technical-help

[smoky ruin]

Is anyone else having a problem with pings jumping up really high after the latest update?

[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.

[mighty anchor]

My pets aren’t using the automatic feeders, even after I filled up the said automatic feeders with food…Could you fix that?

[topaz crystal]

does doris suppose to show on petal rain?

[untold mural]

this update start again and again

[carmine basin]

yeah actually

[woven hemlock]

No, its like an aurora where its just aesthetic, doris doesnt appear

[woven hemlock]

Pers do not really like the automatic feeders, they’ll sometimes describe it as an unfeeling machine. Takes time for ghem to warm up to it, and they’ll usually eat a little if theyre desperate, but if you want ur pets to always be at 100% full, you’ll want to hand feed them still

[modern mulch]

slight problem for me on steam version of the game, when i check the profile of my partner it shows an incorrect profile photo. the photo that i see there when i play on my laptop is from someone elses profile. it should look like the second image which is normal on mobile. it's been like that for a while now how do i fix this if possible

[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.

[onyx edge]

I have two cats, and no matter if I claim the gift icon of my 2nd cat, the one who appears in the picture is ALWAYS my 1st cat.

[hushed dagger]

i have a general tech support can i follow the redeem channel into another discord under and annocemnet 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.

[jolly flower]

How will the refunds work cause of the exchange?

[latent kite]

Hi! I topped up through steamwallet but it doesn't reflect on my game. How much mins/hours should I wait to reflect on my acc?#

[ember maple]

I've been trying to log in all day, I waited and then logged in but nothing happens.. i really want to play and i don't wanna lose my things

can anyone help? pleeaseee

[devout glade]

Is there a fix for the camera getting stuck in overhead view when trying to bug catch/fish?

[uncut bramble]

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

[dawn briar]

what loc is this?

[devout glade]

Also, do they do progress transfers between servers?

[noble cosmos]

aint no way the game is this slow tooday what is this 😭 why cant it download fast

[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.

[flat fossil]

what is this i cant log in 😭 i just bought the new character this morninig

apparently in the phillipines if your INTERNET PROVIDER IS PLDT your heartopia will not load how ever if you you data it will load.

[floral narwhal]

my internet provider is PLDT but I can still play the game

[flat fossil]

oh lucky you. i have friends who cant log in atm too using PLDT

[granite solar]

the game becomes so laggy day by day 😩

[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.

[sonic glen]

i can't purchase the red hearts, why is that? anyone encounter that before?

[exotic gust]

is this stretched floor bugged or is it acc supposed to be like this

[sinful reef]

Hello, i received only 4 tasks today is that normal ?

[carmine fiber]

one should be story request and thats yr five

[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.

[spring spade]

Helloo guys are there also other people having the same problem as me? My game is not loading on both my ipad and iphone. I cannot play😭😭

[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.

[lucid dragon]

Heyy guys so i was just coming to see if any other steam players were having trouble opening the game? I don't know what it is but I keep trying to open the game and it opens for a second and then the logo screen pops up with a red exclamation mark and then it closes. I've deleted it and redownloaded so many times and it just does the same thing and has done it since the last time I updated it. I was just wondering if anyone else was having this issue who also might play on steam so I can see if it was maybe just my laptop. Everything else opens fine it's just Heartopia that won't open.

[raven summit]

Heartopia won't even let me log in.. Tells me there's some unknown error, I've uninstalled, repaired files, everything. I sit here and try to log in 18 times, Still nothing.
"Unknown Error"
"Cannot find player info."

[uncut bramble]

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

[mint plover]

Im having problems logging in as well it says fail to aquire resource hotflix configuration please check your network connection but my internet is fine?

[opal sentinel]

Can't log into the game on Steam. Seems to work fine on mobile (Samsung)

[jade musk]

I can't look at the big wolf lottery channel. It says I don't have permissions to post in there or view it.

[wraith hawk]

Hello!! I purchased the festival recipes but my inventory was full so they came in the mail. I accidentally claimed them without emptying my inventory. 🙈 Now they show as sold out on Massimo's shop and I can't claim them again from my mail. Is there a fix for this glitch? 😭

[cedar siren]

how can i look on big wofl lottery channel? i cant see because didnt had permission for that channel

[foggy wraith]

we all are unable to access the channel for some reason, they're working on it now
so gotta wait first~

[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.

[orchid cobalt]

has anyone noticed the heroine title is missing for the prefix title but not in the suffix one? or is it just me?

[digital prism]

For the Gilded Acorn Exhibition, It states "Next 27 Draws guarantee Unobtained Rare Exhibit." But I have all the rares. So what is this guarantee? I don't seem to get anything special. I just get tickets over and over.

[neon nest]

is this happening to anyone else? im on mobile and my internet connection is just fine but i keep getting this and i already tried the repair button

[fervent kayak]

New issue... I log in, do my dailies fine. No hiccups. Pull out my rod near the new fishing event, and it locks me into place. Can't walk, can't fish. Someone can hold my hand to pull me around. But I can't do the event which is really grinding my gears.

[hollow frost]

Help.
I just invited someone to join an event. But she was in different town with me. But when I teleport to their town, I can't move at all. I have tried both resetting the position and re-logging in. When I tried it for the first time I still couldn't move. But after several re-logging in, I finally managed to get it working. However, I couldn't type in chat at all. I've tried re-logging in several times again, but the problem remains the same. Please help me.

[fervent kayak]

To add to this. It seems to be every tool. Like when it comes out of your pocket and into your hands, the game tries to use it immediatly and it seems to be bugging it out. Then you get locked into a non-moving state.

Tools are not aimable either because of it. The tools do not let you hold down the button to aim. You can hit the use button and it will cast in whatever direction it has locked you into. But the game is unplayable rn.

[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.

[mighty anchor]

Oh. But the issue is, I’ve had it for a while to the point where they should’ve already gotten used to it, and the machine still remains untouched and full of food. Even when I go back online to check on the pets and the feeder (to see if it need to be refilled) before I do my daily requests for the NPCs, they still haven’t eaten out of it, and I’ve never seen them eat out of the machine while I’m online and busy with the said daily requests either… 🤷‍♀️

[strange bramble]

WHy do my cars keep going missing when i have my setting to drive them as self only!?

[fervent kayak]

oh the auto pet feeders were 1000000% a waste of my currency. The cats would rather STARVE

[mighty anchor]

That’s what mine are doing too, only I don’t want them to starve while I’m out of the house or offline. 💔

(Didn’t buy mine out of currency…I bought mine out of the pet point thingy)

[fervent kayak]

I have animals irl XD Of course I don't want them to starve. But between them hating the auto-feeders, and the cats only ever being interactable half the time... They end up hungry and nothing I can do about it.

[mighty anchor]

Yeah… 😔↕️

I hope that gets fixed

[trail mesa]

Hello, I accidentally binded my steam account while I have my google account already binded. Now it’s making me start over again and I cant unbind my steam account. Does any one know what to do?

Pleasee helpp

[cyan barn]

Hello, I have a problem where I logged into my account from a new device and now I cant find my ordering machine ticket anywhere, Ive looked in my inventory and the house inventory and in the machine but I couldnt find it anywhere and now I cant use the ordering machine. Is there any fix for that?

[faint vault]

Is this after completing two orders? You don’t get a ticket back after every order, the first two were free.

[cyan barn]

Oh yeah, Ive ordered twice, how can I obtain new ones then?

[faint vault]

They come from the surprise gacha egg you get from resident requests. They’re pretty rare

[cyan barn]

Oh.. wish I knew that sooner, thank you!

[faint vault]

Your best option is to contact customer service and see if they can 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.

[proud ingot]

im.daysita_19 has been warned

Reason: Posted an invite

[foggy violet]

why dont de bizzare mushrooms spawn no more???

[muted sail]

yea because they focus on pc,no complain from pc means the game is fine

[steady wasp]

I'm having an issue where I'm still crashing everytime I cook. I've wasted so many ingredients and seasonings trying to grind out money and I don't know how to fix it. It's happening on pc and on mobile

[uncut bramble]

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

[remote widget]

?

[woven hemlock]

@spring plinth @white warren mr beast would like to sell crypto again

[spring plinth]

Won’t work this time

[white warren]

[woven hemlock]

his career as a businessman is failing...

[woven hemlock]

hmmmm if it's crashing on both, it may be a problem with the game itself, rather than a technical issue from your device....

• have you tried clicking 'repairs' on the start screen in case its a matter of corrupted game files?
• if your house is close to load limit, try saving your house as a blueprint and replacing it with an empty blueprint. i noticed you have a lot of the flower trees placed, i'm wondering if they're causing the crashes
• try closing any app overlays (such as Discord) while playing to see if the game runs more smoothly
• could you get a video of it crashing and send it to the devs through the support center? you can cook a really simple recipe (eg blueberry jam) so that you're not wasting your hard-to-get ingredients

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.

[ebon quail]

I'm not sure where to go. But I purchased the Marshmallow items but didn't receive all the things I purchased. Now everything says its sold out. I don't know what to do or where to go about this.

[woven hemlock]

can you check your backpack, mailbox, and warehouse for the marshmallow items? if your backpack is full, overflow items will go first to your mailbox. if the backpack is still full when you claim them from the mailbox, they'll go to the warehouse

[ebon quail]

Oh! Thank you so much. I feel really silly now 😅

[woven hemlock]

no problem, easy thing to miss!

[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 have a low chance of spawning, they're not guaranteed to spawn. there was someone doing data collection a few weeks back, i think when they picked the same mushrooms 100 times, they only got bizarre mushrooms 1 - 2 times

[honest stone]

Does anybody having issues the furniture disappearing and reappearing when you walk around the house?

[woven hemlock]

it happens when the game is struggling to load in a lot of assets at once, such as when there's a lot of people in your town with large mansions, or if you have a lot of items placed in your house (i was at a house the other day that had 100+ stoves, and half the stoves would render at a time depending on where i was standing). you can try fiddling with the render setting in graphics to see if that helps, but otherwise it's just the game struggling to load in all the items at once. if you get a video of it, can send it to the support center to see if the devs can do anything about it

[woven hemlock]

try fiddling wiht your graphics settings, like switching to low and then high to see if it 'resets'

[woven hemlock]

you can bind both steam and google to the same account without starting over -- did you bind it to the same account, or did you create an entirely new account?

[woven hemlock]

if you have them placed on your plot, they migiht count as interactable furniture / etc. try changing that setting to see if it still happens

[woven hemlock]

when they do eat out of it, they only eat a little bit. it's not a reliable method to ensure the pets are full, and it's not anything you're doing wrong either, just how the autofeeders work 😔 you can give the devs feedback about the autofeeders 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 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

[honest stone]

I was able to fix by turning on optimization mode on settings.

[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 !

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

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

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

HID-compliant consumer control device
HID-compliant game controller
This should temporarily resolve the issue — the game isn’t controller-supported, so anything that is detected as such causes these sorts of bugs

[woven hemlock]

try these first, especially the VPN if nothing else works:

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

[uncut bramble]

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

[woven hemlock]

the text is stating when your next pity is guaranteed to take place, so if you've confirmed you've already received all of the rare items, then i think will just give you repeats forever, since you can use the stubs to exchange for either duplicate items or recolors

hi meowbot

[woven hemlock]

if you take a screenshot comparing the two, can send it to the support center for confirmation if it's supposed to be missing

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]

check your warehouse, as that's where items from the mailbox go when your backpack is full

[woven hemlock]

do you get any specific error?

[woven hemlock]

try this:

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, and is free)
• 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

[woven hemlock]

can you try clicking repairs first to see if it's a matter of corrupted files from heartopia's side? if that doesn't work, try the network troubleshooting suggestions below:

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

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

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

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

• a different WiFi
• 5G, LTE
• Cellphone data / hotspot
• VPN (Proton VPN is used by a lot of players here, and is free)
• 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

[woven hemlock]

haven't heard of that one before, could you take a screenshot or video of it so we can see? maybe someone will recognize what's happening

[woven hemlock]

what sort of error are you getting?

[opal sentinel]

First it's "login failed, unknown error" and then once I am able to successfully log in, I get "failed to get player information, try again later." I have reset my modem and selected the "Repairs" option from the main screen and it nothing has changed :/

[woven hemlock]

report it as a visual bug to 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.

[steady wasp]

My house is pretty empty right now, might be the homes nearby me having a high loaf limit. I'll try the repairs button and hope that fixes it tysm !!

[woven hemlock]

i hope there isn't a regional struggle to get into the game again 😔

[woven hemlock]

can you try the other network suggestiosn below to see if they get work for you? especially VPN is usually reliable for players if other methods don't work

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, and is free)
• 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

[woven hemlock]

what happens when you try to purchase the hearts?

[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

regardless, please report it to the support center so that devs 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]

can you try these?

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

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

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

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

• a different WiFi
• 5G, LTE
• Cellphone data / hotspot
• VPN (Proton VPN is used by a lot of players here, and is free)
• DNS (Warp 1.1.1.1 is recommended by one of the helpers here)
  • (if no other option works, VPN or DNS is usually reliable to get you into the game)
    once you get into the game, you can switch back to your normal internet connection

[opal sentinel]

Thanks so much for this! Using a mobile hotspot I was able to log in successfully 🙂

[woven hemlock]

after you get into the game, are you able to switch back to your normal network?

the reason i'm asking is that i'm seeing a lot of network connection errors today, so i'm trying to see if it's an issue related to a specific region's network. if it's a network issue, you'll be disconnected immediately upon switching back to your regular network

[woven hemlock]

you can try switching your network to see if the download speed improves? eg Wifi -> mobile data, just to re-establish the game's connection. it's usually an issue with the game and not with your network

[opal sentinel]

I switched back to my normal network and my connection is great! Just did not like the login

[woven hemlock]

no, progress does not transfer between servers. when you start a character on a new server, you'll create an entirely new character - you can switch back and forth between servers whenever you want though, it'll just be different character saves

[woven hemlock]

great to know, thank you!

[woven hemlock]

this is a question type for #gameplay-help ~

but they will just direct you to the event thread anyways, so let me link it for you
Resources for the Cinematic Festival: https://discord.com/channels/1128257488375005215/1484799173877436558, there's a post in there with the location
-# for questions, please continue to ask in https://discord.com/channels/1128257488375005215/1460985755529773301, the event thread is just to collect information / resources

[woven hemlock]

are you able to mvoe around when you're bug catching/fishing/etc? or is it only the camera that's in the wrong place?

usually, it's because there's a controller connected, so can try this:

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

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

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

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

HID-compliant consumer control device
HID-compliant game controller
This should temporarily resolve the issue — the game isn’t controller-supported, so anything that is detected as such causes these sorts of bugs

[woven hemlock]

try clicking repairs on the start screen, if that doesn't work, try these:

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

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

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

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

• a different WiFi
• 5G, LTE
• Cellphone data / hotspot
• VPN (Proton VPN is used by a lot of players here, and is free)
• 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]

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:

• try rebooting the game to see if re-establishing the connection lets the items appear in your account
• 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. i'm not sure how long it usually takes for the top up to hit your account, but it sometimes takes a while due to the aforementioned reasons

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.

[wraith hawk]

Just checked and found them all in the warehouse, thanks so much!!!

[woven hemlock]

heartopia will try its best to resolve any issues rather than provide a refund - i've never seen someone say they successfully got a refund through heartopia, most people have done a refund through their card/payment processor instead

just a warning, if you do a refund, the game will deduct whatever items you bought from your account, which can put you in a negative heart balance. if this happens, you won't be able to do things like garden, decorate your house, chat, etc, until your red heart balance returns to a positive balance

[woven hemlock]

discord's message forwarding function for announcement channels is a bit buggy i think, you can try to re-do the forwarding to see if that getes it to work

[woven hemlock]

the gift will appear above a random cat, but the gift can be from either one, that's expected

does your second cat have any actions unlocked through playing? if it doesn't, you'll only get photos from the first cat

[woven hemlock]

try reloading the game and see if it's still there, should just be a visual glitch since it works on mobile

@white warren @spring plinth mr beast would like to try again

he's determined to become the best businessman in the world and we are foiling his efforts

[white warren]

🤣

[fierce nexus]

How do I go about refunds? How could I qualify

[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.

[onyx edge]

Both of them have a few of actions unlocked separately, but the only photos I ALWAYS get is from my first cat, never the second, just like I said from my previous text

[woven hemlock]

the cat has a chance to give the photo, but it's not guaranteed to give one + it will always appear on a random cat, not the same cat that gave you the photo, that's intended from the game. if you think it's a bug, (as in you've gone a few weeks without a photo from your second cat at all), report it to the support center 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.

[woven hemlock]

why are you asking for a refund? the staff don't really hand out refunds, i haven't seen someone get it successfully from the game itself

[onyx edge]

At this point I just blame my luck and accepted ill never get a photo of my second cat

Thank you for the help!

[woven hemlock]

what's your friendship level with the second cat? the higher your friendship with them, the more likely they'll give a gift

[onyx edge]

Almost level 4

[fierce nexus]

Oh I see

[woven hemlock]

should be able to get some then stare down the cat and demand a gift /j

[fierce nexus]

Ive heard ppl that try to refund from their google play app or such directly have been banned so I wanted to know if theres a proper way through game. Im just unsatisfied with items that I got today so..

[faint vault]

If you forcefully do a chargeback through your bank then your gameplay will be extremely limited. Considering that the banners are gacha, when you pull from them, you understand that whatever you get from them is purely luck based. Having CS accept to refund you seems quite unlikely

[vocal wadi]

Hi I just tried to buy heart gems and although it took my money I didn’t receive the gems. What do I do?

[fierce nexus]

That makes sense, thankyou very much

[tough nova]

Been playing this game since January. Since then, every week I am ONLY getting Living room set (Blue and Brown) every reset. I had the Blue living room set for straight 3 weeks. I am just waiting for the grocery set. Anyone also experiencing this?

[woven hemlock]

they didn't get "banned" for refunding per say, but because their red gem balance went into negatives (either they spent the gems before, or they didn't receive the gems in the game and did a refund); the game does already say in the banner that they wont return the gems/tickets for gacha banners if you're not happy with the things you got, since it's rng

[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:

• try rebooting the game to see if re-establishing the connection lets the items appear in your account
• 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.

[lucid dragon]

here's the video I genuinely have no idea why it's happening but it hasn't worked since the update to it on steam.

[woven hemlock]

unfortunately it is rng, but if you've playing since january, it sounds like your rng is really bad - you can send a ticket to customer support to bring up the issue with them

Help! I need to contact customer support!

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

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

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

[dawn palm]

I have a question, if I write in chat (with friend) in Polish, auto translation option will translate text into Chinese?
(I find translation use AI so I ask)

[tough nova]

Thank you so much

[woven hemlock]

it will auto-translate to whatever language they use, if they select the auto-translation option. they can click on the dialogue to open the chat panel, and there should be a thing to click on to turn on the auto-translation. but not all languages have it as an option (for example, i think arabic doesn't work, based on what i saw sometime ago)

[hexed yacht]

Hi Iam in American server, today I bought 20 dollars pack (two 10$) but I was charged 36$ 😭 this happened before as well. I messaged the support team just now.
Also, people in Facebook heartopia group says if we contact support team we will get ban for 10years is that true? 😔

[uncut bramble]

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

[proud ingot]

med. has been warned

Reason: Posted an invite

[golden fern]

no that is not true

[proud ingot]

djchronium has been warned

Reason: Posted an invite

[woven hemlock]

they didn't get "banned" for refunding per say, but because their red gem balance went into negatives (either they spent the gems and still did a refund, or they didn't receive the gems in the game and did a refund). consequences of being at a negative red gem balance include being unable to use chat, unable to garden, unable to decorate your build, etc

for billing issues, need to go through official support. i suspect for your case, it might be due to an incorrect currency exchange calculation between heartopia and your bank, so you'll have to verify that with them

[heavy basin]

I am having a huge issue where my game crashes mid event. I waste so many mermaid perfume and tails. It has been happening in events. Its twice now since update its happened at bird event and fishing event.

[woven hemlock]

does it crash when you're doing anything else? or only during events?

[woven hemlock]

ohhhhh unity crash ok
we don't have any reliable ways to fix crashes, here's some things to check for, based on what the community knows:

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

[heavy basin]

it has crashed once while driving before but it has been happening more and more. i did bird event earlier and it crashed i lost my bush and bird caller buffs, then just now at octo fish event after i caught 5 fish from my tail it crashed mid cast.

[woven hemlock]

hmmmm, can you check for the things i posted right above your recent reply to see if any of them help? not sure if you're playing on pc or mobile, so you can ignore the ones that don't apply to your device

regardless, can report the crashes to the game's support center in the game so that they can look into it also

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.

[proud ingot]

gabsz000 has been warned

Reason: Posted an invite

[tawny violet]

Hi, I have a question. How can I fix this error? It says it's my internet, but I've already tried my regular Wi-Fi, 5G, and even mobile data. The problem started yesterday.

[dire escarp]

hii, I needed to reset my pc yesterday and now when I open the game, it wants me to make a new account when I already have one and the game is connected to my steam account. I'm a bit confused and I don't really know what to do.

[woven hemlock]

have you tried VPN? VPN is the most reliable if no other option works

ProtonVPN is free and is used by a lot of heartopia players

[tawny violet]

I'll see, thanks

[young wing]

My game keeps freezing

[tranquil nexus]

can the festival pack still be gifted if the recipient already purchased it themselves?

[dire escarp]

I checked online and someone 3 weeks ago got the same issue as me (https://www.facebook.com/groups/842280328204364/posts/932003345898728/), I don't think I was logged in with anything else except steam but I still don't understand why the game wants me to make a new account when I'm literally using the same steam account I always used. It's making me upset because I have over 200h on this game and I also spent money.

[dusty cloud]

yep, you just wouldn't be able to use it untill the next seasonal event
there are quite a lot of people with an additional bought gifted fashionwave pass. they aren't able to use it untill the next fashionwave

[woven hemlock]

some things to check if heartopia is signing you in to a new account:

• double check your server. sometimes the game tries to switch your server based on where it thinks you're physically closest to, instead of the one you were playing on before, especially on a new sign in. you can open your server list from the start page to check from: click the globe icon on the start page, and check the list to see if you have an existing save file on another server
• double check your sign in method. heartopia is really sensitive + the game makes it difficult to verify which account you initially used to create the account, so if you have multiple versions of the same thing (eg 2 different email addresses logged in on your device), heartopia might have been signing you in using one email when you thought you were using the second. try all possible log in methods to see if there is an existing account
• for steam specifically, sometimes the game isn't retrieving the correct information from your router. try rebooting your router if you're able to, to see if it helps the game find your account

if you know your original UID and you can't get into your account, you can open a ticket with the support team and ask them to help you find what you originally logged in with

[tranquil nexus]

it cannot be refunded?

[dusty cloud]

you can try asking customer service but i don't think they will refund it since it's still usable, just after a lot of time
you can access customer support two ways:
01 . After you enter the game –
Go to settings

General > Account Management > Support Center (at the bottom of the page)
02 . From the title screen
Settings icon > Support Center > Contact Customer Service

[woven hemlock]

does it freeze at any particular moments while you're playing?

[young wing]

When I'm cooking

[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
  you can report it to the devs through the support center so 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.

[young wing]

Ok thank you

[dire escarp]

I rebooted my router and it's still not helping. I don't know what my UID is because I never had an issue before. All I know is that my heartopia account is connected to my steam account. I use the same google email for my steam account. I'm pretty sure my heartopia account is not linked with anything else except steam. For the server, I know that I was in the america server and I'm still in the america servers. I don't know what to do ):

[woven hemlock]

on the log in page, did you click 'steam' to log in or 'email' ?

[dire escarp]

Steam but I already tried with my google email, it's still not working ):

I also tried with facebook and it's not working

[woven hemlock]

have you ever taken a screenshot of your game before? the uid is usually on the bottom left corner of the screen, where it tells you your ping/frame rate/etc

can you go to the steam page and try verifying integrity of game files in case the files were corrupted?

alternatively, if you have a friend in heartopia that you know irl, you could ask them to search up your player profile to give you your uid

[dire escarp]

I've never taken a screenshot before because I never needed to and i'm checking the files right now, I'll update you when it's done (It's at 28% rn)

[woven hemlock]

if you can get your uid, it'll make it easier for support to help you check the log in information as well

though regardless, you can still reach out to them and see if they have any ways to get you re-connected

[uncut bramble]

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

[woven hemlock]

i think there was another case where the player manually forgot their network and reconnected it, and that fixed their steam log in, so you could also try that

[dire escarp]

All my heartopia friends r people I met in the game :,), I don't know how I can find my IUD either. Also how do I reach out for support?

[dire escarp]

How were they able to reconnect their network?

[woven hemlock]

on your pc, do you know where to get the wifi list? if you go to that page, you can manually forget a network, and then rejoin it

[dire escarp]

Also I did verify the integrity of game files, there was nothing wrong with them and It's still asking me to make a new account.

[woven hemlock]

for contacting support:

Help! I need to contact customer support!

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

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

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

[hardy wedge]

Hey, just curious about the stubs refund--

if I bought pet outfits with stubs during the ice banner in January will I get refunded for that? Or is it only for the more recent banners?

[woven hemlock]

ah, unfortunately the log in you used before was probably different than what the game detected then. :'( do you have any other steam accounts open on your device?

[dire escarp]

yeahh I did that and it's still not working, I only have one steam account, I've been playing video games with the same one for over 6 years. I don't know what to do I tried everything

[woven hemlock]

it's retroactive for all banners, the stubs will be refunded based on when the transaction was made! you can check the announcement for more details: #announcement message

[woven hemlock]

you'll need to contact support then, since all the usual things to check for haven't worked 😔 sorry i couldnt help more

[dire escarp]

thank you for trying ): I appreciate it, I'll contact them right now.

[cobalt anchor]

Fallingwish the goat of this channel truly

[hardy wedge]

Ooh okay!!! Thank you so much, sorry I wasn't sure if the announcement was referring to all banners or just the newer ones! Again thank you so much!!

[woven hemlock]

o7 if u guys learn all the usual tricks i repeat, u too can become the goat of this channel

[woven hemlock]

no worries, i had to reread the announcement a few times to be sure too haha

yay, free stubs

[dire escarp]

So ! I sent a ticket and I tried sending everything I had related to Heartopia and my steam account :,) I hope it'll work and they'll find my IUD or something. Thanks again fallingwish !

[uncut bramble]

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

[woven hemlock]

hi meow bot

[proud ingot]

ching3212 has been warned

Reason: Posted an invite

[wooden bough]

hmm i bought the normal festival pack but none of the stuff has unlocked for me weirdly is this a known issue or?

[woven hemlock]

does it say unlocked on the festival pack page?

[wooden bough]

no but i got a reciept and a charge on my card for 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:

• try rebooting the game to see if re-establishing the connection lets the items appear in your account
• 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:

[faint vault]

Does the page where you bought the pack shows as you purchasing it? “Sold out”?

[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.

[proud ingot]

alex810371 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.

[main owl]

Subject: Missing Blueprint - Filmstrip Arch

Hi everyone!
I’m having an issue with a missing blueprint. I’ve reached Dreamlight Level 42, which should have unlocked the Filmstrip Arch (Filmstreifen-Bogen). However, I haven't received the blueprint.
I’ve checked my backpack and my storage, but it’s not there. I also can’t craft it at the workbench because it shows as 'not learned' yet.
Has anyone else experienced this, or is there a way to trigger the reward again? Thanks for the help!
ID: 6a1khh

[viral pulsar]

PLEASE HELP I SEND A GIFT AND WE DON'T KNOW HOW TO RECEIVE IT

Steam already charged me, but my friend can't receive it; we don't know where to click to get it.

@Moderator

[cobalt anchor]

Im not 100% sure of the item, but if you cant find it in the places in your message, check build mode itself

[viral pulsar]

@white warren @spring plinth @somber rose

[cobalt anchor]

Scroll up a few messages to what fallingwish said, theres methods to contact customer support. The discord mods are not in charge of the game

[somber rose]

Tap the gift box and then open it from your inventory

[main owl]

I’ve already checked everywhere, but it’s nowhere to be found. It’s not in my mailbox, and it’s not showing up in build mode either.
Even though I’ve reached the required level, the blueprint simply hasn't appeared anywhere in my inventory or menus.

[viral pulsar]

She already tapped the gift
Box and nothing happened

[somber rose]

It goes to her inventory / warehouse if inventory full after receiving it, after that she has to look for the green gift box and open it

[cobalt anchor]

Oh i see.. i think you may need to contact in game customer support in that case, i cant think of any other reason. I recommend trying to repair game files from the login screen first before doing so

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.

[somber rose]

If it's a membership and it doesn't appears on inventory, some users have reported that if they try to "purchase" one membership, the membership card appears to be used. If none of those works please contact in-game customer service

[white warren]

Sometimes all you need to do is restart the game and then check the warehouse

This worked for a French player before she contacted support

[main owl]

Thank you

[foggy axle]

Does Petal Rain actually count as it raining? Meaning specific bugs, birds, fish, etc are out??

[woven hemlock]

can you have them check their warehouse for the thing you sent them? if their backpack was full at the time, the item would go to their warehouse instead of their backpack. look for the item itself and not the box, the box will be empty in their inventory because the item is removed from the box when it's claimed from the mailbox

[woven hemlock]

when gifts are claimed from the mailbox, it's automatically removed from the gift box and placed as a separate item in their inventory

[woven hemlock]

petal rain is only aesthetic, it's not a separate weather condition. it's the same as the aurora in terms of function, just to look pretty

@somber rose come back mr beast wants ur attention

mr beast was denied his attention...

[foggy axle]

okie dokie, thanks for letting me know. Wish it did count as rain, I need to collect more during conditions, but just get so much sunny days. X3

[woven hemlock]

hahaha, better take advantage when we do get rain ins pring, if they're matching real weather conditions, might be harder to get rain during summer season

the weather is same for every server, just adjusted for timezones, so we can only hope for rainy days 🙏

[woven hemlock]

can you check your mailbox for an unlearned recipe? if your backpack was full and you didn't click learn in time, it goes to the mailbox first. if you claim it from the mailbox and your backpack is full, it will then go to the warehouse

[foggy axle]

Yeah I understand. Its just hard sometimes, ESPECIALLY for rainbows as most of the time it all happens when I'm sleeping. The latest rainbow thankfully happened while I was awake and was so happy and grateful for that rainbow. I just hope more happen around the same time as that one. 🙏

[woven hemlock]

i feel you, all of the rainbows have happened while i'm at work, so i've only been able to snag the last hour of an rainbow once or twice, and managed to get 3 hours of a rainbow one time because it was my day off, but it also was maintenance day and maintenance happened during the other 3 hours

[placid ocean]

is there a way to turn off the petals? it’s very overwhelming and i think it’s causing my game to crash cause it starts lagging like crazy and then crashes, that never happened before

[woven hemlock]

you could try the snow effect setting, but i think that only gets rid of the snow on the ground and not the snow falling from the sky so i don't think it'll work i don't think there's a way to turn off the rain/petals/snow falling when it's coming down from the sky

can definitely give the devs feedback so they can improve the optimization, since the game is already poorly optimized in many other areas

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]

hi meowbot

[acoustic harness]

Alguien sabe cómo puedo solucionar este problema? Ya borre el cache, desinstale el juego, le di en reparar
También cambie de wifi y sigue dándome este error

[foggy axle]

I see, I understand I'm sorry. While sleeping, I don't get to participate in the rainbow at all, as by the time I wake up its over. 😢

[woven hemlock]

are you playing on a server that doesn't match your timezone?

[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, and is free)
• DNS (Warp 1.1.1.1 is recommended by one of the helpers here)
  • (if no other option works, VPN or DNS is usually reliable to get you into the game)
    once you get into the game, you can switch back to your normal internet connection

(Usando el traductor de Google) La optimización del juego no es muy buena, así que incluso con una buena conexión a internet, a veces el juego tiene problemas para encontrarla, lo que puede causar este tipo de errores. Puedes probar lo que mencioné arriba y ver si te ayuda, aunque está en inglés, disculpa.

[violet frigate]

how to fix repair button didnt work

[woven hemlock]

do you mean the graphics? try the graphics settings page and fiddle with the settings there to see if the graphics improves, but i think the game is struggling to load in the full graphics because of the petal rain

[violet frigate]

its weird bc the clouds are fine when i log into my global char but that was on america

[woven hemlock]

is the petal rain still ongoing on the global server?

[violet frigate]

nope oo i guess thats why!

[woven hemlock]

yeah, someone else was in here earlier saying the petal rain was causing their game to lag. can give the devs feedback via their support center, since it's affecting their graphics

[lethal drum]

Is someone able to help me please? I haven’t been able to bulk plant my crops on the planters in this area since I upgraded

[woven hemlock]

what happens when you try to press and hold to bulk plant? the message appears? or it only lets you plant one by one?

[lethal drum]

The message appears, it only worked when I planted one by one. I tried a different position and it worked, but when I upgraded it said I could plant 9 at a time, I was only able to plant 6 at a time but ig at least it still works?

[woven hemlock]

9 at a time is a 3x3 square, so you'll need to adjust your planter positions in order to do 9 at a time

yeah most of the time just need to adjust the position to plant, it's a little glitch thats easily fixable

[lethal drum]

Oh I see! Thank you sm

[foggy axle]

A bit yeah.

[woven hemlock]

if you look at the weather forecast the night before, you could look ahead to see when the rain/rainbow will be, i think it shows up to ~24 hours ahead. could be a way to plan ahead in case you can get up a little earlier/etc to snag at least an hour of the weather

[main owl]

There ist nothing

[sonic glen]

i could click on anything else and works fine as per normal but when i wanted to make a purchase to recharge the red hearts it didnt lead me to my steam page to continue the purchase. And i just tried it again today, still the same :(

[uncut bramble]

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

[foggy axle]

Yeah I do, and every rainbow is exactly when I am sleeping. 😅 Its right smack in the middle of the night for me.

[modern mulch]

ive been on and off the game for weeks now and it still looks like that though i will try installing the game again on steam

[woven hemlock]

Can you take a screenshot of the item you’re trying to find? When I look at the level 42 rewards, I don’t see anything for an arch

[woven hemlock]

Might need to ask the devs to look into it, you can contact them through the support center. In the meantime, you could try purchasing through the website instead, just need to make sure you fill everything out correctly, because it’s possible to too up to the wrong server when purchasing through there

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

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]

This is a building permit, it’s not created on the workbench. It says it is already unlocked — can you go into build mode, then go to ‘building materials’ (yellow tab in build mode), then select ‘doors’, and scroll to the end? It should be at the very end of that section

[proud ingot]

zcfirstt has been warned

Reason: Posted an invite

[past moat]

Guys its bug or whut,, i did want buy pink diamond via e wallet n fpx but then got notified not same region. But did check already at my region..did try at roblox can..but at heartopia.. failed..bug or whut.. newbie here

[uncut bramble]

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

[amber cloud]

My cat still disturb me while i'm cooking. :'(( my food turn into bizarre food. Why staff not fixing this? Did staff think this is funny so they won't fix it?.. but it is not funny for players 😢

[stray sonnet]

I second this

[vapid tendon]

I need help to recover my account, i reinstalled the game and my old account disappeared, now it created a new account even thought i used google

[proud pewter]

Hii alls, I hv 1 question. Is there a way to retrieve back a mail that was deleted? Because today ive accidently delete 1 of my mail containing all the item from festival pack bcause my backpack is full.

[somber dew]

Does anyone know what to do with this?

[proud ingot]

sebede10 has been warned

Reason: Posted an invite

[proud pewter]

Ooo u can try to enter the game with wifi off. Then when there noti saying No Network, turn the wifi back on. Then click confirm but do not leave the game..

[somber dew]

I'll give it a try! Thank you

[proud pewter]

[patent roost]

This keeps happening ;-; screen keeps freezing

[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]

Check your warehouse, items claimed from mailbox go there if your backpack is full

[woven hemlock]

Help! I tried to log into my account, but it made an entirely new account!

some things to check if heartopia is signing you in as if it's a new account:

• double check your server. sometimes the game tries to switch your server based on where it thinks you're physically closest to, instead of the one you were playing on before, especially on a new sign in. you can open your server list from the start page to check from: click the globe icon on the start page, and check the list to see if you have an existing save file on another server
• double check your sign in method. heartopia is really sensitive + the game makes it difficult to verify which account you initially used to create the account, so if you have multiple versions of the same thing (eg 2 different email addresses logged in on your device), heartopia might have been signing you in using one email when you thought you were using the second. try all possible log in methods to see if there is an existing account
• for steam specifically, sometimes the game isn't retrieving the correct information from your router. try rebooting your router if you're able to, to see if it helps the game find your account

if you know your original UID and you can't get into your account, you can open a ticket with the support team and ask them to help you find what you originally logged in with

[woven hemlock]

There hasn’t been any sort of official statement saying they changed it, so for now, it’s safe to assume that it’s intentional. You can give them feedback using their in-game support center

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

[short escarp]

can you fix data connection on sea ? it's really annoying when I'm cooking sometimes it reach 2k ping

[woven hemlock]

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

Help! I need to contact customer support!

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

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

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

[chilly sentinel]

Heartopia wont load in my ipad 7th gen m3

[sharp plaza]

There is no button to click to enter game. I'm stuck on this screen.

[minor junco]

hello, i just received a notif in game that someone visited my Ice Skating Rink when i don't even have one? plus there was no indicator shown that someone is at my house cause i was at my house 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.

[sharp plaza]

I've already pressed repairs and restarted phone, closed and open game, and when I want to talk to customer support it shows this LOL. Can you guys please get your act together. The translation errors has also been soooo bad, I have to screenshot and go to Google translate just to translate what my friends are saying. Every time.

[minor junco]

i did not managed to get a screenshot due to being ✨occupied✨ with cooking

[woven hemlock]

devs and staff do not look in this channel, only community members ✌️ if you want help troubleshooting, the players here would be more than happy to help, but if you're trying to talk to actual staff members, you're kind of out of luck

[sharp plaza]

So they literally don't even have a channel for this kinda stuff? The ones that are helping out are players voluntarily doing it? My goodness what are they even doing to help their own players.

[woven hemlock]

it's been a bug since the winter event, can report it to their support center. one player said they saw it pop up when someone used their puzzles, but some people have gotten it when there's nobody else there, so we're really not sure what's causing it best to just report it so the devs 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.

[woven hemlock]

this is a server for the community to help each other, for official help, need to go through the official support center

they did when the server was initially created, but too many players joined and they had to shut down the bug report cahnnel

[sharp plaza]

So the only way to contact them is through customer support which I can't even do? Because their customer support is also bugged... Lol

[woven hemlock]

(do you want help troubleshooting, or just wanted to vent)

[sharp plaza]

I want help troubleshooting but I'm not sure anyone can help it... Sorry I didn't mean to vent, I just think it's so bad.. they obviously make a lot of money but bugs like this is way too bad and it is not up to other players to fix it is up to them..

[woven hemlock]

think of this like a game forum or reddit

the devs dont lurk those to fix bugs for individual players either

[woven hemlock]

what was the problem you were originally trying to fix?

[woven hemlock]

oh wait i see it, this one right?

try this:

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, and is free)
• DNS (Warp 1.1.1.1 is recommended by one of the helpers here)
  • (if no other option works, VPN or DNS is usually reliable to get you into the game)
    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]

what sort of error are you getting?

[minor junco]

oh my, thank you!

[chilly sentinel]

Just white screen it wont load on home screen

As soon as i open the app it goes white

As mentioned its on my ipad 7th gen m3

[woven hemlock]

PC?

[chilly sentinel]

No

[woven hemlock]

hmm unfortunately the video that i have to fix white screens is for pc, not ipad. i don't see a similar video for ipads popping up when I google either

going to link it anyways in case anything here ends up being useful for you https://www.youtube.com/watch?v=KrLPvUVj784

outside of that, is there anything specific you've tried so far to fix the white screen? eg rebooting ipad, reinstalling, etc

[chilly sentinel]

ill try reinstalling and get back

[umbral bear]

I was in the middle of catching bees and the game frooze and kicked me out. Next thing I know. I open the app again for it to create a new game. I spent a lot of money with that ID

[woven hemlock]

do you play on steam, taptap, or mobile?

[umbral bear]

Mobile

[woven hemlock]

Help! I tried to log into my account, but it made an entirely new account!

some things to check if heartopia is signing you in as if it's a new account:

• double check your server. sometimes the game tries to switch your server based on where it thinks you're physically closest to, instead of the one you were playing on before, especially on a new sign in. you can open your server list from the start page to check from: click the globe icon on the start page, and check the list to see if you have an existing save file on another server
• double check your sign in method. heartopia is really sensitive + the game makes it difficult to verify which account you initially used to create the account, so if you have multiple versions of the same thing (eg 2 different email addresses logged in on your device), heartopia might have been signing you in using one email when you thought you were using the second. try all possible log in methods to see if there is an existing account

if you know your original UID and you can't get into your account, you can open a ticket with the support team and ask them to help you find what you originally logged in with

[chilly sentinel]

its fine now thanks! i didnt get to play for 2 days due to it

[woven hemlock]

glad we were able 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.

[grim hazel]

I'm currently having an issue of installing updates, as it is very slow and even reset sometimes!😭😭😭

[woven hemlock]

try rebooting your router, the game is poorly optimized so sometimes it has poor connection with your network even if the network is really strong. if that doesn't work, do you have a different network you can try using while it's updating? (eg a different WiFi, mobile data, a VPN, etc)

[umbral bear]

Thankfully, I found a screenshot of my UID and have TransID from my purchases.

[burnt summit]

my order coupon disappear more than a week and another one i get from gacha(lv.35) disappear too no order waiting
how can i get it back?

[foggy wraith]

#1487682513445982288 message

[burnt summit]

thanks but no coupon in my backpack i tried to send the problem support with UID but this seems useless i cannot order anymore then

[woven hemlock]

did you already place 2 orders at the order machine?

[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.

[burnt summit]

no i place no.2 when i already recieved one before and did't get the first coupon back yet

[woven hemlock]

you don't get the coupons back. once the order arrives, the ticket is used up

[burnt summit]

does the ticket use for once?

this is clear thanks

[woven hemlock]

use only once, yes

[low rapids]

Is there a thread for bug report? I bought the festive pack yet I didn't receive it 😕 I restarted the game still cannot get the rewards

[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:

• try rebooting the game to see if re-establishing the connection lets the items appear in your account
• 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.

[low rapids]

Hi, so I restarted the game 3 times already I bought it in the actual gameplay and still no rewards and points.

Attached is the video of proof and proof of purchase. Please help 😭 thanks you

[woven hemlock]

please read the actual message i sent. i am not official customer support, you need to contact them in the game using the directions i listed

[winter tapir]

Which settings do I have to enable to get detailed water again ? I got these settings on rn, messed around with them to fix the weird stuttering and now water is flat. I'm really bad with figuring these stuff out..

[woven hemlock]

i believe it's visual effects, try that one

[winter tapir]

Worked thanks! If I may ask another question, is there a way to make the rendering quicker? Like some houses, foliage take so long to load.

Or is it just a Phone thing? I got these specs on rn and it's been pretty good with other games. Only have this issue with heartopia

[sturdy lagoon]

What happen

[small bloom]

hi, so my friend is already on 40 level yet the truffle isn't show up until now, she never got any of it because it never shows up

[woven hemlock]

the game is poorly optimized, so if it takes a second to load everything in, that's probably why. the game will also take a minute to load graphics in if there's a lot of things to load, such as if there's a lot of people in your town with fancy mansions close to load limit. one time i walked near a fancy mansion while close to 1% battery and it crashed my game 😔 if you have other apps open, try closing them, but there's not really a surefire way to improve it

[low rapids]

Thank you so much for the help! 🫶

[woven hemlock]

could be a number of reasons, can you try clicking 'repairs' on the start screen and see if that helps first?

[woven hemlock]

when they go to the truffle island, do they see little dirt mounds?

they're pretty hidden in the ground/inside of grass

[winter tapir]

Thank you :')

[small bloom]

no they didn't, there's no truffle

[glossy token]

Idk if this is eligible to be posted in technical help but for some reason i got 2 recurring charge reminders from google play that wont even show me where they're from, i checked my subscriptions but i didn't find anything, but i think its actually heartopia cos the first one matches the price of the GAMG ticket membership and the other is the 680 red hearts top up
The recurring charge reminders are both set on April 1st and these 2 purchases are on march 1st
Why am i being charged twice..

[woven hemlock]

have them take a video of themselves walking around the truffle island and looking in all the truffle spots for the dirt mounds, then send it to customer support

Help! I need to contact customer support!

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

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

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

[woven hemlock]

for billing issues, you'll need to contact their official support team

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.

[thorny fern]

how do i fix this? i can't bind it on my steam acc

[woven hemlock]

the game says its already bound to an account. did you accidentally create a new account using whatever you're trying to bind?

[thorny fern]

it made a new account when i accidentally logged in using steam. would it be fixed if i delete the new account?

[woven hemlock]

should be yes. it takes ~15 days to delete an account once the process is started

[thorny fern]

thank youu!

[ocean inlet]

Hi, my friend just give me the supreme festival pass but why I only receive the empty box?

[woven hemlock]

once the gift is claimed from the mailbox, the pass is removed from the gift box and placed as a separate item in your inventory. look for the pass itself, not for the gift box, in your backpack or warehouse

[ocean inlet]

thank you

[glossy token]

Thank you
I issued a ticket, made it as detailed as possible but how long does it usually take to get a reply?

[woven hemlock]

1-3 business days, keeping in mind timezones since they are 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.

[proud ingot]

rip_w1ll1 has been warned

Reason: Posted an invite

[shrewd axle]

Question. I have been playing for months now and this hasn't exactly been an issue before but lately, when I play on my phone, the screen stops moving or certain icons stop appearing like the game just basically lags and won't move until I force close it and relaunch it. My phone is always up to date with the updates and I cleaned the cache too to see if that was the issue but it wasn't. It's very troublesome because it stops moving in the middle of events or me cooking. Is it a phone issue, graphic issue, or just a game bug?

[hearty pewter]

Mainly graphics, its happened to me a lot too especially if there's someone with a bunch of stuff in their home. Try turning it down to the lowest settings possible

[shrewd axle]

i see i see. does it affect how everything looks by any chance? like grainy graphics tend to give me migraines because of my eyes so i'm trying to avoid that

[hearty pewter]

It might. One sec

[young gate]

Help, while linking with someone in the SEA server I was teleported into a structure and I can’t move from it I’ve tried everything I can think of any ideas on what to do?

[shrewd axle]

Have you tried the reset position from the settings?

[hearty pewter]

Heres some motion sickness tips that might help too

[young gate]

Thank you, I didn’t know about this feature!

[shrewd axle]

Thanks! This helps a lot

[uncut bramble]

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

[signal slate]

I have tested my internet speed while downloading new patch. However, in game downloading speed only thiss (in the picture) and sometime stop downloading 🙁

[woven hemlock]

you can try switching your network to see if the download speed improves (eg Wifi -> mobile data) just to re-establish the game's connection. it's usually an issue with the game and not with your network

[signal slate]

I tried everything but still so yeah 🙁 I think I need ages to update this patch

[woven hemlock]

might be a game problem yeah, have you tried vpn just for downloading? protonvpn is free and used by a lot of players here

[signal slate]

YES! It's better now. Thanks for your advice

[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.

[tranquil sand]

how to board a cat if my cat doesnt wanna go out with me. trying since last night nonstop

[amber nest]

Fix this, I quit.

[amber nest]

Twice in 20 mins, 2 crashes in 15 mins while cooking. This needs to change

[uncut bramble]

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

[frank drum]

Its bc of the traits u got from the cat if the cat is clingy its normal

https://discord.com/channels/1128257488375005215/1487767828277760030

[vale tulip]

hello! i just want to ask. can i login into mobile if i started my account on PC?

[umbral geode]

I currently can’t join SEA server but when I try to join Asia and Global I can enter right away? I already repaired the game and my WiFi is good

[uncut turtle]

Same I can't Log in,My Signal is good but my ping goes Over 15k T^T and it fails

CAN SOMEONE HELP WITH THIS ERROR?????

[cinder bone]

i experience similar issue too. suddenly crash and out of the game. i tried to re-install and tried the repair button, but it doesn't seem to be working

[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.

[shy wind]

Why I can't enter town

[foggy wraith]

Help! I can't log in / I'm getting a timeout error / It's stuck at loading / I suddenly have high ping / It's saying I have a network error / 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, and is free)
• DNS (Warp 1.1.1.1 is recommended by one of the helpers here)
  • (if no other option works, VPN or DNS is usually reliable to get you into the game)
    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
-# credits: fallingwish

[golden oriole]

Hi!
I did a daily mission, but I didn't get my D.G. member points?
Does anyone else had this problem?

[west python]

My.inventory is disappearing. Does anyone know why? I'm losing items

[amber nest]

This isn't normal this is a bug if it keeping me from normal gameplay

[proud ingot]

v_embry 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.

[frank drum]

Did u deleted game cache?

[uncut bramble]

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

[hushed cobalt]

is there a problem for the game on steam? it doesnt want to load more and i dont think it's my connection?
when i try to open from phone it gives me the same also?

[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.

[fervent glade]

Hello, may I know who to reach out if I have payment purchase problem about the game?

[runic blade]

Help! I can't log in / I'm getting a timeout error / It's stuck at loading / I suddenly have high ping / It's saying I have a network error / 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, and is free)
• DNS (Warp 1.1.1.1 is recommended by one of the helpers here)
  • (if no other option works, VPN or DNS is usually reliable to get you into the game)
    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

[runic blade]

Support center

[hushed cobalt]

vpn works thankyou

[umbral bear]

Well, I submitted a ticket last night... now im going to go crazy missing task and side quests.

[runic blade]

May i ask what the issue was?

[umbral bear]

Well, I sent a message here last night. I was playing and the game froze and kicked me out. So I made sure my tabs where cleared and reopened the game. And instead of coming back to where I was in the game. It created a new game and different UID.

[runic blade]

Can you check the planet and see if its the right server?

[umbral bear]

My original server was America and the New server is also in America.

I did every troubleshooting method and I can not get my original account

[runic blade]

Did it maybe log you out? Check in your binding account when clicking the profile in main menu. I never seen this issue happen before 🙁 its sunday so support might not answer today

[umbral bear]

Yes, I made sure my Google is binded to the account

I even sent my UID, maybe Tech can reassure me but I got to be patient for now. Its easier said than done

[woven hemlock]

it's sunday night right now in china, so shouldnt need to wait too much longer

[umbral bear]

I appreciate the zone time difference 😌 how would they reach out to me? Will they contact the email linked to the UID? This is my first time experiencing a problem.

[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]

You will need to keep a look out for a notification in the feedback record

[umbral bear]

Thank you. I will check now and again and keep you posted.

I highly appreciate any advice given ♡

[dull peak]

Hi there, I’m writing to inquire about support for a billing issue I’m facing.
I uninstalled the game over a week ago due to billing concerns, but I was recently charged for additional items yesterday..
who can help me with this?

Do I need to reinstall this game to log a case with support or us there an easier way?

[proud ingot]

oveno_o has been warned

Reason: Posted an invite

[vague lark]

Anyone have a issue with hats and accessories not showing up on on my head since my cat jumped on it, In my wardrobe it says I have it on but when I come out of the wardrobe it’s gone, I don’t have wigs on and I’ve tried resetting the game and repairing it from loading screen, I’m on pc on steam

[errant knot]

Can we get a fixed so people can play with game pads (Razer Tartarus) on pc. So are characters will stop running left, so we can play.

[umbral bear]

Thank you so very much! I got my account back

[runic blade]

Yay!! Glad they assisted you fast

[runic blade]

Any cats will take the hat off, not sure if its intended or a bug:(

[woven hemlock]

Woo! What ended up being the solution? Was the log in different than what you were expecting, or did they do something on their end to fix it?

[woven hemlock]

Bug, it's an invisible cat

[runic blade]

Even if not invisible, my hat goes away

[woven hemlock]

when cats go on your head, they count as your hat, that's why

[umbral bear]

I have 2 emails same name but character differences. So it wasn't the email I thought it was.

[woven hemlock]

but when cats leave, sometimes the game forgets to mark them as no longer there

[vague lark]

My cat isn’t on my head now and I still can’t wear any thing on my head how can I get the invisible cat to leave then hahaha 🤣 it’s been over 24 hrs

[white warren]

@woven hemlock @runic blade hi

Have you been experiencing recurring connection issues this week?

[runic blade]

Pc? Yes but not mobile

Keep getting suck on extracting files

[runic blade]

Oh no 24 hours?? Cat shouldve been gone by now. Tried just changing town?

[white warren]

Have you found a temporary way to resolve this issue?

[runic blade]

By waiting, i did get a notification of game not responding so i had to close and reopen. It took like 5 minutes yesterday for it to load

[white warren]

Noted , thank u !

[woven hemlock]

try switching towns a few times to force it off

[woven hemlock]

i've gotten more people with connection issues in here lately (past few days), but it's usually resolved by switching to VPN and then switching back, if no other methods work. haven't had anyone who was completely unable to get through even after trying VPN, nor anyone who tried to switch back to regular network after VPN and couldnt get in

[vague lark]

I’ll give this a go, I submitted a ticket to devs so hopefully they find a way to fix it

[white warren]

Do you remember the message that appeared for the player?

[woven hemlock]

hmmmm, its variety of messages, not just one

let me scroll up and see if i can find the common ones

[white warren]

Thank u for this information, I'll add them to my report right away

[woven hemlock]

actually, a lot of spanish players have been reporting issues this weekend. i've had to translate a lot of similar messages to this from spanish

here's another one

[white warren]

Thank u again, wish you a good day / evening

[woven hemlock]

loading anomaly is another common error message

[white warren]

I think coming to see you every week to give a brief update like this will help me gather the information.

Thank you! 🩷

[woven hemlock]

heres 2 more common error messages

@white warren

i think those are the common ones, the other usual connection error is when you're on the start menu but the start button never appears, even after waiting a long time

[final tendon]

I've only had this error when searching up a public town in the friends town section by accident.. but then the issue persisted until I restarted for this L99 one. I'm not sure what else can cause this

[woven hemlock]

that's good information to know, thank you!

[white warren]

Thank u for this specification !

[uncut bramble]

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

[proud ingot]

mono101010 has been warned

Reason: Posted an invite

[woven hemlock]

oh the bot took a hot second for that one

hot girls in ur area are persistent

[ornate violet]

can anyone tell me why i can run ark ascended at 1440p on my computer but heartopia is framey mess at medium settings

[pale pebble]

Can we please have the mods delete the cam girl scam links in the #suggestion channel? As funny as it is too see, I bet some poor kid has already been hacked by joining with those discord links.

[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]

a bot moderates the deletions automatically, but sometimes it misses them in the suggestion channel, please ping a mod directly in the channel if the bot fails to delete a link

you can check the member list and pick any mod that is online, i usually add a message so they know why they're being pinged, eg "spam link"

[woven hemlock]

heartopia is poorly optimized

[ornate violet]

yeah i'll say dawg its egregious 😭 Its borderline unplayable sometimes

[woven hemlock]

it gets pretty bad 😔 send feedback to the devs via the support center so they can work on the optimization more

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.

[ornate violet]

it was using 100% of my girlfriends GPU 💀

[kind night]

I have Heartopia stored on a hard drive right now. Would a SSD give better performance on this particular game?

I'll take that as a yes.

[polar steppe]

hi. i bought festival pack the premium package but hato deducted my money as 2 times 😭 how can i get my money back?

[woven hemlock]

for billing issues, need to contact support directly

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.

[pale pebble]

Was this message for me? lmao Okay.

@woven hemlock I wasn't aware we were allowed to tag mods for these things. In the future, I will do that.

[woven hemlock]

make sure there's enough space on your c drive, that's where heartopia runs information through even if its not stored there. gotta also account for double the amount of memory/ram the game asks for for it to run smoothly

[woven hemlock]

no, it's an automatic message that posts every :00

yes, can tag mods for spammers

[kind night]

Thanks! 🙂

[blazing dragon]

how do i get my cat out from under the floor 😭

[woven hemlock]

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 reset its position back to the front of your house so that you can interact with them

[open chasm]

Guys, has anyone had this happen to them? You know the daily things u have to touch to get passes? I touched them all, only to notice by the day when i got the grass cake that i had 0 passes at the end! They had disappeared

So if anyone knows how to help, or if this is a bug, if this will get fixed, i really wanted to spin on the new things 🙁

[uncut bramble]

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

[somber moon]

I’ve been overcharged for the $19.99 value of exhibition tickets and haven’t even got twice the amount of tickets for it. How can I fix this?

[woven hemlock]

for billing issues, need to contact support directly

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.

[pulsar sedge]

Hi, I bought diamonds today and they haven't been added to my account yet, and I have a screenshot showing I was charged. Can you help me?

[woven hemlock]

for billing issues, need to contact support directly

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.

[proud ingot]

dungsenpai5143 has been warned

Reason: Posted an invite

[woven hemlock]

@spring plinth @somber rose a new spam is here
Also these two suggestion posts:
#suggestion message

#suggestion message

Can u delete mine too , i didnt realize the bot auto-turns posts into suggestion posts now @somber rose

#suggestion message

ty ❤️

[crimson imp]

Hello, I need help recovering heartopia account i dont remember the email

[honest stone]

Does anybody know if Heartopia will add more bay windows because I'm unsatisfied with the limited tile options.

[woven hemlock]

they dont usually announce things like this, so i'd suggest it to them 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.

[crimson imp]

I need help pls TT

[woven hemlock]

do you know your UID? if you do, the staff can help you find the email you used

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.

[crimson imp]

Yes i know uid

[crimson imp]

I did that):

[main owl]

I found it! Thank you. I’m sorry for the confusion—I thought it was a blueprint that I had to craft myself. Thanks again for your 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.

[wooden spindle]

The game has been like this for 3 days now, I haven't been able to log in

[uncut bramble]

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

[lyric mango]

Where can I ask some questions about the Festival and Supreme festival packs?

[rare horizon]

This happened to me yesterday and I did the repair option and it worked. However now it's doing it again and the repair option isn't working

[analog ermine]

bruh im missing planters

[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.

[mossy void]

has anyone found a solution for this? the same is happening to me

[rare horizon]

Customer service button disappeared for me too. When I click on the person icon it says there's a network error, idk if that's helpful.

[woven hemlock]

no worries, easy mistake to make! glad we figured it out

[woven hemlock]

if you want to try and troubleshoot on your own, here are some things to check, but otherwise you may need to wait for customer service to get back to you:

Help! I tried to log into my account, but it made an entirely new account!

some things to check if heartopia is signing you in as if it's a new account:

• double check your server. sometimes the game tries to switch your server based on where it thinks you're physically closest to, instead of the one you were playing on before, especially on a new sign in. you can open your server list from the start page to check from: click the globe icon on the start page, and check the list to see if you have an existing save file on another server
• double check your sign in method. heartopia is really sensitive + the game makes it difficult to verify which account you initially used to create the account, so if you have multiple versions of the same thing (eg 2 different email addresses logged in on your device), heartopia might have been signing you in using one email when you thought you were using the second. try all possible log in methods to see if there is an existing account
• for steam specifically, sometimes the game isn't retrieving the correct information from your router. try rebooting your router if you're able to, to see if it helps the game find your account

[woven hemlock]

try these:

Help! I can't log in / I'm getting a timeout error / It's stuck at loading / I suddenly have high ping / / It's saying I have a network error / 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, and is free)
• DNS (Warp 1.1.1.1 is recommended by one of the helpers here)
  • (if no other option works, VPN or DNS is usually reliable to get you into the game)
    once you get into the game, you can switch back to your normal internet connection

@rare horizon @mossy void can you try the above? especially VPN, if nothing else is working. protonVPN is free and used by many heartopia players

[woven hemlock]

try clicking repairs from the start screen and then check your backpack, mailbox, and warehouse again

[woven hemlock]

depends on the question, you can just ask the question, and we'll help to answer if we know, or direct you to another channel if we don't :)

[rare horizon]

I do play through steam, so maybe that is the problem. Thank you for all these options to try

[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.

[sly night]

Is there a way to get help about the Gacha system for heartopia? I'm genuinely upset at (IDK if its a bug or what) the way the gacha has been so repeatative of items given out for the frostbell.. I honestly started pulling to access water features for my builds and 101 pulls later, have gotten the SAME ITEMS REPEATEDLY.. I cant tell if the system is broken but atp I'm wanting a refund. And to make it even worse, I cant even exchange for the things i want? over 500 tickets collecting dust because everything I can "trade" for Ive gotten over and over again..

[slate lantern]

sadly it really sucks since there no guarantee for items u havent got in that banner, if u want to refund it (which u cant) it will cause ur acc to have negatives diamond and limited access to the game until u top again to remove the negative

the only thing we can do is suggest for better gacha systems in the customer support in game

settings > account management > support center > headphone icon

my bad this is all i can help with

[proud ingot]

makro_45 has been warned

Reason: Posted an invite

reikazu. has been warned

Reason: Posted an invite

[uncut bramble]

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

[proud ingot]

makro_45 has been warned

Reason: Posted an invite

[tired juniper]

does anyone know if there’s a way to refund pulls? i accidentally pulled on the wrong banner, and i want to give back the items and tickets i got to get my exhibition passes back to pull on the right one if possible..

[civic heath]

So ive been having visual texture issues where the gravel texture will look wonky at other people’s houses but at mine its fine and i dont know if this is the right channel if not apologies

[proud ingot]

makro_45 has been warned

Reason: Posted an invite

[slate lantern]

nope if u used it, u just gotta accept the mistake

[slate lantern]

do u have a video of it or?

just curious

[tired juniper]

that’s so upsetting. i have trouble seeing and the banners all look the same, that’s the only reason i made the mistake in the first place 💔

[somber hazel]

isit stretched out, bcs i’ve been seeing it super stretched out in some houses

[woven hemlock]

technically the right channel to ask about it! however there's no community fix for it so far, just gotta report it to the customer support so that devs can fix it

Help! I need to contact customer support!

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

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

To check your tickets for their reply, go to the Support Center, click the blue-green circle with the headset icon, and a popup should appear with the option to view your current and inactive tickets ("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]

building materials are the same rarity as the rare furniture, if you hit max pity every single time, you would need several hundred pulls to get everything on the banner, due to the sheer number of items in it. this is unfortunately stated in the gacha banner itself -- for your screenshot, for example, only on the 23rd pull will you get a guaranteed rare item, and it can be any of the rare items that you haven't gotten before (so it could be the furniture or the building materials). until pity is triggered, it will be repeated items you've gotten before, which will be converted to stubs that you can use to get more of, say, the bread basket, or to get recolors of the furniture. if you get an unobtained rare item before the pity is triggered, it will reset the pity to the next cycle (iirc its every 25 pulls after the first cycle)

if you have proof that it didn't give you the rare when it was supposed to (eg your 6th roll is guaranteed pity, you roll 10 times, but all of them are things you already have) then it's best to send that to the devs so they can look into it, as that would be considered a bug

Help! I need to contact customer support!

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

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

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

[woven hemlock]

hot girls in our area are migrating in the suggestions posts (can we get rid of their posts w the spam discord links) @white warren

#suggestion message

#suggestion message

#suggestion message

#suggestion message

[white warren]

Done done done and done

[woven hemlock]

It gives fhem a warning but doesnt delete the post bc its already converted to a suggestion post

Not sure if theres anything we can do abt it

[white warren]

Sadly no😭 this type of scam is ban when we see them, but for this we can only delete

[woven hemlock]

ill just keep an eye on the channel then, ty daly ❤️

[white warren]

[weak vine]

is there a best placement for flowers to crossbreed?? i use the 2x2 method and i see some people saying that its not that efficient

[woven hemlock]

2x2 is fine if you only have 4, but if you’re aiming to crossbreed, it’s better to place down as many flowers of that type as possible. It matters more what star rating the flower is than the specific color— each color is tied to a specific star rating, you can see which color is what star raring in the collection. Flowers only crossbreed with the same star rating, or one lower, or one higher (eg a 3-star flower can breed with a 2-star but not 1-star)

you’ll also get better chances of crossbreeding if you have other people water your flowers for you, the bonus stacks up to 4 times

#gameplay-help has resources for crossbreeding if you’d like to learn more

[left briar]

If you have a voilation in your book, and you have to edit and revise but it says verification failed (despite it being private) does that mean that I've lost all my work and I have to do it again?

[woven hemlock]

I’ve never had to edit a book after a violation, so I’m not sure what that looks like. There was someone who came in here before who said that they couldn’t edit the book (the button didn’t work to edit), is that the case for you?

[left briar]

The edit button works, and I fixed the violation but now it's saying verification failed

[woven hemlock]

Does it just say the same thing when you try again?

[left briar]

Despite pressing save/submit, it changes nothing :(

[woven hemlock]

Did the game tell you what needed to be fixed? Or did it just make you guess?

Based on the error message, my guess would be that either something still does not pass the check, or it may be a network issue because the game is poorly optimized, and constantly fails network checks

[left briar]

It told me what needed to be changed, but even if there way something else that needed to be change it wont even let me look at the book. I also assumed it was a network issue, but this happened very early in the morning at 8, and i've checked it a couple times now to redo it, but despite my best efforts, nothing changes.. :(
I'm wondering if I should continue to just keep trying every now and then and pray it either lets me edit or at least see the book?

[woven hemlock]

Oh, that’s good to know about it telling you what needed to be changed. 🤔 was there a lot of things that needed to be changed? If you press X out of that pop-up, what screen does it take you to?

[left briar]

It only took me to one page so I assumed that was all that needed to be changed, it just brings me back to my writing page with my books

[woven hemlock]

Does it let you flip to the other pages while you’re editing? Maybe it’s showing you just the first page that needs edits rather than the only page 🤔

[left briar]

Unfortunately, even if that were the case it no longer allows me to open the book and make edits after the first one :(

[woven hemlock]

The edit button no longer works now?

[sly hollow]

How to fix this?

[woven hemlock]

[left briar]

The edit button only leads me to the verification failed page

[woven hemlock]

Most common reason is either graphics card needs to be updated, or you don’t have enough space on your device. Can you check both of those? You usually need about twice as much memory space as is recommended by the game for a smooth gameplay.

[woven hemlock]

Sounds like a bug unfortunately should report it to the customer service. Take a video of it and then describe what led to the issue for them in the ticket. Do you know how to reach customer support in the game?

[sly hollow]

Memory space is enough. I guess graphics card problem

[undone orchid]

Hello. I first played using an iOS device and my account is created using Apple’s game center. I am wondering if I can still use the same account for Android devices? I don’t want to waste my game’s progress

[left briar]

Yes thank you very much for your help, I apologize for the inconvenience

[woven hemlock]

No worries hopefully it’s resolved soon for you so you can publish your book!

[woven hemlock]

Saves our transferable yes but I’m not sure if you can use Apple to sign in on an android device 🤔 do you already have the android device to check whether it’s a sign in option? I don’t have an android device unfortunately so I can’t check myself.

[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.

[undone orchid]

I haven’t tried yet also. I don’t have my new phone yet

[woven hemlock]

In that case, what you can just do is bind another account to your heartTopia account just in case. It will also make it easier to sign in on other devices if you have more than one account bound to it. Do you know how to bind other accounts?

[undone orchid]

That idea is new to me. Can you please tell me how to?

[woven hemlock]

Of course! Give me a second to open the game and I can show you where it is. You’ll be able to add in things like your Google account, Facebook account, steam account, etc., so that you have more login options.

So if you start from the start screen, there’s a series of icons on the right side, right? Click the one with the person head:

And it should take you to this page, which lets you see what your current sign in method is (mine is also apple) and what other accounts you have binded (for me, I used only Google and Apple so far, but you can also link Facebook and Steam).

Click on the word ‘bind’ next to the option you want to attach, and it guide you to verify (for example, when I clicked the one for Facebook, it gave me this pop up, and for Steam it took me to a page to sign in to my steam account).

Once you have an alternate sign in method bound to your account, it can’t be unbound unless you delete the entire account, just as a warning! So double check that you’re adding the correct account, if you have multiple logged in on your device

Once an account is bound, you can use it to sign in from other platforms, so when you log in on the Android later, if you can’t see Apple to sign in, no worries because you’ll have your backups all ready to go

@undone orchid ^

[undone orchid]

Thank you so much! You’ve been very helpful. I’ll do this for sure once I get my new phone. Again, thank you very much for your help :>

[dull peak]

How do I bring a negative heart balance to positive if when I’ve paid for more, nothing happens? I can’t even place furniture or plant anything. This is so frustrating. I’ve reached out to support, but this game has so many bugs and my wallet is feeling the pain. 😩

[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:

• try rebooting the game to see if re-establishing the connection lets the items appear in your account
• 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 — theyre based in china, so take timezones into account when calculating how much time has passed. usually it takes 1-3 business days for them to 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.

[prime grotto]

Hey, so I’ve been playing heartopia for a bit now and I was gonna go chat with some friends and it says I’m muted till 2036?? And I checked my mail which didn’t give me a little red dot on it, and I looked and I didn’t refund anything at all, how do I get my account unmuted?

[glossy phoenix]

Has anyone else seen this message when entering the game? "Error retrieving server list. Check your network and try again later."

[woven hemlock]

have you ever been gifted a pass/etc by someone else? if they initiated a refund, then the negative consequences go to your account

regardless, will need to convince customer support that you didn't initiate a refund

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! I can't log in / I'm getting a timeout error / It's stuck at loading / I suddenly have high ping / / It's saying I have a network error / 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, and is free)
• DNS (Warp 1.1.1.1 is recommended by one of the helpers here)
  • (if no other option works, VPN or DNS is usually reliable to get you into the game)
    once you get into the game, you can switch back to your normal internet connection

[glossy phoenix]

Has anyone else seen this message when entering the game? "Error retrieving server list. Check your network and try again later."

[woven hemlock]

going to point you to the above message

[prime grotto]

So I did and how long does it take because I was gonna chat with a friend and I’m muted for 10 years??

[woven hemlock]

1-3 business days to receive a reply, but it will probably take longer to resolve. if it's a negative red gem balance, the only way to 'fix' it is to spend money to buy back your gems until you return to a positive gem balance, all the negative consequences will end at that point

[prime grotto]

So what about the band?

[woven hemlock]

? the band?

oh the chat ban

the chat ban is part of the negative consequences for being at a negative red heart gem balance

it will be lifted as soon as you're no longer at negatives

[prime grotto]

says my account can be band

[woven hemlock]

if you frequently request refunds. two times does not count as frequent

[prime grotto]

I didn’t make them at all so idk who did and it wasn’t me and I don’t know I don’t want my account to be band

[woven hemlock]

your account will not be banned for getting a refund twice

[prime grotto]

And how much money do I have to spend to get it back and how long will I have before my account is band

[woven hemlock]

you'll need to check the acorn store in your game to see how much negative you're at, and how much money it would take to go back to a postiive balance

your account will not be banned for being at negative gem balance, only if you repeatedly request more refunds in the future

[prime grotto]

Omg ok ok that way better phew thank you I hope it doesn’t happen again

[woven hemlock]

yeah it sucks that accounts can get hit with negative consequences if someone else gifted them an item and then refunded it

i'm sorry that happened to you

[prime grotto]

It’s ok now I know thank you so I don’t have a deadline just wondering?

[woven hemlock]

as far as i know, no deadline, but you can ask customer support if you've opened a ticket with them

[prime grotto]

Ok thank you 🙏

[late pagoda]

is there a way to fix the frame drop cuz im getting 60 to 2 fps out of no where

[stoic tangle]

Bonjour J'ai un problème dur le jeu Heartopia mes tâches hebdomadaires N'ont pas était actualisée

[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.

[swift spruce]

How does the Town thing works? Like u always get random towns? U can't get like a fixed one or something?

Oh wait wrong channel mb

[prime grotto]

Is there anyone actually on the game that can tell me? Because it feels like there no one that knows??

[woven hemlock]

correct yes, there's no set towns that you always spawn into. you'll be randomly put into a town every single time you log in, unless you manually select a town using the windmill icon

its ok, can ask questions here too. if we don't know, we'll redirect you to the other channel o7

[woven hemlock]

what do you mean on the game?

[prime grotto]

Like the team the actual team

[woven hemlock]

the people here are players like yourself, the only way to officially contact the team is through the support center

[swift spruce]

But by doing that u can go to ur friends town right? And those are random too right?

[woven hemlock]

you go to your friend's town if they are online, and you'll be placed into a random open plot yes. if they have created a private town, then they can invite you to it, but it's still random placement of which plot you're on, there's no way to select a plot

you can also go to a random town through that list, there's tab on that page called 'all towns' that you can use to select a random town that's not your friend's list town

[prime grotto]

Rats that kinda stupid to be honest no hate but there should be

[woven hemlock]

haha, imo it's more dangerous to give a customer base 24/7 access to specific staff members's private messages. also easier to lose messages in a discord DM

[swift spruce]

Oooh so like u can make private towns where no one else can come except u and ur friends? Nicee

Ooh so I can select towns?

[woven hemlock]

do you play on pc? could try this:

[woven hemlock]

yup yup, if you click the windmill icon on the start screen, it defaults you to the 'friend's town' tab, so you select any online friend's town. but if you switch to the 'all towns' tab, you can select any random town too, instead of letting the game pick for you. useful if you're looking for a town with less / more people in it, or if you're looking to play alone rather than with your friend

[late pagoda]

tysm

[swift spruce]

Nice, thank you so much for ur help One piece Drifloon (Fallingwish)

[woven hemlock]

i take payment in souls and small children /j

[steep void]

I have the game downloaded in steam and added money to steam account and can’t get the game to let me buy hearts idk what to do

[swift spruce]

lore accurate Drifloon, keep on the great work

[woven hemlock]

steam wallet is a bit buggy i think, i've seen a few people struggle with it. not sure if there's a fix tbh

could try paying through the website and saving your steam account money for other games

[steep void]

It was letting me until the new update

So stupid

[woven hemlock]

can send them feedback in their support center, maybe they fiddled with something that affected 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.

[tidal thicket]

So I updated my game now I have to start all over smh

[woven hemlock]

Help! I tried to log into my account, but it made an entirely new account!

some things to check if heartopia is signing you in as if it's a new account:

• double check your server. sometimes the game tries to switch your server based on where it thinks you're physically closest to, instead of the one you were playing on before, especially on a new sign in. you can open your server list from the start page to check from: click the globe icon on the start page, and check the list to see if you have an existing save file on another server
• double check your sign in method. heartopia is really sensitive + the game makes it difficult to verify which account you initially used to create the account, so if you have multiple versions of the same thing (eg 2 different email addresses logged in on your device), heartopia might have been signing you in using one email when you thought you were using the second. try all possible log in methods to see if there is an existing account
• for steam specifically, sometimes the game isn't retrieving the correct information from your router. try clearing your cache + rebooting your router if you're able to, to see if it helps the game find your account

if you know your original UID and you can't get into your account, you can open a ticket with the support team and ask them to help you find what you originally logged in with

[tidal thicket]

Guess I have to start over cause when I updated off Tapp Tapp it did the same thing now I have it on stream and it’s making me start over smh

[faint vault]

-# I’m on work break rn, so not helpful at the moment, but I just had to point attention to….you worry me now @woven hemlock 🤣

[slate lantern]

that the lore of drifloon xd

[woven hemlock]

teehee

[faint vault]

-# Oh I know, they talked about it yesterday for a bit in gameplay help lol, I was just being dramatic for kicks

[opal granite]

hi! i’ve just pulled on the timeless encounter red signal and got the hair but it’s not in my dress up panel?

[woven hemlock]

if you're using the wrong log in information, then it will be the same no matter what platform you log in from. if you have alternate methods (eg if you have 2 emails), i would try signing in using every single email you have on that device to see if heartopia accidentally created your account using a different account than the one you think you sign in with

[faint vault]

Is it a hat? I haven’t pulled on this so not sure, check dressing mirror

[slate lantern]

ya it is funny cause fallingwish is a drifloon so u have riught to be concerned haha

[opal granite]

ooh good idea! will try that now!

[slate lantern]

pretty sure its a hair

like mlp

but cant change color

[woven hemlock]

hair and facial features are usually changed in any mirror - you can make one in the workbench (joinery mirror) or you can borrow the mirror at dorothee's clothing shop, on the second floor

the game makes it very confusing bc some hair is a wig (which counts as a hat) and some hair is hair

[opal granite]

thank you so much everyone!! you were right, it is a hair!!

[faint vault]

I don’t understand why they’d make any hair into a hat. Just so it goes poof when cats jump on for a ride lol

[tidal thicket]

It don’t even ask for login just starts over fresh l

[faint vault]

When looking at account management, does it still list the same method you originally used?

[dull sigil]

The personality ones are probably just wigs. But the Wolfnie one is actual hairstyle

[tidal thicket]

I’m back in thank you everyone 🤗

[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.

[scarlet apex]

Chat where can I contact actual support regarding harassment and slander ?

[slate lantern]

in game?
settings > account management > support center > headphone icon

or if login screen

settings > support center > headphone icon

[scarlet apex]

Thank you Dani.

[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.

[glacial cove]

Is there no way to display different photos on the cinema screen? I crafted multiple ones expecting they would appear separately.

[woven hemlock]

supposedly theyre all linked, not sure if its bug or intended. can ask the support center to be sure

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.

[mint glacier]

It explicitly says its intended. I think its in the info panel for the screen setup UI. Either that or there was a tutorial, but i def remember seeing it

[woven hemlock]

ty

I havent made one so wasnt sure

[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 solar]

Anyone else with this issue today?

[woven hemlock]

its a pretty common issue, try this:

Help! I can't log in / I'm getting a timeout error / It's stuck at loading / I suddenly have high ping / / It's saying I have a network error / 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, and is free)
• DNS (Warp 1.1.1.1 is recommended by one of the helpers here)
  • (if no other option works, VPN or DNS is usually reliable to get you into the game)
    once you get into the game, you can switch back to your normal internet connection

[white condor]

Dear dev, please fix bug this skin floor dreamlight cinematic 🙏🏻 thank you

[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.

[dawn briar]

who has a meteor location in asia server????

[unreal urchin]

is it just me or the game is very laggy nowadays

[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.

[brazen leaf]

Anyone else game being weird this morning? Im trying to do stuff but every time is weird...like i was trying to feed my cats and stuff and it said the action timed out....which when i went into build mode and left it was fine then i went to plant/harvest crops and it was being so slow to register that i planted/ picked anything

From what i can tell my game/it through the app store is completely updated so i dont think its that

[soft spade]

Hello, I went to feed my animals and noticed that all the food I recently bought is gone entirely. I had bought quite a bit when they gave us all refunded gold from the event, and none of the food is there. I had bought a lot of it too.

[brazen leaf]

Did you check your warehouse house?

[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 spade]

yes, I have checked my warehouse, it doesn't appear to be there either

[rain path]

Hi I remember with the height of this, I can still farm corn or grape and now I can’t farm
It’s bug or what, any helpful option?

[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.

[brazen leaf]

Hm um idk maybe try sending support an in game message?

[shrewd scroll]

my cat keeps floating very far from my head

[balmy totem]

There's something wrong with rotation in solo building on mobile since the last update. Sad to say I hate it. Building houses became complicated. Pls bring back the former rotation on mobile!

[vagrant cloud]

Anyone else having lag/freezes when driving a car?

[frigid laurel]

I'm here with you constant freeze and stuttering

[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.

[strange cloud]

hello , is there any one can help me? why i havent receive a ticket order. i already ordered twice , but its been a week i dont receive ticket from the dailies.

[gritty bronze]

You don't get it from just by doing the daily quest. You only have a chance of getting it from the daily quest gacha eggs

[strange cloud]

yes i dont receive

i do the daily task everyday but theres no ticket in gacha eggs

i already checked my bag and wearhouse

[gritty bronze]

It's not a guarantee that you will get it. It's a really small chance that you may get a ticket from the eggs

[strange cloud]

then how can use the order machine if they dont give me a ticket order. its gonna be useless

[somber hazel]

just gotta be patient , it’s a rare drop from the gacha

[foggy wraith]

i've opened 100++ eggs and i only gotten 3 tickets

[graceful marsh]

It's like asking how to enter a concert if they don't give me free concert tickets

[wet adder]

Order machine will rest while we're struggling to get 1 order ticket from the gacha eggs

[slate lantern]

That's some good way of explaining xd

[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.

[limber notch]

Anyone know if I can still buy lanterns from the event? I want to make floating lights, but am I too late?

[solid wren]

why cant i log in ? ):

[acoustic knoll]

Anyone else can't interact with their cat? I can interact just fine with the dog

[grizzled swan]

Sorry if OOT, may i ask why i got higher ping? when i check my internet it was okay only heartopia i got lagging.
This just started happening recently; it was working fine before.
Im on SEA server

[faint vault]

It’s a bug, simple (but temporary) fix is to go in and out of solo build mode or switch towns

[quick night]

Where do I put the codes in?

[acoustic knoll]

Ah ty 🙂

[faint vault]

Maybe just to make sure, restart router and manually forgetting wifi and reconnecting to it. hATO is poorly optimized, unfortunately

[faint vault]

On your watch, go to settings and at the bottom right corner there’s a “Redeem Code”

[tribal lava]

Can anyone help me 😭 this shows up when I open hato. I pressed alt + enter cause the tab also can’t be maximized

[late wigeon]

hey guys, can anyone help me?
my diamond balance went negative after a refund, but I didn’t use any of the diamonds before that 😭
now I can’t plant or build anything and the game is basically locked for me
has anyone had this before? is there a way to fix it without buying diamonds again?

[quick night]

my game is so laggy and even with the lowest setting it’s still laggy, I can’t play the game without it freezing, why

[meager pebble]

Hi! Why does my “personal” tab not have that extra section where people can see how many of the item they need to collect in order to obtain a collector’s trophy??

[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.

[brazen leaf]

Dude why is this game lagging so bad all of a sudden it was fine yesterday but now its being insane

[tame spindle]

Why am I muted until 2036 bro??? Somebody fix this

This game is about to make me lose my mind bro

[oak widget]

You’re gonna have to contact in game support

[tame spindle]

Lord have mercy

[oak widget]

I’m sorry 😞

[tame spindle]

I hope they answer this time cuz it makes no sense why I have -680 pink diamonds that shouldn’t even exist

[hard snow]

help, why there's no Time-Limited Exhibitation Pass in my account?? i already repair it and it's didn't changed. what should i do? i have 16 Time-Limited ticket in my account and when i used it, it spend to the pink heart and my Exhibitation Pass

so sad, it's been a weeks

[tulip path]

Anyone having issues with the game loading? I’ve tried like 3 times it gets to 80% and then crashes

[prime grotto]

Hey, so it said it refunded but where did the money go? I didn’t receive the money that’s been ‘refunded’??

[still arch]

If the interaction bubbles are not showing, simply go into build mode and back out. This will fix this glitch. It's not a permanent fix, and it will happen again eventually, but it'll fix it long enough for you to be able to interact with your pets.

[acoustic knoll]

as it already has been told

[still arch]

Did you try to refund something? That's usually what causes that to happen.

[tame spindle]

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.

[tribal lava]

Help 😭

[still arch]

Yeah, unfortunately the devs don't like it when you try to refund anything. They even say that your account may get banned if you do it repeatedly.

And because you have negative heart diamonds, you likely have been muted for 10 years (meaning your chat is disabled).

[tame spindle]

Man that’s so dumb, it’s they fault they need to fix the bugs in this game. When I purchased the 10.99 thing it literally said purchase failed so I did it again. Then they tried taking 20 dollars out of my account like wtf

[still arch]

All devs do it. They only care about money and profit.

[tame spindle]

Smh of course I can tell

Finna give it a 1 star review

[still arch]

If people were able to, they'd give it negative stars.

[tame spindle]

Literally

[still arch]

Luckily, I haven't been scammed... yet...

[magic flume]

Where is the meteor shower?! It's not showing in the sky nor can I see Doris or the shards!!

[faint vault]

If you're anywhere that is affected by your clock changing an hour forward (DST/ BST) keep in mind that events are an hour later than the game shows

[prime grotto]

Mine is the same way

[tame spindle]

That’s crazy, they got 30 million downloads but still acting like they broke

[prime grotto]

Yeah and they said I got a refund but there’s no money sent to my account and I can’t chat, build, do hobby’s

There basically scammers right now

[faint vault]

How long ago did they issue the refund? Most banks take 3-5 days to process refunds

[prime grotto]

Like I contacted my bank and they said they haven’t received anything, so then I went to costumers support and waiting for there replay because I don’t make the refund and if it’s been approved where the money?

[tame spindle]

Me either and it definitely sounds like they scamming. I ain’t ever have a money problem in a game but now all of a sudden heartopia wanna have issues

[uncut bramble]

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

[prime grotto]

Yeah all of a sudden they want to scam people

[faint vault]

I get why that’s frustrating, but if it was just initiated yesterday, your bank won’t see it yet. The 3–5 days starts after it’s processed on their end, so right now it’s still normal.

[prime grotto]

We will see but if not what should I do if it’s like been a week??

[hot ruin]

I tried to boot up the game, and when I try to load into a town it just doesn't let me with a different error each time. first time opening the game

[faint vault]

Cross that bridge when you get there. If you still don't receive it in a week then you have a legitimate reason to go back to CS and find an explanation

[faint vault]

Hmmm, try restarting your router, if that doesn't work, maybe try with a VPN just to start it off

[hazy finch]

I have the same issue

[hot ruin]

problem is that most VPNs are kinda blocked here. I tried restarting the router before like the previous posts told, but didn't really get any results

[faint vault]

If you forced a refund, then yea, your account will be highly restricted

[tame spindle]

I can’t wait for loftia to come out bru

[woven hemlock]

are you referring to the refund we talked about yesterday? if it was a gifted item, the refund is sent to the person who paid, not to the person who received the item

[prime grotto]

But why am I facing the consequences???

[woven hemlock]

unfortunately thats how their system is set up

the game detects that your game is now missing whatever you spent of what was gifted, since it was removed when the other person did the refund.

[verbal magnet]

hi guys! does anyone have this problem too? im not one to curse or to say/do inappropriate things

[faint vault]

Did you happen to do a chargeback/ refund? Your heart diamonds must be in the negatives

[verbal magnet]

yes they are in negative, -300 i paid twice by accident and i got the one that went through with payment refunded so they’re now looking into it

[woven hemlock]

How many pulls did you do at the time? It takes 6 tickets per pull, so if you did a 10-pull, it would use 60 tickets

[woven hemlock]

being chat muted and unable to harvest crops are a few of the consequences of being at a negative gem balance unfortunately

[prime grotto]

But what can I do just sit and wait and see others have fun?

[verbal magnet]

yes its weird bc i paid twice bc the first one didnt go through, or so i thought, so i got it refunded and apparently the second one didnt go through so i got the wrong one refunded..

[woven hemlock]

need to unlock one mastery first, for each type (eg once you hit the minimum for one bird, it will show the requirements for all of your birds, and you also need to hit the minimum for one recipe in order to see the requirements for each recipe)

[glad jetty]

LOL

[woven hemlock]

The game for some reason can show that a payment failed/error happened during payment, but if it deducts from your bank, so its better to bring it up to devs first so they can fix it rather than do a refund, since it will detect the refund and deduct regardless of whether you received it or not

[verbal magnet]

oh ok yes i didnt know that but they take a long time to look into it.. thank u though

[woven hemlock]

unfortunately it takes time for these kinds of things, just ping the ticket if you dont get a response back in 3 days/etc

[verbal magnet]

would it help if i buy the bigger festival pack?

[woven hemlock]

i would hold off on purchasing more things until they get back to you. Better to resolve one payment issue first

[verbal magnet]

okay thank u very much!!

[woven hemlock]

hopefully they resolve it for you soon, the game is pretty stubborn about refunds so you will probably need to provide proof that you didnt spend it before initiating the refund

[woven hemlock]

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

[woven hemlock]

i’m not sure why you’re being deducted more hearts than you paid for, but ive seen it happen before to other players. For billing issues, will need to contact the support center unfortunately, there isnt anyone here who can help fix it for you

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]

Have you tried rebooting the game / rebooting your device?

[woven hemlock]

try this first

Help! I can't log in / I'm getting a timeout error / It's stuck at loading / I suddenly have high ping / / It's saying I have a network error / 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, and is free)
• DNS (Warp 1.1.1.1 is recommended by one of the helpers here)
  • (if no other option works, VPN or DNS is usually reliable to get you into the game)
    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]

Cant buy the recipes to make the floating lanterns anymore, that event has passed

[woven hemlock]

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

Help! I need to contact customer support!

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

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

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

[woven hemlock]

its learning how to fly /j
can report 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]

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

[woven hemlock]

out of curiosity, did the freeze happen after any particular action? Eg did you pull back your fishing rod right before a fish was going to bite. Also, did your game crash after, or did it fix itself?

[woven hemlock]

might be the walls. try putting the grape on a planter in the middle instead

[woven hemlock]

what food did you buy? universal food?

check your mailbox, if your backpack was full at the time of purchase, thats where overflow items go

[late wigeon]

Thank you, I'll try that!

[woven hemlock]

#gameplay-help and #1435807505304518686 for these kinds of questions

[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.

[wanton wave]

I saw one on Facebook

This one

[woven hemlock]

unfortunately the meteor is over by now in asia server

[faint vault]

it is, but shards stay up for 24hrs

[woven hemlock]

Oh ur right

forgot about that

[wanton wave]

Your right

[woven hemlock]

they asked 17 minutes after the meteor started though

no way anyone has a guide up at that time yet

[soft schooner]

is this where we submit help tickets?

[faint vault]

I know it but forget it too, had to jump on quickly to get my shards, I panicked thinking "man, only have an hour before meteor ends" well knowing I didn't need anything from Doris lol

[woven hemlock]

No, need to use the support center if you want to reach official customer support
If youd like help troubleshooting an issue though, the players here can help with that

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]

I usually nab them as soon as im online around meteor time, so forgot they stay for so long

this is why i send ppl to the other channel

[quartz torrent]

Hello everyone 🙂 I'm not sure if this is where I should send this lol, but I've been having some issues that led me to do some performance testing on my phone . This was all following the latest big update, by the end of the winter fashionwave, and I'm a big fan of the game and have even spent money on it so these issues have caused me a lot of worry, and I would appreciate if you could take them seriously!

Issue/Context: It started with me noticing that my phone was overheating (even though its a really good, well-mantained and relatively new model), and also that graphics were not very good anymore, that objects (like crops) started taking a while to load, and sometimes my avatar locks in walking and I can't acess the chat anymore, even though I could acess other features, like postals. I'm a computer scientist and I've worked with workflow automation leaning into QA before, so I was really intrigued and decided to take a deeper look.

**Conclusion: **The results show (simplifying) that there's a very large, very problematic CPU Bottleneck, with CPU hitting 95% while the GPU (RDNA3) stays at 45% (OpenGL), basically meaning that the GPU is working with a marging while the CPU is working overtime, and tthat the game isn’t properly multithreaded for this chipset yet, leading to extreme thermal throttling. I have also noticed some indicators of ghost assets that may explain the crop issue, and may warrant the need for a function to clear redundant resources, something that other games with a lot of "orphaned assets" such as Genshin Impact for example have.

That being said I have the data (thermal log, utilization metrics, asset bloat evidency, adb log, etc.) and a full assesment ready to share with the team, so if you think that's reasonable please give me a call and let me know where should I send those. Also if you guys have a bug bounty program I'd love to join, so let me know 🥰

[faint vault]

This is an interesting read. Would hate your effort to go wasted, note that actual dev team/ staff do not monitor this server. Best way to reach them is through Customer Service via in-game

[quartz torrent]

Thanks! I didnt know that since I dont usually use discord 😅 that being said even if the dev staff doesent really watch it here, do you know if theres anyone i can try to contact in discord? Like the hato helpers or something, im not sure🥺 I'll try to follow your suggestion too though

[faint vault]

Nope, any and all official customer service has to go through Customer Service via in-game. There's no direct contact to them through here

[quartz torrent]

i see... thanks anyways

[deft yew]

Anyone want to watch a movie with me? dm

[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]

Hato helpers are community volunteers, we’re not official staff members

[woven hemlock]

#off-topic

[pallid orbit]

Hello, I came with the issue that my friend gifted me the Supreme Festive Pack pass, however intended to give me the regular Festive Pack, including paying the right amount for the latter. Now we're both confused as she later checked her banking and it still came up as 4.99 USD used.

Is there anyway to recorrect this issue or is this a technical issue?

[soft spade]

It was Universal food yes. But also not in mailbox

[terse lynx]

Can we change our bind info ? Like I have a Google bind and want to switch to another Google acc

[faint vault]

No, we can't unbind our accounts, unfortunately

[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.

[obtuse breach]

is there any way to fix the Ping issue??? It keeps making me burn food cus I can’t click it! 😭💔

[tulip path]

Having an issue where the controls are lagging or not allowing me to click on action buttons. Specifically when cooking and bird watching

[woven hemlock]

Help! I can't log in / I'm getting a timeout error / It's stuck at loading / I suddenly have high ping / / It's saying I have a network error / 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, and is free)
• DNS (Warp 1.1.1.1 is recommended by one of the helpers here)
  • (if no other option works, VPN or DNS is usually reliable to get you into the game)
    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]

Are you getting high ping when that happens?

[tulip path]

Ping is 21-33

[young coral]

driving me nuts too

[tulip path]

Game wouldn’t even load earlier tbh kept crashing

[obtuse breach]

it happens the most when i cook & it’s driving me insane 😭

[young coral]

it happens to me when cooking too.and last night when building and i lost some progress it was so irritating

[woven hemlock]

Do you mean they paid for the regular pack to gift to you, but it arrived as a supreme pack? thats interesting, havent heard of that happening before. would probably need to contact support about 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.

[pallid orbit]

Yeah, I let her know to use the customer support now

[woven hemlock]

can try troubleshooting for lag, but the game is poorly optimized in general, so might be best to send a video of it to support so 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.

Help! My game keeps lagging!

• 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

[sick bramble]

Hello! My friend buy me an 7 day pass and 30 days pass
I only get the 7 days pass and 30 i can’t find it. I already check my invetnory, box and i still can’t find it Please help me

[woven hemlock]

First try switching towns a few times to force the game to reload. Sometimes the mail is delayed

[sick bramble]

I did it already,nothing change

[woven hemlock]

When you say you cant find it, do you mean that it didnt arrive in your mailbox? Or that you claimed it and cant find the ticket now

[quartz wedge]

My girlfriend accidentally removed me as a friend, is it possible to restore this through support or likewise? We were over level 7 ._.

[woven hemlock]

Unfortunately no

[faint vault]

Just add each other again? Unfortunately theres no way to restore the friendship lvl

[proud ingot]

plaadaaw5221 has been warned

Reason: Posted an invite

[woven hemlock]

@spring plinth spam link in suggestions channel, could you help delete?

#suggestion message

[quartz wedge]

“just do 2 months over again” Lol of course we added each other back. that wasnt the question.

[spring plinth]

Yes🤍thank you

[shy sandal]

I need help

Ive played 41 hours of Heartopia on my steam account and tried to log in on my phone but apparently used the wrong email and kept trying to link them up through Google, FB and Apple and now when I log into my account on PC its logging in to the New account. Please tell me I didnt lose my old account!

[woven hemlock]

you’ll need to figure out your original log in information to get back to your old account. what did you use to log in previously? did you use steam to log in? or did you directly use google/facebook/etc?

[shy sandal]

I started with Steam on PC, but when I tried to log in on Mobile Steam wasnt an option so I used Google but I guess it wasnt the same account

[woven hemlock]

If you used steam to log in, you need to use steam to log in on the other device too. Go back to your pc, log in through steam, then bind a different account

if you already bound all of them to the new account, you’ll need to initiate account deletion for the one you made on accident, which takes ~15 days

[shy sandal]

so I logged out and tried to log back in with my other email but it wasnt working so I logged out on my PC to confirm which email and logged back in and they are both on the New account. Okay so now I logged back into steam on my PC and my old save is there.

[woven hemlock]

yes, because your old account was logged in using steam. using the email does not work because it counts as a separate log in method

[shy sandal]

So I guess my issue is how would I log into the steam save on mobile? I think my issue is I linked my mobile to my accounts but I need the Steam one to bind to my accounts

[woven hemlock]

you need to bind another log in method to your heartopia game while you’re on the pc / steam log in

I wrote instructions on how to bind accounts yesterday, let me link you: #technical-help message

[uncut bramble]

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

[woven hemlock]

hi meowbot

[shy sandal]

thank you!

[shy sandal]

Is there maybe a way to unbind them from the account on my phone

I guess go to each account and manually unbind them from like fb, google, etc

[unkempt stump]

This keeps happening and it's starting to get so annoying

[haughty hornet]

Please fix the glitch with the petssss !!!!!!!

[woven hemlock]

Doesnt work, theres no way to unbind an account once its attached. You’ll need to delete the Heartopia account that you made on accident to unlink them

[woven hemlock]

devs/staff don't look in this channel, so gotta report bugs to their support center~ depending on the bug youre experiencing, the players here can help with common temporary fixes

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]

What were you doing when it does that?

[unkempt stump]

Nothing. Sometimes I just enter the game and boom. It's pitch black

I can still move around and do stuff I just can't see

[woven hemlock]

Go to the start screen and try clicking ‘repairs’ in the top right corner first

[unkempt stump]

It requires a 1.3gb update... Ughh, may take a while

[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.

[shy sandal]

Okay so it says it takes 15 days to delete the account. Do I have to wait that long before I can bind the pc and log in on my phone?

[proud ingot]

plaadaaw5221 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.

[slate lantern]

Huh ? I mean u still can as long as u use the same acc (like google)

[shy sandal]

not if I cant unbind the new acct since @woven hemlock said you cant unbind w/o deleting

[slate lantern]

Oh dang did u use everything to a new acc u weren't gonna use?

[woven hemlock]

they didnt realize they had to log in using steam when logging in on mobile instead of pc and accidentally bound all their accounts to a new account

[woven hemlock]

if you bound all of your available accounts to the new heartopia account then yes because the accounts are still bound to your new account before then.

[faint vault]

that sucks, cause there is no Steam login through mobile, is there? Just thought it was Google, Apple and FB

[shy sandal]

yeah I bound them to the new acct thinking I had already done it on my pc

[woven hemlock]

there is steam log in on ios

[shy sandal]

I didnt see a steam option on iphone

[woven hemlock]

it was at the very bottom of the options for me, i'm also on iphone, but this is from after already logging in. maybe can't sign in using it

[wheat wadi]

May I know what insect is this? Thank you.

[fiery gust]

That’s the insect near your home on the rocks or other rocks around the houses

[shy sandal]

@woven hemlock

[faint vault]

I meant that ^

[bold lagoon]

im in desperate need of help. my fishing is bugged. this started yesterday, ive verified the integrity of my files, clicked the repair button in game to try to fix it, and will be undownloading and redownloading the game next. but basically every time i pull out my fishing rod, my game bugs. i can no longer move, i cant fish, and them im stuck there. putting away my fishing rod, pulling out another tool, nothing works. i have to close the game and reopen to be able to walk again

[woven hemlock]

what is the issue exactly when you fish?

[faint vault]

-# Falling, why do we have a 1 min cooldown? 😭

[woven hemlock]

Looks like this. It likes to hang out on rocks and ores

[woven hemlock]

no idea, i noticed it yesterday

[bold lagoon]

every time i pull out my fishing rod, my game bugs. i can no longer move, i cant fish, and them im stuck there. putting away my fishing rod, pulling out another tool, nothing works. i have to close the game and reopen to be able to walk again

[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 !

Please check for any controllers plugged in to your device, 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

[bold lagoon]

thank you!! i will try this and report back

[bold lagoon]

it was the controller! im glad it was such a simple fix, thank you!!

[proud ingot]

pixiee_cutesyy has been warned

Reason: Posted an invite

[tepid basin]

Help! I'm trying to feed my dog, but it keep saying "you seem too busy to feed..." when his far away from any object, and also most of the time when i try to click my other cat on laptop it doesnt work when theres nothing blocking.

[woven hemlock]

glitch, switch towns or teleport using a bus stop to clear the message

hello @spring plinth hot girls in our area are trying to make suggestions in the suggestions channel

#suggestion message

#suggestion message

[unkempt mist]

Hi, I have a problem—I don’t know if you’ve encountered the same thing. My house is completely bugged: floors are popping up everywhere, even though on my blueprint and from my point of view everything looks fine.

[spring plinth]

😭I thought YOU were suggesting that to me for a sec glancing at your message

[woven hemlock]

hello its me the hot girl

[tepid basin]

Thank you! I switched towns and it worked, thank you!

[spring plinth]

And tech smart

[woven hemlock]

B)

[faint vault]

-# would easily fall for the "smart" part

[blazing lintel]

i can't join a town

[woven hemlock]

out of curiosity, did you try to teleport to a friend's town when you got this message?

[uncut bramble]

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

[woven hemlock]

hi meowbot

[rare horizon]

I still can't log on, have they acknowledged this at all?

[blazing lintel]

i got that message when i clicked "start". it loads but that message will pop up. same thing when i join a friend's town.

[woven hemlock]

can you click 'repairs' on the start screen in case its a matter of corrupted files? if that doesn't work, try these:

Help! I can't log in / I'm getting a timeout error / It's stuck at loading / I suddenly have high ping / / It's saying I have a network error / 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, and is free)
• DNS (Warp 1.1.1.1 is recommended by one of the helpers here)
  • (if no other option works, VPN or DNS is usually reliable to get you into the game)
    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.

[woven hemlock]

it's not a server-wide error, it's player-specific. try the suggestions in the post above this one

[rare horizon]

I've tried it all 🙁

I opened a customer service ticket haven't heard anything yet though.

[woven hemlock]

it takes 1-3 business days for customer service to reply to tickets, make sure to check back on the ticket itself because you do not get a notification or email when they reply

did you try VPN already?

[rare horizon]

Thank you for telling me that I did not know that about not getting a notification when they reply.

Yep, tried the VPN. I am uninstalling the game from steam and reinstalling it. Everything should be saved through my Facebook log in I hope lol

[woven hemlock]

yes, your game file is saved through whatever you used to log in. which VPN did you try? i heard that changing your region to singapore on ProtonVPN usually works

[golden galleon]

Looking for advice with ping issues/lagging! i play on my iphone 10 and i've turned my graphics settings down as low as possible but my game still lags quite a bit, most likely bc of having to load in other player's awesome houses 😭

[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]

if its because of fancy houses (which is the case a lot of times), could manually select a town with less people in it

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

[covert dust]

Yesterday I helped my friend get the meteor shower badge achievements - skating as well as the make a wish together but she was not able to get any badges. Not sure if maybe there's a certain DG level or some prerequisite to get it

[hearty pewter]

Yes, achievements are unlocked after a certain DG level

[covert dust]

What level dg do you need to be?

[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.

[terse goblet]

Make it so we dont loose everything and our progress when we change servers

[woven hemlock]

DG level 15

[woven hemlock]

most likely will not be done, since all the servers are completely separate from each other other than having the same events/etc, just at different timezones. you can send feedback to the devs in 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.

[humble tundra]

How do I send my friend link to someone via text?

[woven hemlock]

in the game?

[humble tundra]

Yes. I’m trying to get my friend to play & add me but is there a link I can copy? Or they have to download the game and I must send my ID?

[woven hemlock]

they need to download the game, and then you send your ID to them yes

make sure they join the same server as you, as the game does not support cross-server play

[humble tundra]

Oooooiiii thank you thank you

[foggy wraith]

@white warren !!

@spring plinth

[spring plinth]

Just to let you know, so you don’t spend your time pinging in every channel(it’s sweet) but we can auto delete all !

[white warren]

[foggy wraith]

ooh, didnt know bout that XD

thankyouuu

[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.

[haughty fjord]

Hiii, is this the right channel to ask about purchase decisions?
I pay for the monthly subscription-whatever-it's-called, but I've decided to pay to get that cute blue pogo stick!! I'm absolutely in love with 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.

[haughty fjord]

Anyways, I'm really hoping there might be any advice or already-existing guides regarding the best way to buy hearts. There's the option of just buying the hearts, but I also could get hearts from buying the cinema pass or buying more monthlies. I'm not the best math person... but it seems like the cinema pass is the way to go?

[oak skiff]

Hello, I am from Sea Server my account (UID: 1c144y9) was suspended for “use of cheats/scripts,” but I did not use any cheats or third-party tools. I was only playing normally (building my house).

I believe this may be a false detection. Could you please help review my account.

Regards,
MaMaQueen

[foggy wraith]

submit a report to cs

[woven hemlock]

hello! ❤️ this channel is more for stuff like figuring out tech issues / bugs, the folks over in #gameplay-help might have more thoughts on what the best course of action to get enough hearts is, though i think the red gem packages might be your best bet (as someone who also really wanted the pogo stick, thats what i did )

[woven hemlock]

the staff dont look in this channel, so you'll need to use the customer support center in the game~ yve has instructions on how to get to it in the image they sent

[oak skiff]

Thank for your sharing but now I can’t login into my game 🥺🥺🥺

[woven hemlock]

oh no!

[foggy wraith]

how bout from log in screen?

[woven hemlock]

theres no gear icon in the screenshot they sent, i dont know if they can get to it