technical-help

[dawn sparrow]

Hello ☺️ is anyone else facing issues with Build? I keep getting this no matter what I do :/
(I dont do glitches either so im confused what's happening)

[sour idol]

OK I am having ISSUES and I really needing HELP! I got Wall up, but IDK how to add the ROOF on, IDK how to get the STAIRS to go through the Ceiling to second Floor... H E L P

If you will PLEASE DM me the Way to do this, I needing to get my Mom [81 YO] & my Supper going. Thanks

[woven hemlock]

If you’re in build mode for too long, the data can become desynced from the main game. It’s usually recommended to regularly hit the save button when you’re building for long periods of time to avoid this happening

[dawn sparrow]

Good to kno, ty!!
I had only just started tho, maybe 15mins at the most.

Im playing around with it right now, I think I might know whats causing it..🤔

[dawn sparrow]

Can verify. It was because both packback and warehouse were full 🤭

[woven hemlock]

great to know, thank you!

[onyx jacinth]

Guys I really need help please, I played yesterday on my ipad and I bought a pack for 10-15€, my friend also did it and another friend didnt buy anything. We found that few hours ago that me and my friend who use ipad got ban from "script/plugins" ???? It may be a mistake or a bug from heartopia, we are playing on ipad and we never used plugins !

Can someone know what to do ? 🤲🏽😭

[rose lava]

Hello everyone!!, I got a big issue and I don't know what to do:(((( I got my laptop repaired and the technical service restored my laptop to factory settings which basically means that they deleted everything:(( When I reinstalled the game and logged in with steam account, my heartopia account wasn't there and led me into creating a new developer. If anyone know what can I do in this case would help me a lot 🙁 I don't want to lose all my progress

[white warren]

Hi Lina, we are sorry about this situation

The team here can't verify that; only the in-game support center can help you.
You and your friend can submit a support ticket with the evidence and your UID 🩷🫶🏻

[white warren]

How long has it been since you last played? Was it back during the beta?

[rose lava]

The last time I played was on march 29th 🙁

and I started playing around february

[white warren]

For this issue, could you please contact the support center on the home page?
Setting -> Support center -> Contact customer Service

You'll need to explain the situation to them and provide them with the email address associated with your Steam account so they can verify it. 🫶🏻

[onyx jacinth]

I just did, thank you for your answer. I hope they will answer me fast 😓

[white warren]

I hope too. sometime they can have 24-48 hours max of delay. But be patience, you are in the queue now. 🩷

[rose lava]

I will do that, thank you so much!!

[onyx jacinth]

Tbh it's hard to be patience, I'm currently loosing exp, money, stars and all of that because I spent money in game ?? 😭

[eternal ember]

Anyone else having massive ping issues today? I checked if it's my connection but everything else works absolutely fine, have no issues in other games, but here it's ridiculous. Can't even cook because suddenly my ping goes (slowly) up from 14 to over 11k and I need to cook food but it ends burned lol

[rose lava]

I understand you, I lost so many days of exp and money, but we will get through this!!! TT

[forest quest]

every time I take out a tool it's locked to the charged mode or activated and can't be used, the fishing rod in particular is completely bugged, if I take that out my character runs on the spot and then when I put the fishing rod away I can't move at all and have to reload the game to get it to work.

[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

[weak cove]

Yes sooo. I have a really annoying situation. And I'm really starting to lose my patients. I wanted to board my cat. For the past week or so. But he doesn't feel like it no matter what I do. I patted him, he was purring and everything, he was happy. And no matter what time of day or his mood he just doesn't want to jump on my head. I'm really annoyed at this point

[forest quest]

ah hah!! it was my wired controller, thank you!

[frail vessel]

Hey guys, can someone explain why this thing keeps on happening?
I can't use my GAMG full membership.

[umbral coral]

If your membership of any kind (weekly or monthly) expires you have 7 days to recover the lost days.
Basically after expiration if you buy in those 7 day, lost rewards will be given back and you'll continue without those days.

Confusing to explain let me leave an example:
Membership expired > you didnt buy for the next, lets say 4 day > it offers you the rewards from that 4 day > you start your 30 day membership at 26 day

[sour idol]

I need TECH to Look at my Account, I cannot get the FREAKING Roof On the HOUSE

[white warren]

You need to install the floor first, before putting on the roof

[fast fox]

I can't place my new house. It shows insufficient materials or currency. I have plenty of money.

[serene phoenix]

hello!! i’m not sure if anyone knows but how long does it typically take for custom support to answer? :((

[white warren]

Hi ! Its a know bug.
Can you try clicking on the checkboxes a few times? That should bring up the app's costs and the list of materials—it's just a visual glitch.

After that, you will be able to apply the blueprints

Sorry if my word is a bit confusing, i speak french normally x)

[white warren]

When they're very busy, there may be a delay, but if you've opened a ticket, that means you're in the queue

[serene phoenix]

oh! i didn’t know i could open a ticket i did it through the website which was a bit confusing tbh hahah so ill just open a ticket!! thank you so much!!!

[sour idol]

I have the Floor on it now! Don't I?

[fast fox]

The cost never goes up. I tried it a couple times. 😭 Youre wording it fine! ☺️

[sour idol]

MERCY

[serene phoenix]

aaaahhh how do i open a ticket? i’m sorry

[white warren]

Sorry my translator is bad for some reason xD its working ?

[white warren]

Can you try to restart the game and try again my tips ?

[serene phoenix]

oh yes i did that! when they reply will it go into my in game mail box? i’m sorry i know that probably sounds so silly to ask

[woven hemlock]

you'll need to go back to the support center to check the ticket itself~ the game doesn't notify you when the staff replies back

not a silly question, many people don't realize

[fast fox]

That didn't work. I think I need more rare timber though. 🙃

[white warren]

Ohhh, well, make sure you have everything and try again 🩷

Comeback here if you need help again

[unreal phoenix]

My cat somehow made my game no longer able to be full-screenable. Is there any way to fix that?

Never mind, it...switched on its own. I'm still confused.

[vital sparrow]

so has anyone gotten the bug where you cant move when you pull the fishing rod out ive tried the controller fix and reset position but nothing works

[quaint terrace]

Hello
I have request why is the Arabic language is not included in the game the writing is so hard to read when we chat

[tiny snow]

How do I do this :3 Also I’m new to the game will I need to pay? I’d love to know tips 🌸

[crimson cargo]

Go to this icon! You should get free tickets to do your first few gacha spins, only need to do one to complete the quest

[mossy drum]

Tried all suggestions. Was able to get on game with someone's Hotspot but still every few minutes send something like switching towns but then unable to get on town. When I got off and tried to get back on still goes to 39% still says unavailable.

[white warren]

@daring maple can you show me a screen of the whitescreen?

[white warren]

Hi!
Just to make sure I understand: when you try to reach a town, the loading screen freezes ?

[daring maple]

Well, it was telling me earlier that there were server problems. I decided to log out of my account, and when I try to log back in with my Google account, the page just stays blank and keeps loading. And it won't let me log in now. I disabled my browser's shields (I use Brave), but the problem persists.

[white warren]

Ohhh its because the brave browser

This browser has an automatic ad blocker, which doesn't work with that one.

Please change your default browser to another one and try again. 🩷

[daring maple]

Ok, I'll try it and see what happens, thanks for the help.

[sour idol]

If that doesn't Work Try STEAM

STEAM makes it EASIER to get on and Play

[signal depot]

To make it short, 7 days trying to get a cat to gp out to board it. Tried EVERY strategy and searched other players tips and now my cat has both heart happy and angry moods together. So i cant do anything. I sent a ticket to support idk if anything will happen

[sour idol]

@white warren I need to CHAT with you PLEASE... DM me

ANY Moderator's

[zealous mesa]

My friend was able to get into the game! Thanks for the help! Yay! 💕

[woven hemlock]

you can open a ticket with server mods using the bot @twin yacht, just keep in mind they're server mods and not game staff

[white warren]

Yeah ! 🩷

[white warren]

Please open a ticket via @twin yacht

[sour idol]

Understand but I need to relay a BAD Info to you to Get to them that is in charge. Got a SCAMMER putting in Bad stuff

[white warren]

And no link please

[white warren]

Open a ticket via @twin yacht with the proof please, i will handled this

[sour idol]

No I was wanting to give it to you in DM so it would not alert them

[crimson cargo]

-# Daly there’s a link in suggestions again

[sour idol]

YEAP

That is the ONE

[runic blade]

No need to dm for those, tag any mods online

[white warren]

Done

Thank you

And yes you can tag us normally in the channel for this type

[sour idol]

IDK that is Why on my Server in GOLF we get alerted to these stuff

[white warren]

🩷

[sour idol]

Well Thanks it is GONE and I sincerely hope the fella is too. I despise folks like them. Thanks

[white warren]

We always handle these situations. Please let us know if we haven't responded quickly enough, as @crimson cargo did. Thank you for your understanding and your support. 🩷

[sour idol]

Listen, I'm 64 YO, No Kids and taking care of my 81 YO Mom [Widow] and I enjoy Playing with y'all here, BUT I hate those who tries to Corrupt the WORLD in there sins. ❤️

Later Gonna go try to GET that Roof on my House in HEARTOPIA, Easier in Real life than in here

[stone tree]

My game keeps getting stuck at 72% any tips on how to fix this?

[sour idol]

Is there by CHANCE an Educational video to show me STEP by STEP on how to UPGRADE my Home to 2 story?

I am about to CRY

I can Figure OUT all the other Stuff but Building My House😭

[stone tree]

r you on mobile?

[sour idol]

PC

[stone tree]

You just built it up however high you want with the walls, then place flooring on the top, then add more walls on top!

[white warren]

Can you try to use another connexion ?

Like 5G / LTE just to log in in a town

Or go on airplane mod just for a few second and then try again

[sour idol]

Yeah EXCEPT ya cannot put a ROOF on it

[dawn sparrow]

Need floor

[stone tree]

you can! you just have to start kind of over with the roofs

[sour idol]

I did Ms. Kat I did

[stone tree]

if you want to overlap them you need to start with the 1st roof and then add on from there

[white warren]

Maybe you can show us screen video so we can see what the mistake or something ? 🩷

[sour idol]

Okay Could ya just Come to me and SEE it. But I will do a Video. So the WORLD world see an Old Man Frustrated

[white warren]

Well, I'll make a video for you—just give me a few minutes

[stone tree]

im on pc as well! i had to go to my hotspot then reconnect to my internet from there. Is this going to continue to happen xD?

[dawn sparrow]

I dont mind coming by if you'd like. Im rather curious

[sour idol]

The Airplane Mode CANCELS out the Glitches and after 15-30 seconds turn it OFF and retry

[white warren]

This is an issue caused by the game's optimization, but that doesn't mean it will happen every time

[faint cove]

there is a shaders glitch that ive noticed and it’s turning my shadow into a bush LOL

[dawn sparrow]

Omg 😂😂😂

[white warren]

Hahahhaah

[stone tree]

curious as well!

[sour idol]

The BUSH invasion is here

[white warren]

You can report it to the support center if u want to let them know @faint cove

[sour idol]

LOL Hang on I 'll get ya my info

[faint cove]

dumb question how do i do that lol

[white warren]

Now, let me do the video xD !

[faint cove]

thank u!

[white warren]

Is that what you trying to do?

[sour idol]

Ok I empty my House out

[sour idol]

Well That is MUST better than what I was doing

[tidal plaza]

Ok, so I have tried everything.
I have cleared cache, disc space, temp files, unistalled a couple games. Nothing.

This is on my D drive- which has 40GB of space. My C drive has 3GB of space. Is this a glitch??? I've even uninstalled and reinstalled the game!! Both TapTap AND steam. I'm lost.

[sour idol]

You need to make D drive the MAIN Drive

[white warren]

Hi !
In fact, the game data must be stored on the C: drive, so make sure you have at least 5 GB of free space on it.
Even if the game isn't installed on that drive

[tidal plaza]

hmmm, is that a computer setting?

[sour idol]

Yes

Need to get with someone Local you TRUST to do that for you

A Computer Geek can do it in 5 minutes FLAT

contact your PC CSR and ask for TECH help

@white warren and @stone tree Thanks

Now How do I destroy my House to REBUILD

[stone tree]

little hammer slowly xD

[sour idol]

LOL

[stone tree]

or start a new blueprint!

[sour idol]

Hmmmmmmmmmm But I have to get rid of my Current house Right?

[stone tree]

not technically! you have lots of free blueprints, you just click on it and do solo build

[sour idol]

No other Building is gonna just flop down and sit in my house

[stone tree]

the blueprint you apply when your finished

[sour idol]

Ok I am GONNA Try 🙏🏻

[stone tree]

once you have it, youll just click apply! but make sure you save your current home as a blueprint too before applying a new one. And if you add anything later on to your blueprints youll want to update the blueprint too before switching.

[tidal plaza]

This helped, 5GB seems to be the requirement

[white warren]

Yes, make sure you have that much free space. Game updates are often between 2 GB and 4 GB, so you need to make sure you have some extra space.

Glad to know its work

[tidal plaza]

note to self: Invest in a larger sim card

[white warren]

[sour idol]

Ok Made my Blueprint, now How do I make it appear

[stone tree]

you click on view and then it should give u an option to apply it

[sour idol]

Well old house is DONE

Now we see if I have me Capenters hands or not

[cinder hull]

guys I need help

I want to log in to my old account using my Google account, but when I try to log in, it doesn’t work-it just tells me to start over from the beginning

how can I get back into my old account?

[sour idol]

Well I'll be! Where ye all been? Took me TOO LONG but I am Grateful

[woven hemlock]

when was the last time you played the old account?

[sour idol]

Town ID: 220367
Account ID: 2pbn8wwx
Plot #8

[cinder hull]

november 7 2025

[woven hemlock]

were you playing during the beta? All beta accounts were wiped once the game was officially released in january, you’ll need to start over

[sour idol]

OUCH

Does she get to KEEP anything?

[cinder hull]

I don’t know if that was the case during the beta or not; even if it was true during the beta, I’m really sad

[sour idol]

Well we HEARTOPIA folks will help ya out

These MODS are the Brightest Kids I have ever seen

[white warren]

Im sorry but yes, If you were playing during the beta, your accounts were reset when the game officially launched in January.

[stone tree]

ive been editing a hockey stadium blueprint im working on!

[cinder hull]

😔😔💔💔

[sour idol]

Don't Be Sad

Ya gonna make an old man cry now

[white warren]

Hey there, if you search for friend or anything else please go in #1420320496884387930 , #self-intro or #heartopia-only

Keep this channel for technical issue

[cinder hull]

I’m really sad to hear that I can’t get my old account back because I’d reached a high level on it and I had a pet

[sour idol]

Ms Daly I gave it to you to came and make sure it pass CODE

I don't want the thang to crash down on me asleep

[white warren]

I can't come see you in the game; I'm not sure I understand your request.

[sour idol]

😭

[white warren]

Im sorry about your situation, hope you will love the game again, i give you big hug

[sour idol]

Ok Now I see how ya Younglings are gonna do us old folks!

🤨

[white warren]

I dont know whay you trying to say but please be respectful.

How can we help you now ? 🩷
If you dont have technical issue, please go in #gameplay-help for question about the gameplay

Thank you for your understanding

[cinder hull]

thanks Ms Daly 😔😔

[sour idol]

I am teasing ya, Please forgive me. I appreciate the help on getting my house up and you are some of the Best I have been around as MODS

Night

[white warren]

Oh thank you, its appreciated

Wish you a good night

[grand isle]

Guys did they removed the black truffle? I can’t find it any more

[ivory rover]

Help all my eggs collection gone missing in the warehouse after removing it during build mode 😭

I don't know what happened 🥲 can someone help me pls.

[faint vault]

You sure they’re not in your backpack, maybe?

[ivory rover]

It's not in my backpack too 🥲

[tribal pelican]

my Friend's Server info has not been Reset for the day and she can't progress on anything as a result

she can't get new Quests and the shops for her haven't been refreshed, to be more specific

[somber hazel]

check mail if can’t find , restart and check bag/warehouse/mail again if still can’t find report to customer support

[somber hazel]

what’s your friends server?

[tribal pelican]

Town ID: 2262127

[somber hazel]

check the server at login page

[tribal pelican]

we're on American Servers

[naive walrus]

Global server keeps freezing the game and then I need to reload game ... has happened a few times over the past two days...

[somber hazel]

did your friend start today? american servers resets in 4 hours

[buoyant sundial]

I started yesterday

Before 6am est

[silent stump]

I don’t know if the bug report channel has been shut down or if I just don’t have access to it but during fishing events for the actor event, the bubbles have been spawning pretty far out where they haven’t been able to be reached, my friend is also having the same problem every time we play

[woven hemlock]

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

as a side note, it is possible for bubbles to spawn in impossible places yeah. as a temporary fix, what i usually do is i turn my camera so that im facing towards my charas face while theyre fishing, bc the bubbles will always spawn in the direction the camera is facing. This ensures the bubble spawns somewhere reachable behind my chara instead of in an impossible spot in the water. i long press when casting the fishing rod, and that puts the camera up into the sky so that i can see where the fish are — but using a fishing attractor is better bc then i can just keep pressing the fishing button until theres no more fish

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]

did you finish the tutorial quests? You won’t get the daily refresh until you finish the tutorial stages, which is completable within the first day of playing

check your quest list to make sure you’ve completed everything there, including story quests, gossip, daily, etc

[tribal pelican]

she did all the the Tutorial, she has no current quests atm

[misty marsh]

I just bought the Premium Celebration Pack, but it only leveled me up to level 29. Is this a bug? The description says it increases levels by 60 immediately

[fast burrow]

When I want to feed my dog, he doesn't show up even when I tracked him. What is the solution?

[tawdry dirge]

Rejoin

[fast burrow]

I rejoined 3 times still i have the proplem

[tawdry dirge]

Try clicking the fix button

[tawdry dirge]

Also does these new clothes requires a specific level to show up at dorothee's store?

[honest yew]

why is taptap always stuck at 39%? i wanna try playng here

[fast burrow]

Where i can find it ?

[tawdry dirge]

The 'repairs'

[lapis quarry]

I accidentally Deleted the app and I’m trying to log in and it’s like my account is gone. I could have sworn I linked a Gmail (as I thought it was required) but none of my gmails are working on it

[cyan surge]

I thought it was just me, it’s always freezing.

[naive walrus]

It's been happening for a little while even before the update on the 15th april

[wraith kraken]

anyone on steam having trouble loading into the game?

i was on it on my phone this morning - no issues but cant seem to get into a town from pc/steam version. just crashes 😭 didnt have this problem yesterday...

[chrome river]

Steam user here, all goods on my end

[latent mist]

keeps crashing on steam for me too

[digital prism]

Does anyone know if the Suggestions are ever even read by anyone. So many people have great ideas and none seem to ever be talked about or implemented. Even the ones that will make this company more money.

[white warren]

Suggestions posted with #suggestion are seen directly by the team. I can assure you that your feedback is being heard.

If you have any questions for the Help Center, you can contact them directly. 🩷

[blazing cedar]

Hi, I need to report a bug/issue that happened to me while I was joining a dove event. Where can I report it?

I was stuck in the bridge and cant get out, no option for me to go out

Cant go farther on both sides either

[runic blade]

Settings, bottom it will say reset position

How to report is the photo above your post

[unreal surge]

Hi, I need to report a bug issue it keeps tracking my cat even if I turn off the tracking button.

[keen temple]

I would like to suggest that the developers improve the game's graphical rendering. Because sometimes the game doesn't render the details of clothing and objects, leaving them pixelated and of poor quality. There are rare moments when the game renders the details of clothing correctly.

[unreal phoenix]

One of my friends is trying to get the Mushroom Pie recipe. She got to D.G. Member Level 11 when the FrostSpore event was still occurring, and Massimo's Gossip Quest never unlocked for her. What can we do to fix this?

Disregard, my friend figured out how to send a ticket.

[runic blade]

We might be able to figure it out without the ticket. She need to unlocks gossips in the Town Guide afterwards need to do a daily request of harvesting mushroom for Massimo then the quest will appear ( its rng)

[unreal phoenix]

Gotcha. I'll let her know when she returns. Thank you. ^_^

[slow mauve]

Okay I need to know, does using third party apps for the music get you banned, or no. Because I see pppl using them all the time but I'm not tryna get my ass banned from a game I'm obsessed with, and I'm physically playing music on instruyments but I really want to level up my music dream, and the onlly way to do that is with people buying/listening/reacting to to your CD, which typically no one does.

(pls ping when respond so I can see)

[foggy wraith]

Yeap, It’s against the game’s TOS
People will get banned for using third party tools/apps~
@slow mauve

[slow mauve]

Ok so then how to get people to buy my CDs without being a choosing beggar about it

[foggy wraith]

Just try to publish more songs i guess..

Or place the CDs on your walls so players will like it when they visit your house ~

[slow mauve]

Oh that's smart, thank you!

[woven hemlock]

there's a few channels in #1435807505304518686 that you can advertise your CDs in, if people like it, they'll ask to connect so they can purchase

[slow mauve]

Thank yoU!! 🥺

[woven hemlock]

can you have her check around town to see if there are any NPCs with an orange checkmark? can also check the watch >> town guide, see if there are any quests to accept there

[woven hemlock]

the wording is a bit off, on the banner there's two sections right, the free version and then the paid rewards? when you get EXP, it levels you up and gives you the free rewards accordingly. what the wording is trying to say is that when you buy the pass, it gives you access to all the paid rewards once you've unlocked each level

[fiery helm]

Hi I bought some event recipes like the salsa and chips and wild vegetable celtuce but they don't pop up when I try to cook them, how can I fix this?

[runic blade]

Are you using the popcorn cart?

[fiery helm]

Popcorn cart? Oh I was just using a stove haha

[runic blade]

Its the first reward in the festival pass, when you learn the recipe you will be able to craft it at workbench. Will show at the bottom of it

[fiery helm]

Oh can I still get the popcorn cart now?

[runic blade]

Yess, its here

[fiery helm]

Ohhh okay thanks so much!

[acoustic anvil]

For some reason cannot log into servers. Keep having to refresh app multiple times until I am able to get in. Keep seeing message saying servers are unstable. Nothing changed on my end

[slow mauve]

What about using a MIDI keyboard for the music, is that also against TOS and bannable?

[woven hemlock]

what exact error message do you get?

[woven hemlock]

the game is not controller-supported, so anything that is detected as such will likely cause bugs in your game

the game essentially bans scripts that play the music for you or auto-clickers. as long as you are the one physically pressing the keys / playing the music, it isn't banned. however, the game is very sensitive to 3rd party apps, so sometimes it detects a false positive

[slow mauve]

Yeah no i actually play the piano i just don't wanna get banned for physically using my midi keyboard 😭 Its just REALLY hard to go from an actual piano to using a keybaord with "do re mi fa so" rather than "C D E F G" I keep playing the keys ABCDEFG thinking those keys are going to be the right notes 😭

[woven hemlock]

yeah understandable, i think i've seen someone say they were able to map the keys on the keyboard to the ones in the game, but the game is very sensitive to controllers despite being not controller-supported, so you might see bugs while the keyboard is plugged in

[slow mauve]

I'm definitely going to try it if it's not something that'll get me banned, I have zero reason to use scripts or auto-clickers when I can actually play the music it's just so damn hard on the computer keyboard xD

Thank you!!!

[unreal phoenix]

Update:

After harvesting the mushrooms as a request, the gossip did not show up.

[runic blade]

Are the gossips unlocked yet?

Check in the Town Guide

@umbral coral

[unreal phoenix]

The Special Salad was unlocked, according to my friend.

[umbral coral]

-# thank you for the tag!

[shy elm]

Don't know if that's the place to report it, but I had a strange experience with a canvas on my home plot. I didn't place it, where it was standing. I wasn't able to remove it. And it changed its place all by itself. (The canvas I placed on my home plot, acted normal.) (Also there are no birds on my feeders since the last patch.)

[sour idol]

Everytime I try to keep my PETS in the House, all doors CLOSED, they are OUTSIDE. Please FIX this issue.
Also when I summon my dog, he will not come inside the house. This is getting frustrating

[woven hemlock]

it's somebody else's easel that they threw down! if you don't want it on your plot, you can switch towns, since there's no way to remove someone else's easel

RE: birds, birds aren't guaranteed to appear in perches, the chances of them appearing are higher if you place in bird feed. but if you think it's a bug, can report it to the support center

Help! I need to contact customer support!

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

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

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

[woven hemlock]

pets aren't contained by walls/furniture, they are able to freely move through them. this is intentional by design so they don't get stuck

[regal torrent]

Could someone help me please! I've never had this issue at all wen logging in but for some reason after the newest update or whatever went on it won't let me play the game at all and this keeps popping up! I've tried to unistall and restall and I've tried to do redownload the newest updates and tried to do repairs!

[woven hemlock]

try this in your device settings:

[regal torrent]

where would I go for device settings?

[woven hemlock]

what device do you use?

[regal torrent]

I'm on my computer

[regal torrent]

its sadly still doing it

Is there anything else I can do?? 😢 its still giving me this error

[sour idol]

What PC are you using?

[floral oyster]

I'm not a mod at all or anything but im assuming you would change what server ur in?.

[regal torrent]

uhh I use gaming laptop I couldn't really say what gaming laptop I use but the computer is really not the issue since I can work and play on it just fine with other games and stuff

[regal torrent]

I could try that I just don't know how lol

[floral oyster]

when you first open the game, beside start

[regal torrent]

oo alrighty I'll try that to see if it does anything

[floral oyster]

it will say america and etc for whatever server you use

[floral oyster]

mkay! if it doesnt i can try to figure it out for you😭

[regal torrent]

that would be wonderful thank you

[woven hemlock]

The error is because the game is detecting a different local time than what is supposed to be for your timezone

Are you using a vpn? Might need to check the time settings there too if you are

[regal torrent]

Nope I don't have one on I did check that to see if anything

[woven hemlock]

After setting the time to automatic, did you reboot your device?

[sour idol]

Beat me to it. Follow @woven hemlock He knows his stuff

[regal torrent]

yes I did

a couple of times too cause I thought maybe it was a driver update that was causing it to bug

[floral oyster]

yo girl is it working😭

[woven hemlock]

can i ask where you live / what timezone you’re in?

[regal torrent]

I live in Ca I'm not sure what timezone that would be

[woven hemlock]

California?

[regal torrent]

yes

[woven hemlock]

Hmm ok not the issue i was thinking of then

[regal torrent]

Okay yeah its still doing the same issue I did try to do a different location but it would do like a whole new account instead of my account

[woven hemlock]

Switching servers makes you restart a new character, progress doesn’t transfer

It wont do much to help with incorrect device time

[regal torrent]

oh no what do I do then

I've never had this problem before until the game updated

[woven hemlock]

just switch back to the server you were playing on, your progress is still there

[floral oyster]

OH yeah nvm i thought u could change it without issues

[woven hemlock]

Can you go the start screen in heartopia and click ‘repairs’ in case its a matter of corrupt game files?

[regal torrent]

Yeah I did do that and it still gave me the same error

[woven hemlock]

Hmmm not sure what the issue is then. You clicked ‘sync’ after setting the time to automatic right?

Might need to reach out to support nd see if they know why its saying that

Help! I need to contact customer support!

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

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

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

[regal torrent]

yes!

[regal torrent]

ah okay I will try the support team and see

[woven hemlock]

It takes them ~24-48 hrs to respond to a ticket, hopefully they can help figure out the issue

[regal torrent]

Alrighty! Thank you for trying to help me!

[gentle ridge]

Hello, I got a problem, basically it prompts me to place the writing desk down but the problem is that i don't remember what i did with it and i don't have it in my inventory even though i bought it. I can provide video evidence if needed.

[sour idol]

Great Job @woven hemlock

[woven hemlock]

check your backpack, mailbox, and warehouse, in that order, for the writing desk?

[gentle ridge]

Umm how do i check warehouse? 😭

[woven hemlock]

when you’re at your home plot, open the backpack — there should be another tab that looks like a house

[gentle ridge]

YO THANK YOU SO MUCH

[acoustic anvil]

I use my phone to play. I don’t have 3rd party apps. Don’t have time for that 😂😂

[slender owl]

Hey is there anyone in mods that I could talk to? (ASAP pls)

[floral oyster]

I'm not a mod but i can try and help

[white warren]

Please open a ticket via @twin yacht to talk with us 🩷

[slender owl]

Thank you!

[grim kernel]

Not so much technical help, just wasn't sure where to ask. I've been playing for two weeks and missed the last banner that has the spiral stair cases, the Willow trees and such. I was wondering if anyone knows if there is a chance for those banners to come back at a later date? I'm happy to wait for them, but I just wanna know if I should hold hope or not ❤️

[sour idol]

Always a Chance

[woven hemlock]

very unlikely. the game released a year earlier in china, and they haven't done any reruns so far in the chinese version

[grim kernel]

That's really unfortunate, thank you for letting me know! ❤️

[stark imp]

I may have glitched myself in the beach and can't get out of the water 😅 I've restarted the game and still load back in the water any suggestion?

[delicate shadow]

try reset button/ switch town from main menu/ switch town via visiting someone from friend list

[stark imp]

Thank you so much 🫂🪽✨💕 it worked

[digital egret]

How can i go about reporting a technical issue within the game?

[white warren]

Hii, Have you encountered a bug or are you having a problem?

[digital egret]

I encountered a bug. I have screenshots if those need to be provided too.

[robust cobalt]

I'm having an issue where the game wont launch on steam after the april 15th update. Why has there not been a fix yet or anything? haven't even seen a "we know about this and are working on it", just "here's a building challenge yay".

[white warren]

You will have to contact the support center in-game directly for let them know

[white warren]

What is the issue exactly ?

[digital egret]

Thank you so much, i will do so.

[robust cobalt]

like many have mentioned on their steam announcements, the game wont open. says there's an issue with space. I have almost 2TB of free space, so that's a lie. It pops up with a quick error window and then crashed before even loading the front page. i have tried uninstalling and reinstalling and nothing works.

it always stops at 39% loading.

[white warren]

How much space do you have on your "C: drive"?

Even if the game isn't installed on it, the data must go through it

[robust cobalt]

i have 1.25TB FREE. and i highly doubt this game needs anything close to it to work.

[white warren]

Did you try to repair the files directly on steam?

[mellow socket]

How i do the wall circle on Cell phone?

[robust cobalt]

i have not done that, but i'll try that now. it's been this way since the update.

[white warren]

What you mean exactly ?

[mellow socket]

You know that diagonal wall design?

[white warren]

Sorry but u didnt see what you mean🥲

There are no circles or diagonal walls

[mellow socket]

Wait here, um pick a photo

[white warren]

Sorry if i missunderstood, im french so maybe i understand wrong

[mellow socket]

I can't do it on my phone even with their tutorial, maybe I'm just dumb.

[mellow socket]

Pls Ignore the time.

[robust cobalt]

i tried repairing twice, as i also said i have uninstalled the game fully and reinstalled it. this is the error code i get now.

[white warren]

It's impossible to place walls diagonally... it's probably a glitch, and I wouldn't know how to explain it to you

[mellow socket]

It's on their official YouTube channel.

Dx

[white warren]

I understand that this is frustrating; I've seen this error before.

If you'd like, you can open a ticket via @twin yacht. We'll gather your information and do our best to help you. The staff are on leave until tomorrow. We'll assist you as soon as possible. 🩷

[white warren]

Let me see it, one minute

[robust cobalt]

how do i go about doing that?

[slate lantern]

the white one is a partition u can buy from bob that can go diagonal

i remember it can go diagonal

[white warren]

GRR

I had just found the answer

Thank you dani, yes you're right

[mellow socket]

Thaaanks

[slate lantern]

yippieee

[mellow socket]

Bro i am terrible at listen to english

[white warren]

You must send a private message to @twin yacht, follow the steps to verify your account, and select the sending server.🩷

I’d like to let you know that this will take some time because the team will need to verify the information, but we’ll do everything we can to help you🫶🏻

[mellow socket]

Just so your language isn't the only one that's difficult, put this into a translator. "A carteira em cima da carteira olhou para a carteira em cima de outra carteira."

[white warren]

You're good dont worry 🩷🩷

[mellow socket]

[white warren]

My brain just stop working

[mellow socket]

[robust cobalt]

it only gives me the option to add the bot to my own servers. if i message it i get a "Your message could not be delivered."

[white warren]

Your private messages are open ?
If they are closed, you'll need to open them so you can contact modmail

[robust cobalt]

As unsafe as that is, it worked. Thank you. Hopefully they'll fix it soon and not a year from now (like the pets that still glitch through walls and under houses, even tho they said they were fixing it in JANUARY.)

[white warren]

I understand that this is frustrating, and we’ll help you as soon as we can. Thank you for your patience. We’re here to help you. 🩷

[gaunt lava]

help

[mellow socket]

[white warren]

Yes ! Check out Dani message, #technical-help message

These aren't walls but decorative pieces of furniture, so you can buy them at Bob and arrange them diagonally

[fleet dragon]

@gaunt lava maybe you can post here?

[gaunt lava]

hello heartopia, i buy the festival pack yesterday night, it says error but my gcash balanced was deducted which mean the system has received it.. i can't claim the festival pack until now.. huhu

[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 membership 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.

[gaunt lava]

i already reboot the game, and i already msgs the support center

[woven hemlock]

(as a side note, the people in these channels are players like yourself, so for direct communication with the staff, it needs to be through the support center)

(nobody here has the power to fix it from your account, we can only suggest troubleshooting methods)

[slender chasm]

I have drawn in the Whimsical Tea Party 4 times, and got the heart pillar all 4 times?

[woven hemlock]

its possible to get duplicates yes, there’s a countdown on the banner for when you are guaranteed to get a rare item you havent gotten before. any pull before that number is most likely going to be a duplicate

[bright sorrel]

I don't know if I should put in here but I saw people going beyond the boundary over by the octo fishing I don't know why they were doing it

[woven hemlock]

its a commonly used glitch to go out of bounds, it doesnt really give them any benefit other than standing where theyre fishing

if u do want to report it, can use the support center, devs/staff dont look here for bug reports

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.

[bright sorrel]

Okay thank you

[sharp oar]

I am having issues with the game lagging, glitching and processing timing out

[quaint sierra]

I need help, anytime I try to co build with my friend it takes her all the way across the map and she can't join.

[indigo pilot]

does everyone experience sudden high ping rates in PC? it goes beyond 1k-30k out of nowhere even when my internet connection is stable (100-200 mbps)

[fresh eagle]

is this a bug? i cant move after i finished fishing.

[lone anvil]

in order to get 5 star for items in the game is it best to combine 5 star with other 5 star items or is it completely RNG where it will give you 5 stars randomly

[woven hemlock]

it depends on what you’re trying to get 5stars in

For things like fishing or bugcatching, it’s entirely rng, the only thing you can do is keep catching more of them.

for cooking, it’s still partially rng, but iirc someone said that if all of the ingredients are high tier, then the final result won’t be lower than that. (Eg if every single ingredient is 4-stars, then the final result will be 4stars at the minimum.) but items that dont have stars (eg milk) count as 1-star automatically. not sure if this is confirmed or just a theory

Birdwatching is based on the action, certain actions get you certain stars. A lot of birds will only stretch their wings (4-star action) during rain/rainbow weather.

You can use the rainbow bouquet to up your chances of getting a tier up on the result for most hobbies, but it doesn’t work for birdwatching

[woven hemlock]

Can you try switching towns? You can either teleport to a friends town, or go back to the start page and manually select a new town from the town list

[fresh eagle]

i tried everything, switch towns, reset position.

i even tried to repair the game, still cant move

[woven hemlock]

ping has been pretty bad for me too — usually its an issue with the games ability to connect to your network, rather than an issue with your network itself. you can try switching to an alternative (eg mobile data, hotspot, VPN, DNS, etc) for a bit to see if that helps with the ping

[woven hemlock]

switching towns should have reset you to the front of your plot, did it do that?

[fresh eagle]

if i relogin i can move again, its just when i even show my fishing rod i cant move after

[woven hemlock]

ah gotcha, hang on

[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

[fresh eagle]

ill try

[woven hemlock]

for glitches: if you describe the specific glitches you’re getting, we might be able to recommend some solutions

for lag:

Help! My game keeps lagging!

it could be due to 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 servers 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
• can try turning off the ‘snow effects’ setting

for timeout errors:

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

[fresh eagle]

thank you! it turns out its my ps2 controller lol

[woven hemlock]

very common, glad it was easily fixed!

[fresh eagle]

but how do i get out of this state

why cant i move again, it happened again lol

[woven hemlock]

after unplugging the controller and rebooting the game, should be able to move around normally after. if not, there might be something else causing the same issue

eg another device

[fresh eagle]

i think i unpugged everything, ill check again after i reboot

its still in fishing state when i withdraw my rod thats why i cant move

[woven hemlock]

Can you try clicking repairs in the start screen in case its a matter of corrupt files? if that doesnt work, can send a ticket to support to let them know so they can look into it

Help! I need to contact customer support!

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

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

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

[fresh eagle]

i dont know what to do ive tried everything

i repaired it like 3 times already

[woven hemlock]

Might need to reach out to support then, it sounds like its slightly different than the controller issue

[fresh eagle]

ill try restarting my pc.

[slate lantern]

ohh did they try reset position?

[woven hemlock]

yeah

[fresh eagle]

yeah it just zoom out the camera

wait ill restart my pc

[slate lantern]

ohh thats oddly weird

[woven hemlock]

pls lend ur wisdom dani

ah darn, even u dont know

[slate lantern]

well last one i was gonna ask if they can do tea party tp xd

like if u have friend online in a different town

[woven hemlock]

they said that teleporting/reset position works, but as soon as they pull out fishing rod, it happens again

they checked for controllers/etc, we thought it fixed it, but seems like theres something else

[slate lantern]

ahhh

what about steam own controller settings?

[fresh eagle]

my pc updated lol

still cant move

i dont know, maybe ill avoid fishing lol

i think its fixed

so weird lol

[slate lantern]

ohh i pray that it is

[fresh eagle]

i can move now lol

i dont know how it fixed itself haha

thanks for the help guys

[slate lantern]

but if it still doesnt, u can try reporting it in @twin yacht or customer support

[fresh eagle]

ok ok, thank you again

[eternal cradle]

Has anyone run into an issue where dishes can't be collected? Exiting the game doesn’t send the dishes into the inbox either. Now ALL of my cooked dishes are missing

[woven hemlock]

I cqnt tell what your ping says but it certainly is way too high. The game is experiencing delay because of the high ping, thats why you couldnt collect. Try switching towns again to see if the game will give you the missing dishes?

[eternal cradle]

Thanks, will try this

[lone anvil]

but for the cooking. if i use all 5 star items to cook. it kept giving me 4 stars. so would it work vise versa. where i use all 4 star items and cook it will potentially give me 5 star

[shrewd venture]

I have never had IOS before, and I wanna ask If I can login by using a google account but I'm playing on the iPad?

[elder jay]

trying to clarify this topic. if you cook with all 5s ingredients, the result will be at least 4s. if you cook with all 5s ingredients + seasoning, it will guarantee a 5s cause seasoning +1s to your result.

same goes to if you cook with all 4s ingredients, you might get the result in between 3s to 5s, but it wont resulted in lower than 3s. the chance percentage tho isn't the same, lets say its spread like 50% 3s, 35% 4s, 15% 5s (this is just for example, no one really knows the exact percentage).

no stars materials count as 1s, so it's harder to pull a 5s using no stars material.

[runic blade]

Okay the special salad is usually his first quest, the mushroom pie shouldnt take too long to appear after getting a daily request to harvest mushroom. I havent seen anyone not get the quest apart from needing to wait for rng with the daily quest. Support probably answered you if you check your ticket. Also she will need to be level 2 in cooking

[elder jay]

oh and based on my experience in festival foods, I pulled instant 5s food in the salad variation (the one that requires salvaged veggies) by using 5s salad + seasoning even if the salvaged veggies has no stars. so I think (this is my assumption), if you're cooking with multiple ingredients and 1 of it has stars, even if others don't, the result's stars will be counted based on the starred ingredients

[cold stump]

i keep getting stuck when i fish since the update. unsure if something changed & i am doing somethign wrong, but after i catch a fish i cannot move my character no matter what i do?

[runic blade]

If first doesnt work, you will need to try the second photo

[quaint orchid]

hi, i was wondering how do i view my cat;s mood log? no matter what i do, it remains empty

do i need to reach a certain level?

[runic blade]

It only logs favorite,picky, big serving and stuffed to the gills

And when another players feeds them

[lone anvil]

thank you for letting me know ! !

[glad canopy]

Guys. If UID starts with 3 is which server?

[quaint orchid]

i see, I guess i have to try feeding it more items. Thank you for answering 🙂

[runic blade]

Yess and if ever you see the log wont trigger even if you know its their favorite, its just the log being inconsistent. You will still see a heart when feeding them again

[quaint orchid]

Ohh thank you for the tip! Hopefully i will see that heart symbol some day

[unreal surge]

Hi, I need to report a bug issue it keeps tracking my cat even if I turn off the tracking button.

[umbral coral]

Can you check your quest tab to see if you have any quest related to your cat?

[unreal surge]

I fixed it already I just turn on and off the path guidance when tracking. Thank you!

[dry summit]

ive cleared space on my ipad but it keeps saying insufficient storage for the update

[quaint orchid]

How much space do you have left?

[dry summit]

nvm! just had to re-install the app for it to work

[sour idol]

Not Fair nor Funny... Come on TECH department, I know you guys can FIX this

[glacial mason]

help! there's this new thing where it aims when i'm fishing or catching insects
the problem is i can't move absolutely anything!!!
especially when fishing, when i try to avoid this aiming thing i got stuck and can't move

help!!! how can i fix this

[sour idol]

Reboot Game

[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]

devs/staff don't look in this channel, so gotta report issues 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.

[bitter cradle]

i don't know is it just me but lately bubbles been appearing on water where we can't collect them

[woven hemlock]

Its pretty common, its not a new thing. can give the devs feedback about it through the support center

Help! I need to contact customer support!

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

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

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

the mr beast and hot girls are out in full force today wow

[sour idol]

LOL

[woven hemlock]

@umbral coral oh heres another one. hot girls in our area are here to play heartopia

[unkempt crypt]

Question I been to every spot with pink bubbles but have not gotten the chair. What am I doing wrong? TIA

[woven hemlock]

the bubble rewards are random, and pink bubbles refresh during weekly reset on saturday 6am server time. it's expected that you wont get the entire set within one week

[teal flicker]

I got a question, i am building in blueprint, the house is not placed currently, i want to place it when done. After spending a lot of hours building it, i got twice the warning that i can get banned for violating game, but i am not doing anything wrong. Should i be worried? i read some comments, that going out and in to blueprint may cause that warning message, so its a common thing? just not yet fixed🥺

[woven hemlock]

its not a specific warning saying you will get banned; its a generic notice to players to remind them that the game does scan through blueprints and to follow the building guidelines. you can safely ignore it if you arent doing anything wrong

[teal flicker]

okay, awesome, tysm ❤️

[radiant mortar]

Hi, does anyone know if the item glitch is allowed in the building contest, or will you get disqualified for using it?

[woven hemlock]

the community doesnt know, you would need to ask the support center about it

[radiant mortar]

do I need to contact them in game directly ?

[woven hemlock]

thats the most guaranteed way to make sure they respond yeah

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.

[radiant mortar]

Thanks a lot !

[fervent sphinx]

When I move my whole house in the blueprint it doesn’t go to the edge of the grass and nothing is hanging over or anything it leaves a walking edge 🙁

[hexed pewter]

Reporting a few bugs in my end:
• some blueprints are missing from my crafting workbench even though I've already learned them (tree screen, restaurant dining table, and maybe other things I don't remember)
• some furniture doesn't show in build mode in the furniture tab in the bottom part of the screen
• sometimes the cat that goes on top of my avatar's head does not appear on my screen even though there is a set down cat option. And if track it, it always say it's 110 meters away
• when I feed my own pets in game, it doesn't get tracked in the mood log. It only gets logged if another player is feeding it or when I give it 5 different foods at the same time

[elfin condor]

BUGS: loading issues for american server rightnow 🙁 very glitchy and slow

[woven hemlock]

blueprints: check your backpack, mailbox, and warehouse for an unlearned recipe just in case. the game sometimes lags and doesn't register the 'learn' button being clicked even if u do it on time. if it's not in any of those places, try switching towns to see if the recipes appear in the workbench

furniture: try searching for the furniture by name; if you can't find it, look through your build to see if you placed it already

cat: known bug, try switching towns a few times to force it off. the goal is for the game to reset you to the front of your plot, as that will clear most bugs/glitches

btw, devs/staff don't monitor this channel for bug reports, please use 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]

devs/staff don't monitor this channel for bug reports/feedback, please use 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]

try moving the wall / roof on that side of the build, some items show as slightly bigger than they look

[fervent sphinx]

Thank you ❤️ ❤️ ❤️ ❤️ it worked

[hexed pewter]

Oh thanks didn't see the contact customer service option because the font color was not effective in making it visible

[near panther]

Is it possible to unlink Gmail login on Heartopia for a new one?

[woven hemlock]

was answered in the other channel o7

[bitter ocean]

Hi i completed the Dreamlight Cinematics Festival and p[urchased the festival pack. It says I collected the recipe for the Retro Convertible Movie 2-Seat but I cannot view my recipe when I go to build items. What do I do?

[woven hemlock]

can you check your backpack, mailbox, and warehouse for an unlearned recipe?

[modern gorge]

Someone has charged my account for gems I did not purchase today.

This is the user who is stealing from me and using my legal name

[oak widget]

you gotta contact hato in game. we cant help you here TOT

[white warren]

Hi' you will need to contact the support center in-game and send your UID and proof ->

[modern gorge]

I did. I just want people to know about this user.

[loud adder]

If someone uninstalled the game and reinstalled it, would they lose all their characters and progress? They are playing on pc through Steam.

[white warren]

First, they need to make sure they've linked their account to one of the available options (example : Steam, Google, Facebook, etc.).

If they've already done so, they'll simply need to log in again using the same method.

[loud adder]

They are on Steam and pc

[lavish edge]

Character and progress won’t lose.. but their picture gallery will

[loud adder]

Ok thanks so much. I'll let my friend know.

[regal reef]

So I have built a new house , but it says not enough material or currency though it’s not showing on the right side as it always shows before what material I’m missing , is this new update ? But even I get few materials the red marks are not lowering at all for example : collected 20 more rare woods today after seeing I’m low on materials but it does now lower any red marks in pictures also simple building materials like which don’t need penguin packs or festive packs also are on red mark , I think I have enough gold in game for common materials and even if I didn’t have it would show how much I need on the right side , right ?but I’m not understanding the issue I can’t place my building, please any info or suggestion would help !

[white warren]

( she-he got answer in #gameplay-help )

[royal charm]

Not sure who and where to put this but this bug has been happening for weeks for me. Anytime an info panel pops up it won’t go away unless I close the whole game and restart it.

[woven hemlock]

have you tried clicking 'repairs' on the start screen in case its a matter of corrupt files?

[royal charm]

I will try this. Thank you 💜

Didn’t work 🥲

[woven hemlock]

hmm, i think clicking on another pop up (eg going to the bag and clicking on an item) got rid of the glitch for me when i first got it after the maintenance, and it stopped doing this glitch after they did the last few patches maybe check to see if you have any updates to install?

[signal rune]

I lag a lot right now. I'm not sure it's on the game side or my side.

[drifting thistle]

Is anyone else having issues with things not being where they are supposed to be, or I should say showing up? Case in point, I went to purchase seeds from Blanc and he wasn't where he normally is, I found him at Bailey's standing on top of his head.

[solemn aspen]

it won’t let me edit the tagline

[runic blade]

Bring the mouse to where it says "brief tagline" and click. Then enter anything in the keyboard.( it wont show the line that you can type)

[drifting thistle]

Also, one of my cat's jumped on my head, yet I couldn't see him... is it me or is there issues with the game?

[woven hemlock]

Try clicking ‘repairs’ in the start screen

[woven hemlock]

thats a common bug, switching towns a few times should force it off if you dont have the set down button or if the button isnt working

[drifting thistle]

The button is there, I can get him off, I just can't see him on my head. But thank you for the information, I appreciate it.

[hybrid robin]

I have the same problem I also need help with this
I was thinking that it's the game itself? But I'm not sure

[woven hemlock]

its a visual glitch for blueprints from before the maintenance last week, if you click one of the checkmarks here a few times, it should fix the display and tell you what you're missing / let you apply it

[hybrid robin]

And does anyone know where the stamp is? To get my items faster in the ordering ticket, I'm already level 35 but I couldn't find the stamp book in my inventory
Where is it?
Is it a interaction thing? Where I go up to a player and the stamp action is there?

[hybrid robin]

Thank you!

[woven hemlock]

the stamp book looks like a green card - if you have an order in the machine right now, you can remove the stamp book to get it stamped by other players. the game gives out 2 stamp books for free (one to introduce the machine, one as a reward for finishing the order machine quest), after that you get more of them at random from the daily quest reward gacha capsules

when looking for the stamp book in your inventory, stay on the 'all' tab and scroll all the way to the bottom, if you have any stamp books, they will be down there

to get it stamped by other players, click on the stamp book to hold it - this will offer it to others to stamp

[hybrid robin]

I already did the tutorial and I have orded a item but I couldn't see the stamp book
I get a stamp book from the gacha capsules that I get?

[woven hemlock]

if you only have the one stamb book right now, you need to cancel the order to get the book back in order to get it stamped. if you completed the tutorial and got the second stamp book, it should be in your inventory, at the very bottom. any further stamb books are random rewards from the gacha capsules, but only the ones that you get from doing daily quests

[hybrid robin]

I don't receive any stamp book after I completed the tutorial
I don't see any stamp book at the bottom of my inventory
I'm very confused

[solemn aspen]

oh it still won’t let me

[hybrid robin]

Is it a bug?

[runic blade]

Try changing town but thats usually is the fix to click the brief text with mouse and enter anything in keyboard

[woven hemlock]

can you show your available quests?

also check your mailbox, in case your backpack was full when you completed the introduction quest. overflow items get sent to the mailbox first

[hybrid robin]

Is this the other stamp book?
It said I have to finish this order first
I don't see any in my mailbox

[woven hemlock]

yes, that quest in the first screenshot is the one that gives you the other stamp book. your first order needs to be delivered first before that quest will complete, your first order is currently on its way / in progress, so it doesnt count yet

[hybrid robin]

I just gotta wait for the order to finish and I get my stamp book?

[woven hemlock]

once the order is finished, the quest will automatically complete and it will reward you with a second stamp book, yes. the first stamp book is being used in the order machine right now, so it will be used up once the delivery is arrived

[hybrid robin]

Oh, that makes sense now
Thank you so much!

[woven hemlock]

if you want to get the first stamp book back so you can stamp it, you can give up the order, but it isn't worth it at this point - getting 4 people to stamp the book only lowers the time by half, so you'd still need to wait almost 4 days for it to arrive

no problem!

[foggy wraith]

i just noticed your timer
did u get your ticket stamped before placing an order?
because i see there's 4d6hr timer
you can cancel your order anytime to get your ticket back and get it stamped 4 times by 4 players, it'll reduce to 3 days only

here's a full ordering guide in case u need ^~^

[hybrid robin]

I didn't get it stamped, I waited for a few days
I didn't really think about it, I just played like usual
Until I remember there is supposed to be an order ticket but it's my first time getting this order machine, so I don't know how anything works

[hybrid robin]

Thank you so much!

[hybrid robin]

I was supposed to get it stamped before I place an order?

[foggy wraith]

no worries, i didnt know too xD
but now u know!

[foggy wraith]

yes! correct~

u can cancel your order anytime and get it stamp and place order again ^~^

[hybrid robin]

Oohh thank you!

[hybrid robin]

ok, I'll wait
Thank you again for helping

[waxen elbow]

[keen vapor]

Uh...is this normal?

[woven hemlock]

when you go to the weather app in the watch, does it say its raining?

[keen vapor]

yes

[woven hemlock]

not sure what you're trying to point out?

[woven hemlock]

try switching towns, might be a glitch with the rain. can also check to see if you have snow effect turned off, not sure if that also affects rain

[waxen elbow]

I don't know, maybe my head at a completely weird angle and the neck trembling

[dapper adder]

Hi I have purchased simplistic shower enclosure and simplistic toilet from Bill's furniture store but it's not in my inventory or mail.

Is this a glitch or a bug?

[woven hemlock]

it looks like your character is leaning forward, doesn't look unnatural to me in the screenshots

[woven hemlock]

check your backpack, mailbox, and warehouse for the furniture

[waxen elbow]

Hmm not sure, the cape goes into the neck and the head looks crooked, it's never been like this before (?)

[dapper adder]

I checked in backpack, mailbox and warehouse. Nothing.

It also says it's "SOLD OUT" in bills furniture store meaning I purchased it.

[woven hemlock]

try teleporting to a new town, if your character isn't reset to the front of your plot, teleport again. teleporting to a new town can help clear out any bugs/glitches, and then you can check the backpack/mailbox/warehouse again

[woven hemlock]

hard to tell what its supposed to look like since the screenshot is in the middle of running but if you think its a bug, can report it to the support center. the people here are just 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.

[dapper adder]

Just tried it now.

Still didn't work..

Actually this happened a few days ago and have been resetting the town every log in and still didn't work...

How can I get this looked into?

[foggy wraith]

tried repair game already?

[keen vapor]

It's ok now, just had to restart the game.
Thank you for your time

[woven hemlock]

try clicking 'repairs' on the start screen in case its a matter of corrupt files. otherwise, show proof to the support center. the devs/staff don't look in this channel, so need to report issues to them using the 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.

[dapper adder]

Thank you for this advice. I just tried and still had the same issue.

I will report this now.

How long does it usually take for them to review a report like this?

[woven hemlock]

once a report is filed, it usually takes them 1-2 business days to respond, keeping in mind timezones since they are based in china

[misty bolt]

I think I’ve really messed things up, actually, three times 😅

I have my main account through Steam on PC, and I’ve tried every possible way to bind it to my Facebook, Google, and Apple accounts so I can use it on the mobile version. The problem is that I’ve messed around so much that I ended up creating THREE new accounts instead (one for Facebook, one for Google, and one for Apple), and now I can’t change it.

Has anyone run into the same issue? Is there a solution?

Right now, the only thing I can think of is deleting those accounts and waiting for the Heartopia team to remove them after 12–15 days, then trying again. Would that actually work, or is there a way to fix this now?

[woven hemlock]

the only solution would be what you said actually, to delete the 3 extra accounts. that should free up the login methods to be binded to your main account, yes

do you know how to bind the accounts?

[misty bolt]

That’s what I figured. I’ll just leave it for now then. Thanks a lot for the help!

[echo arrow]

any reason i keep getting this message?

[misty bolt]

Not really—that’s probably why it’s gotten so messed up 🙈

[wicked thicket]

Who can i contact about not receiving purchased items? I’ve previously tried contacting customer support in game but never got a response

I’ve had multiple instances where i haven’t gotten things i paid for and i have to pay for it twice then get a request for one payment through apple

[foggy wraith]

the only way is to contact customer support, you can follow up again if they never respond

[wicked thicket]

Ah okay, thank you

[woven hemlock]

i walked someone else through the process a while ago, let me link the thing i wrote: #technical-help message

[woven hemlock]

game is having trouble connecting to the network, which is usually an issue with the game and not with your network itself; can try the things below and see if any of them work to get you into the game

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

[misty bolt]

You’re an angel! Thank you so much!🙏

[dapper adder]

Okay thank you very much

[white ocean]

Hello, I was wondering if anyone else is having connection issues?

[woven hemlock]

what specific error message do you get?

[white ocean]

Reconnecting, lagging, loosing things etc

I checked my net and updated everything.

I was just wondering if anyone else is having same issues :/

[misty bolt]

One more quick question—I just thought of something. Could I make a new Google account and use that to bind my main account so I can log in on mobile without waiting?
I promise I won’t spam after this 😅

[woven hemlock]

the game isnt optimized well, so it's pretty common for the game to lose the connection to the network or to lag. it's usually a problem with the game's ability to connect with the network, not with your network itself. will post some troubleshooting below if you want to see if anything works for you

RE: losing things, have you checked your backpack, mailbox, and warehouse?

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

Help! My game keeps lagging!

it could be due to 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 servers 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
• can try turning off the ‘snow effects’ setting

[white ocean]

Aww thankyou so much. I appreciate it. Ill give a try 🙂

[white ocean]

I repaired the game client. And it worked. Thankyou so much: D

[woven hemlock]

glad to hear it worked!

[green flower]

Taking a picture of the birds on the perch says target bird does not exist

[woven hemlock]

There’s a limit on how many times you can take a picture of a bird on the perch, it’ll say near the bottom something like 1/1 if the photo has already been taken. There does appear to be a bug where it acts like you’ve taken a picture when you haven’t, but we haven’t found a community fix for it yet

[wet adder]

The bird is probably a winter event bird. They still exist after event ends and it usually end up with that message.

[smoky citrus]

hi guys! im having an issue with the cat tracker even tho i cancel the tracker. does anyone have this issue as well? ><

[azure flower]

To get the hidden fishing achievement, do I have to do everything on the same day? I've already collected and redone all the achievements and it still hasn't been unlocked. I even took screenshots to prove I did each one...

[runic blade]

Change town a few times, it should cancel the tracker also do you have any gossips quests in your memo?

[smoky citrus]

omg i do actually- i turned that off and its gone HAHA thank youuu

[tropic oracle]

Can anyone help? I have good connection, restarted, uninstalled / reinstalled the app and this still comes up. I can’t even get to my account now since this still shows up after reinstalling.

[sick gazelle]

its happening to me too

[white warren]

#technical-help message

[tidal compass]

Does anybody know why my dg xp goes up 10 per daily but my wife’s only 5? Both dg 45

[graceful marsh]

Are you sure it's a 5?

[foggy wraith]

Have you tried restarting yet?

[somber hazel]

you should be getting 10/resident request so 50 xp /day

[foggy wraith]

u gain 50xp MAX per day for DG aka 10xp each from 5 dailies

It’s impossible to have 5xp per daily request

[tidal compass]

Based on this it would be a whole number, which is why I’m confused. Appreciate any insight you have 🙂

[graceful marsh]

She might have missed 1 quest when she was around dg 20-25?

[tidal compass]

Was the Xp amount different between those levels?

[graceful marsh]

Nvm i just checked the list of all of the exp and it 10exp/quest.

[cerulean topaz]

ive been experiencing this for a few months now, asked about it before but does anyone have any clue what im doing wrong?

[sour idol]

Seems your Graphics is out of sorts. Go into your Settings, in GRAPHICS and click on RESET and reboot PC. This should clear it up

[cosmic mountain]

Why doesn't the dog feeder work? I put it in my house near where the dog is often laying down, but in the past few days almost every time I interact with my dog it is starving. What am I doing wrong?

[woven hemlock]

The pets don’t really like the feeders, at most they’ll eat a little if they’re really starving. (You can see from this person’s mood log the notification when they eat from the feeder, they're very reluctant since they prefer hand feeding). If you want them to be consistently fed, it’s still better to do it by hand

I saw someone mention in the other channel that they seemed to be more receptive when it’s cat/dog food in the feeder, but it was more like “they ate some food instead of not eating at all” etc

TL;DR, you're not doing anything wrong

[woven hemlock]

ive definitely noticed having 5exp, do gossip quests give exp also? sometimes i'll randomly get 5exp instead of 10

[azure flower]

I couldn't get the hidden fishing achievement even after doing everything twice :/

[harsh tusk]

Please help me. Suddenly yesterday Heartopia stopped letting me sign in and I have to uninstall the game and reinstall it just to lot in once, and then it breaks again. Restarting PC and Verifying files does not help

[woven hemlock]

can you first try clicking 'repairs' from the start screen in heartopia? that should fix it, but if it doesn't 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

[rain temple]

I tried buying the last piece to this set, it took the payment but hasn't given me the item or unlocked it in my collections? Anybody else having these issues?
My user ID is 2a9s2xr8 if that helps at all

[woven hemlock]

is your backpack full? can you check your mailbox to see if it was sent there instead?

[rain temple]

Ill go check that now

[rain temple]

You were right! Thank you for helping out ✨️

[echo arrow]

just updating about this situation incase anyone else has the same issues one day. i did not download a vpn. i tried doing other thing as i mentioned in the thread which is now locked. but i just waited.. i went to sleep and its fine. after about 12 hrs. it probably look less time than that but im just now getting around to checking it. hope this might help.

[frozen kelp]

First time I got this issue, I was buying hearts, got billed twise for one pack... I sent a ticket to support, but I was wondering if they will compensate or refund, or just ignore it?

[elder edge]

is there a way submit a bug issue in the game

[frozen kelp]

I sent the support a ticket, providing the screenshot of paying for it twise, but I only got one pack of hearts, I'm guessing they can see how much hearts I got and spent today.

[elder edge]

@foggy wraith thanks for the help

[woven hemlock]

They will try to help you get the things you paid for first.

[royal charm]

Update from yesterday ~ nothing is fixing it. I’m not sure what to do.

[wind mirage]

i already filled a ticket, but maybe others know too,. i have a showcase bug which say 300/300 so i cant make any more canvas art.. i have made only 10 of those, and 1 top . i have 7 books displayed which acording to chatGTP also count in the showcase. in total i have 18 items, not 300. i tried the blueprint reload , visiting friends for 10 minutes, relog, and deleting 65 photos in my album (normal in game photos) .. my load isnt maxed and so on.. does anybody else have this "bug", and maybe a solution ?

[woven hemlock]

items take up more than 1 load. creative items with unique/custom covers take up more load than ones that dont. if you have a lot of photos/books/cds/dyed furniture with handdrawn designs/etc with unique art, each of those will take up more load in the creative showcase than ones that have default covers
not a bug, unfortunately you'll have to find a balance between all the things you want to put

[wind mirage]

but i have only the 18 items i said (custumized at least ) 10 images saved (9 canvas, 1 shirt and 7 books)

[woven hemlock]

one photograph does not take up only 1 load, it takes up more than that by default

you can't actually fit 300 creative showcase items into a build

photos in your photo album and images in your canvas dont affect the creative showcase, only items that are physically placed in your build

eg the easels you have placed down, those will add to the creative showcase load

[wind mirage]

so one canvas with a small art like the hello kitty ones in my screenshot, take up like how many in a showcase then? if 18 items in total make 300/300

[clear oasis]

try removing it and see what the load is and then do the math

[wind mirage]

oke

i took the biggest canvas away, it gave me 290/300 ... so if 1 is 10...it shouldnt be more then 180 , which would still not be 300 . i will take them all down and see

empty one is also 10 aparentky

[woven hemlock]

one item doesn't always take up 10 load, you'll need to try each of them one by one

[wind mirage]

yeah i noticed 2 books is 10 total, and canvas is 10 each

with removing all photo frames, canvasses and books, i only get back 200/300 .. so what else is showcase items ? dyed furniture didnt clear any space

[woven hemlock]

CDs?

dyed easter eggs?

[wind mirage]

didnt clear space either, only have 1 record bought from annie (not own record )

[woven hemlock]

trying to think about what else might be in the category

[wind mirage]

thank you!!

[woven hemlock]

yeye

do you have a movie screen out?

[wind mirage]

YES

[woven hemlock]

this is what another helper said ^

[wind mirage]

lets remove and see if that is the problem

YES that screen was indeed 80

still 140 unknown spaces taken 😄

but atleast i gotten back some space by removing that movie screen, its giving me 8 spots for canvas

[woven hemlock]

yahoo!

[wind mirage]

thanks for the help

[woven hemlock]

you might want to double check for dyed furniture again, specifically look for furniture that uses a pattern that you drew, not furniture that u just changed the color on

[wind mirage]

im pretty new in the game ( 3 weeks) so i had no idea 🙂

[woven hemlock]

no problem, thats what these channels are here for

feel free to come back anytime you have questions

[wind mirage]

i havent done any "art"on any furniture besides 1 shirt and the canvasses

[woven hemlock]

🙂‍↕️

there's probably something in there thats taking up load, if you want to figure it out, might need to go thru the entire build and put stuff away one by one to see what affects the score glad u managed to get more space tho!

[wind mirage]

to bad we cannot buy a expansion for showcase then 😄

[rugged wasp]

Is anyone else’s game keep crashing while it’s trying to update or have any fixes for it

[woven hemlock]

what device do you play on?

[wise violet]

Can someone please help? Is there anyway to unbind an email address? I was trying to log into my husband’s account on my pc so he wouldn’t have to play on the phone. I thought I logged out of my account and signed into his. I clicked on bind account after realizing it was still my account and I can’t undo it. I also can’t log into my account on pc, only my iPad or phone now. I put a ticket in but I haven’t received any emails back.

[foggy wraith]

the last i check from cs, they told me we're unable to unbind any binded account at the moment

[woven hemlock]

theres no way to unbind an account unfortunately, the only way to remove a login from a heartopia account is to completely delete the entire heartopia account

btw, the game doesn't notify you when they respond to the ticket. you need to go manually check the ticket at hte support center for their response

[wise violet]

Tysm I will check

[cosmic mountain]

Thanks for your response. I think I've been using the universal food. I'll try to refill it specifically with dog food. I wonder if there is any way to empty it.

[woven hemlock]

If they already ate from it, then theres no way to empty it i think. But if they havent eaten from it yet, u can switch it out with another food

[unique epoch]

how can i bind my fb account? I played heartopia first in pc so it technically bound to my steam and now phone login doesnt have any steam account. Help?

[foggy wraith]

Refer the first & second pic on how to bind account~

[unique epoch]

only white screen

[foggy wraith]

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 + your browser has local network access + 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

can u try this? :/

[unique epoch]

thank you very much, it's fix now.

[winged siren]

I think my doggie is glitched I’ve been training it over n over with the same action and it should of learned it by now but yet when I do the action it says it’s confused and it looks like it was learnt can some one please help me is there a specific thing to finalise the dog learning an action I’ve tried going into build mode n back out re loading the game n still same

[shut juniper]

Help! All my friends keep getting the frog right in front of me 😭 I have a newfound love for frogs in real life—I am building a terrarium for them. In game I tried fishing with a few friends for at least 45 min each, using more then 30 mermaid tails, trying to catch a frog in one of the suburban lakes,, I used all 7 of my perfumes and have had no luck. I just want to have a frog to have in a tank in my house. please 😭 🐸

[winged siren]

This is why they should allow it to trade with other players I keep catching them wen going after something else🤣 and I’m like I don’t want the stupid frog 😂

[sour idol]

Agree

[elder jay]

frog is a mermaid tail exclusive "fish" in lake. it can only be fished by the owner of the mermaid tail, it will appear as blue glow fish. you wont get any frog from other people's mermaid tail.

[stiff parrot]

I used to have this chair in my house but now it disappeared, I dont have it in my imventory, it literally vanished. Is it a bug or something?

[stiff parrot]

Its been gone for a while but today I realized its not in my inventory either

[plain wadi]

check your home storage (warehouse)

[proud mica]

Hi I have a possibly silly question— I saw a notice for updates on 4/16 but my gameplay says latest updates are 3/16 and 3/25. Is this a glitch, or is the update date different in USA server?

[dapper palm]

Is it possible to play on an ipad with the same account that I use to play on pc?

[foggy wraith]

yes, as long as you bind a platform and log in the correct account

[graceful marsh]

Did you read the notice from discord?

[dapper palm]

Could you please explain further?🥺

[foggy wraith]

Refer the first & second pic on how to bind account~

[craggy oyster]

the bubbles have been appearing inside of the collision in the octo event, are they trying to fix it? :P

[scarlet halo]

im trying to get the mushroom pie recipe and it is not appearing when i speak to massimo

[proud mica]

No i just checked here rn to ask-

[merry stratus]

Does anyone else have problems getting the 5-star card of the Cinnamon ground dove? I got it a long time ago and sold it accidentally. Now I wanna get it again for collecting purposes, but they all seem to be stuck in a loop, as they only do the cleaning feathers and the chirping animations over and over. I have tried capturing it with sun rain and rainbow, used whistles and bushes. Nothing happens but the same loop. Is it a bug? Or is just the bird in my game that doesn't work properly?

[spring tartan]

i cant log in on my pc.. when I click to sign in with Google, I get sent to do the log on stuff, and it says I'm logged in on the website, but when I go back to the game i'm still on the sign in page

[woven mica]

Is it just me or is the game really really laggy after the new update it was working smooth before the new update but now even ms.jane’s shop looks really odd idk why but it has never occurred to me before

This is after the update

[foggy wraith]

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 + your browser has local network access + 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

try this?

[foggy wraith]

have you tried repairing your game?

[woven mica]

Where can I find that stuff?

[noble gale]

Is it just me or is anyone else’s dialogues for characters messing up?

[woven mica]

Oh thanks

Wait I still has the movie theme??? Is it right I have updated it but it’s the movie theme for me still after the update

Looks like this for me and my friends

[elder jay]

the cinematic loading screen is the current loading screen we have. it's the latest update.

[foggy wraith]

My guide is made from previous event.

[woven mica]

Ohh

I will test to repair the game

[cinder harness]

Hello, I've bought the GANG juniorship JUST NOW. And they show me this.

I have proof of transaction.

Please give the Junior membership. I really need it to complete the set 🥹

[graceful marsh]

I don't see any activation under that junior membership

[cinder harness]

That's the problem, it didn't activate. Even though I bought it.

[graceful marsh]

You can just ignore that dialog

[cinder harness]

I didn't claim anything

[graceful marsh]

You need to activate that to be able to claim that reward that they're holding.

[cinder harness]

The problem is I bought again the Junior membership to activate and claim those 60 hearts. After my transaction, I didn't get anything and it wants me to buy it again.

[graceful marsh]

When did you buy the junior membership and what payment method did you use?

[cinder harness]

I used GCASH

[elder jay]

if only we can see the purchase history, but it's confidential and should not be posted here. I'd recommend a direct report to customer service about the issue.

[cinder harness]

Do they have a ticket?

Or a channel for that? Because I really need URGENT help for that. Those blue hearts, I need it to complete the set since it will be gone for a few days.

I hope I don't sound awful or arrogant. I'm just really desperate...

[slate lantern]

Try contacting gcash about the transaction if it actually went to heartopia

[cinder harness]

It did, I have a message that shows that the transaction is success.

[elder jay]

make sure to prepare your evidence of purchase. the transaction details, payment evidence, show em that your balance has been cut from your bank/e-wallet.

[dapper palm]

Thank you so much! It worked perfectly ♡♡♡

[fervent spindle]

I need help. I purchased heart diamonds via Apple Pay on the app on mobile and I haven’t received my heart diamonds and they are at -130 and I tried to buy more to fix it cause I was charged twice and requested a refund for the additional charge and now I don’t have my hearts and I’m still at -130. Pls help

[swift tiger]

Does anyone else have an issue when trying to interact your cat? The menu display thing never shows up, even when I know he needs to eat. It’s working fine for my dog, but I also just got him so idk

[runic blade]

Whenever it happens its means its bugged. You can try opening build mode,saving and exit. If it wont make interact appear, you will need to change town

[last arrow]

I bought the blueprint/recipe for simplistic stove but I can not find it in my work bench( or recipe list) or my bag of items. what do I do? My town ID is 151399 and account ID is 41137384

I bought the blueprint/recipe for simplistic stove but I can not find it in my work bench( or recipe list) or my bag of items. what do I do? My town ID is 151399 and account ID is 41137384

[slate lantern]

Did u check ur mail and warehouse for the blueprint?

[ivory spade]

Hello I have received the same issue as the user above me, I achieved the archway from the event yet I still have the "building permit". I checked my mailbox, backpack and warehouse and have been having this issue for a while, it's only the archway and the rest of the other free craftable decorations is present. If I have lost it for good then I'll just accept it 🥹

My acc ID is 2cw86kh5

[slate lantern]

I believe it should be in ur build mode door category

Try checking in build mode hehe

[ivory spade]

OMG thank you so much! It's quite embarrassing for my part for not looking any further but I was in a moment of desperation, thank you! I appreciate your kindness and have a wonderful day

[slate lantern]

No worries I'm glad we got it resolved

[last arrow]

I checked my mail but do not know how to check my warehouse

[slate lantern]

U have to be close to ur home area to open ur warehouse~ warehouse is the one look like a house tab when u open ur backpack

[graceful marsh]

Go to your house and click this
The top one is your inventory
The bottom one is your warehouse
(You can only access it if you're around your house)

[last arrow]

I got it thank you so muck

[last arrow]

got it thanks

[brittle basalt]

I need help, I logged into my Steam account on my computer but when I tried to link it to my phone, there was no Steam option.

failure to link the account, The account is already linked.

That's what it says in the black bar.

[brazen leaf]

Im so confused why my stuff keeps disappearing in the terminal for the lab thingy cant remember the actual name

[autumn stratus]

anyone else having issues with the bug net wanting to just extend its shot on its own over and over? and just getting stuck and can’t move? it’s horrid today and i’m fighting thru for the rainbow weather.. nvm rainbow weather is gone

[brazen leaf]

Do the numbers at the bottom of the screen turn red when you were doing it? Cause if thats the case it might just be lagging

[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

[autumn stratus]

thank you so much

[woven hemlock]

You’re currently logged in to a Google Heartopia account. You can’t merge two different Heartopia accounts together — you’ll need to go back to your computer and log in to the steam version, then bind a different login there first. Then go back to the phone, log out of the Google login, and sign in using the alternate method you bound to your main Heartopia account

[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 membership 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]

try clicking ‘repairs’ on the start screen, looks like corrupt files

[woven hemlock]

Have you tried using the bird whistle to force them to change actions more often?

[woven hemlock]

can open a ticket with support, but the bubbles have always been able to spawn in impossible places

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.

[stiff parrot]

Its not there either

[runic blade]

Did you check mailbox any chance it got sent there? Also i would suggest to do edit a new blueprint and check if it appears in your furnitures

[stiff parrot]

Yes, I did. As I said, the chair has been gone for a while, but I just noticed its not in my inventory either. Maybe it disappeared cause I used the no-colition bug? But it shouldn't, i don't know. And sorry, I didnt' understand the blueprint thing, english is not myfirst language

[runic blade]

English is not my first language aswell lol. You can go in blueprint and click edit on any empty blueprints. It will show you an empty plot and you will be able to check in the furnitures section if it appears there

[brittle basalt]

Sorry, I don't think I understand. I have my Steam account logged in on the PC, and I'd like to bind my main account on my phone to Google.

[woven hemlock]

From what you’re telling me, you are currently logged in using Steam on PC, and you are logged in using Google on your phone, is that correct?

The screenshot that you showed earlier shows that you are logged in using Google on one of the devices. If the Steam login is already being used on your PC to log into an existing Heartopia account, you can’t use the same Steam login to bind to the Google account also, since it’s already attached to an existing Heartopia account

[south mauve]

I need some help getting my 2 large Fish Tanks, and 2 Large Vivariums. I have already put in 2 tickets and I have only gotten a recent mail. I have not received any of these at all as I have spent 800 Purple Stars for these. They are not in my storage or in my inventory. The shops for sure say that I have purchased them. The mail that I got I have only received 1 Sugar and it definitely mentioned to check my mail box. My other mail is literally 100-day reward. Here are screen shots!

[woven hemlock]

Do you have them unlocked in collections?

Can you go into build mode and try to search ‘tank’ / ‘vivarium’ and see if they appear as an option?

The people in this channel are players like yourself, so we can only help troubleshoot, not go into your account to fix anything

[static marsh]

hiiii! ok so i purchased heart diamonds from the website, but i accidentally sent them to my character on global instead of america, ive spoke to support already, they are unable to transfer them, i asked if i could refund them and they said they do not encourage refunds and the diamonds would be deducted, thats fine cause i havent spent them but im worried ill get a ban or something anyway haha, what do?

[runic blade]

Not ban but very much restricted like you wont be able to talk and you will have minus red hearts. Also some players couldnt plant flowers and play proprely

[brazen leaf]

Yeah they would definitely soft ban you

[woven hemlock]

That’s only if you go into negative balance

[static marsh]

i havent spent the hearts so they shouldnt minus?

[runic blade]

Nooo, its the refund itself

[woven hemlock]

Some players reported that they were deducted more hearts than they paid for

[runic blade]

Yeah all of my players reported that hense why i thought it would also give them minus hearts

[brazen leaf]

Which is so stupid if you havent spent them like why tf cant they refund you and see you didn't use them

[woven hemlock]

Its not the refund specifically that causes the consequences, but the negative heart balance

if you refunded but youre at a positive balance, you wouldnt get the consequences

[static marsh]

i have responded to support expaining i havent spent them so i guess ill wait, id rather them initiate a refund from their end to be honest, i am scared lmao

[woven hemlock]

We dont know if the extra deduction is on purpose or a system error

Ive never seen them initiate a refund from their side tbh

But you wont get banned either way

[brazen leaf]

I would screenshot that you didn't spend the hearts like log into the game and screenshot it for evidence

[static marsh]

yes i will do that, good idea

[brazen leaf]

And screenshot the section on your bank statement as well if it's specific on price/heart amount

That way your covered hopefully if they try and soft ban you like the others have reported

Would definitely try to get a date/time in there also

[south mauve]

Collection says I have them unlocked. Build mode says I don't own either of the 4.

[static marsh]

yea i can get a screeny with metadata showing or something

[brazen leaf]

Yeah if you cant tell im paranoid af with that stuff😂

[runic blade]

Did you try to place one of each down and exit build mode?

[static marsh]

same tbh haha

[woven hemlock]

Can you go back to the start screen and click ‘repairs’ in case its a matter of corrupt files?

Then check build mode again

[runic blade]

Ohh wait i just caught up, they only got 2 mail? Wheres all the maintenance mail and stuff? Maybe it got deleted by accident?

[woven hemlock]

The game will force you to claim items before it deletes mail

If it was in the mailbox, it wont show in collection yet unless they already had one before

[runic blade]

Ohh okay great, i never deleted anything so wasnt sure

[woven hemlock]

Mailbox = not your inventory, so items that are sent there first arent unlocked in collection

Yee

[brittle basalt]

So that account will be stuck on the PC forever, and I'll never be able to transfer it to my phone just because I linked it to Steam?

[south mauve]

I just repaired and tried both modes from blueprint and the plot I have down. It doesn't show anything in my mailbox, inventory, storage, and build mode.

[woven hemlock]

You can bind a different login method to it, but you can’t use the same Google login that you’re using on your phone

[woven hemlock]

Did you ever see it in your inventory in the past?

[south mauve]

no 🙁

[woven hemlock]

Can you use the 🔍 in build mode and search for the tank by name?

[south mauve]

I searched both tank and vivarium and nothing.

[woven hemlock]

You’re sure you didnt accidentally sell them to Albert or anything? Probably will need to contact the support center and see if they have an idea about where it is

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.

[south mauve]

That is the one thing I can't remember, but that could of happened. When I accidently selected it for a "submit" and it took it away from me.

[woven hemlock]

its easy to accidentally sell furniture without realizing

[south mauve]

Thank you for trying to help me! At this point, I just put in a 3rd ticket. See if they can help me even get them back. After the fact of most likely from submitting them into a quest. I've given up hope honestly lmao

[woven hemlock]

Make sure to check back on the tickets u already opened, the game doesnt notify you when they reply. It usually takes them ~24-48 hrs to respond

[south mauve]

I literally that before the 3rd ticket. They were saying the exact same thing! So i just made sure to add most of the screenshots that i showed you to them.

[merry stratus]

Yes, and they still only do the chirping and the cleaning feathers, but more often. I spent almost the last hour of today's rainbow trying to capture it and it only did those 2 actions, so no 5-star.

[runic blade]

Ohh thats normal, if you see in a time span of around 2mins the bird only clean feathers it means its not the right time

High level birds stretch at certain times

I also tried earlier it seems the time we got in the photos is wrong

I will need to test again to see the time i got it from but the photos are incorrect maybe its a night stretcher

[merry stratus]

So I need to take the pic at a certain time? I didn't know that. I capture it when I find them and then wait until they do the pose, which is easier with rainbow, because I know some birds only stretch under the rain.

[runic blade]

Some only stretch during rainbow too. These are the time i follow but cinnamon dove wouldnt stretch for me so it must be after 12pm for sure

( save to camera for better quality)

[merry stratus]

Thanks a lot for the guide, but checking it, I tried to take the pic at the right time. Because it was today, with rainbow at 12 pm until the rainbow ended at 1 pm in my country. So I still don't get it.

[runic blade]

Rainbow was 6am to 12pm in all servers unfortunately its not the same time as your local time

[bright sorrel]

Does anyone know where the clothing bubbles are?

[runic blade]

The time in the photos is a bit innaccurate. Yet to find when it stretch

[runic blade]

Which outfit? The newest?

[bright sorrel]

Yes the black and purple starred ones?

[bright sorrel]

Thank you so much

[vale moth]

Friendly reminder:
Update will least for 2 hours now. Please be patient

[hybrid tapir]

should be last, not least. just so you know ^-^

[vale moth]

No one can say, if it’s really finished in this time

[hybrid tapir]

ohhh. i thought you just used the wrong word. i understand now. my bad

i also hope you didn't take offense. i notice i said just so you know. and that can be taken rude. i meant it in a kind way, just in case the wrong word was used.

[vale moth]

It’s all okay

[quaint terrace]

Why is Arabic language is in letters only when we chat is difficult to read normally please fix that im asking u for the second time

[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.

[vale moth]

Friendly reminder:
Update will least for 1 hour and 30 minutes now. Please be patient

[small flint]

Does anyone know when the server is going to be up EST?

[faint vault]

Read the message above yours

[small flint]

I didn’t see that until I after I sent my message I’m sorry

[woven hemlock]

You can always check #patch-notes as well in the future! The times listed there are automatically converted to your timezone

[vale moth]

Friendly reminder:
Update will least for 1 hour and 10 minutes now. Please be patient

[patent ingot]

Level D.G 20, why does it appear like this?

[foggy wraith]

Have u finish all your quests? In your quest log

[runic blade]

Aka the memo

[ashen ibex]

No u r right they could say update will be ‘at least’/will last/has been going on for xx time now —not an English major/first language

[sudden dome]

I can't play by mobile phone now?

[foggy wraith]

-# cough* i havent take my coffee yet, i cant remember the name AAAAA

[foggy wraith]

The game server is currently undergoing maintenance and you are unable to log in at this time

Maintenance Period:

<t:1776891600:f>-<t:1776898800:f>

The time shown above corresponds to your local time

Maintenance Info: #patch-notes message

-# Please be patient!!!

[patent ingot]

Yes, the tasks are complete.

[runic blade]

Did you check memo or only the calendar icon?

[swift notch]

NOOOO

[patent ingot]

I didn't find anything

[runic blade]

In the watch, click memo and check for any story quests

Also check on map for any Orange markers

[woven hemlock]

when the game is back from maintenance, check the memo + map for any quests you havent completed

[runic blade]

-# thats what i just said except maintenance since its obvious its down

[woven hemlock]

yeah, i was mostly adding the maintenance part

Since its impossible for them to check rn

[undone hawk]

YO

[woven hemlock]

any answers they give arent going to be accurate

[runic blade]

-# i didnt think about that, true! nvm me

[cursive wolf]

Love maintenance on rainbow day...

[runic blade]

Rainbow is long gone

[woven hemlock]

-# Rainbow ended several hours before maintenance this time 🙂‍↕️

[cursive wolf]

But the bugs, birds & fish that come out for rainbow/sunny weather are still out aren't they?

[woven hemlock]

If they come out only for rainbow, then they stop when rainbow ends, they don’t stick around the entire day

If they come out for sunny weather, you don’t need to wait for rainbow to catch them

[vale moth]

Friendly reminder:
Update will least for 20 minutes now. Please be patient

Update is done. Enjoy the game

[sinful escarp]

so my friend is starting the game today- he keeps getting frozen on catching fish task (in the tutorial) is that a bug rn or

[foggy wraith]

Can you ask your friend to try/check this?

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

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

[sinful escarp]

he had a controller plugged in ty ❤️

[distant canopy]

Anyone know how I could contact Heartopia support team?

[woven hemlock]

Help! I need to contact customer support!

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

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

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

[winged siren]

I think the blueprint transfer to current lot is broken I’m sure I have all the materials and coins needed to transfer a blueprint but keeps saying not enough materials or coins so I’m building it directly from the blueprint in current lot to see

[woven hemlock]

does the gold cost currently say 0 for the blueprint?

[winged siren]

Come to think of it it did I mean I have 159k coins plenty branches and wood

[woven hemlock]

you know the checkmarks on the left side of the screen? can you click them unchecked/checked a few times? that should fix the screen and tell you what you're missing

if theres nothing missing even after that, you should be able to apply it successfully after

[winged siren]

Thanks I’ll try cause didn’t get very far rebuilding it on current lot

[quick hornet]

i’m still not able to access heartopia mobile and i think maintenance is supposed to be over? anyone else experiencing this issue?

[woven hemlock]

what specific error message do you get?

[opaque sparrow]

Does anyone else have a missing collectors box for the seasonal event thing?

[woven hemlock]

there's no collector's box this week next to the mailbox, looks like it was only for the previous few weeks

[quick hornet]

my internet connection is fine, and i’ve even tried switching from wifi to data, neither worked

[woven hemlock]

try clicking repairs on the start screen - this will redownload some files, so it will look like the game crashed. just reopen the game and let it download the files

if that doesn't resolve it, 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

[cosmic briar]

For some reason it is not allowing me to take a picture of Dorothees egg any one else having this problem

[woven hemlock]

@cosmic briar ^

[cosmic briar]

Ty

[hasty hornet]

So my friend switched their house to a new blueprint and their cds, music player, and metronome did not go into their inventory, and disappeared from the old blueprint? Is there anything we can do to recover her stuff? Her id: 92q7gfc (America)

[elder jay]

did they check on the their warehouse? if the bag is full, the items will be sent to warehouse

[upbeat cobalt]

So my account just got suspended for 3 days, I downloaded a mod and then when I got a warning I deleted it straight after but now a few days later and I got this, how can I appeal

[elder jay]

please do report direct to customer support regarding the issue

[upbeat cobalt]

Thank you I'm super upset atm thanks for the quick response

[foggy wraith]

Well.. using any third party app is prohibited and against the TOS.. which is why you’ll face consequences

[upbeat cobalt]

I deleted the mod straight after the warning so I have no idea why its suddenly just happened a few days after I got that warning

[foggy wraith]

Avoid using those will be the safest option

[foggy wraith]

Ahh i see, i guess they’re being strict

Goodluck with the appeal

Hopefully they’ll respond soonest

[upbeat cobalt]

Thank you, it's not fair at all since I did delete it on Sunday which was when I got the warning

[limber lily]

Help needed, Heartopia charged me for a purchase I didn’t make
Checked my bank account afterwork and Heartopia charged me for a transaction I did not make myself. The purchase happened while I was at work and my creditcard was charged.
Is there a way to file a ticket/refund request?

[hasty hornet]

Yeah they said they've checked their bag and their warehouse

[foggy wraith]

how about mail?

[sinful escarp]

anyone else have issues where even when u have graphics set to high everything is very low quality?

[gloomy wasp]

Has anyone else been struggling with the game lagging and also crashing?😩😭😭😭makes me SO mad lol

[woven hemlock]

did you ever make a purchase in the past? could check your bank statement to see if you were charged in the past. (as an example, sometimes apple groups different charges together and doesn't actually bill you for them until later)

alternatively, does anyone else have access to your account/card and might have made the purchase?

if neither of those turn out to not be the issue, and it's just a mysterious charge, you'll need to contact support for the billing issue

Help! I need to contact customer support!

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

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

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

[woven hemlock]

try rebooting the game, can also try clicking 'repairs' in case its a matter of corrupt files

[sinful escarp]

ive done the rebooting 100000 times.

[woven hemlock]

Help! My game keeps lagging!

it could be due to 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 servers 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
• can try turning off the ‘snow effects’ setting

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 c drive, 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.
  • (for all devices) you need about twice as much memory/ram as is recommended by the game, so that may be causing the crashes
• clear your device cache
• lower your graphics settings
• turn on memory optimization
• turn off snow effect
• 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
• (on PC) make sure your graphics card is up to date
• (on PC) try running the game as an administrator
• (on PC) if you have a firewall or antivirus, try putting heartopia as an exception/on the whitelist so that it can bypass

[distant canopy]

Made a ticket was showing up here but when I went back it wasn’t? Is this a glitch or do I need to redo my ticket ;-;

[foggy wraith]

nothing on "resolved" too?

[distant canopy]

Nope empty

[wet adder]

You can try to relogin and check again

[distant canopy]

I did that like 5 times ;-;

[wet adder]

Ops. That means it's something wrong on their side. Either it is bugged or they delete your report. I hope it's not the latter

[solemn aspen]

my book still won’t publish , and it’s a bug in the app or something bc i did everything i am supposed to do for that

[distant canopy]

I figured it out apparently had to click the headphones while it was loading turns out there’s all in there separate zones

[foggy wraith]

it takes time to review
it may take few minutes to few days

depending on the length of your content

[solemn aspen]

oh i see, it’s not super long tho maybe 5 pages

[wet adder]

Oh the headphones icon during loading? And where did you access this issue UI page which you shared us?

[graceful marsh]

@slate lantern

[delicate ocean]

heya guys, how would I know if the customer support already responded to me? is it via email?

[woven hemlock]

you need to go back to the support center to check the ticket you initially submitted, the response will be there in the ticket. the game does not notify you when the staff respond, so you'll need to manually check every so often

[distant canopy]

Settings > support and then headphones at bottom then click feedback record

[wet adder]

Oh ok. Here doesn't show you the issue. Ok, funny design they have

[distant canopy]

Very lol

[uneven elk]

hi, i'm having the same issue (suspended acc) but not sure because of what, but i can't report directly to customer support because the setting button is missing from the log in screen. are there any other way to reach customer support?

[candid harness]

hey hello, i need some help right now, can helper help me?

[faint terrace]

hi, does anyone knows if we ever gonna get a mac version of game?

[woven hemlock]

their support center is the only method to contact support directly / officially. the game usually gives you a pop up if it suspends the account, did you get any pop up when you log in?

[woven hemlock]

no idea, you'll need to ask the support center if you want to know

[uneven elk]

it's only like this for the pop up

[woven hemlock]

the game has detected something similar to an auto-clicker, cheat, or script running in your heartopia game. the game is really sensitive to third-party apps, so it most likely detected something on your device. unfortunately you'll need to wait out the ban before you can contact support

it's happened enough times to people who say they weren't using cheats/scripts that the game is probably falsely detecting something, but we're not sure what yet

[uneven elk]

i never use anything like that though😭 and the only app open when it happens is only steam chrome and heartopia, it also happened when i'm on a co-build and suddenly get kicked from the server

[woven hemlock]

hmmm. someone else just dm'd me saying they were also building when they were suspended for using cheats/scripts

hi dani

[slate lantern]

are they using macbook?

[slate lantern]

hellooo

[woven hemlock]

will go ask o7

[uneven elk]

it also banned me for 6 days that's why i'm confused

[timid field]

^ same for me

[woven hemlock]

if the game suspends you, it will do that yeah. what device do you play on?

[uneven elk]

i'm on my pc

[timid field]

got suspended right after I topped up

what do i dooo hahhahaa

[woven hemlock]

steam or taptap? trying to find any common factors that might be causing the suspension

[uneven elk]

i'm on steam

[safe onyx]

daang, i got the same problem too
just done daily this morning and suspended

[slate lantern]

and u were not using any macro/auto clicker for like piano and stuff right?

[uneven elk]

nope! never used any of those on heartopia

[timid field]

I'm also on pc, taptap tho not steam. don't use any macro/3rd party/scripts for gameplay. don't even play with the music in game LOL

[woven hemlock]

do you have any programs on your pc that (for example) automatically click your mouse to keep your computer on etc? anything that isn't necessarily specific to heartopia

[uneven elk]

none at all😭

[timid field]

besides razor (which is usually on default), then no.