technical-help

[proud ingot]

jinshaki has been warned

Reason: Posted an invite

[somber hazel]

try withdrawing and equipping the corn seed again

[royal osprey]

thank uuu so muchhh it helped really well!! TwT

[vagrant tiger]

I tried 🙁 for some reason all other crops work. Just the corn seeds don't work anymore

[crimson cargo]

Hopefully they fix that bug, but in the meantime, glad that worked!

[somber hazel]

try switch towns/ repair button at login page

[vagrant tiger]

I think I figured out the issue. My ceiling is not high enough and some crops need more space because they grow taller than others..

But thank you !!

[somber hazel]

glad u figured it out! np

[heady turtle]

Is anyone else having a problem with the game freezing? It's almost every time I'm logging on now

[acoustic sonnet]

I experience lagging a few times and the game just freezes or the screen turns black, so i have to close the game and restart, sometimes it happens during an event..

@heady turtle me and my brother..

[heady turtle]

Yesss the events as well. So frustrating

[timid trail]

A few days ago I got a pop up saying somthing seemed off with my cat and ever since I havent been able to click on her. What is going on?

[uncut bramble]

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

[woven hemlock]

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

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

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

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

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

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

Its an issue with the games optimization, not your connection specifically. The only temporary fix we can offer is suggesting to switch between networks to force the game go re-establish the connection unfortunately

How long ago was 10pm last night? The timer for private servers will count down regardless of if anyone is using the town

Btw this channel is for technical help (eg bugs), guides like this are probably better for #gameplay-help

[silk leaf]

Will attempt now, but this has been going on for months (since mid-fashionwave) :(

[woven hemlock]

try setting your graphics settings lower, and turn on memory optimization mode

[woven hemlock]

Its an ongoing issue with Heartopia, they havent made any significant enough changes to affect the optimization

[lethal trellis]

I had counted the hours to make sure the sever would still be up an hour after work so server hours should’ve lasted until 6pm for me. 10pm + 20hrs for server time.

[pliant cloud]

so my resident requests are not showing up daily and I thought they were daily? I don't understand why some days I have resident requests available and some days I get none...

[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.

[cerulean crypt]

I didn't receive my hobby learning tickets when I reached level 12 d.g lvl, I was really waiting on that I want a kitty 🥹🙏🏻

[mortal rampart]

Hi! I was wondering why I’m unable to purchase the Golden Acorn box from the official website. Could you please help me?

[icy glacier]

How do i change my email from the game?

[umbral coral]

I know im the one answering you again but i think i found the answer to your question
#technical-help message !!

[icy glacier]

Thank god!
But how?!

[umbral coral]

As the post explains it, currently you cant change emails

[umbral coral]

Have you checked your mail box or warehouse?
Warehouse > go home > open inventory > the icon below inventory.

[mortal rampart]

Something help me?

[mortal rampart]

I tried for three days:c

[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.

[cerulean crypt]

Yes thank you I found em

[fresh pecan]

Nothing, it keeps failing on the island after the return trip, it stops halfway through the journey.

[knotty timber]

I BOUGHT A TOTAL OF 8 INSTRUMENTS AND ANNIE DIDN'T TRIGGER THE QUEST FOR THE RETRO BOX WHAT AM I SUPPOSED TO DO PLEASE HELP‼️‼️‼️
@proud ingot !help

[proud ingot]

Ah, noble seeker of knowledge, thou hast summoned the assistance of MEE6, the valiant robot knight! In this grand realm of inquiry, I stand ready to provide guidance on matters both perplexing and mundane. Whether thou dost seek wisdom regarding the intricacies of medieval weaponry, the art of chivalry, or perchance the delightful culinary wonders of the taco, I am at thy service. Speak thy question, and I shall bestow upon thee the knowledge thou dost desire!

[subtle coral]

Hi, I need some help here. I've been getting these messages for over 8 days. I was using a VPN, but I'm out of credits. I really enjoy the game, and I want to be able to log in to do my daily missions, feed my pets, and see my friends 😭😭

[exotic olive]

im getting the message as well then i try again after i reset modem, and uninstalled and stalled it back but mine is saying Fialed to get player informations please try again later or it will say falure has occord try again later and I am not the only one that has said this same thing happening to. I try to look up if the servers are down, there is no one that has reported it

[subtle coral]

I reset the modem too, and I also tried starting it from my cell phone and iPad because I thought it might be my PC. I don't know what else to do. nothing works

[exotic olive]

i can get on through the cell phone just not the pc, and i reset everything, so i dont know what else to do either sadly, and it sucks that all the new stuff is coming out tomorrow

[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]

mr beast is he oh hes not here anymore

[woven hemlock]

can you show the quest?

[woven hemlock]

@exotic olive
can you guys see if any of the things here help?

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

[exotic olive]

i did all that, and thankfully the servers just came back on for me i was able to get back in just now. thank you for the information and help

[cerulean sigil]

No, the game run smoothly except for the blueprint.

[woven hemlock]

can you try clicking repairs on the start menu in case its a matter of corrupted files? otherwise, it's not a known issue - most people with lag experience it ina ll parts of the game, not only in the blueprint mode. if you're close to load limit on your blueprint, that may be causing the lag 🤔

[uncut bramble]

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

[terse saddle]

hello i’m not sure if this is the correct channel but each time i buy the $19.99 pink heart pack i get charged $40 instead of only $20, i’m not sure if that’s normal but i shouldnt be getting charged that much for something didn’t get.. i just noticed now but looking at my bank account each time i’ve gotten only $20 it’s been charged more, can anyone pls help and explain why that’s happening

im also not sure if i should talk to my bank about it but i’m afraid they might close my account for fraud reasons or something else

[knotty timber]

I already did but the quest Didn't trigger

[woven hemlock]

unfortunately the support team is the only one who will be able to look into this for you, the people here are all players like yourself. i've seen a few others who've said a similar thing, maybe the game isn't calcalating conversion rates correctly?

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 show where you're reading the information that a quest is supposed to trigger? there's no quest that triggers only from purchasing an instrument afaik, it's all connected to other quests/etc

[terse saddle]

thank you so much for the help!! i’ll contact them, again thanks a bunch!!!

[subtle coral]

I have my PC connected directly to the cable internet, prontoVPN, makes me lose all internet connection, but I will try plane mode.

[upper ibex]

Really annoyed by the roller coaster. getting them to connect is REALLY touchy and very difficult. why not make it automatically adjust to connect?

[knotty timber]

I have no quests left I was trying to trigger Annie's-Atara hidden quest to get the retro Box for bob

[subtle coral]

No, nothing works haha 😔

[woven hemlock]

for protonvpn, have you tried switching your location to singapore? i've heard people say that worked for them to get into the game

[uncut bramble]

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

[brittle wasp]

hi i need help with a purchase i’ve made

[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.

[desert grail]

Please increase the load amount, I want to add more items to the house but it is already full. 😭

[proud ingot]

careshia_111 has been warned

Reason: Posted an invite

toreiyu0123 has been warned

Reason: Posted an invite

[wheat wadi]

Hi, how do you take Dorothee's easter egg? Coz it doesnt register on mine tried climbing up on the fountain and also on top of ordering machine. Thank you.

[crimson cargo]

Video here! #1489763070929535056 message

[proud ingot]

hfcfud has been warned

Reason: Posted an invite

[undone wraith]

Fiz uma recarga de diamantes e eles não caíram na minha conta mesmo já tendo pagado!

[proud ingot]

xdckzx 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]

alfajer_02002 has been warned

Reason: Posted an invite

[cedar dirge]

Hi everyone !
After changing PC and reinstalling everything from scratch, I don't think my account correctly linked.

I don't see my progress in the main menu (i don't see the small house to check the friends etc), and I fear i have lost my progress.

I have a backup of me previous hard drive and every file in it, including %APPDATA%/LocalLow/xd and I still have access to my old PC.

Replacing those file on my current setup didn't change anything.

Anyone experienced something similar ?

[fluid fulcrum]

Glitch on the screen and the game stuck for a few minutes

[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]

120920 has been warned

Reason: Posted an invite

[woven hemlock]

Switching towns (by manually selecting a new town) usually clears glitches, if not, can report to the game’s support center, since devs/staff don't look in this channel

Help! I need to contact customer support!

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

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

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

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]

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.

[woven hemlock]

devs/staff don't look in this channel, so gotta give feedback to their support center~ i doubt they will increase load capacity unless they fix their game’s optimization first, houses close to load limit often cause a lot of lag for players

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]

devs/staff dont look in this channel, so you’ll need to contact them 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.

[woven hemlock]

Where did you hear that buying an instrument triggers a hidden quest?

[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.

[uneven harbor]

still stuck in matching town 😭

HEEEELLLLP!!!!

[white warren]

Did u try to restart the game firstly ?

[woven hemlock]

If rebooting the game doesnt work, 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

[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.

[trim trout]

hi i'm trying to do intersecting roofs on my build, but everytime i place the 2nd roof it clips off the ceiling and won't stick back on. is there a tip on how to do this better?

like this

[woven hemlock]

#gameplay-help or https://discord.com/channels/1128257488375005215/1469843629379031092 can probably help with that

[uncut bramble]

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

[rigid ginkgo]

dorothee's easter egg isnt registering and ive taken 5 photos of 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.

[somber hazel]

you might need to get nearer

hope this video helps
#1489763070929535056 message

[feral panther]

Hello, I would like to request assistance. I purchased a 30-day membership, but it has not been credited to my account, even though the payment has already been deducted from my bank account.

[somber hazel]

#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.

[near kelp]

Hello guys. Anyone have an idea why the cape animation on my game are so stiff? I have max graphics

[late inlet]

I need some asistance my computer shut off while i was playing heartopia and now the game wont open properly

[cerulean sigil]

Yeah, I think it's kinda working now, thanks

[indigo hinge]

it's not detecting the egg

[late inlet]

this is what my heartopia is doing i need help to fix it. reinstalling didnt fix it and neither did restarting my pc

[woven hemlock]

Please try the steps here:

[late inlet]

Its fixed Now thank you

[woven hemlock]

You’re too low compared to the egg, need to get closer via parkour

#1489763070929535056 message

[woven hemlock]

Which cape / do you have a recording of it moving?

[near kelp]

Any cape. I thought it was just the Frostguard but I noticed this new Bunny cape also is the same. It only happens on my pc but my phone cape animation is flowy. I can record but not sure if I will be able to send it here

[woven hemlock]

Recordings are ok to send here, thats fine

[near kelp]

Here's how it flows on my phone

[dapper cliff]

I have few glitches for example while cooking my character is teleported to another room behind the wall and also I can’t submit dandelions even tho i have them in my inventory they don’t show up in submit box

[woven hemlock]

If the animation looks different between pc and mobile, could be a difference in how the pc version handles the animation if the settings look the same between ur phone and pc, could send the video to the support team, to see what they say 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.

[woven hemlock]

if you can get the cooking glitch to happen again, send a video of it happening to the support team so they can look into it

Are they picked dandelions or dandelion plants (before being picked)

[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.

[pure crane]

hiii! can someone help me, idk if this reaccuring bug or not, but i just purchased the moonward gaze bicycle and it doesnt appear on my vehicle selection, not even on the bag. so i purchase another black bicycle from andrew, and again. it doesnt appear, is this cause of the bag are full before? i tried to remove some but its still not there, or must be wait for 24 hours?

[dapper cliff]

dindelion flower

[pure crane]

any helps is appreciated! idk how to send report tickets, i heard its in discord, please do let me know, thanks!

[woven hemlock]

check your backpack, mailbox, and warehouse for the bikes. if you dont see them, try switching towns and then check all 3 locations again

[woven hemlock]

the discord server is only for players to help each other — for official help from the game’s support team, you’ll need to use their support center in the game

Help! I need to contact customer support!

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

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

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

[woven hemlock]

Your stove is backwards, flip it around

notice that the pan handle is facing towards the wall

[woven hemlock]

can you show a screenshot of the flower in your bag? and where you’re trying to submit it for the collection box

[pure crane]

omg, it is on the mail, thats such unexpected place to get first before using xD I REALLY APPRECIATE IT FALLING WISH! may u have a great day!

[woven hemlock]

its because your backpack was full at the time of purchase, so overflow items go to the mail first~ glad you found it

[dense spire]

Hello! I would like to ask about the 680 hearts that were supposed to be credited to my account after I completed a top-up. Unfortunately, they have not appeared yet. I also have proof of payment showing that the transaction went through.

[woven hemlock]

mr beast would like to sell us crypto again @spring plinth

[spring plinth]

Not on my watch

[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.

[jolly junco]

Hello everyone

[desert grail]

Please increase the load amount, I want to add more items to the house but it is already full. 😭

[woven hemlock]

devs/staff dont look in this channel for feedback, can send it to them 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.

[stuck stratus]

how to become a content creator of heartopia?

[jade wolf]

hello, why are the paintings changing when I reapply a blueprint? I experienced this yesterday for the first time and I thought maybe it was just a bug because of the recent update. But upon the application of the Alice banner, it has happened again. I'm not even changing the easels, and I would rather not have to keep on reapplying the same paintings everytime on the different areas of my house.

[woven hemlock]

the dandelions that you have are still plants, you need to pick them. place them back onto the ground, then click the flower icon that appears above them (shown in first screenshot). when theyre in your inventory, they will look like the second image

[stable blaze]

Es primera vez que me pasa esto, no sé si es normal
Una disculpa si es que no se pueden enviar videos no sé dónde reportar esto

[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]

DM the bot @twin yacht to open a ticket with the server mods, I think they can give more information. If you havent used the bot before, DM it a random message to establish the link with the Heartopia server first, then you can send your message and it will deliver it as a ticket to the server mods, and when the mods reply, it will deliver the response to you

[woven hemlock]

What is it changing it to?

[dusky robin]

Hiya It won't let me take photos of the eggs? please help x

[eternal grove]

Are you using the camera? It should show a box thingy around the egg when the cam registers it (will also say the name of the egg)

[woven hemlock]

(You’re using the birdwatching lens, not the camera)

[dusky robin]

omg, I'm dumb, thank you

[high delta]

Hello, did you get any proper assistance on this? I have the same issue and got turned down by the CS without even asking for any info.

[woven hemlock]

(Usando Google Translate) Se trata de un fallo en el programa de sombreado del juego; debería solucionarse por sí solo con el tiempo. Si te resulta molesto, puedes intentar cambiar de ciudad para forzar un reinicio de la misma y ver si eso ayuda.

Los videos están bien, ya que nos facilitan ver a qué te refieres; sin embargo, los desarrolladores y el personal no revisan este canal, por lo que debes reportar los errores directamente a su centro de soporte.

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]

If you accidentally recharged to the wrong server, unfortunately the game doesn’t do transfers for data between accounts, so you’ll most likely need to do a refund from your bank/card and then redo the charge to the correct server

[high delta]

will that put my account in negative balance though?

[woven hemlock]

only if you spent the gems already or didnt receive them correctly.

negative gem balance will only affect the server that its negative on, shouldnt affect the other servers, since theyre all separate from each other / dont share data

[high delta]

could you guide me on how to refund if i make purchase from the website? I dont think it is easy to refund that

[woven hemlock]

Heartopia is very reluctant to do refunds from their side, so most likely you’ll have to do it through the bank/card that you used to make the purchase

[cloud rover]

heartopia crashes at loading screen when it reaches 100% using a laptop. help appreciated! thanks

[woven hemlock]

Help! My game keeps crashing!

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

• (if PC) make sure you have sufficient space on your cdrive, even if the game is not downloaded there, that’s where it passes information through.
• (if not PC) make sure you have sufficient space in your memory/ram.
  • 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 device has a software update
• make sure your graphics card is up to date
• try running the game as an administrator
• if you have a firewall or antivirus, try putting heartopia as an exception/on the whitelist so that it can bypass

[lethal trellis]

Is there a way I can actually talk to someone from support?

[jade wolf]

it is changing it to a different painting

[jade wolf]

also, this is happening to my friends also. The easels are placed as decorations, we know that much, but unlike before when we place a specific painting on an easle (eg, "please water my plants" in front of the garden or "please leave a like" by my mail) now it just reshuffles the paintings

[dawn briar]

where is doris?

[dusty tangle]

Yes ! So what you’ll want to do is reach out to Customer Support in-game. They deal with all issues / feedback in regards to the game itself.

For Customer Support in-game 

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

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

[dusty tangle]

Can you please ask at #gameplay-help ? Or you can search the guides here at #1435807505304518686 .

[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]

Could send it as a video to customer support to see if its intended, since it wasnt happening before

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.

[bronze pebble]

Hi! Im having some trouble with the egg hunt, my camera wont recognize the Dorthy egg so I can take a picture of it, any suggestions?

[acoustic knoll]

think its a bug, wasnt able to take a pic of it as well

[hearty pewter]

Did you use a vehicle and get on top of the lamp post?

-# Or the order machine if youre dg 35 and above

[bronze pebble]

yes , tried every potions possible

[acoustic knoll]

nah, it just doesnt register the egg, should be able to take a pic from any angle

[hearty pewter]

Switch towns

[woven hemlock]

Make sure you’re using the camera and not the birdwatching lens

[hearty pewter]

-# I still have 14 minutes until I have access to those

[bronze pebble]

I am using the camera, but thank you for that😂

[woven hemlock]

its a common mistake, so have to make sure

[hearty pewter]

Yeah, especially during the fashionwave

[sleek salmon]

why it's flying? www it's a bug or just me?

[hearty pewter]

[woven hemlock]

If you’re taking the photo while standing on the ground, you need to jump up to the same height as the Dorothee egg. Can use a vehicle to get taller and jump up to the roofing

[woven hemlock]

Theres usually a slight gap between the feet and where it touches roofs, though thats bigger than it normally is. Not really much to worry about though

[acoustic knoll]

not me being the spiderman and climbing every building available xD

[sleek salmon]

www ah I see, but little bit weird

[acoustic knoll]

they should fix that though, egg isnt supposed to be floating lol

[bronze pebble]

GOT IT! just changed towns and it worked, Thank you

[hearty pewter]

Switching towns is like the 90% fix for most issues. Its like when your IT department asks you "Did you try turning it off and on again?" Lol

[woven hemlock]

The other thing to ask when it doesnt work is then “have u tried turning (the game) off and on again”

[bronze pebble]

noted!🤣

[proud ingot]

still.toy_94756 has been warned

Reason: Posted an invite

[unreal bone]

Wait,how does the refunds work in the game?

[proud ingot]

jessica_santana777 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.

[hearty pewter]

This is only for pet costumes as seen in #announcement for the stubs adjustment

[proud ingot]

ercan6340 has been warned

Reason: Posted an invite

[delicate delta]

Hi! Were you able to resolve this? I'm having the same issue in PC whenever I use the fishing rod or bug catcher - can't aim and sometimes it freezes my character 🙁

[unreal bone]

Okay,so how does it work?

[jade wolf]

may i send the video here?

[willow mason]

Heyy guysss

[spare edge]

hi! im trying to follow the tutorial, i have to water my plants but since its raining it's not valid :( is it a bug? it wont stop raining

[woven hemlock]

The only thing sending the video here will do is show other players that the issue is happening — if you want us to look and troubleshoot whether it’s an issue from your side, thats fine, but for an actual bug report, you’ll need to send it to the support center

[woven hemlock]

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

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

To get around this, you can try:

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

[woven hemlock]

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

[woven hemlock]

If you used ticket stubs to exchange for a pet costume between January 7th and March 22nd, the game will retroactively reimburse you for the spent stubs to match with the new pet costume cost on April 4th at 11am (utc-5 timezone). This has not happened yet, and will happen in a few hours. Until then, we don’t know how the stubs will be delivered for those eligible.

For those who exchanged for a pet costume between March 22 until now that used the old pet costume price, the reimbursement will happen on April 10th, presumably using the same method

[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]

444.8 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.

[manic pilot]

I’ve tried switching towns several times now to fix the dorothee egg bug but it’s not working :/ any other tips?

[nocturne trench]

I've had the code page and the announcement page followed on my own server and after that follow the code posted itself once in there but now it does nothing again. How can I fix this?

[obtuse harness]

Why is my game like this, I hear it but I don't see it

[manic pilot]

For anyone else struggling, this worked for me:

Park a car next to the lamppost by Dorothee’s store, climb on top of the car, jump on the lamppost and take a picture from there.

[acoustic knoll]

this also works if you jump up from up the car and take a pic in the air, a little trickier but not everyone is nimble climbing stuff

[spiral turret]

Go to the hairdresser upstairs and take a picture from the window

[sour tundra]

I forgot to change my server when I purchased red hearts in the web page where can I get help with this?

[gentle folio]

The bunny statues are switched! The regular set has the blue bunny and the blue exchange set has the black bunny statue!

[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.

[wary mango]

BUG

[jolly junco]

Wow, you’ve got such a sharp eye 😄 I didn’t even notice that at first! Now I feel like I need you right here with me to help keep things in order… clearly I’d be getting everything mixed up without you 😉

[proud ingot]

1loverswifth_ has been warned

Reason: Posted an invite

[stone matrix]

Just bought it and instead of 30 days you only get 24 days?

Something's not right there.

[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.

[limpid fractal]

baboo, sadly the rainbow weather somehow not working to me. there's no "sparkling" effect on my avatar, there's no rainbow trigger everytime im collecting specially in cooking. the rainbow itself is there but its purpose is not fully functioning on my part. pls address this bug, thank you!

[crimson cargo]

The rainbow gives you a boost in foraging, it doesn’t have the same affects as rainbow bouquets

[limpid fractal]

it also not functioning 😔 im collecting fish earlier as well as mushrooms but no rainbow trigger happened

[crimson cargo]

It only works with mushrooms, sticks, wood, etc and it won’t trigger every time. It doesn’t help with hobbies and you’ll have no sparkles around you. The rainbow is not the same a a rainbow bouquet

[limpid fractal]

oh i see, but last time it worked, me and my friends are collecting various of collectables specially fish, it will trigger but rn i have been playing for 2hrs yet not a single trigger happened (set aside the fish collecting, not a single trigger happened rn while im collecting mushrooms*)

😔😔

[proud ingot]

azerty.2006 has been warned

Reason: Posted an invite

[woven hemlock]

side note, devs/staff don't look in this channel, so if you do think it is a bug, it still needs to be reported to the support center. nobody in this channel can do anything about fixing bugs in game, we can only help troubleshoot or provide temporary solutions

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]

delibenny has been warned

Reason: Posted an invite

[woven hemlock]

did you previously have a membership? the game has a feature that lets it temporarily hold unreceived rewards up to 7 days after your membership expires - if you renew the membership during that time, the unreceived rewards are counted as part of the 30 days of the next membership. presumably, you had 6 days of unreceived rewards since your last membership ended, and so they were retroactively given to you when you renewed

[woven hemlock]

can click on an item in your inventory to get rid of the pop up

[woven hemlock]

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

Help! I need to contact customer support!

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

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

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

[woven hemlock]

billing issues go to the support center, but if they arent very helpful if you accidentally recharge to the wrong server. most likely you'll need to initiate a refund with your card/bank that you paid with, and then redo the purchase to the correct server

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 follow the instructions here?

[woven hemlock]

it's a discord issue, you'll need to refollow the channels to try and trigger them again

[sour tundra]

Is their customer service 24/7?

[nocturne trench]

i already did that over and over again but still doesn't work

[uncut bramble]

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

[agile valley]

Hello, I already paid for membership but why I still cant get it?

pkyn7ez

[dusty tangle]

Hello. In-game Customer Support is not 24 / 7 . This is the message that gets posted when you submit a ticket, and it includes their business hours.

It may be a bit difficult to read so basically their hours are from 9:00 am to 9:30 pm GMT + 8 timezone.

[deft quiver]

wanted to show this, the hoodie is kind of buggy. sometimes moves back, revealing a bald spot since it's hair made to fit the hoodie. and it'll move weird during some emotes, just wanted to let it be known

[dusty tangle]

This should be reported to Customer Support in-game as they can forward this bug to the correct department to get fixed. This also happened in the past with other hairstyles and they were pretty quick to fix it. Please submit a bug report ticket.

For Customer Support in-game 

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

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

[dusty tangle]

For transaction issues, you also need to contact Customer Support in-game. They can investigate charges and transactions for you to let you know what happened and what you can do next.

For Customer Support in-game 

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

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

[deft quiver]

I did this, thank you!

[proud ingot]

iwhcjzk has been warned

Reason: Posted an invite

[obtuse harness]

It worked, thank you so much

[uncut bramble]

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

[proud ingot]

shadowmaniac. has been warned

Reason: Posted an invite

naymyo0247 has been warned

Reason: Posted an invite

[alpine turtle]

So I changed the time for day lights savings and now the game is telling me no 🧍🏼‍♀️

[proud ingot]

nightwitstajha has been warned

Reason: Posted an invite

[woven hemlock]

if you manually changed your device's time to adjust for daylight savings, please return it to automatic setting

[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.

[loud epoch]

Hi, I have tried everything I can think of and taken a bunch of pictures of Dorothee’s egg but I can’t get it to be recognized, is this a glitch or I have to keep trying?

[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.

[loud epoch]

I figured it out looking it up on Google which I don’t like doing. Really frustrating how long it took the mechanics of the shot to work.

[proud ingot]

mysticlyna3 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.

[nova quiver]

I bought the GAMG. The payment is success, my money is taken, but i dont get the membership

Well, lets see what will happen 2hr again when the timer off. I dont even know whats the timer meaning tho. As right now my guess is the membership is postponed because they want to verify my payment?

Because heres what happened:
I chose QRIS as payment method,
Then i opened my bank app to pay, it was success, but unfortunately my heartopia app is force closed.
I reopen the app, and checked my membership is just like that. (The timer shows 7days)

[rustic flare]

i am having the same issue

[uncut bramble]

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

[nova quiver]

Have you try to climb the nearest lamppost, and try to snap from there?

[lethal quarry]

Hello, I have an account problem.. so I started playing in PC using my Steam account, and now I want to bind it to my Iphone. However, when I try to bind any of my Facebook, Google, and Apple account using my PC, the browser stucks on loading and just shows white screen. I already turned off the shields of my Brave browser but the issue still persists.

[thick ocean]

DOROTHEE EGG:
Use your car to get onto the lamp! I got it!

[hearty pewter]

Remember to come to #gameplay-help for non-technical issues!

[tawdry jackal]

I cant find my meow billboard and I can't craft it 😢. Do I need to uninstall the game?

[wise bronze]

i just built a new house in blueprints and when putting it on live itst off some items just appear when I approach them its like a very slow loadinf

[faint vault]

The 2hr timer is how much longer the game is holding what your rewards would be had your membership not been interrupted. The game tells you when your membership is active and for how much longer
At this point if you’re successfully processing payment but not receiving what you paid for then it’d be best to contact customer service through in-game settings.

[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 flame]

The frostspore butterflies are missing from my inventory. I have two in vivariums but the rest are missing. How do I get them back?

[wanton trail]

Hello, I recently tried to bind all my accounts on my Heartopia on my PC and iPad when I had binded them on iPad they didn't work and started a new game so I went back to my PC to play and all my progression and purchases were gone. It started a whole new game. I panicked and messaged support but the emails aren't going through..
I got on my phone and noticed my account still existed as all my progression and cosmetics were present. I quickly copied the account ID and closed it, just in case of corruption.
I have put 105 hours into this game and $50.
I have the correct account and Google ID number for the correct account
Help me.

[uncut bramble]

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

[azure spoke]

Is it normal that I can't interact with my cat at all? I can interact with my 3 other pets, even though they keep clipping through the floor and furnitures and I wish that got fixed

I don't know how to fix that :(

[thick ocean]

Go to Solo Build. Leave immediately. All pets will be outside and wanting their pets

[azure spoke]

It worked for all of them besides that one cat 😭 it glitched it out of the map...
I think I adopted a glitched cat

I restarted the game and it fixed it, thank you for the tip! I'll do that from now on

[proud ingot]

victoriasecret_._ has been warned

Reason: Posted an invite

[rigid pond]

I wanna put my steam in this account how do I do it, says that I already have a account how do i delete it

[olive vine]

My friend can't play on her pc due to the game forcing her into auto run...? The first time this happened she was able to close it out a few times uninstall reinstall and it went back to normal but now it is completely stuck and will not let her do anything but run... and she's not the only one I've noticed this happened to others TWO MONTHS ago and they found no solutions!!! Even tried suggested fixes. Please heartopia fix your game!

[junior trout]

I wanted to know if it’s possible to refund something I bought with duplicate tickets? I got the Alice in wonderland stuff in blue and purple, but I’m quickly realizing green and pink would’ve fit my color scheme better :’)

[wise bronze]

this also happens to me idk why

[muted wadi]

Hello, how do I scan birds? I've forgotten how.

[woven hemlock]

Go to tools (the briefcase icon on the bottom right), click on the birdwatching lens (red binoculars)

[woven hemlock]

The game writes on the gacha rules that they don't do refunds for spent tickets

[muted wadi]

Thank you very much

[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

[junior trout]

darn, good to know. I tried to email for an exchange since I would’ve preferred the pink ones. I guess I can just get creative and make them work if not.

[woven hemlock]

Log in to your Steam Heartopia account via Steam log in (different from just logging in to Steam and using Google/Apple to sign in). Make sure this is the account you want to delete by checking the server to see make sure it's a different character / not the character you normally play. Then go to the support center and select Account Deletion. The process takes ~15 days

[graceful ermine]

anyone else unable to take a picture of dorothee's egg? i've gotten right up next to it even and it doesn't register.

[woven hemlock]

Most like you accidentally created a new account instead of binding them to your existing account. Log out on the device that's 'started over' and make sure you're logging in with the correct log in information. If you log in using Steam when in Heartopia, you need to select Steam to log in when you're on the other devices too - however, this isn't possible on the mobile/iPad version afaik, so you need to bind new accounts from the PC first before logging in to the game on your iPad.

[uncut bramble]

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

[woven hemlock]

Help! I can't take a picture of Dorothee's egg for the Egg Hunt!

You need to take a photo directly at it from certain angles (eg from right in front of it), you can use a car/vehicle to jump up onto the light post (jump onto the light part, not the tippy top) so that you can get high enough to take the photo, or try to take a photo while standing on your car, if you know how to manipulate the camera.

Video on how to jump up to the light post: https://discord.com/channels/1128257488375005215/1489763070929535056

[woven hemlock]

Can you double check your backpack and warehouse? Make sure you didn't sell it to Albert. May need to check the very bottom of the section, the frostpore items got displaced because the season is over

[woven flame]

Hello! I double checked both my bag and warehouse and I do not see them. I had one of each color saved and the ones in my inventory are missing.

[wanton trail]

So I play through steam on PC and was traveling and wanted it on iPad so I went on PC and binded all accounts and then went on iPad and it started a new account and mind you all my accounts use the same email and info... but how do I get back into my old account if I'm already logged in with steam. Hope that makes sense. Tyvm

[gaunt warren]

hi guys if I reinstall my game on steam, will I keep my save data?

[fluid helm]

Hello ! I don’t know where else to go for for advice/help, but I got extra charges for gem packs and I went to dispute them, and before I get bashed, I have never had a charge from them come later than the day of purchasing, so it was weird and out of place for me. And yes ik I shouldn’t have done that first, please don’t come for me, but now I’m muted til 2036 and have -1000 hearts … again, Ik I did that to myself technically, but is there a way I can get my acc back to normal without spending like $60+ to get out of the negatives ? I’ve tried emailing them and have had no luck. I wanted to come here and ask if there’s another way before I go and just pay to get out of negatives. TIA

[uncut bramble]

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

[dusty tangle]

Hello. So yes, as you know, the mute and account limitations ( ex: can’t do basic things like planting ) are a result of the refund / chargeback. You can definitely reach out to Customer Support in the game, but they will tell you that you need to get out of the negatives ( ) to gain full access of your account again. If you’re only -1,000 negative that’s around 30$ ( USD ? CAD ? ).

For Customer Support in-game 

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

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

[frail jolt]

same

[dusty tangle]

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

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

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

[woven hemlock]

Can you double check that you're logging back into the same server in Heartopia? If you normally play Heartopia on America server, for example, make sure that you're logging in to the same server on iPad. When you're on a different device, Heartopia sometimes thinks you're on a different timezone and automatically suggests you join a different server t han the one you were playing on before. You can check your server by going to the start page and selecting the globe icon to the left of the start button, and checking to see if you have any active accounts on the other servers

[gaunt warren]

Hello, my game is stuck on this odd mode and I cannot progress further. I dont want to reisntall my game because Im not sure if I linked it.

The game is stuck like this and I can hear the intro but there's no way for me to readjudt the resolution

[thick ocean]

It's been a bug since the beginning and no fix has been found.

[woven hemlock]

Theres temporary fixes

[dusty tangle]

Hello. The solution to this would be to manually change the height and width of the game. You can do this by following the steps in this screenshot ( posted by a Staff member, so it is safe to follow ).

[woven hemlock]

The pet glitches on an action, so just need to do a ‘reset’ by switching towns or going into build mode for a few seconds

[wanton trail]

I'm definitely on the America server
But I do have another account on the global but it's not logging into that one

[woven hemlock]

When you’re on the ipad, do you see all of your accounts binded? Or does it look like only one account is binded (whatever is used to log in)

[gaunt warren]

danku, that fixed it

[cinder verge]

My game won't allow me to interact with other players cats

[uncut bramble]

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

[silver nacelle]

I think there might be an issue with the gacha draw for the duke bunny outfit. I've repeatedly gotten the hair as my "unobtained exhibit."

[dusty tangle]

When this happens, please go to your home and enter solo building for a few seconds and then exit that building mode. Approach the cat(s) again and you should see interaction bubbles on top of them.

[wanton trail]

All of them are binded

[woven hemlock]

HmmmM….i wonder if its glitched and not collecting info correctly, if youre sure u have the log in correct. Try clicking repairs on the start screen?

[woven hemlock]

Do note that the game sets pity at usually 25-35 pulls per round after the initial turn

If you’re 100% sure the pity is being reset using obtained rares (the pity count on the gacha page gets reset to the next round after the repeated rare is received), send proof of your pulls to the support team, they’re the only ones who can truly look into it. You’ll need solid proof that it’s happening

Help! I need to contact customer support!

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

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

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

The “unobtained” rule isnt saying that every rare pull will be guaranteed to be one you havent gotten before, just that when you reach pity, it will guarantee something you havent gotten yet if you didnt get one by then

[woven hemlock]

Save data is saved to heartopias servers, not only to your local drive, so as long as you log in with the same credentials, you’ll be able to keep playing the same save

[woven hemlock]

Try clicking repairs on the start page, can also check your mailbox in case it was accidentallly sent there for some readon

[balmy stratus]

Hi everyone. Anyone experience this error? I logged in at 12am to 4am PHT earlier. Then went to sleep. And when I woke up at 10:30am PHT, I'm now getting this error. Do we have system maintenance? Thanks for the 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.

[woven hemlock]

Try clicking ‘repairs’ on the start screen in case its a matter of corrupted files; if that doesnt work, 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

[wanton trail]

I did that too and nothing 🙁
What if I were to Uninstall and reinstall?

Also my phone is the only place that doesn't have all the binded accounts, it's just binded to google and has the right account

[wheat shuttle]

Can someone help me fix the issue I’m having with my game. I am trying to put the new labyrinth wallpaper on my walls and it’s not putting it on the blank wall

It keeps saying can’t repeat and nothing is going on the wall

[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.

[hardy steppe]

I messed up making my building
I didnt have enough winter materials to make more winter awnings
If I remove them do I get the materials back?????😭

[wheat shuttle]

Yes if you remove them you get your materials back!

[hardy steppe]

Omg tysm!

[lime needle]

I recently got my popcorn bucket cart from the new update and I can't find it in my backpack it's not there at all I even went to my build mode to see if it was there and it's not there either

[runic blade]

Did you learn the recipe? It will show in bottom of Workbench

[runic blade]

Try repair at main menu, also can try changing town. Second report i see that new wallpaper appear invisible. You might need to do a bug report

[cosmic scaffold]

Dorothee egg i cant take a picture of it on top of the house please help me.

[runic blade]

Put car next to light pole and climb on pole

[cosmic scaffold]

Uh alr thanks

Like I did that but like why would they put the egg in a hard place for a photo I cant take it

[covert orchid]

anyone else not able to buy from the weekly selection?

[runic blade]

You need to jump twice, once on pole then way on top of pole. And i agree they really made that one a struggle

[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]

Try to change town and click the price itself to buy

[cosmic scaffold]

OML I just got it 😭😭😭😭 thanks

[harsh basin]

Fix it. I didn’t spend $200 to get all 3 cats for them to NOT work with the shawls. -.-

[somber hazel]

you can contact customer for that and give feedback

[hearty pewter]

And be mindful of their response times

[ornate wraith]

guys my friend recieve supreme festival pack as a gift but she cant use it bcause she already own basic pay festival pack..how can she used it ??? someone can help ??? any admin 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.

[hearty pewter]

No devs in this server, its a community discord.

However, she can save that for the next festival but she needs the upgrade voucher to go from basic to premium

[ornate wraith]

so she can save the voucher for next pass ? are u sure ?

[hearty pewter]

Thats what Support has told players about the fashionwave pass that they have

[ornate wraith]

for future pass she can use it for same value ? or just basic pass ?

[hearty pewter]

Same value

But if its the basic, only the upgrade can make it premium

[ornate wraith]

ok thank you i will inform this to my friend..she worried she cant use it

[hearty pewter]

No worries! If anything, she can always contact the support center herself too!

Where to contact support center

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

Main login:
Settings, support center, headphones

[proud ingot]

ixjor 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.

[neon zodiac]

Why does my game lags so much? I've lost a lot of ingredients because of this.

[uncut bramble]

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

[little igloo]

Hello, I purchased a fridge and kitchen cabinets but I can't seem to find them anywhere. I looked through my inventory and warehouse, and crafting thing but I can't find them 😕

[zenith tide]

Recharge issue. Payment was deducted, used Google pay, but Ididn't receive the recharge

[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.

[humble leaf]

Hello super festival pack issue money was taken but I did not obtain the super festival pack in my account

[nova sorrel]

I've had this problem for a week now.

[proper rapids]

iPhone13 with enough storage space is heating up way too fast. Even on Low Graphics setting. Besides, Because, in China i must use VPN to play t their own game ?!?

[past sail]

Anyone aware of how to optimise game performance for pc version?
I have r5 2600 and gtx1660 super
Like i feel that it should be capable of 144 fps no issue, but uhh…
Lmk of any hidden setting or feature

[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.

[little igloo]

Tbh playing in an iPhone is so badddd and I'm in iphone 14 and it keeps lagging, I play in a samsung tab and works so good

[atomic wadi]

has anyone else experienced a bug where you put an insect in the forestbell tv and switch to a different blueprint and suddenly you dont have that bug anymore? Its not in the mail, not in the warehouse, not in inventory. I just lost two of my 5 star frostspore butterflies because of this ): lost one this morning and still havent gotten it back and just lost another to the same bug.

[lavish oasis]

Isthis wher ei report a bug

i take out fishin pole and i cant move and cant aim. also the POV is on the top sadly :((

[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.

[crimson cargo]

You can contact support to report a bug using this method!

[grizzled panther]

i got stuck and glitch in here after the person i wanted to go in there ride left the twon i restarted the game a couple time i keep getting glitch in same areaz`

[grizzled panther]

Got it fix

[drowsy hollow]

I cannot get joans egg to register with camera, anyone else having this issue?

[foggy axle]

What is anomoly L99? 😟

[crimson cargo]

Stand on your car and take a picture, should work

[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.

[crimson bane]

When I open the app it gets to 9% loaded and doesn't load anymore

[elfin spear]

The load capacity is only 35.0000 is really low. Is there any chance to make it to 50.0000

[proud ingot]

cyber_darliing has been warned

Reason: Posted an invite

[foggy axle]

Is this something I should be worried about? 😟

[crimson kelp]

I haven’t played in a lil over a month and just logged in but I’m negative on these? How does that happen and what do I do?

[frank drum]

COOKING GUIDE BEST RECIPES FOR THE HIGHEST MONEY each lvl :3 included higher ones :3 !
https://discord.com/channels/1128257488375005215/1487767828277760030

PET GUIDE EVERYTHING ABOUT YOUR PETS AND THEIR WELLBEEINGS (feeding traits how to handle the traits and and and)
https://discord.com/channels/1128257488375005215/1487776906719006740

[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]

Did anyone get back to you about this?

[gusty matrix]

Hello, I have found Dorothy’s egg, and taken a picture of it a few times, but it’s not registering that it’s found at all. I even tried closing the game and relaunching.

[crimson cargo]

Video on how to get picture of Dorothee egg!
#1489763070929535056 message
-# ~🪶

[visual marten]

Is there a way to get rid of all animals in your house?

[crimson kelp]

I now can’t place anything in my house because my heart balance is negative? I tried uninstalling and reinstalling and still negative. Ugh.

[crimson cargo]

Did you ask for a refund on hearts you already spent? That’s what happens

[crimson kelp]

Nope

I don’t have anything in email/app store saying that I did…and I feel like I would remember that 😩

[crimson cargo]

Then I recommending contacting support

[crimson kelp]

thank you!

[crimson cargo]

You can board your pets at Mrs. Joan’s pet shop. You get five boarding slots. Other than that, no

[visual marten]

Thank you very much!

[uncut bramble]

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

[wet adder]

you're too far away, that's the reason. Try jump on the lamp post opposite her shop and capture the photo

[umbral coral]

@hazy bluff

[hazy bluff]

It says I can’t change my device’s time while playing the game. Please set it back to normal before entering. Help, I can’t get into the game. Is anyone else having this problem? What should I do to fix it?”

[slate lantern]

Are u using pc? Can u check if ur device time is set in sync?

[hazy bluff]

Where does it look? I can't enter the game, enter the settings.

[slate lantern]

In ur windows settings, not the game settings

[hazy bluff]

No, we can log in, but we just can't enter the game.

[graceful marsh]

Check your Windows Time sync

[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.

[hazy bluff]

Thank you, but we still can't get in.

[tidal gust]

Hi how can I start the game completely over new everything

[steep pasture]

Good evening can you optimize the game everytime you update the game? The game is so laggy im using ios/phone 🙁 you know we love heartopia just please fix the laggy issue 🙁

[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.

[rugged wasp]

have they fixed apple pay for mobile players?

[proud ingot]

savalon8164 has been warned

Reason: Posted an invite

[gilded obsidian]

can anyone help me with the information how to unlink a facebook account in heartopia?

[wheat pasture]

I'm having an issue where I bought the movie event foods a while ago, and now I need them for a quest, but I have never had the ability to cook them. I looked back in the cooking store and I can confirm that I have bought them, but they do not show up as something I can make.

[glacial python]

you need to use the popcorn cart instead of stove

[wheat pasture]

oh!! whoops! thank you

[gilded obsidian]

anyone.. please..

[proud ingot]

jasper_118 has been warned

Reason: Posted an invite

[severe dust]

Hi, how do you remove notes on the friend list

[sharp mortar]

Can i get the egg locations

[proud ingot]

not.kik1 has been warned

Reason: Posted an invite

[woven hemlock]

#gameplay-help

[proud ingot]

ahnon9688 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]

danzhuyosh has been warned

Reason: Posted an invite

[proud ingot]

vivi251 has been warned

Reason: Posted an invite

vivi251 has been warned

Reason: Posted an invite

[twilit rampart]

how do i contact support? heartopia won't finish downloading on my laptop

[proud ingot]

xaxaaaaa4628 has been warned

Reason: Posted an invite

[stoic niche]

having issues with getting the spirit bunny pompoms., I know you get them randomly but I have been playing almost all day and joining the events from Naniwa and the rest but I haven't gotten any of the pompoms since this morning (SEA SERVER) my current spirit bunny pompoms is at 125.

[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.

[quasi forge]

Is heart topia compatible with controllers?

[hearty pewter]

No controller support
-# yet, might be in the future

[hearty pewter]

You need to contact customer support to unbind accounts

Where to contact support center

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

Main login:
Settings, support center, headphones

[gilded obsidian]

Thanks a lot sir!! ♥︎

[uncut bramble]

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

[lunar bluff]

Guys is building mode bugged rn it keep having problems with saving what i build

[proper fox]

my house is also bugged for no reason both sides of it is missing along with the furniture i used & cant edit my house at all

it literally says go inside ur house whenever i try to do smth to it when im INSIDE

[lunar bluff]

i have no clue thats so weird u could try restarting ur game

u prob shouldnt send it in a public place ur order id is shown

[proper fox]

try reopening the game or trying to purchase skmething but canceling that usuallyworks for me

[proper fox]

i tried that alr along w resetting my position literally notbing works

[lunar bluff]

thats so weird

[proper fox]

i iist reopened the game and my ENTIRE house is missing and no pets in sight

[lunar bluff]

WHAT

[lunar bluff]

i restarted mine and i can build again and everything is fine maybe u shouldve tried saving as a blueprint or smtth? i honestly have no clue </3

[proper fox]

bro im gonna start going into peoples houses

[proper fox]

i already have a blueprint bro i js logged in to feed my pets and i was met with only the front of my house now its completely gone bro

[lunar bluff]

i feel so bad for u if u need help i can help u rebuild a house once our friendship thing goes up ! i think im a pretty oki builder

[proper fox]

now its showing me someone elses house im starting to wuesrion if its just taking me to the wrong place lemme see

YEA I WAS RIGHT I FOUND MY HOUSE

[woven hemlock]

if you already joined the game today and then exited, when you rejoin, it will sometimes drop you off into the same spot but in a different town. this is why we tell people to switch towns manually insteaad of rejoining the game, as otherwise the game will put you back with the same glitch/bugs you had before

essentially its letting you pick up where you left off

[kind night]

Is there any way to stop stuttering in game? I have a 12700 series Intel Processor and RTX 3080 GPU running 2560x1440. Game is running from HDD and sometimes when travelling throughout the game it will stutter and just about crash before returning back to normal.

[warm peak]

i turned my graphics to potato because i was so bothered by the stuttering
now it looks bad but at least its smooth
the game is just not well optimized

maybe one day they will work on that but for now, turning graphics down is all you can do i think

[kind night]

Thanks. 🙂‍↕️

[uncut bramble]

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

[quiet igloo]

im not sure where to post this cause i dont see a bug report channel i can post in but blanc's egg is invisible (NA Server)

[lunar bluff]

https://discord.com/channels/1128257488375005215/1457193487354302577

[quiet igloo]

im not allowed to post in that channel

[lunar bluff]

ohh its oki ! <3

[quick night]

I bought the winter pass and I own a penguin bubble chat and a popcorn chat this season but when I go to edit skin I don’t see any, why

[exotic olive]

I am having issues trying to buy into the game so i can do the gacha thing, the tab button is not there, been that way 3 days now. I have money in my steam account just cant move it into the game, can anyone help me please.

[warm peak]

its a sign

[exotic olive]

lol of the dont spend money one? i am starting to think that

[warm peak]

exactly
but in all seriousness, i also dont know
last update they accidentally removed the button to undo clothing in dorothees store
but i feel like they would be quicker fixing something that prevents people from spending money so idk what could be the issue in your case

[exotic olive]

i do know sense update it is very hard for me to even log in it says 2 different errors and when it finelly lets me in it acts as if the servers are full or something and its really laggy at times. but i havent been able to purches anything either sense the update. so no gacha or anything new for me i guess. trying to find the contanct support like it says there is no where to be found so i have to come in here to ask. also when i do get to get in im to scared to log out i wont get back in so i have to idel most the time to go do what i have to do lol bad of me to do that i know

[woven hemlock]

Try switching towns to see if its just a visual glitch

@lunar bluff
devs/staff don't look in this channel/server, 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.

[kind sphinx]

anybody know if this issue will be fixed¿ or if there's a way to fix it¿ i haven't been able to play for almost a week

[woven hemlock]

If youre building for long periods of time, the game can lose connection with the network and become desynced with your build progress, its good to manually click the save button every so often

[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

[woven hemlock]

Cant unbind an account

[hearty pewter]

Thats right. Almost forgot about that message from CS

[woven hemlock]

Pompoms are can be triggered not just from naniwa’s event, its from miscellaneous actions, can see above for what does/doesnt get you pompoms

[woven hemlock]

What sort of error do you get when you try to download? Cant reach their support center if youre not logged in to heartopia unfortunately

[woven hemlock]

Dont think you can remove a note

[woven hemlock]

Cant unlink an account

[woven hemlock]

Whats the issue youre having?

[woven hemlock]

• can pick a different server to start a new character
• delete your account (takes 15 days) and remake it once the process is complete
• log out of your heartopia account and use a different method (eg a different email) to create a new account

[uncut bramble]

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

[woven hemlock]

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

[hearty estuary]

Hat items showing in Dress-Up menu but not on character in-game being played

[woven hemlock]

Please send these to #gameplay-help not here, I asked you before too 😭 this channel is for technical help like bugs

Not a place to advertise your game guides

[woven hemlock]

Did anyone gift you a membership? Thats the only explanation i can think of for why your passes are also negative

[rugged wasp]

When I go to buy something it doesn’t register it

[woven hemlock]

One of their error messages, try again. If you’re still getting the same error, try clicking repairs on the start screen; can also try the below:

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

[woven hemlock]

Do you get an error message? Or it just doesnt react at all?

[woven hemlock]

There’s an invisible cat on your head taking up the hat slot, switch towns a few times to force it off

[woven hemlock]

Not possible in game right now, also many players experience lag when near houses that reach load limit you can suggest it to the game devs using 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! 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

[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

[woven hemlock]

Have you tried putting a different bug and seeing if the same thing happens?

[woven hemlock]

I play on iphone and have no issues tbh, the game is just poorly optimized

[little igloo]

True ig

[woven hemlock]

Try lowering graphics settings to medium/low and/or turn on memory optimization

[full furnace]

The game is so incredibly bugging for me. Everythings lagging and freezes sometimes. It feels like im playing on 1 fps and im already on the lowest settings. Playing on a toaster would work better but im on iphone 14 pro max. What am i doing wrong

[atomic wadi]

With bugs other than frostspore butterflies? I havent but its happened two different times with the frostspore ones

[little igloo]

tbh this game works better in android devices than ios, my niece played it an older android and it played smoothly

Or maybe lower ur graphics

[full furnace]

But a friend of mine has an iphone 15 and It’s working perfectly fine. And grafics are on the lowest

[little igloo]

Maybe storage issue?

[full furnace]

Have 30Gb free still so most likely no

[woven hemlock]

Make sure theres enough airflow around your device, if youre playing in a heated room, that can also cause your device to heat up while playing

The chinese server for heartopia is a completely separate game than the international version here (was released there ~a year before international release), if you live/are registered in china, can search for it. The game’s optimization isnt good in general, but once you log in using VPN, should be able to switch back to your normal network after getting into the game. If it disconnects you immediately, its probably an issue with the game’s connection to the network, can report it to their support center

[rugged wasp]

It gets an error and contact support last time I tried. They said to try to use anything else but Apple Pay but that’s all I got

[little igloo]

I have the same issue as u it lags so bad in iphone 14 so I play it in my android tablet

[woven hemlock]

Have you tried turning on memory optimization mode in the settings to see if that helps?

[woven hemlock]

Yes, with non-frostpore butterflies

[hearty estuary]

The heck is with the invisible cats lately? Fixed it by the way. Thank you.

[full furnace]

That helped alot thank you

[woven hemlock]

started after they adjusted pet behavior a few updates ago now the cats wont leave our heads alone

?? @spring plinth @dusty cloud some sort of spam is here

oh it disappeared

ty whoever deleted it right as i hit enter

[spring plinth]

Thank you!

[kind sphinx]

i just used a vpn and could finally get in the game! tysm! quick question, will i have to do this everytime i want to start the game?

[uncut bramble]

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

[dusky knoll]

I can't use the craft bench on my private island anyone know anything about that

[uncut bramble]

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

[crimson cargo]

You cannot use crafting benches or stoves on the island

[dusky knoll]

Ok thanks for telling me

[woven flame]

I just repaired the game. No luck 🥲

[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 dirge]

I play on mobile, and my account is linked to Apple. Lately, I’ve been trying to play on Windows, but even after logging in with my Apple acc., it takes me to the beginner character customization screen instead of my progress in the game. How do I fix this?

[uncut bramble]

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

[white warren]

@woven hemlock @hearty pewter hi !
I'm checking in again, just like last week.

Any connection issues in particular? 🩷

[hearty pewter]

Nothing that ive seen, but I havent been on much today

[white warren]

Okay thank you Jarhead

[upper ibex]

roller coasters are SO glitchy. I need this system reworked stat

My roller coaster car completely disappeared for me, it glitches out halfway through the course randomly

[stark lantern]

Are the devs seeing this chat? I need to talk to one of them privately about something if they are.

[crimson cargo]

No, but you can contact customer support!

[stark lantern]

Thank you!

[uncut bramble]

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

[woven hemlock]

there was one day this week where a lot of people had connection issues all around the 6 - 8 hour timespan, but i wasn't online at the time, just saw it afterwards. i'm not sure if the network troubleshooting worked for all of them. i saw theories it was a regional issue again, but there werent any complaints about being unable to connect even after trying troubleshooting, so i think it was just a blip with heartopia's connection. otherwise, nothing significant that i've noticed

[white warren]

Okay noted, thank you Fallingwish for your cooperation , its appreciated 🩷

[woven hemlock]

hopefully not every time, but the game isnt optimized well, so if you’re having trouble getting in, vpn has been a reliable way to log in. Once you’re in, you should be able to switch back to your regular wifi/etc without issue

[woven hemlock]

Island is only for decoration, most functional/hobby items dont work there (eg cant fish, cant grow crops, etc)

[dusky knoll]

Ok

[pseudo venture]

Just wanted to see if maybe I could get any updates on this problem? I've been trying to work with customer support, but they marked my ticket as "resolved" even though I'm still having the issue.

[uncut bramble]

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

[alpine gulch]

have you tried bind your account to google too?

[wanton dirge]

i tried logging in through Google, and it fixed it. thanks for replying

[woven hemlock]

did you put them in any terrariums recently? or was it you went to put them in a terrarium and they didnt show anymore?

[woven hemlock]

Try switching towns to see if it happens again, if it happens again, can report it as a bug 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.

[silver pollen]

I bought the cake roll recipe from Doris yesterday and I don’t see it in my recipe inventory

[woven hemlock]

what did they say before marking as resolved?

[woven hemlock]

did you click ‘learn’ in time? Check your backpack, warehouse, and mailbox for an unlearned recipe.

Also make sure you’re looking in the regular stove, not the popcorn machine stove

[silver pollen]

Found it ty

[woven flame]

I went to put them in a terrarium and they werent there anymore

[woven hemlock]

There was someone else earlier who said they put frostpore butterflies in their terrarium and they disappeared, i think its worth reporting to their customer service about in case its 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.

[stoic niche]

Hello! yes I am aware that it's from miscellaneous actions, what I meant was that I am not getting any of it regardless of what actions I do. Also if eve the pompoms reach 800 does it reset?

[woven hemlock]

Based on the post, the 800 doesnt reset, only the 50 daily. Did you spend your pompoms already? Or you’ve only been able to earn 125 and it stopped triggering after that?

[wet adder]

Did you check if you reach 800/800? You can see the total pom pom you obtained from the event UI page for Revival Hymn

[stoic niche]

I think I got my answer @woven hemlock @wet adder and it's sad that I did not know that the pompoms wont reset once you reach 800/800 T_T but thank you for the help!! appreciate 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.

[pseudo venture]

Last we talked they asked my player ID, my model, and for my game logs. After sending those over they said "Thank you for your reply. We will report again to the team for investigation." That was yesterday I just saw that they marked it as resolved a little while ago today

[woven hemlock]

It’s possible that they are fixing it on their end, since they marked it as resolved, unfortunately the people in this channel are not game staff so we don’t have much of an update for you either if our regular troubleshooting don’t work for you still

[pseudo venture]

Oh! That's okay, thank you for your help! Hopefully it'll work out :)

[shadow seal]

Just a question is it allowed to use a Midi kontroller to play piano ?

[woven hemlock]

The game is not controller supported, so you will likely face a lot of bugs. I wouldnt recommend it

[shadow seal]

Yea but im thinking of a 3rd party program that makes the piano tiles into keyboard presse, is it allowed or is that a reason to be banned ? I wanna try but im scared of getting banned, but it whould help with playing the piano

[woven hemlock]

3rd party programs that write and play the music for you are not allowed by the game and can get you banned

The game is very sensitive about third party programs in general that auto-tap/etc, so i would avoid it

[shadow seal]

But it whould be me still playing :/

[woven hemlock]

¯_(ツ)_/¯

[shadow seal]

Ahh i see thx anyways then

[woven hemlock]

We are not game staff, nor are we developers, unfortunately if you want a solid confirmation, you’ll need to ask their customer service

[shadow seal]

Oh okey hehe , thx sry for the inconvinience

[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

[dim pivot]

Does anybody have this issue lately have get the same stuff in the shop.???

[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 moat]

why does the game white screen when it loads up and it gets stuck

[wise path]

I keep having this issue sporadically, a cd (usually the one I last had in the cd player) will become glitched and I cant play it for a bit. I’m not sure what triggers/causes it. Even when I switch towns it’ll remain the same. And when I click on the cd it always looks the same everytime it glitches no matter the cd, as pictured.

[woven hemlock]

we suspect this happens when the creator of the cd was caught using third-party programs to make it and the cd was removed by devs, not sure though. can contact the support center if you want to ask for confirmation

[woven hemlock]

pc?

[woven hemlock]

shops are rng, its possible to get the same items again week to week if you're talking about the furniture sets

[wise path]

I’m on mobile - not sure about the creators of CDs. But the glitched CDs always end up working again eventually just takes some time - haven’t had one fully disappear on me yet - I’ll try to reach out to support, Ty !!!

[uncut bramble]

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

[near parrot]

Is the servers being worked on? I'm stuck on the login page with a constant login timeout

[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

[young hawk]

hi! i’d like to report a bug with cds

i noticed that when i place a cd in my tape recorder, it doesn’t play and the display looks incorrect. however, when i check the same cd in my backpack, it shows a completely different music

this seems like a bug since the cd content changes depending on where i view it. i’ve already tried checking multiple times and the issue is still there

hope this can be fixed soon. thank you!

[uncut bramble]

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

[mortal sparrow]

bug, cannot walk and move, i bugged in boat and like, i cannot do anything atp. i restarted the game twice.

[woven hemlock]

to get out of that spot: go to watch, click 'reset position'
to fix not walking/moving:

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

[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.

[vivid stump]

is this a known issue or something on my end? I have collected four items of the set yet I cannot collect the wishing star reward

[woven hemlock]

are you sure you didn't collect them already?

[vivid stump]

I don’t believe so, I only got the shoes today and went to check the collections to see if I had made enough progress for some rewards

[woven hemlock]

try switching towns in case it's a delay on the game's part

[vivid stump]

okay, thank you! I’ll try rn

that worked, I’ve never had that happen before so I super confused
thank you so much

[violet gazelle]

Why does it happen often that I can’t interact with my cat?

[woven hemlock]

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

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

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

[uncut 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.

[charred tulip]

Hello I have issue that i top up for my Heartopia Account but the Heart Diamond never come to my character. The payment is success but the Heart Diamond till now not yet arrive. . . Yesterday i was bought too but its instantly arrive on my character but different today i bought it never come. . . Is there any purchase history or log that i can see on the website ?

[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.

[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

[charred tulip]

i send ticket already where to check it already reply or not ?

[woven hemlock]

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").

[charred tulip]

Thankyou. . . I wish i get my heart diamond from top up 🙂

[woven hemlock]

hope you get them soon, the people here are players like yourself so we can only give suggestions on things to look out for and hope for the best 🙏

[hazy bluff]

Where do you sync the game?

[uncut bramble]

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

[woven hemlock]

it should be a page in your device's settings. not sure what device you play on (pc/tablet/mobile/etc). on apple devices, it's in system settings >> general >> date and time

[hazy bluff]

iPad

[woven hemlock]

ipad should be the same as what i have listed

[hazy bluff]

Thanks

[river flicker]

These keep coming up when I try to enter the game does anyone know what these is ? Or how to fix it ?

[woven hemlock]

can you try the things listed here and see if they work?

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

are you trying to join a specific town, or just joining a random town?

[river flicker]

Sure

[river flicker]

A random town

[woven hemlock]

ty, trying to collect data on what causes this error message

[river flicker]

I did just have a power outage a couple of times ago and no problem

[serene shadow]

This appeared in game but when i drive to it, it goes out of the world completely. It also does not appear on the map just when im playing. I've logged out multiple times and closed the app but it's still there

[river flicker]

It’s not letting join the town at all it keeps saying that message and it was working fine earlier today so I’m not sure why these happening

[hallow girder]

Hello; how is it possible i missing some items? I looked in old blueprints and i really had the item. i dint sell them but they are not in my pocket or in my storage.

[river flicker]

I had to forget my WiFi and reconnect it’s working now thx

[woven hemlock]

Thats good to know, thank you so much!

[woven hemlock]

Can you first try switching towns, not just restarting the app? Go to the watch >> settings >> go back to login. Then on the login page, click the windmill icon and select a town to join, either from the friends list or the all towns list.

[woven hemlock]

What items are you missing?

The people in this channel are players like yourself, not game staff or devs, so we can only help troubleshoot

[woven hemlock]

Can you double check your mailbox in case they were sent there when you switched blueprint at some point?

If you’ve ever had the quests where an NPC asks for a piece of furniture, did you ever give these to the NPC?

[hallow girder]

They are not in my maillbox (and mailbox is also not full) and i dont gave them to NPC.

[river flicker]

Your welcome 🤗

[hallow girder]

but good suggestions; maybe i should make a ticket for it to see if its a bug or i did something wrong

[uncut bramble]

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

[manic rivet]

What are the safety features in this game for kids. My 12 yo niece was talking to a 28 yo...even though it seemed innocent my sis and I think it's something they needs to be address

[rugged latch]

don’t you need to add a person before being able to talk/interact with them directly (?)

i think its a safety feature itself in my opinion

[manic rivet]

Never played the game. Only thing I know I that my sis called me up and told that my niece was talking to an adult. She's only been playing it for a couple of days luckily. But still...less than a week and she's already getting attention from an adult

[rugged latch]

ohh i see,

so basically the only ways to directly interact/chat with another person is by either adding them as a friend or by using an in game item, otherwise your chats will show up censored to the other person. The game also doesn’t show your in-game name to other people that aren’t friends with you and only shows the title so if your niece have been talking to a 28 year old for a couple of days, it means that she might have added the person

[serene shadow]

helloo i switched towns and i still have the issue

[manic rivet]

Hmmmm....okay...well I'll be seeking legal advice about this matter. Have a nice 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.

[mint mist]

Hello all. I have no idea if I am asking in the correct channel ( I was advised to ask here). I am sorry if thats not the one but I need some help with account linking / binding. How on Earth do I bind my Steam account with mobile? When I try on Steam it says the google account is successfully linked to get back to the game, but on the lithe pop up window the bind button does not dissapear... Then when I open the game on my mobile device (Android) and try to bind my google account with Steam says it failed as the acount is already linked. However the bind button still does not dissapear. When i enter the game it is new game save, it is not the save from Steam. Please help. 🥺

[proud ingot]

daxy127 has been warned

Reason: Posted an invite

[hearty pewter]

I will say, there is a policy in place. Would highly recommend your sister read over the policy.

Its highly possible that your niece hit accept without reading that "a parent or guardian must read and accept the terms."

-# Oh, they left the server.

[uncut bramble]

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

[serene shadow]

Hellooo follow up on this issue T_T. I restarted the game and visited other towns, the issue still stands. I thought it was a mobile glitch but its still there even when i access it through my pc

[hearty pewter]

Did you try the repair button?

[serene shadow]

just tried it out rn but no luck

[hearty pewter]

If switching towns and repair didnt work, contact in in-game support and send any photos and videos as proof and list, in detail the steps you have taken.

Where to contact support center

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

Main login:
Settings, support center, headphones

[serene shadow]

thank you!

[uncut bramble]

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

[digital basin]

…parental supervision.

[uncut bramble]

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

[uncut 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.

[trim trout]

can i make diagonal walls in buildmode?

[dim pivot]

Hi sorry but i'm level 43 i have not get order ticket 🎫 can somebody explain

[humble leaf]

Hello I purchased the super festival pack and yet have not gotten the items

[hearty pewter]

Order machine Tickets

First one is when you reach DG 35. Once you complete the related quest, you are rewarded a second ticket. All subsequent tickets are gained from chance via the surprise gacha eggs from resident requests.

[tight flint]

I sent in a support ticket to customer service regarding this via in game, but would like more feedback from here

I topped up about 60 days of the GAMG Formal Membership. If not more.

Friend gifted me in game ANOTHER 30 days of this exact membership.

My GAMG Formal Membership status has now been reset. It shows I now have 28 days left of membership, when I previously had around 57 days.

• I will be disputing these charges since I did not receive what I paid for / it was stolen from me if this is not resolved soon.

[faint vault]

@spring plinth it's back

[spring plinth]

Thank you

[dim pivot]

Yes I now sorry but we have been unlucky lately. With the tickets. We seem not to get anything. Still 0. Could it be a glitch in the game.

[crimson cargo]

It’s a very low chance, not a glitch

[hearty pewter]

Its 100% rng. Just like the rest of the gacha

[faint vault]

They're extremely rare

[dim pivot]

Mmmm okay. Sorry But what about the store got the same thing to. i'm really unlucky But yeah I understand. But I'll keep you posted to my feedback. 😔.

[topaz burrow]

Hello, so I installed heartopia in my laptop using TapTap app but when I signed in with my account (google) nothing happens 🥲

[pastel hill]

can't move, can't jump, can't text, can't see text. I jumped servers, same thing.

[hearty pewter]

Try watch and reset position

Your map is showing you as in town square

[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.

[true dagger]

Please fix/ help I always go to fish and get stuck cannot move jump anything. Friends move me round Island I still cannot move Its very disheartning that I want to do events and cannot because I freeze up Resetting positions etc Never helps been going on since late MLP / to now I have troed tje reset position and have had friends hold hands round town still stuck. It takes me completely logging out repair and log back 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.

[true dagger]

Also Ive noticed getting my net out on first try of catch it holds a long catch and goes the opposite direction of my intended path. Any input is welcome

[faint vault]

Are you on PC? If so, do you have a controller connected? This usually causes that issue

[true dagger]

it happens on my steam deck and pc and no controller

[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

[woven hemlock]

The game is unfortunately not optimized for steam deck, so you will also get these errors when playing there

@spring plinth @dusty cloud mr beast is back

[woven hemlock]

Are you trying to sign in via browser, but then the game doesn’t show you as signed in?

[true dagger]

No headphones plugged in (I use a usb plug one) and its unplugged unless in use. Mouse is a Razer Keyboard is an Ako Kuromi board if helps . Only Bluetooth when im playing on PC thats near is my hearing aids so I know thats not a conflict Good to know on Steamdeck part ty. I can try the other input to see if helps also my PC is older * could that be anything to do so with bugs ? No rush on reply I mod on a server so I know how it can be ty for yalls work

[woven hemlock]

Unfortunately the people here are players like yourself, not game staff or devs, so there isn’t much we can do about these sorts of errors. You’ll need to continue communicating with the game regarding them

[woven hemlock]

The keyboard may be the issue if you’re 100% sure you don’t have anything else connected. A lot of other players have had trouble with gaming keyboards since the game is really sensitive to anything that counts as a controller, so I’d recommend unplugging it and then rebooting the game to see if it fixes the issue. If it does, you can follow that section of the troubleshooting I sent earlier and it should resolve the bugs, and you’ll be able to use the keyboard while playing again

[true dagger]

idk if mine qualifys as a gaming keyboard its just a fancy Kuromi themed one. However, I will definatly look into trying the sujestions you have given

[topaz burrow]

Yes2

[woven hemlock]

It sounds like you may have accidentally created a new account using the Google login instead of binding it to the Steam account. I think what happened is that it didn’t save your bind when on Steam — when you tried binding it, did you try to log in via browser, but when it redirected you back to Steam, it showed as not connected still? This can happen because the browser wasn’t able to communicate with Steam if you have, for example, popups disabled on the browser

If you’re trying to play right away on mobile, I’d suggest trying to link a different non-Google account for now to the Steam game, and check the tips below to make sure it’s bound:

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

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

Regarding the new account that was created using the Google signin, you can delete that account (make sure that it’s the one you want to delete before initiating the process). The deletion process takes 15days, but after it’s successfully deleted, you’ll be able to go back to your Steam account and bind the Google signin to it using the steps above

[woven hemlock]

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

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

[runic moat]

yes and it seems laggy when it does load in

[woven hemlock]

For next time you get a white screen:

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

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

And can check this for the lag:

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.
• Also in graphics settings, try turning on memory optimization

[grim condor]

is there a connect to steam option for the pc version?

[uncut bramble]

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

[topaz burrow]

Nothing works but thank you for your help either way ^^

[woven hemlock]

Do you mean through taptap? Both steam and taptap count as the pc versions

[grim condor]

I don’t know what taptap is honestly, i’m asking for a friend because they’d like to download it but don’t want to sign up with their email. apologies if that’s confusing

[woven hemlock]

No worries, I think I get what you’re asking. Yes, the game is available to play through Steam, and you’ll be able to sign in using a Steam login as well. If your friend wants to play on other devices though in the future (for example on mobile) they will likely need to bind an additional login method, such as Google or Facebook, in order to sign in there

Does that answer your question?

TapTap is Heartopia’s official third party launcher, it’s similar to how you can use Steam to play games as well

[grim condor]

Yes that answers all of it! thank you sm!

[wooden ocean]

When I logged back on after the last server update, I lost my game everything was gone. And it started a new game. After trying unsuccessfully to get my game back, I decided to just start again. The thing that annoys me is, I paid for pink diamonds and I paid the highest level of Movie festival, I have none of the stuff. I lost all my Penguin stuff which I won't be able to get again, and all of my friends. I sent an email but have not received any reply. I tried reporting via support but couldn't get past the code thing, maybe due to translating I am not sure. I am only asking for what I paid for, is it possible. Thank you Lori.

[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.

[fading pebble]

Just completed Princess Stella task. The information for my pets does not work for food. Only pats sometimes that doesn't work.

[woven hemlock]

The notification when feeding your pet their favorite food isn’t 100% guaranteed to appear, according to the customer support this is intentional. It will still progress any quests or achievements related to a pet’s favorite food

[hasty helm]

Hello. I was transferring my data to another phone until my data was lost because someone in my household decided to yank the phone away and now my phone is missing some data. Now I don’t have access to my phone account anymore and I was wondering if I can retrieve it back? It’s not allowing me to log into Heartopia anymore.

[quiet pewter]

Welp. I bought some diamonds and was charged for it and never got them, wth.

[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 valve]

Hello, today I found out my account got a refund? I didn’t ask for a refund or called for one. Now my account it’s inactive and can’t chat

Would you like to assist me please?

[woven hemlock]

devs/staff don't look in this channel, so for billing issues, you will need to contact their support center. Have you ever been gifted anything in-game by someone else? If they initiated a refund, your account is the one impacted, since that’s where the items were delivered originally. if you share your card/bank with someone else, can check with them to see if they initiated a refund for the purchase by accident

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]

devs/staff don't look in this channel, so you will need to contact their support center regarding billing issues. If you want help with troubleshooting, I’m adding that below

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! 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

[woven hemlock]

What did you use to log in on Heartopia before? (Apple, Google, Facebook, etc)

[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:

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.

[hasty helm]

Apple

[woven hemlock]

Do you still have access to your old Apple account on the new device?

Not the Heartopia account, but the Apple account itself

[icy parcel]

when are stubs compensation going to be distributed because i read there will be compensation sent on april 4th but didnt get anything

[hasty helm]

No. It didn’t transfer over properly.

[woven hemlock]

They’re being sent in two batches based on when you did the exchange, see the announcement (i forwarded it above)

[icy parcel]

ive definitely made purchases prior to March 22 for pet costume right?

[woven hemlock]

Ah, if you don’t have access to the Apple account itself anymore, there isn’t much we can advise here. Did you by chance ever bind another log in method to your Heartopia account? Eg Google etc. If you did, you can use that to log in instead

[woven hemlock]

Unfortunately there’s no way for me to check, the people here are players like yourself

The pet costume is specifically for the ones from the gacha banner, not the ones from Ms Joann’s shop

[hasty helm]

I did not. 😭 anyway I can contact a dev?

[icy parcel]

rip

[hasty helm]

Oh wait nvm. Ty

[woven hemlock]

😭 oh nooooo

Will add the contact method here anyways in case anyone else needs 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.

[proud ingot]

werty0923_91705 has been warned

Reason: Posted an invite

[knotty skiff]

how does one pause the game and save progress?

[woven hemlock]

Regarding regular gameplay, pogress is automatically saved
Regarding editing your house/blueprints in build mode, it’s recommended you manually save using the save icon under the exit button to ensure it stays synced, since being in build mode for too long can cause a desync if the network connection is lost while you’re building

[knotty skiff]

ah ok thank you

[uncut bramble]

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

[arctic beacon]

has anyone been able to get higher than 3 stars in the cinematic bird event? i've done two in a row and only manage to get the suit doves to peck for food + perfect photo even with bird call active and bush active

[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]

yes, i have a couple at four stars right now. try doing the event at different times of day (eg if you normally log in during heartopia nighttime, try daytime instead), a lot of birds will only do certain actions at certain times of day (eg at night, most of them only do sleeping, which counts as idle pose)

[arctic beacon]

this helps a lot and makes a lot of sense, thank you!

[gritty bronze]

Doing it on day time + rain is the best time imo. They tend to stretch

[arctic beacon]

ah thank you sm! good to know, thank you everyone ❤️

[opal scroll]

hello!! is anyone else having issues triggering "The answer lies within" quest? i have it unlocked but my friends are lvl 7+ dg howeverrrr no quest has been triggered for them to do the cinema event

[woven hemlock]

if they have any other quests in their quest list + any town things to do in the watch, have them finish those first. “The answer lies within” isnt a quest that specifically pops up at lv7, it has pre-reqs that need to be completed first. Can think of it like the end to the tutorial stage

[hearty pewter]

Make sure to do everything in the town guide as well

[woven hemlock]

yes, town guide! I couldnt remember the name, ty jarhead

[opal scroll]

thank you guys so much!! ill check in and see if your guys tips work!

[opal slate]

Hello!! I need help I’m trying to color my floors in build mode but it isn’t letting me color them… it’s letting me color everything else but my flooring.. how can I fix that?

[woven hemlock]

how are you trying to color the floors?

[opal slate]

I’m trying to change it to a different pattern/color but it isn’t letting me

[slate lantern]

it should be the main story where andrew ask u to go to fishing village and flower field

[woven hemlock]

could you screenshot how you’re doing it?

[woven hemlock]

when you tap the check mark, what happens?

[opal slate]

It works thank you & im sorry I was pressing the ground and not the check mark 😪

[woven hemlock]

No need to be sorry, thats why the help channels are here, to help players when things arent working how they expect

[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.

[scenic chasm]

did anyone here experience getting charged twice for a single purchase you've made? It happened to me twice. OMGGGG! I've purchased last April 1, 2026 and paid for it using my E-wallet and it got deducted! Then I was trying to purchase again earlier because I wanted to pull some in whimsical but they've deducted something from my E-wallet again with the same order number from my purchase last April 1, 2026 😭😭

[woven hemlock]

When you check your e-wallet, does it show two separate charges?

[scenic chasm]

Yes 🥺

[woven hemlock]

Best thing to do would be to contact customer support and show them the two separate charges for the same product

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.

Unfortunately the people here aren’t staff or devs, so we can’t help much with billing issues outside of suggesting troubleshooting

[severe girder]

been trying to get this egg to register for a photo but im not having much luck do i need to somehow get up to it?

[woven hemlock]

dont worry we have been dissecting at least 4 different ways to get to it

ty vy

[severe girder]

OMG i never would have thought of that thank you

[woven hemlock]

the short answer is yes, the player character needs to be physically close to it.

great news for you though, there are many ways to do this!

i think the video vy sent is, imo, the most straightfoward/easiest way to do it

[gritty bronze]

imma keep that vid until the event end 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.

[digital basin]

I tried tagging a random mod but no response- if someone could inform someone that suggestions channel bot has pooped out again I’m off to sleep

[long tulip]

Guys I don't have the egg to paint it...
I searched everywhere, in the bag. The store, everywhere and nothing 🙁

I also made all the Easter egg event (already own all the Eggs of the npc) but nothing, I was expecting make my own eggs but it didn't appear

[gritty bronze]

you make the paintable egg in your crafting bench

[long tulip]

Yeah also made that

Wait, how is that
I didn't find anything with egg form

[long tulip]

The 2nd image is the crafting bench

[woven hemlock]

to 'paint' the egg, go to your drawing board, and select the egg template from the list of canvasses. you can then design the egg you want.

you then go to the workbench and craft an egg, then go to the paint option at the work bench and you can apply your egg design onto the egg

[long tulip]

Yeah I made all of that and the egg didn't appear 🙁

[woven hemlock]

can you go back to your inventory and check to see if your backpack is full?

[long tulip]

Backpack 150/220

Well, seems like there's no egg for me in this event

[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]

can you take a screenshot of the egg you crafted in your inventory? you deleted the video you sent while i was watching it haha

[long tulip]

Ahsha

[woven hemlock]

oh i see, you're missing the egg in your workbench. iirc it was automatically added to the workbench for everyone, can you go back to the start screen and click 'repairs'?

[long tulip]

Yeah that's my last try, ill try it

[woven hemlock]

it should appear after the curtain and the lotus lantern at your workbench

@somber rose @shy escarp mr beast is back

[long tulip]

Yesss I repair and got nothing 🙏✨️
Well at least we tried

No eggs for me this event

That's how XD pays me for spending so much money in their game 🥹 no eggs

[woven hemlock]

interesting, maybe it unlocked from something specific. have you interacted with the egg hunt?

[long tulip]

I finished all the egg hunt event

[slate lantern]

maybe the button they click wasnt for paining the egg

[woven hemlock]

the egg blueprint isnt in their workbench at all, i scrolled thru the end of the video where they went thru all the workbench things they had

was the egg something you had to learn, or was it auto added in? i cant remember

[slate lantern]

ohh dang did they check the basic 3 if they learned it

[woven hemlock]

basic 3?

[slate lantern]

i remember how i got it

when u open the revive hymn

there a gift icon at the left side

which u claim for free

[slate lantern]

warehouse/mail/backpack xd

[woven hemlock]

when you open the revival hymn banner, is there anything to claim on there? there should be a gift icon on the banner.
if there's no more gift icon, can you check your backpack/warehouse/mailbox for an unlearned recipe?

[woven hemlock]

hadnt gotten to that yet

couldnt remember how hte egg was earned

[slate lantern]

all goods i remember cause of my sea acc i recently got the egg

[woven hemlock]

ayyy glad u appeared here

[long tulip]

Yeah there should be but I never got anything to claim from there..Also checked mailbox and unlearned recipe

Just seems it was my time for experience the real bugtopia attack 🤣

[woven hemlock]

can you also check your backpack and warehouse for an unlearned recipe? can also check the banner again now that you've done repairs, in case the gift icon is there now

[torpid tiger]

Hello
My friend who doesn't play hato ,downloaded it and logged into my account directly and brought festive pack of 5$
After some time I opened and I can't see that he brought
He even showed me proof of sucessful transaction incase i need
I complained to hato in support (in game)
When I checked feedback ,my report wasn't there ...it's disappearing everytime I complain
Am unsure what to do guide me pls

[long tulip]

Yeah I check and double. Triple. Check

Also the gift didn't appear after repair

Think its just a loss of case

[woven hemlock]

i would report it to the support center so that they can look into it

Help! I need to contact customer support!

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

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

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

[long tulip]

Also send a report

But they never reply my reports so I lost all my hope at this point
Just gonna play with the free Easter eggs we got from the npc

[woven hemlock]

just to confirm, he used your login to sign into Heartopia so that he could purchase the pack for you?

[torpid tiger]

Yeah he logged into my gmail acc and directly brought pack and then deleted game
Been two days already i thought waiting might help

[woven hemlock]

when did you send in the report? they are based in china, so timezones need to be taken into account as well

you'll also need to go to the support center to manually check the ticket, since there's no notif when they reply

[long tulip]

At 8pm maybe

[woven hemlock]

8pm america time is ~8am in china, give or take a few hrs depending on ur specific timezone. check back on the ticket occasionally, they usually reply within 24-48 hrs

[long tulip]

Yeah
But they just gonna tell me to clean cache so

I'll try that now

So I can reply them: ALREADY DONE THAT

🤣

[woven hemlock]

when he logged into your account, he was able to see your character right? wondering if he bought it to the wrong server or anything like that

here's a few troubleshooting things we usually tell people though, in case they help you:

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

[torpid tiger]

He did see ,he knows am in sea server always and even patted my clingy dog(know coz he said u brought a cute pet now)
He used Google pay tho nd got confirmation msg
Oh should I press repair nd try?
Also rebooting...means reinstalling app?

[woven hemlock]

can try repair yes
rebooting means completely quitting out of the game window and then opening it back up again

it's sort of like turning your device off and on again, if you want to think of it that way, but for the game instead of your device

[torpid tiger]

Okay thankyou so muchhh
Will let you know if I get it
(Kinda slow with some terms am sorry TvT thankyou for explaining)

[woven hemlock]

if it's been a few days, some of these might not work anymore (eg i'm sure you've quit out of heartopia and logged back in a few times now), but if he bought you the festival pack, the last one is def worth a 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.

[potent phoenix]

loading anomaly meaning? i cant play again. SEA Server. Stuck on menu screen

[woven hemlock]

can you try the steps below? and for data collection purposes, did anything significant happen before you had a loading anomaly? (for example, one player noted that they had a power outage. another player said they were trying to get into a friend's town when they got the error)

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

[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.

[violet smelt]

Hiii my niece is currently playing she’s still at beginning of the game and she’s watering the plants and it’s not changing the numbers

[slate lantern]

try watering someone else crops instead, ur niece current plot are watered~

[violet smelt]

Yeah but isn’t that
The quest is to water plants from your own plot

[woven hemlock]

the quest technically just wants you to water planters - anyone's planters will work

you can only water a planter once, and some weather conditions will automatically water it for you (rain/snow). in those cases, just need to go water someone else's planters to clear the quest, since watering someone else's planters gives them a bonus that stacks up to four times when done by other people

[uncut bramble]

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

[shell holly]

hello I made a mistake and collected Recipe(Collector's Display Cabinet) from an item delivery in my mail, but I did not realize my inventory was full so now it's just gone. Is there a way for me to get it redelivered?

[woven hemlock]

can you check your warehouse? when your backpack is full, items from the mail will go to the warehouse instead

[shell holly]

my god im dumb thank you was right there lol

[woven hemlock]

not dumb at all, many people don't think to check there!

thats why there are help channels~

[shell holly]

yea good point thank you again non the less

[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 dock]

hi i started playing heartopia over steam. how can i Connect it to Google that i can play on mobile? i am not able to acess my pc atm

[woven hemlock]

you'll need to access your PC first to link your google account to your heartopia account before you can play on mobile

[winged trout]

This is so random but how can I find a list of ALL the furniture blueprints I can get?

[woven hemlock]

#gameplay-help

dont know if anyones made a list tbh

[winged trout]

Thank you 🙂 ahhh is there not like a section I can go to, like we got the food and list of what we don’t have I didn’t know if there was a similar one with the building xx

[woven hemlock]

#1435807505304518686 would be your next best bet, but it's not really a frequently asked question so i dont think theres a ready-made list

[winged trout]

Okok thank you lovely 🙂

[proud ingot]

techin88 has been warned

Reason: Posted an invite

[soft dock]

Can i really not just link them at the website?!

[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]

have to be in the game to link them unfortunately

[woven hemlock]

hot girls in our area really want our attention

hot girls in our area REALLY want our attention

[slate lantern]

Woah falling wish

[valid epoch]

please help my friend where we can report this issue and how to now the reason of her getting muted?

[slate lantern]

Ur a bot too

[woven hemlock]

i am the bot that talks to all the other bots

beep beep boop boop

[slate lantern]

That's cute keep doing it

[woven hemlock]

has your friend initiated a refund on a heartopia purchase? or have they been gifted something by someone else that was potentially refunded by that person? those are the main reasons someone is muted -- have your friend check their mailbox in the game, heartopia usually sends a letter saying the reason for the mute

[white warren]

And now i deleted the bot message so now your message is weird hihiihi

[woven hemlock]

my robot friends are being banished........

sadly beep boops

[white warren]

Ooops

[valid epoch]

ah yes she tried to look once at the red heart shop and when she clicked it just to check the amount how much is it she doesnt continue and back it but in her apple store the purchase was still pending and she got deducted a money but she doesnt received the hearts so i told her to wait till the mail was sent a lost and found and she did, she didnt contact a support and after a day she received the money back and she got -420 red star and she recharge it to remove the negative

is there a way to remove her mute? she doesnt really refund it, it was refunded automatically and she pay back the -420 red hearth right away when she sees it

[uncut bramble]

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

[woven hemlock]

can you have her check her red heart balance in the game? if she's still muted, it means that she's still at a negative balance

[valid epoch]

yes she have negative red heart again, she already did remove the -480 yesterday but now she has -300

[runic blade]

She payed the minus red heart amount yesterday and didnt refund anything today to get minus 300?? You will definitely need to contact support

[valid epoch]

yes she didnt refund anything today

[woven hemlock]

hmm, the -300 sounds similar to a few other cases that were deducted more hearts than they paid for when they did refunds, i would have her contact support directly since we're not sure why that's happening yet

Help! I need to contact customer support!

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

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

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

[valid epoch]

i would tell her to contact a support Thanks!

[vague forge]

I still can’t play with my cat. Anyone know when they r fixing that?

[woven hemlock]

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

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

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

[amber nest]

Time 32 of crashing while cooking and losing 6 pies...

[woven hemlock]

the devs don't announce when they fix bugs ahead of time to players, you'll need to keep an eye out on #patch-notes for that kind of information

[vague forge]

Awe thank you so much! I appreciate it!

[woven hemlock]

have you tried turning on memory optimization in the game settings?

iirc its under graphic settings

[amber nest]

Yes

[woven hemlock]

Help! My game keeps crashing!

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

• (if PC) make sure you have sufficient space on your cdrive, even if the game is not downloaded there, that’s where it passes information through.
• (if not PC) make sure you have sufficient space in your memory/ram.
  • you need about twice as much memory/ram as is recommended by the game, so that may be causing the crashes
• lower your graphics settings
• turn on memory optimization
• if you have a lot of apps/programs running in the background, try closing them + any app overlays (such as Discord)
• check to see if your device has a software update
• make sure your graphics card is up to date

can also check to see if your house is at load limit or if your town has a lot of people with big houses, if it is, might be the game struggling to load in everything at once. can try switching to a smaller build

can also try not cooking 6 pies at once? the game struggles when trying to process a lot of stoves at a time

[amber nest]

S23 Ultra - sufficient RAM
nothing running in background
Latest security updates
Memory opt on
High graphics - 60 fps

[runic blade]

Put graphics to 30 fps. I got s24 and on 60 fps, the phone is burning

Also crash sometimes

So i keep it at 30 fps with all other graphics at high

[amber nest]

It's doesn't matter, it was crash at high 30fps

[woven hemlock]

have you tried lowering the other graphics so it's not on high anymore?

[runic blade]

S23 shouldnt make you crash that much, can you check if phone needs an update?

[amber nest]

It's updated

[runic blade]

Okay, try what fallingwish suggested. Place all the graphics to medium with fps at 30 and see if it crashes as much

[woven hemlock]

when i asked customer service about a crash once, they also suggested turning off snow effect

[runic blade]

definitely, on pc i need it off otherwise i get 5 fps

[amber nest]

I know it won't crash on low, I was catching day one of new event to removes flowers in Flower Field. But I would like to have visually pleasing game play. There is a new security update as of 3 days ago. I will report back if any changes

[amber nest]

Snow never gave framedrops or crashed

[fallen dagger]

Hey um do the items in the order machine change every day? Like can I wait for the specific furniture colors I want?

[woven hemlock]

the items in the order machine only show items you havent yet purchased. if you’re trying to get duplicates, you’ll need to wait for bob to sell them again

[runic blade]

On my phone, snow doesnt affect fps or crashing but my pc ( sorry laptop) is for college so it struggles alot

[fallen dagger]

Oh good grief
Is it all the items I don’t have purchased? Or just a select number of them?

[runic blade]

All the items you dont have purchased

[fallen dagger]

Hmm okay well ty both so much!

[summer torrent]

I purchased the hand-held baloons, and even after relogging and waiting 24hr, I still do not have it. How do I contact someone for help?

[woven hemlock]

Its in your backpack / warehouse, not the dressup page

[summer torrent]

oh, derr... Thanks! I feel silly lol

[remote lark]

I've been searching my snow machine both in my backpack and were house, but there's none. I'm scared that i accidentally sell to albert (before that, can we sell those machines?) i was panicking and idk what to do, when i go to azure it is said that i already bought it. Anyone can help me or advice me what to do😔

[uncut bramble]

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

[gritty bronze]

you can't sell the snow machine. Check if it's in your mail

[strange current]

Why am I muted?

I didn’t know what happened and why I got muted. There’s no notice or anything

[runic blade]

Did you do a refund?

[ionic crypt]

Maybe this is more technical question. Can someone help me with my settings? I'm playing on MAC using BlueStacks, if it makes any difference.

[sacred gulch]

does heartopia run on linux too?

[next mirage]

hi everyone, how are you? I need a serious help cuz I needed to format my computer really urgent. I work at home as designer and I had work the next day so that why I did it impulsively. Now I just downloaded my heartopia again and ALL WAS GONE. Can anyone know what should I do? Where should I look for my save? I'm really having a bad time right now and that was the only thing I was playing and investing time. Can someone help?

[slate lantern]

im pretty sure its only window, idk if steam works in linux

[slate lantern]

try connecting the same email u used to login?

[next mirage]

I did connected to the same steam login and didnt worked, went through the beginning like I was starting

[slate lantern]

oh steam account login is different from the game login, did u remember what did u put as?

or u can try every google account u have~

[next mirage]

really?? Man Im going to try this, u have me some hope now haha I can guess 2 emails that I might have used

[slate lantern]

hopefully u find it soon and make sure correct server

[next mirage]

(downloading steam again cuz I had ragequit/crying when I found out)

[amber wave]

I can’t care for my cats and it’s starting to interfere with my game play

[sacred gulch]

is there a way to get logs in game since my game crashed after i took a foto?

[sacred gulch]

i guess you can run it on linux since i saw people playing the game from linux

[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 wave]

I have an awful bug in my game that has been going on since day one , how do I contact someone for help

[crimson cargo]

How to contact support!

[acoustic sonnet]

Hello, i just wanted to ask becuse my second dog doesn't react when fed unlike my first dog.. Is it normal? Because he is like that ever since I adopted him... 😩

[warm peak]

the pets have different personality traits
if they are picky, they will dislike some foods
even if they arent picky, they can dislike foods, just dont feed it when you see that reaction
but yes its normal
i have a cat that never reacted negatively and my other 2 pets were picky with certain foods

[swift narwhal]

My game won’t put me into a town, I’ve refreshed reinstalled and it keeps saying matching town and then nothing

[uncut bramble]

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

[coral crow]

Hi, I have the same issue 😅

CS rejected my request even though I didn’t use anything. Now I’m trying to get a refund through appbank since the recharge isn’t usable.

Let me know if you get any update!

[coral crow]

hi do you have a trouble with refund?

[coral crow]

Hi what do I do if I accidentally recharge in the wrong server

[coral crow]

Hello, did you get any proper assistance on this? I have the same issue

[foggy wraith]

billing issues go to the support center, but if they arent very helpful if you accidentally recharge to the wrong server. most likely you'll need to initiate a refund with your card/bank that you paid with, and then redo the purchase to the correct server

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.
-# -fallingwish

[sour tundra]

I contacted paypal to issue me refund, they cant issue refund on their side i have to wait now till apr 16

[proud ingot]

tris_tanity has been warned

Reason: Posted an invite

[coral crow]

Ohh I see, thanks for the info. I didn’t use PayPal, I used Takenos, but I think it might be the same situation. I’ll probably have to wait a few days too before they can process anything. Let me know if you get your refund

[coral crow]

support doesn't answer

[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.

[acoustic sonnet]

@warm peak Oh i mean the words above where its says if they like the food or their picky. The 2nd dog I have has nothing above after i fed him so i dont know if he is picky or loves the food..

[warm peak]

sometimes it doesnt log, its normal
even though its quite annoying when you try to find their favorite food
but it happens

it could also be that you just havent found anything he would react to yet

[hearty pewter]

It can also take 3 feedings of the same food before it comes up

[untold ember]

If nothing shows up when you feed them, its neutral -they dont like it nor dislike it. If it says, "Doggie/Kitty finds the meals extra tasty today" -Something you fed them is your favourite. If it says. "Kitty is being picky after todays meal." -They disliked something u served them.

[uncut bramble]

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

[sharp pagoda]

The Answer lies within quest is still bug how to troubleshoot

[hearty pewter]

How so?

[sharp pagoda]

im DG lvl 19 and the quest still not appearing to andrew

[hearty pewter]

Have you completed everything in your town guide?

[sharp pagoda]

but as far as i know if you reach DG 7 you will unlock that quest right?

[hearty pewter]

Thats the minimum level required yes

If theres no quests in your memo, make sure you dont have any NPCs with orange checkmarks on your map and you've done everything possible in town guide

[oak widget]

@dusty cloud @somber rose

[proud ingot]

yuina_ryu has been warned

Reason: Posted an invite

[magic wraith]

Hello, why does it teleport when it’s about to finish? 😭

It was fine on my first try. On the second, it became like that, and even when other people ride it, it still ends up like that.

It’s a 40-second ride, I just trimmed the video.

[wheat hare]

How do you submit a suggestion on here?
Do I use /suggestion? (Would this count as technical help?)

[celest apex]

it doesnt let me feed my cat hown doni make it work

[wheat hare]

Did you exit the game and log back in? Refreshing the game works for me.

[hearty pewter]

I can't interact with my pet

The growth/proficiency prompt sometimes has an error so the ability to interact with you pet disappears. This issue might also be linked to your kitty using the cat tree, as some players have reported.

Do Watch, Settings, Return to login, join new town via windmill.

Entering and exiting build mode or blueprint mode and moving a place of floor occasionally works too.

** These are temporary fixes until the devs patch the issue **

[mighty nova]

I seem to be having an issue with the Easter egg hunt. I know where the eggs are but there is one I just cant get a picture of regardless of what I do...

[uncut bramble]

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

[wheat hare]

I have this issue too with Dorothea's

[hearty pewter]

@wheat hare @mighty nova

[wheat hare]

!
Thank you!

[mighty nova]

Thank you!
Definitely gonna give that a go.

[uncut bramble]

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

[void saffron]

Idk where to post this, but I have this issue when I try to build a house with my friend.
I keep ending back at my plot and I can't get in to his, I am stuck outside. It only happens when he is the master, it works fine when I invite him to build
I can't post this in bug report

[uncut bramble]

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

[rotund trout]

Hey i got a new pc and had to reset everything but when i tried to log in with my google for the game it says "sign in was succussed check game" but when i go back it didn't log me in to my account and i even restarted my pc and steam but didn't work

[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.

[white warren]

Baboo !

Please can you check / try the following points:

• You must authorize all permissions for the site, so it can work, you must not block the permissions.

• It is also necessary to activate access to the network (attached video)

• You can also try other Internet browsers such as:

Microsoft Edge, Google Chrome and FireFox (try the 3 just to see which one will work).

Let me know if the problem is solved

https://www.youtube.com/watch?v=ZWM6LFzYGdU

[karmic smelt]

Anyone having an issue making purchases through steam? It opens the page then freezes so I can't scroll down to hit purchase an have to force close the game