technical-help

[woven hemlock]

what's razor?

[timid field]

Razer ** my keyboard

[woven hemlock]

ahhh gotcha, razer keyboard

thats the gaming keyboard right? or am i remembering the wrong one

i dont think controllers/keyboards are detected as cheats/scripts, usually they just cause bugs but not full on suspensions

[candid harness]

same here, im never using something like auto clicker , cheat , script every night this game running on my pc,laptop,tablet,phone, but why my account got blocked/banned? so sad

[timid field]

HAHAH sorry! yess gaming keyboard and mouse. it does have macro function on it but it's currently on default. I don't use macro on heartopia anyway. T_T

[candid harness]

i spend a lot of money :((

[uneven elk]

me too! T-T

[bold echo]

the game need u to touch the grass

[candid harness]

its almost got the STAR BIKE omg

[woven hemlock]

unfortunately spending money does not prevent you from being affected by cheat detections otherwise politicians would be able to buy their way out of trouble. which tbf i think they do anyways

hopefully we can find some common factors to narrow down what might be flagging the false positives

so that the devs can fix it

ares told me they were playing on their android tablet when they received the suspension notice, naoko plays on pc (taptap) and itziraa plays on pc (steam)

so its not device specific...

[candid harness]

im playing on steam tbh

[woven hemlock]

ares plays on multiple devices, so it is possible the game detected something from a different device and sent out the suspension whiel u were playing on the tablet incidentally

[safe onyx]

just got the ban, i was playing on pc(steam) and my gf on her phone
never use any of autoclicker etc

[timid field]

I have played the game on multiple pcs too tho, as well as my ipad.

[woven hemlock]

hmmm

[candid harness]

and yeah my wife account got banned too, my wife dont know anything about game, but why? lmao so funny

[woven hemlock]

hi dani

a lot of players getting suspension notices today

weird amount actually

[slate lantern]

we can only suggest rn, is to create a new account in game to access the customer support and asked about why ya'll got banned.

We going to monitor it rn if this is an ongoing issue

[candid harness]

my wife never play game before, only know heartopia she play rn

[slate lantern]

yess im going to forward it in the team since this is an unusual issue to happen in a day

[woven hemlock]

i think it's detecting something in their devices but can't figure out what

since it's all different

[timid field]

Thank you guyss T_T

[safe onyx]

ayee thankyou sm for this

[candid harness]

thanks guys appreciate it, need your help :((

[woven hemlock]

-# i was about to ping u dani to summon u back, but then u appeared on ur own

[slate lantern]

its a worrying situation haha xd

[woven hemlock]

yeah 4 cases in one day

[slate lantern]

I'll update if there anymore information about this or what we gonna do about it, for now we just wait patiently

and if u want to access the customer support that the only way for now~

[woven hemlock]

@candid harness @safe onyx @timid field @uneven elk can you guys share what time you received the suspension notice? (eg just now, one hour ago, etc)

[timid field]

was around 40~50mins ago

[safe onyx]

well uhh i dont know exactly, was doing daily like 4 hours ago
then my gf just told me that her account got suspended, and turns out mine too

[candid harness]

and hello fallingwish, my sisterinlaw got banned too btw hahaha

[slate lantern]

now that 6 people

[woven hemlock]

yeah thats a lot for one day

[slate lantern]

omg ur connections huhu

[woven hemlock]

does your SIL play on your device?

[candid harness]

nahh diff device were playin

[uneven elk]

it's about 54 min ago

[candid harness]

50 min ago i think

[woven hemlock]

around the same time too....

[candid harness]

and his bf got banned too @woven hemlock lmao

this is so funny, idk why

[woven hemlock]

also around the same time?

[candid harness]

yess

[slate lantern]

what were yall doing?

[candid harness]

working XD

[woven hemlock]

can i ask what phone your gf has? android or apple?

[elder jay]

what server are you guys at? are you guys playing in the same server?

[candid harness]

make some moniii, im at SEA server

[safe onyx]

android

[uneven elk]

SEA server!

[timid field]

SEA as well.

[safe onyx]

also yes sea server

[candid harness]

and yea my friend from thai, and phill got banned too, whats wrong with this game?

[woven hemlock]

2 people said they were building (ares + someone else), one said they logged in to check bc someone else said they were banned and discovered they were also banned

[slate lantern]

is this all sea server?

[woven hemlock]

so far, nobody with an apple device has come in with the issue, only android/pc

[timid field]

It was after I topped up went to stand at bus stop afk'd 3-4mins to get my delivery , came back and banned LOL

[candid harness]

i build my house only, look look this last photo i took 60min ago

[woven hemlock]

ares: android tablet, pc (steam)
naoko: pc (taptap)
itziraa: pc (steam)
averitia: pc (steam)
averitia's gf: android phone

cant remember if anyone else mentioned what they used

[candid harness]

@woven hemlock im playing at steam too

[woven hemlock]

taptap and steam? or just steam

[candid harness]

steam only

[woven hemlock]

fixed, ty!

[elder jay]

@woven hemlock may I suggest to collect their in game nickname too if you're going to report this to the staff?

[slate lantern]

i made it simple for now i have to clock out

https://discord.com/channels/1128257488375005215/1496799449979293767

ill update it later haha xd

[woven hemlock]

dani is on it o7 i am here trying to troubleshoot

[slate lantern]

If y'all can kindly guide them in the thread xd

[distant sage]

excuse me my sister account got suspended when i try to login on my android phone, how to unsuspend it??

[proud ingot]

corphus has been warned

Reason: Mass mention

[slate lantern]

U forgot about the mass mention xd

[elder jay]

daym I forget I can't mention lotsa people here...mb

[woven hemlock]

i'm careful about it now bc meow bot kept warning me when i first joined

meow bot hitting up my dms every day to scold me..

[elder jay]

I was about to mention peeps on your list so they're aware of the thread, now I got meowbot sliding to my DM

[woven hemlock]

meow bot was feeling left out

it wanted an @ too

[distant sage]

its all find in the morning, but at this time i try to log in and suddenly suspended till april 30

[woven hemlock]

Help! I was suspended for using a cheat/script, but I never used one!

We believe it may be an error, could you help us with some data collection so that the mods can report it to the devs?
https://discord.com/channels/1128257488375005215/1496799449979293767

assuming that the pop up says you were using a cheat/script, can report in that thread

[patent ingot]

Guide Quest: How do I complete it?

[elder jay]

pardon? what guide quest?

[woven hemlock]

(they're being helped in #gameplay-help currently)

[distant sage]

can i ask how long it gonna take to be unsuspended??

[woven hemlock]

it will be whatever it says on your game notice, unless the devs take action earlier. we don't know if they will, because we don't know what is causing the issue

[distant sage]

ohh okaayy, thankyouuu

[candid harness]

[supple adder]

my requests and the shop haven't been updated today

[woven hemlock]

do you live in america?

[supple adder]

no england but im on the american server, it usually updates by now

[supple adder]

^^

[woven hemlock]

reset is in 30 minutes, it hasn't reset yet

daylight savings pushed the time back by 1 hour

[slate lantern]

@woven hemlock update so the reason why there so many suspension happened its because the devs where working on suspending accs that actually use cheats/third party software

if they were wrongfully suspended only choice is to go to customer support

If they can't access the customer support they have to temporary create a new account and access the customer support through there

[woven hemlock]

gotcha, thank you~

[woven hemlock]

can they have a friend contact support for them, if they're unable to create a new account for whatever reason? or needs to be their own ticket?

[candid harness]

[slate lantern]

probably so as long as they have the correct UID and info needed~

[candid harness]

i already send the report to customer support, but still not have the answer

[woven hemlock]

need to give them time to answer, they go through a lot of tickets for various issues

they were responding to you previously

[candid harness]

hello @slate lantern what should i do now? just wait till blocked time done? or what?

[slate lantern]

what u can do is either wait for the customer service to respond or yeah sadly wait for ur block time to be over if its gonna take a long time

[zinc tide]

Helpp why does it crash suddenly

[woven hemlock]

do you have enough storage space on your device? the game usually needs twice as much as what it asks for when it downloads an update (eg if it is downloading a 2gb update, you'll need ~4 or 5gb free)

[inland spade]

I cant log in at all after the patch fix yesterday. Ive tried 4 different wifi spots and using full on data. It refuses to go past 39% and gives this message!

[candid harness]

@slate lantern lmao XD

so funny

[errant knot]

Have we gotten a fix so people can play using game pads on pc, or is the character going to continue to auto run left and cant be played.

[night bane]

hi guys how to gift red hearts to a friend im lvl 43 and with lvl 3 in friendship

[candid harness]

@slate lantern hello you there?

[slate lantern]

Yess but I'm about to sleep

[shrewd nexus]

Hello, i wanna ask, Is there a notification that will appear on the front page if we get banned?

bcs my gf cant log-in, it always said "can't match town"

[copper grail]

hey divas, where do I find customer support / make a ticket? suspended for scripts apparently so im very confused (found it dw <3)

[slim quarry]

If your account was banned it would specifically tell you so yes, the error you're describing does not appear account related.

[jolly edge]

Am I banned if I can't enter a town? I haven't received a pop up that shows account banned

Just stuck in this for the whole time

[runic blade]

No, can you try to click the windmill and choose any town there?

[stuck elm]

Does anyone know how banning works in this game? I’m not a frequent user but somewhere between 1:30am and 12pm my account was banned for use of cheats and I am so confused

[jolly edge]

Yea I tried it too, I can see who's online but can't join any town

[runic blade]

No, not friends town just any numbered town

Can you also try the wrench top right corner?

[jolly edge]

Yea same, I'll try and record

[runic blade]

The reason why you got a suspension all of a sudden, its because the devs where working on suspending accs that actually use cheats/third party software

if you were wrongfully suspended only choice is to go to customer support

If you can't access the customer support you have to temporary create a new account and access the customer support through there

[runic blade]

No need, hm it might be a optimization issue. Would you be up to try a vpn? The proton is free

[runic blade]

@stuck elm

[jolly edge]

I also can't create a town

[jolly edge]

How to do it?

[runic blade]

You wont be able to as we can only create once a week

@vale moth

[runic blade]

You go on app store or google and download the proton vpn and connect to anything ( people has easier luck with netherland or Canada) and sign in the game

If it works, you can delete the vpn

[stuck elm]

Thanks for the info. I wasn’t using any mods as i’m on mobile but I can wait to play i guess

[fresh pecan]

I'm not sure if it's a technical problem, but the roller coaster's loop is too big. Even though I try to get a very high start so the car goes fast, the moment it hits the loop, it stops halfway through and goes slowly because the loop is bigger than the launch ramp. Is there any plan to fix it or something to prevent the car from stopping mid-loop?

[runic blade]

Yeah it sounds like you got wrongfully suspended Please contact support

[fluid widget]

Hello how do i report it if i have been banned (never used cheats/script). i only play on my iphone TT

[jolly edge]

@runic blade this happened to me when I tried vpn using several countries T_T

[jolly edge]

Click the settings icon on the start page then below is support center

[runic blade]

Thats new, it shouldve worked. Is your wifi still on? You will need to test the other steps until fallingwish gets online and they could help you more

[elder jay]

this happened to me, but it was fixed by closing the game, clear my phone RAM, and restart game. clear app cache if problem persist

[elder jay]

hi, if your account gets wrongfully suspended for cheating but you feel like you never cheat, it is currently an ongoing issue and have been addressed to dev team. they're working on mass banning cheat users but some innocent accounts somehow gets affected.

you can tell customer support the details of your suspended account to get it re-checked. if you can't access customer support from your account, please use your friend's account to do the reporting.

information based on this message 🔽
#technical-help message

hi @runic blade, I'm sorry for tagging. are you in charge at this hour? in case you havent get any notice about current issue of incidental account suspension happening since +-3PM (UTC+7). you can refer to Dani's chat in #technical-help message

thank you

[runic blade]

#technical-help message yeah i answered someone earlier, i seen it in the thread this channel is in charge by everyone just turns out i try to help when fallingwish is offline, you can also be in charge lol. Thank youu for the information

This thread #1496799449979293767 message

[elder jay]

yea I dont know who usually online at this hour, it's our sleep time and I'm just passing by before going to bed

[elder jay]

ah yea, this thread exist too. okay then, thank you for helping peeps Molly, I'm goin to bed now. take care and stay hydrated

[runic blade]

Have a good night!

[lofty fulcrum]

Who can I talk to about changing my email to my Heartopia to a new one? My email was compromised and it was linked to my Heartopia account. I had to make a new one, I have no access to my old email anymore.

[hybrid trench]

Hello, can I unbind/ unlink my heartopia account? Its binding with my apple account and i want to unbind it . Thankyou

[runic blade]

The game currently doesn’t support unbinding or unlinking accounts. So you won’t be able to unbind it

You’ll need to delete the Heartopia account that you made to unlink them

[runic blade]

See above, we can't change the email unfortunately

[lofty fulcrum]

Okay thank you! So if the gmail gets deleted which is what were trying to do, get it disabled will it unbind itself? It won’t delete the Heartopia account correct I do have it bounded to my Apple account which is safe.

[tender violet]

When I pull out my tools theyre stuck on the mode where I'm like watering multiple plants for example. And it's fine with most of the tools they're still usable, but when I pull out my fishing rod It freezes my characters movement and I can't even cast it. I can't walk around without using a vehicle even after hopping out. Resetting position doesn't do anything and relogging in only helps until I pull out a tool again.

[runic blade]

I dont believe it will but i would suggest to contact support since your issue is a bit complicated 🙁

[runic blade]

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

[lofty fulcrum]

Okay thank you!

[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 or warehouse, and disappeared from the old blueprint? Is there anything we can do to recover her stuff? Her id: 92q7gfc (America)

[somber hazel]

has she checked her mail?

[steady ravine]

Nothing is working still can't log in

[loud ibex]

Hi, I play Heartopia on my PC (Steam). As soon as I enter the game, my character automatically starts walking to the left.
I’ve already removed all unnecessary USB devices. When I unplug my keyboard, the automatic walking stops.
Has anyone else had this problem and know of a solution?

I already disabled the HID-compliant consumer control device and HID-compliant game controller

[woven hemlock]

Did you try rebooting the game after disabling the HID items?

[loud ibex]

yes, I restarted my PC

[woven hemlock]

the error happens again when you reconnect the keyboard?

@loud ibex

[woven hemlock]

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

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

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

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

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

[loud ibex]

I reconnected it a few times now and its finally working. The auto run is gone 🙂

[glad hearth]

I can't seem to get rid of that red notification dot. I've scrolled and clicked all the options on the left side, the notification still there. I clicked the customer service and i have no pending case either.

[woven hemlock]

have you tried rebooting your game? usually it goes away on its own though, don't need to really worry about it

[split mantle]

Guys when I preview or read a book the spacing seems so weird. Is this a glitch/bug? It is not due to spacing or indents in settings, the spacing is just really off and I don’t know if it is just me or is because of some bug in game

[glad hearth]

Yeah, I exited the game 4x already

[woven hemlock]

can you show an example?

[split mantle]

Sorry had to censor some of the pics just in case my friend didn’t want their story shared and I am still writing mine so ya. But from these pics, it looks like some parts are normal spacing and then it will just show these huge gaps that I never had before in some other areas

[woven hemlock]

it looks like some of them are single spaced and some are double spaced, when you press make a new line, do you press enter by itself, or shift+enter etc?

you / your friend

[split mantle]

I just press enter and previously the books showed up single spaced (since I do have paragraph spacing enabled in settings) but now for some reason it’s been showing varying sizes and regardless of whether I turn the settings on or off, it still shows varying sizes (just smaller when it’s off and bigger when it’s on)

[woven hemlock]

could u go through and try to redo the new line? backspace the front of each paragraph and try making a new line again, see if that fixes it

[split mantle]

I did try before and I just tried again right now but it immediately does double space when I just press enter. Without entering, the sentences connect as if I never went to a new paragraph. I also tried with different paragraphs and lines and they all keep the varying spacings they have now 🥲 and I just pasted it into a new book and same thing. I feel like I have tried mostly everything and tried to wait it out for about a week and it still has been the same.

[weak cove]

Yeah I'm still struggling with that and still annoyed... :c is there ANY. Thing I can do with that?

[woven hemlock]

hmmm, i'm not sure what's causing the inconsistency then. i've only ever published one book and didn't have this issue, if nobody else here has an idea, can definitely reach out to support and see if they know what might be wrong

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]

unfortunately there's no way to guarantee being able to take cats on a walk, there isn't much we can offer if you've already tried the common suggestions. it's a known thing that some personalities are more impossible to take out than others

i'd suggest asking in #gameplay-help , since they're more knowleadgable about taking cats out, but even they will not have any guaranteed methods

[weak cove]

Okay thanks

[broken nymph]

Hi, recently my gmail got hacked and I can't enjoy the game anymore is there anyway I could do to play this game with my hacked gmail?

[mossy sigil]

My friend wants to play but she has an IMac computer, i've seen some people say they got heartopia to work on their Imacs but we can't figure out how

[faint apex]

i need my account unsuspended! how do i do that???

[north forge]

Hey guys I just made a purchase through the website it said payment complete but I haven’t gotten anything at all

[wooden spire]

I need to clean my pets but they are stuck "not in home range." (Always walking around in front of, instead of on, my property.)

[chilly heart]

How can I get my account unsuspended 😭😭 I didn’t do anything wrong

[woven hemlock]

Help! I was suspended for using a cheat/script, but I never used one!

If you believe you were suspended in error, please reach out to the devs so they can reverse the ban on your account.

The game unfortunately stops you from reaching out to support center directly once the suspension is in place, so you can either:

• temporarily create a new account using a separate log-in, then contact the staff, or
• have a trusted friend open a ticket and contact the staff on your behalf.
  Please provide support with your UID, as well as any other relevant information

Help! I need to contact customer support!

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

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

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

[chilly heart]

Does it still stop them going through even if I managed to click from the first loading screen. I’m able to see my ticket in feedback record

[woven hemlock]

you can try to make a ticket through there if you can access it

[woven hemlock]

when you stand in front of them to interact with them (eg to pet them), they will walk away from you a little to prepare for interaction. don't click on any of hte interaction options, just cancel out of it after they move away a little. you can take advantage of this to 'push' them back towards your plot so that you can wash them

[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]

Help! I was suspended for using a cheat/script, but I never used one!

If you believe you were suspended in error, please reach out to the devs so they can reverse the ban on your account.

The game unfortunately stops you from reaching out to support center directly once the suspension is in place, so you can either:

• temporarily create a new account using a separate log-in, then contact the staff, or
• have a trusted friend open a ticket and contact the staff on your behalf.
  Please provide support with your UID, as well as any other relevant information

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]

unfortunately there's no way to disconnect a login from your heartopia account without completing deleting the heartopia account. if you still have access to your heartopia account, you can bind a new login method (eg facebook) to your heartopia account and use that to log in from now on, but the gmail will still be bound/technically connected. if you don't have access to the hacked account and can't log in to heartopia, you can try reaching out to the staff to see if they can help

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.

[hollow vale]

i have the same issue

i worked hard to make sure my lines fit well on the page, when i revisit older books i wrote the layout is all broken now.

[sour idol]

Got this RED DOT and I went through all of the INFO's and still I am missing something here?

[foggy wraith]

oh, i having the same issue aaa, not sure why, i read through all the notices too xd

[tender violet]

ty!

[candid harness]

@slate lantern hello once again dani, there is no reply from the game center support hehe, they are dont care bout the players right? this issue, banning/blocking players like that , which never use any illegal thing?

[foggy wraith]

actually its kinda pointless to keep pinging mods here xd they cant really do anything as well , the devs and staffs are the one incharging the game functions
my advise is, best is to keep follow up the ticket you submitted

[graceful marsh]

Kamu nge-ping Dani a.k.a MOD, mereka cuman bilang kalau nge-ping mod tidak berguna
Karna mereka bukan developer game nya alias bukan yang buat game, jadi percuma anda nge-ping mod nya.
Kalau mau diselesaikan, bersabar aja. Tetap ikutin tiket yang anda kirim.
Mereka cuman membantu loh, tolong hargain.

-# deleting this after they read it

[broken nymph]

Ouhok thanks for the help.

[cerulean nexus]

Maaf kak. Apakah customer service yang disediakan tersebut tidak ada yg real time? Rasanya sangat rugi jika hanya menunggu balasan dari dev game yg ga ada solusi sama sekali selain nunggu. Kita sebagai spender merasa kecewa jika hal ini terjadi tanpa sebab dan pihak game hanya menutup mata 🙏🏻

[sour idol]

❓

[woven hemlock]

is it new bug starting from today? wonder if there is a news post that hasnt been released yet, but they already put it in the game

[foggy wraith]

i kinda notice it since ytd

so i think its a new bug huhu

[graceful marsh]

Maaf yah, tapi customer service juga butuh waktu untuk membalas semua tiket karena bukan hanya satu orang yang punya masalah ini. Solusi yang bisa diberikan hanya "menunggu dengan sabar". Dari pihak developer nya sudah mengatakan kalau saat ini mereka sedang menginvestigasi nya. Tidak ada hal yang bisa di selesaikan kalau di paksa buru-buru juga, tolong di pahami & di hargain 🙏🏻

[woven hemlock]

can you take a screenshot and send to the support center? they may have changed how they display books, maybe it affected it

Help! I need to contact customer support!

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

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

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

[woven hemlock]

oooo interesting, usually those red dots disappear on their own. if it doesn't disappear soon, we can report it to support haha, they're probably getting slammed with reports right now

[sour idol]

Ok I will keep an eye on it, but for 2 DAYS since the LAST update it is ON

[graceful marsh]

Just slammed all that stacks reports!

[slate lantern]

awww noo they caree , sadly we can't do anything if the cs already decided, only we can do is wait for ur suspension to end or follow up ur ticket

[magic crane]

Hello everyone

I'm having an issue with my old account and I need to contact the official technical support
Could someone please provide the official support link or the correct email for Heartopia?

[magic crane]

Thank you

[foggy wraith]

Just in case u cant get in your game
U can contact from login screen

[polar fulcrum]

Hello! I'm having an issue trying to make any purchase in the game, whenever I try to buy something it just says operation failed and order error ..

[humble jewel]

How do I get a refund

[graceful marsh]

Contact support, you can check the picture above

[woven hemlock]

it might be an issue with the game’s ability to stay connected to your network, can you try the network troubleshooting below and see if that helps you make the purchase successfully?

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

[polar fulcrum]

Ty! I'll try it out.

[brazen granite]

I am experiencing an issue with the cooking feature in Heartopia. It is quite disappointing because it results in wasted ingredients. Even after trying more than 10 times, the prompt or confirmation that the cooking process is successful does not appear.

Please look into this issue and provide a fix as soon as possible.

thank you very much

[woven hemlock]

devs/staff do not monitor this channel — to report a bug, please use their support center~
you may be experiencing some lag (ping shows as 130 at time of screenshot), does it turn red when you’re cooking? have you tried lowering your graphics settings so that your game isnt trying to render as many assets?

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.

[molten sandal]

hey, has anyone had issues with heartopia lately? mine’s been acting super weird since wednesday. the loading screen just froze halfway through and now the app size went down from 6gb to like 3gb? idk why

every time i try to open it it gets stuck at exactly 39%... the game center thing pops up, waits a bit and then says 'connection error'. it's just a loop at this point
ive tried literally everything:
reinstalled like 5 times
i have 30gb+ free space so thats not it
switched between wifi and data
restarted my router/phone
relogged into game center, tried a vpn and changing dns settings too
nothings working and i saw someone on discord with the same problem. does anyone know how to fix this or what else i can try?? ty

[brazen leaf]

Ive had it stop at 39% before when downloading an update but usually if i close the app and re open its fine...um

[tranquil tusk]

I had this issue as well but only when I visit a town in the login screen at like 89% loading.

How I fixed it was logging in a different device like PC or Phone, and move further away from my house.

Then logging back in to previous device that was freezing.

Though I have froze before on just the loading screen before the town select button appears. Verifying integrity fixed it on another device I had.

[cerulean bloom]

hi guys i got banned how do i appeal a ticket?

[foggy wraith]

Account suspended for using cheats/scripts?

The devs are currently suspending players who use cheats, auto-clickers or any third-party applications.

If you have not used any of the above and your account was suspended, I’d advise contacting customer support so they can assist and investigate further.

If you’re unable to access the customer support button from the login page, you can try:

• Creating a new account and contacting support from there, as long as you remember your UID.
• ⁠Or you may ask your friend to contact support on your behalf.

Please note that you won’t receive a notification when cs replies, so make sure to check your ticket record regularly.

I know it’s frustrating but please do give them some time to respond, as they are likely handling a large number of tickets at the moment.

information from: #technical-help message

[brazen leaf]

Whats it saying you got banned for?

[cerulean sigil]

Guys it's back again. It won't let me in to the blueprint. 😩

[vagrant valve]

i want to take one of my cats to Mrs Joan to put it into boarding and its always saying its not interested in going out with me, how can i get it to follow me 😩

[runic blade]

You need to continue trying

1. Feed them
2. Bath them
3. Play with them once or twice
4. Pet them
5. Ask to go out
6. Ask to go out again
7. Pet again
8. Ask to go out

Continue this way till it agrees but take note. Energetic, unsociable or indifferent trait might not agree

[vagrant valve]

i did this order and my cat got puffed up and said "it needs some quiet time come back later" 😩 it's personality is energeric and indifferent so am i screwed haha

[runic blade]

Oh no! Is the cat unsociable or energetic?

[vagrant valve]

its energetic and indifferent (omg sorry i cant spell today lmao)

[runic blade]

Oh unfortunately those 2 traits are the worse. Players has yet to make them agree no way to force it other than wait till its not puffed up and ask them again( puff up goes away after 10 mins)

[restive edge]

My cat did the same when I adopted him. Then It became the best cat. It usually wants to go out on my head and never puffed again or anything. Only hearts

I have a problem. Why do I keep getting bugged and cant use two commands at the same time, aka move and do something else?

I Always have to restart but it keeps happening and its super annoying

[runic blade]

Yeah it depends the traits

[runic blade]

Any controller plugged in?

[restive edge]

Unsociable and slow ehehe

[restive edge]

I have no idea. Never happened before. Lately its happening

[runic blade]

Please show me when it hop on. Mine is level 10 and never agreed once.

[restive edge]

Today Is Just unplayable

[vagrant valve]

uuff that sucks, ive been trying for two days and this cat is stubborn as hell 😠

[prisma sapphire]

Hi idk where to ask this but I’ve followed announcement, official news, patch notes an redeem codes to my friends only server to keep up with the updates for the game but there not sending anything when there is new stuff being announced in those channels?

[idle relic]

A question about flower hybridization: does it happen faster and produce more seeds when hybridizing early flowers (specifically those of a particular 1 star flower)

I want the award for hybrid of daisy and pansy, so I'd like to know which one is more likely to give me more seeds.

[brazen leaf]

Thats not how the hybrid thing works....its based on color of one breed of flowers...

[idle relic]

I'm not referring to how to perform the hybridization, I'm asking about the probability.

I'm asking about the chances being higher if they are 1-star flowers.

[brazen leaf]

Oh um idk the exact numbers but i know if you get like 5? People to water your flowers you get a better chance of having the colors give you seeds

[chilly heart]

I had a response and they said I used cheats and won’t unsuspend me even though I haven’t used cheats so I’ve asked for proof.

[runic blade]

From my experience same rate. But if you want a color like example want sunglow when breeding purple. You will get lots of purple seed. The rate just gets longer when you need a color. It will keep giving you same color seed most times

[brazen leaf]

Yeah thats probably a good idea

[runic blade]

But i get same amount of seed from 1 star and 4 star aslong i dont mind colors

[errant grove]

is it possible to board these guys at all <//3 i've been trying for multiple days and they never agree to go out! i try playing, bathing, petting until bliss, is it impossible or something?

[winged trout]

Can someone help me with this? I’m on a IPad as I have been for 3 months playing this game only on my IPad and my WiFi is the same as always and working fine

[coral nymph]

Hi There: I was reached out to, via email, by [e-mail] for a possible content creator spot for Heartopia. I want to be sure this is not a scam before responding to it. If anyone is aware of this being a scam, please let me know.

[wraith perch]

has anyone else's game been crashing since the update this week ? (pc/steam) i haven't experienced any lag or crashes before yesterday and now it is doing it pretty consistently when i'm just doing normal stuff like cooking or pulling out my bird scanner

[wraith perch]

i spent a good 5 days trying to board my indifferent/unsocialable cat - one day i asked basically every 15 min for 5 hours straight - he finally decided to get on after i

• pet him to bliss
• fully fed him
• trained fully
• fed the energy food

[silver dome]

after the update my game wouldnt open properly (just black screen) and i had to fix the files through the steam, then it worked just fine!!

oh my god i mispelled that message so much im so sorry

[winged trout]

Moderators PLEASE someone help me I don’t understand why this has been going on for a hour I’ve got all the updates on both the game and my IPad that I’ve always played it on

[wraith perch]

if this is a network connection issue, have you tried forgetting your wifi and restarting your whole ipad and reconnecting to the wifi ?

[woven hemlock]

i haven't seen anyone else mention this email address in this server, your bet bet is to check with the mods using the bot @twin yacht to open a ticket with them, they can check for you

[woven hemlock]

dev/staff dont monitor this server, the mods here are server mods for mainting the server, not heartopia staff members.

have you tried clicking 'repairs' on the start screen, or verifying game files if you're playing through steam?

[winged trout]

I can’t get past the screen before seeing the login button and the repairs button so I can’t 😭

And it’s not through Steam it’s through the Apple App Store they got it as a app now 🙁

[wanton citrus]

Hello , has anyone had issues with deleting and redowload the game? my friend redownloaded the game went into the game all friend list was gone , some pets and all her blueprints, same account she used before

[cursive compass]

How do I contact support? My steam was unlinked from my account after a windows update. Now when logging in via steam it acts as if im new...

[foggy wraith]

Heyyoo
Can u try this first?

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

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

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

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

[sturdy turret]

@winged trout could you pin me if anyone tells the solution or you find something? I'm having the same issue on my PC but everything is fine on my mobile device even though they're connected to the same wifi

[narrow stirrup]

Hi

I luvvv this game

[cursive compass]

I tried each of those steps, and nothing worked.

I have a screenshot with an ID listed in the bottom left of the screen; Is that my UID?

Also how do I make a support ticket? Sorry for asking so many questions.

[foggy wraith]

In that case, u can try contacting support

[cursive compass]

Thank you! Last question, Is there a standard timeframe for issue resolution?

[foggy wraith]

Nope, it can be minutes to hours~

U wont be notified if they respond, so you have to keep checking your ticket record

Like every hour etc2

[cursive compass]

Thank you for your help!!

[foggy wraith]

Heyloo!
If you’re looking for a chat, we have #heartopia-only
If you’re looking for in-game help, we have #gameplay-help & #technical-help
If you want to find friends, we have #1420320496884387930

[cursive compass]

How do I check ticket record?

[arctic latch]

Hi! I need help with my top up issue.. I accidentally topped up but eventually transaction failed as per the game. But when I check on my gcash, it got credited. How can I get a refund on it? I didn't even get the heart amount..

[foggy wraith]

Refer to my photo above, most bottom picture

[foggy wraith]

By contacting support

[arctic latch]

Thanks!

[foggy wraith]

@slate lantern

[eager prawn]

Hello ive been having issues with my heartopia, i couldnt log in for the past 3 days and i was getting the network unavailable error, i tried some fixes written here and on reddit like turning off the internet and using a vpn those didnt work

The one way i got it working it by using my sister’s sim in my phone and user her mobile data to log in and switch to wifi when i got in the game, sadly i tried doing it today and now it wont work as well

[fervent night]

does heart Topia have a Support area?

[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.

[woven hemlock]

did you try all of the network tips again after it stopped working this time?
going to add our usual network troubleshooting below, in case there’s anything you havent tried yet:

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

[fervent night]

i hate when im visually impared ant the stupport page is hard to read cuz its is on such a light background i wish it was darkmode

[eager prawn]

The data worked again but idk why my sister can play on our wifi and i cant anymore, i used to be able to but 4 days ago it stopped letting me

[woven hemlock]

maybe try clicking ‘repairs’ and see if that helps, in case its a matter of corrupt files? tho in general the game isnt optimized well, so sometimes even if the devices are on the same network, the game might react differently. can also open a ticket with the support center and mention what did and didnt work, in case theres anything they can fix on their side

[lyric glacier]

if i had connection issues:

• i dont use wifi
• my mobile data is preferred 5G
• 100% cellular data mode
• i might've reached the FUP (fair usage policy) limit
• no VPNs, i am too broke to afford one
• maybe DNS could help

[molten sandal]

hang on, I think we're having the same problem 😭 if you get it sorted, let me know! I've already got in touch with support and they asked me to do a screen recording if the advice they gave me didn't work at all. I don't get why they're asking you for mobile data when it's supposed to work on your home network ... it's their fault, you should contact them

[woven hemlock]

ProtonVPN is one commonly used by players here, there is a free version that you can try

[lyric glacier]

yea the ping is completely unstable

[lyric glacier]

i tried vpn and got worse consistent ping

[fervent night]

can i staff member hit me up please

[woven hemlock]

what location do you have it set as? Try switching it to another location, I’ve heard people had good results with Singapore / Canada. Can pick a location that’s close to the server you play on

[lyric glacier]

america

[woven hemlock]

Devs/staff dont monitor this channel, you’ll need to contact customer support if it’s related to the game.

Help! I need to contact customer support!

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

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

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

[woven hemlock]

Try switching to Canada and see if that helps with ping

[lyric glacier]

it took me to netherlands

[woven hemlock]

Can try playing and see if the ping is better

[lyric glacier]

nope still above 300 ping

[woven hemlock]

try switching to singapore?

[lyric glacier]

now it took me to canada free#5 server

[woven hemlock]

Im not super familiar with proton so not sure what that means 😔

[lyric glacier]

it still gave me high but stable ping around 500-560 😔

[woven hemlock]

😔 might need to jump around to other locations and see if any of them get you better ping them, or can try DNS instead, one of the helpers here usually recommends warp 1.1.1.1

[fervent night]

i have tried all sorts of ways to get support for this game and its one thing or another that is happening and the last one just totally ticked me off the support page gave me a virus that took forver to get it removved so now i just want to talk to a person please

[lyric glacier]

i got sent to mexico in vpn

[woven hemlock]

what support page did you use?

[fervent night]

a friend sent me the page from inside the game like the link because the other stuff wasn't working and then we both had to spend like 30 minutes to get the virus off

so don't trust the in game support thing

[woven hemlock]

the support center is the only official place to contact a staff member from, you can open a ticket using @twin yacht and explain your situation to see if the server mods here can get you in contact with the staff members, or at least let them know about what happened with the virus so they can look into it

[woven hemlock]

Did the ping improve?

[lyric glacier]

nvm i disconnected it and moved to japan fastest server

[lyric glacier]

@slate lantern

[hybrid fulcrum]

why is the game lagging and freezing, i have perfectly good wifi and I also resorted to using data but its still really laggy

[brazen leaf]

Ive noticed if i join basically empty servers its not as bad

[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

[karmic jungle]

Henlo, anyone trouble logging in to the game?, i'm stuck on entering a new town on the loading screen

[proven plank]

Hello, good day! I need clarification on something regarding the upcoming building competition. Is glitching while building is allowed?

[hidden atlas]

hello, is there really no other weather or time inside island other than sunny/morning?

[somber hazel]

yeap unfortunately

[oak widget]

Can I bind both my iPad and iPhone to Hato? Pls ping me :> Thankie

[somber hazel]

if you use the same login

[analog crystal]

Help me i bought heart diamond into wrong account

[frank drum]

U need to write a support ticket but i guess if they gone they are gone..

[somber hazel]

if you get refund which is not recommended u might get negative heart diamond and blocked features in game
Or I guess get a refund via wrong acc and don’t use it

[wild parcel]

The bird watching skill glitched and never gave me any binoculars or the scanners seems like I’m stuck and can’t move forward with that I hope eventually as I complete daily quests it’ll reset and give me what’s needed to complete the bird watching skill

[somber hazel]

Did you submit hobby ticket? To Bailey *

[wild parcel]

Yes but afterwards it made me go into a bird watching event then I never got the equipment

[somber hazel]

Did you check your tool bag?

[clever flame]

Help my girlfriend heartopia app still havent got the update.

[wild parcel]

I checked my tool bag and it’s not there

[somber hazel]

report to customer support with screenshots

[somber hazel]

builder update?

[clever flame]

Oh i see. Thanks!

[vague jolt]

hello, just want to ask if anyone is also experiencing this to their sewn cloths? i painted the pattern for this but it's all white on my end but my friends can see it:

[heady fulcrum]

help

[scenic knoll]

The seagull just didn't want to be identified? And it also wasn't afraid of me, even if I wasn't camouflaged?

[graceful marsh]

If you don't see the bird's name, it will become invalid card.

It should have another square in the middle and the bird name to make it valid

[shadow flax]

em

[scenic knoll]

Yeah, but the problem was that even if I moved farther, closer, or changed my angle, the name didn't want to pop up. I dunno if the bird glitched out or something.

[graceful marsh]

Currently the birds are bugging, it could be one of the reasons it's broken

[scenic knoll]

Ahhh, kk.

[analog jay]

please can someone help me with building my roller coaster, i been tryin for days and i keep getting stuck trying to connect it

[hearty flint]

So i have a question, my friends want me to be in there building team and they see the icon but i dont ive updated and restarted three times and still nothing is showing

[somber hazel]

you need level 12 and 1500 points in home evaluation

[hearty flint]

Ohh okay how do i see how many i have??

[somber hazel]

tab>DG>top right ( 3rd one)

[hearty flint]

Thank you so much!

[faint hollow]

I haven't been able to get into the game. Help.

Im using Steam.

[radiant mortar]

Hi, about the building contest, I created a team and my bf just did his home evaluation and will get it next week exactly when the creation phase start, will he be able to join my team anyway and if not how can we do to still build together?🙏🏻

[somber hazel]

if he hits 1500 he will be able to join , creation phase starts 2nd may but you still can join until 16 may

@umbral coral

[runic blade]

Try these steps

[gilded galleon]

The update is not working for me why

[runic blade]

Need dg level 12 and 1 500 point in house evaluation

[wintry yacht]

Im trying to play heartopia on my Surface Pro 11th edition Im able to get threw the "Heartopia" jingle and after it freezes on the loading screen before the main menu then crashes Does anyone know a fix for this so i can play?

[gilded galleon]

ok Now I know why because I have just 1293 point But I don't understand what is level 12 to

[somber hazel]

you need more points , when you check DG in your tab it tells you your level

[gilded galleon]

oh ok tyy

[woven hemlock]

-# is this our latest copy paste information

[quasi coral]

I started playing on my phone but when I tried playing on my laptop it started a new save under the same email address I was using in my current game. Facebook is not an option and I dont use Apple. I tried binding to my steam on my phone. It says "Bind" but when I enter my info it says "Bind failed. Account is already bound." So I have no way to play my actual save on my laptop.

[woven hemlock]

@umbral coral mr beast is knocking again

[umbral coral]

mr beast needs to rest atp

[lofty grove]

I need to report something to game feedback but that doesn’t seem to be a channel option

[woven hemlock]

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

[wild parcel]

Ok I’ll do that next time thanks I did read online that if u do a lot of daily quests it’ll fix it I didn’t have much time to play

[woven hemlock]

oh geez

@umbral coral come back theres three mr beasts

@somber rose theres 3 mr beasts…

[crimson cargo]

Tell me about it, I been pinging mods that are online, but ig they haven’t noticed

[woven hemlock]

were running out of mods to ping 😂

[umbral coral]

so sorry i was doing the dishes 😭
issue resolved, thank you

[crimson cargo]

One more Mr. Beast here

[umbral coral]

fiyuu there we go

[crimson cargo]

Thank you Greyf! W trial mod

[umbral coral]

thank you to yall as well for tagging

[crimson cargo]

Everyone in #heartopia-only was talking about it but not pinging, me and Fallingwish know what’s up at least

[umbral coral]

left a notice, thank you once again

[desert sapphire]

@somber rose can I get help with getting a friend unbanned, they were hacked and retrieved their account back

[hard cedar]

is there an appeal process for suspensions?

[somber rose]

If your friend was suspended by mistake, please tell them to reach out to the Customer Service so they can better review the case.
If the ban stopped your friend from login, they can temporarily create a new account using a separate log-in to contact Customer Service.
Please remember to provide support the UID, along with any other relevant information.

[vagrant herald]

Is anyone having trouble launching the game, or just me? Both on PC via Steam and on my phone... When I click Start on the home screen, nothing happens... Can anyone help me?

[normal sun]

Anyone else on PC with Keyboard also getting the weird affect where its like your holding the Use button despite not doing so? i wouldnt mind it with sowing and watering, but it gets frustrating when using tools

[runic blade]

Any controller plugged in or bluetooth on?

[runic blade]

If it happens on both devices might be worth to restart your router

[normal sun]

yes, but neither controllers are on...

[woven hemlock]

they need to be completely unplugged/disconnected, not just turned off

[woven hemlock]

do you get any sort of error, or you click start and nothing happens for both devices?

[woven hemlock]

Help! I was suspended for using a cheat/script, but I never used one!

If you believe you were suspended in error, please reach out to the devs so they can reverse the ban on your account.

The game unfortunately stops you from reaching out to support center directly once the suspension is in place, so you can either:

• temporarily create a new account using a separate log-in, then contact the staff, or
• have a trusted friend open a ticket and contact the staff on your behalf.
  Please provide support with your UID, as well as any other relevant information

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.

[normal sun]

...that is ridiculous... why would bluetooth even affect the game? (it worked btw)

[woven hemlock]

game is really sensitive to controllers (or anything similar) despite being not controller-supported

we theorized there might be code in the game for controller support that they were working on before but didn't complete? not confirmed though

[sharp charm]

does anyone know if i contact support with my uid if they could fix my steam binding

i checked my regions and my email and all that but its still giving me a brand new account and google id when i log in through steam

[sage crest]

Hi, can you please tell me why I still can’t have access to the beaver cup challenge ? (I live in France but i play on SEA serv)

[woven hemlock]

steam login is different from email login, what login method did you use when you made your original account?

[woven hemlock]

you need to be DG level 12 and have earned at least 1,500 points in house evaluation

[sage crest]

Im DG 38, and i didn’t know about the evaluation that might be why. Thanks I will check !

I just submitted but It will be updated in 5 days, no other way to get it ? 😭😭😭

[sharp charm]

it was google on mobile

[woven hemlock]

do you have multiple google accounts?

[sharp charm]

my steam and the mobile googles are different but i double checked to see what the original one was under and it signed it in but its giving me two different google ids anyways

[woven hemlock]

when you're logging in through steam, are you clicking google to login like you are on mobile?

[sharp charm]

yes

[woven hemlock]

going to post the usual troubleshooting we give people below, just in case there's anything on here that you haven't tried yet, but you can contact support to see if they can figure out what's the difference between the two accounts (eg if one of them is actually logging in with a different account than expected, etc). if it's making a new account, then there must be something different (eg wrong sign-in, wrong server, etc)

Help! I need to contact customer support!

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

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

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

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

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

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

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

[sharp charm]

alrightt thank you

[faint wigeon]

Need a quick discussion around slanderous callous accusations. thank you if someone could reach out it would be very helpful. Thank you again.

[woven hemlock]

if it's a server issue, please contact the mods using the bot @twin yacht . if it's in the game, please use the support center in the game. (staff/devs dont monitor this channel)

Help! I need to contact customer support!

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

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

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

i would reach out to customer support in the game if possible, or to a mod using the bot @twin yacht if you don't have the game anymore. explain the situation to them to see if they can forward it to a staff member, since it's related to a 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.

[median stone]

So ive been trying to get the seagull souvenir or collectors item, and ive noticed when im in a groove of getting them ill get a message saying bird info card limit reached. I assume they did this so people wont spam scan the robins at baileys but I'm finding it frustating that when im in the mood to scan seagulls it like limits me

[faint wigeon]

Would you be able to clarify whether a formal cease-and-desist request related to chat harassment should be handled through Support, or reported here as well?

I’m asking because these conversations are likely occurring in both Discord and in-game, and I want to ensure I submit this through the correct channels.

I have already submitted that in game report using the provided information from the previous response.

I am happy to speak with an actual rep as well in order to get this resolved in a timely manner.

[woven hemlock]

The mods here are a separate team than the actual game devs/staff, so if you have proof of it happening in both places, i think its okay to submit in both. if its a cease and desist towards another player, im not sure what heartopia staff or the mods can do about that, but i think thats something to figure out with them

You’ll need to open modmail to speak to a mod, everyone else here is a player of the game

[night jungle]

Hi, sorry, the new Castor update isn't showing up in my game and I don't know why.

[karmic sable]

Any idea why when you go to edit a blueprint on your island you just freefall under the island?

[night jungle]

that ?

[somber hazel]

builder challenge?
make sure ur level 12 with 1500 points in home evaluation

[night jungle]

I'm level 19, but where do I see the information about my house?

[somber hazel]

tab> DG> top right (3rd one)

[night jungle]

??

where ?

[woven hemlock]

click the watch, then the DG member tab (first one usually), then click the far right tab in the upper right corner

[woven hemlock]

yes

you're currently at 1,163 points, need to achieve 1,500 in order to particpate in the challenge

[plush sail]

will heartopia ever get fixed for arm based devices? it was working fine before but since a month ago its been broken

[woven hemlock]

id suggest sending them feedback directly in the support center if something was previously working and no longer is, theyre the only one who can really answer 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.

[main nebula]

how do you get into contact with customer service if you cant access the game (suspension)?

[silk plank]

guys if I already have the gamg junion pass and one of my friends gifts me the same pass will the gifted one activate after my pass is over? or will it go to waste?

[somber hazel]

create a new account to contact them

[cosmic lion]

XD revolving door?

[rapid cipher]

I have never used any cheating programs or hacks of any kind.

[slim locust]

what is the reason why the roller coaster stops mid ride (back to the start)?

[graceful marsh]

Help! I was suspended for using a cheat/script, but I never used one!

If you believe you were suspended in error, please reach out to the devs so they can reverse the ban on your account.

The game unfortunately stops you from reaching out to support center directly once the suspension is in place, so you can either:

• temporarily create a new account using a separate log-in, then contact the staff, or
• have a trusted friend open a ticket and contact the staff on your behalf.
  Please provide support with your UID, as well as any other relevant information

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.

[foggy wraith]

Roller coaster FAQ

#1494059684867604480 message

[polar mulch]

hi i unlocked the recipe for my popcorn serving cart but it is not at the workbench. how do i get access to the recipe to build it? im unsure if i clicked on learn recipe or not and want to participate in the event

[foggy wraith]

Check your warehouse/mail/backpack if the recipe is there

[polar mulch]

it is still nowhere to be found

i found it! thank you

[scarlet halo]

hi i completed this request and it is not clearing as complete, please help 🙂 ... i made sure the required purchased flower seeds are in my bag

im not sure if it was because the game crashed while i was doing this request previously?

[woven hemlock]

You can stack memberships to extend the time, but you’ll need to manually activate it by clicking on the ticket and activating it. Or you can wait for your original membership to expire and then activate the ticket. The ticket will not activate by itself

[silk plank]

Ohh okayy thank you! 🙃

[woven hemlock]

can you show the seeds in your bag?

[brazen snow]

My character gets stuck when equipping the fishing pole. I can't move from this spot. Changing towns works, until I try to fish again. Changing tools afterwards does not help. And restarting the game only fixed it temporarily. "Rest position" just leaves me stuck in a new spot.

[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

[tame turret]

Hi, can someone help me?

I'm having trouble logging into the game, it says "not available in my region," even though I play on PC and mobile, and the game works fine on my phone. I can play it perfectly fine, but the PC gives me a region error.

[real vapor]

I need help. I'm not sure what to do I was testing the island terminal and trying to go into co-build, with a friend and every time I add them they fall off the map. I am hoping that that wont be a problem in the future with the Bever Cup Building Challenge.

[woven hemlock]

Do you play on steam or tap tap? Can I also ask what region you are from?

[tame turret]

I'm from Brazil, i play on steam

[somber hazel]

that’s not daisy , that’s dandelion

[astral badger]

Why everyone have build competition event button but I don't have it

[somber hazel]

Make sure your level 12 with atleast 1500 home evaluation points
U can submit home evaluation in tab/watch>DG>top right (3rd one)

[astral badger]

Currently i have 1265, if i submit home evaluation that take 5d 4h same with team build competition prep will last in 5d 4h utc +8 so after i got the points my friend can't invite me right? Bcs the preparation for team invite already end

[somber hazel]

You can join team anytime until may 16

[somber hazel]

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

[plucky forge]

i tried the wifi and aeroplane but nothing works

[somber hazel]

have you tried vpn?

[plucky forge]

unsure how to even access one so wouldn’t be applicable

[runic blade]

Its free, search Proton Vpn and connect to Netherland or Canada, etc

Whenever you get in game you can delete it

[night hamlet]

hello guys, i’m reaching out about my boyfriend’s banned account on Heartopia. it has been over two weeks already, and he still hasn’t received a proper response or resolution.

we really need an update on his case and for someone to review it as soon as possible so he can access the game again.

please let us know what is happening or if there is anything else needed from his side. we’d really appreciate a response.

thank you so much!

[dawn oak]

Does anyone know if you can transfer your account to another email?

[somber hazel]

you can’t

[dawn oak]

Omg

[somber hazel]

@umbral coral

@somber rose

[white steeple]

i was just wondering if i sent something on a friend as a gift and they have that already and they opened it

what would happen?

[somber hazel]

what gift you send?

[somber hazel]

if they open they can send back to sender unless it’s stackable like membership

[lone vortex]

I have a small suspicion this isn’t normal- soooo here’s a bug I found

[somber hazel]

you can report bug to ingame customer support

[tender summit]

l need help plz

I can't update the game

l dont know why!?

I can't get an update for the game.

[blazing prairie]

Pets still affect flower planting.

[dusk crystal]

I can’t get rid of the notification red dot, I’ve looked at everything it won’t go away

Nothing serious just very annoying for me and OCD

[foggy wraith]

i think its bugged, mine is like that too since few days ago

[dusk crystal]

Okay good to know it’s not just me, they will probably fix it in a bit then

[wet adder]

I have this too. But it doesn't bother me much because I won't see this again after login

[rocky inlet]

My game is stuttering, freezing, and/or crashing constantly lately, every time I try to play. making it nearly impossible for me to finish what I want to do in a day. Win10 PC, done repairs, verified file integrity in Steam, nothing connected except for the mouse and keyboard.

[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
  • if you play on PC, make sure you have space on your C drive, even if the game is installed elsewhere. the game passes information through the drive regardless of where it is installed
• 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

[woven hemlock]

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

Help! I need to contact customer support!

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

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

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

[woven hemlock]

Can you check whether you have enough space on your device? If you are playing on pc, make sure the space is on your C drive, the game passes information through that drive even if it is installed elsewhere

[woven hemlock]

Devs/staff don’t monitor this channel unfortunately, you’ll need to get in contact with the support team. How did he contact them?

[woven hemlock]

Interesting, I’ve definitely seen Brazil players, and there havent been many users reporting the same issue you could try uninstalling heartopia from steam and try downloading it using taptap instead, it’s the other launcher supported by heartopia

[tame turret]

ok i'll
Thanks

[autumn ledge]

hi, I have a question regarding the redeem codes. I redeemed like 10 one time and since then I haven't been able to redeem more, apparently I reached a limit? It was like 2 months ago and I still haven't been able to redeem any code, is this something that's common?

[woven hemlock]

Does it say “redeem limit reached”? It’s a limit on how many people can redeem a code, rather than a limit on how many codes a player can redeem.

Make sure you’re typing the code correctly, and check to see if the code was accidentally reposted from the past (has happened once), and then you can try again just in case it was a glitch

[autumn ledge]

Thank you so much 🫶 that's good to know

[brazen dawn]

Where do I go to report a bug in the game?

[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.

[brazen dawn]

Thank you so much!

[dapper sigil]

Same here

[woven hemlock]

Are you trying to redeem the one they just posted to socmed? I just tried it and it worked for me

@slate lantern spam link in suggestion channel

#suggestion message

[autumn ledge]

Yes! It wasn't working but I pressed the "fix" button as well and I was able to redeem just fine this time

[honest pecan]

hello,why don't I have the new icon after the update but it's still not there?, btw this is a screenshot from yesterday

[foggy wraith]

Are u at dg level 12 with 1.5k home evaluation points?

[honest pecan]

I'm 47 dg member

[foggy wraith]

Do u have 1.5k home evaluation points?

[honest pecan]

i forgot maybe like 1k-1.4k

[foggy wraith]

That’s the requirement that you need to meet.

[honest pecan]

ouhhhh that's why I don't have the new icon,tq so much.im not reading the requirement, tq againn

[worthy hornet]

I have a question about Beaver Building Event, do we need all 4 players to be Online during the building mode? so we can use their furnitures/building permits?

Like we all have different schedules, if one player is offline can we still use their stuff to build while they are gone?

[graceful marsh]

If you read the announcement, there's no detailed information about that. And this is the first building event we have.
You will know once the exhibition or the create phase arrives.
If you want further information bout it, you can try to ask the support center.
Cause mostly there are players here and the mods don't particularly answer these questions.

the event starts in 4 days, you will know it when it arrives

[dawn yarrow]

HELP!
HI, checking in again, does anybody know how to fix the mouse wheel not moving? It won't respond to my stylus pen, my touchscreen is dead so I can only use stylus

[woven hemlock]

The game isnt controller-supported, and is sensitive to anything that can be considered as one, including things like bluetooth devices and keyboards. A stylus pen counts as a controller in this case unfortunately, I can’t remember anyone who has gotten a stylus pen to work

If you’re trying to use a tablet like a Wacom, it wont work unfortunately (just read ur previous post)

[sharp grove]

Hello. Do the events get back again??? Since its in the collection?? I badly want the hair but the event ended

[dawn yarrow]

Thank you for the reply, I was worrying why it doesn't work...I guess I'll just have to wait for controller support

[dawn yarrow]

Mine's a Samsung but yeah it won't work

[woven hemlock]

Do you mean the gachas? They have not rerun gacha banners so far, even in the Chinese version (which released ~1year before the international version), so it is very unlikely they will do repeat gacha banners

If you mean the festival/fashionwave events, we do not know, as this is the first year they’ve released them

[sharp grove]

Yeahh the gachas :(((

[graceful marsh]

Only the devs know bout it

We're just anticipating and hoping it will come back

[woven hemlock]

All we can do is 🙏

[graceful marsh]

[crystal flare]

Has anyone experienced this when cooking? In 2nd round of cooking on the video, you can see how there's no heat indicator on the 3rd stove. This has been happening lately and idk why honestly. I even moved my stoves from a different place to see if it had anything to do with placement.

It's annoying bc I'm losing ingredients 🫠

[woven hemlock]

It looks like the third stove glitched when you were picking a recipe, you had to do it twice for that stove. Does that also happen the other time it bugs out?

[crystal flare]

This has happened multiple times in the past couple of days for me so I wanted to see if this was isolated or not.

[woven hemlock]

Haven’t had anyone else mention it in the past few days, no.

[warm apex]

My friend want to join beaver challenge, but she cannot join it, the icon did not appeared, idk what's wrong? She is dg 24

[royal charm]

My cat just walked through a wall. Not mad about it but figured someone should know 😂

[woven hemlock]

Help! Why can't I access the Beaver Cup Challenge?

You need to be DG level 12 and have earned at least 1,500 points in house evaluation

[woven hemlock]

That’s intentional, they can walk through furniture

[royal charm]

Ooooh okok I was like what the hekk. I was petting the cat outside my house and then it just.. disappeared inside 😂

[woven hemlock]

It was like No More Petting!!

[warm apex]

But she can enter the special room for building? And submit the home evaluation while waiting?

[woven hemlock]

What special room for building?

[thick cedar]

I need help, my game crashed when I bought the membership and now the payment is not reflected in the game, but my card was charged.

[somber hazel]

provide screenshots of your card being charged and evidence to customer support

[warm apex]

sory i mean this rule here, my friend only have like... 1200 point rn, and we cannot invite her in our team in this preparing phase, does she still have a chance to join our team if she like... build her town now, and get 1500 point in next week?

the special room i mean the exclusive island for building

[somber hazel]

Yeah if u reach 1500 points u can still join

[woven hemlock]

As long as she achieves the 1500 points before May 16th’s daily reset, yes! That gives her 2 chances to get her points up (this week + next week)

[somber hazel]

might have to submit before may 9 for the evaluation bcs they will only give u the points next reset

[woven hemlock]

As long as the points are achieved before that week’s reset, so may 2nd and may 9th are the two chances

if she fails the one on may 2nd, then she can try for may 9th

though tbh i feel like ive gotten the points for it friday night, let me check mine

ok the card says evaluation happens at daily reset, so maybe i was just awake really late that time

[karmic iris]

Do some people have like really high ping.. that go above and beyond

[worn musk]

Hi, can someone help me? If i open the app, it’s stuck on the menu.. i’ve tried reinstalling in etc..

[woven hemlock]

do you get any sort of error message?

[worn musk]

Nope

[woven hemlock]

occasionally happens to people when game’s signal is bad (game’s problem, not your network’s problem). if waiting it out doesnt work, can try these:

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

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

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

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

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

[woven hemlock]

Are you stuck on login menu or start menu?

[worn musk]

The start menu

[woven hemlock]

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

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

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

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

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

[worn musk]

Thank you! I will try that

[karmic iris]

we did try all that

[woven hemlock]

Including vpn?

[steel wolf]

Hi, for some reason I can’t see the new event/update in Heartopia but my sister has is

[steel wolf]

Omg thank you so much it was my home evaluation

[graceful marsh]

@slate lantern mr beast

[regal valve]

How do I use controller on Steam deck and xbox controller on iOS to play the game?

[woven hemlock]

The game is not controller-supported

[regal valve]

Will there be built-in controller support for steam deck?

[woven hemlock]

You’ll need to ask customer support, they have not made any official announcements about it

[regal valve]

I see. Do i have to perform it through the game?

[woven hemlock]

Yes

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.

[graceful marsh]

Check the post above on how to report it to support center

[karmic iris]

Yes including vpn

Vpn keeps it stable for a little while

[true aspen]

Umm this is just a problem I found but I made a team and I wanted to leave but when I press disband I can't bc it says I didn't make the team but when I want to make edits to the team it says I'm not part of the team and when I go to join others it says l am part of the team so idk what to do plsss help

This is for the beaver thing btw

[graceful marsh]

Have you tried the repair button and tried disbanding it again?

[cinder gulch]

The lag is unreal after update

[sturdy musk]

Legit mine keeps glitching or turning off

[ashen stag]

hi i have an issue where i sent invites for co-build team and the people i have invited say that there isn't a change once the accepted. However, if i try to resend it says they are part of a group

[somber hazel]

so there’s no one in your team rn?

[cinder gulch]

Yeah, like 2-3 second freezing each time.

[ashen stag]

i had one person but the other two couldn't join and i could not send invite. i had to leave and it appears to work only in person

[somber hazel]

hmm , maybe gotta need them to apply to your group instead by searching your uid

[vestal locust]

Hey i wanted to report an issue I've been having. Since yersteday, I want to play heartopia and when I enter a town, the loading screen freezes at 74% charge and it's stops there. I've uninstalled and installed again and it work, but now I wanted to enter heartopia and the same issue is happening and I had to do the whole process of uninstalling and installing again, BUT NOW IT DOESN'T WORK, it's still freezed

I was abled to enter a new town from the menu and it let me, but if I press Play button it freeze like the image I sent

[hearty pewter]

Have you tried tapping repair before launching?

[vestal locust]

Not yet, I've been having this issue on pc

[regal crag]

Hi, can i ask help here about gifting? I gifted my gf the blue misty riverside she recieved the mail but not the items.. Can i ask help?

[hearty pewter]

They need to claim it, then open the gift from their inventory

[regal crag]

How do they claim it? There should be a claim button and return button right? Or i just dont understand it 🙏

[hearty pewter]

They claim the mail, then the box goes to their backpack or warehouse, then they open it in their backpack

[regal crag]

Ok thank you much appreciated i will ask her to check her warehouse since it wasn't in her bag thank you 🙏

[brazen leaf]

Can anyone help me out im getting a network unavailable please check your network connection and tap confirm to retry...my wifi and stuff is fine and i was literally on like a few minutes ago

[vestal locust]

I just did this, and when I launch it again, I have the same problem

[brazen leaf]

Nvm i got it to work i just had to restart the device

[quasi whale]

has anyone been lagging out like crazy? my ping keeps jumping to 1k all the way to 4k

[woven hemlock]

ive seen more people complain about ping lately, but the game has always had issues with it. would highly recommend opening a ticket with customer support so that they can look into the issue as well, in case there is anything they can fix from their side

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

[signal drift]

When i bring out my fishing rod I can no longer move, I can click on things still but even removing the fishing rod, its just broke until i restart

[somber hazel]

#technical-help message

[snow atlas]

Mines glitching saying I’m in a team but I’m not ?

[somber hazel]

seems like a bug , have your tried restarting the game? or repair button at top right

[signal drift]

yeah if i restart it works until i do it again, and I didnt see the repair button, will try that! trhank you!

[tight oxide]

Will I get banned for switching between two accounts on one device?

[somber hazel]

no

[signal drift]

The repair did not fix sadly, I can also fish on my mobile device, only happening on PC

[somber hazel]

you can click here , i linked the solution : #technical-help message

[signal drift]

omg thank you, so sorry i didnt realize that was a link XD

[somber hazel]

no problem

[honest lagoon]

Hello guys i have an issue with the new event its not appearing on the screen even though, i did the repair thing before i entered the game, appreciate you all.

[runic blade]

See the Requirements

[urban thistle]

Hey !
How do I report a problem?
It’s been like 2 weeks since I don’t win the “order tickets”

Ps: I’m level 46

[somber hazel]

the order tickets are rare to
come by , to report a problem you can contact customer support in game

[urban thistle]

Tyyy

[cerulean bloom]

it’s happening to me

[woven hemlock]

try clicking repairs from the start screen. if that doesn't work, can try these and see if any help:

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

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

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

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

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

[keen wind]

I cant add anymore items on my island. My load shows 396990. What is the max load? I'm so sad I can't build anything more. I wasnt finished :{

[orchid wind]

Hello, my friend gifted me a Festival Voucher Pack, and she didnt know i got the $10.99, and now i tried to open. its says i already got it. need help the solution for it pls.

[woven hemlock]

once you unlock all the house plots, that’s the current maximum load (350k)

[woven hemlock]

you can save it for the next festival

[orchid wind]

Thank you ❤️

[vestal locust]

And if I'm on pc? I uninstalled and installed the game like 3 times already

[woven hemlock]

the repairs option is also on pc

the networking troubleshooting i posted can be done on pc as well

[vestal locust]

but I'm not having problems with the wifi, when I log in the town, the loading freeze at 74/77%, i tried manually joining a random town and it worked, but now it isn't

[woven hemlock]

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.

[vestal locust]

and the windows detects that the game is not working and it closes

[woven hemlock]

is the game crashing, or just stuck at loading?

those are two different things

[vestal locust]

stuck at loading

[woven hemlock]

then try the network troubleshooting steps first

[vestal locust]

alright, i'll try it now

alright, i restarted my router, i reach the home screen, press play and it got stucked again. I closed it again, open, but this time I manually search a random town and got in. I just hope i don't have this problem every single time i join the game

[merry eagle]

man they should not allow little kids to play like I was playing yesterday and one kid comes up to me and sends me a friend request when I accepted his friend request he said u know that and that then we started conversation then he hit with me how old are u remember I didn’t know he was kid I was chatting with him thinking he was mature then I replied I’m 26 haha and u he replied we can’t be friends I said ok I well can I ask the reason and she said she was 8 and I replied hmph well I didn’t meant to be your friend as well to be honest I was cooking in the first place and she comed to ME and sended friend request and that is not all like it happened me two times so yeah pretty harsh when someone comes up and starts interrogating u 😣 like u comed up to me and sended me friend request and aspect me to go along with ya

[oak widget]

How is this a technical issue?

[merry eagle]

idk

[woven hemlock]

just unfriend them and move on , block if you need to

the game has a suggested age already, but not all parents notice or care to follow

[ashen stag]

same issue. it is like they are stuck somewhere in between actually being part of team but not

and if i try to disband it says to transfer leadership

[woven hemlock]

do they have access to the build event? can they see the event button on the top bar etc?

[ashen stag]

yes and if they go to it looks like they are not part of the team. so if they press "create team" says part of team and if they try to apply it says the same thing

[woven hemlock]

can you have them switch towns to see if that helps? they could also try clicking 'repairs' on the start screen in case its a matter of corrupt files

basically the first option is forcing the town to reload information to see if it's just lagging, the second one is to see if it's a game file issue

[ashen stag]

different town, no but testing repair

^no in the sense of this going on for the past two days

[quasi phoenix]

how can i log in my mobile acct to PC?

[quasi phoenix]

i cant get thru this site so that i can log in my acct

[woven hemlock]

what do you use to login when on mobile? apple login, google login, facebook login, etc?

[quasi phoenix]

i tried everything :<

[woven hemlock]

you need to use the same thing that you use to log in with on your original device, unless you've binded other login methods to it

[quasi phoenix]

I am but i cant get tru that site

[woven hemlock]

@slate lantern @umbral coral speedrun who gets rid of mr beast the fastest, go

[woven hemlock]

can you try these and see if any of them fix it for you?

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

[quasi phoenix]

Got it now, i just changed my default browser to edge. Thank you!

[woven hemlock]

@slate lantern @umbral coral mr beast came back for another round

-# I MISREAD THAT GIF FOR A SECOND AND THOUGHT THE HAND WAS A CAT. AND THAT U WERE BOPPING ME ON THE HEAD

[nimble flower]

can someone help me? my scream its like this.
i already tried restart and repair too

[woven hemlock]

can you try teleporting to a new town? you can either:

• go back to login and try selecting a new town - don't click start, click the windmill icon and manually select a new town from the list, or
• go to your friend's list, find a friend who is online, teleport to their town

[nimble flower]

ok i will try :))

I did it! God bless youuu 😁😁😁

[onyx raptor]

Can someone assist? I have the achievements showing I have complete outfits for. Blossom encounter pink and timeless encounter tibbie However when I put on the outfits and check all my inventory places it acts like I do not have the hairs. Any suggestions on how to fix this? I have logged in and out 1 million times but the same problem. All my other completed outfits work fine.

[unreal scarab]

Having an issue with the fishing rod where pulling out a fishing rod completely freezes me I am unable to move. I cannot progress because of this.

Any suggestions?

[woven hemlock]

hair and facial details can be changed using any mirror - if you haven't bought one from bob's, you can build one on the workbench (joinery mirror) or use the ones on the second floor of dorothee's shop

[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

[onyx raptor]

That isn’t working. It acts l don’t own the style. Even when I change to any of my other completed outfits, everything is there except for those two.

[woven hemlock]

switching to a preset outfit doesn't change your hair, you have to go to a mirror to change that part

[ashen stag]

same issue even after seelcting repair

[woven hemlock]

they can reach out to customer support, hopefully the staff can figure out whats wrong

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.

[quartz basalt]

I don’t know if this goes here but with the last update, I lost my order ticket. I had one and then it disappeared before I could use it.

Since then, I’ve popped a LOT of the bubbles’ gacha thingies and none have given order tickets.

It’s like order tickets just ceased to exist in my game, I’ve given it some days to see if it would have a fix out and no luck 😕

[foggy wraith]

i opened 150 worth of eggs and i only gotten 2-3 tickets out of it
-# u can tell my luck from this^
ticket is one time use too

[quartz basalt]

I know they’re one time use, my issue is that I lost the one I had upon the update, I’m level 45, so not new to the tickets from bubbles, unfortunately

[woven hemlock]

i would check backpack, mailbox, and warehouse in that order - if you know for sure you didnt use it and still can't find it after that, can bring it up to customer support in case others have also encountered the same problem

[quartz basalt]

Yeah I wouldn’t have posted here normally, but it’s in none of those places 😕

[woven hemlock]

i havent heard of anyone else say their ticket just up and vanished, everyone else used theirs unknowningly in the order machine and thought it would still be in their inventory 😔 so yours is a new case, as far as anyone has reported in this channel so far

[foggy wraith]

same, first time hearing

maybe can just contact cs so they can check for you

[quartz basalt]

Alright, thank you

[jade cairn]

Hey so this is kind of a late question but was anyone else having an issue where no matter what angle you tried you could not get a picture of the egg on the roof? The one next to the furniture store I think

[foggy wraith]

#1489763070929535056 message

try this video^

[jade cairn]

🙁

[woven hemlock]

@slate lantern hewwo, would u like one (1) mr beast

o. would u like two (2) mr beasts

[analog fossil]

I started playing on pc using steam login, now i want to play on my tablet to and their no way to sign in using steam. How do i login on tablet using the same account?

[slate lantern]

u ordered 2

[woven hemlock]

you'll need to bind another login method to your heartopia account while you're logged in in steam. i wrote instructions on how to bind logins here: #1487682513445982288 message

[analog fossil]

I try this and it says am sign in, but i still can't play on tablet it want start a new game.

[woven hemlock]

when looking from steam, does it show your other login method as binded?

like this, underneath Google and Apple it says 'bound'

[stiff creek]

if i got a new phone and had to redownload the game would my stuff save?

[woven hemlock]

as long as you log in with the same login method (eg if you used facebook to login previously, you need to use facebook to login again), your characters and save file will still be there. the only thing that may be missing are photos from your photo album that were not starred

[analog fossil]

Steam is bound. When I try Google it says bind even after I do sigh in

[woven hemlock]

You’re trying to bind Google, but when you go back to the game, it says not bound right?

[analog fossil]

Yes

[woven hemlock]

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

⭐ Check your browser to see if your location is turned on + 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

[analog fossil]

Am using Chrome. Will when get off work

[winged rune]

Can anyone help, my game is stuck here

I am using wifi

[woven hemlock]

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

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

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

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

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

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

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

[analog fossil]

Still won't let me bind google to my steam account, so I can play on computer or tablet

[woven hemlock]

do you get any sort of error message when you try to bind your google?

[analog fossil]

First pic is what I get when I click bind. The second one is how it look before and after

[woven hemlock]

can you try clearing the cache in your browser and see if that helps? make sure location is turned on / popups are enabled / local network has access in the browser

if it still isnt working, try switching to a different browser

[languid coyote]

Hi ! Idk why but I am no longer getting the “order tickets” for the furniture/clothes kiosk is this bugged ?

[woven hemlock]

The drop rate for the tickets is really low, and they only come out of the capsules you get from daily quests. If you think you have a genuinely bugged drop rate, please reach out to the support center for confirmation~

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.

[languid coyote]

Oh Ty so much I thought we got them weekly ! I’ll keep an eye Ty !

[blissful olive]

Hi! I have trouble logging in. I did the clear cache, reboot my tablet, switching wifi, but none of them works. I can't play the game.

[runic blade]

Want to try a vpn just to see it lets you log in? You can then delete vpn if ever you get in. ( a free one is Proton Vpn)

[analog fossil]

okay did all this and try firefox and still no go

[fringe rover]

They said in patch notes on the 17th that they fixed the issue with pets affecting planting but it still won't let me plant where my pet is?

[dire bloom]

HELP!! Whenever I use my fishing rod it bugs. I wont be able to move if I use it and I need to restart to be able to move but when I use the rod again i have the same issues. please helppp i cant fish anymore

[brazen leaf]

Does it do that if you select say like the net first and then switch?

[dire bloom]

If i select the rod it will zoom out like im aiming it but im not, then i wont be able to move anymore. i can switch tools i can use everything even vehicles and drive but I wont be able to walk, to fix the issue i will restart but then i cant fish anymore

[brazen leaf]

No i mean like selecting one of the other tools first and then switching to the rod

[dire bloom]

yeah i can switch tools no problem with that, its just that when i use the rod i can no longer walk.

[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

[dire bloom]

thank you i will check if there were any connected

[hazy stream]

Hello! Can someone help or tell me how to unlock this popcorn serving cart? It seems I already got the recipe for it at Lvl. 1, but it still says 'Locked'. Is this a glitch??? How to fix this? 🥲

Thank you!!!!

[plain wadi]

you need to craft it at your crafting bench, can you check it?

[hazy stream]

I tried, but the recipe itself doesn't appear in the list.

[plain wadi]

check your inventory, warehouse, or mail box, you might not have learnt the recipe

[hazy stream]

I see! Thank you so much!!! 😭🙏🏽

[plain wadi]

no problems!

[rich lodge]

Guys, if I buy the Supreme Festival Pack at level 60, will I still get the 15 levels bonus (15 recurring rewards)?

[icy cloud]

explain?

[idle tendon]

They have super powers and going to save someone. :3

[umbral coral]

Game is glitching and cats are doing wonders 😭
you can go build mode in and out or change towns

[umbral coral]

And nope if you have already reached level 60 thats it, adding level bonus wont do much (maybe box rewards at the end but havent tried such thing so)

most you will get is premium pass gifts (chat bubble and so)

[blissful agate]

I'm not sure if this is the right place to ask this or not. I am trying to login to my account on mobile (I usually play PC through steam). It seems to have made two different account IDs even though I bound my google account on my computer and it said login successful. It still will only login with a separate account on mobile.

[wintry jolt]

Ummm just leaving this here bcs I didnt get to report this bug before it crashed 😭

[sullen quarry]

I just made a purchase on the game but didn’t get anything

[pure sail]

I can’t post things in bug report yet so I’m going to ask here, my car is rotating and I don’t know what, or why is happening. It still drives normal and I have a vid of it happening. Did anyone else experience this?

[foggy wraith]

yeah, theres people experiencing this bug as well

[mellow socket]

How i do the purple egg

[mellow socket]

Thanks

Grapes is the blueberry? Srry im am not really good in english

[soft wasp]

No, it is not. It's the fruit that you take from the bushes.

Grape is what you plant.

[mellow socket]

Oooh tkx, I confused grapes with blueberries because they look similar, but here we call grapes of "uva" 😄

[spare lichen]

um, guys. May i knoe where to refund in Hato?

[foggy wraith]

via customer support, however there'll be a risk where your diamonds will go negative if u request for a refund and you'll face restrictions

[spare lichen]

some ive heard they were negative if you refund through apple no? or is it the same through the game?

[woven hemlock]

devs/staff don't look in this channel and the bug report channel here is no longer in use, 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.

[zenith tide]

is the game laggy or what

[woven hemlock]

Tbh ive never had someone say they successfully refunded through customer support, so not sure under what circumstances they process refunds

[pulsar storm]

I'm on My tablet and it's very laggy

[spare lichen]

is it.. positive? ;;

[woven hemlock]

what do you mean positive?

[spare lichen]

like if I get my refund and I able to purchase the dias?

smth like that?

[zenith tide]

is it still lagging after the restart?

have you tried the repair button?

[pulsar storm]

Yes its still lagging and im not sure how that works

But the full rundown of my previous problems are these too

I keep having to close the game abn reopen it because Its supper laggy I can't aim with my tools during events and its lagging so much during driving, events, walking, cooking doing anything I can do I cannot do anything because its lagging. I was doing a Bee Sprite event just a few minutes ago and I t lagged so bad I couldn't jump, use my tools while jumping, I couldn't even use them while walking. All I could do was stop walking and used my tools while standing there.

[woven hemlock]

if you process a refund, the game may take more red gems than was purchased in the package. This can put you at a negative gem balance, which will cause consequences such as being unable to plant, unable to chat, unable to build, etc.

I haven’t heard of a player yet who successfully processed a refund through the customer support, most people had done it through their bank/card. if (for example) you’re getting a refund because you’re unhappy with the gacha items you received on the banner, the game already has a disclaimer that refunds are not given for banner pulls.

[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
  • if you play on PC, make sure you have space on your C drive, even if the game is installed elsewhere. the game passes information through the drive regardless of where it is installed
• 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

[reef locust]

I've been noticing this issue too, even on my PC which isn't underpowered. I think it's the new spring petal stuff because that was when I first noticed it, was the spring update. I'm also now noticing the cooking ui lagging with the latest ui update. First one starts no problem, then you go to start another one and I can click the "start cooking" button a good 3-5 times before it actually starts... I used to be able to cook on 4 stoves no problem, now I can only do 3 even with glitching...

Actually came here to ask if anyone has found a workaround on the cooking. I've tried turning down the graphics settings, my ping is 30-40, FPS stays at 50-60, I disconnected from my VPN, nothing.

[woven hemlock]

btw, the more glitches you do in a build, the more lag you can create in your game or for others

[pulsar storm]

Thank you imma try this now thank you

[spare lichen]

this is the only they responded with;;

[woven hemlock]

yeah thats why i said, ive never heard someone successfully refund through the game

[spare lichen]

oh dang

[eager prawn]

Baboo guys! Need belp with an issue still happening after an unannounced app store update popped up for me my game refuses to connect through wifi and needs me to connect via mobile data first then switch to wifi when its connected

This has been my workaround for a week now, sadly my sister didnt know how my issue started. She saw an unannounced app store update for ios last night and downloaded it, after doing so the same issue i got also happened to her. Maybe theres a hotfix for this?

[reef locust]

Just wanted to add that I did some experimenting and I think the issue is partially related to my plot load. I had wildflower tiles almost all over my entire plot. I tried making a blank blueprint with only stoves/popcorn stands on it and it seemed to work a lot better. I think the other half of the issue is, popcorn just seems to have a longer delay between starts than like the lettuce tacos. Popcorn also needs the heat adjusted sooner, so it seems harder to do in bulk. I tried doing my usual 4 jams all next to each-other on stoves and that worked just fine on the blank plot (I do struggle with them on my main plot though). I didn't save my plot to a blueprint before doing this so I can't go back and test it to 100% verify on my old plot until I rebuild it again, but I'm 90% sure this is the issue now.

[woven hemlock]

if you do more troubleshooting, feel free to keep us updated! id love more data so that we can recommend more suggestions/solutions for people in the future who are facing the same issues

[eager prawn]

Referring to the “Network unavailable..” glitch or issue thats been going around recently, ive seen it popping up more and more now

[woven hemlock]

When did the update happen?

[eager prawn]

Mine was around a week ago and my sister’s was last night

[woven hemlock]

The error message pops up frequently, its not an indication of any specific issue. The game’s optimization is poor, so it loses connection to networks frequently, which is an issue with the game and not with the strength of a network

That’s been the case since the game launched in January, and even during the beta before that

[eager prawn]

I see but me and my sister got to play hato til dg 1-28 without any issues

The only time it gave us that error was after that iOS app store update, it was 1gb and no announcements or anything

[woven hemlock]

Im trying to see if anyone else has had a random 1gb update this week, hang tight for a second.

The game can lose connection at random, just because you had good connection before doesn’t mean it will always be the case. If you cant use your wifi at all though, that’s a different issue

[eager prawn]

Thank you, but so far we use data to connect then when it goes through and lets us click the enter town play button thats when we switch to wifi. Our wifi works alr or normal tho.

[woven hemlock]

I see a few people mention lag after an update, not sure if it’s the same one you downloaded. The game does do smaller random updates for new content (eg the new gacha banners), not sure why you and your sister received them at different times though.

Sometimes they try to optimize the game during those small patches, but it might have affected how the game interacts with your wifi network. Switching to data and then back to wifi is one of our usual recommendations as a temporary fix, unfortunately we dont know of any permanent fixes. I’d recommend sending a ticket to support to let them know, to see if 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.

Here’s the other things we ask people to try, if you want to give them a shot and see if any of them work to get the wifi connected again

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

[eager prawn]

Alright, thank you im hoping the issue ir glitch goes away by itself but we’ll try to contact customer support and see if they have something we havent tried yet. Thanks for the help and my sister and I have tried the workarounds/fixes you mentioned and so far only the mobile data switch worked(i honestly wish the vpn one worked for us) but thank you again Wish!

[woven hemlock]

hope they can offer you another solution!

[crystal verge]

But whyyy. No idea what could possibly have resulted to this 😟😟😟

[woven hemlock]

the people in this channel are not game devs/staff, so we know as much as you do on what could have caused it. you can reach out to customer service directly

[crystal verge]

Okaayy

[proper rapids]

@woven hemlock hallo! My D.G.Level is 35. I was supposed to get that Green book to collect stamps, right? Well, i cannot see it anywhere in my backpack. 🙁 🤷🏻‍♂️

[woven hemlock]

hello! do you have the order machine unlocked, and did you place an order in the machine?

[proper rapids]

Oh. Ok. Will try that. Thank you! 😊

[woven hemlock]

those were questions, not suggestions haha

[proper rapids]

I know. My reply just meant, "no i haven't ordered it yet. I will try"

[woven hemlock]

if you havent placed an order yet, open you backpack, stay on the 'all' tab, and scroll all the way to the bottom. the order ticket should be a green card, somewhere at the very bottom. if you don't see one, you can go to the order machine and look to see if it lets you use a ticket to make an order. if it does, that means you have a ticket somewhere in your inventory. if it doesn't, check your mailbox to see if the ticket was sent there

[proper rapids]

I have already placed an order, twice. One for CatsPainting furniture. And one for a Duck-Float ring, furniture. I think i missed the Green-Book. ☺️🤷🏻‍♂️

[woven hemlock]

the order ticket is consumed upon use, so one order ticket = one order received. the game gives 2 for free (one to introduce the order machine, one as a reward for completing the order machine quest) -- after that, you get them randomly from the surprise gacha capsules that you get from daily quests (the description should now say that it has a chance to get order tickets). surprise gacha capsules from the events won't drop order tickets

[elder jay]

first 2 tickets are given for free (1 from unlocking the order feature, 1 from finishing the quest). after that you wont get it for free anymore, you'll get it from gacha eggs from completing daily requests.

[woven hemlock]

if you want to get the order ticket stamped, you can do so before placing an order. you'll be able to find it in your inventory in the 'all' tab that i mentioned earlier, and hold it. this will give others a chance to stamp it for you. if you get it fully stamped (4 people), it will halve the time it takes for the machine to arrive

[foggy wraith]

in short, ticket = stampbook

[proper rapids]

Ooh. Now i understand. Thank you very much FallingWish!

You work so hard. Best of luck and succes to you onward

[gusty mist]

How to do it

[woven hemlock]

no problem, feel free to stop by whenever you have other questions~

[woven hemlock]

complete quests for EXP, then go to your watch >> click the first tab (Developer's Guild), make sure you have enough gold if needed, and click 'upgrade' in the bottom right corner

[gusty mist]

So how can i do those

[graceful marsh]

If you have already done the daily quests for today, then wait until tomorrow

Cause you get 10 exp/quest

[woven hemlock]

those are the features you receive upon leveling up, not the quests. to see what quests you have, go back to the previous screen you showed, and click the other tabs to see what quests you have remaining.

you can also go to your map and check different NPCs to see if any of them have an orange check mark. sometimes, NPCs will offer a gossip quest, but it will only show up in the quest list once you talk to that NPC

[woven hemlock]

they should be able to upgrade to lvl 5 by end of first day

[graceful marsh]

No, they can't. They need to wait until tomorrow

[woven hemlock]

i thought they could

[gusty mist]

Oh i got it thx guys ❤️

[woven hemlock]

what lvl do they go up to on end of day 1?

[graceful marsh]

Level 4

[woven hemlock]

interesting, ok

[graceful marsh]

I went through the tutorial 4 times already

[woven hemlock]

i remembered it as lvl5 on day 1, but my memory isnt great so im prob just misremembering

[graceful marsh]

[wind radish]

Help! I gifted a festival pack of dreamlight cinematics for my boyfriend but he didn’t received the clothes and building materials like everything! Only the gift box what can I do?

[sleek fjord]

I shall send here too, maybe there's some technical ways to get rid of cat:

Please i cannot stand this anymore.

When i started the game, i adopted a cat. It's not unsociable, but something similar.

Im now further into the game, and wish to adopt another one (without giving my other cats away).

"not interested in this now" for a couple times and goes "need some quiet time for itself". Repeat. Even if before i try i trigger purring bliss or overjoyed. This cat refuses to leave and i've been trying for days, even missing out on cats i absolutely love from the shop.

Add cat carriers, idk, something for cats that refuses to leave, because this isnt a chill cozy game anymore, this is full on rage.

[woven hemlock]

please have him look in his backpack and warehouse for the festival voucher, he needs to manually activate it

[woven hemlock]

unfortunately there's no technical way to guarantee it to go out. if it constantly refuses to go out, i would suggest training the cat to raise your cat hobby level so that you can open up more cat slots at your home, sot that you can adopt other cats. you can keep asking it to go out, and yeet it into boarding the second it says yes

the only other thing we can really offer is to just keep trying 😔 even if you get the not interested/etc messages

[sleek fjord]

Already adopted other cats that i do not wish to replace, as those were chosen with care, unlike the first one
I cannot try much, bc the second she says no, i pet her and she puffs up for 10 minutes.

[woven hemlock]

unfortunately don't have any other suggestions then, cats are a lot harder to take out in general compared to dogs, and the personality traits make it almost impossible sometimes

[vagrant frigate]

Even I had unsocial and indifferent cat.. Keep bonding with em, till u reach lv 7up bonding level, i fed em, clean em and play wit em. The last, pet em until they give a pink love and overjoyed.. Then try to spam click asking go out..

If they still refuse feed the energy food until they get full.. Then spam click going out again

[vagrant frigate]

Try it.. I was like u feel desperated and frustrated coz they always refuse to go out

[sleek fjord]

[hasty forge]

Hello people my girlfriends dc got hacked but thankfully she took care of it and wrote an appeal she has her acc back and she changed her password but she said heartopia server banned her I wanted to ask if anyone could help or let me know what should she do to get unbanned?

[woven hemlock]

DM the bot @twin yacht to get in contact with a server mod

[nova bluff]

Anyone who has a fix for this? This is from Steam. T.T

[hasty forge]

Do I do that with chat with the bot or somewhere her in server?

[woven hemlock]

if you haven't used it before, just DM it with a random message to initiate access and follow the bot's instructions to connect with the Heartopia server, then you can send your message for the ticket

[hasty forge]

Oh okay should I do that or would it be better if I just gave these instructions to my girlfriend and she does it herself?

[woven hemlock]

she needs to be in the server in order to open a ticket, so if she is banned, you will likely need to communicate to the mods on her behalf

[hasty forge]

Oh alright thank you for letting helping me I appreciate it

[lament flume]

How to fix this?

Ive tried resetting my position many times

But im still stuck

And Ive tried rejoining the game too many times, still stuck.

[runic blade]

Its level 5. I did it on a new alt a few days ago. Even Jarhead sheet says 5 for day one

You messed something up

Not sure what but its level 5, day one.

[runic blade]

Go at main menu and click the repair top right

[runic blade]

Its level 5. I also tested it a few days ago and jarhead level sheet has 5 as day one

[graceful marsh]

Probably yeah, i was wrong.

[runic blade]

Aww it happens, so manyy things to remember

[graceful marsh]

Lol yeah, dementia is probably hitting me

[proven coral]

hi i have encountered an issue. i cant see my teammates...but my teammates can see me and got updates for the tokens

i have tried relog but nothing change

[gloomy ice]

anyone can't find the beaver event banner? i checked version update and there's none available which means my version is up to date right? but i cant find the beaver event on the right corner

[runic blade]

You need dg level 12 and house evaluation at 1500 points

[gloomy ice]

ah.... thanks lmao i only scored about 1300

[runic blade]

Add a bunch furnitures and if possible some fishes and insects in display. You should get the score this saturday

[gloomy ice]

yes i've been slacking on my building. its like the first house i made when i started the game and haven't upgrade it at all since then😂 thank you

[gloomy mortar]

How can i change binded gmail account?

[graceful marsh]

Unfortunately, you can't...

[rose root]

Do we know if there's ever any intent to be able to be able to move accounts across servers? I found out that I got auto-locked to the SEA server even though the Asia server is probably better suited, and I'm constantly struggling to remember the time difference between me and events.
It also kinda feels like there's a bit of a barrier between me and people I meet? (not just language) 🙁

[somber hazel]

nope not mentioned at all , the only thing you can do is start over in another server or get used to the time difference , the time you see in the game is already converted to your local time ( unless you have daylight savings) ! many players also have multiple characters in different servers too !

[brazen leaf]

Mm its actually not converted to my local time but I think thats cause of day light savings time or whatever

[woven hemlock]

Have you tried clicking repairs from the start screen?

[woven hemlock]

When you rejoin the game, do you just exit and then click start again? If you do that, the game will put you back in the exact same spot as before

To reset your position to the front of your house, you can teleport to a new town by either:

• go to your friend’s list and teleporting to a friend’s town, or
• go back to the start screen, click the windmill icon, and manually selecting a new town to join

[woven hemlock]

Essentially, it’s a unity crash error. Could be a couple of reasons, there hasn’t been a consistent reason for crashes. Can try again, if you get another crash from the same Unity error, can check out the below snd see if anything helps:

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

[timid zinc]

Helloo im in need of some help please, I wanna gift draws to someones for the whimsical castle, which vouchers do I buy?

[fervent dew]

This has been happening for a week or more. The game won’t load on my phones data unless I’m connected to WiFi. I can’t even get to the start screen. My other games and apps work perfectly fine. I’ve never had this issue before since the game has been out until recently. So I don’t understand what the problem is. I’ve tried everything from uninstalling it to trying to use a VPN. Nothing works. Does anyone have any suggestions?

[faint vault]

@somber rose Mr.Beast hits again

nvm lol

[eager prawn]

This happened to me and my sister as well alongside the switch or change of the losding screen just like yours

[woven hemlock]

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

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

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

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

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

[fervent dew]

I’ve already seen that. Nothing works. Trying to play on my phone data without being connected to WiFi. Never had an issue until now

[fervent dew]

I’ve tried everything. I even tried messing with my settings and nothing

[eager prawn]

Can i ask if youre playing on android or ios?

[fervent dew]

Playing on ios

[eager prawn]

Did you update your game through app store before the issue happened?

Like a 1-2 gb quick update

[fervent dew]

I think so. I saw in the App Store it needed an update and thought it was weird since the updates pop up when I get to the loading screen on the game. But I updated it

[eager prawn]

Thats what happened to me and my sister, might be js be coincidence but after the app store ios update our loading screen changed js like yours and we ran into the network unavailable thing as well.

[faint vault]

the loading screen changed for everyone, it's the new one for building event, so that's not relevant

[eager prawn]

Theres a loading screen that loads before you get to connect which is an old one then changes to the new one aftee you do a workaround

[runic blade]

Are these set on and could try to set heartopia to Data preferred

[fervent dew]

Yes those are on. I went and double checked 😭 ugh guess I can only play the game at home with WiFi which is a bummer

[fervent dew]

Oh I didn’t know everyone got that loading screen too. Maybe it’s the app itself then Idk 🤷🏼‍♀️

[runic blade]

Could try to put data saver off, the one in the Data settings, restart phone and see if it lets you

[woven hemlock]

Friendly Reminder: Scheduled Maintenance Begins <t:1777496400:R>

⭐️ Expected Time and Duration: <t:1777496400:F> to <t:1777503600:F>
-# All times in this message are automatically converted to your timezone.

You will not be able to play during this time, so please plan accordingly.

To see what is being worked on or added into the game, please visit this channel ➡️ #patch-notes message

-# (( 📣 )) Slowmode may be lengthened or applied to different channels to help moderators with their duties.

[vale moth]

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

[ruby sail]

Is the game closed?

[sour idol]

yes

[merry nacelle]

i was building i didnt save 😭

[smoky monolith]

What update will this be for??

[foggy wraith]

The game server is currently undergoing maintenance

Friendly Reminder: You are unable to log in at this time

Maintenance Period:

<t:1777496400:f> – <t:1777503600:f>

⏳The time shown above corresponds to your local time⌛

Maintenance Info: #patch-notes message

-# Slowmode duration may be increased in certain channels at this time to assist moderators.

Please be patient!!

[sour idol]

Okay why is Slowplay bump up to 5 minutes?

[severe fern]

helluva place for a bubble there heartopia lol

[sterile pollen]

What does everyone’s heartopia character look like 🙂

[signal path]

Guys, what's going on with the game? I've already tried to update but the update doesn't appear for me

[smoky monolith]

The servers are down due to an update

[vale moth]

Friendly reminder:
Update will least for 1 hour and 40 minutes now. Please be patient

[woven hemlock]

#heartopia-only please, this channel is for help with technical issues

[sterile pollen]

Oh sorry i just joined : p

[woven hemlock]

To help mods with server moderation, it will be bumped back down when game maintenance is over

[sour idol]

Thanks and Cya Later Gators!

[woven hemlock]

Take your time to explore the server~

[sterile pollen]

Thank you 🙂

[vale moth]

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

[cursive wolf]

https://tenor.com/view/hand-ricky-bobby-talladega-nights-hands-not-sure-what-to-do-with-my-hands-gif-5540617

[woven hemlock]

https://tenor.com/view/i-touched-grass-gif-23677496

[pulsar atlas]

What more then touch grass… your life your soul

[cursive wolf]

https://tenor.com/view/real-housewives-nene-leakes-benn-there-done-that-boo-boo-bye-bye-gif-4060514

[woven hemlock]

Friendly Reminder: Scheduled Maintenance Is In Progress

⭐️ Estimated Time and Duration: <t:1777496400:F> to <t:1777503600:F>
-# All times in this message are automatically converted to your timezone.

You will not be able to play during this time, so please plan accordingly.

To see what is being worked on or added into the game, please visit this channel ➡️ #patch-notes message

-# (( 📣 )) Slowmode may be lengthened or applied to different channels to help moderators with their duties.

[vale moth]

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

[dapper spear]

about the order machine
I ordered a sofa and it was delivered, but I no longer have the item that allows me to confirm or place another order (the one my friends usually stamp/approve for me).
It has been two days, and I’m unable to place a new order.

[crimson cargo]

You get one to do the quest, one as a reward for the quest, and all others must be received from surprise gachas from daily quests. The chance to get them is low

[woven hemlock]

Friendly Reminder: Scheduled Maintenance Is In Progress

⭐️ Estimated Time and Duration: <t:1777496400:F> to <t:1777503600:F>
-# All times in this message are automatically converted to your timezone.

You will not be able to play during this time, so please plan accordingly.

To see what is being worked on or added into the game, please visit this channel ➡️ #patch-notes message

-# (( 📣 )) Slowmode may be lengthened or applied to different channels to help moderators with their duties.

[woven hemlock]

Friendly Reminder: Scheduled Maintenance is Complete

⭐️ Have fun!

[kindred wolf]

someone can help please, why build event icon didnt appear on my account ?

[woven hemlock]

Help! Why can't I access the Beaver Cup Challenge?

You need to be DG level 12 and have earned at least 1,500 points in house evaluation

[stiff crescent]

Hi my computer broke down and I had to get it repaired. Unfortunately, all my data was gone in the process. When I reinstalled the game, I noticed that all of the photos in my gallery were gone. What should I do? Can you please help me..

[woven hemlock]

The game gives a warning that any unfavorited/unstarred photos in the photo gallery will disappear if you switch devices or reinstall the game

[stiff crescent]

Isn't there anywhere these are saved automatically? 🙁 all my memories are gone.. I didnt delete on purpose

[woven hemlock]

you can try reaching out to customer support, but i think their answer will still be the same

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 crescent]

thank you

[lusty gull]

Hi the Maltese recipe is not in the Cooking Collection?

[woven hemlock]

can try reaching out to customer support to see if its intentional

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.

[nova bluff]

This is helpful! Thank you so much! I appreciate it. Maybe my C drive is the problem.

[desert crypt]

so I try to record a CD with my friend playing on my piano but it wont record anything. wondering if anyone else having the same problem?
it does work when i play on the piano

[woven hemlock]

does your friend have the music dream unlocked?

[desert crypt]

yes

we recorded a CD a few weeks ago at my home

[woven hemlock]

can you have them try to record using their own instrument/piano and see if they have the same issue?

[desert crypt]

ok. ill get back to you

[whole parrot]

Hi I can’t seem to find the Maltese event anywhere in my game it isn’t popping up

[foggy wraith]

it'll be out in a couple of hours for global & america server (if ure in them)

[whole parrot]

Ohh why is America server so late that’s a bit unfair

[woven hemlock]

starts 6am server time august 30th

[foggy wraith]

timezones~

[foggy wraith]

it'll be there when your server resets

[whole parrot]

August ?

[woven hemlock]

.... april

i'm working on something thats set in fall rn

[foggy wraith]

HAHAHAHAHAHHA i didnt even notice that

[whole parrot]

I thought I had to wait 5 months

[foggy wraith]

im laughing out

[whole parrot]

I was like just because I live in America

[woven hemlock]

yve looking at the word august like yup looks correct, falling would never say the wrong thing

its ok im also in america

[foggy wraith]

EXACTLYYYYYYY

I TRUSTED U MA'AM

[woven hemlock]

cursing both of us to get the event 4 months later

[foggy wraith]

this is too funny omg

[woven hemlock]

https://tenor.com/view/trust-nobody-albedo-albedo-genshin-albedo-genshin-impact-genshin-impact-gif-23982901

[foggy wraith]

not wrong, i dont trust myself either

[pastel gust]

Hello, Is the the Maltese food recipe really not included in the collection?

[woven hemlock]

it's a bug, devs are aware and working on it

[pastel gust]

Thank you ☺️

[ionic herald]

Is it just me or there's a issue on the jumping on pc it doesn't let u when interact with something like driving a car. lmk if someones facingthe same problem.

[vivid pollen]

I dont see the puppys :c is it bugged ?

[woven hemlock]

could you elaborate a bit? it isn't possible to jump while driving a car

[woven hemlock]

starts 6am server time april 30th