technical-help

[hearty pewter]

Yeah, that one ive seen before but idr what was said to fix it.

[runic crater]

Is there a fix even? It seems like they were just too lazy or didn’t notice when they copy pasted the bottom part

[hearty pewter]

Maybe, I would have to deep-dive the server and see what came from it. I think it was a rendering issue

[uncut bramble]

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[naive cedar]

Me is same . Have to restart the app 😭

Notif of friends liking my home also not showing in log, only pop up, but i dont even get the pop up when doing solo build.

So.. 🫤

[vestal cradle]

How do I link my already-made steam account, to the mobile iPhone app one? When I tried using same email steam uses, it just made a new char. Then when I tried to bind it to steam, it said it was already bound so not sure how else I would connect my steam game to my phone.

[humble axle]

I ordered hearts this morning and got "error - please contact customer service" #technical-help

[magic anchor]

ordered 2 packs one for myself and one for my friend was charged for 3... money is gone from my account and neither of us have the packs

[uncut bramble]

Baboo! We kindly ask you once again to adhere to our ⁠https://discord.com/channels/1128257488375005215/1405490387250053282 .
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[tall pulsar]

Is this a known bug or do the devs hate me 🙃

[magic anchor]

Is there an actual custome service contact??

[fringe yacht]

hello! i made a these purchases and i didn’t get anything in my game i have the GAMG pass but it charged me for double and when i purchased the 10.99 pack it is still processing but i didnt get anything and when i contacted apple im now negative 1k gems from a previous purchase and now im banned from talking for 10 years. is there anything i can do

[fringe yacht]

i’m not sure i’m going through the same thing tho with not getting what you purchased and then apple refunded another purchase so now im negative gems idk what to do

[magic anchor]

I made it through the site I play on PC through taptap

[fringe yacht]

ooo i see! i made mine from apple

[tall pulsar]

You are going to have to reach out in game, you should have contacted them when you noticed the charge it is a known issue

[fringe yacht]

reach out in game?

[magic anchor]

I havent asked for refund I just want it fixed.. How do we contact them 50 different things pop up when you try looking up how to contact

[magic anchor]

How do we contact them? There is nothing on the login screen

[north bough]

My PC is crashing whenever I try to open Heartopia. My pc and drivers are up to date. It just started today. Anyone have any recommendations?

[magic anchor]

Thank you i so missed that

Its so faint i can barley see it 😂

[oak widget]

;0; that’s iPhone for ya lol

[foggy wraith]

make sure you learn the recipes in your backpack/warehouse/mail and cook them on the correct stove aka the event popcorn cart

[magic anchor]

I found it thank you Its just really light and coulnt see it

[tall pulsar]

They were in my mailbox the whole time I was so confused running around, logging in and out ,🙃

[foggy wraith]

it happens

[uncut bramble]

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[hexed lintel]

i’m not sure where to report this but it’s saying that i have -180 pink hearts. i haven’t bought pink hearts in over a month, those charges went through, and i haven’t refunded anything so i don’t know what’s going on

[civic hemlock]

Since maybe like 5 days ago, have been experiencing terrible lag, can't move or chat, freezing, etc. I tried reinstalling, no help. This seems to be a Heartopia problem, anyone else experiencing?

[kind night]

Thought I would repost this: 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

[uncut bramble]

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[vague sparrow]

is the resonence bugged atm? i've been around 3 towns to everyone and i can't get 1 of the elements.

[crude rain]

Excuse me…I’ve been trying to purchased an event for a friend but it keep saying the order is error…I have enough money in my account so why?

[gentle forum]

??

[uncut bramble]

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[opaque blaze]

Internet is fine though....

[faint vault]

Oh no! have you tried restarting router just to be sure? I know it's something Fallingwish always suggests

[opaque blaze]

Internet works fine though for everything else. Should I still restart router?

[faint vault]

I'd suggest it, just to be sure. Many of the people that have asked about it here had their internet working fine but restarting router and/or changing networks seems to fix it

[opaque blaze]

Okay!

[faint vault]

did it get working for you?

[opaque blaze]

Ah no I didn't yet . It's dinner time so maybe later

[faint vault]

Enjoy dinner!

[woven hemlock]

Not many players are doing the resonance anymore – as far as I understand you need to interact with the tree before you can get your own elements so if you’re going around to interact with random players, most likely, they haven’t done the tree yet that day

The good thing is that you don’t need to do all six elements every single day. If I remember right, the tree only gives you credit for five of them each day

[vague sparrow]

i did tree myself, and i had a friend go to the tree aswell and they didn't get the element i needed either. and i went around to loads of friends (that i know still do it) and they didn't get that one element either. tried swapping towns to where other friends are and same for them too

[weary wyvern]

Hi I want to purchase some jewels for the my little pony event but I have an error code now and have already contacted support in game but I also know that 48 hours is the rough amount of time to hear back but I know we have less than that for this event...if anyone here on support and assist me with my issue faster it would be greatly appreciated.🙏

[faint vault]

We only got 5 gems a day regardless of elements, the elements helped with the points to get the reward boxes

[uncut bramble]

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[dim jewel]

Does anyone else on pc experience glitch when fishing and catching insects??

[normal sable]

It will not let me untrack this guy, I've tried at least 10 times. I tracked him as a guide to help me get to the cinema down there but now I seem to be permanently stuck with him, help lmao.

[faint vault]

so when you click on him and press "stop tracking" it won't do it?

[hearty pewter]

You'll have to switch towns

[hearty pewter]

I had this happen with Naniwa during the last event

[faint vault]

Huh, first time seeing this one. I track all the time and never seen it bug out. Noted

[hearty pewter]

Its very rare to happen, but switching towns gets it. If it doesnt then, return to login, close the game, and relaunch

[faint vault]

The usual routine lol. This should be a staple now when people are having problems. Like when you call you ISP "did you restart?"...did you switch towns, restart?

[hearty pewter]

Literally the fix to 90% of issues we all have is the 'did you try turning it off and on again?' routine lmao

[uncut bramble]

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[hardy wedge]

how would one report a bug

[opaque tree]

can someone please explain to me after u order ur first item at the ordering machine and it arrives, ive heard people talk about bonus items that arive same day? could someone elaborate so i dont miss out

[hardy wedge]

you wont miss out, the items stay in the ordering machine until you start a new order!!

theres like 6 items random items that you can buy, they will show up with the item you chose!!

I chose a clothing item and got some random clothes! I think if you choose furniture it's random furniture along with the item you chose!

[opaque tree]

anyone know if you can actually display items in this?

[vivid cloak]

I think Ive seen it so , yes

[lofty yew]

@twin yacht will you ever allow us to switch servers or cross-server play?

im a bit bummed that the default server for americans isn't global

[vivid cloak]

because global is europe, we need to play somewhere too

[uncut bramble]

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[full mica]

I dont have a stamp book cam anyone helpn

[faint vault]

Did you already order twice before? If so, the first two tickets were rewards. You don't get it back after an order completes. Now you just have to get lucky for a new ticket to be rewarded from the gacha eggs you get from resident requests

[lofty yew]

but i wanna play with you guys

[vivid cloak]

Making a new character is no option?

[lofty yew]

I already spent irl money...

[uncut bramble]

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[timid mist]

Anyone know why I can't play with the same account on my phone? Originally set up through steam on my pc, linked my fb on my computer, although it doesn't tell me its been bound, and wont let me bound an email, but no matter what I do on my phone, it keeps making a new account?

[misty kite]

Anyone know how to do the Feed Stella her favorite food?

@spring plinth

[spring plinth]

Thank you :)

[lilac whale]

Anyone know how to fix the issue where your pets get stuck in the floor and u can’t see them. Happens way to often

[median vector]

how do i submit a ticket? i got something from one of the gatcha things but now i cant find it where its supposed to be

[uncut bramble]

Baboo! We kindly ask you once again to adhere to our ⁠https://discord.com/channels/1128257488375005215/1405490387250053282 .
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[quiet tiger]

My Steam games including Heartopia have been super laggy for a few days. Anyone know what's going on?

[quiet tiger]

My pets love getting stuck in my stairs lol

[lilac whale]

Is there anyway to fix it?

[quiet tiger]

Not that I know of except logging out and back in.

[faint vault]

Going in and out of solo build mode might be quicker

[trim dawn]

Just got a festival voucher from a friend. I don't know how to use it. Does anybody know??

[faint vault]

you don't see the voucher in your inventory? it should be at the bottom and when you click on it, it should have a "use" button

[trim dawn]

Oh, I'll try that tysm ^^

[loud lava]

I purchased a puzzle from Ka Ching but it’s not showing up n my backpack, have already tried starting the game. Have I been scammed?

[delicate shadow]

did you checked your mail/storage?

[loud lava]

Found it, thanks!

[hexed lintel]

i sen this message earlier but no one responded so i’m sending it again

i’m not sure where to report this but it’s saying that i have -180 pink hearts. i haven’t bought pink hearts in over a month, those charges went through, and i haven’t refunded anything so i don’t know what’s going on

[delicate shadow]

please refer it to support in game

[uncut bramble]

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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.

[unborn kettle]

My cat frequently becomes a non-entity that I can't interact with at all. I don't know how to explain to Joan that I can't do my daily because the cat she sold me is a beast that flies and travels through both walls and furniture. The only fix I've found is to log out for several minutes or try to join a new town.
Also, I'm really tired of opening my outfit storage half the time I'm trying to rotate my camera, is there a way to disable that completely?

[novel vale]

Hi! So I realized now that I dont have my green stamp thing (the one you get after level 35) and I cant order anything from the machine. I had two of the stamp things and now I have 0. Is it a glitch or am I the only one? I tried restarting etc but didnt work

[woven hemlock]

the game only gives you two tickets for free to start with, one to introduce the order machine, and a second as a reward for finishing the order machine quest. the tickets aren't reusable, they're consumed when you finish placing the order, so if you already placed two orders, then you already used up the free tickets

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

[woven hemlock]

For the pet question:

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

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

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

For the dress up question, it’s popping up because the shortcut to open it is to long press on the character. When you rotate the camera, make sure to click off the character while rotating, and that should prevent the dressup page from appearing

[sour lake]

Hello I purchased hearts but did. Not Receive them. Is there Support Channel or can someone help me

[woven hemlock]

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 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:

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.

[fringe yacht]

i created a ticket around 8am and it’s almost 6pm and i haven’t heard notning back. how long do they usually take to respond to a ticket within the game app?

[uncut bramble]

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[woven hemlock]

1-3 business days, keeping in mind timezones since the game studio is located in china

[dreamy fossil]

I placed the design canvas but it didn't appear.

Now the game says I already have one placed and I can't place another. I restarted the game and removed my house but it's still missing.

[lucid nest]

Is anyone else's cat Missing? I have 3 cats and 2 dogs and my second cat I got has disappeared. when tracking it shows up 130m away, when you try to move closer it disappears and shows up in a different location/direction away from you but always 130m away. hasnt been at my house in over a week

[rocky juniper]

Hi! I have brought a stove from Massimo, I cannot find it in my backback, my warehouse, or my mail box. Any ideas? 😿 I defo brought it because it says sold out now!

[distant finch]

is there a way to move your house in blueprint without importing it? i made a blueprint while i only had 3x3 plots and i wanna move it to the back but im missing a lot of craftable furnitures

[distant finch]

it should show as a recipe and you need to learn n craft it

[willow gust]

hello! ive bought all the new festival recipes a few days ago and they were sent to my mailbox because my backpack was full. i got all of them except for the tea one, which i also purchased. i claimed all my mail so it appears as claimed but the recipe is nowhere to be found, i've opened a support ticket in game but haven't gotten a reply. is there anything i can do?

[rocky juniper]

Oh my god. Legend, thank you!

[midnight linden]

Hi, I’m having a bug with the game. When I open it, it loads normally, but when I press “Start,” it gets stuck on “Matching Town” and doesn’t progress. This has been happening for about 2 days.
Sometimes it lets me enter a game, but when I try to finish (press “Complete”), it goes back to “Matching Town” again and gets stuck the same way.

Please help me fix this issue. Thank you.

[distant finch]

did you happen to learn the recipe after buying? tapping the pop out "learn" after purchase?

[willow gust]

i'm not sure because i bought them all together :') so maybe i learned the other ones and not the tea one

[distant finch]

oh so you dont see it in the current food that you can make? :'0 try using the search icon in your inventory with the keyword recipe or tea... may just been lost in there. if not, wait for your ticket to get a response or restart game :'D

[faint vault]

have you checked your warehouse to see if the recipe slipped in there?

[willow gust]

omg legends!!!!! it was in my warehouse, i found it by searching tea, thank you so much both of you!

[uncut bramble]

Baboo! We kindly ask you once again to adhere to our ⁠https://discord.com/channels/1128257488375005215/1405490387250053282 .
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[serene fable]

Hi I’m having problem with my drawing board when I’m starting to paint sometimes everything would stop working the brush, eraser, or the bucket. I tried removing and placing the drawing board down then the same problem happens again, I tried leaving the game and logging in again sometimes it works for a bit but the same problem would happen again 😭😭😭

[low geyser]

i use a wacom tablet one for drawing, but for some reason i cant use it for heartopia. the pen doesnt register as clicks even though it works for all other apps. has anyone else had this problem or know if i can fix it?

[olive niche]

How many color balloons does this girl have

[cobalt anchor]

I dont believe the game has very great support for outside control methods besides keyboard/movile, people who play on controller have issues/bugs as well… personally i think the keyboard support isnt that good either since the game was originally mobile only iirc in china

[surreal adder]

Looks like my Razer tartarus pro is causing the auto run problem, how can i fix that? I want to use it to plat the game.

[cobalt anchor]

Im pretty sure its the rainbow colors + pink, black, white, but im not 100% sure. If anyone else knows please comment too :v

[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]

do you have a controller plugged in? when things suddenly stop responding/working, a lot of time it is due to a controller interfering with the connection. (the game is not controller-supported, and so is overly-sensitive to them)

leaving this here in case it helps you:

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

[woven hemlock]

the game is not controller-supported, so any devices that are detected by the game as such can cause bugs/characters auto-running/etc. if it's a keyboard, you can try the keyboard steps below and see if they help

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

[woven hemlock]

unfortunately like mossy said, the game is not controller-supported, so using the wacom tablet to draw will cause bugs, such as the pen not being registered

[woven hemlock]

a lot #gameplay-help or #1435807505304518686 might have a full list somewhere

[uncut bramble]

Baboo! We kindly ask you once again to adhere to our ⁠https://discord.com/channels/1128257488375005215/1405490387250053282 .
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[oblique fiber]

@stuck totem sorry for the ping but u can give them up ! board them at ms joans and bam ! ur free from annoying pets that dont even work properly :) unfortunately you have to pay 20k in gold each time (scammy and scummy asl) to do so , but very much worth it.

[uncut bramble]

Baboo! We kindly ask you once again to adhere to our ⁠https://discord.com/channels/1128257488375005215/1405490387250053282 .
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[quartz ravine]

Hi im not sure what snow pass this is talking about could you help me?

[potent edge]

Is there a way for the upgrade vouchers to match the current pack? I accidentally bought one during the fashionwave when I didn’t need it. I thought I could save it for this pack but it says “use during the Fashionwave” 🫠

[foggy wraith]

Gilded Acorn Pass -> This is solely for Fashionwave events use only, so you can only use this pass during the next fashionwave which none of us here would know when is it coming~

Festival Pack Pass -> This is solely for Festival events use only, so if you have extra pass (be it gifted by someone or bought extra), you can only use it during the next festival event which none of us her would know when is the next one too~

u can send in #suggestion or contact in game support to suggest them to consider changing it to changable

[foggy wraith]

u probably have those free exhibition tickets thats boutta expire

[drowsy solar]

Is Heartopia going to released on Mac soon? I saw that it was on release day and then promptly removed

[quartz ravine]

??? How do I even use it?? I cant even click the snow thing anymore

[wet adder]

The mail is referring to this exhibition passes

[woven hemlock]

Would need to contact support about that, we don’t have any information about a mac release

[uncut bramble]

Baboo! We kindly ask you once again to adhere to our ⁠https://discord.com/channels/1128257488375005215/1405490387250053282 .
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[analog grail]

I have 3 cats, only 1 will leave with me but it’s the only cat I want to keep. How do I board the other 2 if they won’t leave my house???

[austere flower]

i think i sold my order ticket, how do I obtain a new one? i can't order anything now

[woven hemlock]

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

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

[austere flower]

oh okay, so after the two orders, i will get a new one thru gatcha

got it!! i thought i lost it or sold it thank you!!!

[woven hemlock]

Make sure your friendship is high enough and that your cat caring is high enough to unlock the feature. After that, it’s only a matter of luck, especially if you have a combination of traits that makes it harder to take out.

Some players said they fed/played/washed their cats to maximum, and then spammed the go out button continuously until it accepted or got irritated, but that isn’t guaranteed to work for all cats

Maybe try leveling up the cat’s friendship more so that it has a good relationship with you, it may help with the chances of accepting the go out offer

#gameplay-help might have more recommendations

[analog grail]

Tysm

[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.

[shut reef]

um I'm only missing shiny spike and I can't claim it but I can claim the others?? im kinda freaking out ToT

[woven hemlock]

can you check your backpack? this usually happens if the backpack is full, so there's no space for the game to deposite the badge after acceptance, so it just doesn't let you accept it

[shut reef]

OH THANK U OMG I WAS LOSING MY MIND

[woven hemlock]

if you send some things to the warehouse, that should fix it

yaa of course

[shut reef]

uh am I losing my mind again where did my rainbow flower apple jack go it shows I already finished the set 🥹

[woven hemlock]

do you have it displayed at your house? the game has trouble detecting badges that aren't in the backpack or warehouse

[shut reef]

nope but I had my friend give me an extra so I guess it's fine?

[tepid forge]

I cannot emter town since yesterday help, I already reinstall the app twice and clean up. Still cannot enter town in any server

I am using Iphone 15

[slate lantern]

are u willing to try some network troubleshoot?
did u try:

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

[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.

[tepid forge]

Thank you!! Works with the wifi reset 😊🙌

[main widget]

Hey I was just muted for 10 years for requesting a refund. So I’ve spent quite a bit in the short 3 weeks I’ve played this game and had a detailed account and screen recordings of how much I spent on this game as I record all the gacha pulls and purchases for my TikTok, when I was going through my bank statements yesterday I noticed 9 extra 10.99 charges I 1000% did not make and I went back and watched my screen recordings to cross verify. Also I went to my purchase points and tallied it up, had I made those 9 purchases I would’ve been closer to the profile decoration and dance prize where as I was closer to the dress prize in real time which confirmed to me that I had definitely not bought those extra 9 gem packs. I’ve been double sometimes triple charged on my gem pack purchases. After requesting a refund for those additional charges I received a refund for 5 out of 9 of those extra purchases, and received a message about something along the lines of suspended perks also I went to my purchase points and those have been reduced and my gems have been driven into the deep negatives, I would have to spend $70 to just get my texting and post card “privileges” back. This whole experience has left a bitter taste in my mouth, I spent waaayyy too much on this game in 3 weeks only to be overcharged and then muted for requesting a refund on purchases I did not make. I was definitely going to spend another $150 minimum more on completing my tree house set let alone all the other future purchases I would make but being punished for requesting a refund on being overcharged has left me deeply disappointed and unmotivated.
I would really appreciate assistance with this as the customer support bot in game hasn’t been of much help, I would hate to have to leave this game over this.

[graceful marsh]

-# The game is 3 months old, yet getting muted for 10 years is a good achievement

[slate lantern]

just a question is this through apple?

[silver aspen]

I don’t know why I’m muted and now cannot talk. All I was trying to spell and say was something about bumblebees and no cursing was involved and now it says I’m muted for yrs in the game can someone help me

[slate lantern]

usually this happen cause ur diamond in negative

like did u request a refund?

[silver aspen]

It says I have 0 not negative 💀 I went a read what someone said above and if it’s true it’s bc I requested a refund then that’s stupid. I would like help with that bc if they’re going to do that then that changes the game for me 😐 and I LOVE THIS GAME I’ve put too much work into it

[proud ingot]

ma_ki09 has been warned

Reason: Posted an invite

[silver aspen]

Is there a way to fix that !? Bc not being able to talk in game is very inconvenient and dumb and FOR YEARS wth 🤦‍♀️

[silver aspen]

Mine was with apple

[slate lantern]

i mean if u didnt rquest a refund and u didnt do anything that violates the rule better report it on cs with why ur muted since they are more connected to the company itself

u can do it in game
settings > account management > support center > headphone icon

[slate lantern]

ohhh

[silver aspen]

I just refund like literally yesterday and they got back to me not that long ago and said it was refunded. And it was for one pack that got bought and I didn’t wanna buy it and I explained it so like is there a way to fix that honestly. I am definitely not wanting to be muted for 6+ Yrs

[slate lantern]

ohh so u did refund yaa so even rightful refund gets ur game muted

only way to fix this is top up

or make a new acc and start over

[silver aspen]

What’s that mean ?

[main widget]

Yes it is

[slate lantern]

ohhh got it

[slate lantern]

like buy soemthing again using ur real money

[silver aspen]

Brother what do you’re telling me it wants me to buy something again to get out of the negative just to be unmuted!?

[main widget]

But i made a lot of purchases over the last 3 weeks and noticed the overcharges yesterday. When I tallied all the purchases with the purchase points they did not add up which was a double confirmation that I was overcharged.

[slate lantern]

yep sadly that how they made it work with gacha/online games

[silver aspen]

I’ve literally put too much into the game 😭

[slate lantern]

yaa i saw someone had this issue too through apple which is why i was curious if its same way, thanks for telling

[main widget]

Had I made those additional 9 10.99 gem packs it would’ve put me 1100 away from the dance & profile decoration purchase points prize but I was closer to the dress prize on the ladder.

[slate lantern]

but yeah its sucks to have overcharged

that huge money

[main widget]

I just went down that rabbit hole and found out that making purchases for this game on steam or from their website is the way to go

[uncut bramble]

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

[silver aspen]

Damn I might just crash out

[main widget]

I’m embarrassed over how much I’ve spent in the short 3 weeks I’ve been on this game lol

[slate lantern]

yepp those doesnt have the overcharging happens

ah my bad

i meany to reply to highpie huhu

[main widget]

And in app purchases on cutesy things on a game is my vice. And this game had me haha

[silver aspen]

Well I’ve bought a decent amount in a span of a week or two but that’s when I had extra money too lmfao so yk but bro seriously wth 😭

[slate lantern]

that understandablee huhu

[main widget]

And now I’m being forced to pay up to restore my texting privileges lol

[slate lantern]

i mean how many negatives do u have?

[slate lantern]

oh no there more i think u cant plant too

[silver aspen]

I have a nice house I built that took me 9 almost 10 hrs ! I have a skating rink I built that took me an hour or so too! I have a bunch of nice stuff like cmon man

[slate lantern]

i forgot what are the limited u can do

[main widget]

I don’t want to spend $60 on something I should’ve never been charged for. This whole situation left a pretty bitter taste lol

[main widget]

I had just started working on my treehouse, had everything but the water, wishing well, kitchen and bed. And then this happened

[silver aspen]

Yep I’m being so for realllll when I says this has been all I’ve been playing for the past few months ever since it came out so I quite literally have so much into it. I mean I’m a high fishing lvl as well like cmon this isn’t fair !

[silver aspen]

I only refunded one so it’s for however many that pack gave me and was for. It was the 19.99 pack so it’s 1,300 something

[slate lantern]

so that means ur negative diamond is 2K+?? oh noo that a lot

[silver aspen]

Hold up lemme show you

[main widget]

Also i noticed another thing, although i was refunded for 5 $10.99 gem packs which was 680 heart diamonds +50 gift, 5 of those packs would’ve added up to 3400 gems. But I’m at -3640, which means they added the 50 gift diamond in there too even though the gift diamond do not count towards purchase points.
Which means I would have to buy 6 10.99 gem packs to restore my text privileges over 5 10.99 refunds. And I wasn’t even fully refunded for all the overcharges haha

[silver aspen]

They probably did the same for mine and added the extra gems too that’s why it’s close to 1,400

[main widget]

Also i forgot to mention i had a 60 gem balance before my gems got negative

[main widget]

Possibly..
this all just feels icky, I spent waaaayyy too much to have to be dealing with this haha

[silver aspen]

No fr my friend would probably say I spent too much 😭😀💀

But like it was for myself bc I don’t do much for myself but this is crazy like what and WHY is the ban for that long like it’d make more sense if it was bc you kept tryna type cuss words but like for refunding !!!?

[slate lantern]

yeah cause they dont support refund at all even if u ask the cs they just gonna say u cant refund

[silver aspen]

What’s the point of having us use real money if we can’t even refund bc if we do then they pull that bs like they did nothing wrong it was us !?

[slate lantern]

real like i feel bad for yall who didnt use the diamond just want a refund or just wanna put it on a diff server

[hasty pier]

I bought diamonds and they don’t appear in my account, I try to contact the game support but they only answered once, I want to use it before the my little pony event ends 😭😭😭

[silver aspen]

I was even going to see if I could maybe do more for pinkie pies stuff before it leaves bc she has 4 items left but no, NO THANK YOU

[main widget]

No seriously I don’t mind spending money on games at all but not like this, nobody likes losing money over stuff they never received nor made purchases for.

[silver aspen]

And to act like it’s OUR fault seriously !?

[main widget]

I hope the devs help us with this issue, because I would hate to leave this game over this. I’m not too deep in, and I’d rather walk away now than deal with these sorta issues with purchase in the future. Being charged double or triple times is just too much, the rigged gacha system made it hard enough but the overcharging and muting situation is something else.

[lunar nexus]

how do i fix this? i cant see my small cinema screen lol

[silver aspen]

No fr they better do something about this bc if you’re gonna mute someone that long for REFUNDING why don’t you actually do that for ppl doing awful stuff in the game or like trying to cuss and be rude and whatever else yk like what it’s just crazy to me

[woven hemlock]

visual bug, you can try switching towns to see if it reappears, but may need to just send a ticket to the support center so they know to fix 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.

[lunar nexus]

tried switching towns already, and restarted the game. still the same. i'll just sent a ticket regarding this. thank you!

[hearty pewter]

Did you try 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.

[karmic kraken]

Once I have demolished all of my house I cannot get it back? Like the original structure I picked initially?

[proud ingot]

mikuu39155 has been warned

Reason: Posted an invite

[woven hemlock]

If you have unlocked the blueprint feature, you can save your current build as a blueprint to use later. Some houses have a pre-set version that you can place down in build mode, but not all. I don't think the pre-set versions from the beginning of the game are part of those pre-sets, but #gameplay-help would know more accurately. If you already took down the original house, no way to revert back unless you haven't exited out of build mode yet (there's an undo button)

[proud ingot]

ikasam_xix 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.

[amber trail]

Pleaseeeeee fix this game..... My car move on it's own, i can't press enter to chat. pleaseeeeeeeeeeeeee

[wanton valve]

why is it that i'm showing my art but my friend only sees a blank canvas?

[hearty pewter]

Probably a setting you have. One sec

[woven hemlock]

(by the way, the devs/staff dont' look in this server for bug reports, so would need to report them to 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

[twilit oasis]

Hello, I purchased pink diamonds on March 23, 2026, but although the payment was completed, the diamonds were not credited to my account.
I have already submitted a support ticket.
User ID: hr02g5e
Could you please check and assist? Thank you.

[wanton valve]

oh, i see. thanks a lot!!

[woven hemlock]

the people in this channel are players like you~ devs and staff do not look here to personally oversee bug reports, the channel is for the community to help each other troubleshoot issues before it's taken to the staff. if you've already sent in a ticket using the support center, make sure to check back on the ticket itself by accessing the support center again, as the game does not email or otherwise notify you when you receive a response back

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

regardless of the above, the official staff will be the only ones who can help with billing issues

to check back on your ticket:

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.

[twilit oasis]

I’m new to the game. When I clicked repair and then reload, the issue was resolved as you mentioned and the pink diamonds were delivered to my account. However, the events where we could use pink diamonds have already ended. When will new events be available where we can use these diamonds or buy discounted tickets with them?

[woven hemlock]

Glad to hear repairing the game works

there are frequent gacha banners and events, it depends on whether they are to your style. The next collab banner will be available starting from march 28th in the server you play on, so it isn’t very far off, and there will be other banners running at the same time

[mortal ermine]

Anyone else having freezing screens when playing on mobile?

[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]

When does your game freeze? Is it only your character, or the entire screen?

[mortal ermine]

The entire screen will freeze for like 3-5s and sometimes you will need to force close to restart the client but it still happens.

Its usually when I am fishing or cooking

[woven hemlock]

Try clicking ‘repairs’ from the start screen to see if that helps

Another thing that might help is rebooting your device to clear away trashed/old files to clear up some memory

Make sure there’s sufficient space on your device, the game uses almost twice as much space as it says it should

Make sure your device isn’t overheating, my phone tends to overheat if I’ve been playing for a while, if I’m in a non-ventilated room (eg my car during daytime), or if my battery hits 1%, etc

[mortal ermine]

I tried repair but it didn't work. I will try uninstalling and installing again

[woven hemlock]

Turning your device off and on might help, sometimes the device just needs a nap

[lilac bloom]

Please help and fix the audio is gone when drive the car, especially MLP car. It's been a week and really annoyying me🙏

[vivid cloak]

Sometimes happened to me when I had some desktop games running next to it. Do you ?

[lilac bloom]

Yes me too. We have to relog, i mean like exit the game and relaunch to fix this issue. Really annoying

[vivid cloak]

Ehm not too sure if we missunderstood now here. I mean another game, a desktop game like Desk Garden or No Slack Pets or something. When I had something like that running it stopped making sounds for me partly in heartopia. When I stopped running those games it worked again

[lilac bloom]

more or less we have the some problem, that's the audio. But yeah i know what u mean

[vivid cloak]

Well, have you tried turning the other desktop game off then and if it works again?

[uncut bramble]

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

[flint shadow]

Hey @white warren, 👋 I was trying to reach out regarding a creator collaboration but your DMs/Requests are locked. Could you please check my message or let me know the best way to connect?

[white warren]

Hey Chui !

You can open a ticket via @twin yacht And we will tell you the procedure

[flint shadow]

Okay thanks for the information.

[novel vale]

Yeah but the stamp board is not supposed to be removed right? Edit: oh my friend explained it to me 🤣

[magic anchor]

Was charged on the 23rd for 3 Supreme Festival Packs when I only ordered 2. One for myself one for friend submitted ticket and haven't heard back on anything or received the packs. Tried the repair and to reorder but that didn't work it wants to charge me again

[vivid cloak]

I think I heard it can take a few days until they might answers on a ticket. Have you checked in the client if they answered you?
To check on ticket - > support center - headset icon

[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.

[queen crest]

I need help please

My old account got hacked and they changed my username and they are getting my kicked out of different servers please remove busy_lemur_1989 from the server I no longer have access to that account

[sly nova]

hi guys. i need help. i tried entering the game multiple times but my screen shows "loading anomaly L99". how do i fix this?

[errant knot]

Dose anyone play with a Razer Tartarus?

[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.

[olive plume]

when i open heartopia theres no "start" button. how do i 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.

[delicate spade]

Is there a reason a winter bird showed up in my bird thing today? I wasted bird food on this and I can’t even get a picture from it.

[patent tree]

I need to speak to someone in charge or with customer support. I’ve been going back and forth for 3 days now with no solution and have a negative heart balance when I should not and it’s restricting my gameplay

[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 elm]

Hello , I am having an issue with interacting with my cats. I can interact with my dog. Also can with my friends animals ,however they cannot interact with my cats.

[uncut violet]

Try going in and out of build mode. That usually helps when that happens to me

[split elm]

Thank You!

[granite shell]

so i helped all people with badge so they can complete collection i get nothing at the end . another friend of mine didnt helped anyone and kept all the token and got almost 1 millions gold. so basically being helpful and being nice to people doesnt give you anything whats the point of this game ? that information should have been said at the begining of the event everything will be converted for the ponies event

After 450 hours i will edit my review i wish i could put a neutral review .
i don't like building but i do like grinding and farming.
So i only builded 1 house but it comes to a point where u cant put all the trophies and stuff u gathered 5 stars because you cant go pass 350 000 in weight for the building .... whats the point of this game if u cant show off what u have worked for ... so they want you to spend money but they dont want you to show off what u gathered or what u paid for . if you dont fix your game the game will die quickly and soon .

[outer palm]

Hey so my game has been very glitchy and laggy lately and ive even turned my graphics onto low does anyone know what else I can do?

[grave dew]

Heya, got this message in the mail. I had bought the festival pack from the store for the new event (popcorn theater one) and then realized my friend sent me a pack too. I accepted it out of the mailbox but I didn't think I had to use it right away and I thought they rolled over? Unless this is referring to the prior pass that was active and switched over...? But "expiring on April 1st" makes me concerned.

[faint vault]

It's not talking about the pass, it's talking about the limited gacha tickets we get to pull from banners.

[copper relic]

Anyone know what this means? It’s not letting me load.

[grave dew]

Okay so like, the ones with the little timer clocks next to them?

[faint vault]

Yes

[grave dew]

Tysm, I was really worried I'd have to use the festival voucher 🤣

[grave dew]

I'm not sure exactly what that means but if you close the program and reopen and it still does it you could consider trying to do the "repair" wrench 🔧 icon and restarting to try again?

[faint vault]

Just keep in mind that your voucher is for a "festival" not a "fashionwave". So if next event is fashionwave, it won't work for it

[copper relic]

I’ve tried both and this message still pops up so idkk

[faint vault]

have you tried restarting your connection? Restarting router and forgetting and reconnecting to wifi?

[grave dew]

If I save it for a festival though it will still function for that right?

[copper relic]

It worked ty

[faint vault]

It should yea. But since we haven't had a situation to test if they rollover, we won't know until the next one

[grave dew]

Urk well here's hoping I don't lose five bucks XD tysm again

[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.

[tight veldt]

I get stars from my dog but they don’t count at all. Is it possible to fix that? I could have maxed it out ages ago.

[timid radish]

hi, my little sister is having trouble completing the snow sculpture: tool prep quest. any help would be appreciated :)

[faint vault]

Is her home not loading in? Game might be bugging out a bit, try switching towns

[sand nexus]

Uhm Hi can anyone help me with Flawless Fluorite where I can find them !?

[timid radish]

she recently deleted her home, does she need to have some kind of flooring placed?

[subtle oriole]

Got a question.

If I put all the photos I want in books, in game, and then delete the photos of the camera gallery part. Will that delete the photos in the books aswel or will it be okay?

[uncut bramble]

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

[woven hemlock]

I believe the photos in the books will be okay if you’ve published the book, not sure about if you still have it as a draft. You could ask customer support for clarification

[woven hemlock]

If you’ve gone through the introduction quest for the fluorite, it will appear randomly at one of the housing plots or in the onsen, so the easiest method is to start from one house and do a loop around the front of each housing plot (this also works for the roaming oak). If you don’t see the fluorite in front of any houses, then you can go to the capybara feeding trough, it should be nearby (in the area it was for the introduction quest). (For the roaming oak, if it isn’t in front of a house, it will be in the spirit forest near the bus stop)

The location for the oak and fluorite are the same each day for all servers, so if you’re having trouble finding it, #1461436250861867159 and other such channels are available. Make sure to check the post marked with your server’s current date

[livid sluice]

How do I switch account? I accidentally linked my steam account but my main account is through google. I’m logging in from a new device

[woven hemlock]

Do you have multiple dogs? When there are multiple dogs, only one will give the pictures but it can be for any dog. Repeat pictures/actions don’t count for extra stars if it’s the same dog, so you need to unlock more actions in order to complete the collection

[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

[main widget]

So I have an update on my restrictions issue and it just got worse

So they took away my purchase points too. I was at 14, 190 but after the 5 refunds from last night they brought it down to 10,500. And those were just 5 out of 9 of the overcharges.
I just got a notification of 3 more of those disputes being refunded and now my purchase points are down to 8,360.

I just went over the charges that are still on my account (that weren’t disputed or refunded) , and those reflect me having 14,190. So not only did I not get purchase points on those 9 overcharged items, I also lost my fairly earned purchase points too.. Had I made those 9 purchases I should’ve been at 18,570 but I was at 14,190 in real time. And now they took away from that too. I’m really upset over this.

[proud ingot]

devin2008330 has been warned

Reason: Posted an invite

[outer palm]

@woven hemlock okay thank you I'll have a look in a minute to see if its my storage

[woven hemlock]

On the start screen, click the person icon, then scroll down past the binded accounts and click ‘log out’. You should then be able to select the account you want to log in with

[woven hemlock]

devs/staff don't look in this channel, so the only way to contact official support is through the support center in 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]

Looks like it’s intentional based on the pop up message (scan during the corresponding fashionwave), but can ask customer support / give them feedback on it, it’s a bit silly to have them appear outside the fashionwave

[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

[manic pilot]

why did I get this mail about expiring passes when I don’t have any expiring until May? I haven’t used any either since getting this…

[patent tree]

Thank you! I’ve been using the in game support for 3 days with no resolution and my gameplay is impacted. I was able to locate the discord help chat feature and am using that now!

[woven hemlock]

The game is not controller-supported, and is in fact overly-sensitive to anything that can be considered a controller — this includes not just typical controllers, but also Bluetooth devices, any Logitech devices, and some keyboards. The Razer Tartarus may be considered a controller by the game, which can cause bugs, but you can try the steps below to see if it helps:

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

Are you talking about #1484755306297692230 message ?

Photos are submitted to #📸｜photo-talent-showcase , and then you click the 🎉 emoji on the bot post in #📷｜photo-talent-lottery to enter the giveaway

[prime walrus]

yes! that let me add the channels thank you!!

[woven hemlock]

If specific channels don’t appear next time, you can check this tab in the channel list and check to see if discord automatically hid them as well~

[subtle oriole]

Thank you!

[copper prairie]

Idk if this question is appropriate to ask here. But how do I acquire myself both the CN and EN roles for Heartopia’s Discord?

If I pick either one, the other one disappears. I can only choose one

[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.

[golden quartz]

I’m having a problem in game. It gave me a pop up to change my resolution and now the game is so laggy and barely works and I cannot fix it because all of the other resolution options do not appear. I’m on pc/laptop btw

[undone epoch]

Anyone else having issues loggin in to the game? i'm getting Unable to enter town yet the town is 10/12

[tropic coyote]

Hi, I’m not able to login to enter any town, I tried creating my own town but same error occurs.

[cyan rampart]

Hello, what does "character data failed to load L101?" mean?

[woven hemlock]

It should be a display bug, after the patch the date is displaying incorrectly. The first row will expire on April 1 (the one that you have 10 of).

[woven hemlock]

You already have both in your role list

[cyan rampart]

I also can't seem to log in, my ping gets around 10k then can't log in to any towns or even when pressing start

[woven hemlock]

Oh no, I’ve seen a few people with hat same problem but I don’t think we’ve found any fixes for it yet. Have you tried playing in windowed mode instead of fullscreen?

[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

@tropic coyote you also ^

[woven hemlock]

Game file might have corrupted, can try the networking tips above, but otherwise you can click ‘repairs’ from the start screen to see if it fixes it

[golden quartz]

yeah, and it still didn’t help :( im trying to see if repairing files does anything

[cyan rampart]

Thank you so much ;; is it a problem with my device? Can I still log through my other devices?

[woven hemlock]

Regarding high ping, following the network troubleshooting tips above should fix it

[woven hemlock]

The game isn’t optimized well, so sometimes it can just corrupt on its own. You should still be able to play on your other devices if you can’t get it to work on that one

[lapis wigeon]

I was in the middle of playing and got disconnected and then this happened. Can't get back in the game anymore

[tropic coyote]

I tried using my pc and other devices, as well as repairs option but encountering same error,

[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

[tropic coyote]

now it's giving me an error of login time out or unable to retrieve character/profile/account.

[woven hemlock]

Have you tried switching networks? Not switching devices

[tropic coyote]

I did try switching to 5G, LTE and used VPN as well.

[cyan rampart]

Same here, been trying to change networks, and at the same time been restarting networks aswell

[undone epoch]

same. i never had issues before

[golden rampart]

I know the support team is trying their best to respond to all the issues, but the repeated advice about fixing our ping or checking our internet, along with all these generic tips, is getting frustrating. Why not consider that many players are experiencing sudden spikes in ping at the same time? Does that really mean all of us have internet problems? Please look into this more seriously. Your gacha system already feels like it’s just milking players for money at the very least, let us play in peace without these issues.

[faint vault]

-# maybe region based like Portugal was having some time ago?

[copper prairie]

Yes, I found it after. Thank you

[keen cargo]

I was disconnected all of a sudden. Then went to unable to enter town.

[feral dragon]

why is my indicator this color?? devs, i love yall but this aint it

[lapis spire]

same, do you use globe for internet?

[ebon rivet]

can't eneter too im in SEA server

[smoky schooner]

I though I was the only one having an issue..

[final tendon]

I think that's just a bug. This happens to me quite a bit, especially after going in/out of build mode often

[golden belfry]

sometimes it glitches, you can just restart the game and itll fix it

[crimson cargo]

Some people can’t enter SEA accounts, others can. We wonder if the region people live in is causing the problem in some way. Nothing we can do about it here if that’s the problem
Just gotta wait patiently for it to fix

[woven hemlock]

The people in this channel are not official staff members, we’re all players like yourself. The suggestions made in this channel are common fixes for others with the same issues, which is why it’s suggested first

[keen cargo]

yes, I was using globe when I got disconnected. I switched to smart and was able to enter now.

[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 possible, Portugal was having trouble with NOS and another one before

[woven hemlock]

Visual bug, switching towns should return it to normal

[cyan rampart]

Thank you for responding still! Was just worried and confused as well~

[faint vault]

MEO was the other one. Just wondering if it's an ISP problem again. Hard to say

[woven hemlock]

Would need to collect data from everyone who can’t get in via the usual networking tricks to be sure

[golden rampart]

Lol, I get that you’re players too but that doesn’t change the fact that this is a technical help channel. Of course people will come here to report issues.

[woven hemlock]

Can I ask what region you live in, and what network you usually use? Portugal players were unable to log in with NOS/MEO a while ago, so we’re wondering if a similar issue is happening

[crimson rapids]

Did u find a fix?

[lapis spire]

nope, tried the firewall thing and repairing app

[woven hemlock]

Unfortunately it does state in the channel description that staff don’t look here for bug reports, so if you’re looking for official staff support, will need to use the support center in the game

[woven hemlock]

Can I ask what region you live in, and what network you usually use? Portugal players were unable to log in with NOS/MEO a while ago, so we’re wondering if a similar issue is happening

@undone epoch ^ you as well

[faint vault]

Which has offered technical help that has worked for quite a few people. I understand the frustration but you're complaining to the wrong people. Devs/ actual support team don't monitor this channel or server, honestly. Volunteers are trying to diagnose the best they can

[woven hemlock]

Can you try switching to a different network and see if that helps? (Eg WiFi —> LTE)

[golden rampart]

get that you’re volunteers and just trying to help, and I’m not blaming you personally. But you also have to understand why people are frustrated especially when multiple players are experiencing the same issue at the same time. At that point, it doesn’t feel like an individual setup problem anymore. So naturally, people will bring it up here, since this is the closest thing to a “technical help” space in the server.

[lapis spire]

i tried to connect using my phone's mobile data, it worked, but it's also globe so idk

[faint vault]

So are most people having issues connecting with Globe?

[woven hemlock]

That’s why we ask first to see if switching networks helps, because 90% of the time it does. If it doesn’t, then we can ask more specific questions, especially like you said when there’s a large group if players unable to get into the game at the same time. Large groups of players unable to connect isn’t a for-sure indication that it’s not a network issue though, the game is poorly optimized, so it often loses connection with your network even when your network is the strongest possible

[golden rampart]

I think you’re getting a bit too defensive. I’m just raising a concern, not attacking anyone. I already understand you’re volunteers—I’m just pointing out that a lot of players are experiencing the same issue, so it might be something bigger than individual setups.

[woven hemlock]

Not being defensive, I’m explaining why we do the steps we do

[cyan rampart]

I also use globe~ and yup it seems as so, I had my friend log in to their acc, and they have a different internet provider, and they can log in just fine

[woven hemlock]

Not sure, waiting for people to get back to me about where they live / what network they use so we have more data

[faint vault]

You're right, might not be individual setups. Might be an ISP problem, which if that is the case, how are devs or individuals at fault at all? Seems like one of those "out of our hands" kind of thing. We wouldn't know this unless we ask the questions to narrow down the problem. "generic" steps, as annoying as they are, help

[sharp meadow]

Is there any word from Heartopia yet?

[woven hemlock]

Regarding what?

[faint vault]

I play on SEA, no login issues, tough call to say this is a "Heartopia" problem

[woven hemlock]

When it was the NOS/MEO issue, server didn’t matter, the network did

[cunning raft]

I can also login because of the ping 😭

[cunning raft]

only globe user?

[ebon rivet]

im a globe user, i switched to my data it worked.

[lapis spire]

i think it is the internet provider problem, i wasn't able to login with our WI-FI but mobile data worked

[keen cargo]

i think so. It worked when I switched to Smart Mobile data. I was connected to globe wifi when I had the issue.

[ebon rivet]

same

[cyan rampart]

What was the solution then? Was it just solved by the provider? Thanks for answering~

[woven hemlock]

Thank you for the data everyone. If you’re able to access the support center in the game at the start screen, please let the devs know as well in case there is anything they can fix on their side

[woven hemlock]

Yes, had to wait for the network provider

[cyan rampart]

Okay okay! Thank you! Really appreciate your help!

[faint vault]

-# You always carry this channel on your shoulders @woven hemlock Always appreciate the help you give. I go back to my nonsense in other help channel now lol

[cunning raft]

i try to use vpn and it works huhu

[woven hemlock]

Glad to hear!

Those of you who use Globe, can I ask if there’s a specific country/region that’s from? Last time, it was specifically Portugal players who were using NOS/MEO that had issues

[cyan rampart]

On the previous issue with NOS/MEO did it take a long time before it was fixed? Of was it pretty much resolved quickly?

[undone epoch]

PH. sorry late reply

[cyan rampart]

Same!

[crimson rapids]

Which VPN are u using? And is it free?

[vague pendant]

Need help. Anyone having this kind of problem when logging in?

[woven hemlock]

Last time, there were specific times of day where the network was fine, and other times of day where it wouldn’t work at all. After a few weeks, we didn’t have any players specifically mention they were using NOS/MEO and having the same issue, so it’s hard to say whether the network was fixed or if the players stopped playing

[ebon rivet]

try switching to your data, i was like that an hour ago

[woven hemlock]

Many Heartopia players use ProtonVPN, I heard it’s free

[cyan rampart]

Oh, I hope it's quickly resolved :((

[vague pendant]

Thank youuuu

[woven hemlock]

I think last time, the players went straight to the network provider to complain as well, you can potentially contact Globe and let them know in addition to Heartopia’s support center

Hopefully you guys can get back in soon even without switching to mobile data / VPn

[full robin]

help 😭

[cyan rampart]

Will do! Same with other PH/Globe players, try to message the globe network, so that they'll see to it!

[ebon rivet]

use your data

[undone epoch]

@woven hemlock might be a GLOBE WIFI issue.. i logged in with my phones data and i got in.

[woven hemlock]

:0 ! Thank you for the update!

Help! I can't get into the game, and I'm using Globe network!

Players using Globe have had trouble entering the game today, it may be an issue from Globe' side. You can try the network troubleshooting tips, but so far it seems like you will need to wait for a fix from their side. In the meantime, it may be an issue from Globe’s Wifi specifically, you can try playing through mobile data or VPN, as that worked for a few players

[lapis spire]

maybe it's best to wait it out, from my experience, i seldomly face issues like this because of GLOBE on other games, it just resolves itself after some time. e.g. not able to login in RIOT games etc. i hope it will be fixed after sometime

[full robin]

unfortunately, I can only use wifi since there's no network signal for data in my area

[lapis wigeon]

Using GOMO data network. Still not working.

[woven hemlock]

Have you tried VPN yet?

[karmic tapir]

Jump button stopped working..

[woven hemlock]

Hello, long time to no see 👋 I wanted to update you, I was checking the log in methods on my phone and noticed Steam is an option to log in there. Not sure if I simply missed it before, or if it was added, since I haven’t needed to log in in a long time (usually auto-logged in)

[cyan rampart]

We should also try messaging Globe themselves~ if there are a lot mentioning this problem, maybe they'll fix it asap~

[woven hemlock]

Are you playing on PC? Try pressing F before the jump button, as that can help unlock buttons that aren’t working

[proud ingot]

devin2008330 has been warned

Reason: Posted an invite

[karmic tapir]

I am on my phone :/ any idea to fix on phone?

[woven hemlock]

Do you have any bluetooth devices connected? Eg headphones, etc

Try disconnecting them (not just turning off) and see if that helps

[full robin]

wah thank you! the vpn works, but my ping is so high. well better than nothing tho

[woven hemlock]

Oh man, usually the suggestion we make for high ping is to switch networks again

[full robin]

tysmm

[surreal merlin]

Hi I need a refund or my gems pls I bought 3 sets yesterday on my account first lot didn’t come but took my money and other 2 were fine today I tired to get some again took money no gems so I’m owed two lots !!

Iv got screenshots my payments also if needed not happy at all refreshed game etc all that nothing !!!

[faint vault]

You should contact customer service. No one in this server can help with this

[surreal merlin]

Have messaged in game under suppord already

Been told discord is much faster because there very slow getting back to me on the game thing sadly…

So where do I contact them on discord ??

[faint vault]

There is no contacting them on Discord. Just in game

[woven hemlock]

Who told you discord is faster? The staff don’t check the server unfortunately, so official support has to go through the support center, especially for billing issues

[surreal merlin]

They take forever to reply to me I hate waiting 🙁 ecspecially wen I want my gems

Let’s see how long they take hopefully by tonight cos I’m really upset 😢

[woven hemlock]

When did you reach out to them? Have you checked back on the ticket you created?

It takes 1-3 business days for them to respond back, keeping in mind timezones since they are based in China. The game does not notify you or email you when they respond, so need to manually go back to the support center and check on the ticket for a response

[surreal merlin]

Last night replied once Iv since replied and nothing hate waiting

[faint vault]

I mean, it is like 4am in China right now, so give them time

[surreal merlin]

Hopefully won’t take long they owe me 2 of the packs lol

[rotund spindle]

When playing on pc, when streaming, my audio stops if I click off the window to answer my chat. Is there a way to fix this and keep the audio going?

[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.

[faint vault]

Is there anyway you can screenshot the graphic options for fullscreen and borderless options?
Borderless should allow the game to still be running in the background, but that's only if the devs optimized it that way

[arctic swallow]

Can't join any town even if it's not full yet

[soft wasp]

I tried playing in the Asian server and it lets me. For SEA, it blocks me.

[arctic swallow]

I’m in SEA server. Yeah it won't let me in

[woven hemlock]

Are you using Globe network?

[soft wasp]

Quick question to anyone playing using Globe Network, are you using Steam?

[arctic swallow]

Trying again by downloading again the updates.

[soft wasp]

It didn't work for me.

[marsh sundial]

yep

[sharp meadow]

It is weird. Is it happening only on SEA Server?

[dry canopy]

I tried using TapTAp their downloaded thing on Windows, still not working.

Also Globe.

[arctic swallow]

Didn't work too

[smoky canopy]

I also can't log in. Globe provider too

[soft wasp]

Testing if Steam is the issue.

[deep radish]

hey this keeps on happening to me as well.

[crisp lantern]

Globe provider here too, same issue, can't login, on Android and PC

[soft wasp]

Data works.

[smoky canopy]

oh yes! my globe data works. Not the wifi tho. I tried using wifi cant log in.

[soft wasp]

It's the ISP.

[deep radish]

omg data works

[leaden stone]

how to fix

[sharp meadow]

Wth is happening to globe

[smoky canopy]

just use data for the meantime. It works. Just the wifi globe didn't work

[sharp meadow]

I can go in Global Server but SEA Server is down for me idk whyy

[tender pewter]

youre so lucky. my globe data did not work

[smoky canopy]

i just did it now..

[violet oar]

I'm also using globe provider, but the thing is when in SEA server i cannot log in, but i tried UTC8 i can log in.

[soft wasp]

Does VPN work?

[woven hemlock]

Yes

[undone epoch]

Yep VPN works. login server using vpn when in game turn off

[sharp meadow]

Same here

[woven hemlock]

Help! I can't get into the game, and I'm using Globe network!

Players using Globe have had trouble entering the game today (possibly specifically for SEA server), it may be an issue from Globe' side. You can try the network troubleshooting tips, but so far it seems like you will need to wait for a fix from their side. In the meantime, it may be an issue from Globe’s Wifi specifically, you can try logging in through mobile data or VPN, as that worked for a few players

[sharp meadow]

Lol did they cut off SEA Server?🥲

[soft wasp]

Other ISPs can still login. It's just Globe.

[wheat egret]

hi, is anyone have had experience of losing a furniture items after changing house? i just change my house recently, and I notice some of the furniture (stoves and rewards from gardening collection) went missing despite of still having a lot of space in my warehouse.

[faint vault]

Did you check your backpack for the items?

[wheat egret]

yes, i couldn't find any, even if i went to build mode :(

[normal pecan]

So when are the pets getting fixed because I’m losing my mind

[woven hemlock]

Can you try to re-apply your old house of you have it available? Alternatively, can apply a blank blueprint to force all items into your inventory, then check again

[wheat egret]

unfortunately i forgot to save my old house :((, I'll try to reapply a blank blueprint first, thank you

[woven hemlock]

-# IDK if the game even considers them something to fix

What specific issue are you having with your pet? We have community suggestions for pretty much every issue they have

[normal pecan]

Few issues: says I’m too busy to interact with my pet, pets being in walls/not existing, and no icons appearing over their head. I go into build mode to try and reset, that doesn’t always work so I completely close the game and maybe it’ll work sometimes

[woven hemlock]

Going into build mode for a few seconds, moving a piece of furniture, then save and exiting should temporarily fix all of those issues, but it is a temporary fix so have to do it again next time it happens. Teleporting to a new town also works

[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.

[warped pike]

@haughty oriole put up your red hot ping pic here, and lets see what we get

[haughty oriole]

Help. Is there any explanation when the SEA server will be back to normal???? The ping is so high!

[woven hemlock]

Please send the screenshot to the support center so the devs can see if there’s anything they can do on their end, just note that it is currently 6am in China so it will take a while for them to see the reports

[woven hemlock]

Otherwise, the usual suggestion we make is to try and switch networks and see if the connection improves (eg WiFi —> data). If you are using Globe network, try using their mobile data instead, or a VPN, since many players using Globe are having trouble connecting to the server

[haughty geyser]

Hate.

[haughty oriole]

This is what happens when i click the support center

[woven hemlock]

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

Pets are all very unique, so tips that work for some people don't work for everyone. My pets never got in the way of my stoves, for example, until I recently got a pet with the sluggish/clingy trait combination. If you have a clingy pet, they will more naturally follow you around regardless, and try to get your attention by moving in front of you, but my other clingy pets don’t do this, so it really is unique for each combination of traits (possibly the sluggish trait means it doesn’t move away as much and so plops down once it finds you). Can try:

• putting your stoves in a different part of your house they don't normally go to
• feeding them/play/pet/clean them to full so they don't bother you as much
• putting your stoves on the second floor of your house
• putting your stoves on a table so that they're elevated off the ground (pets can walk through furniture, this is intended)
• building a fence around your stoves
• putting a cat bed / cat tree nearby so that they use it instead of going to the stove
• put the cat on your head so that it can’t get in your way, if it’s a cat

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

[haughty oriole]

I tried switching same results

[woven hemlock]

Unfortunately may have to wait it out. Have you tried using VPN?

[haughty oriole]

Do you have any free vpn reco?

[woven hemlock]

I don’t personally use VPN, but many Heartopia players use ProtonVPN, I heard it’s free

[haughty oriole]

Is there other way to contact CS other than the app?

[woven hemlock]

The app is the main method, I heard there’s an email but it doesn’t sound like they check it as frequently as the support center in the app. There’s a website link to the support center, but it only works if you’re connected in the game — which, I think is your current issue, so it may not work

Last resort, there’s the ticket bot @twin yacht, to contact a moderator here and see if they can get you in contact with a staff member, but that’s I think only if no other options are available

[spark oracle]

I got my account reseted after a long time playing, when i log in the game it just makes me make a brand new account where i can get help?

[haughty oriole]

Ok thanks i will try that

[fringe fossil]

i was trying to adopt a cat and they gave me the wrong one because they were lagged

[eager linden]

same 🥺

[oblique rose]

Oh I thought I was the only one. I can’t log in. When I try to, the ping would get so high and would climb up into thousands simultaneously. 😥 it’s frustrating

[oblique rose]

I already tried that. My internet provider is Globe and my mobile data is also Globe. I can’t use both. It won’t load and it won’t log me in.

[woven hemlock]

Have you tried VPN?

[haughty oriole]

My indo friends can login without high ping. I really dont want to use vpn 🫪 the modmail doesnt reply also. Can u help with getting in touch with them to report this issue. I noticed that its only happening in PH. Some PH players already paid alot for this game.

[celest urchin]

looks to be a network issue on Globe side, I logged in fine with Smart data

[woven hemlock]

I'm not a moderator, I'm only a volunteer, so there isn't anything I can do to make someone reply to you faster. Most likely, there isn't a moderator online yet who can handle the ticket

Unfortunately, since it's an issue on Globe's side, VPN may be your own option if you want to play right now. Otherwise, will need to wait for either the issues on Globe's side to settle down, or for someone to get back to you

[sharp meadow]

I feel like it’s a server issue. I play at SEA and when I try Global Server it’s completely fine

[woven hemlock]

Please send a ticket to Heartopia's support center also that the devs can also look into it

[sharp meadow]

Every server I try is completely fine but SEA

[dull axle]

Does anyone know what to do when the load is full on the top of the screen? Like how do I add more things?

[woven hemlock]

Need to remove some items in order to add more

[covert compass]

Oh I thought I was the only one who has a prob, I haven't done my dailies, tried entering through my phone and PC (rn)

[proud mural]

i am trying to slowly build a house and everytime i save and go out of the blue print it says its under review, im not using anything not unlocked should i be worried?

[haughty oriole]

Can you also access the customer support??

[woven hemlock]

Nothing to worry about, it's a generic message to let you know that the game does scan through blueprints to make sure it isn't breaking anything from their TOS etc

[dull axle]

Is that the only option for it to be fixed?

[woven hemlock]

You've already hit load limit, so yes

The item that you'ret rying to add is more than the space you have left

[dull axle]

Ok.

[woven hemlock]

Furniture have different amounts of load, so it's not a 1:1 ratio

[sharp meadow]

Buy island and put all things u dont need there lol

[woven hemlock]

Not the issue, load limit only includes the items you have set out in the build, not the items in your backpack/warehouse

[quick goblet]

I second this, tried using data SMART and I was able to login compare when I used my Wi-Fi which is Globe.

[olive stream]

I also cannot login. Globe user too

[fringe fossil]

i was trying to adopt a cat but it was lagged with another one that didnt have an adoption tag and then when i adopted the other one i got the glitched one and i cant interact with it at all what do i do

[woven hemlock]

try switching towns to see if it's just a visual glitch

[covert compass]

Does anyone have DITO sim? Has anyone tried entering from that?

[woven hemlock]

Help! I can't get into the game, and I'm using Globe network!

Players using Globe have had trouble entering the game today (possibly specifically for SEA server), it may be an issue from Globe' side. You can try the network troubleshooting tips, but so far it seems like you will need to wait for a fix from their side. In the meantime, it may be an issue from Globe’s Wifi specifically, you can try logging in through mobile data or VPN, as that worked for other players

[fringe fossil]

i tried that but even the description of the cat i got is different in my pets pannel

my other pets are fine only this cat and it is stuck in one place

[vernal lotus]

Cannot login too using Globe network as well Hope you could fix this.

[woven hemlock]

Help! I can't get into the game, and I'm using Globe network!

Players using Globe have had trouble entering the game today (possibly specifically for SEA server), it may be an issue from Globe' side. You can try the network troubleshooting tips, but so far it seems like you will need to wait for a fix from their side. In the meantime, it may be an issue from Globe’s Wifi specifically, you can try logging in through mobile data or VPN, as that worked for other players

BTW, the people in this channel are not staff or devs, so we don't have the power to change anything. If you're able to log in using an alternate method like above, please open a ticket with the support center to let them know

[woven hemlock]

oh that's unfortunate, it might have glitched and showed you the wrong cat when you were at the shop itself

what do you mean by its stuck in one place?

[fringe fossil]

in my house it does not move at all and i cant pet or feed it even after restarting game and changing town also i could see two cats just the one i got didnt have an adoption tag i wanted the other one 🙁

[dry canopy]

Are things still down for Globe users?

[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.

[surreal comet]

same here globe network. game start at 0 ping then it will be 1k to 20k. so we just have to wait?

[woven hemlock]

yeah, what i'm saying is that the tag you saw might have actually been the other cat's tag, but the system glitched and showed you the first one. this is just a theory though

can you open a ticket with the support center and show them the cat? it sounds like because it was glitched at the store, it also is glitched at your house. you can also try to click 'repairs' at the start screen to see if it fixes the cat not moving

[woven hemlock]

you can try an alternate method, such as VPN or mobile data, otherwise will have to wait it out a bit. if you're able to get into the game, please open a ticket with heartopia's support center so that they can look into it also

[ionic shore]

When ever I pull out my fishing pole or my insect net, I get bugged out especially with the fishing pole I get stuff in place and the camera is messed up. With the net it is automatically faced behind my character but I can still move.

[rustic basin]

Can someone help? My friends just loggef for the first time, he finished his character but on screen appears "syncronization problem"

[surreal comet]

thank you so much for the info. i'll try using mobile data if it's still not working later

[fringe fossil]

can i have the email to open a ticket or how do i?

[woven hemlock]

Help! I need to contact customer support!

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

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

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

[woven hemlock]

have him try turning his wifi/network off and on and see if that forces it to re-sync

[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

[rustic basin]

It's in portuguese but actually the problem is with time?

[plain perch]

I couldn't log in

[inland skiff]

I am getting the same issue since 3am.

[plain perch]

Me too ... thought its just maintenance so i let it be

[undone blaze]

ping is red for me too, cannot connect since 3am. i am connected to the internet. i think its a problem with routing with their servers and my internet provider. i just don't know who's responsibility it is to fix this.

[woven hemlock]

oh! can you have him check his phone's clock settings, and change it to automatic if it isn't already? if it is already automatic, change it to manual, then back to automatic, and see if that helps

[woven hemlock]

do you use Globe network / are you trying to log in to the SEA server?

[strange marsh]

What's your ISP?

[inland skiff]

Globe internet and SEA server

[plain perch]

yes globe and sea server too

[woven hemlock]

Help! I can't get into the game, and I'm using Globe network!

Players using Globe have had trouble entering the game today (possibly specifically for SEA server), it may be an issue from Globe' side. You can try the network troubleshooting tips, but so far it seems like you will need to wait for a fix from their side. In the meantime, it may be an issue from Globe’s Wifi specifically, you can try logging in through mobile data or VPN, as that worked for other players

[strange marsh]

it seems that we cannot log in using globe network

[woven hemlock]

Globe network is having some issues with the SEA server specifically today

[undone blaze]

so.. we're just fk'd for now? is this something Globe needs to fix?

[strange marsh]

i tried doing hotspot from someone using a different network and it worked

[plain perch]

will try that .. thank you

[undone blaze]

thanks for the heads up and not being condescending about it like everyone else ont he internet. ❤️

[robust solar]

I cant join my own self built town ;-; it says im in there but it's still in the main screen

EDIT: am in SEA server

[woven hemlock]

hopefully it's fixed soon for you guys

[woven hemlock]

are you using Globe network?

[plain perch]

finger's crossed .. thanks again!

[robust solar]

SEA server, my Wi-Fi network provider is Globe Fiber (brand in Philippines)

[woven hemlock]

Help! I can't get into the game, and I'm using Globe network!

Players using Globe have had trouble entering the game today (possibly specifically for SEA server), it may be an issue from Globe' side. You can try the network troubleshooting tips, but so far it seems like you will need to wait for a fix from their side. In the meantime, it may be an issue from Globe’s Wifi specifically, you can try logging in through mobile data or VPN, as that worked for other players

[robust solar]

I see ;-; I'll try this, thank you!

[inland skiff]

It sucks because my mobile network is also Globe 😅

[woven hemlock]

there was a player who said their globe mobile data worked fine, just not the wifi

[gray haven]

Same problem with me, I restarted my phone and get to the game again but still I can't get through

[inland skiff]

And it also doesn't work 😅

[gray haven]

I'm a Globe Network user as well 🥺🥲

[plain perch]

you are right! i used my esim on my tablet and it's smart .. i got in! thank you again! ❤️

[gaunt vapor]

globe broadband user here also huhu

no heartopia for today. tried using my data which is GOMO and found out they use the same signal with GLOBE

[rustic basin]

He tried that and didn't work...

[woven hemlock]

is he using a vpn or another network that changes his location? can you have him double check the clock settings on those too?

[rustic basin]

Nope, he is not :( he did all that

[wet storm]

I can't enter into my SEA server account

[woven hemlock]

can you have him reboot his device?

[woven hemlock]

do you use globe network?

[wet storm]

Yes, globe fiber wifi

[woven hemlock]

Help! I can't get into the game, and I'm using Globe network and trying to log in to the SEA server!

Players using Globe have had trouble entering the game today (possibly specifically for SEA server), it may be an issue from Globe' side. You can try the network troubleshooting tips, but so far it seems like you will need to wait for a fix from their side.

In the meantime, since it may be an issue from Globe’s Wifi specifically, you can try logging in through mobile data or VPN, as that worked for other players. If you have a SMART data, can try that as well.

If you're able to log in using an alternate method like above, please open a ticket with Heartopia's support center to let them know it's happening, so that they can look into it from their side as well

[wet storm]

thank you

[ember linden]

How do you add someone using UID?

[tropic coyote]

Hi, SEA-PH. I’ve followed your troubleshooting guide and I don’t think it is related to Globe Network. I tried switching networks (data and wifi) but it didn’t work in any mobile devices, it is working using laptop even with Globe network but vpn is needed. Hope this can be fixed, my friends are now experiencing the same problem.

[plain perch]

tap the watch, friendship journal, then at the lower left, there's magnifying glass icon .. tap that then enter UID

[wet storm]

I was able to enter now using different network

[woven hemlock]

first need to make sure that the two of you are on the same server (eg you're both on asia server, both on global server, etc)

then, go to the watch, click the friendship journal tab, and then click the magnifying glass button on the bottom left corner. can enter the UID there

[crisp perch]

I use PLDT, cant connect too

[woven hemlock]

i am not a staff member, please open a ticket with heartopia's support center to let them know

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]

have you tried switching networks (eg to mobile data) or using a VPN?

[ornate hazel]

oh so others also have the same problem i thought it was just me haha

[woven hemlock]

yes, apparently it's been happening all day for ph players trying to get into the sea server

[sharp meadow]

Maybe our telecommunication centers are trying to regulate data usage to reduce energy consumption? Just my thought tho, afterall Philippines are in state of emergency rn.

[woven hemlock]

oh, are they? oh no

and heartopia has trouble connecting with networks to begin with too...

[gray vault]

Gfiber and Globe Data not working when trying to open game in PH but smart data and converge works

[woven hemlock]

ty for the data

[humble lotus]

I logged on SEA after its reset, but I don’t see the new update that’s supposed to start march 26th? I don’t see either. Does anyone else have this issue?

[ornate hazel]

aight imma try using a vpn

[gray vault]

It will work after pressing repair

[woven hemlock]

starts 7am server time

for some reason

it should be there now

[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.

[plain perch]

it just appeared for me

[gray vault]

You need to press repair since there is bug that only shows 60 mb update but real update is 1gb up

[humble lotus]

Did you do anything to trigger it appearing?

[woven hemlock]

if you haven't already downloaded the update, will probably need to restart the game to get the download

[humble lotus]

Yeah, I am logged on but nothing >.< I’ll try to logout and login again to see if that helps.

[plain perch]

no. it wasn't there when i logged in .. then i did my dailies .. then when i saw your message i looked and there it was 😄

[humble lotus]

It’s already updated on both my phone and steam

[mossy comet]

is your internet globe or no?

[woven hemlock]

it's becaues it only started 7am server time for some reason, which, based on what someone said in #gameplay-help , i think only started 2 minutes ago

[rustic basin]

Stilll nothing:(

[humble lotus]

OKAY NOW IT’S THERE TYSM. I did nothing and it JUST showed up too hahaha

[crisp perch]

Sadly I use globe on my data so no dice...

[plain perch]

YAY! they are soooooo cuteeeee

[mossy comet]

im still not able to get in so sad

[olive stream]

Same

[edgy notch]

is anyone experiencing this high ping even when your internet connection is good?

[humble lotus]

They fr are! I’m having a hard time choosing which to waste my tickets on first

[mossy comet]

are you using globe fiber or globe data? because i am and they say this is happening with those people who are with globe

[woven hemlock]

there's something up with the SEA server and Globe network today, been happening for a few hours

[plain perch]

grrr i want all the colors! lmaooo

[edgy notch]

I see, I thought it was just me, thank you for answering! i hope they fix it soon I'm on Globe too

[ornate hazel]

wait if i use vpn can i get banned hahaha

[plain perch]

yes i have globe fiber too and yes it is sadly .. thank god i have smart esim on my tablet .. why i was able to finally got in the game

[woven hemlock]

using VPN will not get you banned

[opal lynx]

Can't open the app after I downloaded the updates today. 😭

[dense nimbus]

hii. i can’t get into any town in the game today. im in SEA server and i play in pc. i have tried restarting the game and even my laptop but it still doesn’t let me get into any town ToT

[plain perch]

are you using globe?

[crude wagon]

help i can’t log in

[opal lynx]

I'm not.

[plain perch]

oh no .. that's a different case then

[opal lynx]

I've tried restarting my phone too. Maybe I'll just wait. 🥲 Thank you for letting me know I'm not alone in this. HAHA!

[faint vault]

Try restarting your router and forget wifi network and reconnect

[opal lynx]

I'll do it after my working hours. 😂 Cannot disconnect while working. Thanks tho!

[deep kiln]

man, from SEA server as well and a Globe Network user... I guess it's been hours for this issue, huh?

[plain perch]

yeah .. mine started around 3am

[woven hemlock]

hmmm, not sure why it's saying that then. that message usually shows up if the game detects that your device's clock has been manually changed, so switching it to automatic usually works. is he able to access the start screen? there should be a way to contact the support center from there

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.

[gray vault]

Press repair first (there is a bug that shows 60mb update only even if update is 1gb above)

Then change from Globe/GFiber to Smart/Converge, It works for me

[slate lantern]

oh my update is 64mb

and it was working xd

[full iron]

what does the second sentence mean as a non-PH

[slate lantern]

oh its just switch an isp

if u have 2 or more

or if u use mobile data that different from ur current wifi brand

[woven hemlock]

Examples of different network types you can try:

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

[full iron]

oo thanks

[mighty hedge]

I didn't log in right now

Why

[woven hemlock]

do you live in PH / are you using Globe network and trying to join the SEA server?

[mighty hedge]

Yes po

[slate lantern]

dang

[indigo badge]

Same here

[slate lantern]

i remember using my internet around 5 am xd

[woven hemlock]

Help! I can't get into the game, and I'm using Globe network and trying to log in to the SEA server!

Players using Globe have had trouble entering the game today (possibly specifically for SEA server), it may be an issue from Globe' side. You can try the network troubleshooting tips, but so far it seems like you will need to wait for a fix from their side.

In the meantime, since it may be an issue from Globe’s Wifi specifically, you can try logging in through mobile data or VPN, as that worked for other players. Some players said they were able to log in using SMART.

If you're able to log in using an alternate method like above, please open a ticket with Heartopia's support center to let them know it's happening, so that they can look into it from their side as well

also for you: @indigo badge

[mighty hedge]

I have load 5g

[indigo badge]

I am using mobile data

[woven hemlock]

if your mobile data uses the same network as Globe, you may need to try an alternate method, like VPN

[slate lantern]

if u have dito

[candid trench]

oh em gee same issue here, I uninstalled and reinstalled. Im using Globe wifi too but will try restart router as advised,later after work

[slate lantern]

does it also happen the same?

[slate lantern]

u can try dns if it helps u able to login but then again im late from the info xd

[woven hemlock]

Globe/GFiber are having issues, but SMART/Converge are apparently working

[vivid stump]

I was wondering how to check the status of a support ticket that youve submitted to heartopia? After submitting mine I no longer see it when I go to contact support, just the process to submit a new one.

[slate lantern]

can u also ask them about dito too

its another brand rising in ph

[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 ("Feedback Record"). Check back on your tickets from time to time, as you won't otherwise receive a notification when they reply.

[woven hemlock]

dito is a cute name, reminds me of hte pokemon

[vivid stump]

thank you!

[mighty hedge]

Hayyy

I log in na

[slate lantern]

aahh lol its mean in ph "Here" xd

[exotic iris]

Are you using globe?

[woven hemlock]

lol is it?

[mighty hedge]

I using smart

[slate lantern]

yaa xd

[woven hemlock]

what sort of error do you get when you try to log in?

[slate lantern]

i was using my globe internet awhile ago but then again im not from sea server or if it just that game having issue

[indigo badge]

The VPN worked! Thank you

[mighty hedge]

I have sim smart

[slate lantern]

then its not being properly being connected to the sea server

[storm hatch]

How to use vpn

[woven hemlock]

it might just be SEA server, a few players were able to access their other server accounts perfectly fine

[exotic iris]

Thanks. So sad that our network provider for both prepaid and postpaid are globe.

[dense kiln]

I wasn't able to finish my daily quest earlier before the reset bec I can't open Heartopia. Up until now, despite exhausting all the means to troubleshoot, still no luck. SEA server player using Globe Fibre connection Already reported it through their customers support. Hope they fix this soon

[slate lantern]

yaa

so technically it not really the isp but the server in game or both since they have hard time to signal each other xd

[woven hemlock]

hopefully either globe or heartopia finds a fix soon for you guys

[exotic iris]

VPN works on globe?

[amber musk]

Wait, i can't enter the game either. Is this a bug issue or an internet issue? I need to confirm the issue first so I can report this to CS. I am using Globe as well

[mighty hedge]

Yeah

[woven hemlock]

heartopia has trouble with connection to begin with, so if globe is struggling, it'll exaberate the problem

[slate lantern]

yep globe internet itself is working fine

just need to go around

[mighty hedge]

Globe issue right now

[slate lantern]

more like sea server issue, are u on sea too??

[woven hemlock]

sea server specific, but it's happening to people with a specific network so far, so it's probably both

[slate lantern]

its liek that time with aussie

have hard time to connect to sea server xd

[woven hemlock]

yeah

or when portugal couldnt connect with nos/meo

[amber musk]

Yes, I'm in sea server.

[rare stream]

SEA connectivity issue, can't get in to the server. But on others it's fine...

[slate lantern]

u can try using dns or vpn

[silent moss]

Please help cant enter the game and join the town

[slate lantern]

that could probably work

[woven hemlock]

are you using Globe/GFiber and trying to connect to the SEA server?

[slate lantern]

the latency between the server and isp is bad rn

[silent moss]

Im on SEA

[dense kiln]

Is it really issue with Globe or Heartopia SEA server was having issues with their routing profiles? It's really frustrating as I only have limited free time to play(due to work), which is right now, and can't enter a town.

[celest urchin]

either the ISP did something or heartopia did. either way something changed on how they communicate hence the network issue being experienced.

[gaunt vapor]

same problems. i play for 30mins - 1hr before I start work and this happens 🙁

[rare stream]

Others can connect to the game now but sadly others can't...

[slate lantern]

for me it feel like heartopia server isnt being connected well to other isp that why u have a huge latency probably brought by when u updated?

[slate lantern]

yess

[woven hemlock]

someone suggested earlier it might also be because telecommunicaiton centers are trying to regulate data usage, not sure if that's true

there was an update yesterday/this morning, so it probably changed how heartopia and the network communicate

[silent moss]

So what do we now?

[mighty hedge]

Kagabi okay naman s globe

[slate lantern]

nah globe is technically not as shady as pldt rn

[gaunt vapor]

my routine of doing my quests before work 🙁

[slate lantern]

pldt before was good now its shady xd

same with the smart load packages

u take unli data just to get limited access

[woven hemlock]

hahaha. someone else said they always have trouble with globe dns, so maybe experience is to diff areas too

[slate lantern]

frr try mo na lang mag dns or vpn kung gusto mo itry sa globe wifi mo

[hollow dock]

Is anyone having problem entering town right now? SEA server

[violet oar]

you can play with data. i used data

[gaunt vapor]

sea servers with globe broadband / data networks

[slate lantern]

yaa signal is different for every part of ph xd

[silent moss]

Same hete

[rare stream]

Yes, what provider are you using?

[woven hemlock]

Help! I can't get into the game, and I'm using Globe network and trying to log in to the SEA server!

Players using Globe have had trouble entering the game today (possibly specifically for SEA server), it may be an issue from Globe' side. You can try the network troubleshooting tips, but so far it seems like you will need to wait for a fix from their side. Globe/GFiber are having issues, but SMART/Converge are apparently working.

In the meantime, since it may be an issue from Globe’s Wifi specifically, you can try logging in through mobile data or VPN, as that worked for other players. Some players said they were able to log in using SMART.

⭐ If you're able to log in using an alternate method, please open a ticket with Heartopia's support center to let them know it's happening, so that they can look into it from their side as well

[hollow dock]

I SEEEE kaya pala. Globe provider akooo

[slate lantern]

sea ka din?

[dense kiln]

Right? I already missed doing my daily quest earlier (habit of doing it before the reset) bec of the issue. Hopefully they canfix this before 24hrs. I don't want to missed out too much

[hollow dock]

Thank youuuu bbs 💘

[ornate hazel]

loko eh 0 ping tas pag nacoconnect nag rered ping haha

[slate lantern]

tanong lang ganyan sya after update or hnd ka pa naguupdate?

[storm hatch]

Grabe nga ngayon hays sana ma fix nila agad

[rare stream]

Same I think it's a Globe provider issue thing...

[ornate hazel]

nagupdate

[hollow dock]

Yessss!

[dense kiln]

I guess so...

[celest urchin]

Globe wifi or data has a problem connecting, switch to Smart/Converge

[rare stream]

Oo nga eh bigla 10k to 20k+ sakin kanina

[opal lynx]

I don't think it has something to do with the ISP. I'm using a local ISP exclusive only to our community but is also experiencing the same issue.

Did every troubleshooting suggestions I got from here but to no avail.

So I guess I'll just wait for the dev's fix to this.

[slate lantern]

i mean if its only just heartopia

but if eveyr game u play also have this issue

then yes

[opal lynx]

Note that my internet connection is perfectly fine. I'm WFH and not encountering any issues with work matters.

[amber musk]

VPN worked I used Turbo vpn on my phone and it worked. Thanks!!

[ornate hazel]

i played pgr earlier it was fine haha

[slate lantern]

yaa so im guessing

it just heartopia sea server cant connect well with our globe

ohh can u guys try in tw server

just curious if it same thing too

[faint vault]

-# This is Dani’s plan to just get everyone on TW server

[silent moss]

Tried entering another server still cant enter any town

[hidden plaza]

i can log in with my tw server but not with my sea server.

[slate lantern]

noo im curious im also using globe and from tw

that why i dont think its globe isp porblem but more sea server

why is it always sea

[silent moss]

I already used data

[woven hemlock]

the people having trouble were all from PH earlier

[faint vault]

-# I know, I’m just messing with you

[slate lantern]

who have problem with networking

[hollow dock]

Pinakamadaming playersss hehe

[celest urchin]

if it's a SEA server problem, then everyone shouldn't be able to connect

[hidden plaza]

I can enter towns in Tw server but not in sea server. it's stressing me out lol

[slate lantern]

fr kala ko lahat ng pinoy tw, yun pala SEA din

[dense kiln]

Should I try entering a different server? 🥲 And start my life as a brand new character all over again? 🙉

[slate lantern]

noo everyone have diff latency jusko po xd

im not saying sea server entirety of itself

[faint vault]

It’s probably a combination of both. This is exactly how it happened when Portugal had the issue. Their connection was fine elsewhere, just not HATO

[woven hemlock]

its a good opportunity to take what you've learned and apply it to a new character, so that you have something to play if ur main server goes down again

[slate lantern]

ehh no this can be fix

[woven hemlock]

for portugal, it would be fine at certain hours (iirc like past midnight), and then as soon as it hit a certain time, it stopped working again

[white warren]

Heyy be patient, we are aware of this problem and we are collecting the information in order to up the information to the team

[dense kiln]

My pets 😰 they are probably starving now 😫

[woven hemlock]

hi daly ty

[silent moss]

I guess for now we just need to repory the issue and wait for the devs reponse 🥺🥺🥺

[faint vault]

To be fair, dogs are always starving. I swear, I turn around after and they’re hungry again

[woven hemlock]

hopefully the devs can fix something on their side to help you guys

[silent moss]

No normal routine today of daily accomplish task 😭😭😭

[hollow dock]

I thought it was just my dogs HAAHAH

[white warren]

All people who have this problem, please open a ticket to the support center via the start page if you can, it would help a lot🩷 🩷

[celest urchin]

bad time to be on-call engineer in hato 😄 lol

[woven hemlock]

so far, they can only access the support center if they can get an alternate method to work (EG vpn), otherwise support center isnt loading

[silent moss]

Agree so might be devs would be highly resolve the issue asap

[quaint nexus]

@everyone Discord has just made an announcement: It's bad news, there's a possibility of a cyber attack event taking place tomorrow or later tonight on all social networks, including Discord. There will be people trying to send you gory images, racist insults, filthy pictures, and there will also be IP thieves, hackers and doxxers.

I advise you not to accept friend requests from people you don't know, and to remain cautious. Also spread this message to other servers or communities where you have admin or owner permissions, and use mentions to spread the warning. I hope everyone stays safe.

Also, make sure you're offline tomorrow or at night, as this will reduce the risk to you. If possible, send this message to your friends to spread the word more quickly. I repeat, remain cautious.

It doesn't matter if it's true or not, the important thing is for everyone to be vigilant on this delicate subject.

Broadcast by a moderator in case of emergency.

Feel free to share this information with your servers too, if you have any. It could be a false alarm, but if it isn't, it's better to warn as many people as possible!

Please stay safe and thank you for your time

[faint vault]

Best time to do it now since their day just started too lol

[rare stream]

It's everyone's dog... They are always hungry

[somber rose]

Does it work with VPN? What ISP you have?

[white warren]

Oohhh

[simple swift]

me rn globe T.T

[woven hemlock]

where are you seeing this announcement? i don't see anything on their twitter or their security page

[dense kiln]

Fr tho. Dogs be like starving all the time, even with my auto feeder being always full. They prolly have parasites living in their stomach

[celest urchin]

lmao, ban that guy. spreading fake news

[somber rose]

Everyone who haves logging issues is using Globe?

[earnest wigeon]

Hi guys, how much rolls do we need to get pogo stick? (The pleasant wolf event)

[faint vault]

The vast majority seems like it is

[silent moss]

Welcome to club bruhh

[sonic rover]

Hello would like to ask if the SEA server is down? Huhu i can't even enter the town.

[shy forum]

Sameee

[woven hemlock]

Globe / Globe Fiber, from PH usually, trying to enter SEA server. other servers work fine for most, but not all

[somber rose]

Globe isp?

[silent moss]

A lot of people now is experiencing same issue

[sonic rover]

Yes. 🥹

[somber rose]

Globe ISP?

[simple swift]

if Globe SAMEEEE Sea server here

[white warren]

Thank you for your cooperation guys, its apprecited

[silent moss]

Im not a globe user but i cant join any town as well

[woven hemlock]

We've been suggesting to try mobile data (eg SMART) or VPN so that they can at least log in, then they can open ticket

[sonic rover]

May pinoy pala hahahaha same sea server din huhuhu

[shy forum]

Yes🥺 I cant login since a hour ago ... But a friend saw my char n pets

Managed to enter my asia acc tho

[simple swift]

daming pinoy dito T.T AHAHHAHA

[errant oar]

May nag report na ba?

[silent moss]

I did.. go on report as well so they can be allerted with a lot of reports they recieve

[dense kiln]

Will my acc on SEA server retain even if I were to open up a new acc on a diff server? I'm itching on playing Heartopia fr!! 🥲

[rare stream]

I've filed a ticket .. Waiting for response

[sonic rover]

Parang wala akong nagiging friends na pinoy HAHAHA

[woven hemlock]

yes, it will still be there. you're essentially making parallel accounts, and can switch between servers at any time to play the other character

[silent moss]

Were you able to bond your account to gmail or fb account

[ornate hazel]

im in gumamit ako vpn

[gray haven]

It's the SEA SERVERS bug not Globe Network cause I've tried entering other servers and I can go there without a problem

[somber rose]

Gomo? Or what ISP do you use if I may ask?

[rare stream]

All servers have different characters when you create

[simple swift]

what vpn? proton po ba?

[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]

u can try dns or vpn if it works~

[dense kiln]

I see. Time to create new email for Asia or Global now 👀

[errant oar]

It could be related to ISP considering I see other people entering SEA server just fine

[slate lantern]

meron din nag try turbo

[shy forum]

Oh I managed to enter with my dito data!

[silent moss]

How?

[slate lantern]

ohh nicee

[dense kiln]

Binded on apple and steam

[slate lantern]

uh u can try downloading warp 1.1.1.1 or proton

[shy forum]

But the data's too weak to handle heartopia hahaha oh well...

[silent moss]

Thanks.

[simple swift]

i also do this but its draining, much better use vpn while u have ur wifi

[gray haven]

I will try the VPN thing, maybe it will work on mine

[formal cairn]

is there a way to fix this on pc?

[teal trout]

Me using globe data still cant log in.

I did reboot my phone also...

☝️🙄😳😳😳

[slate lantern]

well games arent that huge on data consumption basta wag ka lang mag tiktok, pwede mo din increase kunti with dns xd

[shy forum]

Hahaha 😭 I'll just be waiting for the fix x.x

[woven hemlock]

don't need to create a new email! when you're on the start page, click the globe icon next to the start button (where it normally says SEA for you), and you can select a new server to log in to

[maiden abyss]

Was able to enter Asia but not SEA

[simple swift]

did anyone try playing other games if its lagging?

[keen lake]

Same XD the ping numbers are abyssal qwq

[floral hound]

If i enter a new server will i will need to start a new life?

[slate lantern]

try using vpn

[zinc haven]

I cannot login to sea server since 3am

[shy forum]

Yepp but data's weak in my home sadly

[rare stream]

Yes

[floral hound]

noooo 😭

[slate lantern]

ohh true in my area dito isnt that great majority being dominated by pldt/smart xd

[hollow dock]

Okaaay so confirmed nga globe ang may problem

[simple swift]

is it free?

[woven hemlock]

you will create a new character on the other server, but you can return to the original server at any time

[celest urchin]

means either Globe or Heartopia did something to their network connections

[white warren]

Are you using globe isp ?

[slate lantern]

meron sila free version random country but ig it works xd

[shy forum]

i just keep my dito number cos its cheap HAHAHAHA 100gb data but cant use em🤷🏻‍♀️

[formal cairn]

up

[crisp perch]

Just as I was about to get back into the game huhu

Probably just create a new one on the asia server in the meantime

[errant oar]

If its related to ISP, I wonder if they could even do anything about it...

[slate lantern]

truee i order one rn kasi ang ganda nung load offfers nilaa, naaumay ako sa smartt HAHA

[dense kiln]

Wow really? That's a lot easier! Thanksssss

[slate lantern]

question did u cant connect after the update?

[shy forum]

Why can I enter asia acc but not sea acc is the question thoooo @.@

[floral hound]

So i think this is my chance to try pony cars in a new server 😭 😋

[crisp perch]

Its probably a SEA server issue

[silent moss]

Good. No need to worry you can still play the current level you have same as usual.. lets just hope the issue wil lbe fix soon

[simple swift]

then maybe there is something wrong with globe - sea than globe - asia servers

[shy forum]

But its not as prominent as typhoon odette era 🙁

[maiden abyss]

I can even enter america but not SEA

[errant oar]

I connected just fine yesterday evening. If they updated as I was sleeping then I guess so yeah

[warped forum]

new game: may the one with the highest ping win 😭

[dense kiln]

Yes apparently.

[amber marlin]

What happen to sea server today?

[slate lantern]

ya there currently a new update in game

[warped forum]

cant log in since 4am :/

[slate lantern]

so i was guessing that thing tht cause the missconnection

[shy forum]

25k xD

[heady atlas]

I can't playyyyyy

[simple swift]

okay confirmed i tried playing dota sea server it doesnt have any issues, maybe its from hato sea server

[amber marlin]

Same here, but my friends from SEA CAN

[floral sorrel]

Ah, so its a Globe Issue? Came here to check whats happening cuz after update, I couldnt log in with ping saying over 15k for SEA server.🤣

[slate lantern]

wehh malakas sya dati?

[warped forum]

im from sea. 2 devices cant log in

[heady atlas]

Whats happening?? I want to play😭😭

[zinc haven]

Yes

[sullen sluice]

I will gonna miss the rain in heartopia again ;-;

[young peak]

i'm in sea server, also can't log in

[slate lantern]

yaa i was thinking its porbably the update xd

[errant oar]

Well while waiting for a fix, do your chores people 🥀

[slate lantern]

did u try repair? (just curious)

[cedar niche]

SEA here: PLDT works on PC and Mobile

[simple swift]

done with those alr T.T

[floral sorrel]

Fr cuz I was able to log in last night before sleep. 🤣

[celest urchin]

from ChatGPT 😄

[teal trout]

Ooooh it think there is a problem in logging in.

[maiden abyss]

Im not sure, Ican enter america and Asia but not SEA,

[floral hound]

😭 my daily routine 5 tasks, planting, feeding animals and training cats, its SHAKING!!!! Noooo 😭 😭

[dense kiln]

Hopefully yessss. I'm missing my pets already 🥹

[sullen sluice]

Yea i just finished my in real life daily request from parents

[slate lantern]

after update u cant login?

[shy forum]

it was a very big help to us in Leyte during typhoon odette. Globe n smart were down for days and dito was the only cellular data working

[teal trout]

Yeah

[slate lantern]

same and it still working xd

[simple swift]

its a Globe issue guys T.T with hato sea server, i can play dota sea server so it has something to do with hato i hope they can fix it T.T

[floral sorrel]

Oooh. I didnt know that. My friends and I play on SEA but idk if they are affected as well.

[maiden abyss]

My grapes are over riped now

[warped forum]

i was able to log in after update. but by 4am i wasn't able to proceed

[shy forum]

HI FIVE 😭

[woven hemlock]

gonna turn into wine if you don't get back in soon

[slate lantern]

ohhh woww that actually a great info, lalo na around pandemic na yun right?

[simple swift]

uy leyte T.T small world HAHAHA

[low pecan]

My corn turned popcorn on itself

[slate lantern]

ikrr

[dense kiln]

Saved u time and ingredients 🤣

[somber rose]

Hi everyone!
We’re aware that some players on SEA server are currently experiencing login issues, and we’re looking into it
From what we’ve seen so far, it may be related to certain network conditions, but we’re still reviewing.
In the meantime, some players have been able to log in by switching networks (e.g. mobile data) or using a VPN
Thank you for your patience!

[warped forum]

sun popped all the corn 😭

[floral hound]

my cats must be eating from cold feeding machine 😢

[teal trout]

Yeah yeah. I did go reboot. I think the update with 60+mb yesterday mess with this...

[shy forum]

Hehe but my fam moved to davao 2 years ago

[errant oar]

Well my pets have been hungry for a week now another day without food is fine I guess 💀

[slate lantern]

could bee

[heady atlas]

If i use vpn what country?

[dense kiln]

Noooo 😭 I'm starting to worry abt my cats too. They must have thought I already abandoned them 🥹

[shy forum]

Yesssss it was awful, but at least we had electricity just no globe and smart cebu n samar were worse hit

[slate lantern]

any works fine maybe something closer to u like hk or sg

[wise silo]

Hello I'm from sea server and the game is not loading even after several troubleshooting steps. like restarting wifi, clear cache, reinstall game, tried using mobile data. This issue is occuring through my phone, ipad and PC. I came to conclusion that this might something to do with my account. Can anyone help please?

[heady atlas]

I'm from ph where should I choose?

[dense kiln]

Good thing pets in Heartopia doesn't die 🤣

[amber musk]

Yes, using a VPN worked for me. I use Globe as my ISP. I tried experimenting by disconnecting the VPN while already in the game, and it disconnected me. Ill use a VPN for now until the issue is resolved.

[slate lantern]

that actually sad especially its the big 2 isp

[floral hound]

Yes, theyre my one favorite aspect in the game. I never let them go hungry. I wake up in middle of the night to log in and feed them.

[slate lantern]

hk or singapore since close sya sa atin

[heady atlas]

I dont know how to use vpn, can you help me pleaseee😭

[warped forum]

from sea server here. tried to proceed with sea server, ping shoots up and cant log in. tried different server, smooth as hsperjflaoebslfndiwndbfownbdslwn 😭

[simple swift]

anyone can suggest free vpn? T.T

[floral hound]

same 😭

[slate lantern]

uhh just use turbo na lang so u dont need to choose or ano ba vpn yan?

[teal trout]

Nd ba bad sa health yan? Haha

[heady atlas]

I don't know wala akong alam sa vpn e

[wise silo]

UP please. I did nothing bad in game so i don't think i should be ban or if I'm banned.

[slate lantern]

oof ahh ano vpn ba dinownload mo or meron ka na ba?

[simple swift]

are u from ph? because globe has some issues rn

[slate lantern]

u ph too with globe as connection?

[dense kiln]

Right?? It's so cute when you interact with them. I feel like a responsible fur parent when I bath, feed, and play with them

[gray haven]

I don't know what VPN to download lol

[slate lantern]

u can try turbo or proton

[heady atlas]

Wala and i don't know how to use or anong gagawin ko huhu

[slate lantern]

lol oke lang take ur time for now try mo download turbo

[low pecan]

DDOS attack