technical-help

[wise silo]

Yeah! exactly! Im using globe as our ISP. Tho, the issue persist when I use mobile data. its a GOMO sim by the way.

[slate lantern]

ahhh gomo use globe signal

[heady atlas]

Is that free app? How to use that?

[gray haven]

Do we need to pay for it to use it??? Cause I can't pay it lol

[slate lantern]

yepp download mo lang tas meron dyan nakalagay turn on

[slate lantern]

nope free i know we need it free xd

[heady atlas]

Anong itsura ng app? Ang daming nalabas

[white warren]

Look the pinned message

[arctic swallow]

There's so many glitches after the update

[slate lantern]

if i recall its a rabbit

[woven hemlock]

Help! I can't get into the game, and I'm using Globe/GFiber/GOMO/TM 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/GOMO are having issues, but SMART/Converge/Dito/PLDT/TNT 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.

⭐ 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

[teal trout]

Go for free...

[slate lantern]

Try this

[gray haven]

Ok ok try ko download si Turbo , sana gumana 🥲

[simple swift]

i got in using turbo vpn T.T it has 200+ ping but its kind okay i guess?? 🥹

[slate lantern]

Pag hnd try mo din proton

[wise silo]

Thank you so much guys! lemme go ahead and install it.

[slate lantern]

temporary muna

[arctic swallow]

Wifi (Converge) works for me, but not mobile data (Globe/TM)

[slate lantern]

try mo nga sa singapore server

[slate lantern]

yeam globe/tm/gomo are using globe signal

[simple swift]

OH NICEE 76 ping guys go to singapore serverrr

[woven hemlock]

should i add TM to the list too

[white warren]

We love you hato helper, thank you for your cooperation and your involvement in helping the players

Thank u !

[arctic swallow]

Thank you very much !

[slate lantern]

yaa mas closer yun kaysa sa aystralia xd

[wise silo]

is it okay if you are using wifi while connected to vpn? or i should be using mobile data?

[floral hound]

I log in in a different server. I got 50 p

[rain cobalt]

hi my nakabili naba ng red dias or topup gumana ba? hindi kse ako maka topup ng kahit ano khit membership😭

[slate lantern]

mas oke vpn kasya mag gastos ka ng load xd

[simple swift]

bwuahahha mb thank you tho

[slate lantern]

all goods

[zenith tide]

can someone ping me if you can already login SEA server using Globe? Thanks

[slate lantern]

u can try using vpn as temporary way

[simple swift]

u can use vpn im using it rn its free

[wild axle]

Can’t login as well my wifi is parasat. Works perfectly fine only when logging in game doesn’t work.

[floral hound]

this feels kinda boring starting a new life

[cloud brook]

[slate lantern]

did u try:

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

[shy forum]

I feel awful for "training" my 2 doggies to eat from the machine then hahahaa

[lament prawn]

Has anyone tried reinstalling? Did it work or no?

[warped forum]

cant log in in +7. tried in +8 and i got in 🙄

[wild axle]

It does work in data but I prefer wifi as data heats up my device so easily.

[shy forum]

I did! But really cant enter sea acc

[slate lantern]

okee so did turning ur wifi on and off or forgetting it didnt work?

[slate lantern]

u can try using vpn for temporarily

[gritty hollow]

Can’t login as well

[heady atlas]

Didn't work

[slate lantern]

yes globe/tm/gomo use same globe signal while tnt/smart/pldt use same signal and converge its own thing same way with dito

yes we have a ton of sim/internet provider

xd

[simple swift]

did u use vpn alr?

[warped forum]

it really is server issue guys. GLOBE is my ISP. cant log in in SEA server since 4am, but i can proceed in other server (+8, as seen on this pic)

[wild axle]

Nope didn’t work. I have 2000 ping when trying to click start town. And I can play other games, is this due to recent update?

[woven hemlock]

will add TM and TNT to the list, ty dani ❤️

[heady atlas]

Yes

[gritty hollow]

I think it’s because of the new update. Hope they fix it soon ❤️ my pets need to be fed lol

[slate lantern]

yes could be main reason for now u can try using vpn or dns

[slate lantern]

yung turbo na orange right? nii restart mo muna yung game?

[wild axle]

It’s frustrating, ever since the update the game becomes so laggy. Have so many issues and now this. Not to mention the rigged gacha system. This is not how the gamers be treated. Seems to me they are just trying to milk people here lol

[simple swift]

lets be real, u dont have to pay to enjoy the game tho? it also applies to other games

[gray haven]

Try PROTON it works on mine! Thank you @slate lantern for the tips

[worn kestrel]

does anyone else get this when logging in through the phone? how to resolve?

[slate lantern]

ya if turbo didnt work try proton

if proton cant try tunnelbear

[simple swift]

are u using globe isp? use vpn

[small hamlet]

can’t believe we’re having this problem just after i bought the event pass this morning ???? hahaha

[slate lantern]

same i have work xd

[somber rose]

Hello I understand the frustration with this issue.
Let’s try to keep the discussion focused on technical problems in this channel so we can help more effectively

[worn kestrel]

its from my friends, both getting the same error. ill ask if theyre using globe but can i know if thats the only way to resolve it since they're not really tech-savy to be using vpns

update, yeah theyre using globe

[floral hound]

I think this is sign for me to stop playing Heartopia. I feel like missing for a day make me feel left behind.

[maiden abyss]

I now have 0ping and still cant log in lol

[woven hemlock]

0 ping actually means there is no connection, you don't want 0 ping

0 = it can't communicate with the server / network

high ping = it can communicate, but very very poorly

[small hamlet]

is it really not working for globe users only?? haha

[simple swift]

atm its the only way to resolve it, the hato team is currently working on the issue right now and dont worry using vpn is just like cooking fried egg. just download proton/turbo vpn (its free) choose singapore/hongkong server and play ^^

[slate lantern]

specifically globe in sea server xd other games/server works naman

[zenith tide]

I don't wanna use VPN

[slate lantern]

yikes edi mobile data ikaw bahala honestly xd

[floral hound]

my ping in SEA vs HK 😢

[ornate hazel]

Aight i used vpn and i did my daily now we wait for it to be fixed

[slate lantern]

oh yeah did u try doing the vpn for now?

[floral hound]

my ping in HK Serve

[wild axle]

Yes that’s true but at least we get what we pay for to really enjoy the game.

[worn kestrel]

thanks! id let them know. Seems like everyone's struggling with it

[wild axle]

Thank u @slate lantern vpn works now but I hope they do fix the SEA server issue with wifi use

[slate lantern]

hopefully so, im sure its been escalated rn so it can be fix faster

[delicate veldt]

you also? i got the same ping in sea server

[fervent cypress]

getting the same ping at SEA server

[maiden abyss]

Ok now I'm in, I used proton

[floral hound]

I dont know but i used turbo, restarted and got 0 ping

[slate lantern]

oof try proton instead

[marble comet]

Thank goodness I'm not the only one, was gonna come here to report that game won't load (from sea)

[maiden abyss]

I used proton and now I'm in

[slate lantern]

yaa a lot from ph using globe in sea server have issue rn xd

[violet oar]

what's the easiest way to use VPN?

[dusky mango]

SEA server dead? from 🇵🇭 here
I keep on pressing start and it would say "Matching town" but I'm stuck on the Start screen

[woven hemlock]

Help! I can't get into the game, and I'm using Globe/GFiber/GOMO/TM 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/GOMO are having issues, but SMART/Converge/Dito/PLDT/TNT 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.

⭐ 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

[slate lantern]

for now u can try using vpn

or if u want to load its fine too xd

[celest urchin]

can confirm that VPN works fine without any issues

[slate lantern]

im against at extra money pay xd

[violet oar]

what's the VPN i can use?

[slate lantern]

u can try proton/turbo if any works between them~

[simple swift]

proton or turbo or anything will suffice just choose a good server example singapore/hk

[final grove]

in what country did you connect

[marble comet]

Cries in globe user and broke user

[dusky mango]

i'll just wait for this to be fixed (if fixable lol) i can't afford the pass what more the VPN 🤣

[magic ridge]

Can't still join. What is happening HATO?

[celest urchin]

Used Proton VPN and auto-connected me to Japan

[slate lantern]

vpn is free, load is well load xd

[simple swift]

proton and turbo is free ^^

[final grove]

Okay thanks I'll try it

[slate lantern]

as a broke user myself i only do vpn/dns xd

mobile data is the last thing ill do HAHA

[olive stream]

Tried using turbo vpn, but im getting 0 ping

[floral hound]

I managed to login. Proton VPN. Since I dont know anything about VPN. I think i clikced random connect, i\m connected to japan.

[slate lantern]

okee we switching to proton now

xd

[dusky mango]

my mobile network is Globe as well as my internet provider lol

[slate lantern]

oh that why if u can choose try to go on a country close to use like hk/singapore

[slate lantern]

oh dang ur a loyal globe user lol ya only vpn na lang

[floral hound]

i think it requires payment if i choose.

[slim slate]

how long will they gonna fix this

[slate lantern]

ohh dang ig just gonna live with that ping for now, but can u login na?

[dusky mango]

guess i'll just work today 🤡 aaaaaaaaaaaaaaaaaa

[floral hound]

yes. buts its okay. I think i will not cook truffles for now.

[slate lantern]

only choice huhu its too much just to buy another sim card na smart xd

[sturdy lagoon]

Can't login 🤣 repair this or i will change to new games 🤣

[jaunty carbon]

No watering of plants today I guess

[slim slate]

cries in both globe & tm in wifi & mobile data 😭 😭 😭

[slate lantern]

naurr try mo muna vpn

im glad na internet ko globe and sim i use smart tho im tw server so i dont have this issue xd

[floral hound]

my cats must have waited long for me. I\m in now using the proton VPN. manageable.

[weak spear]

pc?

[floral hound]

pad

[slim slate]

maybe later if di pa rin nila nafifix, guess im going to do my real life dailies muna

[slate lantern]

cge cge hopefully ma fix na

[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 stream]

I got in with Proton vpn too

[slate lantern]

ayy lets goo

[warm roost]

is hato having technical issues, i can’t open

[slate lantern]

let me guess are u from ph too, sea server, globe ?

[warm roost]

all check 🤣

[thick stream]

whyyy? what's gotta do with it?

[slate lantern]

oke try muna vpn/dns

whichever prefer nyo

[slate lantern]

sea server may issue kay globe/tm/gomo xd

[crude dome]

Hello same issue but my wifi isn't globe.

[slate lantern]

ayy lets do some network troublehsoot

[thick stream]

[slate lantern]

did u try:

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

[timid radish]

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

[slate lantern]

there should be another one that look like a bear all hands up?

[violet oar]

im using vpn. and im able to connect now. im using proton free version

[timid radish]

i am pretty sure that is what the quest unlocks.

[thick stream]

thanks! got in now xD

[runic blade]

No, she sould have it in her backpack. Azure gave her as soon she accepted the quest

[slate lantern]

Yepp

It's the one look like a bear all hands up idk how to explain it more xd

[runic blade]

This

[timid radish]

yes i know what it is i play heartopia lol. sorry about the quality but she doesnt have it, nor in her warehouse

[drifting bramble]

You only have so much room digitally to make a house. If you build or put too much stuff you use up all the digital storage space.

[runic blade]

I know.. lol. I was showing them what it looks like

[slate lantern]

even mail?

[timid radish]

U SOLVED IT

[slate lantern]

yipee

[slate lantern]

wow ur sis rarely check mail i must say xd

[drifting bramble]

Oop... my bad sorry...

[heady atlas]

Is the issue alr fix?

[slate lantern]

uhh idk u can try it if it work fine?

[dense cobalt]

Im having trouble with a quest by mrs joan it wont let me feed my cat

[foggy wraith]

your cat is at max hunger, u have to wait till the % drops and feed again

[dense cobalt]

Ive been waiting for 2 hours already

[woven hemlock]

cats lose hunger very slowly, especially compared to dogs who lose all their hunger within hours

[dusky mango]

aaaaaaaaaaaaaaa i got in naaa!!!
wala namang burglar sa konbini ko hahahaha char

[rapid rapids]

Same issue 😭

[dense cobalt]

Like 5 hours or what we talking

[timid radish]

yes, she is 9 😭😭😭

[slate lantern]

ooof make sense now xd

[slate lantern]

u can try doing vpn or load whichever u like

[dense cobalt]

https://tenor.com/view/wall-gif-26450094

[half cove]

Probably it depends, but for sure the next day it will probably be hungry again

[runic blade]

Can be, also depends the traits. I would suggest to walk around the neighborhood and find a starving cat to complete your quest

[dense cobalt]

@runic blade i did that cuh i fed one of my neighbors cat

[half cove]

I recommend maybe to just wait till the next day

[storm hatch]

Guys the issue is already fixed

[formal flower]

Hi! My SEA server account is unable to enter town after update

[slate lantern]

let me guess ur from ph, sea server and globe?

[slate lantern]

huzzah

[formal flower]

Yes 🫠

[slate lantern]

u can try using vpn for now like proton or load if u prefer that (not globe sim)

[frail bridge]

we have same issue

[small thorn]

Door glitch? Or wall glitch? Why ...

I have an area in my house where I blocked with doors and I have home setting for door inaction on me only. Restarted my game many times and changed towns and everything but, everything behind those glass doors (all my food items, winter foods) disappeared except for some popcorn ....

I think another player somehow glitched through the wall and are all the food. Is that even possible? I'm FUMING rn... Is this a bug? Or what?

[dull stag]

Hi need help, I’d like to ask who I should contact regarding a purchase issue. I paid $4.99 for Heart Diamonds, but it hasn’t been credited to my account. I used the Play Store and my e-wallet. My Junior Pass purchase went through without any problem.

[hidden plaza]

it's working now!! 🥰

[woven hemlock]

if a player ate the food, you should have gotten a notification when they did, similar when they like your home / read a book set out at your plot / water your plants / etc. If you didn't get such a notification, it's unlikely that someone ate the food do you have the 'consume food' setting set to 'self only'?

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

[small thorn]

Yeah I saw that player eat the food in my notification. Consume food is anyone, but door integration is myself only

[woven hemlock]

was the food right up against the door, are there any other entrances into the room (eg a balcony)

[small thorn]

Nope. I made a 1x2 area with walls and 3 single doors on 1 side with the wall shelves inside.

[quick nova]

My game is not allowing me to select the Amazing Seasoning when making any dish. It's been about a week. Any suggestions?

[verbal basin]

Anyone else have this happen before and know what to do to fix it?

[woven hemlock]

did you use those see-through doors with glass? trying to recreate it in my house

[small thorn]

Yes the single glass door

[olive stream]

No vpn?

[woven hemlock]

hm i'll have to get a friend later to help me test whether it's possible to reach through the door to eat the food, since i'm the house owner, i keep getting the door opening icon

regardless, there are players in the game who like to troll, so it wouldn't surprise me if they found a way to glitch through and eat the food. one player was so determined to enter my friend's house that they used their car to get tall enough to jump in through the balcony, even though my friend had all the doors locked. the only way to ensure that someone doesn't eat the food is to turn the food settings off unfortunately, but you can report the case to the staff through their support center so that they can look into it as well

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]

do you have the amazing seasoning in your backpack, or in your warehouse? move it into your backpack if it is in your warehouse

[silent moss]

Thanks for the advise. Able to play game for now. 💕💕💕💕

[woven hemlock]

try rebooting the game, if that doesn't work, try clicking repairs on the start screen

[quick nova]

I have them in my backpack

[silent moss]

No use been done that.. just use a vpn to save time

[woven hemlock]

not every error is the same as yours

[verbal basin]

I was able to fix it by using the repair button, I’ve been playing since release day and never even knew it was there 😂, now I do though, thank you for trying to help!

[small thorn]

Yeah my guess was that person did it on purpose but I really wished it were a bug and that later when I get on, all my food will be there thanks for looking into it though

[woven hemlock]

if you got the notification that someone ate your food, then

otherwise we could have tried repairing the game to see if it was a glitch

but the notification places it a lot more likely into the 'someone did it on purpose' category

[woven hemlock]

the repair button essentially fixes any corrupt files, useful if you get weird errors in the game. and now you know where to find it~

[silent moss]

Well good luck on those trying to reboot and clicking the repair icon.. depends on your choice what you will do.. but mostly we done that and the game was only played after using a different data network aside from globe.. or by vpn

[verbal basin]

Definitely will remember that next time, thank you again

[woven hemlock]

what happens when you try to use the seasoning?

[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]

like i said, not everyone has the same error you did

[quick nova]

It doesn't have the select button. I can see the seasoning though at the bottom of the screen. Just ran a repair to see if that fixes it.

[woven hemlock]

oh strange, yeah try the repair button and see if that brings the button back

[foggy wraith]

oh someone having this issue at #gameplay-help currently

we're asking them to try repairing as well

[woven hemlock]

hopefully its not another recurring issue that i have to make a copy paste for

[small thorn]

I reported the person for potential wall glitching. Maybe someone will look into it and see if they are hacking...

[silent moss]

Nah.. bruhh why trying to compete.. like i said as well it depends what they want to do.. why making it a big deal.. were all here to help everyone

[quick nova]

So embarrassed but I'm going to post anyway lol. My screen was too bright and I couldn't see the select box. Thanks so much for your help! 🤣

[woven hemlock]

you don't need to hack in order to glitch, many games have glitches that allow players to go out of bounds/etc

[shy forum]

Yehey it works now globe chingus~~~ hahahaha overriped grapes sighh

[woven hemlock]

LSJKDFLKJSDF oh thats really funny, i'm glad it was such a simple fix though!

[cyan rampart]

Is the Globe issue fixed noww?

[woven hemlock]

idk, you're the one who told us not to bother with repairing the game when it clearly worked for that player

[woven hemlock]

give it a try, there've been a few people saying they can get in now

[slate lantern]

ohh so ur that friend xd

[quick nova]

That's my daughter in that other chat LOL! I just found out she was trying to help 🤣

[slate lantern]

yeah we found out ur the mom

aye that was some funny solution

[foggy wraith]

im laughing

sorry but its funny

xd

[woven hemlock]

glad it was such an easy fix though

[small thorn]

That's super unfortunate then. For me... 👁️

[woven hemlock]

if you're ever interested in seeing people take advantage of glitches, a lot of speedrunners do in order to get quick finish times

there's a speedrun event called games done quick where people showcase them across different games to raise money for charity, it's fun to watch

[silent moss]

Maybe you just dont understand.. i said it still depends on their choice..

[teal trout]

Thanks a lot. I can log in now.

[crisp perch]

I was able to login using PLDT

[slate lantern]

i mean the one who mostly have problem with globe xd

i think they already fix it? or nah i cant tell

[woven hemlock]

i was referring to this, as clarification

[woven hemlock]

new globe players aren't coming in here saying they can't log in anymore, so maybe its fixed now but there were a few who sai dthey can get in now, so fingers crossed

[small thorn]

Yeah I know about those. I guess it's time for me to learn how to glitch too

[slate lantern]

yatta

[woven hemlock]

is this ur villain origin story

[small thorn]

I mean if you can't beat 'em. Join 'em right?

[hollow falcon]

Hi! I don't know if anyone ever had this issue, but i've been meaning to build some furniture from the dreamlight cinematics event (mainly the stove) and the recipe just doesn't show when i go to my workbench... is this a known issue? i'm dg level 30 and i have unlocked the recipe from the season pass so i'm not sure why i can't build it

[slate lantern]

i like this way of thinking xd

[slate lantern]

can u check if u learn it like if it still in ur mail/warehouse/bag?

[silent moss]

Yes i did said that.. but still you have the freedom to do what you want.. and for the account its not as well misleading advice

[hollow falcon]

yess i just did and it's not, i did learn it and all as soon as i got it :( i'll just try restarting my game and hope it works

[silent moss]

Also move on bruhh.. seems the error has already been fix by devs

[woven hemlock]

I’m confused, you suggested using VPN when i was helping a player with an entirely different issue, it wasn’t related to the Globe network

[slate lantern]

hopefully try repair too or check ur recipe apps if there

[random trellis]

Is sea server issue fixed?

[woven hemlock]

Give it a try, other players said they were able to get in

[hollow falcon]

i shall!! thx boss

[slate lantern]

i shall pray for uu 📿

[simple swift]

ya it works already

[ornate hazel]

its fine now

[woven hemlock]

thank you for the update!

[fallen orbit]

Hi!!! Question.. I unlocked the smart wavy twin tails from gatcha but is not appearing in my wardrobe? Is this a bug? 🥺🥺

[uncut bramble]

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

[woven hemlock]

Hair and face changes are made through any mirror! The ones you see in the dress up page are actually wigs, which is why they appear under hats

There’s mirror you can craft at the workbench, like the joinery mirror, or you can use the ones at dorothee’s shop, on the second floor

[fallen orbit]

Got it! Thank you so much! 😊😊

[sudden ibex]

pain. i wanted to scroll up and see how you put 3 carts together but its long gone up there

[covert compass]

Just to inform y'all and ye thanks btw I can enter now on my SEA server account, Globe could've fixed something in their end. And I still did miss my daily tasks

[toxic prawn]

I bought all the event recipes and they are not in my inventory

[woven hemlock]

check with #gameplay-help , they usually know where to look if youre trying to learn a glitch

[sudden ibex]

did you you learn them maybe? you wont see them on a normal oven youd need the popcorn cart

[woven hemlock]

in addition to what pandy said, can you check your backpack, mailbox, and warehouse for an unlearned recipe?

[toxic prawn]

ohhhh okay i can check

[sudden ibex]

oh ty. I didnt realize i ended up in wrong channel backs out in embarassment

[woven hemlock]

thank you for visiting~

[toxic prawn]

Thank you @woven hemlock && @sudden ibex that's exactly what was wrong, i needed the popcorn cart lol

[vestal swift]

Bonjour désolé de vous déranger déranger mais jais beau lire et relire ou chercher des vidéos pour comprendre je ne comprends pas comment touver les oeuf secret ni où voir les pinj indiquer enfer je comprends rien à la mis à jour bas au 2 j’aurais bien aimé de l’aide pour avoir une explication plus facile à comprendre car il reste 1 ou 2 jours et jais rien compris pourtant jais essayé de le faire seul mais je crois bien que je vais être pénalisé donc mercie de m’aider bas si vous le voulez bien bien sûr jais pris des captures des 2 truc que je comprend pas la mis à jour du 4 au 27 et celle du 21 au 27 mercie encore cordial

[woven hemlock]

Bonjour ! J'utilise Google Traduction, alors veuillez m'excuser pour d'éventuelles tournures maladroites. L'événement de chasse aux œufs se déroule du 4 au 27 avril ; il n'a donc pas encore commencé !

==========

hello~ i am using google translate, so please excuse any awkward wording. the egg hunt event is running from april 4th to april 27th, so it has not started yet~

[cursive junco]

i need help w this too

[uncut bramble]

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

[solemn mist]

any luck?

[woven hemlock]

it may be a visual bug, you can try switching towns to see if it reappears, or using 'repairs' in case it's a matter of a corrupt file. if it still doesn't appear, please open a ticket with the support center in game so they can look into it

Help! I need to contact customer support!

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

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

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

[cosmic mountain]

I'm having a problem that the camera is moving with the mouse moving without having a mouse button pushed? It's happened to me a few times and it makes certain actions impossible. Restarted the game which fixed it so it's definitely the game and not something with my computer. Any way to fix it?

[woven hemlock]

hmmm, it sounds like it could be this, could you try it and see if it helps?

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

[sudden olive]

I am experiencing a sudden spike of high ping when joining my local servers (SEA) despite having good internet. My ID is "tnv4yh6".

[woven hemlock]

devs don't look in this channel for bug reports, so if you're looking for official support, you'll need to contact the staff using 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 ("Feedback Record"). Check back on your tickets from time to time, as you won't otherwise receive a notification when they reply.

sometimes players can fix high ping by using the following, so you could give it a try and see if it helps:

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

[lucid pollen]

I made a gift purchase for a friend and they didnt get it despite the payment going through

[uncut tiger]

any idea why it keeps saying operation timed out when i try to confirm, network is fine and i restarted my game too 🙁

[woven hemlock]

try the steps in #technical-help message this post, even if your network is fine, the game isn't optimized well, which can lead to dropped connections. usually, turning your wifi off and on, or switching to a different network (eg wifi -> mobile data) should help re-establish the connection so that you can continue playing

[woven hemlock]

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

[uncut tiger]

thanks i tried on my phone instead with 5g and it worke

[jagged breach]

Not sure if it’s a bug but I’m not getting any tickets for the order machine for the past week. I got one daily from opening gacha from dailies the first few days but now I’m not getting any at all. 🥹

[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]

so its like this it gives 2 free ticket after the ur only choice is the gacha eggs in the daily request and yes since its a gacha eggs its a chance to get one not guaranteed

[jagged breach]

Oh I see. So I’m just having really bad luck recently 🤣 thank you so much! I asked because I wanted to make sure 🥹

[slate lantern]

yeah hopefully u get more did u open all the gacha eggs u got?

[restive leaf]

Having the same problem

[jagged breach]

Yup. I always open them daily 🥹 hopefully I get more tickets soon 😭

[uncut tiger]

idk what platform you play on, i was trying to do it on PC at first and i set it to airplane mode and back off and didnt work so i tried it on my phone instead with 5g and it worked

[restive leaf]

Thank you. I just tried that. It worked 😅

[uncut tiger]

yay! youre welcome

[low pecan]

server still down?

[woven hemlock]

SEA server? should be back up, give it a try

[low pecan]

still down, SEA

[manic wasp]

Is anyone having trouble getting the first gardening quest to recognize when you’re actually watering the plants?? I have tried everything and I can’t get it to count

[woven hemlock]

Help! The quest won't recognize that I'm watering these planters!

When the planters are already wet (dark brown soil), the game won't recognize if you try to water them again. (When it's snowing/raining, the planters are automatically watered for you!)

To get around this, you can try:

• building a roof over your planters so they dry out (light brown soil), or
• watering another player's planters to complete the watering quest. this works because watering someone else's planters gives them a bonus, which is stackable up to 4 times by other players

[woven hemlock]

it was working for some players earlier, i hope that doesn't mean it went back down 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.

[thorny fern]

still can't log on to the game, hope we get a huge compensation for this

[whole swan]

What's loading anomaly? 😭 I can't log in

[slate lantern]

hm the message is about the exhibition pass not the acorn pack ticket expiring

that can still be use for the next fashionwave cause rn its festival

[uncut bramble]

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

[vale bone]

So mabe a silly question but does anyone know how taxing heartopia is on data for mobile? My internet decided it refuses to work and I can do dailies on my phone but I worry about the data usage

[slate lantern]

not as big when u watch stuff example i can play game for 1 hr it just takes like 100+mb something like that

[vale bone]

Thank you! I hope the dailies are simple quick on and done today. Really appreciate the help 🙏

[vestal tartan]

Hi can somebody help? I'm playing heartopia on my PC and these days, everytime I login, the character keep walking to the left when I don't even press any button. Few days ago it's fine, but I've experience this before too. I play on my steamdeck and ipad and it's fine, but when I play it on my windows PC, it happens again. I don't know if it's a bug or what. I've tried to reinstall, repair (at the login menu), even I install via taptap and the issue still remains the same. Please help, thank you!

[rotund vapor]

hello, i've been been getting crash eveytime i tried to log in, can someone help?
it's been 2 weeks

[uncut bramble]

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

[rotund vapor]

where's the help?

[oak widget]

Have you uninstalled and reinstalled?

[long nymph]

Hi im having issues w Annie so it isnt letting me give her the cat treats she needing and the chat bubbles that show is only chat and the store for her. It isnt letting me complete the guide: gossip about puzzle or whatever.

[sharp perch]

What does the recent announcement mean, I don't understand what is it saying about April 4th

[cosmic mountain]

I'm don't think that is it since it happens in the game and then it starts working again after doing an action in the game or sometimes when I just go to do something else on my computer and come back to the game.

DIFFERENT ISSUE: I want to give my cat to the pet store for boarding. How many points do I need to have for the cat and what level do I need for the Cat Hobby?

I've read on the internet in places it's 3,000 points...others say 5,000. I'm now over 5,000 and I've upgraded the Cat Hobby to Level 3, but I still get a message that the Go Out isn not unlocked.

[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.

[fluid widget]

Hi! What does this mean? Insufficient load?

[cosmic mountain]

It normally means that you are trying to put too many things on your plots. With each new plot you aquire you can have more resources.

[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.

[lapis spire]

globe still not yet fixed? 😮

[amber nest]

I swear if this cat makes me burn one more food, I'm quiting.

[proud ingot]

2005tay has been warned

Reason: Posted an invite

[cosmic mountain]

One of several reasons I want to put my cat in boarding, but I can't find exactly what I need to do so I can "Take Out" the cat.

[untold ember]

You need to have them following you or on top of your head

[cosmic mountain]

That's what happens when you choose the "Take Out" option for the cat, but I have 5000+ points for the cat and Level 3 for the Cat Hobby, but I still get a message saying "Take Out" hasn't been unlocked.

Don't really want to waste more Hobby tickets on the Cat hobby, but if I know for sure I'll be able to board the cat at level 4 then I'll do it.

[untold ember]

I think leveling up the cat hobby is maybe the reason why you havent unlocked it

[cosmic mountain]

Does anyone know what level of Cat Hobby you have to be on to board a cat?

[untold ember]

Idk if i remember right but there was thing in there that said, you will be available to take cats outside i cant find it now, but im lvl 6 in my cat caring and imable to board my pets just fine and also "take them out"

so im thinking maybe atleast lvl 5, but i could be wrong. They usually sit on top of your head, and can also randomly do it too, so if you havent seen that feature, you might have to lvl up ur cat caring

[cosmic mountain]

Okay...I'll try leveling up to see. Since I don't plan on having a cat in the future haven't wanted to use the upgrade tickets on a hobby I won't be using.

Yikes...just realized I don't have the points to do another Cat Hobby upgrade. If anyone knows for sure at what level one can "Go Out" with the cat please let me know.

[untold ember]

Im so sorry if im wrong tho, all i remember was asking in gen chat if anyone knew how to have cats on their heads and thats what they told me

[cosmic mountain]

No worries. I've been gettiing all sorts of different advice from internet and AI searches. Most only mention the points for the cat...not hobby level. Funny thing is I could take out the dog at 3,000 points and Level 2 on the Dog Hobby. The cat is much more difficult which is a little frustrating since the cat glitches many times in a day so would be nice to not have to deal with it. 🙂

[untold ember]

yeah the cat caring system i think is pretty weird esp w the ai of the cats, but i still love them sm and am willing to help however i can

also to get the cats on top of your head, you might probably stuggle because kitty doesnt usually want to go, i usually spam "play" and "pet" until it has hearts around it and then try to pick it up, if it doesnt want to i pet and repeat

[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.

[novel dove]

Hi, I topped up around 5 AM but I still haven’t received my diamonds. Does anyone know why?

[fringe yacht]

im having issues and i contacted their customer service twice its 8pm in china how long till i get a response

[novel dove]

where i can find customer service

[fringe yacht]

go to the main page and click the headset icon and youll see it from there

[silk nexus]

I recently gifted a friend of Glided acordn membership for 7d and The purchase went through but my friend has not recieve it yet?

[fringe yacht]

the same thing happened to me and it took like 2 days to show up idk this is a huge issue rn

[foggy merlin]

Hey friends I was wondering if this is normal? It goes red then goes back to normal and when I tried to spawn my car or get out of the car it took few minutes to process even when I tried to get some items like the watering can and when I put seeds into my plant plot it also took time to process as well, it’s not like I’m lagging or anything my avatar’s movement seems fine but then again it took few minutes to like process

[fast pike]

is this a technical error...? It "guarantees" an UNOBTAINED iteam, but it gave me an item I have. Is it not registered correctly? I rather have my tickets back lol

[fast pike]

my friend gifted me a pack. I had to open my backpack, find the ticket to the pack and clicked on it. it then gave me the option to redeem it

[foggy wraith]

oh please remove the left picture for satety purposes!!

people may steal information from it!!!

[coral quartz]

Deleted! so sorry 🥹

[foggy wraith]

noo its fine! dont be sorry, its super dangerous to post that here just a reminder hehe

[foggy wraith]

@coral quartz u can try check this out

[uncut bramble]

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

[coral quartz]

thank you, @foggy wraith !!! you're so helpful!!! i'll try everything u mentioned 🩷

[untold ember]

Hi! I usually get this so for me, its normal, The P: stands for ping, its like your connectivity, having high ping such as this causes lag spikes its probably because you are processing something big: such as houses with a lot of furniture or even something small as cars, usually i just switch to a diff server or restart heartopia completely

[obtuse igloo]

Can someone help me find where the festival event is I've been searching for a few minutes now

[foggy merlin]

So graphics has nothing to do with it? Bc I lowered it down

[untold ember]

hihi idk if this is what ur looking for

[untold ember]

Yes graphics is more of a F: "FPS/ Frames per second" issue, but it could also help turning down some graphics because they cause big impacts on your machine, I'd recommend turning off bloom, and turning your renderscale and shader quality lower

[foggy wraith]

@novel kraken hihi

we continue here

[novel kraken]

Do you want me to take a screenshot?

[foggy merlin]

Thank u thank u☺️🙏🏼

[foggy wraith]

so if she claimed it already from mail, can you ask her to check her backpack/warehouse if there's any voucher to claim?

[untold ember]

np! hope i helped in any way

[novel kraken]

TYSM she didn't know she had to act again... She apologizes heheh...

[foggy wraith]

no worries ^~^

[dry thicket]

I gained the recipe for the onsen egg, but I am unable to craft it still... is this fixable? or will I never have access to it? =x

[foggy wraith]

most people isnt aware of the voucher have to manually activate it in backpack hehe

glad it's sorted!

[lusty schooner]

Is it really like this if your reach D.G. Level 34? the other furniture sold by bob is missing 🙁

[foggy wraith]

try changing town

could be a bug

[oblique zenith]

Hello, can someone help me please

[foggy wraith]

how may we help you?

-# i'll try my best to help if i could..

[lusty schooner]

thank you so much!

[oblique zenith]

Dear Heartopia Customer Support,

I hope you are doing well. I am writing to explain a situation regarding my recent purchase of the Cinematics Festival Pack and the refund that followed.

I originally purchased the pack on the first day it was released, and my bank successfully processed the payment at that time. Everything seemed fine initially. However, yesterday I received a notification from Apple stating that the payment for the same pack was still pending. This confused me, as I was certain the payment had already gone through.

Because of this confusion, I requested a refund, believing there may have been a duplicate or incorrect charge. Unfortunately, after doing so, I received an in-game notice stating that the items were reclaimed, and I am now facing restrictions, including being unable to send messages in the game.

I would like to clarify that this situation was a misunderstanding. My intention was never to exploit the system, and I genuinely wish to keep the Cinematics Festival Pack that I originally purchased. I was simply trying to resolve what appeared to be a billing issue on Apple’s side, as it seemed like I was being charged twice.

I kindly ask for your understanding and assistance in resolving this matter. If possible, I would like to:

Restore my access to the Cinematics Festival Pack

Remove any restrictions placed on my account

Clarify the payment status to ensure everything is correctly settled

Please let me know if you need any additional information from me, such as payment receipts or transaction details. I truly appreciate your help and understanding in this situation.

Thank you very much for your time and support

[foggy wraith]

[oblique zenith]

I hope someone can Help Mr

[foggy wraith]

for the part where your account has some restrictions
thats the result of requesting refund from the game because you'll have negative hearts UNTIL you top back up that negative amount, your restrictions will be removed

[dusty tangle]

Hii Ash. When you’re having transaction issues, you must reach out to Customer Support in-game so they can investigate any charges and let you know what has happened ( ex: if there was an error in any way then they will refund to your account ).

For Customer Support in-game 

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

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

@rocky crown

[foggy wraith]

-# thank you so much Kayla, for assisting with this technical help isnt really my experitise

[dusty tangle]

What happens when you try to access the Customer Support section ?

[oblique zenith]

Regarding your question, I checked my Apple purchase history, and it only shows one transaction for the Cinematics Festival Pack. I do not have a screenshot showing a “successful first payment and a second pending payment,” since only one entry appears on my Apple ID.

At the time of purchase, I believed the transaction had been completed successfully. Later on, I received a notice from Apple indicating there was still a pending payment for the same pack, which caused confusion on my end and led me to request a refund.

I would like to clarify that this was a misunderstanding. I did not intend to misuse the system in any way. I genuinely want to keep the Cinematics Festival Pack and continue playing normally.

If needed, I can provide a screenshot of my Apple purchase history showing the single transaction.

I kindly ask for your understanding and assistance in restoring my items and removing any restrictions on my account.

Thank you very much for your time and support.

[oblique zenith]

Hello, Karla. Yes I tried to contact the support, tho im waiting for their response

[dusty tangle]

Okay that’s really good that you already opened a ticket with Customer Support. Please make sure to go back often to check on your ticket so you don’t miss their reply. Do you know how to view your tickets with them ? There will not be any email notification or anything, so you must go back to the ticket yourself.

Apple’s purchasing system has caused many confusions and refund requests. What they will do is bundle up purchases often so they ( Apple ) can avoid too many transactional fees. They will allow you to make purchases but only charge you later.

You can verify this with your bank or credit card ( or whatever payment method was used ).

So using my experience as an example, I made purchases in Heartopia in February and only got charged for them two weeks later, in March. Even to this day, with the way Apple charges, I just got charged last night for my Cinematic Festival pass that I bought last week.

[warm heron]

Am I the only one getting this?

[dapper onyx]

I have unlocked the order machine and completed my first order.. but I don’t have the stamp book? Does anyone know how to fix that? I even tried repairing my game.

[oblique zenith]

Hello kayla, thank you so much for explaining how Apple’s payment system works. It really helped me understand the situation better, and I appreciate your time.

I would like to kindly ask if it is still possible to have the Cinematics Festival Pack restored to my account, as I truly intended to keep the purchase. I was just confused by the delayed charge and did not mean to request a refund by mistake.

Also, I noticed that the refund has not yet been returned to my account, even though it was mentioned that it would be processed. Because of this, I would like to ask if it’s possible instead to restore the pack that I originally purchased rather than proceeding with the refund.

Additionally, I would like to ask if the restrictions on my account (such as the mute) can also be removed once this issue is resolved.

Thank you again for your help and understanding. I really appreciate it.

[dusty tangle]

The stamp book disappears when you place an order, because you are using it for the order. You can get more stamp books by completing daily quests and getting surprise gachas where you have a chance to get more stamp books to use for more orders.

[dapper onyx]

I mean the book that other players can stamp to make it go quicker

[uncut bramble]

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

[dusty tangle]

Yup, it gets used with the order you make. You need to get a new one from the surprise gacha.

[oblique zenith]

Also, I’d like to ask how to check the ticket on game? Thank you once again

[dapper onyx]

So you have someone stamp it before you make an order?

[dusty tangle]

This is a bug that not everyone is experiencing, no. You can try basic troubleshooting options or simply play on a different device.

[dusty tangle]

Exactly - yes. You have friends and other players stamp the book first and then place your order. You can have it stamped 4 times maximum.

[rotund vapor]

me too, uninstall and reinstall dont help :<

[dusty tangle]

For Customer Support in-game 

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

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

[oblique zenith]

Thank you kayla

[dusty tangle]

So you would want to select Feedback Record. No problem.

[dapper onyx]

Ohh okay thank you so much!!!! 😊

[oblique zenith]

Do you have any idea how long do they usually reply on the ticket?

[rotund vapor]

it happen when i run the game, it's just crashed

[dusty tangle]

It can take several hours and even up to 24 hours.

[dusty tangle]

Yes I know, this bug has been around since the beta testing of this game even. Unfortunately there hasn’t been a solution found yet. Most likely because the solution needs to come from developers themselves.

You can try troubleshooting it but I’m not sure there is a solid fix for this yet.

[warm heron]

Same here. Im going to try the repair thing to see if it works

[dusty tangle]

@warm heron @rotund vapor

This is how the last person managed to fix the unity crashes ? If you want to give it a quick read ?

[warm heron]

I dont know what those two things the first message is talking about is

I tried closing Discord like this said and that didnt work

[gray vapor]

Unsure where to post bugs;
When I use a fishing - my camera gets removed from my character, and gets stuck in fishing mode camera - if that makes sense, and I can not move. Launching the game with the fishing pole in my hand keeps the game broken. Launching the game without my fishing pole equiped does fix my issue.

Additionally, without me being tabbed into the game (I play via steam), all my typing and my mouse movements/clicks are recognized. Both new issues since last time I launched the game, yesterday.

[dusty tangle]

The issue most commonly attached to this is / are controllers which are plugged in or trying to connect via Bluetooth.

✨ Can you please unplug any controllers and restart your game ?

✨ Can you please disconnect any and all devices trying to connect to the game via Bluetooth ? This can include controllers, steering wheels for other games, anything with a joystick, any Logitech devices, wireless keyboards and etc. Then please restart your game.

[dusty tangle]

Hmm I see. Ya, this issue has been here for so long and still there is no clear solution for it. Can you access the game on a different device ?

[gray vapor]

Im unsure how far I can get to disabling controllers on a steam deck.

[dusty tangle]

Ooh, that’s why. The game isn’t exactly optimized for Steam Deck. There’s no controller support within the game and when it detects anything connecting via Bluetooth or anything similar to controllers then it starts causing movement issues and fishing issues.

[warm heron]

I only play it on my PC. I can try reinstalling it

[gray vapor]

reinstalling the game resolved the issue

[warm heron]

i just reinstalled it. Same issue

[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.

[magic linden]

Hello! Does anyone know how to activate the membership you're gifted through the store?

[dusty tangle]

Yes - once claimed, open your backpack and find the voucher for it. It should look similar to this .. ( see screenshot ) ..

[magic linden]

Thank you! And I assume it can't be activated while you have the membership?

[harsh bane]

Is this happening to anyone else? Please help?!

[dusty tangle]

Personally I haven’t tried, I know the membership can stack months but I never tried activating it via voucher when I was already a member.

[magic linden]

Okay! Thanks for the help, you da best!

[dusty tangle]

This happens when you request a chargeback or refund. The game puts you into negative based on the amount refunded and then your account becomes limited ( can’t chat, can’t plant, can’t do basic stuff ). The only way to fix this would be to contact Customer Support and they will most likely tell you that you need to purchase the amount that was refunded.

For Customer Support in-game 

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

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

[brazen zenith]

do i need to keep the support center page open if i submit a ticket??

[dusty tangle]

Nope. All you need to do is go back from time to time to see if they responded though. Do you know how to do that ?

[brazen zenith]

oh wait i see it, it's from the feedback record, right?

[dusty tangle]

Yes !

[brazen zenith]

thank youu

[violet geyser]

Could someone please help me out¿💔
I'm trying to go ice skating and I don't know where it is

[oblique zenith]

Hello, I’d like to ask if why my ticket was removed somehow on customer Service? I dont know why

[dusty tangle]

Hi there. To go ice skating, you need to put down the Ice Rink Flooring item to create a skating rink at your home. You can also visit someone else who has the Ice Rink Flooring out at their home.

[violet geyser]

Okay! Thx!!

[dusty tangle]

Can you check the Resolved tab for your ticket ?

[oblique zenith]

Yes, I did. But its also says no data available

[dusty tangle]

Oh that’s strange. If I were you, I would resubmit a ticket.

[oblique zenith]

I will try again, I hope someone will answer me soon tho. Thank you again

[cosmic scaffold]

Did the wolf gacha come yet? Bc I dont see it in my gacha pull thing.

[dusty tangle]

It should begin March 28.

[cosmic scaffold]

Oh thanks! Also about the announcement is everyone who is a member is getting refunded i didnt entirely understand the refunded part.

[dusty tangle]

Basically, the staff / developers of the game have decided to adjust the pricing of the pet clothes in the gachas. Due to this adjustment ( pet clothing will cost less to exchange for now, in the gachas ), they’ve also decided to refund players who exchanged for pet clothing in the past gacha(s). They will be refunding exchange ticket stubs to players who have exchanged those tickets for pet costumes.

To clarify, they are not refunding , but the exchange tickets used on pet costumes which are these

[cosmic scaffold]

Gotcha!! I have gotten some so that means I get refunded I think

[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.

[lavish void]

@dusty tangle can i ask? If we plant 5star flowers, can they trigger crossbreed again , can they gives rise to seeds?

[uncut bramble]

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

[dusty tangle]

I know they can’t crossbreed again, and you won’t be able to use Rainbow Crossbreeding Powder on them.

I don’t know if they will produce more seeds of their varient if you put them together though. I never thought to try that. Maybe there’s information about it here at this thread or you can ask here #1436749024903430215

[ruby plank]

I asked a similar question some time ago, they said 5-star flowers don't produce any seeds and are purely for decoration

[hardy wedge]

How much does it cost to buy one blue heart set? I wanna make sure I buy enough pink hearts!

[faint vault]

2620

[night cedar]

https://tenor.com/view/grogu-star-wars-mandalorian-baby-yoda-gif-9168999412781595068

[ashen wolf]

Hi ive purchased the event recipe but when i try to cook using the new stove. It doesnt appear

[lament bear]

The freezing is insane

[stone cypress]

Hi, can I ask what I should do about this Game Pass my friend gave me? She didn’t know I already have an existing Game Pass, and she gifted me a Supreme Festival Pack voucher. I tried to activate it, but it didn’t work because I already have an active one. What should I do about this? It would be a waste if I can’t use it.

[uncut bramble]

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

[rotund spoke]

hi everyone, who can I talk to about bullying/harassment in-game? there are some players leaving some not-very-nice signs outside my house and won't leave me alone

[dusty tangle]

I would assume that it will convert and be useable during future festivals. If you have some time, it wouldn’t hurt to confirm it with Customer Support in-game. You can open a ticket with them and ask them what you can do with the extra voucher and such.

For Customer Support in-game 

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

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

[dusty tangle]

Please report this in the game to Customer Support as they can handle bans and taking appropriate actions towards harassment and such. You can also directly report players from their ID cards in-game.

For Customer Support in-game 

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

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

[dusty tangle]

Can you please try restarting your game or changing towns ? If this doesn’t work, please @ me because there are other things to try to fix this issue.

Go to the title screen / login screen.
Next to the START button, press on
Press on All Towns and select a random one to join.

[lunar lake]

Can someone please fix this?
This Fricking cat keeps walking in me while i cook and it wont let me CLICK on anything and i keep wasting ingredients bc of it, please make it so pets/animals cant walk in to the player-

[elder wolf]

Is there still no type of pet recall on our home plots? My pets still get stuck everywhere and they never go into my house. Would love to see this fixed because I am tired of my pets just being stuck or not moving from outside the front of my house even in the rain.

[late void]

I'm trying to update my avatar but the photo I get is like zoomed out? Is this happening to anyone else?

[timid trail]

Do u guys know what the pop up "somthings wrong with kitty" means? It said that when I walked in my house and it wont let me do anything with my cat

[uncut bramble]

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

[manic pilot]

What does this part mean??? Is this applied to all the recolor stubs or just the pet costumes will be reduced by 1/3?? I’m confused by the wording

[steady wasp]

Is anyone else experiencing crashing? I keep trying to cook the new grass cakes and I keep crashing as soon as they finish. Happening on mobile and on my computer

[iron lotus]

Has anyone noticed the new stone floor from the movie pass is bugged. It appears normal for you on your own lot, but if someone visits the floor will display as warped and stretched in different directions. Same vice versa if you visit someones lot that has it, it will be warped. Because the correct display is local to your home people havent noticed it yet.

[honest stone]

My butterfly koi fish isn't showing in my inventory when I try to place them in the fish tank.

[craggy frigate]

I’ve never had to make a ticket with customer service before, but I went to purchase expedition tokens. An error popped up. It went through my account the money, but it didn’t give me the tokens. I don’t know how long I should wait for them to respond because every time I close the chat, I lose everything.

[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.

[fossil kestrel]

Why is it doing this 😩🥲

[sacred harness]

anyone else having issues with lag on an ipad?

[sour plaza]

do anyone here have issue with max fps only 60 even with high spec pc?

[woven hemlock]

can you try this and see if it helps?

mr beast would like to peddle his wares- oh its gone

ty mod

[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
• since all serveres have started the new cinematic event, it’s likely due to too many players logging in at the same time for 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. hopefully won't be as bad as then because it's a smaller festival, not an entire new 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
• Make sure your device isn't overheating
• 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

[sour plaza]

im using radeon, it showing different thing but i got the point. just curious that this radeon driver read heartopia avg fps around 120 while game option only available on 30 and 60

[woven hemlock]

it takes them 1-3 days to respond to a ticket, keeping in mind timezones since the game is based in china. you should be able to return to the ticket anytime by accessing the support center:

Help! I need to contact customer support!

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

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

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

in the meantime, you can check out this:

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, to click 'repairs' on the start screen, and then pretend to re-purchase it by clicking the purchase button, just to see if it triggers the game into going 'wait you already have this' and give you the pass. don't pay for another pass though, cancel out of it after regardless of whether it works or not

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

[woven hemlock]

oh interesting yeah. unfortunately i dont play on pc so i'm not sure what to troubleshoot, but i know there were other pc players struggling with the resolution as well

[craggy frigate]

Thank you!

[sacred harness]

thank you, i'll give it a shot

[woven hemlock]

some fish are too big for certain fish tanks, the butterfly koi can only fit into a large tank

[woven hemlock]

it's been noticed by players yes, please open a ticket with the support center to let them know as well so that it can be fixed~

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]

try going to the start screen and click 'repairs' in case its a matter of corrupted files

[woven hemlock]

when you get an item from the gacha banners, if you get duplicates of what you've already gotten, you get ticket stubs instead, right? and you can exchange stubs for the item itself or for recolors

essentially what the update changed is that the amount of stubs needed to exchange for pet costumes has been lowered, and this is retroactively applied for past gacha banners too, so if you exchanged for a pet costume in the previous banner, you'll be refunded the difference in ticket stubs

[woven hemlock]

i don't think the community has figured it out, but you can check in #gameplay-help to see if they know

[woven hemlock]

there's no recall because when you're at home, pets are allowed to roam wherever they want the only similar function is to go into build mode for a few seconds, move a piece of furniture, and then save and exit, to force their positions to reset to the front of the house, but it sounds like you want to be able to summon them to a different part of the house

you could suggest it to the team through 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]

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

[gritty stratus]

i tried to take a photo of it and it said i couldnt w my current level?????

[uncut bramble]

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

[manic pilot]

I see, so it’s not saying that the cost is being reduced by 1/3 for all the items, just the pet costumes then?

[manic pilot]

That looks like a winter bird (see the sweater it’s wearing)

or maybe it’s a bird from the new event and it hasn’t released yet?

either way it‘s not a normal flamingo so that’s probably why you can’t take a photo

[gritty stratus]

yeh i noticed the sweater too i was immediately interested in taking the photo. ive just never seen the photo of conflict thing

[queen folio]

is there a difference between the cash register from bob and the one in the research kiosk? its different star price. not sure if it means the registers are different

[woven hemlock]

yes, only the pet costumes

[manic pilot]

oh yeah that’s happened to me too, I think those ponds can spawn any kind of bird regardless of your level so if you tried to take a pic it won’t let you if you’re not the correct level.

[gritty stratus]

so weird! thank youu

[dense junco]

I have a question about the refunding in the announcement 📣 is it refund for the general fairy box or just the pets?

[sullen nova]

hi, i bought the festival pack like 40 minutes ago and it stilled hasn’t come to me. Ans the purchase has been confirmed

[woven hemlock]

when you get an item from the gacha banners, if you get duplicates of what you've already gotten, you get ticket stubs instead, right? and you can exchange stubs for the item itself or for recolors

essentially what the update changed is that the amount of stubs needed to exchange for pet costumes has been lowered, and this is retroactively applied for past gacha banners too, so if you exchanged for a pet costume in the previous banner, you'll be refunded the difference in ticket stubs

[dense junco]

Oh okay, so just pets and not the whole banner. Thank you so much for clarify

[cunning parcel]

Hey there, I bought a large fish tank and medium fishtank from vanya and the large fish tank did not appear in my backpack or my warehouse. I went back to check and it says sold out, and it took my wishing stars but no fish tank :/ what should I do?

[honest stone]

I did try to place them in the large fish tank and it's not working for me.

[manic pilot]

Have you checked your mailbox?

If your backpack was full it’ll be delivered instead.

[woven hemlock]

can you show the fish tank? and where you're trying to place it?

[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 received the purchase, since it's possible to send it to the wrong account (someone before said they paid for a pass, and later they found out the pass was given to their sister's account instead of their's, despite not having a problem with it in the past)
• if it's the membersehip or pass, there was a recommendation from customer support to another player, 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 ("Feedback Record"). Check back on your tickets from time to time, as you won't otherwise receive a notification when they reply.

[cunning parcel]

Just checked it, thank you! when I logged back in it was in my mail lol turns out my backpack was full

[woven hemlock]

the butterfly koi counts as a large fish, try removing all of the fish from the options at the bottom left and see if you can click the section for large fishes

[honest stone]

It's not showing on my fish tank inventory but it is showing up on my backpack inventory.

[woven hemlock]

when you remove all the fish from the tank, are you able to click on the large fish section?

this one

[teal trout]

Hi.

I always played in low graphics, low quality but i didnt notice this...

My home need lighting and its quite amusing if you play in high graphics...

What specs of the phone can adapt high graphics, high quality?

☝️🙄😳😳😳

[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.

[inner cypress]

Does anybody know why it won’t let me interact with one of my cats? It’s been like that for a few days now where I can’t get the gift from him or pet him or feed the poor guy :(

[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.

[shell yoke]

Do any PC-Players also notice coil whine when The Refresh Rate of the Display is at 144 Hz and Settings are all on High with V-Sync?

[near fox]

Hello, i have this problem right now. Its weird, i change my hair character in dress up, but the result was nothing. like my left image. I try to exit the game and then start it again, the bug still there. can you help to fix this? thanks

here are the sample

[oak widget]

That… is so bizarre
I can’t help. I’ve just never seen that happen

[hearty kelp]

putting this here because i can't seem to report a bug anywhere lol (sorry if this isnt supposed to be here)

no idea if this has been reported yet but- having this visual glitch where i can see how the new flooring is supposed to look like at my own plot but when going to anyone else's plot, it is glitched and stretching the image.

[uncut bramble]

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

[cobalt anchor]

I dont think you need to have the high/ultra graphics, on my phone (iphone 13) i have it as high resolution and medium/low everything else and it looks okay (not excellent but better than low)

I’d say probably not too many phones can actually run high/max graphics smoothly and i dont know much about android based phones sadly

[edgy hill]

I have a little bug (sorry im not sure if this is the right spot for this)

soo i still have the mlp tracking on its in my map too and i cant untrack it bc there isnt a location for mlp rainbow bridge to untrack

[cobalt anchor]

I think you can try to track another location instead, but if that doesn’t reset the tracking for mlp location, i’m not sure how to change or reset it and it might be bugged since it ended…

[azure nacelle]

Assistance Required with Discord Server Notifications

Hello! I recently created a Discord server and established a designated channel exclusively for Heartopia updates. However, I am encountering an issue where only the Redeem code channel is generating notifications, while the announcement channel, official news channel, and patch notes channel are not providing any notifications.

I would appreciate your assistance in resolving this matter. Please note that I have already followed those channels and configured the notifications to my own Discord channel.

Thank you for your help. Please see the attached document for reference.

[edgy hill]

that worked!! im not sure why i didnt think of it lol!!

[slate lantern]

better ask the mods in @twin yacht follow the #guide

[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.

[narrow oxide]

Hellooooo burnt 4 food in the popcorn machineee. Food wouldn't show up while cooking

[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]

out of curiosity, would you be willing to try cooking on a normal-colored popcorn machine and see if it still has the same issues?

[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]

there is an invisible cat on your head, switch towns a few times to force it off

[woven hemlock]

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

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

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

[uncut kestrel]

Hello, can someone please help me? I’m having a problem with my plot. It has three blueprints, and even after deleting them in solo build, there are still no changes once it’s completed.

[woven hemlock]

can you explain a bit more what you are doing, and what you are trying to do?

[uncut kestrel]

this my current plot

when I delete it in solo build still no changes after completed

[woven hemlock]

So you delete everything, but when you exit, the game pretends like you didn’t delete anything?

[uncut kestrel]

yes

[woven hemlock]

Can you go into solo build, delete one big piece (for example, a wall), and then click the save icon before exiting build mode? I want to see if maybe it’s not saving the changes

[uncut kestrel]

sure

its okay now thank u

no wait

[woven hemlock]

If you’re planning to delete the entire house and everything with it, an easy way to remove everything and start over is to save an empty blueprint and then apply it to your plot, it will clear out everything at once

[solemn surge]

I need help, I play HT via steam on PC, I have or had 2 separate accounts and now I can't access either one? I used 2 different emails on steam but now when I try to play HT it sends me in as a new player? My main one is the one I want back into but it won't let me? Steam hasn't responded and HT messaged me but waiting on another response, I have spent real money on my Jules HT, UID:ye36egp is the one I have played 480.4 hrs on and can't get back into it. I don't know what to do, I am missing out on game play and don't wish to start all over.

[nimble temple]

For the acorn thing, how do we request refunds?

[woven hemlock]

Can you double check that you are being signed in to the same server? On the start screen, click the ‘globe’ icon and see if you have a character created on any other server. (Eg if you’re currently being logged in to Asia server, check the Global, America, SEA, etc servers)

[woven hemlock]

Do you mean how to request a refund in general? So far, I believe everyone who has requested a refund did it through their card provider/bank. The game staff will try their best to resolve the issue rather than give a refund

[nimble temple]

I see, okay. I wasn’t sure if there was a way to do it other than a dispute

[woven hemlock]

Just be aware that if you request a refund but didnt receive the items in game yet, the game will treat it like you did receive the items and deduct gems/etc accordingly. If you go into a negative gem balance, it will affect your gameplay, such as being chat muted, being unable to build, being unable to plant crops, etc

[solemn surge]

This is what happens when I try to play, it takes me to start all new account

[faint vault]

Have you tried restarting router and forgetting network and reconnect? (Don’t know if its been suggested already, jumping in mid convo here) but I’ve seen it fix it for a few people

[woven hemlock]

does that work when the game is logging them in to a brand new account? interesting, i dont remember seeing that one

usually its either the wrong server or the wrong log in

[solemn surge]

No, I do have high-speed internet but my issue is I made another HT account via Steam and was told I could switch between accounts and now they seem to not exist, I have emails and when on steam I can see all my HT purchases too

[faint vault]

Yea, don’t know why, but I’ve seen it fix it a few times

[woven hemlock]

Maybe because when you forget the network and reconnect, it clears out some old information

[faint vault]

Would you humor the suggestion? It has nothing to do with how fast the speed is, it’s the reconnection

[woven hemlock]

Usually the reason this happens is bc the game makes it difficult to check what account is being logged in, so if there’s loose data being held in the network, the game might be pulling from the other data and not the current log in data I can see why it might work

[nimble temple]

Got it, okay!

[solemn surge]

I'm not even sure how to make it forget the network, rebooting the router I can do

[woven hemlock]

You play on PC right? Do you know how to access the page to select different networks?

I think rebooting the router might work too though

Since its just forcing the game to reconnect

[faint vault]

Sooo the restarted account is on mobile or Steam?

[solemn surge]

Both via steam on PC

[solemn surge]

No I don't, I have only been playing for 3 months and I just want my main game back

[wraith perch]

hey guys, i just tried to open the game on pc and it keeps crashing while trying to get through the loading screen

i have tried verifying the files and just restarting my computer with no fix, i can try to delete and reinstall but im unsure what photos i might have not saved and dont want to lose them

any other tips for trying to get it to work or is reinstalling my only option

[faint vault]

Ooooh, wait, I think I understand now. Or maybe not….you have two different accounts, each using different email addresses?

[solemn surge]

Yes I used a different email for the newer account

[faint vault]

Are they Google emails?

[woven hemlock]

This isn’t related to the game, forgetting the network is through the device itself.

Go to your pc settings, find the page for wifi, and when you hover over your current network, there should be an option to forget it. Forget the network, then add it back to your Wifi list.

The specific location may be different for your pc version, so might need to google where it is if you can’t find it on your own

[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]

My break is over, so I can’t help further but it’s not a connection issue since they literally used a whole new email to make a new account and now they can’t log in to the account with the other email. Steam caches the accounts a think, so not sure how to switch out to a new account from that

[meager drum]

Hello 💜 I found this bug: I can see and place the screen given in the current event in mobile, and it seems to be there in PC but it's not visible

[woven hemlock]

so did other people not reset the connection to get it to work?

[woven hemlock]

Visual bug, please report it to customer support so that they can fix

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.

[faint vault]

The others weren’t dealing with a whole separate account, theirs was just a weird connection issue where the game wasn’t retrieving the account and the reconnecting helped

[meager drum]

thanks 💜

[woven hemlock]

as in it gave them an error?

[faint vault]

As in when they logged in it was starting them over even though they never started a new account. This case is different, they did start a new account, they just can’t switch back

[woven hemlock]

When they tried logging in to the old account, it’s treating them as if they’re joining with a new account. Sounds similar to your case then

[woven hemlock]

If you’re still here, can you instead go back to the log in page and double check your log in details? The game makes it really difficult to check, so if you have multiple of the same account logged in on your device (eg two Steam accounts), log out of all the other ones and try them one at a time. If you have an alternate log in method (eg Facebook) binded to either account, try logging in with that instead.

When you logged in last time, did you select steam as your log in method, or did you select email?

[solemn surge]

One sec, dealing with a headache and trying to read comments

[rose ibex]

90% of the time I can not interact with my cats. The buttons to click on them do not appear. Also often my pets will walk through walls or fall through floors. Makes it hard to care for and level and I look like a bad pet parent!

[solemn surge]

This is what is showing when I click the person icon, I am laying here crying and so upset, I turned my wifi off on my laptop, rebooted my laptop and then reconnected my wifi, but I can't un bound either Steam or google

[wraith perch]

this is just a glitch with the pets themself, you can enter and exit build mode or change towns to reset them and be able to interact with them normally

this also works if they are wandering around in a space you cannot actually access due to built structures as the pets will reset to be in front of your home plot

[solemn surge]

Mine do that, they are always under my house lol I have encountered when walking up to one of mine there are no buttons above their head, I just ignore it and try later, have you tried going into solo build and going out? Reset position? Or leaving the game and coming back?

[rose cave]

any idea why I see the pebbles texture like this? like I say in the photo, I have seen many other peoples' textures stretched like this before, on different logins

[wraith perch]

i fully deleted and reinstalled the game and it is still crashing as soon as it gets to this screen before anything actually loads, its not my computer since i was literally playing the game just fine 2 days ago. anyone know a fix

[charred hawk]

Hello I'm new here, and I want to ask why can't i login on pc? I already tried 3 different browser, restarting steam, re downloading, and reverify the file game, none of it's working i already tried login using google, facebook, and steam account please help!

[wraith perch]

at least you can actually get to the login screen

[charred hawk]

are you using steam?

[wraith perch]

yes i restarted everthing, tried verifying the files multiple times, fully deleted and reinstalled the game and it still crashed

[charred hawk]

Did you already tried to change the launch option to either -dx11 or -dx12?

[wraith perch]

ive never heard of that what is it ? i was playing the game just fine 2 days ago

[charred hawk]

go to your steam and right click on the heartopia and choose properties

and in launch option type in either -dx11 or -dx12

[woven hemlock]

There isn’t a way to unbind an account once it is bound to the account, but you can log out of the account by clicking ‘Log Out’ at the bottom of that page, and try logging in again. Your account should still be there, the game is just having trouble accessing your information, so we need to figure out what it’s struggling with

[woven hemlock]

Visual bug, 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.

[charred hawk]

Please help my problem Q-Q

[woven hemlock]

Please give me a minute, I’m going down the channel

[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 play on Steam or TapTap?

[wraith perch]

i play on steam

[wraith perch]

is there a difference between these two based off my pc or can i just choose either ?

[charred hawk]

if dx11 didnt work just choose the dx12

[woven hemlock]

There was an update to the game less than 2 days ago to add content for the new banners, did you receive the update? Iirc Steam sometimes takes a bit to load in updates because it needs to be checked by Steam first

[wraith perch]

i just tried both of the -dx and neither worked, im unsure if i got the update since it still has the mlp loading screen im assuming not but my friends who play on steam were all able to play on theirs so i dont know how to force an update other than delete and reinstalling which i already have done

[elder delta]

Hello i dont know if this is tre right channel but i need help 🥺

My ride got stuck on the stairs near city center and then when i got off ive got stuck under, now i cant jump or exit. I tried reseting the game but im still in the same spot 🥺 any tips? Pls help me. Thank you so much!!

[woven hemlock]

I agree, I think it’s crashing because the version isn’t synced / you haven’t received the update yet. Do you have any antivirus/firewalls installed on your pc? You can try whitelisting Heartopia, there was an issue a few months back where some antivirus were flagging and removing a file, and it was causing Heartopia to crash because the file was necessary to download

i’m not sure if this is why it’s crashing this time, but doesn’t hurt to try

[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

[wraith perch]

the only antivirius/firewalls i have are the default windows ones and it hasnt said it picked anything up/stopped anything from executing properly so i dont think that could be it it is what it is i guess i will just have to stick to playing on mobile and hope it will fix itself

[woven hemlock]

Go to your watch >> settings >> reset position

[elder delta]

Thank you ill give it a try

[woven hemlock]

hmmm. a mystery…. maybe just give it a day or so and see if the update comes in yeah. I know there was a steam player in the past who was trying to figure out a similar issue, and during troubleshooting, the update mysteriously loaded in to steam

if ur able to get in via mobile, at least you’re able to keep playing while waiting

[hidden sage]

Does anyone know Heartopia's email for customer service/support? There are different sites with different emails when I looked it up

[pseudo venture]

Hey everyone! I've been stuck on this error all day, I've done all the troubleshooting I could find, and even reset my computer I'm thinking this might just be something I have to wait out, but thought I'd post in case any advice works

[hazy verge]

Ok why can't we use our stoves ... and the movie screen on our island ... or even garden ... can this be fixed

[digital basin]

@spring plinth

[woven hemlock]

It’s intentional, can’t do hobby activities on the island. Not sure about the movie screen, will need to ask customer support about that one

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.

[hazy verge]

No tried to put up the movie screen and its a no ... have to open the lots like our home so should be able to do things on it like we can at our homes

[woven hemlock]

You can give them feedback through the support center, but the island is just basically another place to build

[woven hemlock]

The best way to reach out to them is using 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 ("Feedback Record"). Check back on your tickets from time to time, as you won't otherwise receive a notification when they reply.

Some of the sites you might be seeing online are fansites

[rose cave]

okay thank you

[woven hemlock]

Try these and see if it helps:

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

[hidden sage]

Thank you! Do you know the time estimate for reply?

[woven hemlock]

1-3 business days, keeping in mind timezones since theyre based in china

[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.

[hidden sage]

Okay, tysm! 🤍

[pseudo venture]

I have tried each of those and unfortunately it's still stuck at the error

[woven hemlock]

are you playing through steam or taptap?

[uncut kestrel]

hi i need help again

once i put the house then saved it look like 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.

[uncut kestrel]

this is my current house after saving the new one

[pseudo venture]

I'm playing through Steam

[woven hemlock]

what are you trying to do? same as before, trying to delete it?

[uncut kestrel]

yes coz i want to build or put some set house but still

[woven hemlock]

it looks like there's an error when downloading the update from yesterday, have you tried verifying the integrity of the game files through steam?

[patent roost]

Anyone knows if this really happens when u overlap items in a build saved on blueprint

[uncut kestrel]

i tried to saved it first before clicking the completed but it didn't work

[woven hemlock]

can ask in #gameplay-help if it's related to glitching during building, they usually know more about that

[patent roost]

Thank you!

[uncut kestrel]

this is my current house the black house was removed already

[woven hemlock]

when you go into solo build again, are your changes saved?

[uncut kestrel]

yes

after clicking the completed same as before theres no changes

[woven hemlock]

are you using blueprint mode from the watch?

[uncut kestrel]

no i just click solo build

[pseudo venture]

I thought so too, I have tried verifying the integrity of the files thru Steam, I had also uninstalled and reinstalled

[uncut kestrel]

im not using blue print when editing my house

[woven hemlock]

this is blueprint mode

you aren't changing anything on your actual build when editing from this screen. think of these like planned layouts, it's so you can make your ideal layout, and then apply it after. in order to change your actual build, you need to go use the solo mode from the main screen

[hearty pewter]

This is normal build mode (theres no cost tab at the top)

[woven hemlock]

hang on i'll show you where to access, i need to go back to my house

in order to make changes to the house you have displayed, need to use the build mode from here

[uncut kestrel]

i want build mode but when im doing that theres no changes after clicking the complete

[hearty pewter]

Theres no error that pops up either? Take a recording of you trying

[uncut kestrel]

i always click the solo build then that thing on the upper right

[woven hemlock]

can you take a video of the step we tried earlier? start from the main screen, go into solo build, delete one wall, then save and exit

[uncut kestrel]

wait be right back ill try to ipad

why it works on my iPad but in my PC it didn't work

should I uninstalled the app and the taptap thing?

i want to build in my pc coz its easier to put everything gggrrrr

[woven hemlock]

try clicking 'repairs' on the start screen

when playing on your pc

[uncut kestrel]

I did that earlier then tried also the solo build there’s no changes

Is there anyone playing in pc here?

Dunno what to do 😩 i did everything but theres no changes still it has 2 house in my plot

[woven hemlock]

when you go into build mode, you said the changes are still saved right?

[uncut kestrel]

Yes but after clicking the “complete” there’s no changes in my current home

[woven hemlock]

and when you look on your ipad, your home shows as the saved version, not the old version?

[tame kraken]

@orchid rover GIRL PLS GO DMSS

[uncut kestrel]

But in My Ipad theres no problem

[dim epoch]

hey guys question pls. if i star some messages in my mailbox it stays there right even if i change devices?

[woven hemlock]

i think there's something wrong with the files on the pc version of your game then, since it's fine when you go to ipad. most likely a display error, if it isn't fixed by clicking repairs, you can try doing a complete reinstall of the game and see if that helps

[uncut kestrel]

Okay ill do that i will comeback if it doesn’t work tysm

[woven hemlock]

oh wait if you haven't yet, on the PC version, can you try to switch towns? you can teleport to a friend's town if you have one online, or you can switch towns by selecting a new one at the start screen

[woven hemlock]

i think mailbox messages will stay no matter what, it's only the photo albums that are only saved locally unless starred. starring a mailbox message prevents it from being deleted when you click 'delete all'

[uncut kestrel]

So what I did

Uninstall the taptap App
Reinstalled again
Open heartopia
Then after 2 mins
I click the solo mode
Click the Build mode then
Delete the house using hammer to swipe all the objects
Then I put the structure ( Cozy Retreat House) then saved ( the upper left icon) then clicked the “complete “ then this is the result

[woven hemlock]

hmmm weird. can you make an empty blueprint and try to apply that to your house?

[uncut kestrel]

okay wait

[woven hemlock]

will probably need to open a ticket with support though to let them know it's happening, i think something got stuck in ur pc game. but it displays normally on ipad so might need them to look into it

[dim epoch]

uhmm its shows there that messages has expiration dates but the starred ones doesnt

[uncut kestrel]

it works but ill edit it first if i can put object using build mode

[woven hemlock]

yes, but you asked about whether they disappear when changing devices

[dim epoch]

thanks bud i appreciate it, so the starred ones dont have the expiration dates right?

[woven hemlock]

correct yeah, starred mail don't expire

[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.

[spice inlet]

Hi guys, this morning I brought a fair few mermaid tails, but they haven’t turned up in my backpack

[foggy wraith]

check your warehouse/mail

[spice inlet]

I checked both and still not there

[near fox]

Ugh... Thank you. I didn't know how to report this beside this channel.

[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.

[near fox]

Can anyone help me with this matter?

[slate lantern]

better report it on the cs instead in game:
settings > account management > support center > headphone icon

[foggy wraith]

HATS NOT SHOWING ON YOUR HEAD?

- if there's a paw button beside your jump button, means there's a cat on top of your head (sometimes it buggy that it's invisible), click on the paw button to set down your cat

• try changing town
• try restarting
• try putting your cat on your head and set it down again
• try repair game (login screen, top right cover)

if none of the above works, contacting in-game support is the only option. remember to screen record or take screenshots as supporting evidence

point no.1 invalid since from your video, there's no paw button

[white pollen]

hi, may be its too late but im curious there are bug with my cracked egg? i already collect em all but missing one colour n got double for beige cracked egg ..
can i get the missing 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.

[pallid meadow]

i can't play on my mobile, since i play on steam and i wanna bind my account on gmail,
can't even bind it i tried in any browser and the website isn't processing ,

[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.

[spiral venture]

Guys what should I do. I can't play any of my CDs. I've left and rejoined even switched towns. It will not play the music. Please help

[uncut bramble]

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

[runic blade]

Can you do some testing for me? Go at Annie and buy any cd disc and check if it plays it.

-# i dont use cds but wondering if maybe the host put the cd to private and it locked it but i dont know for sure

[crystal hazel]

the website for paying for the game is not working for me

[runic blade]

Right website??
https://heartopia.xd.com/

[crystal hazel]

the website, when you click to buy pink gems

[spiral venture]

nvm the phonograph is working again now. I'm not sure why it didn't work earlier. I had to repair the game to fix it. Thanks for trying to help. I appreciate it

[runic blade]

Just worked for me. Close your google browser, clear cache and try again

[crystal hazel]

oki thank you

[uncut bramble]

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

[flint fractal]

How to fix ?

[proud ingot]

blackhole77_ 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.

[cobalt anchor]

Well, it is too late to get the egg decorations since the winter event ended.. i believe you just didn’t get the missing color egg, and you could have gotten dupes from the wishing well when it was active

[zealous epoch]

Hello there!

Scenario: I was fishing for a puffer fish near the Onsen when my character suddenly got stuck and keeps showing “Character is currently busy.” I can still cast my rod, but only in one direction. It won’t let me aim anywhere else.

Tried restarting the game 3x and even my PC, but still the same issue. No movement at all.

Works fine on mobile though, so it seems like a PC-only bug.??

[near fox]

thanks

[foggy wraith]

did it work._.

[near fox]

It works when i restart the game (exit and then launch it again), but I have to wait several hours before I can play again. But, when my cat jumps onto my player's head again, the problem comes back. So, I think I should report this issue to in-game support.

[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.

[frank stratus]

How to fix this issue? Have tried clearing cache. Uninstall, restart phone and reinstall. Nothing has fixed it. South America region for America server

[faint vault]

Try restarting your network connection. Restart router, forgetting wifi and reconnecting

[frank stratus]

The router was restarted also, no change 8(

[faint vault]

Maybe repair button for game then?

[frank stratus]

Thank you

[timid lodge]

ive been bugged out the last couple days and i was wondering if it was just a me issue or a game issue (its becoming unplayable :c)

my bug catcher only throws right and makes me freeze after i click and my fishing rod is permanently in cast mode and if i unequip it, i freeze in place and have to restart the client to unfreeze.

[uncut bramble]

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

[woven hemlock]

Help! 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

[timid lodge]

thank you so much 💟

[cinder bone]

hey guys! i crash kinda often after the MLP update, i use ipad. does anyone know how to fix it? i tried the repair icon once but it doesn't work. i crash even more often

[woven hemlock]

Does it crash while you’re playing the game or crash while you’re loading in?

[indigo creek]

@teal dome hello can u kindly check dm pls?

[nimble wedge]

Hi, i just made a purchase recently and the transaction failed, i don't know what causes it but i usually pay using paymaya wallet thru google pay, i checked what happened in the transaction but google says it is declined. This is the first time i encountered this issue. the payment didn't go back in my account, but also didn't reflect on the game. here is my ID: 4asy4f22

[cinder bone]

when i play it, suddenly crash

[oak widget]

You’ve got to contact your bank or Heartopia support

[nimble wedge]

how can i email the support?

[oak widget]

In the setting in game

[obsidian geyser]

can we find a way to get this fixed thousands of players have brought this up im tired of grinding to get ingredients to just keep loosing them due to my cats phasing through my legs and blocking my stove why has this not been fixed or address at the least on when or if this has even been brought to devs or will ever get fixed its been over 4 months of this issue and its starting to seem like 0 effort to fix it

[uncut bramble]

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

[woven hemlock]

Devs and staff do not look in this channel, if you’d like to give them feedback on game content, please use 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 ("Feedback Record"). Check back on your tickets from time to time, as you won't otherwise receive a notification when they reply.

In the meantime, 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

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

[vernal tundra]

Good morning, does anyone know what I can do? I've already repaired it 5 times, on PC too. I've uninstalled and reinstalled the game, cleared the cache, etc. Please, I can't lose today's missions.

[woven hemlock]

Can you check to see if you have any iOS updates to install? Can also try to reinstall the game and see if that helps

[warped jacinth]

Hello,
I’ve noticed an issue with building materials that were available during the beta testing period.
It seems that accounts that participated in the beta do not see some structures the same way as other players.
Here are a few examples:
The “wooden fence with pointed stakes” appears without the pointed tops once placed.
The “rope safety barrier” has square posts in-game, while they appear round in the preview.
This issue affects several older building items.
The difference is only visible when the objects are placed in the world, while the preview (for example when selecting paint colors) displays the correct model.
This suggests that beta accounts may still be using older versions of the models, different from the current ones used by other players.
Could you please check if this can be fixed server-side so that all players see the same structures?
Thank you!

[woven hemlock]

Devs and staff do not look in this channel, if you’d like to give them feedback on game content, please use 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 ("Feedback Record"). Check back on your tickets from time to time, as you won't otherwise receive a notification when they reply.

[warped jacinth]

Oh okay, thank you !

[crisp oyster]

Hi! I've been trying to log into the game for a long time now, and it keeps saying there's an error connecting to the servers and to check my network, but my internet is fine. I've already cleared the cache and restarted my phone, but it still won't let me in. How can I fix this? Thanks so much!

[woven hemlock]

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

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

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

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

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

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

[woven hemlock]

^ you also, can try the above

[marble jungle]

Can you guys please do something about this: when I cook and my cat comes to me it blocks me from interacting with my stove eventually leading to me burning the food and not being able to retrieve it either! I have lost so many ingredients already to this! Please make it so pets won’t be able to get close to you when you are cooking!

[solemn surge]

This already has been talked about here, scroll up to see what you can do to prevent this from happening hun. I just caught up and above they answered, hope that helps you 🙂

[faint vault]

Jules! Were you able to successfully log back in to your other account?

[vagrant valve]

Hii 🤭 I’m new to this and wondering if anyone can help me. Does anybody understand what this means? Will I get the rewards in 4 days or do they expire in 4 days and I have to pay the £2.69 to get it again?

[faint vault]

They expire in 4 days. Your membership has expired and they are holding what you would have gotten if renewed

[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.

[vagrant valve]

Thank you!

[solemn surge]

Baboo, I am back, I just couldn't try anymore as I had a headache, crying and being so upset, I have figured out the account I need to use is julesthrower08 with user cherryblossomskullz, but I have logged out on the game screen, only issue is, do I use edge because that is what was installed on my pc but when I googled videos for help it was said to try Chrome and I did switch to Chrome on my laptop, I miss playing, I am missing out on so much, as of right now it still wants me to start a new game which I don't want, I just want my main game back, I can't get either to show up, I have contacted Steam, contacted HT for help, I found out one account was for a different game that I no longer play, I wish I never made a second account and none of this would have happened, I am currently sitting here wanting to cry again. I am on my steam account showing all my in game transactions for Heartopia but don't know what to do, I tried last night of logging out of wifi, waiting and logged wifi back on, I'm just not sure what to bind to get my main account back and I only have one friend I could possibly message to tell me if I still show on their friends list

[solemn surge]

Ivy love, just posted a paragraph below

[crisp oyster]

As I said, I've already tried everything and nothing works, including what they suggested above, but thank you very much.

[languid apex]

uhhh? should i report this as a bug? the cat keeps dissapearing as i'm washign him

hes showing up with each new animation then he just poofs again

[proud ingot]

momdx has been warned

Reason: Posted an invite

[languid apex]

update: both my cats did this (both were in the house), meanwhile washed my dog outside and had no issue. thats very strange

[hazy vortex]

guys is it normal the ''order ticket '' disappear when we make a new order??.. it happen to me twice..

[warm heron]

I've tried everything. I've reinstalled the game twice, rebooted my router. i dont know what to do to fix this

Im just going to download it on my Ipad and see it works there

[faint vault]

Does the browser type matter? If you originally used Edge, wouldn't that still work again? Just login with the old email address you used before

[vale walrus]

Does anyone else have the same problem as me? - While hunting, the character stands still and doesn't move, and while hunting insects, it doesn't move either

[uncut bramble]

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

[solemn surge]

Idk i am too scared to try lol but when binding it shows Google not Edge? I haven't tried logging back on yet, adulting rn at home lol

[faint vault]

@white warren @spring plinth the spam is back

[spring plinth]

Thank you

[faint vault]

I don't think your account is lost, but you have the game linked to a whole other email address, so yes, of course it won't retrieve your data from the other account. Only way to get your main account is by login in to the orignal account with the original login credentials.

Just out of curiosity, why did you even make a new account? Were you just intending to switch servers? Cause that you can do without needing to make a whole new account with another email address.

[solemn surge]

I was trying to see if I could go to global or sea to see if the shops have different items, but Erisse (other account) ended up on US server too, I have a content creator who is on sea server and US server so I know i messed up

[rare sky]

hello, does anyone know where to contact customer service?

[real whale]

sorry to bother but my cat continues to hide through walls, items and even under my home sometimes.. who else know a way to get it from doing that

[faint vault]

Yea, you went at the wrong way, for future reference, just use this button to switch servers. No need for new accounts. Secondly, all servers are exactly the same, we all have the same content, just timezones are different, that's all. Hopefully you can just log back in with the other account when you get a chance

[gilded torrent]

Anyone have issues with customer service responding back?

[faint vault]

-# Woah, what's with the 1 min cooldown now? 😭
@vale walrus You still having that problem? Are you playing on PC and happen to have a controller connected?

@rare sky If you're on start screen just go to settings (little cog wheel), same in watch go to settings

@gilded torrent How long ago did you message them? It's the middle of the night for them right now

[gilded torrent]

I’ve emailed them twice about the issue. Last message was two days ago

[golden fern]

the update goes to 97% and then restarts and this keeps happening

[faint vault]

Is the ticket still showing as open? (Watch > settings > account management > support center > headphones > feedback)

[faint vault]

Have you tried restarting your router since you said you had maintanance? Manually forgetting and reconnecting to the wifi?

[uncut bramble]

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

[golden fern]

i did restart my router also my sister updated hers on her device so im guessing its not my wifi then?

[faint vault]

Probably not. Does it let you access the title screen to at least "Repair" the game?

[golden fern]

no i can only contact customer support. after this screen i get the update pop up

should i just reinstall it

[faint vault]

wouldn't hurt to try

[golden fern]

okki tysm

[faint vault]

Good luck! Hopefully that works

[warm heron]

Update on my issue. Game works fine on my Ipad. So its something to do with my computer

[faint vault]

Steam?

[silver isle]

why i can't login, i already turn off defender site

can someone help me

[ornate juniper]

anyone knows how to fix this?

[solemn surge]

Now I'm going to try again, do I sign in with Google or Steam login? I am freaking out!

[faint vault]

What did you use to sign in to your main account? It has to be the same way you did it the first ime

[solemn surge]

I honestly don't remember, I have only been playing for like 3 months, I clicked play from Steam, I did not click the icon on my desktop, I am 53 and feel like an idiot for messing up

[cobalt anchor]

Its okay it happens, just try to log in with steam and if it starts giving you the tutorial, try to log in with google

If you havent logged in with steam before, i suggest trying google login first!

[faint vault]

Don't feel bad over it. Ultimately it's not as bad as you think it is and if anything, there was plenty of learning along the way. Since you know how to log out now, as Mossy suggest, try with Steam, see if that brings up your original account, if not, then use Google. If you can't remember, it'll have to be trial and error

[cobalt anchor]

^^ yep, i’ve definitely done that with other games before lol

[uncut bramble]

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

[solemn surge]

This is what i get now, I clicked start via Steam, went to tutorial, rebooted, clicked the game icon via desktop and now I'm at the start, no windmill icon, only America, when I clicked the icon on my desktop it said log in with Steam, when I did that it was the tutorial to start new 😭 i haven't clicked the person icon this round

[faint vault]

That's fine, we were anticipating that Steam might not the original account. So log out and try the google one this time

[solemn surge]

Trouble is Steam is bound and so is Google, I have logged out numerous times and they are still bound, would Uninstalling and reinstalling help?

[faint vault]

No, it won't, because it's not a problem with the client itself. It's literally account access.
So you binded your original Google account to the new Steam account? Just log out and test it going through Google, won't hurt to try.
I this point I'm worried that you binding your old account onto the new one might have overwritten it, but won't know until you log in with Google

[velvet kiln]

Is there a way to refund what you spent and delete account? This game is trashy with everything being paywalled

[faint vault]

Only through your bank. If you do a chargeback the game will put you in the negative hearts anyway and extremely limit your gameplay

[velvet kiln]

Even through old purchases? I love the game but I can’t keep doing this with everything cool payed it’s not a game at this point and just a spend machine

[faint vault]

Welcome to a gacha game. And i'm not sure how far back your bank will allow you to chargeback, that'a conversation you have to have with them.

[velvet kiln]

True but it made it seem like it was a better gacha game and more fair but hoped too much and yeah I’ll try, thank you for the help

[woven hemlock]

Don’t have time to help troubleshoot, but it’s impossible to bind something to two different accounts — most likely, the original account was bound to something unexpected, like a different email than the one they think was used

[karmic wren]

Does anyone know why I’ve been muted I haven’t done anything I barely talk in the game and the date makes no sense

[faint vault]

Can’t it? Because if look at my account compared to hers. The “bind” isn’t available on both Steam and Google for her. So I can only assume that they’re binded together. While mine (connected with Google) even though I can log in on Steam just fine, doesn’t show Steam being bound Sorry, I know you already be away and busy to reply

[faint vault]

Are your red hearts in the negative?

[karmic wren]

Yeah

[faint vault]

Did you do a chargeback/ refund? If so, that’d be why. You’d only be able to have full access of the game once your red hearts are back to positive

[karmic wren]

Ah alright thank you

[teal garden]

Recently i changed blueprints, and I can’t find my large tank. Has anyone else had furniture disappear? I can’t afford another tank 💔

[uncut bramble]

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

[warm raft]

Hi everyone,I'm having a problem with Heartopia and I was hoping someone could help me.
Whenever I try to enter the village, the game starts loading but stops at 26% and then crashes, showing a Unity error. This keeps happening every time I try.
Does anyone know how to fix this or what might be causing it?

[hearty pewter]

Its possible that it went to your warehouse or mailbox.

[golden fern]

it worked yay ty

[oak karma]

can anyone help, what does counter mean when you click load etc?

[faint vault]

Where are you clicking "load" or do you mean the max load you see when you're building?

[oak karma]

when your building yes, you see the load total and if you click it, it shows how many of each item and creative score. but what is the counter one?

[faint vault]

There's a limit to how much you can put in your build, the load shows you every single piece you add (building materials, furniture, decorations) will add to that load. One you reach it, you can't place anymore. Our max, once you have all 18 plots, is 350k

[oak karma]

hang on let me show u screenshot. it in the sub category . under bubble machine, thats wht im not sure about

[faint vault]

Place a countertop? see if that's what it means by counter, I honestly I never paid attention to the categories

[oak karma]

there is osme placed already aha, s o not sure but ty anyways

[woven hemlock]

it might be an item that we don't have available yet, i don't think i've seen anyone with that counter filled yet, so no idea what it could be. or maybe it's an item that people just don't really use

[woven hemlock]

so when i say you can't bind the same account to two different accounts, i'm saying that you can't take, for example, the same email and bind it to two separate heartopia accounts. what you're showing me right now is all bound to the same account, but it's different accounts (in your first screenshot, a google account and a steam account is bound). even if you use that same google email to sign into steam, when you sign in with steam, it's considered a completely different log in method

when they initially came into the channel, they said that they created a new heartopia account with a different email, and are now having trouble logging back in to the original account. this usually means that the original heartopia account used a different email to log in than they thought they used

[faint vault]

I understand that. I didn't mean that they were binding the same account to two different ones. I wondered if while in the new account they bounded onto the old one and overwrote it. But CS got back to her and showed her exactly what email address she used for her original account (she's DM'ing me now). Problem still being that she doesn't know how to connect to it (it's an outlook email address). Both Steam and Google login attempts she made take her back to the new account, which makes sense since neither are connected to that orginal email. I asked if that email address is maybe Apple ID or Facebook connected, but she doesn't know.

[woven hemlock]

yeah, heartopia makes it really difficult to figure out what email / log in was used, i hope they make it more clear in the ui in the future. if she was able to connect in with the outlook email, she must have used one of the log in methods available doesn't hurt to have her try and log in using, say, apple id or facebook, just to see if there's an existing account attached

anyways back to work i go o7

[faint vault]

Thanks for jumping in! Don't work too hard!

[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.

[sleek jungle]

Is anyone else experiencing this weird lag/freezing on mobile today? The game runs fine on pc, but on the phone it just freezes and makes me burn stuff. I was watching something on another device the whole time and nothing lost connection there, so not entirely sure that's my internet.

[cobalt anchor]

My phone and ipad lag when ive been playing hato for a longer time but its not usually too bad, not sure of any exact reason tho if nothing has changed for you

[sleek jungle]

Not sure, I was playing on pc for a while and it was fine, then switched to phone for a bit for some cooking and kept burning stuff and not even being able to pick up truffles without freezing. I played on my phone a lot before today and didn't have any issues. Just saw someone on Reddit say they've been having this too so I thought I'd ask here to see if it's just us

[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.

[wintry surge]

hi, im having an issue where the book stand doesn't display all published books. i'm talking to a friend right now who is showing me that she updated a novel series to be published, but it continues to not be in the store. im certain she is in my friends list.

does this issue track with anybody else? please help!

[fervent quail]

I'm trying to get into the game, but it loads a little bit up to 39%, then it reloads again, and when it finally loads to 100% it says I don't have an internet connection or something like that and to check again. Is anyone else experiencing the same thing?

[wintry surge]

that used to happen to me when i ran certain vpns, it would stop at 39%

[fervent quail]

I don't use any VPN... I log in normally from my assigned server... and this started happening today... yesterday I logged in normally and everything was fine 🙁

[crisp oyster]

I haven't been able to log into the game all day. Several people have already reported this issue. Will Heartopia suport do anything about it?

[kind locust]

how to fix this?? i can use other apps but not heartopia

[timid girder]

Hey guys, I logged into my Steam account on my friend pc, but when i tries to log into the game it links my account to her town . What should i do

[uncut bramble]

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

[soft sable]

hey for some reason my cat will dispear when it jumps on my head or it will show up but i can never set them down? i dont know why this is happening i be;eive it may be a bug?

another thing is i keep getting these random spikes of lag and such it keeps going higher and higher might be another bug but i cant make bug posts so ill just post them here

[wraith perch]

you should be able to logout of her account on the home screen and login to your own account

[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.

[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]

usually this happens because the game is having trouble connecting to your network, which is not the fault of your network, but the game's optimization. you can usually fix this by switching your network temporary to re-establish the connection, such as from WiFi to mobile data

[woven hemlock]

when you log in to steam, are you logging in using steam log in, or are you logging in using email/facebook/etc?

[woven hemlock]

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

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

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

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

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

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

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

[woven hemlock]

they don't look in this channel for bug reports, the only way to officially report a bug is to use heartopia' support center. the game isn't optimized well, so many issues logging in can be easily fixed by temporarily switching network connections (eg Wifi --> mobile data). if you describe the error you're getting when logging in, the community can suggest any other common fixes we've found

[woven hemlock]

if it's saying an error with the network connection, can you try switching your network (eg Wifi -> mobile data) just for log in purposes? the game isn't optimized well, so it can lose the connection even if you have a strong network

[soft sable]

i dont have mobile data since i play on a computer :/

[ancient bison]

is it normal i cant find my ticket in my backpack??

[woven hemlock]

the book stand (and music shop) only shows a certain number of books by a user at a time, that's intentional. if it's a book from someone on your friend's list, the shop will randomly pick (i think) 2 of their books at a time to show. if you want to get a specific book, you'll need to town hop with them a few times to generate new books. alternatively, you can have your friend gift you the book using the lv3 friendship gifting action, since they can buy a discounted copy of their book from their writing desk

[woven hemlock]

if you don't have another network available, you can try a VPN instead - many players here use ProtonVPN, it's free and will function as a separate network

full list of suggestions below, in case you have one of them and want to try that first:

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

[wintry surge]

thank you that helps us a lot!!!

[woven hemlock]

the game's optimization isn't good, so even if your network is super strong, heartopia can lose connection with the network / bug out. if you're getting bad ping, can try the network troubleshooting tips below, but if the main issue is lag/freezing, there could be a few reasons its happening. either way, feel free to report it to the support center so that the devs can look into it

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

Help! My game keeps lagging!

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
• since all serveres have started the new cinematic event, it’s likely due to too many players logging in at the same time for 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. hopefully won't be as bad as then because it's a smaller festival, not an entire new 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
• Make sure your device isn't overheating
• 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

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.

[wintry surge]

this rings so true to me, ever since the america servers have been getting more experienced players i haven't been able to board cats without crashing (wrong reply, this is about game optimization with house loading)

[woven hemlock]

hahahah

no worries i got u

one time i was playing, my phone was getting under 10%, and a fancy house spawned near me, and my phone immediately lagged so hard it crashed

there's a reason there's a load limit ig 😔 any higher and nobody would be able to play

[wintry surge]

ive had such smaller houses than mine lag me to the point of continuously crashing just because of forestbell spell furniture

[woven hemlock]

god yeah, the forestbell furniture take up a loooooot of load

i've been considering collecting data for how much load each furniture takes up on its own

[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

[gentle badger]

hello , Ive tried to purchase the package but i dont have any notification receiving it . And it has been deducted on my account

[rugged wasp]

like the event package?

[gentle badger]

yes

[uncut bramble]

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

[ancient bison]

ooooo thanks so much!

[rugged wasp]

contact support whatever you do, do NOT submit for a refund. they will "ban" your account for 10 years until it gets fixed. Learned the hard way. let them know the situation. they have been having issues with apple pay purchases. unknown to when they will fix it

[twilit tusk]

It's the same display for weeks now
Is it supposed to be like this or change like downstairs?

[lunar nexus]

it says I have a kitty on my head, but there isn’t one

[woven hemlock]

Invisible kitty has claimed your head, switch towns a few times to force it off

[woven hemlock]

It changes, but it randomly picks a set you have available + a color, so it is possible to get the exact same set several weeks in a row

[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 received the purchase, since it's possible to send it to the wrong account (someone before said they paid for a pass, and later they found out the pass was given to their sister's account instead of their's, despite not having a problem with it in the past)
• if it's the membersehip or pass, there was a recommendation from customer support to another player, to click 'repairs' on the start screen, and then pretend to re-purchase it by clicking the purchase button, just to see if it triggers the game into going 'wait you already have this' and give you the pass. don't pay for another pass though, cancel out of it after regardless of whether it works or not

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

[woven hemlock]

they punish the account because the heart balance goes into negatives, not because of the refund itself

[woven hemlock]

Can you check to see if you have an update for your graphics card?

[woven hemlock]

Sometimes furniture wont load in properly back to the inventory after switching blueprints, a few things you can try if it’s not in your mailbox like jarhead suggested is: click ‘repair’ from the start screen incase the file corrupted; check to make sure you dont already have the tank placed in your current home; apply an empty blueprint to force all items into your inventory; switch blueprints a few times. Not sure why, but switching blueprints a few times sometimes forces an item to reappear

[woven hemlock]

try updating your graphics card if you play on pc

[woven hemlock]

i’m not sure what i’m looking at on the screenshot, can you explain what happens when you log in?

[woven hemlock]

You can’t stop it from doing those things, pets go where they want to go. You can, however, reset their position back to the front of the house by either going into build mode for a few seconds, moving a piece of furniture, then save and exiting, or; switch towns

[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

[hasty rune]

I was cooking at a friend’s place and the dishes were automatically removing themselves and putting themselves in my mailbox as burnt food.

I will try and get a video.

Update: it fixed itself so video is useless IG

[woven hemlock]

Mustve been a temporary glitch, but if it happens again, you can try to take note of any similarities in the situation to report to the support center

[charred hawk]

I tried everything but it's still didnt work Q-Q i also go to the other channel and tried those but it's the same

[teal garden]

Oh my goodness it was in my mailbox I'm so silly, it's been a long week of uni 😂 thank you!

[proud ingot]

usermuswr123 has been warned

Reason: Posted an invite

[woven hemlock]

Do you have another device you try to log in from? Eg instead of pc, try mobile

[charred hawk]

i already play on mobile and want to move to pc -_-

[woven hemlock]

Is it working on mobile, but not pc?

[charred hawk]

yes it's keep saying unknown error

[proud ingot]

daniel77o has been warned

Reason: Posted an invite

[woeful moth]

So I gifted the festival pack for a friend. The game never gave me an indication that it was purchased. I went to her name to see if I could send her the pack again and if not than surely that would mean she got the gift and already owns it...not the case I was charged twice. Trying to get customer support is a challenge to try to reach and get to reachback (atleast for me). What actually happens when you purchase the festival twice for the same person?

Also, why is that a thing? Also, why no notification indicating a purchase has be made and sent?

Thank you in advance

[woven hemlock]

This is going to sound really silly but I found another player who had this same error message and they said they clicked the start button repeatedly and were able to get in eventually. 😭

[charred hawk]

hmm let me try

[woven hemlock]

It’s possible to have duplicate of the same pass because you can save it for the next fashionwave / festival, depending on which pass you purchased

There should be a notification for a successful purchase, but the game’s been having trouble with the payment system. Check your bank/card provider to see if the payment went through on their side

[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.

[calm needle]

Not sure where to post this but my friend bought me a premium ticket for the winter pass and i already had it so it didn't work, should he or me ask for a refund if can even get one.

[charred hawk]

Nope it didnt work......

[woeful moth]

I appreciate you responding, I have checked with my bank and they have confirmed its been charged twice. Would I be able to get a refund? Or even just have the 10.99 put into in game currency like the hearts?

[verbal basin]

My friend keeps getting an error that says “Error getting the list of servers. Check your network and try again later.” Her internet is fine, and she has tried to use the repair tool as well as reinstall the app. Does anyone know how else this can be fixed?

[proud ingot]

usermuswr123 has been warned

Reason: Posted an invite

daniel77o has been warned

Reason: Posted an invite

[woven hemlock]

The winter pass from the frostpore fashionwave ? You can save it for the next fashionwave and use it then, or you can gift it to another friend. Heartopia doesn’t really do refunds, so even if you try to get it refunded, they’ll most likely just ask you to save it for the next fashionwave

[woven hemlock]

You’ll need to ask customer support for that, but most likely they will say no because it can be saved for the next festival

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.

[calm needle]

I was going to use it for the cinema pass but it didnt work if thats what you mean. Im pretty sure i got a postcard saying itll be deleted soon. Thanks for reply 🙂

[woven hemlock]

The mail about deletion is not about the season pass, its about the exhibition tickets for the gacha banners

[calm needle]

Ahhh thanks 😊

[woven hemlock]

The game gave out some free exhibition tickets, but they were limited time so they had an expiration date originally of April1. However, due to an error, it displayed as May 9th after a recent update, so the game honored the mistake and extended the expiration date

[ornate violet]

why is my game insnaley lagy

[round rapids]

Industrial chair black dont look black when placed, or is it just me?

[hollow hinge]

NEED HELP STUCK AT LOADING SCREEN 100% ONLY 🙁 Anyone how to fix this?

I tried verifying in steam settings but still stuck

[round rapids]

The new floor stone pattern is also streched out. 🙁

[uncut bramble]

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

[pulsar nymph]

hiii, can someone help me what can i do to solve this issue¿ it says failed to get server lists, i tried to restart and repair but none worked

[left spear]

I have the same problem, and from what I can see, those of us affected are those of us in Colombia

[faint vault]

Have you both tried using a VPN to see if that fixes it?

[stuck fjord]

Is there an issue where if I have an account made on global I am unable to log in when on holiday in asia? It keeps acting like Ive never played before

I also think Ive accidentally bound my steam account to the wrong email on my phone
Which i dont really understand because when I was in UK i logged into my phone to play loads of times already

[left spear]

I'm downloading a VPN, but honestly, I don't think it's right to have to use an external app for a game problem

[pulsar nymph]

im not from colombia but i have it, and my friend too and shes from mexico

[left spear]

I honestly don't know what's going on, but it seems to work with a VPN.

[faint vault]

It’s not, and it seems to be occasionally happening with some regions and their networks. I don’t know if this is the same situation, but most often than not it’s a waiting game for it to fix itself

[pulsar nymph]

i haventtt but ima try noww, ty for the idea