. logging in with the exact same information as before (eg if you log in with steam, make sure it's the same steam account. you may need to completely log out of any other steam accounts that are currently signed in, such as through the steam website. since the game isn't optimized well, it sometimes detects the wrong account. same with if you're logging in through other methods, eg email, as the game might have initially signed you up with a different email than the one you thought you were using)
2. using the same server as before (if you were playing on asia server, make sure the game isn't trying to log you in on a different server. you can check this by clicking the globe icon next to the start button and checking to see if any other server has an account already created)

[signal vortex]

Hey I'm having some difficulties to log on my game. I only have Google and Facebook accounts. When I try to log with FB or Google, I have the screenshot 2 and the game stay in screenshot 1. I did authorize local network access as requested.

[woven hemlock]

⭐ Check your browser to see if your location is turned on + if you have popups enabled! (Also check your adblock to make sure it didn’t block the pop up.)
NOTE: If you are using Brave, you'll need to click the shield icon! The browser flags the pop upand doesn't let it show up at all
You can also try setting a different browser as default — Google Chrome or Opera seems to have worked for a lot of people

[dusty tangle]

C’est quel navigateur Internet que tu es en train d’utiliser ?

[signal vortex]

Chrome (je savais pas que tu parlais français, à moins que tu utilises le /translate ahah)

[signal vortex]

I don't use Brave but I'm gonna turn the location and turned off my adblock ! Thanks

[dusty tangle]

Je parle français mais c’est ma langue secondaire donc mon anglais est beaucoup mieux que mon français. J’habites à Montréal, Qbc et je travaille et parle en français à tous les jrs.

Donc finalement le problème est résolu ?

[signal vortex]

It worked ! It was my ad blocker that was preventing pop ups

[signal vortex]

Problem solved ! Ah mais du coup tu parles le VRAI français (parce que le Québec c'est de l'ancien français)

[faint vault]

@spring plinth they're still at it

[spring plinth]

Who’s they

[faint vault]

https://tenor.com/view/i-see-what-you-did-there-akeem-eddie-murphy-coming-to-america2-eyyy-gif-1909729494239135643

[signal vortex]

I have yet another issue but I don't know if this can be resolved... I'm trying to stream the game but I can only do that by streaming my whole screen. Do you have any hint as to how I can only stream the game even if I switch to another window ? (OBS Latest version) @woven hemlock

[wicked jacinth]

Have you tried using game capture?

@signal vortex

[vague sparrow]

i can't interact with my cat... no icons are coming up above it's head and i have restarted a few times and same issue

[signal vortex]

Yup it just shows a black screen D;

[dusty tangle]

When this happens, try entering solo-build for a few seconds and then exiting the build mode. Approach your cat again and then you should be able to see interaction bubbles. If you have multiple cats then you may need to do this multiple times.

[vague sparrow]

okay i'll try that, thanks!

edit: that worked! thanks

[wicked jacinth]

Odd. Mine worked instantly, im gonna look into this

@signal vortex follow this for me.

Right click OBS -> Properties -> Compatibily -> Make sure Run this program as an adminitrator is checked

[signal vortex]

Yeah I'm on 32.1.0 on OBS...

[wicked jacinth]

Or just right click and run as admin

[uncut bramble]

Baboo! We kindly ask you once again to adhere to our ⁠https://discord.com/channels/1128257488375005215/1405490387250053282 .
This means that friendliness, helpfulness, mindfulness, and kindness in your words will be greatly appreciated, and good cooperation is paramount. Only then can we return to our usual messaging interval. Thank you for your cooperation and support in maintaining this lovely community.

[signal vortex]

It worked ! Thank you so muuuuch !!!

[quiet haven]

Hi, I started a fishing quest for boat 1 and as soon I boarded I got stuck and can't move. I logged out of the game and came back in and I'm still stuck. I did it twice. 🥺

[wise wharf]

[woven hemlock]

out of curiosity, did it start after you pulled out the fishing rod?

[woven hemlock]

can you elaborate on what you are trying to do versus what the game is doing?

[wise wharf]

I was trying to do the long hold click for the bug catching hobby to aim and I was told it was the same and I should just hold it down but it’s not working..

I assumed I was just doing it wrong and it was a different way for pc

[faint vault]

Omg, I didn’t realized you’re using F. Use your cursor

[wise wharf]

Oo tysm

I was so confused and convinced I was definitely doing it wrong so I’m glad I know how now, I’d be sad if I couldn’t catch the bugs during the rainbow

[faint vault]

Thank goodness you posted the video, or I would have kept thinking you were doing it wrong lol

[wise wharf]

I’m glad I took the video too because I’d never figure it out

[signal vortex]

Btw does the game allow controller like Xbox One controller ? Or is there an available config in Steam Input ?

[dusty tangle]

There is zero controller compatibility. If you try to connect a controller, it’ll cause movement and tool interaction issues until you disconnect it again.

[hearty pewter]

Heres the instructions i was given to post for issues with controllers

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.

[signal vortex]

Oh c'est dommage parce que certaines personnes ont des handicaps au main par exemple ou même des troubles mentaux qui peut faire que contrôler un personnage etc avec seulement clavier et souris devient très difficile. Par exemple, personnellement j'utilise la couleur des boutons sur ma manette pour jouer agréablement

[dusty tangle]

Oui je sais et je suis tellement en accord. Malheureusement on attends depuis Novembre pour des infos ou quoi que ce soit. On a jamais eu des nouvelles mais j’espère qu’un jour on va l’avoir.

[broken ice]

Why I can't redeem my premium acorn pack voucher in the new event? It says use it during fashionwave

[woven hemlock]

has the fashionwave started for you yet? it starts march21 6am server time

[broken ice]

yes it is Asia Server 5am server time

I guess I'll try to restart the game and see how it goes. I'll get back to you

[woven hemlock]

• if the day has not yet restarted for you, then the fashionwave probably hasn't started
• based on the previous fashionwave, there was a week of 'preparation' before the fashionwave event officially started. this may be the case for the cinematic fashionwave as well. check to see if the banner for the event pass is available yet

[broken ice]

The event already started on the Asia server at 5 AM, but I’ll try redeeming it at 6 AM since that’s the usual reset time.

[woven hemlock]

does the event show the premium pass banner?

[broken ice]

yes it can be purchased

[sacred gazelle]

Does anyone know if there’s any one else i could speak to other than customer service on the app? I haven’t gotten a response back other than them telling me to buy more gems to see if it will trigger the amount i bought already😭😭😭😭

[woven hemlock]

try again a bit later then yeah, if it still doesnt work, will need to contact customer support

[woven hemlock]

ah, i think it's because the name of the pass is different ("supreme" vs "gilded"). potentially its because this isn't the same type of event (fashionwave vs festival)

[broken ice]

that's what i thought tho

[woven hemlock]

can contact customer support for confirmation, but that's my guess yeah

[broken ice]

I already asked customer support a month ago and they answered that this voucher can be used in the next event. I don't know why they have to change the Voucher's name and won't be able to use it.

[dusty tangle]

Do you have any quests to do with Azure or Atara ? Any phone calls missed or anything ? There might be an introduction quest you need to complete first before being able to participate in the Fashionwave.

[woven hemlock]

'next event' doesn't necessarily mean the same type though, we've known for a while that the cinematic event is slightly different from the frostwave

they probably mean the next fashionwave event

i would send them a screenshot of your previous coreespondance to ask for clarification

or see if you can re-open the old ticket

[quiet haven]

Where can I report a bug? I'm having problems with getting stuck when I bring out my fishing rod. 😭

[uncut bramble]

Baboo! We kindly ask you once again to adhere to our ⁠https://discord.com/channels/1128257488375005215/1405490387250053282 .
This means that friendliness, helpfulness, mindfulness, and kindness in your words will be greatly appreciated, and good cooperation is paramount. Only then can we return to our usual messaging interval. Thank you for your cooperation and support in maintaining this lovely community.

[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.

[quiet haven]

I'm on my laptop!

[dusty tangle]

Is there anything connecting via Bluetooth ? Can you please double-check ?

[quiet haven]

I don't have anything connected to Bluetooth.

I'm only using a joystick.

[dusty tangle]

Yup, that’s it.

That’s interfering with your movement.

[quiet haven]

Do I unplug it and put it back in?

[dusty tangle]

You should completely disconnect it and then restart your game please. You must play without a joystick unfortunately.

[quiet haven]

Well, that's the only way I can play. I don't like just using the keys. It's very annoying. 🤪 But I will unplug it and restart the game. I had no problems before! ❣️

[dusty tangle]

I know. Hopefuilly one day we’lll see controller support and improvements in that area. I really do hope.

[quiet haven]

🥰

[signal vortex]

C’est certains que le jeu a plus d’avantage de mettre en place les manettes vu que ça fera plus de joueureuses. L’accessibilité des jeux en 2026 c’est plus du tout une option je trouve. Il faut un mode daltonien, et plein d’autres choses de ce genre.

Le jeu est créé par une boite chinoise c’est bien ça ?

[dusty tangle]

Oui je sais. Il y a déjà beaucoup de personnes ( ex: Streamers sur Twitch ) qui ont quittés juste à cause qu’on peux pas utiliser les manettes pour jouer. C’est un gros manque je trouve, mais j’imagine qu’ils vont ajouter le support pour les manettes éventuellement parce que c’est vraiment important pour tous les joueurs ( pour des raisons diffêrents ).

Oui c’est créé par XD Games qui sont en Chine.

We hope and we pray for controller support one day. I also have a controller I would love to use as well. It would be so amazing.

[sour summit]

Hi, I purchased 300 in-game coins, but an error appeared telling me to contact support. How can I do that? The payment was charged, but I didn't get anything.

[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.

[signal vortex]

Je peux comprendre ces joueurs, c’est un jeu cozy (et qui attire probablement les joueurs d’Animal Crossing qui sont habitués à la manette) et quoi de plus cozy que la manette. C’est plus comfy que d’avoir sa main en "araignée" sur le WASD le shift etc mdrr

Ah d’accord c’est bon à savoir !

D’ailleurs tu sais s’il y a un rôle ou un programme pour les streamers (vu que je stream c’est toujours bon à savoir)

[dusty tangle]

Totalement en accord avec tt ce que tu as écrit.

À propos du programme pour les streamers, je ne suis pas au courant donc il faut demander aux modérateurs. Il faut envoyer un MP à @twin yacht .

Suivez les instructions ici à #guide

[sacred gazelle]

Omg wait same thing happened to meee😭😭

[meager escarp]

I play Heartopia on my PC and now I am traveling and installed it on my laptop.My laptop is creating new character even that I am lunching both from Steam. What should I do to merge?

[solemn pivot]

i have a bug i like to report when i got out of build mode this happened to my vehicles the model keeps spinning its weird i respawned my vehicles and others did the same thing

[reef crown]

My screen froze

[quiet haven]

My husband disabled my Bluetooth on my laptop so far it's doing okay with my joystick. I know you have said to not us it but I use it to move my character. The rest I do use the space bar for jumping and the F key for chopping. ❣️

[reef crown]

And it crashed

[uncut bramble]

Baboo! We kindly ask you once again to adhere to our ⁠https://discord.com/channels/1128257488375005215/1405490387250053282 .
This means that friendliness, helpfulness, mindfulness, and kindness in your words will be greatly appreciated, and good cooperation is paramount. Only then can we return to our usual messaging interval. Thank you for your cooperation and support in maintaining this lovely community.

[median bluff]

why is my game so laggy lately? it used to run so smoothly up to last week (literally havent done anything w my computer)

[deep locust]

i double this, quite funny

hahahahaha

[weak apex]

i need help my friend gifted me a gilded premium acorn pack but i already have one can i use it on the recent fashion wave like the festival one?

[silver surge]

Is anyone else have a problem where every time they use the fishing pole they cant move after that

[glad siren]

The extra phase for the sea fishing event IS NOT WORKING either the devs did something to change it, or it's broken. We've tried to trigger this stupid thing multiple times.

[uncut bramble]

Baboo! We kindly ask you once again to adhere to our ⁠https://discord.com/channels/1128257488375005215/1405490387250053282 .
This means that friendliness, helpfulness, mindfulness, and kindness in your words will be greatly appreciated, and good cooperation is paramount. Only then can we return to our usual messaging interval. Thank you for your cooperation and support in maintaining this lovely community.

[silver surge]

Oh okay thank you for the info

[glad siren]

Not to mention anytime I use lures, fish keep getting pulled down deep into the water as if getting caught in some sort of vortex and that is extremely annoying.

[weak apex]

how can i use may fashion wave card from the gilded arcond last event to this dream cinamatic event, can i still re use the card that my friend have gifted me?

[lunar agate]

Good day, how can I contact customer service?

[glad siren]

Make a report in game?

[desert stone]

how do you fix this friend cant open it from steam without crashing

[sharp mortar]

Bro why does the game always lag like i cant even start the game

[uncut bramble]

Baboo! We kindly ask you once again to adhere to our ⁠https://discord.com/channels/1128257488375005215/1405490387250053282 .
This means that friendliness, helpfulness, mindfulness, and kindness in your words will be greatly appreciated, and good cooperation is paramount. Only then can we return to our usual messaging interval. Thank you for your cooperation and support in maintaining this lovely community.

[weary bolt]

The game says that I don't have time to do an action, so it's doesn't able me to do it

[lunar agate]

Yes. I purchase full membership but it says it's failed but it's already deducted on my gcash balance

[calm stratus]

Just opened the app about 30 mins ago. My screen has froze for 3 times now

[signal vortex]

Hey I got a persistent bug, when I'm fishing. Once I caught a fish and reeled it, my character is frozen in a state as in the character is still looking for a way to throw the fishing rod. I tried :

• Putting away the fishing rod
• The button to displace myself in the settings

The only fix is to have a friend grab your hand...

[glad siren]

We need the devs to be present in their own discord, mods are silent and do nothing, how else is anyone supposed to relay bugs to them or get any assistance. -_-

I've got a multitude of bugs/problems I've noticed. Better off talking to a wall.

[sterile stone]

I bought the. I emailed recipes from Massimo but they are not in my backpack

[haughty geyser]

where is doris? its a moon rainbow, doesnt that count?

[torn hamlet]

How to cook the time limit recipes? I bought recipes, I learn it but I can't cook it because it doesn't show up on the stove

[thorn tiger]

I purchased the Spring festival pass. But It wasn't unlocked in the game. I have all the receipts.

[sterile stone]

I bought the cinema pass and it says error in purchase, contact support. Also the new re pies don’t show up anywhere, not warehouse not mail

[slate lantern]

Is ur steam acting weird like the game when u stop it, it still runs?

[desert stone]

no her steam still runs

[slate lantern]

If it failed and ur gcash balance deduct what did u use? Kasi that means one of ur app holding the money for now and will give it back to u soon since it failed

[sterile stone]

Okay the new recipes need to be made on the popcorn cart, so make that first

[slate lantern]

No no I mean when u open the game from stream right, it will say running but when u try to stop it example it will try but then go back to running which I am guessing why it's showing that crash error.

Uh if it's hard to understand I suggest to u try to restart the steam or restart pc

[snow trail]

Hi! Friend here! ^_^

It doesn't say running after the game crashes on my steam page

[slate lantern]

Is it stuck in stopping instead or nah?

[snow trail]

The button just says play after it crashes

[proud ingot]

porch28470809 has been warned

Reason: Posted an invite

[slate lantern]

Ohh dangg but did u try to end of Task steam or restart ur pc first? I thought it'll be the same issue

[snow trail]

I'll try restarting my pc tonight when I get off call with my friend and see if that fixes anything lol

Thank you for the help !!!11!1!

[slate lantern]

I hope so tooo

[weak apex]

how can i use may fashion wave card from the gilded arcond last event to this dream cinamatic event, can i still re use the card that my friend have gifted me?

[uncut bramble]

Baboo! We kindly ask you once again to adhere to our ⁠https://discord.com/channels/1128257488375005215/1405490387250053282 .
This means that friendliness, helpfulness, mindfulness, and kindness in your words will be greatly appreciated, and good cooperation is paramount. Only then can we return to our usual messaging interval. Thank you for your cooperation and support in maintaining this lovely community.

[slate lantern]

Idk if u can use it rn since it's a festival not fashionwave like winter event but yeah u can still save that up for the next fashionwave

[lunar agate]

I use gcash via google pay. I already submit a ticket to customer service.

[slate lantern]

To Google pay or heartopia? Cause google the one holding ur money rn

[proud ingot]

sae_tt43 has been warned

Reason: Posted an invite

kurama5407 has been warned

Reason: Posted an invite

[distant finch]

how to cook new recipe from fashionwave?

[proud ingot]

porch28470809 has been warned

Reason: Posted an invite

cx_cg06 has been warned

Reason: Posted an invite

kurama5407 has been warned

Reason: Posted an invite

[flat rapids]

Anyone know how to fix the loading freezing at 9% with a network unavailable popup?
On pc and already tried verifying game files/restarting pc, game also seems to work if I use a vpn but I would rather not have to use a vpn, it was working fine until today.

[woven hemlock]

If it’s saying network unavailable, try these:

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

You should be able to use vpn to get into the game, and then switch back to your regular network once you’re in

[woven hemlock]

#gameplay-help

[woven hemlock]

did you have a technical question?

[woven hemlock]

devs/staff don't look in this channel, this server is for the community to help each other. gotta report bugs to their support center~

Help! I need to contact customer support!

There’s three places in the game you can access the support center from:

• From the loading screen, click the round icon in the upper corner with the headset logo.
• From the start screen, Settings (the gear icon in the top right) >> 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]

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

[woven hemlock]

She should be where the rainbow is, #gameplay-help will know more

[proud ingot]

porch28470809 has been warned

Reason: Posted an invite

[woven hemlock]

• If you’re lagging when near player houses, it’s probably because the game is struggling to load in their house. Can move to a town with less people to try and lessen the number of assets being loaded
• If you’re in a server that started the new cinematic event, it’s likely due to too many players logging in at the same time as the new event. Should ease up once activity slows down, but the frostwave event also had lag for a lot of players due to the number of new items in the event-special area
• Try clicking ‘repairs’ in the start screen in case it’s a matter of corrupted files.
• Try rebooting your device

[woven hemlock]

can you show a screenshot of the message?

[woven hemlock]

Help! My character is walking on their own without my input / I can’t move after pulling out a tool / my tools are aiming themselves 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

[woven hemlock]

If you can get a video of this happening, send it to their customer service

[late bison]

What should I do if I paid for the festive pack already but it didn't appear on the game?

[crude rapids]

Need help I gifted my friend the festival pack but it just shows an empty box and still locked on event pass

[lunar agate]

I buy in heartopia

[woven hemlock]

• Check your card payment to see if it shows as paid or processing etc. If you paid via Apple App Store, Apple, especially, likes to hold different payments and process them all together, which will delay when a reward is delivered to your account.
• If you paid via the official website, make sure you selected the correct server (eg if you play on Asia server, make sure you selected Asia server in the website as well, because it’s possible to charge to the wrong server even if you don’t have an active account there)

Other than that, you’ll need to contact support for billing issues

Help! I need to contact customer support!

There’s three places in the game you can access the support center from:

• From the loading screen, click the round icon in the upper corner with the headset logo.
• From the start screen, Settings (the gear icon in the top right) >> 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.

[flat rapids]

tysm, i tried reconning internet to no avail before but not restarting router which fixed it

[woven hemlock]

Have your friend search their backpack and warehouse for a ticket/voucher. When the gift is accepted from the mailbox, it’s automatically removed from the gift box and placed as a separate item that they have to find and manually activate from their inventory

[late bison]

The card payment went thru via google playstore. Has reciept in google playstore too.

[proud ingot]

lxlx_l has been warned

Reason: Posted an invite

[woven hemlock]

Does it say processed in whatever card payment you used in the Google Playstore?

Not in the play store itself, but via the card/bank statement

[late bison]

Ah nvm it went to my sis acct? Idk why since i bought from my acct haha.

It didn't happen before when I buy other stuff in the game weird

[woven hemlock]

Oh interesting, do you guys play on the same device?

Must’ve been surprising for her to suddenly find a pass she didn’t pay for

[crude rapids]

Sorry does that mean she have to spend too?

[woven hemlock]

Ah, you purchased the upgrade voucher, rather than the basic/premium version. If she doesn’t already have the basic voucher, then she can’t use it, because she has nothing to upgrade

Need to purchase the basic voucher for her also, so that she can redeem that, and then use the upgrade voucher you gave first to upgrade it to the higher tier

[crude rapids]

Ohh i see i see. Thanks big help

[weary bolt]

Oh I didn't took a picture, but when I visited a friend in another town, the issue dissapeared

[uncut bramble]

Baboo! We kindly ask you once again to adhere to our ⁠https://discord.com/channels/1128257488375005215/1405490387250053282 .
This means that friendliness, helpfulness, mindfulness, and kindness in your words will be greatly appreciated, and good cooperation is paramount. Only then can we return to our usual messaging interval. Thank you for your cooperation and support in maintaining this lovely community.

[prisma crescent]

Hey is anyone else having their ability to move smh jump limited/frozen while in an event? I ended up missing a fishing event I started because pretty quickly after I got on the boat, the controls stopped working for that specifically. I could do literally everything else except move

[proud ingot]

sae_tt43 has been warned

Reason: Posted an invite

[trail ruin]

I bought the full membership and my stuff I bought isnt loaded in...

[civic flame]

Hi guys it's 6 am in my country now and i didn't get any dailis ?

[woven hemlock]

Check your server time not your local time. Each server has its own server time so when you go to the watch, click on the time and a pop-up will appear that will tell you what the server time is compared to your local time the clock on the watch displays your local time But daily reset and when insect birds or fish appear, depends on the server time. Daily reset happens at 6 AM server time.

[civic flame]

Oh I see thank you so much and sorry for bothering ❤️

[woven hemlock]

Not a bother at all! That’s what these channels are for

[civic flame]

Still for me it's a late night annoying msg lol So thank you again and sorry for the bother ❤️

[woven hemlock]

Now that you know the answer, if you see someone else with the same question, you’ll be able to help them as well 🙂 so definitely not a bother. We are spreading the knowledge around.

[gaunt merlin]

i have fertilizer and i can't fertilize my plants for my daily commission. my plants don't have any fertilizer on them btw. i tried switching to mobile too, still doesnt work. i think its a bug

[rancid wyvern]

@wintry ivy

[glad crystal]

username: VYLE
ASIA SERVER: 2qnecdf8

my friend gifted me a FESTIVAL PACK and a SUPREME FESTIVAL PACK BUTTTT, when I claimed it, the only thing that appears on my backpack is the SUPREME FESTIVAL PACK. Therefore, I cannot use it because the FESTIVAL PACK IS MISSING. I cannot find it anywhere, pls help me solve this issue because it was a gift from my friend. thankyou

@wintry ivy

[civic flame]

Sure Sure It's my pleasure ❤️

[real quest]

the procurement price is too low:((((

[woven hemlock]

Did you receive two separate mails, one for each voucher?

Is your backpack full? If so, check your mailbox and warehouse, the stoves/etc only see what’s in your backpack, not anywhere else

[floral warren]

Hello, I have gifted my friend the GAMG Full membership but we dont know how to claim it. Can someone please help me?

[woven hemlock]

Do you need help with something, or are you trying to give feedback to the devs?

[rancid wyvern]

Its not full

[woven hemlock]

May need to check with #gameplay-help then to make sure you’re making the right ingredients

[woven hemlock]

Have them check their mailbox for a letter from you with the voucher inside, and accept the gift. Then they need to go to their backpack and warehouse and search for the voucher to manually activate it

[woven hemlock]

Can you show a screenshot?

[wicked jasper]

Hello, i cannot seem to summon my car.

[woven hemlock]

Looks like you’re getting your daily rewards, do you mean the activation rewards?

[floral warren]

thank you so much! when we claimed it, it's also not showing on their backpack or warehouse. I already asked my friend to restart the game.

[woven hemlock]

Make sure they’re looking for the voucher, not the gift box. The box will be empty, since the voucher is removed from the box upon acceptance

[floral warren]

yes, it's not showing on their inventory as well

[woven hemlock]

Out of curiosity, did it start freezing when you pulled out the fishing rod

[floral warren]

THANK YOU! we found it ❤️

[prisma crescent]

I'm not entirely sure, sometimes yes other times no? I rebooted the game 3-4 times and got the same problem

I couldn't even aim the rod, only cast where it was

[woven hemlock]

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 — the game isn’t controller-supported, so anything that is detected as such causes these sorts of bugs

[prisma crescent]

I'll see if any of this helps, thank you

[uncut bramble]

Baboo! We kindly ask you once again to adhere to our ⁠https://discord.com/channels/1128257488375005215/1405490387250053282 .
This means that friendliness, helpfulness, mindfulness, and kindness in your words will be greatly appreciated, and good cooperation is paramount. Only then can we return to our usual messaging interval. Thank you for your cooperation and support in maintaining this lovely community.

[topaz crystal]

what to do if the cat is unclickable?

[foggy wraith]

change town~

[topaz crystal]

great. thanks

[uncut bramble]

Baboo! We kindly ask you once again to adhere to our ⁠https://discord.com/channels/1128257488375005215/1405490387250053282 .
This means that friendliness, helpfulness, mindfulness, and kindness in your words will be greatly appreciated, and good cooperation is paramount. Only then can we return to our usual messaging interval. Thank you for your cooperation and support in maintaining this lovely community.

[bold herald]

can someone enlighten me why this is happening

[woven hemlock]

click 'repairs' in the top corner of the start screen
if that doesn't work, follow the network troubleshooting tips below:

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

[bold herald]

oki thankiee:))

[proper sparrow]

i dont think my car is supposed to be doing this....

[woven hemlock]

putting the car away and then re-summoning it should fix it, but it's a common bug with objects rotating when they shouldn't. can send to their customer service if you want to add to the tickets letting them know this is happening

devs/staff don't look in this channel, so gotta report bugs to their support center~

Help! I need to contact customer support!

There’s three places in the game you can access the support center from:

• From the loading screen, click the round icon in the upper corner with the headset logo.
• From the start screen, Settings (the gear icon in the top right) >> 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.

[glossy wave]

Bro!!! So this won't be useable anymore? It says "Please use it during fashionwave" Bruh today is a new fashionwave! What happened?

[woven hemlock]

already answered you in the other channel o7

[glossy wave]

Yeah thank again, I sent it here the same time to other channel

[gritty stratus]

i keep getting stuck completely still at the border of my home/land.

ive reloaded my position 3 times

[robust crescent]

Hi, I have an issue. My little pony (connection) its light up puzzle suddenly does not tally and im not able to click on the last reward. Can anyone help

[woven hemlock]

can you show what you mean?

[woven hemlock]

did you already click 6 out of 7 days? according to the images, you've only clicked one

[robust crescent]

Yes. Clicked 6 out of 7. Today is the 7th day. This morning I tried clicking was unable to after new update.

[woven hemlock]

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 — the game isn’t controller-supported, so anything that is detected as such causes these sorts of bugs

[woven hemlock]

try clicking 'repairs' from the start screen, it looks like the game reset your progress on the puzzle, so it's only showing one out of seven days instead of seven out of seven

[gritty stratus]

i had alr completely closed the game and reloaded it, my controller is off already.

[woven hemlock]

needs to be completely unplugged/disconnected, not just off

the game is really sensitive to controllers despite being not controller-supported 😔

[robust crescent]

have done so, however still remain the same

[uncut bramble]

Baboo! We kindly ask you once again to adhere to our ⁠https://discord.com/channels/1128257488375005215/1405490387250053282 .
This means that friendliness, helpfulness, mindfulness, and kindness in your words will be greatly appreciated, and good cooperation is paramount. Only then can we return to our usual messaging interval. Thank you for your cooperation and support in maintaining this lovely community.

[woven hemlock]

the new cinematic goat/wolf gacha also has a similar banner, so might be a bug, since you said it reset after the update earlier. if you play on steam, can try to verify integrity of game files, but i would send the screenshot to the customer support so that they can look into it

Help! I need to contact customer support!

There’s three places in the game you can access the support center from:

• From the loading screen, click the round icon in the upper corner with the headset logo.
• From the start screen, Settings (the gear icon in the top right) >> 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.

[abstract crest]

all the puzzle are appearing

[woven hemlock]

report to the customer service, i think it's a bug because there's two rally banners at the same time
devs/staff don't look in this channel, so gotta report bugs to their support center~

Help! I need to contact customer support!

There’s three places in the game you can access the support center from:

• From the loading screen, click the round icon in the upper corner with the headset logo.
• From the start screen, Settings (the gear icon in the top right) >> 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.

[robust crescent]

Understood, thank you👍

[dire ruin]

anyone have issues with building on their island? i open a blueprint and i just... fall through the world lmfao. same with just normal building........ its annoying af and im regretting spending the stars for the island

[wispy sigil]

Can link me where the answer is? I also want to know

[clear fern]

How can I craft the cinema furnitures when light and shadow material is lock?

[reef crown]

When my game freezes, is there anything I can do to make it unfreeze? I was doing the fishing tournament. Of course it eventually crashed completely sadly. Should I click fix? When I got back on, I ended up under the whole boat somehow.

[woven hemlock]

bug, try clicking 'repairs' on the start screen. you can also try to enter build mode straight from the terminal, that worked for one player

please report it to their customer service so that they can fix it o7

Help! I need to contact customer support!

There’s three places in the game you can access the support center from:

• From the loading screen, click the round icon in the upper corner with the headset logo.
• From the start screen, Settings (the gear icon in the top right) >> Support Center >> Contact Customer Service.
• From in-game, Settings >> Account Management >> Support Center >> Contact Customer Service

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

[woven hemlock]

the current event is a festival, not a fashionwave -- since it's different, we're guessing that you need to save the voucher from the frostpore event for the next fashionwave instead. however, this is just a guess, so the best thing to do is to get confirmation from their support center

[woven hemlock]

#gameplay-help

there should be more players there that know the answer o7

[woven hemlock]

try clicking 'repairs' at the start screen in case it's a matter of corrupted files yeah

does the freezing/crashing happen after you do any specific action, eg pulling out a tool?

[reef crown]

I do not know. It was the first time it ever happened.

[robust crescent]

Sorry, can I check do I need to report too? or one side report will do

[formal spire]

Is there an option to upgrade the load?

[reef crown]

However, thank you. I will definitely click repair if I begin experiencing it more often.

[woven hemlock]

feel free to also report it, since there's a time limit, it's better to let them know as soon as possible

[woven hemlock]

no option to upgrade the load at this point in time

[glad hearth]

It says i cant place this screen in my island? but the rest of the event stuff i can?

[woven hemlock]

it's possible it could be used for a hobby, hobby items can't be used on the island. can send it to support center for confirmation

[uncut bramble]

Baboo! We kindly ask you once again to adhere to our ⁠https://discord.com/channels/1128257488375005215/1405490387250053282 .
This means that friendliness, helpfulness, mindfulness, and kindness in your words will be greatly appreciated, and good cooperation is paramount. Only then can we return to our usual messaging interval. Thank you for your cooperation and support in maintaining this lovely community.

[high tangle]

Is this an isolated case, or is anyone else experiencing this too?

I made 4 purchases:

• 2 diamond purchases – already fixed
• 1 Supreme Pack – still pending
• 1 gifted Supreme Pack – still pending

None of my purchases are showing up in my account, even though the payments were already deducted 😭

I still have to contact customer support just to receive what I paid for. Only 2 out of 4 purchases have been resolved so far. It’s really frustrating 😭😭

This is making me disappointed with the game, especially with all the bugs already present.

[woven hemlock]

on your card payment, does it say that it's processed, or that it's still pending? need to look at your bank/card statement

also, did you purchase through website, google play store, apple store, etc?

[high tangle]

Apple pay - already processed and has order number

[polar bridge]

the hat of the octopus seemed to be wrong; they should swap its bothering me so much

[woven hemlock]

don't look at the receipt from the store, look at your actual card/bank to see if the payment is processed from there

the apple store likes to hold onto multiple payments and process them all at the same time, which is why you need to check your bank to see if it's processed from that side. if it's processed from your card, then heartopia has received the funds and can give you the purchase, but if it's still showing as processing, then it may delay the purchase

another player contacted the customer service regarding a payment that didn't receive the purchase, and they were asked to reboot the game, and if that doesn't work, to click the purchase button, but cancel the purchase. this can potentially trigger the game into checking for any previous purchases of the pack and giving you the missing pack. however, this didn't work for that player, so not sure if it will work for you. do not purchase it again, the customer support recommended to click the button to purchase and then cancel out of it.

if neither of those work, it's best to reach out to customer support for billing issues. it's a pretty frequent issue of payments not going through, but many others have no issues, so not sure why some people have more issues than others

(this is what the other player received from support, if you'd like to see the actual wording:)

[high tangle]

Already did. They already deducted the amount from my card. Already did all the steps. They are still investigating it. Its kinda bummer to go through this everytime I purchase.

[woven hemlock]

looks like it could be a mistranslation, can let them know through their support center to see if it's a bug

Help! I need to contact customer support!

There’s three places in the game you can access the support center from:

• From the loading screen, click the round icon in the upper corner with the headset logo.
• From the start screen, Settings (the gear icon in the top right) >> 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]

unfortunately it seems to be an issue that happens to some players, hopefully they can figure out what's going on and fix it so that it's not so frequent

[proud ingot]

walace2goat has been warned

Reason: Posted an invite

[uncut bramble]

Baboo! We kindly ask you once again to adhere to our ⁠https://discord.com/channels/1128257488375005215/1405490387250053282 .
This means that friendliness, helpfulness, mindfulness, and kindness in your words will be greatly appreciated, and good cooperation is paramount. Only then can we return to our usual messaging interval. Thank you for your cooperation and support in maintaining this lovely community.

[proud ingot]

rafael_nueve has been warned

Reason: Posted an invite

[still sonnet]

hey yall, I have a friend in singapore whos trying to play on the SEA servers but even with lowered graphics and restarting the game they cant play without big lags

any ideas?

[proud ingot]

8878r has been warned

Reason: Posted an invite

th3s1llyiestg00se has been warned

Reason: Posted an invite

[woven hemlock]

• If they're lagging when near player houses, it’s probably because the game is struggling to load in their house. Can move to a town with less people to try and lessen the number of assets being loaded
• If they're in a server that started the new cinematic event, it’s likely due to too many players logging in at the same time as the new event. Should ease up once activity slows down, but the frostwave event also had lag for a lot of players due to the number of new items in the event-special area
• Try clicking ‘repairs’ in the start screen in case it’s a matter of corrupted files.
• Try rebooting your device
• Check to make sure they have enough space on their device -- if they're playing on a PC, the game passes information through the Cdrive even if the game isn't downloaded there, so make sure that drive has sufficient space

[open nebula]

any way to change my gilded acorn pack voucher (battlepass) to the new one?

[lone wren]

Oh my gosh we have the same issue

[woven hemlock]

the current event is listed as a festival, not a fashionwave - the current guess is that the previous voucher doesn't apply because this is a different type of event
@lone wren @open nebula

[lone wren]

This is useless then

[woven hemlock]

can't be used for the current event, but can save it for the next fashionwave (we don't know when it is)

[lone wren]

Would be better if they'd just make it a universal type thing. Applicable for all events since it technically costs the same.

[woven hemlock]

can send it to them as a suggestion via their customer support~

There’s three places in the game you can access the support center from:

• From the loading screen, click the round icon in the upper corner with the headset logo.
• From the start screen, Settings (the gear icon in the top right) >> 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.

[lone wren]

Thanks for this! I'll try asking their support in-game.

[uncut bramble]

Baboo! We kindly ask you once again to adhere to our ⁠https://discord.com/channels/1128257488375005215/1405490387250053282 .
This means that friendliness, helpfulness, mindfulness, and kindness in your words will be greatly appreciated, and good cooperation is paramount. Only then can we return to our usual messaging interval. Thank you for your cooperation and support in maintaining this lovely community.

[proud ingot]

lucy_bedroque.larper has been warned

Reason: Posted an invite

[upbeat geode]

Just wondering: will heartopia have an offline, nonserver version for when the day comes that the service will shut down? [like a pay once, play forever, still allow steam and console friends with the game to visit eachother’s island type of deal]

Asking cuz i feel like, it would be a waste in the future to put all that work into a live sevice game only to not have an archival version that saves said work for future generations

[dusty tangle]

At the moment, we have no information about this. This would be a good question to ask Customer Support though.

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.

[woven hemlock]

It's a good suggestion, but very few online games create an offline version after they shut down, so it's very unlikely to happen

In order to visit each other's towns, you would still need an online version and servers to host it. If they take the game down, the servers would no longer exist

(Servers as in the things that hold your data, not the asia/america/etc servers that we play on)

[upbeat geode]

I feel like online games need to change that, and you could do what ECO and splatoon do: use the froend or yourself to host

[dusty tangle]

Animal Crossing also created an offline server when they shut down which was super nice of them to do.

Just please remember that Customer Support in-game is the only team that works directly with the developers and has the most accurate information in regards to stuff like this. It’s also very possible they aren’t even thinking about end of service or offline modes yet ( if it is something they will or will not do ).

This is a channel where players are helping other players. So we are not staff and can’t guarantee information one way or another, especially about a topic like this.

[stiff ingot]

Is the game laggy for everyone or is my device the problem? (iphone 11)

[upbeat geode]

Thats fair, just wanted to know in advance cuz it would also be a waste for players who financially support the game only for everything they paid for overtime to wind up gone

Yes zon, it tends to buffer on my iphone 14 as well, and my phone gets rather warm

[stiff ingot]

Is there a reason why? Will devs fix the lagging?

[dusty tangle]

The issue revolving around lag has been on-going since the day of launch ( January 7 ) and was present during the beta tests as well. The game still needs to be optimized and worked on for sure, we know that much.

The best thing you can do is report the lag and ask them directly in-game on the status of everything ( game lag, optimization, whether they will fix lag spikes and more ).

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.

[woven hemlock]

it could be a number of reasons, but like kayla said, the game is simply not optimized well 😔

• If you're lagging when near player houses, it’s probably because the game is struggling to load in their house. Can move to a town with less people to try and lessen the number of assets being loaded
• If you're in a server that started the new cinematic event, it’s likely due to too many players logging in at the same time as the new event. Should ease up once activity slows down, but the frostwave event also had lag for a lot of players due to the number of new items in the event-special area
• Try clicking ‘repairs’ in the start screen in case it’s a matter of corrupted files.
• Try rebooting your device to see if your device just needs a nap
• Check to make sure you have enough space on their device - the game uses a lot more memory than it reports, so if you're close to full, it may cause lag
• If you have an older model, you can look in the in-game graphics settings (Watch >> Settings >> Graphics) and try moving some of the options around to see if any of them help with the lag, such as with object rendering/etc

[stiff ingot]

That’s odd, I’ve only experienced the lagging just after the recent updates whenever I log in. My game has been pretty smooth since I had it, even after adjusting my graphics settings I still experience lags but alright, I’ll check my device and report. Thanks!

[woven hemlock]

yeah my game was perfectly fine at the beginning, but i noticed that with each update/maintenance, my lag has been getting worse and worse when i load in. i have to stand there for ~30 seconds to let everything load now before i can move around (i have an iphone 15)

-# as long as i dont move the camera, the game moves perfectly fine, but as soon as i move my camera.... ah.... lag....

[uncut bramble]

Baboo! We kindly ask you once again to adhere to our ⁠https://discord.com/channels/1128257488375005215/1405490387250053282 .
This means that friendliness, helpfulness, mindfulness, and kindness in your words will be greatly appreciated, and good cooperation is paramount. Only then can we return to our usual messaging interval. Thank you for your cooperation and support in maintaining this lovely community.

[obsidian geyser]

its a bit crazy that in game it says 6 am dailies refresh it is 6 am but its not refreshing till 7 am why did we push it to 7 kinda messes up peoples old routine would just be nice if somehow this was changed so others were not mislead as well.

[woven hemlock]

america switched to daylight savings but the server is still using the old clock

if you click the time in the watch, it will tell you heartopia time for that server

[uncut bramble]

Baboo! We kindly ask you once again to adhere to our ⁠https://discord.com/channels/1128257488375005215/1405490387250053282 .
This means that friendliness, helpfulness, mindfulness, and kindness in your words will be greatly appreciated, and good cooperation is paramount. Only then can we return to our usual messaging interval. Thank you for your cooperation and support in maintaining this lovely community.

[gleaming dune]

I've downloaded it in pc, I have played it for a weeks now. Then suddenly it became like this, I've tried restarting already. Please help, Thank you!

[drowsy night]

it's literally impossible to get this bubble for one of the quests. ive been jumping at it for 5 minutes, i cant get onto the fence and i cant spawn a vehicle or anything to stand on.

[gleaming dune]

Try to hold the jump button for higher jump!

[drowsy night]

i am.. nvm i retract this statement, the game jsut didnt register it the first 12 times

nvm the game just wouldnt register it the first 12 times

[misty sage]

use your car bro

[drowsy night]

refer to the original message i sent..

[long venture]

Is anyone here experience the same problem opening the game like this? please help.

[proud ingot]

latte._99 has been warned

Reason: Posted an invite

[fading crag]

I can’t use my ticket pass, someone can help me ?

[warm hollow]

Hello I'm trying to use a voluture and other won't let me

[fading crag]

I have the same problem but with the pass

[warm hollow]

I was having the same problem last event as well not sure what to do

[fading crag]

Me tooo hahahah

[solid seal]

I cannot buy either of these packs, I click on it and it recognizes I did, but it does not pop up payment window. I play on Steam, I've verified the integrity of the files, I've gone to the opening menu and repaired the file, I've switched towns, I've uninstalled and reinstalled the game. Is anyone else having this issue?

[fading crag]

But nobody help me

[blissful sundial]

Me, exactly the same

[solid seal]

Glad I'm not alone. I can't buy anything, even if I wanted more Hearts it's not letting me.

[warm hollow]

Hope someone will i feel bad my sister gifted it to me a waste of money so far

[blissful sundial]

I have the receipt but as you can see, I don't have it unlocked

[solid seal]

Hopefully they're on it, no rush of course. We have 41 days still, but still. lol Let me give you my money! XD

[fading crag]

I see here now we really cannot use

We need a new ticket, I just buy a new now it’s works

[warm hollow]

Yea someone said it's a different form of event and won't work 🤬🤦🏽

[fading crag]

But I contacted support last month and they told me it would work, meaning they lied to me. Something needs to be done now to resolve this problem.

[warm hollow]

Agreed

[tropic fulcrum]

Where is my cooking!? Nothing loads and it takes a decade to exit.

[frank vigil]

I just bought a large fish tank and it took 200 stars but didn’t give me the fish tank

[uncut bramble]

Baboo! We kindly ask you once again to adhere to our ⁠https://discord.com/channels/1128257488375005215/1405490387250053282 .
This means that friendliness, helpfulness, mindfulness, and kindness in your words will be greatly appreciated, and good cooperation is paramount. Only then can we return to our usual messaging interval. Thank you for your cooperation and support in maintaining this lovely community.

[topaz pendant]

yooo just got the cinema supreme pack.. the big screen when i set it down is invisible :')

[icy meteor]

hello any help ? I just forgot claim the mail when my backpack full and cant find the recipe mushroom pie

oh its in my storage house already sry

[signal vortex]

Yep it was my controller x) Thanks !!

[vale parrot]

Hey! - So I can't fish normally. As soon as I take out my fishing rod I'm stuck. Resetting the position does not help, the same goes for catching insects - as soon as I jump it automatically goes to the long distance catch.
I have updated the game, deleted, reinstalled nothing works. Any advise?

[vagrant marten]

It's not mainly a technical question but I don't know where else to ask: why do we have the same event then the chinese server, that already exists one year longer, now? Does that mean we will miss all the Events that were on the chinese Server the last year. That would be really sad

[jaunty bane]

I have the same problem, I can't believe it. When you buy a new ticket is seems a little different. Like every season has his own ticket. They have to explain this to us, I'm very upset right now.

[fading crag]

Me too, I want at least a refund; I didn't think this was fair to us.

[jaunty bane]

Because it isn’t, this is a scam; if they don’t fix it, I won’t spend another penny on them.

[uncut bramble]

Baboo! We kindly ask you once again to adhere to our ⁠https://discord.com/channels/1128257488375005215/1405490387250053282 .
This means that friendliness, helpfulness, mindfulness, and kindness in your words will be greatly appreciated, and good cooperation is paramount. Only then can we return to our usual messaging interval. Thank you for your cooperation and support in maintaining this lovely community.

[ornate geyser]

Hi devs, I'm having the same issue with a bunch of the people in here. My bug net seems to be permanently set to trying to catch bugs in one direction and won't let me walk around. My fishing rod is the same thing, it seems to be permanently trying to cast and won't let me move.
None of the tools seem to be working properly right now. Been happening since last night around 9pm EST.

[royal oyster]

A friend had got me this by mistake and i couldnt use it, and i know someone proubly already answered this but. What can i do with it now? Since there a new wave and the voucher seems different?

[brave charm]

My friend gifted me the battle pass last season, but I already had the premium one. Now the new battle pass is out, and when I try to open it, it says it can only be used at Fashionawave

[brave charm]

Same thing happened to me too. I guess it’s useless now.

[somber marten]

Is this where you say bugs? :3

[jaunty bane]

Yes, it seems that each season has its own pack voucher. I’m having the same problem and I’d like a solution. I mean, you have an $11 item that is completely unusable, what’s the point of that?

[tame spindle]

I also need a refund considering the new pass bought twice when it was supposed to buy once, the first time it didn’t work

[jaunty bane]

I already submitted a suggestion about this. I’d appreciate it if you could give it a like or something so the devs might actually do something about it.

[tame spindle]

Okag I did

[brave charm]

They just want us to spend more money on the game.

[sturdy elk]

I'm unable to cook the recipes I bought

[mystic lava]

Anyone else having issue with the bubble game??

[jaunty bane]

Exactly, It wouldn’t be a problem if it could at least be used in the next season. If we’re spending money on the game, it should at least remain usable, right?

[uncut bramble]

Baboo! We kindly ask you once again to adhere to our ⁠https://discord.com/channels/1128257488375005215/1405490387250053282 .
This means that friendliness, helpfulness, mindfulness, and kindness in your words will be greatly appreciated, and good cooperation is paramount. Only then can we return to our usual messaging interval. Thank you for your cooperation and support in maintaining this lovely community.

[dense forum]

i believe you need to build the popcorn machine to be able to cook those recipes

[rigid pulsar]

Everyone I need help... My friend is bugged and she can't get her EP while I can. Need help 🥺

My screen is on the left, my friend's screen is on the right. She tried exiting and entering back to the game and it didn't work

[sturdy elk]

Where do you get the popcorn machine?

[dense forum]

in the workbench

[sturdy elk]

Oh ok

[ancient topaz]

Hello I am not seeing the new bubble from this new fashion wave bubbles neeed help if u can please share any tips

[devout ermine]

this quest will not work...

[near plaza]

Unplug your controller, Xbox dongle, and possibly turn off Bluetooth and it should fix it.

[cobalt kite]

POSTING AGAIN CAUSE NO ONE HAS FIXED THIS ISSUE IN OVER 2 WEEKS: The game will not allow me to make any for of real money purchases for pink gems or anything else. What is going on???
Thank you.

[dusty cloud]

have you bought the seeds from blanc?

[devout ermine]

Yes

[dusty cloud]

they should be here. they move in a small radius so the location may not be the exact same, try looking around a little
also make sure you've reached dg lvl7 and completed the astralis quest + triggered the new event storyline because otherwise they won't appear

[proud ingot]

toka_sutajudo has been warned

Reason: Posted an invite

[dusty cloud]

did you buy specifically red and white daisies? you may have bought another flower type or wrong colour
if you're entirely sure you've bought the right thing switch towns / rejoin the game and try again

[devout ermine]

Shoot bro... Your right... I just can't read T-T sorry for the trouble

[sand basin]

Is it just not possible to buy the new event passes from the website atm? I don't particularly feel like getting price gouged by the play store prices

[proud ingot]

sx5566 has been warned

Reason: Posted an invite

[stark tundra]

Hey, my heartopia told me to update it, I have 7 gb free, and the update is 3,6gb, but I can't update it, the system said that I don't have enough space, can anyone help me?

[rugged wasp]

Is anyone having the issue of purchasing the pack and it not working????

[knotty epoch]

[cloud ibex]

i’m having the same problem ! 😭

[sand basin]

Yeah pack isn't purchasable on their official website either which is bizarre

[uncut bramble]

Baboo! We kindly ask you once again to adhere to our ⁠https://discord.com/channels/1128257488375005215/1405490387250053282 .
This means that friendliness, helpfulness, mindfulness, and kindness in your words will be greatly appreciated, and good cooperation is paramount. Only then can we return to our usual messaging interval. Thank you for your cooperation and support in maintaining this lovely community.

[grizzled nexus]

Anyone else not have the new hobby?

[craggy oyster]

hello! im looking for a guide for the dandelion flower crossbreeding, is there one?

[vivid remnant]

Hello can I ask if the season voucher (the supreme upgrade) can be saved to another season?

[dusty cloud]

there isn't any currently so it's absolutely normal

[oak widget]

This server isn’t ran by Heartopia

[dusty cloud]

try going to #suggestion !
you can make your suggestions regarding the game here

[oak widget]

It’s not.

[dusty cloud]

it is an official discord server infact. maybe you are trying to say that the moderators on here cannot change the game anyhow and it is infact true, only the staff is directly associated with game updates and changes

[oak widget]

That’s what I meant. It’s not ran by Heartopia staff that can implement changes like that.

It says it’s only for DG members to support each other, but okaaaay~

[woven hemlock]

All of the helpers in this channel are community members and players like yourself. We are not staff members.

[oak widget]

All I’m saying is asking for stuff here won’t help :x

They’re not a mod
Also mods don’t get paid, so they don’t work for Hato

[ocean shuttle]

Is this normal?

[woven hemlock]

Because I am literally not a staff member 😢

The helper roll only indicates that we usually have reliable answers, we’re not employed by the staff. I am not paid at all.

[ocean shuttle]

I’ll restart game let’s hope hehe

[woven hemlock]

For official support from the actual game staff, you would need to go through their customer service

I was already answering questions. They just asked if I wanted the role.

[oak widget]

No, @dusty cloud just did a better job of explaining

[woven hemlock]

The main point we are trying to make is that none of us are employed by the game. If you’re trying to give suggestions or give bug reports it’s best to do it through the official channels and the customer support.

And let me tell you I have been here since January and the staff don’t really look in here

[oak widget]

Yep. Also posting in #suggestion won’t help either because no one on Hato staff is going to read it

[woven hemlock]

I would appreciate if you did not call people kid just had to demean them

And that is not what I’m saying?

I’m saying they don’t really look in the server

They post codes and they post announcements and that’s pretty much it

I have never said that?

[oak widget]

I think they’re talking to me. I already said that shun cleared it up

[vivid remnant]

Is this perhaps ur first time in discord server under game's official tag?

[woven hemlock]

Perhaps you should reread what I said because I did not say this server is not run by the staff. I’ve already said that I am not an official staff member.

[oak widget]

@white warren @spring plinth

[woven hemlock]

Thank you biscuit

[oak widget]

No way you’re trying to bully fallingwish. They’re literally one of the nicest people in this server.

[vivid remnant]

Sorry I'll say it better, is heartopia your first game you join serve of?

[spring plinth]

This is the technical help channel. Keep the conversation/help on topic, or it will result in a mute

Thank you !

Please go to modmail, moderators do not accept dms ! Thank you

[hearty pewter]

Official COMMUNITY Discord

And no one is attacking you.

Facts and truth can be hard to hear sometimes

[spring plinth]

🤍🤍

Thank you @woven hemlock @hearty pewter (and @oak widget for pinging mods)

[silver lodge]

So something on topic, has anyone else had the problem that the games thinks your afk? I was in the middle of an event and suddenly it kicked me out for being afk and showing the three dots above my head while I was very much not afk

[weak musk]

Why its not letting me?

[woven hemlock]

Usually, this is because of a network issue from the game side, not because of your network. The game isn’t optimized very well so one thing you can try is to switch to a different network if you have any available like switching from Wi-Fi to LTE instead and see if that helps keep you in the game. You should be able to switch back once you’re confirmed to be connected again.

[silver lodge]

What is LTE exactly?

[oak widget]

Basically internet for mobile devices

[silver lodge]

ahh got it, playing on a pc with ethernet cable so can't really switch

[oak widget]

Ahhhh

[oak widget]

That might be an issue to contact Hato ingame

[woven hemlock]

Are you able to use a VPN? that sometimes works for players but I’m not sure whether it conflicts with an ethernet cable since I don’t use it myself

[silver lodge]

sadly not, could maybe try to just reconnect it? Worth a try

[wicked meadow]

Hi! I’m trying to buy the fashion wave hobby from Azure and it’s showing the previous snow festival one..

[woven hemlock]

Definitely worth a try yeah sometimes turning the connection off and on again works as well

[silver lodge]

yes yes

[woven hemlock]

What hobby are you trying to get from the event? This is a festival not a fashion wave by the way they’re slightly different according to the game set up.

[wicked meadow]

Ok obviously I can’t read😭 the quest was to obtain a popular hobby collectible and I automatically assumed it was another hobby💔 please disregard

[woven hemlock]

😆 no worries I’m glad we figured it out

[uncut bramble]

Baboo! We kindly ask you once again to adhere to our ⁠https://discord.com/channels/1128257488375005215/1405490387250053282 .
This means that friendliness, helpfulness, mindfulness, and kindness in your words will be greatly appreciated, and good cooperation is paramount. Only then can we return to our usual messaging interval. Thank you for your cooperation and support in maintaining this lovely community.

[flint coral]

Uhm hello? Why wasn’t this swapped to the current fashion wave? My friend bought it for me because I was helping her build her house, and I already had premium last fashion wave so I held onto it for the next one, now I can’t do anything with it

[woven hemlock]

Current event is a festival, not a fashion wave, we’re guessing that it’s slightly different so the voucher doesn’t apply to this one, but you should be able to save it for the next fashion wave. We’re not sure when the next one is though you’ll have to ask customer support for clarification.

[vivid remnant]

I assume same thing with festival pass? If I have two of it currently I can't use it till next one?

[amber solar]

Hello
For some reason I can’t trigger the recipe “Springday Raspberry Black Tea”

I did go to the original recipe and changed the fruits and everything but still can’t

[austere wing]

can you not purchase the pass with already in game heart diamonds? wth

[amber solar]

I guess I won’t be getting that one smh, I even tried with the universal ingredient since I don’t have the new ingredients bc I wasted it trying to do that

[craggy trail]

where do i get the stove for the new event?

[queen linden]

am i gonna lose all my album photo if i repair the game?

[queen linden]

From workbench but first u need the recipe

[craggy trail]

oh wait is it the popcorn machine?

ok yeah i figured it out haha

[gleaming ember]

pls help. it's been a week now and i cant do FIshing events cause i cant move everytime i use fishing rod. already reported but goit no reply

and i can barely do bug catching events cause it auto lock in the cathing item

[topaz pendant]

mine won't even show

[amber solar]

So like no one is having this problem and I’m the only one?

[surreal chasm]

I bought the pass for a friend, but she had it, and returned it, its just in my inventory now, can i gift it to someone else?

[charred sable]

Anyone else unable to interact with their pets since the most recent download..??

[wintry glen]

I'll try ask again here but I cant get the last one? Its been so long.

[teal trout]

Hi.

Ive tried using my screen for promoting foods in my food hub and I build another screen...

I tried to put different pictures in two different screens but it cant adapt different pictures on two different screens at the same time...

Is it a bug?...

☝️🙄😳😳😳🥺

[woven hemlock]

correct yeah, if it's two of the same festival pass then should be able to wait until the next festival to use the duplicate

[warm glacier]

The new floor paint has a bug, whenever I see it on someone elses home, or even on the event place, it looks like that
But I see it working just fine in my home

[uncut bramble]

Baboo! We kindly ask you once again to adhere to our ⁠https://discord.com/channels/1128257488375005215/1405490387250053282 .
This means that friendliness, helpfulness, mindfulness, and kindness in your words will be greatly appreciated, and good cooperation is paramount. Only then can we return to our usual messaging interval. Thank you for your cooperation and support in maintaining this lovely community.

[outer current]

I don't know how to record a clear video, but the saxophone doesn't work after being put away and taken out again. I can still interact with it, but it doesn't make any sound anymore. I don't know if I just broke it or it's just a bug.

[proud ingot]

kinostory has been warned

Reason: Posted an invite

[sharp plaza]

Hello, why is this bugged for me. I want to claim the rewards but all is revealed already lol.

[proud ingot]

ziccooo99_03745 has been warned

Reason: Posted an invite

the_doughnutwyvern has been warned

Reason: Posted an invite

[versed raft]

Hi. My cat keeps walkign right up under my feet while I ma cooking, and thenI can't click the button to turn down the heat or finish cooking. I am assuming this is because of some sort of overlap with the cat's interation buttons that appear when it walks under my feet, but it keeps making me burn food. Is there a was to prevent this?

[solid dome]

In the album menu, you see chinese letters displayed even when the game language set as English.
Also, as someone already mentioned, the new pebble floor looks glitched for others when it looks normal for me.

[proud ingot]

hee023237 has been warned

Reason: Posted an invite

gulong0845 has been warned

Reason: Posted an invite

[sand thunder]

Hi I got a big big problem 🙁 I've logged in with my steam account as usual but my game seems to have been wiped because I have the steps and cinematic as if it was the first time I open the game...

[proud ingot]

sc_u84 has been warned

Reason: Posted an invite

winny8322 has been warned

Reason: Posted an invite

[lilac stirrup]

Anyone Been Freezing Now??

[proud ingot]

aikhtun0891_03318 has been warned

Reason: Posted an invite

[sharp plaza]

I'm having your friends same problem did anyone help you??

[spark bluff]

gf has this bug - you switch to another tool and then put that tool away (for now)

[lean shadow]

i had to log out and log back in because my cat was stuck in front of my stove after clipping through my body, but i was able to not burn the food. however i didnt get mailed the food, is that intentional?

[dark bobcat]

Does Heartopia ever stop loading at 39% for anyone else? Is there anything I can do to have it load?

[nimble blade]

I have the same problem. But mine is bugged for the My Little Pony one. I was able to light up for the Pleasant Goat. But my previous MLP light up was at 4 and now its bugged and stuck on 1 and I cant light up anymore on today (the 5th day)

[flint nacelle]

so i bought all the food recipes for new event and the teas arent showing up i reset my game i claimed all my mail and learned everything still wont show

[balmy grail]

Yall my door on my global account keeps falling off 😅😂 as funny as if is
Can I please get it fixed?

[obtuse lagoon]

Bonjour,
Je suis niveau bâtisseur 38 sur PC.
J’ai débloqué la borne de commandes et le carnet de bons, mais celui-ci a disparu de mon inventaire.
La borne me demande des bons que je ne peux plus fournir.
Pouvez-vous restaurer le carnet ou me redonner des bons ?
Merci.

[uncut bramble]

Baboo! We kindly ask you once again to adhere to our ⁠https://discord.com/channels/1128257488375005215/1405490387250053282 .
This means that friendliness, helpfulness, mindfulness, and kindness in your words will be greatly appreciated, and good cooperation is paramount. Only then can we return to our usual messaging interval. Thank you for your cooperation and support in maintaining this lovely community.

[woven hemlock]

(J'utilise Google Traduction, veuillez excuser les traductions approximatives haha) (Au fait, les développeurs/l'équipe ne consultent pas ce canal, il est destiné à l'entraide entre joueurs~)

Le jeu vous offre seulement deux tickets gratuits au départ : un pour découvrir la machine à commander et un second en récompense pour avoir terminé la quête associée. Ces tickets ne sont pas réutilisables ; ils sont consommés lors de chaque commande.

Vous pouvez obtenir d'autres tickets aléatoirement grâce aux capsules de récompense des quêtes quotidiennes !

========

(i am using google translate, please excuse any awkward translations haha) (by the way, devs/staff do not check this channel, it's for players to help other players~)

the game only gives you two vouchers for free to start with, one to introduce the order machine, and a second as a reward for finishing the order machine quest. the vouchers aren't reusable, they're consumed when you place in the order

you can get more vouchers at random through the daily quest reward gacha capsules!

[obtuse lagoon]

Thank you for your reply, but I'm referring to the ordering kiosk (furniture/clothing). My order book disappeared after I placed the order and never reappeared... The Golden Gland order

[woven hemlock]

yes, i am referring to the order kiosk. the game only gives two vouchers for free, did you place two orders yet at the kiosk?

the green box between the clothing store / furniture store, right?

[obtuse lagoon]

Yes

[woven hemlock]

if you've already placed two orders, that's the limit of the free vouchers the game gives at the beginning. other vouchers can be randomly received from the gacha capsules for doing daily quests, but it's random and the rate is pretty low

[obtuse lagoon]

Oh, okay, thank you. I don't think I saw the explanation anywhere. Okay, so basically it's complicated to place another order.

[woven hemlock]

going into build mode for a few seconds, moving a piece of furniture, then save and exiting should reset it back to normal, or switcihng towns, but both of those are temporary fixes -- you can create a bug report with the devs via their support center~

Help! I need to contact customer support!

There’s three places in the game you can access the support center from:

• From the loading screen, click the round icon in the upper corner with the headset logo.
• From the start screen, Settings (the gear icon in the top right) >> 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.

[rare sequoia]

how do I set my cat down? the button is always greyed out

[woven hemlock]

it's not explained super clearly, so very understandable. yes, it's a a rare chance to order something you don't see in the store

[woven hemlock]

need to be at home to set it down!

[rare sequoia]

i am at home

[woven hemlock]

when you try to click on the paw button, does it give you any sort of message?

eg a pop up to set the cat down

[obtuse lagoon]

Thank you so much for your reply! Have fun playing!

[woven hemlock]

you as well!

[woven hemlock]

when you click the 'set down cat' pop up, does anything happen?

[rare sequoia]

no, and it looks more greyed out

[woven hemlock]

are you able to click the 'set down cat' text? not the paw button

might need to manually click it with your mouse

[rare sequoia]

ohh i see, i didn't realize you had to click the actual text, that worked thank you!😅

[woven hemlock]

phew, glad it was an easy fix!

[woven hemlock]

i haven't gotten to play the new event yet, but i think based on what i saw yeseterday, the new recipes are on the popcorn machine, do you see them there?

[woven hemlock]

Try the networking tips! 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

[thorny copper]

Hi! Is customer support through the game the only way to report missing purchases? I’m also wondering if there’s a reason why missing purchase bug keeps happening?

[woven hemlock]

i know some people do that to collect all of it at once, but i've never tried it myself. worth contacting support center to see if it's intentional or not

[woven hemlock]

if you'd like help troubleshooting to see if it's an issue from your side, the people in this channel can do their best to help, but for billing issues, customer support will be the most reliable contact yes!

not sure why people have purchase bugs, but there's a variety of reasons - some are related to card payments still processing, so the game hasn't released the purchase yet, while others were accidentally paid to the wrong account (eg to a different server, or to someone else's account that plays on the same device). sometimes it is genuinely the game though, so it's hard to say what might be your case

the game isn't optimized well in general, so that could play into it

[woven hemlock]

is the entire game lagging, or only your character?

[tender remnant]

i dont see my tea recipe in the popcorn cart? i already claimed it from annie in the mailbox

[thorny copper]

thank you lots! i’d like to try troubleshooting to see if it’s on my end

[woven hemlock]

i've seen a few steam users come in saying they can't access their old account, double check that you're using the exact same log in credentials / if you're logging in through steam on the same device as someone else, try their steam account instead to log in

[tender remnant]

nvm found it

[woven hemlock]

devs/staff don't look in this channel, so gotta report bugs to their support center~

Help! I need to contact customer support!

There’s three places in the game you can access the support center from:

• From the loading screen, click the round icon in the upper corner with the headset logo.
• From the start screen, Settings (the gear icon in the top right) >> 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 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/clean 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
• putting a cat bed / cat tree nearby so that they use it instead of going to the stove

As a last resort, you can find someone who has stoves set out at their plot and use their’s instead

you're right that it's an interaction conflict between yourself and the cat when you're overlapped though!

[woven hemlock]

please report it to the staff through the support center so they can fix it asap~

Help! I need to contact customer support!

There’s three places in the game you can access the support center from:

• From the loading screen, click the round icon in the upper corner with the headset logo.
• From the start screen, Settings (the gear icon in the top right) >> 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.

i think its a conflict because there's two banners with the same mechanic (mlp and the new one)

[woven hemlock]

oh strange, are you able to screenrecord to send to the devs? do other sounds in your game still work, or is it just the saxophone that stops making noise?

[woven hemlock]

not sure if it's intentional or not, can report bugs to their support center since devs/staff don't look in this channel~

Help! I need to contact customer support!

There’s three places in the game you can access the support center from:

• From the loading screen, click the round icon in the upper corner with the headset logo.
• From the start screen, Settings (the gear icon in the top right) >> 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]

are you missing interaction bubbles? if so, try this:

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

[woven hemlock]

i'd suggest sending it to the customer support to check with them, since it's a new item, the community probably doesn't have concrete answers yet

Help! I need to contact customer support!

There’s three places in the game you can access the support center from:

• From the loading screen, click the round icon in the upper corner with the headset logo.
• From the start screen, Settings (the gear icon in the top right) >> 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 these channels instead:: #gameplay-help #1474630074291458168 ! this channel is for technical issues eg the game not loading, or bugs

[woven hemlock]

i'm not sure, you could try the gift option and see if it will let you select a new ticket from your inventory. based on a few people i helped during the fashionwave though, i don't think it's possible to re-gift once it's returned

you can save it for the next festival if you already bought your own pass

[woven hemlock]

Help! My character is walking on their own without my input / I can’t move after pulling out a tool / my tools are aiming themselves 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 — the game isn’t controller-supported, so anything that is detected as such causes these sorts of bugs

[woven hemlock]

the photo album will still be there if you repair the game, if you switch devices, only the favorited photos will show. if you want to play it safe, i would save/favorite any photos you want to keep, just in case

[woven hemlock]

can only be purchased with real money yeah
it's a good suggeston though, you should send it to their support center so that they can consider it

[lime portal]

I’ve run out of load space in my home 😩 how do I get more ???? Can anyone please help

[woven hemlock]

is that recipe the original recipe or a flavor change? if it's a flavor change to unlock a new recipe, universal ingredients won't trigger it and will only cook the original recipe

[woven hemlock]

unfortunately no way to increase load 😔 gotta rearrange your build

[cerulean cobalt]

Who do I contact if I purchased the Supreme Festival pack and my card has been charged, but it isn’t unlocking?

[woven hemlock]

Help! I need to contact customer support!

There’s three places in the game you can access the support center from:

• From the loading screen, click the round icon in the upper corner with the headset logo.
• From the start screen, Settings (the gear icon in the top right) >> 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]

some things to check if you want to try and trouble shoot:

• double check the card/bank that you paid with and see if the charge is still processing from their end, if it is, then heartopia hasn't received the money yet
  • if you use iOS app store to pay, apple loves to take multiple charges from different days and charge them all at once together, which can delay when the app receives the money as well
• if you paid through the website, make sure you selected the right ID and server, since it's easy to accidentally send the purchase to the wrong server that you don't even play on
• if multiple people play heartopia on your device, check to see if they suddenly have the pass unlocked, since it's possible to send it to the wrong account (someone yesterday said they paid for it, and later they found out it was given to their sister's account instead of their's, despite not having a problem with it in the past)

that's all the reasons for delayed charges i can think of right now

oh, there was a recommendation from customer support to another player, if what you're missing is the season pass, to pretend to re-purchase it byclicking the button, just to see if it triggers the game into going 'wait you already have this' and give you the pass. don't pay for another pass though, cancel out of it after regardless of whether it works or not

[thorny copper]

thank you! will just have to wait and see if the issue resolves itself. i did contact support though.

[woven hemlock]

hopefully they can figure out what happened!

[tawdry kraken]

My order ticket didn't refresh after.my last purchase and it wasn't in inventory OR in my mail. Please help, I can't order anything.

[woven hemlock]

did you already place two orders at the machine? the game only gives you two tickets for free to start with, one to introduce the order machine, and a second as a reward for finishing the order machine quest. the tickets aren't reusable, they're consumed when you finish placing the order

you can get more ticketes at random through the daily quest reward gacha capsules

[tepid sorrel]

I don’t really know where to ask this but I bought the gamg full membership thinking a could just have it once since it doesn’t charge repeatedly but when it ended I ended up negative in heart diamonds and moonlight crystals and mail like this

[tawdry kraken]

Ahhh I see.

[still arch]

That's unfortunate. Now you're muted for ten years. Meaning you cannot chat at all.

One other person had this happen too.

[woven hemlock]

did you request a refund of the membership?

[tepid sorrel]

No I didn’t I don’t know why it says that 😔

[uncut bramble]

Baboo! We kindly ask you once again to adhere to our ⁠https://discord.com/channels/1128257488375005215/1405490387250053282 .
This means that friendliness, helpfulness, mindfulness, and kindness in your words will be greatly appreciated, and good cooperation is paramount. Only then can we return to our usual messaging interval. Thank you for your cooperation and support in maintaining this lovely community.

[woven hemlock]

i'd recommend reaching out to support and show proof that you didn't requset a refund so that they can figure out why it shows you did. if you're not the person in charge of your bank/card that did the payment, check with whoever is to make sure they didn't initiate a refund also. there were a few cases where someone checked and discovered their parent had refunded the purchase

if someone gifted you a membership, if they requested a refund, it will likely affect your account (since the membership was gifted to you)

hi meow bot

[cold seal]

I’ve purchased the festival pack for $10.99 but it hasn’t come through in the game. The money is out of my account though. What should I do?

[woven hemlock]

reach out to support since it's a billing issue, but if you want, you can troubleshoot to see if it's something from your side first, or if it's something you can wait to let it resolve itself

some things to check if you want to try and trouble shoot:

• double check the card/bank that you paid with and see if the charge is still processing from their end, if it is, then heartopia hasn't received the money yet
  • if you use iOS app store to pay, apple loves to take multiple charges from different days and charge them all at once together, which can delay when the app receives the money as well
• if you paid through the website, make sure you selected the right ID and server, since it's easy to accidentally send the purchase to the wrong server that you don't even play on
• if multiple people play heartopia on your device, check to see if they suddenly have the pass unlocked, since it's possible to send it to the wrong account (someone yesterday said they paid for it, and later they found out it was given to their sister's account instead of their's, despite not having a problem with it in the past)
• there was a recommendation from customer support to another player, since what you're missing is the season pass, to pretend to re-purchase it by clicking the purchase button, just to see if it triggers the game into going 'wait you already have this' and give you the pass. don't pay for another pass though, cancel out of it after regardless of whether it works or not

ultimately will need to reach out to customer support though:

Help! I need to contact customer support!

There’s three places in the game you can access the support center from:

• From the loading screen, click the round icon in the upper corner with the headset logo.
• From the start screen, Settings (the gear icon in the top right) >> 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.

[young wigeon]

How do I make the new popcorn cart? I unlocked the recipe but it won’t let me craft it

[woven hemlock]

i haven't gotten to the festival content yet, can you show the recipe for the popcorn cart from the workbench?

[young wigeon]

It’s not popping up on the workbench 🙁 I don’t know where to craft it

[still arch]

You need to have sufficient resources to craft it.

[young wigeon]

What resources do I need?

[lilac stirrup]

It was my character Earlier

[still arch]

Hang on... it's easier to show than tell.

[young wigeon]

Thank you!

[young wigeon]

Thank you! I should have all of those resources… I’ll go check and see what’a going on

[still arch]

Make sure you have actually learned the recipe. It you haven't, the recipe will be in your backpack.

[woven hemlock]

did you pull out a tool eg a fishing rod / etc?

[young wigeon]

I had already added it from my mailbox and it’s not in my backpack anywhere:( I’ll contact their support team I think

It was in my storage🤦‍♀️ thank you!

[hearty pewter]

What about your warehouse?

[still arch]

Yeah, if there's not enough room in your backpack, it'll be put in your warehouse.

[boreal glade]

Hi there, any thoughts about this

[woven hemlock]

can you double check your backpack, warehouse, and mailbox to see if you have an unlearned recipe? sometimes the game lags and doesn't register that we clicked the learn button

[still arch]

This has already been resolved.

[boreal glade]

I try plant it but it come up saying there’s a plant there. But there isn’t

[woven hemlock]

scrolled down and just saw that it was! ❤️

[still arch]

It might be bugged and invisible. Restart your game.

[boreal glade]

I just tried and no luck 😔

Hmmm I changed the place of the planter and it worked again

[winged jacinth]

so my girlfriend sent me a battlepass worth $10.99 but what i receive was "Empty Leaf Gift Box"... what am i supposed to do

[woven hemlock]

when you accept the gift from the mail, the pass is removed from the gift box and placed as a separate item in your inventory~ please look for a voucher in your backpack or warehouse, and manually activate it from there

[winged jacinth]

OH I JUST SAW IT TY!

[uncut bramble]

Baboo! We kindly ask you once again to adhere to our ⁠https://discord.com/channels/1128257488375005215/1405490387250053282 .
This means that friendliness, helpfulness, mindfulness, and kindness in your words will be greatly appreciated, and good cooperation is paramount. Only then can we return to our usual messaging interval. Thank you for your cooperation and support in maintaining this lovely community.

[proud ingot]

gembelponcol has been warned

Reason: Posted an invite

[topaz sigil]

I accidentally deleted a mail instead of claiming it, what should I do?

[woven hemlock]

it usually prompts you to claim if you try to delete a mail with an unclaimed item in it, did you get a pop up when you deleted it? if you didn't, then you probably already claimed the item, so no need to worry

[topaz sigil]

Nope i didnt 🥹

[woven hemlock]

you can check your backpack and warehouse for the item, if it's something notable (eg not a random blueberry)

[topaz sigil]

Nope, it’s not there. I just got back playing after more than a month and I believe that was sort of an off-season email where I could receive 60 Exhibition Pass and some other stuff.

[woven hemlock]

if it was more than a month though, some tickets are temporary, so they expire after a while if you didn't get a notification to accept the mail when you deleted it, usually that means it was already accepted, so the tickets were already in your balance. if the tickets were the temporary kind, they might have expired already

[topaz sigil]

Even the other stuff are not there tho.

[mellow smelt]

Hello , sorry to bother, but I just bought the supreme festival pack and I have not received anything & it’s telling me to buy it again. Please help! Thank you

[woven hemlock]

do you remember what else was in the mail?

[woven hemlock]

will need to reach out to support since it's a billing issue, but if you want, you can troubleshoot to see if it's something from your side first, or if it's something you can wait to let it resolve itself

some things to check if you want to try and trouble shoot:

• double check the card/bank that you paid with and see if the charge is still processing from their end, if it is, then heartopia hasn't received the money yet
  • if you use iOS app store to pay, apple loves to take multiple charges from different days and charge them all at once together, which can delay when the app receives the money as well
• if you paid through the website, make sure you selected the right ID and server, since it's easy to accidentally send the purchase to the wrong server that you don't even play on
• if multiple people play heartopia on your device, check to see if they suddenly have the pass unlocked, since it's possible to send it to the wrong account (someone yesterday said they paid for it, and later they found out it was given to their sister's account instead of their's, despite not having a problem with it in the past)
• there was a recommendation from customer support to another player, since what you're missing is the season pass, to pretend to re-purchase it by clicking the purchase button, just to see if it triggers the game into going 'wait you already have this' and give you the pass. don't pay for another pass though, cancel out of it after regardless of whether it works or not

if you want to contact support:

Help! I need to contact customer support!

There’s three places in the game you can access the support center from:

• From the loading screen, click the round icon in the upper corner with the headset logo.
• From the start screen, Settings (the gear icon in the top right) >> 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.

[mellow smelt]

Thank you! Appreciate it!

[vale silo]

hi does anyone knows why i cant place the cinema screen into my island? I'm planning on doing a theme park and the cinema theme is perfect for this, but cant place the screen.

[topaz sigil]

I think it has something w/ the Winter Frost Season luxury pass since I didn’t finished it (not sure though)

[woven hemlock]

the season passes aren't returned even if you didn't finish the event

did you gift a season pass to anyone?

[proud ingot]

kaixin_at has been warned

Reason: Posted an invite

[empty pier]

same issue here

[mellow smelt]

I submitted a ticket

[ripe flax]

Ummm I did two boats 🛥️ the first one never started but took my gold then the second one started and didn’t give me my rewards

[pallid schooner]

My jump button doesn't seem to work anymor 🙁 I've tried switching islands and logging out and back in, anything else I can try to fix it?

[woven hemlock]

can you check your mailbox for the second boat's rewards? usually if you don't claim the rewards from that page, it wlil send the gacha capsule to your mailbox

for the first boat, not sure why it didn't start the event for you, but it is potentially a network issue if the game didn't detect you in the game (this can be a problem witht he game's optimization, not with your network). in that case, can try switching to a different network (eg Wifi -> LTE) to see if that helps with the issue. sometimes the game just need to be reminded you exist

[woven hemlock]

are you playing on a pc? i saw someone recommend pressing f to 'unlock' buttons before using the jump button, not sure if that will work for you

[ripe flax]

But what about the fact I was moving around and it still took my coins

[uncut bramble]

Baboo! We kindly ask you once again to adhere to our ⁠https://discord.com/channels/1128257488375005215/1405490387250053282 .
This means that friendliness, helpfulness, mindfulness, and kindness in your words will be greatly appreciated, and good cooperation is paramount. Only then can we return to our usual messaging interval. Thank you for your cooperation and support in maintaining this lovely community.

[woven hemlock]

even if you were moving around, the game's optimization isn't good, so sometimes it still has difficulty finding the network. there've been a lot of people who were actively in a fishing event fishing, and still got booted for being "afk" 😔

if you can get video proof of it happening, can send it to the support center so that the game staff can look into it

[pallid schooner]

I am playing on pc yes, I tried it and it worked 3 times but as soon as I move or click somewhere it's broken again..

[ripe flax]

I can’t tho cause it already happened and it took my coins once so why would i do it again. Not only that now I have to make back that money before I even can

[woven hemlock]

hmmmmmmm. can try these, it's not quite the same issues but it's similar enough it maybe the same reason

Help! My character is walking on their own without my input / I can’t move after pulling out a tool / my tools are aiming themselves 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 — the game isn’t controller-supported, so anything that is detected as such causes these sorts of bugs

[woven hemlock]

ah, what i'm suggesting is that next time you join the event, if it happens again, you'll know it's a problem with the game / the device and not just a one-time glitch. try switching networks when you're playing the game to see if that helps with being disconnected from the event. it's probably an issue specific to fishing events since you get sent on the boat, instead of just being in the regular game areas

you can contact the support center about it as well, but they do have a note on the support center that it's best to provide proof of something happening so they can look into it

Help! I need to contact customer support!

There’s three places in the game you can access the support center from:

• From the loading screen, click the round icon in the upper corner with the headset logo.
• From the start screen, Settings (the gear icon in the top right) >> 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.

[pallid schooner]

I fully restarted the game, it's currently working again so hopefully it was just a small bug, thank you!

[pallid surge]

i’m not entirely sure if i did something wrong but i went to my crafting bench to craft a popcorn maker for the event and it told me the film materials to make it were locked and to press and hold to confirm.

i did that and it kicked me out without making the item and now i can’t interact with my crafting bench anymore. did i misunderstand something?

[woven hemlock]

can you locate the crafting materials in your backpack / warehouse and press the lock button on the item card? it must have been locked at some point, which is a failsafe to prevent players from using/selling items they meant to keep without warning them about it

not sure why it kicked you out, but it sounds like the workbench glitched if it isn't interactable right now. in that case, you can go into build mode for a few seconds, move a piece furniture, then save and exit, and that should reset the interaction bubbles. alternatively, you can switch towns, and that should reset any glitches also

[pallid surge]

going into build mode worked! everything is fine now and luckily it didn’t take any items from me and i could make the popcorn stand without issue. thank you very much!

[alpine mirage]

When I open Heartopia, this is what shows up—the Heartopia window is minimized and I can’t fix it. Please help T - T

[woven hemlock]

can you follow this and see if it helps?

[alpine mirage]

No screen Manager just complete guide124 blahblah. I already reinstall it..

[uncut bramble]

Baboo! We kindly ask you once again to adhere to our ⁠https://discord.com/channels/1128257488375005215/1405490387250053282 .
This means that friendliness, helpfulness, mindfulness, and kindness in your words will be greatly appreciated, and good cooperation is paramount. Only then can we return to our usual messaging interval. Thank you for your cooperation and support in maintaining this lovely community.

[woven hemlock]

hmmm, might need to contact the support center to see if they have any recommendations, i'm not very familiar with this aspect. not sure if you can get into the support center though, if the game is minimized

there's a website version of support center but it only works if you play heartopia on the same device: https://support.xd.com/in-app/v1/products/xdt/categories
could try this and see if you can open a ticket?

if you can't get a ticket to work, i can try and open one if you tell me your device details (what type of computer, etc)

[broken valve]

I think I accidentally deleted the blueprint for the popcorn cart, any way I can get it back? I can't craft the cart even though I've claimed the recipe:<

[deft nacelle]

Anybody have issues getting the popcorn serving cart. I’m not able to craft it

[proud ingot]

owo020329 has been warned

Reason: Posted an invite

[wary hound]

how can I open a ticket

[frosty swallow]

I have this grass permit purchased but it doesn't come up as an option in building 💔

[proud ingot]

xebelumxembali_67107 has been warned

Reason: Posted an invite

[stone sierra]

Go to the paintbrush and it should be under the flooring tab in there!

[stoic hazel]

Not sure if this goes her, I suggest we get a questions channel, when are we able to use the past fashionwave things?

[woven hemlock]

#gameplay-help and #technical-help are both questions channels~

do you mean the season pass? the current event is a festival, not a fashionwave, we don't know when the next fashionwave is yet

[stoic hazel]

I see, do you perhaps know when we are able to use the penguin oven again?

[woven hemlock]

check your backpack, warehouse, and mailbox for an unlearned recipe, the game sometimes lags and doesn't register when you click 'learn on a recipe

[woven hemlock]

if i had to guess, probably next winter, since it seems like winter / summer have seasonal hobbies (snow sculpting / sand sculpting) and we got the snow one during the winter fashionwave. however, this is not confirmed, just a guess (i am a player like yourself, not a staff member)

[woven hemlock]

can you check your backpack, warehouse, and mailbox for an unlearned recipe, the game sometimes lags and doesn't register when you click 'learn' on a recipe

[stoic hazel]

Alr tyyy

[uncut bramble]

Baboo! We kindly ask you once again to adhere to our ⁠https://discord.com/channels/1128257488375005215/1405490387250053282 .
This means that friendliness, helpfulness, mindfulness, and kindness in your words will be greatly appreciated, and good cooperation is paramount. Only then can we return to our usual messaging interval. Thank you for your cooperation and support in maintaining this lovely community.

[versed raft]

I just wanted to point out that you probably have the names for the navy and cyan hat octopi swapped, the hat on the one that says 'cyan' looks navy and vice versa. Sorry if this isn't where I should post this, I wasn't sure where to put it.

[woven hemlock]

devs/staff don't look in this channel, so gotta report bugs to their support center~

Help! I need to contact customer support!

There’s three places in the game you can access the support center from:

• From the loading screen, click the round icon in the upper corner with the headset logo.
• From the start screen, Settings (the gear icon in the top right) >> 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.

[versed raft]

Thanks!

[broken valve]

Weird it did totally end up in my warehouse. Thanks! I had previously checked my backpack and didn't see it in there, had no idea it could go to warehouse.

[woven hemlock]

if your backpack is full, items from the mailbox will default to the warehouse instead, that's why~ glad you found it in the end!

[lime vigil]

Anyone know why when I use the chuckle emote it won't do the blushing cheeks at all? I tried restarting game and everything and I am playing on an android phone as well. I am stumped and upset about it.

[north flare]

hey so I bought a pass for a friend and they ended up hitting the return button on it, is there a way to resend it?

[worldly pivot]

cant light up the last mlp friendship journey puzzle cause of the new one T_T is there any way to complete it

[proud ingot]

cno7s_30966 has been warned

Reason: Posted an invite

[uncut bramble]

Baboo! We kindly ask you once again to adhere to our ⁠https://discord.com/channels/1128257488375005215/1405490387250053282 .
This means that friendliness, helpfulness, mindfulness, and kindness in your words will be greatly appreciated, and good cooperation is paramount. Only then can we return to our usual messaging interval. Thank you for your cooperation and support in maintaining this lovely community.

[solemn nest]

is anyone else having a problem where their cat will jump on their head without initiating and then you cant get them off ? 😭

[frosty swallow]

My bad tysm!! I lost my glasses a bit ago 😅

[fleet pewter]

hi, my friend gifted me the premium gilded acorn pack vouchers, but i’m unable to use them in the current event. it says ‘please use during fashion wave.’ are these vouchers only valid for a specific fashion wave? when will the event be available again? thank you!

[fast lance]

Hey so i finally got the rarity badge for the rainbow one twice but it keeps showing 0

[unique meadow]

its been bugged for a lil bit but i cannot interact with my cat whatsoever. my dog is just fine but there is no interact prompt for my cat showing up

[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

[woven hemlock]

check your mailbox, most likely your bag is full so it can't accept them

[woven hemlock]

the current event is a festival, not a fashionwave, so we suspect that it needs to be saved for the next fashionwave event. we don't know when the next one is, but customer service did say that we can use it in the future, so can hold onto it. my guess (as a player) is that it will be in summer, since we know there's a sandsculpting hobby in the game

[fleet pewter]

thank you ❤️

[wooden stone]

hello, i cannot upload the pictures to my screen
any help is appreciated

[fast lance]

Omg i forgot about that, thank you so much!!

[woven hemlock]

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

[wooden stone]

thank you! i will try them

[woven hemlock]

it's an intended feature, some cats (especially clingy ones) will jump on your head without being prompted

the bug though is not being able to get them off if you're at your house and it doens't let you get the cat off, you can switch towns to force the cat off your head. you can also try going into build mode for a few seconds, moving a piece of furniture, and then save and exiting, but the cat counts as a 'hat' when it's on your head, so this isn't guaranteed to work. you may need to do these steps a few times to force it off, as the action is pretty buggy

[woven hemlock]

please report it to the customer service so they can fix it asap!

Help! I need to contact customer support!

There’s three places in the game you can access the support center from:

• From the loading screen, click the round icon in the upper corner with the headset logo.
• From the start screen, Settings (the gear icon in the top right) >> 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]

oof, oh man. you can try to go to the gift page to see if you can gift the one in your bag, but it may not be re-giftable if you have an empty gift box, you could try using the gift option from the 2-person interaction with them to gift it? not sure if ti will work though

[woven hemlock]

can't open the game right now to double check the emote, so i'll try to remember to check this later. #gameplay-help might be able to help you confirm though, there's more helpers that hang out there

[north flare]

just tried the 2 person gift method and it worked! thanks!!

[woven hemlock]

oh excellent, thank you for letting me know! glad that works, i can rec that to people now

[quick night]

Are people able to gift pink hearts or tickets?

[proud ingot]

blood311 has been warned

Reason: Posted an invite

[woven hemlock]

pink hearts / exhibition tickets for the gachas, i don't think you can gift it if it's already in your account.

i haven't used the website to pay for things before, but potentially if you input someone's server / UID, you could buy a gem pack for them? not sure if it would work, and you'd have to make sure you input the right information if you do

[proud ingot]

briko5355 has been warned

Reason: Posted an invite

[woven hemlock]

hot girls in our area are here to play heartopia

[proud ingot]

uai.bielzin.033_72536 has been warned

Reason: Posted an invite

[digital basin]

Are you asking if you’re able to gift that to a friend?

[woven hemlock]

wow another one

[quick night]

Yes

[proud ingot]

chod_wrc has been warned

Reason: Posted an invite

[quick night]

The MLP pack goes away in 3 days, I need 3 more to get it; problem is that my boyfriend is trying to gift me pink gems and tickets to spin but we don’t know really how too, I hope they can add that to the gifting system soon💔

[still arch]

That always happens the first time. Just try again.

[woven hemlock]

i wouldn't bet on it to happen soon, but you can make it as a suggestion at their customer service, it's a good idea for the future

Help! I need to contact customer support!

There’s three places in the game you can access the support center from:

• From the loading screen, click the round icon in the upper corner with the headset logo.
• From the start screen, Settings (the gear icon in the top right) >> 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.

in the meantime, maybe see if he can buy you a pack via the website

[still arch]

Unfortunately, heart diamonds and exhibition passes cannot be gifted to anyone. The only things you can gift are paid vouchers for memberships and fashionwave related packs, and books/cds by using wrapping paper. Nothing else.

The whole "gift" thing you see on the heart diamonds is misleading, it's referring to you getting bonus heart diamonds for buying the heart diamonds.

[quick night]

For the tickets that it can give you tickets exhibition and pink gems and blue I think, do I have to wait everyday for 2 tickets or I get everything the moment I purchase it (sorry if it is confusing )

[uncut bramble]

Baboo! We kindly ask you once again to adhere to our ⁠https://discord.com/channels/1128257488375005215/1405490387250053282 .
This means that friendliness, helpfulness, mindfulness, and kindness in your words will be greatly appreciated, and good cooperation is paramount. Only then can we return to our usual messaging interval. Thank you for your cooperation and support in maintaining this lovely community.

[still arch]

Depends on what you are purchasing.

With the festival pack, you get them as you level up (up to 300 heart diamonds by the time you reach max level). Don't know about the tickets, but I know you can get them for getting stars on festival exclusive collectibles.

[quick night]

Ah okay thank you so much, (thank you to the others who helped me too)

[untold mural]

hi i want to ask i play heartopia in PC if my game is lagging when i drive a car what should i do if anyone know ?

[urban yew]

It did it again tonight... I'm in Onsen bug cstching event.. Naniwa putting it on... (even does it with friend hosting it), get to second phase.. and every time i walk NEAR the little ramp going down to 3rd area (where capy feeding trough is) .. it "Exited event due to being AFK" ... and i can't re-enter.

[urban yew]

I'm hard wired in, not on wifi.

[cerulean cobalt]

I submitted a ticket earlier, now there’s no pending tickets to check the status on and it hasn’t been fixed. What now?

[sand sphinx]

Sorry, I just can't seem to get the recipe for the popcorn stand so I can cook up the new food event. I couldn't redeem the recipe because my backpack was full; I should have it now, but I don't see anything, and it's not in my backpack or my mail either... what should I do? ( already checked even the crafting table and still nothing)

[royal holly]

I bought a bunch of potato seeds but I can't find it in my bag 🙁

[wet adder]

Not to doubt you, but is it because you're walk out of the event area? Or you very sure it is due to AFK?

[cerulean cobalt]

@woven hemlock I purchased the new pack and it didn’t unlock, but when looking at the charges, did it glitch and purchase the old pack? I requested a refund since my ticket was deleted

[ebon girder]

no matter what i do, when i open my tab watch thing the open dress-up, open dreams, open achements pop up wont go away. even after i open them it wont go away,

[balmy grail]

So I have an event quest to choose an event hobby, but it still shows the winter event hobbies... is this accurate???

America server

[uncut bramble]

Baboo! We kindly ask you once again to adhere to our ⁠https://discord.com/channels/1128257488375005215/1405490387250053282 .
This means that friendliness, helpfulness, mindfulness, and kindness in your words will be greatly appreciated, and good cooperation is paramount. Only then can we return to our usual messaging interval. Thank you for your cooperation and support in maintaining this lovely community.

[ionic nebula]

i just gifted someone the Supreme Festival Pass and they opened it and they still dont own it?

how long does it take for support to respond?

[shell grove]

I've had the same issue just now. I tried renewing my GAMG Full Membership but didn't arrived. I've contacted the customer support service already and provided them with the details of transaction but there's still no response yet.