technical-help

[proud ingot]

gembelponcol has been warned

Reason: Posted an invite

[woven hemlock]

Did you check back on the ticket you opened? The game doesn’t notify you when they respond + there’s no email sent to you

Typically 1-3 business days, they’re based in China so business days should be calculated with that in mind.

Can you have them check their backpack and warehouse for a voucher? The voucher is removed from the gift box and placed in the inventory as a separate item when it’s claimed from the gift box. Once they find it, they can activate the pass using the voucher’s info box

[ionic nebula]

yeah i checked the backpack and warehouse. nothing at all

also where can i find the ticket i made? because it doesnt show anymore.

omg it just showed up!

[woven hemlock]

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.

If it’s been a long time since you checked your ticket, the support team may have closed it — when you click on feedback record, there’s a tab for past tickets, so you can check there to see if they closed it due to inactivity

Glad you found it!

[ionic nebula]

thank you so much! sorry for the trouble haha @woven hemlock

[woven hemlock]

Hey, now you know for next time!

the quest isn’t too choose an event hobby~ please note the description at the top of the quest

[balmy grail]

I read it. There's nothing for me to obtain.

[shell grove]

Yes, I’ve been refreshing the ticket regularly to check for any updates. I’m hoping this gets resolved soon because I really want to get the new FashionWave, but I’m hesitant to make another payment.

[woven hemlock]

Try manually clicking on the notifications to see if that works, if not, try clicking repair game from the start screen, if that doesn’t work try to do a full reboot of the game, if that doesn’t work try rebooting your device

[balmy grail]

Unless buying a hobby upgrade counts.

[woven hemlock]

If you opened the ticket within the past few days, it’s currently the weekend in China, so it will probably take a few more days to get a response from them

[woven hemlock]

Need to go catch the event-specific fish/bugs/birds

[balmy grail]

I see, thank you.

[woven hemlock]

Did you receive the pack in the game? If you request a refund before the item is delivered to your account, you risk going into negatives in heart balance

Was your backpack full at the time of purchase? Check your mailbox, backpack, and warehouse for the seeds

Have you checked your warehouse for an unlearned recipe? If it’s not in your backpack or mail, the warehouse is the next most likely place

Are you able to try vpn, or turning your router off and on to reboot?

[proud ingot]

gembelponcol has been warned

Reason: Posted an invite

[woven hemlock]

• try switching to a different town with less people in it (less chance for fancy mansions that all hit load limit)
• try rebooting the game
• try rebooting your device
• make sure you have enough memory on your cdrive, since thats where the game passes information through even if the game is installed elsewhere

[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]

Unfortunately, no. There is a chance it will come back in future winter fashion wave season, but that’s not guaranteed.

[cold vapor]

It mentions my twilight pack has obtained but I can't seem to find the hairstyle in my inventory. Please help 😭🙏🏻

[woven hemlock]

Oh, you’re looking in the wig/hat section right now, that’s why. To change hairstyles / facial features, use any mirror — you can make a joinery mirror in the workbench, or you can use the mirrors on the upstairs of dorothees shop

[cold vapor]

Ahhh I see. Thank you so much 🙏🏻🙏🏻🙏🏻

[honest stone]

Is the infinite furniture feature only exclusive to blueprint/build mode?

[woven hemlock]

Exclusive to blueprint mode since you’re essentially making a plan of your ideal build

[honest stone]

Thanks

[woven hemlock]

In regular build mode, no infinite furniture, since it’s working with what you have

[light pecan]

Hi I have a problem with my cats it only shows the pet button unlike my dog which has all the buttons. How do I fix this

[woven hemlock]

Cats are different than dogs, you don’t command a cat to do an action like you can with a dog. You’ll notice the first button is also different (“play” vs “train”). Not a bug

[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.

[light pecan]

So the give paw actions etc can't be done with cats? 😞

[woven hemlock]

Nope, they’ll randomly do them when nearby, and you’ll get photos of them doing it, but it’s not an action you do With them, if that makes sense

Cats also have different actions, so i dont think they have a give paw one

[light pecan]

Ohh okay I get it. Thank u so muchh

[cerulean cobalt]

No. Money was taken out of my account and I was not given the pack. I opened a ticket explaining and now it’s not there so I requested a refund since I paid for something and didn’t get anything for it.

[woven hemlock]

Unfortunately you’ll have to communicate with Heartopia and your card company then

Sometimes funds are held by the payment processors for a bit, eg Apple likes to take multiple transactions and process them all together. In cases like these, Heartopia hasn’t received the money yet and so won’t release the items purchased until the transaction is processed.

If you requested a refund before receiving the items, any red hearts/etc from the pack will be deducted from your account, even if you didn’t receive them, because the game detects a refund. If you’re at a negative heart balance, many game functions will be unusable (chat, planting, building) until you return to a positive balance

[green crane]

Hi I have an issue with my account. The new login event looks like this, and since it's already uncovered, I don't get credit for logging in.

[woven hemlock]

report it to their support center so that they can fix asap

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.

[spark ingot]

hello! i am currently facing an issue in regards of the gifting mode. i just gifted a friend GMAG passes, one premium and one junior, and she instantly received it in her mail and she also used it from her backpack, the gift icon on her backpack clearly shows it's already an empty box and yet the pass is not reflecting on her account. they already restarted the game but the pass is still not reflecting. does it really take so long? do we have to wait a little longer?

[versed walrus]

im facing an issue where items like recipies to learn, the new cooking items, and gatcha balls went to my mail box. now i cannot collect them when i click claim all. "No collectiable attachments" pops up. i dont want to delete read beause i want to learn these recipies and make them asap!!

[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.

[prime veldt]

Hello, i recently purchased the supreme festival pack and it took the money out of my bank account and it didn’t give me the pack at all. any suggestions to get it fixed?

[keen helm]

anyone know why i can't make payments topup in hato website?

[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]

what sort of error do you get when you try?

[keen helm]

it said loading failed, please try again later

ive been try using visa, e wallet and mobile, all say to try again later

[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)
• 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

regardless, you’ll need to contact the heartopia support center for billing issues

[woven hemlock]

if you have a different network option available (eg WiFi —> LTE), try switching the network and see if it lets you through. if not, you may need to wait an hour or so, website might be overloaded

[woven hemlock]

check your backpack and warehouse for the unlearned recipe, sometimes the game lags and doesn’t register the click on ‘learn’ in time. If it says no collective attachments, it means you already claimed the items from the mail and theyve been sent to your inventory

[keen helm]

ah maybe overloaded. i try again after some time. thanks for reaching out to me!

[woven hemlock]

did she use the pass or did she accept from mailbox? Those are two separate actions

Please have her look in her backpack and warehouse for a ticket voucher, the voucher is automatically removed from the gift box when claiming from the mailbox and put as a separate item in your inventory, which you need to click on to manually activate the pass

Ah wait i reread and she did claim from backpack. Can you have her show a screenshot of the gamg membership page

[prime veldt]

yes, i just checked my bank and it still says processing..

[acoustic compass]

WHATS MY INTERNET SERVICE PROVIDER????

[prime veldt]

where is the support provided?

[woven hemlock]

Unfortunately I do not have the answer to that because I cannot look at your device. You’ll need to check your device to find the answer

[woven hemlock]

If the bank still says processing, may need to wait until it’s done processing at the bank before Heartopia gives you the purchase

[acoustic compass]

I literally typed in "IDK I NEVER HEARD OF THAT TERM" as my answer LOL

[woven hemlock]

Google is free

[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.

[acoustic compass]

They just.. offer me websites and not what it actually means 😭

I already submitted my report anyway tho, so...
Eh, small matter 🤷

[woven hemlock]

for future knowledge:

[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]

isp means are company that gives u internet (a router example, the wifi in ur house) it depends on what country u are but everyone have it differently

[proud ingot]

wilson6759 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.

[shadow scaffold]

help, how fix dis

me no see what shud see in dis tab

[foggy wraith]

have u try restarting?

[shadow scaffold]

yes, mi open and close pc

[foggy wraith]

how about repairing?

[raven dawn]

hi is this normal? i logged in today and can’t light anything up

[shadow scaffold]

how is u repair?

[rose root]

I just opened the game, and I'm being prompted to make a new profile? where's my progress? 😭

[foggy wraith]

this repair icon at your login screen

[foggy wraith]

report it to their support center so that they can fix asap

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.

-# credits: fallingwish

[shadow scaffold]

mi is click repair, is onli close client

[foggy wraith]

yes open the game, it'll redownload

[raven dawn]

thank you!

[shadow scaffold]

tenkyu good sir, mi is happi now.

[foggy wraith]

are u able to see the items now at the workbench?

[shadow scaffold]

still nu sir

[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.

[misty raptor]

Hi i was wondering if anyone knows how to transfer my account progress from PC to mobile? I used steam login for PC but mobile does not give that option unless i choose a google, fb, or apple. I was unable to bind my google or fb account on steam and reached out to tech support on the mobile app. Just trying my luck here and see if anyone knows how to fix this?

[tranquil juniper]

@sacred shoal this is the help tab

[sacred shoal]

Tysm

[tranquil juniper]

Your welcome

[quiet bluff]

I can't get any pictures uploaded to the new movie screen. Anytime I try to save them, it says operation timed out but my connection is completely fine.

[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.

[dawn briar]

who has a map for starfall asia server here

[smoky folio]

What does this mean?

[hearty pewter]

Starfall locations are Globally the same. Map has been posted in #heartopia-only and #gameplay-help

[hearty pewter]

Are you hobby level 5 in cat care?

[hearty pewter]

Okay, have you tried joining a new town?

[smoky folio]

Yes. Now I can't interact with the cat at all.

Yes, I have relogged. Yes, I have gone into build mode.

[hearty pewter]

Tried repair from the main login?

[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.

[tropic agate]

so i tried to move this "rainbow dash series badge" from the bottom to the top using select multiple at solo build mode
and now its gone, not in my bag, storage and mailbox
help

[hearty pewter]

Have you tried switching towns?

[smoky folio]

I can now interact with the cat again, but it's gone back to refusing to do the "go out" interaction. Which it has not done once since I adopted it back in January.

And the two times it almost did, the first time it moved away but another cat appeared on my head; and this time, I got that message, and then all interactions broke.

[hearty pewter]

Okay, at least the first problem is dealt with. It seems like your clingy cat is breaking your interaction with this cat.

I have an unsociable and indifferent cat, and what ive done to get her on my head is to let her hunger run all the way to 0, bring it back up to 60-70%, pet her, then ask for her to hop on my head.

[smoky folio]

Has that worked for you more than once?

[hearty pewter]

Multiple times

[smoky folio]

Okay, thank you. I'll try that, and hopefully it works.

[tropic agate]

yes, i tried to relog too, but its still not work

[hearty pewter]

If switching towns and a relog didn't work, try repair from the main login screen. Then double check warehouse, backpack, and mailbox. Even try using build/blueprint mode

If those dont work, then its a bug report to customer support

[tropic agate]

ok I will try, thanks for the help!

[hearty pewter]

If you dont know how to contact CS heres a how to

Where to contact support center

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

Main login:
Settings, support center, headphones

[onyx mirage]

Uhm, guys? I got stuck in the sea, tried to reload the game and tried different towns, nothing is working😭

[rotund oasis]

Hello guys how can I do this. I can't do nothing even in low graphic.

[hearty pewter]

Reset position, watch, settings, bottom left

[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.

[hearty pewter]

Try turning on the setting "Memory Optimization"

[onyx mirage]

Thank youuuu

[proud ingot]

316_x3 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.

[sand sphinx]

Oh yeah, it was there tysm

[vivid cloak]

I dont know the answer for 100% but so far when i loaded in blueprints i did not feel like that i was missing pinguin material. Not quite sure rn but isnt it even listing the materials and coins you need?

[keen helm]

anyone still can't purchase supreme festival pack on website? mine still ask me to try again later. been try since last night , this morning, this evening T.T

[vivid cloak]

worked well for me. playing over taptap and loading webpage , could just pay for it

[keen helm]

u mean just spam it?

[vivid cloak]

uhm, no? 😄 I just said I didnt have any issues. I more like wanted to know what exactly you are playing over. also taptap? steam? phone?

[keen helm]

ohh ipad. sorry I don't know what's taptap

[vivid cloak]

there is two versions for the computer, you can play over steam or taptap (another "client") do you have any chance to play over a computer and see if it works there?

[keen helm]

ah okay, i have steam acc but let me install the game first then

[vivid cloak]

id rather suggest taking taptap client, steam is sometimes also a bit iffi

[crystal wadi]

hi there i need help is there a way to refund if you mistakenly buy for someone else or is that not possible

[vivid cloak]

question is, did they spend or use whatever you bought? because then no. not too sure tho how it would be if its for a pass or something like that

[crystal wadi]

oh I believe it was the gems and 3 pass

[hard edge]

Yesterday when the wolf adventure rally appeared it reset my My Little Pony friendship journey. I figured it was fine I already got the MLP stuff. I log on today and they’re both completely open and the wolf one I didn’t get the rest of the pieces for.
Playing on iPad
Any idea what to do?

[vivid cloak]

I think you can send in a ticket and request a refund, but make sure the gems werent spend or that might cause a ban of the account or something like that, I ve seen already.

[crystal wadi]

I see can you tell me how to send a ticket im abit new to this stuff

[vivid cloak]

if thats any help

As I said, google says it too. make sure the gems are NOT spend.

[crystal wadi]

okay thankyou so much

[chrome kite]

Buggy cooking on the popcorn cart. I can't cook properly. It can't be clicked properly until it becomes a bizzare drink or food

[vivid cloak]

Honestly have no idea. But ever since IPad seems to have many issues since months , have you tried to play over another device and see if it works? Or did you try to "repair" the game and see if it is normal again?

[vivid cloak]

not by any chance something laying in the way blocking you , like a pet?

[chrome kite]

None.

[vivid cloak]

Did you try to place just for testing the machine somewhere else?

[chrome kite]

I'm just in front of it. Tried exiting and reentering the game but still the same issue

[chrome kite]

Will try. Thanks

[bleak mason]

guuuys why is my heartopia kept getting screen freeze :(( it's been three times, but not happen so often, but it's just still so problematic... i was in the middle of sea fishing event siigh

[vivid cloak]

freeze or ping? what are you playing with? did you try to repair the client?

[bleak mason]

i did the second it happened, and then it happened again, it was yesterday

[vivid cloak]

tried all of that?

[bleak mason]

hmm i havent, but might give it a try then, i hope i wont be running into another issues. thanks a lot!

[vivid cloak]

greatest of luck i wish

[rotund oasis]

@hearty pewter I do. It's doesn't work.I also low graphic and it's the same. I do delete the game and re download too but also the same it's doesn't work. Idk how can I do to play this game TT. Help me

[vivid cloak]

Have you updated your graphiccard drivers? what about your ram? how much? I just posted a screenshot of google, if your game is also freezing, try those steps maybe too

[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.

[rotund oasis]

@vivid cloak My phone is Ram 6 / 256gb and I have enough storage. I can play Genshin Impact with high graphic and WWM with middle graphic without any problem. Only this game I can't play TT.

[proud ingot]

occhiojr has been warned

Reason: Posted an invite

[vivid cloak]

Ah so you are on phone , then maybe try all of those and check

[proud ingot]

noooooooooo0549_47148 has been warned

Reason: Posted an invite

[vivid cloak]

And not going to lie, from the video it looks like for playing on the phone, your graphic settings are looking quite high.

[rotund oasis]

@vivid cloak I already do it. It's doesn't work. I have 40gb free and I clear data and cache. And I reinstall today and nothing different TT

@vivid cloak It's just middle graphic btw

[vivid cloak]

Honestly I am so rarely in the settings especially on phone.. is there anything to lower fps or shadows etc?

[rotund oasis]

@vivid cloak I'm play 60fps and all of graphic setting for middle graphic. I also try to restart my phone but it's always happened. Now I'm so sad about that. I really like to play this game. I'm play at least 3 to 4 hours every day. TT

@vivid cloak Now I can't play even 5 minutes TT

[sullen spear]

I paid for a pass and didn’t receive it. This isn’t the first time something like this happened but it’s the first time I’m trying to get help on it. Where should I report to?

[vivid cloak]

you should try to lower fps to 30 and turn it to low settings. did you try that already?

[vivid cloak]

You've got to write a ticket ingame I would assume. You sure the payment went through?

[rotund oasis]

@vivid cloak I do.Even memory optimization and close the snow effect and it's can't help too. I can only play around 5 minutes when I low graphic

[vivid cloak]

Does your phone have a gaming app like samsung has for example? is there anything in the setting to boost the games?

Dang thats really bad with the screens today

[rotund oasis]

@vivid cloak We have Game Turbo but I already put this game to Game Turbo. I also try with VPN

[vivid cloak]

maybe if take the turbo off?

Almost assume your phone is overheating with that game

[proud ingot]

qasx has been warned

Reason: Posted an invite

[rotund oasis]

@vivid cloak I didn't try that let me try it

[proud ingot]

fengqiuyin has been warned

Reason: Posted an invite

[short hill]

hello! does anyone know how to fix this?

[vivid cloak]

Well, did you confirm it and updated it or use the repair?

[short hill]

yes i did but i still cannot start the game 😭

[vivid cloak]

Even after it updated?

[short hill]

yes and i even re-installed the game and had to update it again but still it wont let me start the game

[vivid cloak]

you are playing on... ?

[short hill]

ios

[vivid cloak]

what exactly does it do after it tries to fix itself and is not starting? just not loading? or what exactly happens?

One thing i noticed today for sure is that Ipad/Iphone IOS users are having a load of issues with that game 🤔

[short hill]

there’s also words like “finding your previous location” and “fetching the town” as long as im not mistaken whenever i click the “start” button but still it won’t let me start the game 🥺

[vivid cloak]

So it is trying to load into a town and then just stops or loading very long time.. or?

[vivid cloak]

Hm, you are gone longer than 5 minutes, did it work?

[short hill]

seems like trying to load into town but there’s no sign that it’s loading cuz there’s no loading display, like it’s not working to start the game but just keep displaying the landing page “start”

[vivid cloak]

Hm I am not really an IOS user so I am not quite sure what all on functions there is, but did you try to clean the cache? Is there enough space on your.. phone?! that it can install properly?

[short hill]

there’s still enough space in my phone and installed properly. i wasn’t play much till yesterday i decided to play the game again. i believe the maps is getting larger and after the events of My Little Pony. i’m confused i have to download for 1,89GB whenever i starting the game and its hard to start the game

[hard edge]

How do you repair it?

[vivid cloak]

I mean there were some big updates to the game, so recently everyone had to download that. But Ive got to say ever since that update the game has gotten a bit laggy.

[vivid cloak]

On the start screen there is a repair button

[short hill]

ahh i see, thank you so much for the help! it’s so means a lot to me 💕

[hard edge]

I did not know that! I’ll give it a shot. Thank you!

[sullen spear]

I did and I submitted the ticket and provided a screenshot

[mossy lodge]

is there any fix for the frame stutters and low fps problems? i feel like i should be hitting 100+ easily on low-ish settings but i'm hovering at ~80

[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.

[elder wagon]

Does anyone else mobile sound not work? I’ve had the app for a while and never asked but the sounds never worked on mobile for me unlike pc

[uncut glade]

where should i ask for help with missing recipes, (maybe bug issue?)

[elder wagon]

Have you checked your backpack/warehouse/mailbox? sometimes you buy them but haven’t “learned” them yet

[molten sentinel]

When my friend uses her bug catcher it auto uses it when she’s not clicking it, how can she fix this

[uncut glade]

it it’s not in my backpack/mailbox/warehouse ): i bought the festival recipes and learned them but it’s not showing up

[elder wagon]

Have you crafted the popcorn stand?:(

[uncut glade]

yep! definitely did! but no food recipes shown

[molten sentinel]

Wait all of their items are bugged when using her axe, rod, watering can. Bird scanner etc

[elder wagon]

Shoot I have no idea I’m sorry!:((

[rotund oasis]

@vivid cloak hello still here?

[uncut glade]

no worries just trying my luck here, have sent a ticket for sos 🙏🏻🙏🏻😔

[vivid cloak]

somewhat, whats up?

[vivid cloak]

Did you try to restart the game?

[rotund oasis]

@vivid cloak low graphic/ 30fps/off snow effect/on memory optimization and still didn't work

[hearty pewter]

You bought all the recipes for massimo, and double checked your inventory, warehouse, and mailbox?

[spiral lantern]

what do i do i also have the same problem but i deleted my mail by accident 🙁

[hearty pewter]

Pretty sure you cant delete mail that has an attached gift

[spiral lantern]

i only like removed my mail or deleted it so now i am not sure because it empty

my mail

[rotund oasis]

@vivid cloak see the video?

[vivid cloak]

Well then I am sorry but more idea I dont have either. Maybe consider writing a ticket to the support.

[frigid pelican]

Im having tech issues claming my puzzle pice and other ppl are saying similar things. I have restarted the game restarted computer still no luck tried hopping towns with no luck is there any way to fix this issue?

[supple stratus]

What’s up with these broken animals? Will these ever get fixed? Animals are still full after going to sleep and waking up. Cats get stuck and won’t move. Cats have no interaction above their head. Cats are flying. This is getting real annoying and frustrating!!!

[proud ingot]

minmin_in. 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.

[deft hinge]

how do i refund?

[amber nest]

Hello, your game has crashed on my for the 20th time while cooking and burnt a ton of food again. When is this getting fixed, it's driving me to play less and less

[naive basin]

its so annoying that i have to pay to get a pool of water in the game

[kind night]

FYI I found a video how to run Heartopia on Apple Silicon. And it works perfectly! The video is in an foreign language but shows how it works. https://www.youtube.com/watch?v=TxPZNWI0whQ

[supple stratus]

I SWEARRRRRRRR

[vivid cloak]

Reporting bugs ingame and praying it will be fixed but ye i agree 😬 at least they aint in the ceiling anymore 🤣

Ah yeah going into building mode and back out spawns the pets in front of the building again and makes them approachable

[orchid silo]

Hi, can anyone help me whether this is an error or I read about gifting wrong? I just gifted my friend the ‘Festival Voucher’. But, he can’t seem to claim it. What should we do?

[vivid cloak]

Its a upgrade for the basic. Does he have the basic?

[orchid silo]

He doesn’t have the basic one. And what I gifted was the basic one (?)

[vivid cloak]

Not too sure. From the screenshot it sounds like it wasnt. If it really wasnt then maybe you should write a ticket to the support ingame

[proud ingot]

6b3e has been warned

Reason: Posted an invite

[orchid silo]

OHH! Does that mean the ‘upgraded voucher gift’ is for Basic to Supreme only? (I cannot gift the basic one?) unless they already bought the basic one themselves?

[alpine mirage]

Hello, can someone help me with this problem? I can't plant cause it says it overlaps item..

[supple stratus]

Facts 😂😂😂

[little turret]

Hello, does anyone know how to fix this? I saw this since yesterday but today it still hasn't changed, I can't light up a puzzle piece. 🥲

[glacial anvil]

when preview scene what to show in screen, then close it. the moment you open the screen again, it got bug like this. I need to relogin to normal again.

[solid merlin]

Same situation... I just sent a report

[frigid pelican]

ima try do the fix thing ill let u know if works

[vivid cloak]

Have you all tried cleaning the cache. Repair client... etc?

[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.

[frigid pelican]

trying now repair client

update did not work tried twice

[vivid cloak]

Cleaning cache?

[solid merlin]

I tried uninstalling and installing didnt work.. still all lit up

[silent silo]

hello, any help regarding the CD i play on phonograph? it makes the CD play nothing at all even if i put it on :/

[silent silo]

left one won;t play music, right can.

[vivid cloak]

Thats why I ask if cleaned the cache because usually there is always left overs with uninstalling

[gaunt geyser]

Good afternoon my issue is that I don’t want a refund but I got charged $10.99 and it went through on my purchase history as well as three others ( .99 ) and since I’ve also clicked it several times I’m paranoid about being overcharged AND not seeing any of the hearts I’ve paid for. Not even a support message to my iCloud mail and in game I already sent a message. And also after it goes through, it does this longer than usual to thing load the hearts, despite it going through I get a “error message customer service” which is weird because I’ve spent a lot in this game lol like a lot and I’ve never had this issue. I cleared my cache and I did the upgrade and restarted my iPad. And I repaired and nothing. I bought it with Apple Pay but their only option is request a refund which I don’t want. I just want what I paid for and obviously not have multiple transactions…reporting it through App Store sucks cuz it’s an issue where I can get banned for errors that weren’t on my end. Also I’m on America server and my ID is y617rye. I’m gonna send the screenshots of purchase history just grabbing them now as I send this.

[solemn sierra]

Anyone know where to get this tv thing?!

[vivid cloak]

It is in the Forest Gacha

here

[rugged radish]

I am have an issue, sometimes while I'm playing Heartopia, my controls suddenly don't work anymore, making me unable to move. So I have to reboot the game everytime.

[vivid cloak]

Not move at all or only left? There is/was an issue if a controller is connected that the game wouldnt work proper anymore

[wispy wraith]

Help where do I collect this popular hobby??😭 im stuck, last event they showed us everything but here no

[solemn sierra]

Awwwww thank you! Don’t think ill get it ughhh

[radiant needle]

Hello.. my problem is yesterday I purchased the festival pack but seems like error. My money already deducted from my bank account 🥲 what should I do?

[woven axle]

i bought everything y does it only show a few?

[solemn sierra]

just spun and got this instead

[vivid cloak]

Do you maybe still have reciepes in your inventory or in mail?

[haughty violet]

i finished the my little pony connection thingy and got the spike costume but when the big bad wolf adventure rally popped up, it reset the my little pony connection and I can't interact with it at all. it seems to be moving along with the big bad wolf adventure rally or something?

[vivid cloak]

Yep seems to be bugged, several people have already been complaining.

[woven axle]

ah it was in my storage i keep forgetting to look thank u!

[warped lotus]

u cant place the cinema projector in the private island??

[south hound]

Fr

[cosmic mountain]

Need help...I picked up the "Dream Bubble," which I believe is one of these two, but I'm still getting a message "Find the Dream Bubble. 0/1" When I click on Track Quest it doesn't Track...which makes sense since I already found it. Anyone else have this problem?

[cosmic mountain]

I might have figure it out. I picked up the emote earlier, but there was a bubble over the piano in town which had a ballon in it. When I got that it seems like the quest finished. Were there two parts to it or is it a bug?

[agile sphinx]

Fr

[rugged radish]

I mean not being able to move at all, the controls just stop working

[vivid cloak]

Yeh but do you have a controller connected?

[foggy wraith]

#1484799173877436558 message

this?

[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.

[hushed siren]

.

[woven hemlock]

the dream bubble quest is different than the event quests, those are two different types of bubbles. the one over the piano is the correct one for the dream bubble quest

not all quests can be tracked, the game wants you to find some things on your own by exploring / following the clues in the quest descriptions

[rugged radish]

No

I mean the control things in my phone

[steady tinsel]

i think my maximum house load does not increase? I have opened up all 18 plots and my hlme does not have lots of furnitures but it says u have maxed out my load? 🙁 is it a bug?

[cloud fable]

Hello I wanna ask will the game take my Apple credit first or will it take from the bank account ? Like does it accept the Apple credits ?

[vivid cloak]

Do you have a lot plants or flowers standing ?

[steady tinsel]

oh i think i do maxed out on those

[vivid cloak]

I try to remember what I was recently reading does take a load of the capacity away but I cant recall.. but I think the flowers if its a LOT of them it does.. 🤔

[steady tinsel]

Ah thanks! Let me try removing a few . i mean i used all 60 flower space and all planters too

[vestal tiger]

my game keeps crashing after 7 minutes of playtime (steam)

[steady tinsel]

[vestal tiger]

what can I do...

[proud ingot]

jainoy_ploy has been warned

Reason: Posted an invite

ceee.ef has been warned

Reason: Posted an invite

[languid apex]

I have my vehicle set to "self only" yet someone some random person in my town was able to drive off with my vehicle, is there a known issue with this, I always have it set to self only.

(I have it set to self only because I'm tired of people taking my MLP car and driving off with it 🙁 )

[proud ingot]

lastnqx has been warned

Reason: Posted an invite

[vivid cloak]

you sure you put self only for your car not the driving on your property?

I had that some time ago that people were able to somehow drive anyways, but not anymore currently. Working as it should work 🤔

[languid apex]

It's set to just me.
idk how it happened, its been set like this for nearly 2 weeks. i'm so confused

[vivid cloak]

What if you turn off the drive at home too? Maybe it is some weird bug that it is linked to it 🤔

[languid apex]

I'll try it, thanks for the help :3

[vivid cloak]

Else you might need to maybe send a ticket ingame and say it might be some bug.

[languid apex]

I'll keep my eye on it, and if it happens again I'll do a bug report

[vivid cloak]

Ah yeah I think puzzles too ! if you hang them up as decoration. Have you checked that?

[olive nymph]

It’s so annoying to dragging left click to look around on PC. Will it be different if i use controller? 😭

[silent silo]

need help about this :c

[sonic matrix]

Quick question, is the Order Ticket supposed to just disappear after 2 uses? I collected my order today but I no longer have my stamp book

[vivid cloak]

It uses uo with every order that you do. You get new ones eventually from daily

[vivid cloak]

Someone said in a reddit that going to a new town would have helped. Did you already restart your client or something?

[vivid cloak]

I think the controller might still not be really supported.

[blazing bramble]

how long does it take for a ticket to be seen/ dealt with? A friend bought me a supreme festival voucher and its bugged it wont let me use it and we both submitted a ticket

[sonic matrix]

From daily quests?

[vivid cloak]

Yep, you get those balls for every done deed and there might be one inside

[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.

[silent silo]

thanks for replying. I always restart my client and even switched devices and would be still the same. so i have to switch town everytime it bugs? D:

[vivid cloak]

Not too sure if it works at all. Was the quickest info I found with googling for that issue

[proud ingot]

dekbelltie has been warned

Reason: Posted an invite

[silent silo]

dayummm, okay. this is the first time i encountered this, tbh. it wasnt like this before. Now, it just randomly stops playing :/

[ivory parrot]

My adventure rally decided to complete itself. Cant claim rewards due to it being completed.
I only did one day so far lol. I cant find where to make report of a bug ingame. So im posting here as well.

[proud ingot]

hotarukun_ has been warned

Reason: Posted an invite

[vivid cloak]

bugs the same i guess

[warped lotus]

I tried using the repair button multiple times but I’m stuck here I even tried the rest position but it’s stuck there for some weird reason

[woven hemlock]

devs/staff don't look in this channel unfortunately, so bug reports go in the 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]

2 options:

• go to your friend's list, see if anyone is online, teleport to their town (note that this will tell your friend that you went to their town if you do it this way)
• go back to the start screen, click the windmill icon next to the start button, go to 'all towns', pick a new town. this will reset your position to the front of your house. don't click start, because that will put you back in the same town as you were in before.

[ocean sparrow]

Meow meow achievement is bug. Not counting even i fed them their fav food.

[woven hemlock]

1-3 business days, the developer is based in china as a side note, so take timezones into account when accounting for business days

[woven hemlock]

it says you have 2 towards the achievement already, you might have already fed this specific cat its fav food before. (it needs to be 5 different cats)

the notification for fav food isn't guaranteed to show up in the mood log, but the achievement will still count it

[ocean sparrow]

That 2 achievement was already last time before the update. Its not counting anymore.

[woven hemlock]

is this a brand new cat you've never fed before?

[ocean sparrow]

Nope. The same cat that i keep feeding wherver i got a moonfish. Now its not counting.

Or it will only count if its 5 different cat?

[woven hemlock]

only count if it's 5 different cats

[woven hemlock]

if you send in a bug report, get a video of your settings and then someone driving your car, to show proof. they'll take it more seriously if there's proof it's happening

[woven hemlock]

did you learn all of the recipes? check your backpack, mailbox, and warehouse for any unlearned recipes, sometimes the game lags and doesn't register when you click 'learn'

[woven hemlock]

can you check your amex account and see if the charge is processing or completed? if it's processing, heartopia hasn't gotten the funds yet, which will explain why the festival pack hasn't been received

[woven hemlock]

it's not a hobby you collect, if you click the description, it asks you to go find the event-specific fish/insects (birds aren't availalbe yet)

[tidal mason]

Would anyone know how to help with this?

[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.

[soft dagger]

I’d like to report what seems like a bug. I had this gossip quest for Bob show up yesterday and did as requested but ever since; the option to give his request doesn’t show up when I try to speak to Bob.

[woven hemlock]

this channel is for players to help each other, so if you're looking for official help from customer support, open a ticket using their customer service in-game

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.

RE: not receiving what you paid for, does the card that you paid with (not apple pay, but the actual card/bank) show a charge that's been processed? apple especially likes to take multiple charges and combine them tgoether to charge them at the same time, sometimes over a few weeks. if this happens, heartopia hasn't received the funds yet and that can delay when the purchase is given to you. other than that, you'll need to communicate with heartopia customer service via the ticket above, and check back on your ticket because they don't really respond with email

[versed flare]

How to cook event food? Like what stove

[woven hemlock]

to bind another account to your steam account:

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

once you bind it successfully, you can use that to log in on mobile

[woven hemlock]

popcorn machine, built via workbench once you have the recipe

[woven hemlock]

@tidal mason ^

[covert jetty]

Hi, is it possible to trade furniture?

[woven hemlock]

the only options for trading are books, cds, and certain items bought from the acorn store

[covert jetty]

Since it’s going to take me a lot of time to get everything unlocked at bobs shop i was wondering if I could do anything to decorate my house faster

[woven hemlock]

you need to make a new seafood platter first before you can give it to him

[covert jetty]

Okay thanks

[soft dagger]

In the video I sent it shows my inventory with 3 different seafood dishes I made after accepting the request

[proud ingot]

kaizeee14 has been warned

Reason: Posted an invite

intelloghetto has been warned

Reason: Posted an invite

[tidal mason]

Thanks! I think my friend has tried this and have contacted support but none of the options they offered has worked

I'll leave it to @misty raptor to list what methods she's tried though 🥲

[blazing bramble]

thank you for your feedback

[nimble trail]

is the online payment portal down for anyone else?

[pure trellis]

Before I waste my fruit, are the event recipes still bugged?? Just as far as switching the fruit used to unlock "secret" recipes?

[nimble trail]

i’ve been able to switch the fruit with no problems

[vivid cloak]

Are they bugged? Worked for me well so far

[pure trellis]

I can switch fruit no issue, I just saw on facebook like yesterday though that it isn't actually unlocking the new recipes apparently lol. Must have been wrong!

[nimble trail]

it may have been fixed

[pure trellis]

Okay yeah, it doesnt unlock the new recipes for me so I assume it's still bugged intermittently for some people! At least on the American server!

[nimble trail]

ohh that’s unfortunate:(

[warm root]

has anyone else had a problem with buying someone a supreme festival voucher gift, where they can’t redeem it?

[woven hemlock]

The different flavor recipes don’t unlock if you use universal ingredents, so most likely they used them and didn’t realize they need to actual ingredients. I had no problems with getting the recipes yesterday on America server

[woven hemlock]

Once they claim it from the mailbox, ask them to search for the ticket (not the gift box) in their backpack or warehouse and manually activate from there

[blazing bramble]

that aint happening chief

[woven hemlock]

Can you have them check the banner to see which voucher is active?

Screenshot so community can help troubleshoot what’s going on

[blazing bramble]

i have regular festival pass so @warm root gifted me the supreme i use the voucher and it doesn't work so we both put in support tickets.

[timid spade]

anyone else have this problem with the floor ? like its so streched, but only at my friends house , not on mine

[olive niche]

How do you complete??

[blazing bramble]

I'm just afraid they wasted their cash trying to gift me supreme pass and now I just have a voucher that cant do anything with

[woven hemlock]

Hm yeah there shouldnt be any reason you cant redeem it, try clicking repairs on the start menu. For some reason the game thinks youre trying to redeem a basic voucher

[woven hemlock]

#gameplay-help

[blazing bramble]

i think the confusion was they may have bought whole pack and not the upgrade so i jsut have a whole pack voucher i cant use lol or regift lol

[woven hemlock]

OH WAIT I KNOW WHY, it’s because you already have the badic pack, so the only way to go up is to get the upgrade voucher instead, which is a separate item.

The supreme festival voucher you have right now can be saved for a future festival though, it won’t be wasted

Yeah yeah

Its ok, won’t be wasted, just cant be used for this festival right now

[blazing bramble]

ill hold onto that then i suppose ty for your help

[woven hemlock]

You can regift it actually, if you have level 3 friendship with someone, you can use the 2person interaction to gift the voucher to them

Yeah np!

[blazing bramble]

ooh i might try that then

[woven hemlock]

Will need a gift box, but you should have one since the friend gifted it to 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.

[blazing bramble]

i tried to gift to another friends but it didn't show and option to gift it we are lvl 3 friends

[woven hemlock]

Do you have an empty gift box in your inventory?

Another player tried and said it worked for them

[blazing bramble]

the box is empty it says

welp i tried lol

[woven hemlock]

😔 maybe try with a different friend that you have a higher friendship with, i was told lv3 friendship is the minimum

[blazing bramble]

i do appreciate the help though I'm just trying to do something with this since someone put the money towards it lol

[woven hemlock]

Yeah yeah

Good thing you can save it for next festival, so you’re all prepared for next time!

[marble marsh]

So I made the fatal mistake of redeeming the popcorn cart recipe while my bag is full... it is now not redeemable from my mail or anywhere. RIP. While I wait for a reply from support, does anyone know any fix? Or is there a way to buy a popcorn cart ingame?

[woven hemlock]

If its not in your backpack or mailbox, Look in your warehouse for the recipe, it’s only accessible when at home

[marble marsh]

omg thank you! Why did I not think to look there lol.

[woven hemlock]

Easy to forget its there

[proud ingot]

therealfoxy has been warned

Reason: Posted an invite

[gilded torrent]

Anyone having issues with the package? Paid twice not realizing it was an issue with the game. Made a ticket but no reply.

[harsh flax]

friend having issue with unable to light up puzzle under new event 'Adventure Rally' and her puzzle already fully revealed but she has not even light up once. Need help.. she even tried uninstall and reinstall the game but still didn't fix.

[west helm]

Have this issue too. I lit up one piece from the first day but now it's entirely lit and I cannot do anymore / earn rewards

[harsh flax]

did u report or complain? cos no idea how to do so

[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]

common bug, devs/staff don't look in this channel, so gotta report bugs to their support center~ hopefully they fix it asap so that everyone can unlock quickly
@west helm

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]

what sort of problem are you getting? paid but not getting what you paid for, or getting an error message, etc etc?

[gilded torrent]

I paid for the supreme festival package x2.

Nothing unlocked

[sand torrent]

What the crap, I have reached the insufficient load, can’t put more stuff 😭

[woven hemlock]

yes, the only way to get more space is to put some of your things away

[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)
• there was a recommendation from customer support to another player, since what you're missing is the season pass, to click 'repairs' on the start screen, and then 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

regardless, you’ll need to contact the heartopia support center for billing issues. it takes them 1-3 business days to respond back, and they're based in china, so take timezones into account when calculating business days

[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.

[upbeat cobalt]

Can anyone tell me why when I try to make the Springday Tea with Strawberries or Pineapples it goes back to the original one

This is the 2nd Day I've tried it again but it's still happening

[mild spruce]

Is it normal to lose your fish/bugs completely after collecting the tank with them inside or is this a bug??

[upbeat cobalt]

Like I'm trying to unlock the recipe for them both but it's not working

[analog jay]

my game is locking on the long press/alt action for my tools. when i take out my net, it is auto doing the distance action, same with the fishing pole, and flower seeds/watering can.
taking out my fshing rfod makes me unable to walk, have to reset game. any ideas how to fix? my keybinds havent changed, ive reset the game

[proud ingot]

girorobot has been warned

Reason: Posted an invite

[vocal helm]

Hi its my first time playing on pc , I can't water plants or plant anything in bulk like on mobile I can hold down the button to do it. How do I do it on PC? I tried holding F but it doesn't work

[upbeat cobalt]

The only reason I can think of is I'm using the universal ingredients instead of the brown sugar but surely that can't be the issue

[upbeat cobalt]

Long press the button with the mouse 💜

[pure trellis]

That did end up being the issue yeah!

[gilded torrent]

Thank you! Charged my card and it went through. I did contact support as well. Appreciate all the help

[sick goblet]

Hi ! The game is crashing and lagging a lot for me and my friends

[brisk dome]

Hi guys can someone help me, I am stuck here for 3 hours already. My bike went under the bridge earlier. I tried waiting for 2 hours for it to reset but didn’t work. Tried repairing it in the login screen, didn’t work either. Tried uninstalling the app, still didn’t work. Tried logging in on my android phone still didn’t work. I am really stressed right now on whats happening here. 😭

[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.

[somber siren]

i bought the caramel popcorn and i cant make it on the popcorn machine...

[woven hemlock]

check your backpack and warehouse for a ticket, needs to be manually activated

[steady wasp]

Omg thank you so much

[woven hemlock]

check your backpack, mailbox, and warehouse to see if the recipe for the popcorn is there

[primal pasture]

Not sure if there is a place to report bugs still, but has anyone else noticed that the new gravel floor glitches like A LOT? I've seen several weird patterns on my property and others who are using it.

[primal pasture]

Did you try to reset your position from the settings in your little phone?

[somber siren]

Omg warehouse, ty! ❤️

[woven hemlock]

three options:

• go to watch >> settings >> reset position
• go to watch >> friends list >> find a friend who is online and teleport to that friend's town (note that this will tell them you went to their town)
• go to the start screen >> click the windmill icon >> all town >> select a new town to teleport to. this should reset you to the front of your house. (if you only click the start screen, it puts you in the same town in the same spot you were in before)

[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.

[fossil palm]

anyone else having issues where the game breaks when using fishing rod and bug net??

[obtuse gale]

Hi

[deft oasis]

Any1 else try to buy from the acorn shop and nothing works?

[woven hemlock]

can you try to go to start screen, then click 'repairs' in case its a matter of corrupt files?

[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]

it's because of the universal ingredient actually, you can't use it to unlock new flavors of recipes, only make recipes you already know

[woven hemlock]

what do you mean? when you put fish/bugs inside of the tank, it removes one from your inventory and physically puts them there

[sick goblet]

I did it yes and it's still lagging, same for my friends

[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 glen]

Was there a fix to the glitching with the fish net and bug catcher? I either get frozen and can't move or the bug net is going off on its own facing the right direction and can't move it.

[earnest lake]

How do I split screen heartopia and other applications on an ultrawide monitor? I’m in windowed mode and it still doesn’t let me split it

[clear cipher]

is anyone else having an issue with the small cinema screen not showing up in game?...

[deft oasis]

I did, it closed the game out when i clicked it

I relaunched, it's still not letting me do anything 🙁

[proud ingot]

llseikolll has been warned

Reason: Posted an invite

speak.playagame.sitandplay has been warned

Reason: Posted an invite

[analog jay]

omg thank you it was definitely the controller!

[proud ingot]

bangbob5569 has been warned

Reason: Posted an invite

[heady sedge]

Hey can someone help or tell me how long does it usually take technical support to answer? I tried contacting through main start up but nothing... I bought the 30$ pack and it took my money but never received it

[proud ingot]

wave_594 has been warned

Reason: Posted an invite

[sleek patrol]

hmm...

[proud ingot]

llseikolll has been warned

Reason: Posted an invite

[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.

[sleek patrol]

oh ty

[woven hemlock]

between 1-3 business days, note that they're located in china so take timezones into account when calculating business days

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

• 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 click 'repairs' on the start screen, and then 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

regardless, you’ll need to contact the heartopia support center for billing issues

[hybrid summit]

Hello, I accidentally deleted a mail with recipe 😭 i had full backpack and when i had the space i collected the items from mail and deleted them but i was going too fast and didn’t noticed i didn’t collect this one 🤦🏼‍♀️ is there any chance it can be recovered please? 🙏🏼 🥺

[clear cipher]

i think thats just the recipe

[hybrid summit]

Yea but I didn’t learn it and when it got to the mail i deleted it on accident

[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.

[foggy wraith]

Did u Check your warehouse?

Should be move into ur warehouse

[hybrid summit]

Omg I just did thank you! 🙏🏼😭 I thought I lost it forever haha
Didn’t think of that, I checked my backpack to see if it moved there automatically but didn’t think of warehouse 🤦🏼‍♀️
Thank you for help ❤️

[foggy wraith]

It happens
Dont worry hehe

[pine mantle]

Anyone experiencing login issues? I'm still unable to login after logging out.
Just keeps on loading and the display on my browser is just blank white.
Already tried clearing cache and allow local network but still having the same issue.

[nova geyser]

I can’t login!!!!

I tried to refresh and everything and it still won’t let me play! It keeps saying this

[soft dagger]

Should I contact customer support in game for this?

[marsh summit]

Ok, so I know for a fact I had the brown furniture. I bought it about like a month ago, and now it's telling me I don't have it? Not anywhere in my warehouse either, and it's actually upsetting me because I spent a ton of money on that set. I could care less about missing the craft able furniture, but the ones I spent my time on earning money for just suddenly gone?

I ALSO had the Manor furniture!! Why did the game take it all away from me?!

[woven hemlock]

did you cook a new seafood platter before going to find bob? it only counts if you cook it after receiving the quest

[clear herald]

So there is so many bug in game guys?

[fast lake]

Hi I just bought 40 fireworks with my stars and it took my stars and I don't have my fireworks I even exited the game and reloaded

[woven hemlock]

go to the start screen and click 'repairs' to see if it's a case of corrupted game files

[woven hemlock]

check your backpack, mailbox, and warehouse for the fireworks

[fast lake]

I did! It isn't anywhere

[woven hemlock]

did you check all three locations?

[fast lake]

Yes all 3 ! There's no fireworks

[woven hemlock]

are you playing on pc? if you are, can try this: https://www.youtube.com/watch?v=KrLPvUVj784

[nova geyser]

Thank you!!!

[fast lake]

I'm on mobile

[woven hemlock]

the other message was a reply to someone else

[fast lake]

Oh sorry!!

[woven hemlock]

haha no worries

[woven hemlock]

can you go back to the start screen and click 'repairs' in case its because of a corrupted game file? sometimes repairing the game helps to bring back items that are missing. can also try to switch towns a few times and see if that makes them appear

[woven hemlock]

can you try a full re-install? make sure there's enough memory space on your device as well, the game isn't optmized well and needs usually twice as much space as you'd expect to run smoothly

[deft oasis]

I just installed this game today, I have beyond the space this game would need

[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.

[soft dagger]

I made it after, I made 3 different ones and it still doesn’t let me give it to him

[woven hemlock]

oh, i just saw your video (i was at work earlier). you made seafood risotto, not seafood platter

it's a specific dish

i think

[fast lake]

I did that I still don't have it, I spent like 90 stars it's very frustrating

[woven hemlock]

i couldve sworn i did it with a fish and chips but let me check my game

[upbeat cobalt]

So the fishing event is bugged

My group have tried it 3 times with both boats and we keep getting the loading screen then we get kicked off the boat

Is this a known bug, cause one of them has said it has happened before

[woven hemlock]

ok i just double checked and theres no dish specifically called seafood platter, so im 90% sure i did it with fish and chips bc thats what i usually cook when i do fish-related stuff. can you try switching towns and see if that triggers the dialogue bubble to appear? now that i'm trying to remember the quest (it's been a while), i think remember being able to click on the chat bubble before i had the right dish

[woven hemlock]

at what point do you get kicked off? like when the boat sets off, or once you get out into open water, etc? are all of you kicked off, or only some of you?

[woven hemlock]

do you get any sort of error message when you crash? at what point is the game lagging?

[white warren]

@dreamy sandal
Can you send me a screenshot here of what the bot tells you after sending your message?

Be careful not to include your message in the screenshot

[woven hemlock]

if you're 100% sure that you don't have the fireworks, you can reach out to customer support to see if they can help:

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.

[dreamy sandal]

I think i find whats the trouble:3! I was log in in the bot with my other discord account

[white warren]

Ohh yes '! You must first verify your account via this link in order to send a message 🩷

[woven hemlock]

try clicking repairs on the start screen in case it's a matter of corrupted files otherwise, double check that it's not in your inventory (eg see if it's set out in your current build somewhere, in your backpack, in your warehouse). did you accidentally sell it to albert, etc

if you still can't find it and you're sure it wasn't sold, try contacting 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.

[woven ledge]

I'm not sure if I should post this here, but I need help if it's possible that I could get rid of this jump button since it's always in the way when I'm cooking being accidentally pressed. I dont really need that there on my screen when I'm on a laptop xd

[woven hemlock]

Theres no way to remove it completely, but in settings there should be a section to adjust the placement / size (im on mobile so might be slightly different for pc)

[woven ledge]

I sadly dont have that function on laptop xd Cant even change the controls 😔 Thanks for the answer though^^

[woven hemlock]

😔 !! good suggestion though, if you want to open a ticket to let them know. sucks that you guys dont have the option in pc

[quartz mural]

Hey, is there something buggy with the buy menu? I play on pc over steam and i wanted the event pack but i cant buy it. no side opens or stuff. same with hearts.

[soft dagger]

I have been to various different towns since yesterday and the issue still persists🥲

[hushed gyro]

Hello, I am having an issue. I don’t know if others are having it too. I tried to buy hearts the other day, the charge went through but I didn’t receive the hearts. Right after I proceeded to try to purchase them again, received that batch but not the first. I refunded the first charge and now the game has set me to - hearts when I didn’t even receive the first batch of hearts payment that I had refunded. I have another issue currently with two payments for the new event but I haven’t received anything and it’s stuck in pending. If an admins or sorts wants, I have pictures of my payments and what I am talking about.

[woven hemlock]

hmm weird. try clicking 'repairs' from the start screen

[delicate trench]

Hello! I just bought some heart diamonds but i wasn’t able to receive it. Is anyone available to help?

[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.

[open nebula]

It's been 24 hours I still haven't receive an exchange ticket for my Gilden Acorn Voucher, can this still be changed?

[soft dagger]

I’ll try that☺️

[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)
• there was a recommendation from customer support to another player, since what you're missing is the season pass, to click 'repairs' on the start screen, and then 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

regardless, you’ll need to contact the heartopia support center for billing issues

[open nebula]

this is an item issue, not a billing issue. I just need to exchange Gilded Acorn Voucher(battlepass) to the current one

[quartz mural]

wich webside

[woven hemlock]

You cant exchange the one from the last event for this one the last event was a fashionwave, the current event is a festival. If you have a voucher from the last event, need to wait until the next fashionwave to use it

[wispy copper]

is there a way to move pets that are in front of cooking devices to keep them from burning?

[open nebula]

do you have an idea when's the next fashionwave?

[cerulean cobalt]

@woven hemlock do you work for Heartopia or just help out in tech?

[woven hemlock]

No idea, but personally my guess is summer, since theres a hobby for sandbuilding, and we had snowsculpting during the winter fashionwave

[woven hemlock]

I am just a player who likes to answer questions o7

and have too much time on my hands apparently

[open nebula]

alright this made more sense, thanks.

[woven hemlock]

All Hato Helpers are players, nobody with a green name is employed by the company

[soft dagger]

It didn’t work😔

[cerulean cobalt]

Gotcha. I just had the game not give me the pass I paid for, requested a refund, they approved then put my hearts in the negative when I never received my pass

[hushed gyro]

same

[woven hemlock]

technically you can try to shove them away by initiating an action with them, because when you do they walk away a few steps, but it’s hard to maneuver around the stoves. Can try these:

• 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

[sleek tundra]

I cant claim anything.... and it hasnt been 7 days... Helppppp

[woven hemlock]

On the official website, they have a way to pay for stuff there too

[quartz mural]

can you send me an link?

[wispy copper]

thank you, I'll try that. i placed my popcorn stand outside and it has been a reoccurring problem

[woven hemlock]

unfortunately thats expected yeah, when you request a refund the game assumes you already received it and docks what you paid for. unfortunately you’ll have to work this out with the game staff and your bank/card

[delicate trench]

Where do I go on discord section for customer support if I haven’t received my red hearts?

[woven hemlock]

We think it bugged out because of the mlp banner, please report it to 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]

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

[upbeat cobalt]

All of us get kicked off, and it's when the boat sets off

[woven hemlock]

There’s no place on discord for official customer support, need to use the customer support that’s connected to the game:

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]

Hm weird. i hear of it occasionally, but its never been an entire group all together, usually onlt one person due to the game assuming theyre afk. did it happen consistently all three times you guys tried? if so, i’d try to get s video of it happening next time you guys try to fish and send it to customer support so they can look into it

[upbeat cobalt]

It happened all three times, 2we gave up in the end but if it does happen again I will screen record it

[woven hemlock]

yaa if its a consistent thing, it must be a bug not a one-time glitch

[delicate trench]

Thank you! Do you know how long they resolve issues when people weren’t able to receive the red hearts? I’ve been waiting on that support screen and been refreshing but no one is responding back

[woven hemlock]

usually takes 1-3 business days for someone to get to the ticket itself (keeping in mind timezones since they’re in china), to resolve it i dont know, since i havent had anyone come back yet to let us know it was successfully resolved if they resolve it for you, please come back to let us know, i’ve only had one person come back to update but it was with a failed ticket

[cerulean cobalt]

@woven hemlock you’re amazing for all the support you provide. You are appreciated:)

[hazy hill]

Hello, I'm trying to unlock the teas I'm missing with the corresponding materials, but I only get the generic tea every time. Can anyone tell me how I can fix this? The ones I'm missing are blueberry and raspberry.

[woven hemlock]

If you’re using universal ingredients, you need to switch to the actual ingredients when unlocking the different flavors of recipes. Universal ingredients can only be used to unlock a recipe if you already have the recipe such as the originals.

[hazy hill]

So that's what it was 😭 understood thank you

[summer rune]

does anyone have solutions for the lag since update? ive done low graphics but its still almost unplayable

[woven hemlock]

Damn IDK what we could possibly be missing then 🫤 I think you’ll have to report it to customer service for this one. Sorry I couldn’t help more!

[soft dagger]

It’s oki I still appreciate the effort🫶🏼☺️

[slate lantern]

deluxe seafood platter?

should be lvl 6 i think in cooking hobby for the recipe deluxe seafood platter

or but then again idk the context xd

[woven hemlock]

They’re trying to complete the quest from Bob where he asked for a seafood platter

[slate lantern]

ahhh yeah its asking for deluxe seafood platter xd

idk why they ddnt add the deluxe

[woven hemlock]

Oh maybe that’s why yeah though I could’ve sworn I did that one with fish and chips, but maybe I’m thinking of the wrong quest?

[slate lantern]

there 2

quest from him

[woven hemlock]

Was there a separate quest that asked for fish and chips?

[slate lantern]

actually 3

connected

fish chips then seafood risotto

then seafood platter

[woven hemlock]

Aha

Should’ve sent them over to you guys in gameplay then haha

[slate lantern]

lol all goods

i think the fish and chips the one trigger the gossip quest

since that is a daily request i think

[soft dagger]

Mmh I don’t see any deluxe seafood platter recipe😭 is it a secret recipe or something cause cooking hobby is maxed out for me

[runic moat]

Helloo, I seem to have a problem with one of the event furniture It says I have the popcorn serving cart, but I can't find where it is in the crafting thing.

[woven hemlock]

Check your backpack and your warehouse for an unlearn recipe

[proud ingot]

chingou. has been warned

Reason: Posted an invite

[runic moat]

Found it! Thank you so much!

[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]

it could be a number of reasons, but 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
• 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

[summer rune]

thank you for this ❤️

[woven hemlock]

hope it goes away soon!

[cinder cloak]

I have contacted support shou the game menu for my daughters account, and still no word since thursday? how long before they may get back to me?

[woven hemlock]

1-3 business days, keeping in mind that the game is based in china so timezones should be taken into account when calculating business days

Also, need to check back on the ticket in your daughter’s account

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.

[burnt gull]

I logged into my account just now and its making me create a new character? Like my entire old character disappared :/ Anybody else have this happen?

[woven hemlock]

Check to make sure you’re logging in to the same server as before —> at the start screen, click the globe icon next to the start icon, and see if you have any other servers in the list with a character created

If no other servers have a character, double check your log in credentials, especially if you play on a device with multiple versions of that log in (eg multiple emails). If you have multiple versions of that log in, try logging in with all of the other options to make sure the game signed you up with the correct account initially, this is a common issue since there’s no way to confirm afterwards which account is linked

If you have any other accounts binded to your old account, try logging in with those instead

[burnt gull]

ok im good 😂 i was on the wrong account

[trail gorge]

Hiii! Is there an ongoing update or something? I cant log in to the game, it’s always giving me this error.

[woven hemlock]

not a maintenance, it's not the right message that would show. you can also always check #patch-notes to see if there's a scheduled maintenance, as the staff will always post there before it happens!

try doing repairs from the start screen, if that doesn't work try rebooting the game, if that doesn't work can try rebooting your device, but you can also try the networking troubleshooting:

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

[cinder cloak]

submit a ticket thou the icon you mentioned, i think i did that before too not sure but at least ill know something this week for her, 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.

[cosmic mountain]

Is there a trick to getting the snow scultping pieces to fit together? I've been able to get two round piece to fit, but cannot finish a circle or do anything more elaborate. I really like the sculpting little game and seems like a great way to make something unique...but only if the pieces can fit together properly.

[woven hemlock]

do you just mean building up things like igloos? #gameplay-help might have some suggestions

[soft dagger]

I found it lmaooo I must be dyslexic cause I could not for the life of me read that anywhere😂 but thank you so much guys I appreciate your help! sorry for the trouble😅

[woven hemlock]

glad we figured it out though! i did not catch that there was a deluxe seafood platter 😂

[soft dagger]

Honestly me neither🤣

[slate lantern]

well u can buy it from massimo if u still havent got it yet

[hearty pewter]

It is very tedious but can be done. I had a whole igloo just for the egg claw machines

[sweet bison]

what is "loading anomaly L99"

[atomic locust]

Hi. Is the where I can report an issue? I purchased the Supreme Festival Pack yesterday. My transaction went through, but my account didn't receive it.

[hearty pewter]

Where to contact support center

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

Main login:
Settings, support center, headphones

[atomic locust]

Thank you

[cosmic mountain]

Is there a trick to how they have to be rotated? I was hoping to do something really elaborate, but it seems like the grid isn't setup to deal with the round pieces well.

[cosmic mountain]

Are you suggesting there might be messages already and I should scroll and/or search there...or do I need to ask for help?

[hearty pewter]

I half wish I had a picture of the one I built, but what's the layout youre trying to do? Just a circle?

[woven hemlock]

i was suggesting to ask for help, but jarhead is here already so o7 don't need to ask there again unless jarhead cant figure it out

[cosmic mountain]

Honestly, I wanted to just kind of freeform see what I could come up with. Unfortunately, my first test seemed to suggest it's impossible, or at least very difficult to get pieces to fit together.

[hearty pewter]

Let me hop in and make something quick

[cosmic mountain]

Actually I might have figured out the trick to it. I was trying to build in a small area which was obstructed by a tree. Now that I'm in a bigger area I'm seeing if you use the round pieces so they fit directly into a square on the grid things seem to be going much easier.

[hearty pewter]

Okay! Let me know if you get stuck!

[cosmic mountain]

Thank @hearty pewter really appreciate that.

[hearty pewter]

Not a problem!

[cosmic mountain]

I wish there was a way to predict/try to get certain pieces. I tried counting to see if it was a matter of getting a certain number of clicks in during the countdown time, but it seems like it's rather random.

[hearty pewter]

It is pretty random, but what I have found is that if there is more than 8/9 on the screen, its most likely an NPC

[cosmic mountain]

I'm finding it fun experimenting. I've done some counting. Next I'm going to introduce making errors to see if I can get more building blocks. 🙂

[hearty pewter]

I have recordings where I intentionally failed and gotten 5 star results

[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.

[jovial sentinel]

after looking everywhere for the vehicles i recently bought in the acorn store I still can’t find it can anyone help me

[woven hemlock]

• first, are they unlocked in your collection? if they aren't most likely they went to your mailbox because your backpack was full at the time of purchase

• otherwise, open your toolbox and check your vehicle list from there. if they appear there, check your backpack and warehouse. you should be able to see them as vehicles you can place down

[vale atlas]

My ping skyrockets every time I play as of this evening and haven’t been able to fully connect. I can’t use any of my features. I have lowered my graphic settings and even that’s not helping. Any recommendations?

[woven hemlock]

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

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

• Restarting your router
• Manually forgetting your WiFi and manually reconnecting to it
• Going on Airplane mode, waiting a few seconds, then turning it back off

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

• a different WiFi
• 5G, LTE
• Cellphone data / hotspot
• VPN (Proton VPN is used by a lot of players here)
• DNS (Warp 1.1.1.1 is recommended by one of the helpers here)
  once you get into the game, you can switch back to your normal internet connection

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

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

graphics settings don't usually help with ping, because ping is related to how well the game can communicate with the network / 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.

[woven hemlock]

hi meowbot

[honest stone]

How do I get a yellow house ticket to upgrade my hobbies?

[woven hemlock]

do you mean the premium hobby ticket? starts at dg level 50

[honest stone]

Thanks

[viscid sage]

Anyone elses stuck like this? Hasnt let me claim the daily since day 1. Was like it all day yesterday and today!

[woven hemlock]

try doing repair from the start screen, otherwise it's probably bugging out because of the mlp banner with the same type of function. a lot of players are experiencing it, can report to the customer service so they can fix 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.

[viscid sage]

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.

[foggy wraith]

@woven hemlock hiii, sorry for the tag, could you help this person out by any chance?

@random acorn

Im not so familiar with in game gifting issue

[azure brook]

hello.

[woven hemlock]

you purchased the pass and your friend did not receive it in the mail? is that correct?

[azure brook]

yessss. the payment did went through and my total spend is now deducted as well. I double checked as well that I sent it to the correct person

[woven hemlock]

can you check your bank/card statement and see if it says 'pending' on the transaction? if it does, it means the payment isn't processed yet, so heartopia might not have received the funds for the purchase

[foggy wraith]

-# ty fallingwish, I'LL HAIL TO YOU 🧎‍♀️ lifesaver

[azure brook]

Upon checking, yes it's still on pending status. Maybe I need to wait within 24 hours? I apologize, normaly when I top up directly in the app I received it rightaway.

[woven hemlock]

no worries, yeah normally it goes through right away, but for some reason heartopia's really sensitive about this kind of stuff. try waiting until it's processed and see if your friend receives the pass, if they still don't receive it after then, will need to open a ticket with the 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.

[azure brook]

this is so helpful thank you so much for answering my questions the instruction is very clear since I raised a ticket and I dont know where to find it. 🙂 godbless

[woven hemlock]

you could also have your friend try to relog their game (eg switching towns, or rebooting) to see if the mail is just delayed because of network issues. but the game's also just not optimized well, so it could be any reason why it's not showing up

hopefully your friend receives the pass soon

[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.

[past pine]

last fashion week i baught the whole thing and then my bf baught it as well so i could not use it. so staff told him that i could use the same ticket for this fashionweek. Now i try to redeem it but it would not let me it says use it during fashionwave can someone help me with this

[woven hemlock]

The current event is not a fashionwave, it’s a festival, they’re slightly different in terms of event size, it seems. It also means the voucher isn’t interchangeable. However, there will be more fashionwaves in the future, so it can be saved for those

Is it confirmed by support that next fashionwave isnt until next winter?

[foggy wraith]

the person who asked never get back to update so im not sure

[woven hemlock]

I feel like summer event might be a fashionwave too, since we know sand sculpting is in the game, which is why i’m asking haha

[foggy wraith]

well that was said by Shun haha so im not entirely sure

[floral plinth]

i was making the eggplant with meat sauce dish and now this keeps happening every time i make food after a while . worse part is yes it still takes the ingredients from my inventory :/

[woven hemlock]

Try reloading the game by switching towns, if that doesnt do anything, try 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

[floral plinth]

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.

[cloud snow]

Hello! ☺️

Has anyone experienced this? The image is suppose to be in puzzle pieces right (like the MLP one). Also, I couldn’t claim the rewards below, except for the first one when it came out. Am I missing something here? I’m just 2 weeks in ☺️ TIA.

[woven hemlock]

It’s a bug, likely because of the MLP banner having the same mechanic. Can try to click repairs on the start screen to see if it helps, but most likely need to report to customer service for them to fix 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]

Check the message I just sent haha

[arctic hull]

ok thanks

[final falcon]

what do i do when my daily requests dont reset?

[woven hemlock]

If you live in America (or you live in a country that also recently went through daylight savings), you need to add one hour to the normal expected time, server times did not adjust for daylight savings. (Eg daily reset is now at 7am EST instead of 6am for if you’re an American on 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.

[turbid turtle]

hi can you my account because may weekly selectio. did not change

[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.

[gilded bison]

Hiya! My game bugged last night and wouldn't let me interact while cooking and burnt two foods that had four and five star quality items ;-; What should I do?

[vivid cloak]

as said already in the other chat, maybe you just had bad luckor did you use the 1 time reset?

[vivid cloak]

is a pet in the way or something else? have you tried placing the oven somewhere else?

[gilded bison]

Nope I was alone in the kitchen
And as much as I pressed the button it wouldn't do anything but it did make sounds

Never had issues with cooking before btw

[vivid cloak]

Have you tried placing the oven somewhere else?

[gilded bison]

Yup and there was no problem

Only last night

[vivid cloak]

Asking third time now, have you tried placing since that happens the oven somewhere else? 😄as in try to place it somewhere else and try cooking again, if it still happens

[silver copper]

I put that jere because I've just arrived in the village, and this girl begin to said mean things, insulting me "b*tch" and if that chocked me, I don't forget that are children in this game and it's not fair if you don't do anything about this sort of players. I block her, I made a reporting in game but I don't know if you take this sort of players bad and punish them like some days that can't play or anything else.
It's a very cute game, and children playing so you must protect everybody most children.
Hoping I'll have an answer from you one day.

[stable granite]

my "small cinema screen" is invisible and i already tried relogging twice , changed worlds and tried in different build modes... it just doesn't show up

[bronze smelt]

Has it been reported about the cats glitching when they sit on top of your head. You can’t see them and usually they are floating in the air 20 feet or so away.

[fathom estuary]

Hello so my situation looks like that:
my boyfriend bought me Festival Pack and it came to my mailbox, i claimed but i didnt get it, it is still locked for me

[foggy wraith]

There’ll be a voucher in your backpack/warehouse. find it and click on it to activate~

[fathom estuary]

oh okay 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.

[grand plank]

hello may I ask, a friend of mine got muted for 10 years, what would be the possible reason?

[turbid burrow]

Hi! I am having a bad glitch (been going on for about 3 weeks now) Ever time I pull out my fishing pole I cannot move. Also when I freeze I try to reset my position and it makes it impossible to see or move. I am on pc playing through steam. I have a video also. Thanks!

[left sierra]

hello i have a question, i want to bind my account with google but it seems everytime i do it it dosent sink in, and guide or assitance?

[foggy wraith]

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

-# credits fallingwish

[foggy wraith]

Ask them to contact in game support

[ionic talon]

Open the App on PC > and the login screen doesn't open properly
anyone experience the same case

[strange torrent]

Hi all! Good news first: chat function (ENTER/Chat icon) has been fixed! Problem was (as reported) a plugged in game controller (pffft). So, yay that!
Next up, bad/weird news: I logged in using a friend/family account and started the game. I would expect to see/play with her toon. Nope. My character showed up! It seems that the character files are stored locally? (on each PC). That's just... not right :/

I'm a better builder so I wanted to build her new house on the island -since coop building is not featured (yet?). But we hit a wall now :/

[vivid cloak]

Have you tried doing right click on heartopia -> properties - > installed files -> verify integritiy of game files / or maybe reinstalling.. if nothing works and you are on computer id also suggest using taptap client for heartopia. runs a bit better there than on steam.

[vivid cloak]

is she playing on another server eventually? and no they shouldnt because you technically can reach your account from any device you play on as long as you use the same login and the same server

[velvet owl]

I have this error that keeps on popping out for me, i tried restarting my wifi & using my data but it still gives me the same issue again, i tried opening other games too to see if it’s my wifi problem but no, they all work completely fine except for here, can anyone please help me out with this problem i would really appreciate it

[vivid cloak]

Usually is the network access that is not granted

[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.

[somber dew]

can you purchase red gems for different servers (SEA and global under 1 account?) I cant purchase red gems for SEA and I can purchase at global

[ionic talon]

Wah thanks lot
I gonna try all of those

[craggy stream]

Need help with my 680 + 50 red diamonds i recharged it earlier but i didn’t received it, i tried logging on and off also reinstalling the game, and there’s nothing in the mail. I already issued a recharge issue ticket oh and i used Gcash as payment method

[woven wraith]

So I just unlocked the ordering box and I ordered a cabinet. But I don’t have the book to get stamps? Does that come after the first order or was I supposed to have it in my inventory now?

[vivid cloak]

Did you check if it was really billed? Steam or Paypal or whatever you play over?

[foggy wraith]

Ticket = stamp book
And its one time use

[craggy stream]

yes it’s been billed already deducted into my Gcash account

[woven wraith]

THANK YOU!!!

[somber dew]

it shows purchase sucessful but gems not interfaced, no deductions its just i cannot proceed with the purchase, even it says payment successful

[feral tinsel]

Hello just a question. I make purchases on this game through Apple Pay and recently I’ve just been getting alot of “ someone is trying to say forgot my password and log in” basically and I don’t play any other games on my phone but heartopia. Should I be worried? I’ve gotten 6 reset passwords in Chinese in the last week

PS. I’m not accusing the game for giving my data or something away but I’ve seen people have money taken back or not working in heartopia recently on Apple on Reddit. Sorry had my name on attachment;-; pls not email me spam

[craggy stream]

Also i play in my phone the payment went through but i didn’t received any red diamonds

[azure palm]

hi guys^ "i have in the game heartopia" welcome to heartopia group, here you can ask questions, share answers, and help others players, enjoy playing heartopia. thank you for me introducing?

[vivid cloak]

I am sorry I did not understand what you are trying to say? You want to advertise another server? Or trying to introduce yourself? Because that would be here #self-intro.. or is something wrong written...?!

[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.

[oak widget]

@white warren

[white warren]

Weird the message was not deleted

Thank u!

[oak widget]

Thank you thank you

[upper flare]

Hey, does anyone have a twilight sparkles event badge from the rainbow flower pack they can offer me?

[fossil nacelle]

why is it

[fossil nacelle]

i have updateed the lastest version on steam tho, and also tried in other platform like tap tap, but still like this

[thorn sinew]

Hello. How do I resolve this issue? I draw for MLP and got the hair. But it is not in my inventory.

[proper siren]

HELP! everytime i fish on the game , my character cant even move but only press f

[indigo sorrel]

I'm having the same problem. I also can't start up the game without it constantly crashing. Takes me about an hour to actually get the game to load up. Doesn't happen with any other game. Just this one. I have a hand built computer and I run lots of big games like Marvel Rivals and inzoi. What do I do? I've been asking for months for help and nothing has worked. I've reinstalled so many times, I've verified the files, and I've lowered my graphics settings. What the heck do I do????

[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.

[indigo sorrel]

What did I say that was wrong?

[velvet owl]

I tried to change the default app to Edge who can support heartopia’s needs but the same problem is still there, idk what to do

[vivid cloak]

In chrome is settings next to the url. Should be guides in internet. Im only on phone currently and not much time.

[velvet owl]

Ohh okay, thank you! I’ll try it in a bit and see how it goes

[vivid cloak]

Its in the mirror character change.

[hasty pier]

Holi, does anyone know how to contact Heartopia support? I bought some pink hearts and they don’t appear in my account 🥲🥲🥲

[foggy wraith]

Nothing~ meowbot is an hourly thing

[real nimbus]

As much as this is literally a cat quirk.. Please can an issue be raised that your cats don't get stuck under your feet when you're cooking? It drives me nuts. Infact can we have them not walking through walls and be able to shut the kitchen door so they can't get in while you're cooking?? Please, i'm begging lol

[vivid cloak]

I dont think they will read that here. Maybe issue it as a ticket to the customer support in the game.

[cloud nexus]

does anyone know how can i check my tickets after i create them? do i just follow the same steps?

[real nimbus]

Good point! I'll do that. I didn't realise when you chose cats and dogs with clingy characteristics that it would literally mean they won't leave you alone in game hahah

[vivid cloak]

hold it.. I just seen there is a suggestion topic for that already which one can like

#suggestion message

[vivid cloak]

if you scroll a tiny bit up i just forwarded a msg relating to 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.

[split basin]

is the quality supposed to be this blurry and messed up? or is this just me?

[woven hemlock]

Looks like all of your graphics rendering aren’t loading all the way (like the staircase too), which is common when the game has graphics lowered or it’s lagging i think. It should fix itself over time, but if it doesn’t, can try fiddling with the render setting to see if anything changes

[stoic parcel]

Hello, it has been two months since I have tried to rehome my cat. Around a full 60+ days of logging in and attempting to do so.

Countless tries with no results. I have a sluggish/antisocial personality cat. Even so, this seems to be like a actual bug.

I have so far tried many different techniques and attempts to fix this bug. Feeding cat at 60%, then petting, other kinds etc.

Nothing works. Many people have this issue. Is there someone that actually can fix this bug or will I forever have this cat I cant rehome?

[woven hemlock]

@indigo sorrel

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 / my chat function isn’t working !

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]

Sluggish/antisocial pets are notoriously really hard to take out (some of the worst traits to try and take out, due to their quirks), but it is possible, players in this server were able to get it to work according to what I read in #gameplay-help . It takes a bit of luck, because the chances of the cat refusing are much higher than other personalities due to the two traits together.
Btw, devs/staff don't look in this channel, so gotta 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.

[woven hemlock]

Re: crashing, the game isn’t optimized well, so if you have a hand-built computer, there may be things in the code that aren’t compatible with your build. Not sure why it crashes for about an hour, but if it’s a consistent thing, I’d suggest reaching out to official customer support instead, since this channel us for players to help players, staff members don’t look in here to help.

Some things to check for, based on what the community knows:

• make sure you have sufficient space on your cdrive, even if the game is not downloaded there, that’s where it passes information through. You need about twice as much memory/ram as is recommended by the game, so that may be causing the crashes
• try closing any app overlays (such as Discord) while playing to see if the game runs more smoothly
• check to see if your graphics card has an update

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 turning off the discord overlay and see if that helps?

[woven hemlock]

#1474630074291458168 try this forum

[fossil nacelle]

Still same, eventho im not opening dc, its still like that

Ive even uninstall my steam, created new acc, or even install with different storage, still the same

[woven hemlock]

First time i’ve seen this happen, I would check to make sure you’re purchasing from the official channels and not any mimics

[woven hemlock]

have you tried verifying the integrity of game files?

alternatively, if you have any firewalls/antivirus installed, you may need to let heartopia have access through them

[fossil nacelle]

Yea i did, verfying and turn off my antivirus but still the same

Idk if it maybe my pc or something, i tried it in my laptop or phone, fine tho

[woven hemlock]

if it works fine on your laptop/phone but not your pc, it’s mist likely a setting there that’s preventing it from completing the download yeah. file parsing failing usually means that it doesn’t have access to something — you could try running the game as administrator, i’ve seen that recommended a few times in these sorts of situations

[fossil nacelle]

Ive tried that too, but still 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]

May need to contact customer support to see if they can figure it out then

[fossil nacelle]

I did email them tho a couple weeks ago but still no answer

I havent receive any email from them

[woven hemlock]

try contacting them via their support center in the game instead of through email

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.

You’ll also want to check back on the ticket itself, there’s no email/notification when they reply

[feral tinsel]

Yup made sure isn’t not mimics, I just log on the app and pay that way. Like the heartopia store

[woven hemlock]

if you paid with gcash and it’s already processed from your account, you’ll need to contact heartopia 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.

[woven hemlock]

are they trying to log in to your email?

[woven hemlock]

you can purchase gems for different accounts, yes. (this is actually a common issue when paying over the website, since some people charge the gems to the wrong server even if they dont have an account there )

Help! I paid for a package/hearts/etc, but didn’t receive it in the game!

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 click 'repairs' on the start screen, and then 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

regardless, you’ll need to contact the heartopia support center for billing issues

[woven hemlock]

Glad the solution ended up being the controller! Thanks for updating us, I’ll edit my text for the controller issue to include enter/chat icon as well

[woven hemlock]

Not stored locally, but the game is really sensitive about log in information while being completely untransparent about which log in its using. When logging in to her account, completely log out of your account, it’s probably detecting your log in information — this includes the email/etc that you’re using to log in, if it’s asking you to log in via browser.

[woven hemlock]

Not sure if it will work for steam, but try this:

[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

[strange torrent]

ah, ok. This makes more sense tbh. I will try that and update, thank you!

[woven hemlock]

Can you have them check their in-game mailbox? Most likely there will be a mail regarding the mute. Most common reason is if they requested a refund for something and their red gem balance went into negatives

[woven hemlock]

Most likely been reported, but it doesn’t hurt to open a ticket with them to remind the staff it’s still happening. Pets are pretty buggy in general

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]

should be a visual glitch, 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.

[real nimbus]

Does anyone use ROG ALLY and know how to format the right joystick to move the screen around? When its set to controller mode it still shows as a mouse cursor and the same for custom mode only lets you set it as a mouse cursor

[woven hemlock]

Help! I need to contact customer support! (to give feedback about the game)

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]

There’s no way to get back the items if they’ve already been consumed unfortunately, is cooking still bugged for you, or it was only those two instances?

[woven hemlock]

The game isn’t controller supported (and is in fact very sensitive to them), so using any will cause bugs in the game, such as the character auto-walking, tools freezing the character, etc

[real nimbus]

I thought so, hopefully it will support in the future though! I just can't with the ally, it's so frustrating so I just stick to my phone for now x

[ionic talon]

Woahh
Lemme try
And thankss for the reply!!

[strange torrent]

UPDATE: i signed out from (my) Steam account and removed her stored profile. Re-entered username & password etc, still same behaviour (i.e. my character/world loads instead of hers)

[untold carbon]

The new cooking station is claimed in my inventory and on the new pass (popcorn thing) but it will not show up to craft for me. Is there anything I can do to fix this?

[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]

monkeymaniac231231 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.

[lament fable]

I was in the middle of a gacha pull and had spent 6 tickets and the game closed before I got to see what I got and when i reopened the game my tickets were gone and there was no new gacha item in my inventory or mailbox

[hybrid compass]

How do I contact customer support? I paid to gift a friend (my little sister) the supreme festival pack TWICE (thought maybe I didnt complete it right the first time) and both times she received an empty box, she did not receive the supreme festival ticket either time. But my money WAS taken both times.

[hearty pewter]

Theres a voucher at the bottom of her backpack or warehouse

Thats what needs to be redeemed

[hybrid compass]

Oh thank you, we found them!! I still would like to contact customer support for the second one it allowed me to send…

Since only one can be redeemed

[woven hemlock]

the second one can be saved for future festivals!

or she can gift it to someone else, if she has at least lv3 friendship with them

[woven hemlock]

if it was a duplicate item from the gacha banner, then it would automatically be converted to exchange tickets

[woven hemlock]

if you're trying to sign in through steam, i think other people also had trouble with switching accounts. you may need to sign out of steam completely in both the website and the app, if you have both on the device signed in

[woven hemlock]

check your backpack, mailbox, and warehouse for an unlearned recipe

[untold carbon]

Thank you! Will do!

[night isle]

Hi I need help

[pine steeple]

Why is it everytime I attempt to fish... My character won't move. None of the keys on the keyboard works and I have to quit the game.

[frank drum]

NEED HELP I CANT UPLOAD MY GUIDES... I dont used wrong words or something like that and i cant edit these books.. I dont want to sit again 3 hours on these books...

[night isle]

I can’t get in the game I play on stream

[opaque pasture]

Hello, I have a problem: when I place the new event screen, I can't see it except for two circles on the floor. I've reset my position, logged out and back in, but nothing works. Do you have any ideas?

[night isle]

It keeps timing out even though I have WiFi

[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]

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

[woven hemlock]

should be a visual bug. logging in/out doesn't actually fix bugs, because it puts you back in the same town with the same glitches if you don't wait long enough. can try to switch towns (teleport to a friend's town if any are online, or select a new town from the start screen, at the windmill icon), but i think this one needs to just be reported to customer service, since iirc those didn't work when other people came in to say it's invisible for them

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]

what sort of error are you getting

[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 / my enter/chat function isn’t working 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

[frank drum]

1 second got a screen

Btw im on mobile as lil informarion

[rugged barn]

idk why the game doesn't open i restart the game then steam then the pc i even uninstall and download it again still didn't open

[woven hemlock]

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

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

• Restarting your router
• Manually forgetting your WiFi and manually reconnecting to it
• Going on Airplane mode, waiting a few seconds, then turning it back off

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

• a different WiFi
• 5G, LTE
• Cellphone data / hotspot
• VPN (Proton VPN is used by a lot of players here)
• DNS (Warp 1.1.1.1 is recommended by one of the helpers here)
  once you get into the game, you can switch back to your normal internet connection

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

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

[strange torrent]

Wow, i would never think of that o.o
Possibly some cookies 'remember' my own account on the browser... Although i do not have the site open on any tab.

[woven hemlock]

the game isn't optimized well, so sometimes it has trouble detecting things (like the network) and sometimes it's overly sensitive (like when logging in)

[feral tinsel]

nope just my apple account

[woven hemlock]

hmmm i haven't heard of anyone else with the same issue, but payment errors is pretty common. i don't think the two are connected for now. make sure to have 2step verification on if there's any avail

[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.

[agile ridge]

Aren't we supposed to get points for penguins when other animals visit? I used to get 10 pts per visit but don't get them anymore? I've and enough Animals visit since the penguins left I should be level 5 by now

[jolly matrix]

i got stuck on this screen after “town announcement” pop up

i tried used the top right wrench but still stuck, then i re-install the game and STILL STUCK, last time i play the game is 12 hours ago and its fine.

help

[woven hemlock]

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

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

• Restarting your router
• Manually forgetting your WiFi and manually reconnecting to it
• Going on Airplane mode, waiting a few seconds, then turning it back off

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

• a different WiFi
• 5G, LTE
• Cellphone data / hotspot
• VPN (Proton VPN is used by a lot of players here)
• DNS (Warp 1.1.1.1 is recommended by one of the helpers here)
  once you get into the game, you can switch back to your normal internet connection

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

[golden oriole]

Anyone else getting stuck after using the fishingrod?

I tried to reset the position after, but I can't move and the camera is all zoomed out.

[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 / my enter/chat function isn’t working 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

[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.

[maiden stone]

Hello, my mother recently bought two 4.99 in game currency items though it never appeared on her account is there any dev to help me with this situation?

[hushed siren]

Hi, I bought the recepies from the new event (cinema) and I was going to cook one but they don't appear when I click in the oven to cook. Does anyone know what I should do?

[woven hemlock]

are you using the popcorn machine to cook? event recipes only appear on the event stoves

[woven hemlock]

devs don't look in here to resolve issues, please contact them through the in-game customer support center for billing issues
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.

some things to check if you want to try and trouble shoot on your own first:

• 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 click 'repairs' on the start screen, and then 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

regardless, you’ll need to contact the heartopia support center for billing issues

[hushed siren]

Oooo no I was not, OMG that was so obvious. Thanks so much

I was using the normal stove

In the normal stove none of the recepies appear even though I bought all

[ancient swift]

Hello! My account ID is qnq7jc2 I access Heartopia through Steam and with my Apple ID. I am able to log into the game via my iphone, however, after resetting my PC i am unable to log in at my PC. Please Help! Thank you much - Elven

[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]

(side note, the devs do not look in this channel to help players directly. if you're looking for official customer support, please use the support center in the game)

what sort of error do you get on pc?

[ancient swift]

thank you for your reply. No error, just after PC reset I cannot log in, it says im logged in but just goes right back to the log in screen with all the options on how to log in .. google/apple/steam/ ect I load through Steam - log in with Apple - will email them - thank you again so much!!

[sharp cedar]

Hello, I purchased the frost Bell telephone and it is not appearing in my inventory. Here’s a screenshot.

[cold crescent]

p sure it's cuz it's a hand held item

[sharp cedar]

Phew tysm.

[native bay]

I don't have permission to post a bug report but I wanted to at least report that since Saturday, So far all of my tools and handheld items are bugged when I'm on PC.

Watering can/planting - stuck on the max animation for watering/planting 9 plots (I can not do single watering or planting plots)
Insect Catcher Bubble Wand - jumping/falling (including the little jump from discovering something new) causes the animation for winding up a bigger bubble throw to start.
Fishing - same thing as bubble wand but its by the water, this ALSO got me stuck out at Old Sea, I could not move, I could not TP, I could not summon my vehicle, I could not even cast again, which wasted the rest of my perfume and my lure.

I havent tested the birdwatching or axe really but i dont think their as noticable as the other tools anyways

[woven hemlock]

try this:

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

[woven hemlock]

(btw, this channel is for players to help players - if you're trying to report bugs to the devs, please use the support center in the game)

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 / my enter/chat function isn’t working 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

[native bay]

gotchaa, unplugged my pc controller and its fixed. 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.

[thorn crystal]

Hiya I bought some of the heart diamonds and I haven’t gotten them

[woven hemlock]

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

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

• Restarting your router
• Manually forgetting your WiFi and manually reconnecting to it
• Going on Airplane mode, waiting a few seconds, then turning it back off

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

• a different WiFi
• 5G, LTE
• Cellphone data / hotspot
• VPN (Proton VPN is used by a lot of players here)
• DNS (Warp 1.1.1.1 is recommended by one of the helpers here)
  once you get into the game, you can switch back to your normal internet connection

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

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

[woven hemlock]

devs/staff don't look in this channel, so gotta contact them through the support center 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.

in the meantime, 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 click 'repairs' on the start screen, and then 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

regardless, you’ll need to contact the heartopia support center for billing issues

[brave nimbus]

Hello I am having problems with the bug event. Some times during a bug event it will put the "..." over my head and shortly after kick me from the event. I have had it happen to me 3 times now. I remembered to clip it this time and have a video of it happening. I have tried leaving the area and coming back, to just continuing catching but no matter what it will not let me rejoin even though my friends tell me that they are still in the event.

[deft oasis]

I still cant buy anything from the acorn store 🙁

[woven hemlock]

as a player, my guess is that the game lost connection with your network, even though the rest of the game is working fine. next time it happens, can you try reconnecting your network and see if it helps? this could be things like turning your wifi off and on from your device, switching network connections (eg WiFi --> LTE), etc

please send the video to the game's official support center though, to let them know that this is happening. the video will help them take it more seriously, and they may have more insight into why it is happening

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]

what sort of error do you get when you try to buy from the acorn store?

[deft oasis]

No error, it does nothing

I tried yesterday and today

[woven hemlock]

are you playing on steam, taptap, or mobile?

[topaz pendant]

hi so... got in maybe once but with super glitchy keys but my loading screen just stays stuck at 99%, i can hear my friend near me but it won't let me in, i was just on building then stepped away for a moment from my laptop i was playing on and went to my main pc to play after i came back and reloaded into my town. now i can't get in past 99 and when i do this happens, this video is from mobile tho it wont let me in mobile

[woven hemlock]

when you're at the start screen, try clicking 'repairs' and see if that helps

[tender violet]

Pretty specific question. I play on my computer and logged in the login steam but am not away from home and want to play on my phone. My account also isn't linked to anything it's only through steam. Is there anyway to set up an account and link it to my steam account through mobile?

[woven hemlock]

you'll need to link your steam game to a different socmed (facebook, google email, etc) in order to play on mobile

there's no way to merge two different accounts together, so will need to bind the account from the steam version first before logging in on mobile

[vagrant flame]

hello, my boyfriend gifted me a fashionwave acorn last event but it turned out to be a voucher since I already purchased that acorn on my own account. Recently, i thought i can use the voucher on the dreamlight event but i cant, can i refund my voucher instead or exhange it to this events gilded acorn?

[woven hemlock]

the current event is a festival, not a fashionwave - the previous voucher can be used next time a fashionwave event arrives. you'd have to contact customer support in terms of a refund, and there's no way to exchange it for the current pass because they're different types of events

[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 hull]

hello is this an ok place to ask some insight on a kitty issue?

im not sure if it counts as a bug or if i just need to change something

[modest tinsel]

Hi, so i bought the fashion wave pass for the current event and the amount got deducted from the apple pay but I didn't get the pack in game :/ I even contacted the customer support but till now nothing. Does it take this long to revert back? what do I do, i bought that pass on 23rd

[woven hemlock]

depends on the type of question, feel free to ask here, and if someone here knows, we'll answer, if we think it's more of a gameplay question, we'll redirect you to #gameplay-help to let them answer

[haughty fractal]

just got kicked out of a boat trip with my partners I waited 10min for because I played a clapping emote when the ship started sailing and the game 'exited event due to afk'.
is this a known bug people have already reported or.. idk what I can do besides be sad now. the description for this channel says theres an ingame feedback but I cant find that

[woven hemlock]

it takes 1-3 business days for customer support to respond to messages. they are based in china, so take timezones into account too when calculating business days

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, some things to check if you want to try and trouble shoot on your own first:

• 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 click 'repairs' on the start screen, and then 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

[woven hemlock]

it's a bug occasionally players will experience, the community hasn't noticed any specifc reasons for it. it could be the game losing connection with your network due to poor optimization, but that's only a guess

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.

[outer hull]

ok thank you.
:: when i adopted the cat she said some start by petting but feeding is important. so i fed the cat before petting them. 101/100 fullness but now it will not go down and i need to feed them to achieve the next part of the quest. i have restarted the game a few times but its been like 10 hours and the food level has not gone down

[cinder rock]

Idk if its just me, but my audio for heartopia keeps cutting in and out sometimes. I have a twitch stream in the background thats audio is perfectly fine, its just heartopia.

[woven hemlock]

cats lose hunger very slowly, especially compared to dogs. sometimes i wait 24 hours and it's only lost ~40% hunger. you can try feeding someone else's cat in your town to bypass the quest

[outer hull]

oh! thank you so much!! the dog gets hungry so fast i was afraid i broke it! thank you!

[woven hemlock]

the game is probably conflicting with the other music you have playing (from the stream), if you turn off the stream, does the heartopia music stabilize?

[woven hemlock]

haha yeah dogs lose hunger really fast and cats lose it really slowly. my dog gets hungry within an hour, and my cat can go days without being fed 😂 it's expected, since cats and dogs are naturally different

[cinder rock]

It was happening before I turned on the stream. I only tuned in to see if it was my audio or heartopia's

[twilit hatch]

anyone hv catching bug issue, I cant seem to be able to catch bug even when i restart my game

[cinder rock]

Its not just the music either, I mean all audio to heartopia stops for a split second to 2 seconds then comes back on

[woven hemlock]

heartopia isn't optimized well, so some things that work in other apps/games don't necessarily work in heartopia. there was a bug in a previous patch that caused the sound to go in and out after feeding animal troughs, not sure if you've noticed any patterns in your game. if you have a recording of it happening, can send it to the customer support 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.

[woven hemlock]

what sort of issue are you having?

[modest tinsel]

okay tysm

[twilit hatch]

I cant catch insect even when i change world and restart the game

[woven hemlock]

what happens when you try to catch a bug?

[twilit hatch]

it doesnt catch the insect it just when through

[woven hemlock]

is the bubble going straight through the bug, but it isn't being caught? if so, it sounds like you might be experiencing lag. are you getting high ping? you can see it in the bottom left corner of the game screen

[twilit hatch]

I cant be ping because I can do other activity just fine like chopping wood, mining and harvesting

Cooking and farming is ok too just catching insect seem to be hving issue

[woven hemlock]

are you having trouble when you do fishing or birdwatching?

[twilit hatch]

nope those are all ok

[woven hemlock]

would you be able to record it happening?

[twilit hatch]

sure idm

oh wait now i just realise why is the ping and stuff not appearing ?

[woven hemlock]

you might have turned it off in your settings

but hm yeah that's weird, it should be working fine. can you go to the start screen and click 'repairs' to see if that helps?

[fallen fox]

idk if this is a bug but i havent been able to play for weeks

[twilit hatch]

Yep that fix it thank you

[fallen fox]

I do anything and i become a paraplegic and can no longer walk, and I can drive or be driven, I can use other players movement by being dragged around but I can do anythiing, I cant walk, I cant fish, I cant do anything

[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 / my enter/chat function isn’t working 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

[fallen fox]

oh so literally unplug my xbox controller

[woven hemlock]

yes haha

[proud ingot]

chingou. has been warned

Reason: Posted an invite

[fallen fox]

okay questiiion 2, I keep getting stuck and crashng at ths screen

[proud ingot]

kipas_lipas has been warned

Reason: Posted an invite

[fallen fox]

its as soon as I open the game

[proud ingot]

__ailurophile_ has been warned

Reason: Posted an invite

[woven hemlock]

are you playing on pc?

[fallen fox]

yes

[woven hemlock]

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

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

[proud ingot]

juuiceee. has been warned

Reason: Posted an invite

[tender violet]

So why can't I bind it vice versa? I don't get why I can't make an account with my apple or gmail and link it with my steam account on mobile.

Sorry don't mean to be rude at all and really appreciate the help! Just curious

[woven hemlock]

no worries, didn't come off as rude

if you already made a heartopia account using your steam account, you can't re-bind it to a different account unless you delete the original one

if you haven't already made a heartopia account using your steam account, then you can absolutely create the mobile version first, and then log in on steam using the mobile log in, and link the steam account once you're logged in if you want it to be binded together. i don't think steam shows up as an option when logging in on mobile, though i could be wrong. i didn't see it as an option when i initially logged in

[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.

[ancient osprey]

hello!!! if i contact support is there any way to transfer data from server to server?
i accidentally started playing on global and now im too deep and spent too much money to just give up my account 🥀 but i do wish i could transfer it to na servers

[tender violet]

Yeah steam doesn't pop up on the app as an option so was wondering if there was an external way to link

[woven hemlock]

I think you can link it via taptap, the official pc launcher, but from mobile, no

[woven hemlock]

no way to transfer data unfortuantely

[clear herald]

I just need help in that

When I signed in island its like that

[woven hemlock]

bug with the island, try clicking ‘repairs’ on the start screen to see if that helps. one player said it worked if they went straight into build mode from the terminal instead of teleporting first and then going into build mode

[spiral bone]

is it js me who cant vote for the building challenge theme orrr...

[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.

[mint bane]

Idk if this is a technical one but I did purchase festival pack for the new event it took money out of my bank account but didn’t give me the pack. Proof of transactions plus proof that I don’t have it. Also it’s telling me to buy it again.

[sweet sluice]

Did you open it from your inventory??

[mint bane]

Yeah there was nothing there for it my friend was telling me that as well.

[hushed dagger]

How do i use it

Says please use during fashionwave can i not use it for this pass?

[oak widget]

I think it’s because it’s currently a festival wave, not a fashionwave. I could be wrong

[woven hemlock]

the current event is a festival, so you'll need to wait until the next fashionwave to use that voucher

[hushed dagger]

But someone said i could use it for the next season which would be this one right

[oak widget]

Next fashionwave season, I guess?

[hushed dagger]

So how many are there omg ok

[woven hemlock]

for billing issues, will need to contact their customer support!

in the meantime, some things to check if you want to try and trouble shoot on your own first:

• 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 click 'repairs' on the start screen, and then 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

[woven hemlock]

we don't have any information about that, will have to find out as they release events this year

[hushed dagger]

Ok rip

[polar cloud]

I got the recipe to build the film roll table but when I went to the crafting table it is not showing.

[woven hemlock]

you haven't unlocked the recipe yet (note how it still says locked' in the description), most likely your backpack was full and so it was sent to your mailbox instead

[torn forge]

Are they gonna extend the load? I can no longer place items and building materials 😭

[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]

you can send it as a suggestion 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.

[fathom reef]

I was in build mode and demolished my drive in movie sign from the dream lights movie event and now I can’t find it anywhere, am I being silly or does this need to be reported?

[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.

[kindred marsh]

have you fixed this? im having the same issue

[woven hemlock]

sometimes items fail to go into the inventory properly, if you have a previous copy of the build, you can try to re-place it down.

can check your backpack and warehouse, then mailbox

if it still doesnt show up, try 'repairs' from the start screen

[clear cipher]

all i did was delete the game and reinstall it and it fixed it.

[clear cipher]

buy the flowers from blanc. plant them. buy the recipes from massimo and cook them.

[clear cipher]

that is the issue. i had the same problem trying to make the strawberry drink cause my strawberries weren’t done yet. i bought the fertilizer that speeds up the crops, used it on a strawberry and i was able to make the strawberry drink after all.

[cursive valve]

the gravel floor texture looks strecthed on my pov, but the owner of the house pov looks fine

[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.

[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.

[vale bone]

Hi so I got on heartopia and proceeded to buy the Supreme festival pack only to find out that I had been gifted the Supreme pack I the mail. I want to gift the ticket to someone else but I cannot wrap the ticket even though it says "giftable" . Not only did I waste money but so did my friend as a result and the game made no effort to say "Hey are you sure? You already have a ticket!"

[vivid cloak]

You could eventually request, or your friend to refund the ticket. You can not gift it like that. The giftable means that they could buy it for 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.

[vale bone]

How might I request a refund??

[woven hemlock]

If you are level 3 friendship with someone, you might be able to put it in an empty gift box and use the 2-person interaction to gift it to the other person

The reason you can get duplicates is because you can save them for future festivals, so they arent wasted even if you have multiple of them

[vivid cloak]

Oh, thats actually good to know. Thanks 👍

[civic ivy]

hi admin, do u have the chart for every points to get hobby level?
like level 1-2 is 100 etc?

[woven hemlock]

#gameplay-help might have a list. the people who frequent either of these channels are players like yourself, by the way, not admin

[clear vault]

My bf bought me pass in game but I haven't received it in my mail it's been 10-15 minutes

[clear vault]

You need to buy gift wrap

[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.

[deft oasis]

Im playing on Steam

[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.

[amber trail]

Is there something wrong with the game? i cant seem to press enter to chat

[digital marlin]

hii, does anyone knows why is my heartopia blank screen on pc when starting?

[solar cairn]

Does anyone have this problem where u can't tap anything on your screen while playing on mobile?

[proud ingot]

nickstar2000 has been warned

Reason: Posted an invite

[arctic hare]

I had deleted this game a few days ago. Today when I downloaded it and logged into my account, I saw that my ID is the same and the character is also the same, only the D.G level and house wager, everything has restarted. Please fix it.

Now this show is happening

[hearty pewter]

Just looking at the two pictures, your user ID is not the same.

Top one is "vqcdjv6" and your new one is "3vwcnep"

You're definitely using a different server or binded account.

What server was your original on?

[foggy garnet]

everytime i go to use tools it doesnt allow me to move and the button is "stuck" down, im on pc

[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.

[arctic hare]

Sir, thank you, I understood my mistake and it got corrected.

[hearty pewter]

No problem! I didnt see you post that you got your right account back in gen chat

[arctic hare]

Okay sir

[hearty pewter]

@foggy garnet

Try this post

[hearty pewter]

Please dont call me sir lol. We're all players here!

[runic crater]

How do I report bugs or like mistakes

[hearty pewter]

Where to contact support center

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

Main login:
Settings, support center, headphones

[arctic hare]

Then you are my big brother

[runic crater]

Thanks not-sir

[hearty pewter]

However, we might have an answer depending on what issue you have

[runic crater]

It’s just this, it’s mildly bothering me😭