technical-help

[vivid pollen]

yeah its 7am here and its 30th ;3

[woven hemlock]

is it 7am server time, or local time? there's a difference

when you go to your watch, click on the clock part. it will tell you what time it is in server time

[ionic herald]

It doesn't let u jump out of the car, u have to click the jump button rather than just pressing space button

then after getting out of the car its impossible to jump, it doesn't let u, you have to restart the game.

[woven hemlock]

could you check to see whether you have anything from the below connected? a lot of control mishaps are because of it, though i haven't heard of this particular case before

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

[ionic herald]

Okay i see..

[heavy arch]

Hey all quick question. Can you get banned from having floaty items in your build or overlapping popcorn stoves?

[somber hazel]

it’s not advised too but i have many glitches in my house no bans or anything

[gusty mist]

the server doesnt work?

[woven hemlock]

click confirm and try again. if you get the same error message, you can try these; if that doesn't work either, try clicking 'repairs' in the start screen

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 cloud]

I already cooked 3 of the new menu items but it is not showing in collection

[woven hemlock]

the recipes are missing from the collection, devs are aware and working on it

[gusty mist]

Thx it worked< 3

[slow raft]

will overlapping be allowed in the building competition?

[woven hemlock]

it's better to ask customer support directly about this

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.

[eager prawn]

Can i ask what you did to resolve your issue? Did you js repair or js tried again

[slow raft]

i asked and when they replied they said that its the same building rules that apply to the competition. im not sure what the building rules are or where to find them

[gusty mist]

I opened my data phone on pc with wifi

[eager prawn]

Is it still happening? Or did the issue go away completely?

[gusty mist]

And turn off it so turn on ur wife

[gusty mist]

After opening my data phone on pc it worked

[woven hemlock]

I assume it’s the regular building rules, you can find it in the ❔ on the blueprint page

[slow raft]

thank you so much i didnt even know that was there!

[woven hemlock]

while it doesn't ban overlapping/glitching outright, there is the rule regarding "any other content that interferes with normal game operations or violates the User Agreement". I'm not sure if glitching causes heavier lag in the game, but I'd assume it does have some sort of consequence, since it's not an intended feature. I'd probably avoid using it personally

[slow raft]

glitching doesn't cause lag, that im aware of atleast since all the items glitched into place take up load space. I remember a few months back as well that heartopia accidentally patched a overlap glitch and reverted it when people brought it to their attention. Its very confusing if its allowed or not but thank you again!

[acoustic sonnet]

My brother Purchased the Heart Diamonds and he was indeed.. but it said Order Error.. what should we do?

[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.

[acoustic sonnet]

@woven hemlock he reached out to customer support.. thank you so much.. i hope he gets the Hearts...

[hushed dagger]

So i just cooked all the new recipes and didnt get the animation nor the collection item after cooking it

[arctic swan]

The animals aren’t showing up only the Maltese and retriever

[past portal]

So.. I didn't have the space for the event recipes and Annie sent me the recipes over in mail, I did not realize I didn't clean out my inventory so I only received one recipe and the rest are.. long gone, I can't accept / get them at all anymore

Is she going to send the back over again.. or am I doomed?

[oak vale]

hello is anyone have issue buying gems? it charged me but i dont get any of the heart gem 🥲

[split loom]

Check your storage if they are not in your mail box or backpack (:

[tropic depot]

I can't buy

This send a error for days

[shell swift]

Anyone else's map start to glitch and than become un-useable? Nevermind figured out the second I started cooking the new items all my stuff started to glitch out

[grave viper]

Mine here are the same thing. We are not counting them as new dishes.

[shell swift]

I think their glitched normally right when new stuff gets added to the game it's buggy but after 24HRs the next reset fixes it usually

[crimson cargo]

It’s a glitch, the HATO team is working on fixing it

[hushed dagger]

Okays thank you

How to we earn the envolpes

[calm sparrow]

Do we have any idea what’s the next fashion wave???

[obsidian geyser]

wtf is this dance can you guys like fix this and make it look good instead of us bugging out into each other so goofy we let this slide by and shipped it out looking like this lol

[shell swift]

Red Hearts -> Tickets it's at the top right of your screen where it says you have 0 tickets

1 ticket = 20 red hearts & 10 tickets = 200 red hearts

[rare field]

hello, i have a question. is there a chance or way to play this game with controller/gamepad?

[shell swift]

You can probably thru Steam (PC) with a custom controller overlay if one isn't already made normally their overlays made by the community

[unkempt lily]

How do I report this glitch

[cunning root]

sammee !!!! 🥺🥺

[somber hazel]

@hushed dagger
they are fixing it soon

#patch-notes message

[cunning root]

okay thankss

[cerulean bloom]

chat im begging to contact someone from the game a developer or anything cryiinnngggggg to be unbanned this is totally unfair!!! so i find an account on tiktok of someone who said he makes his own hacks in the game and im the one who get banned huh? man im missing on so many cute stuff happening on heartopia rn 😔😔😔😔

[vague pendant]

Hey, so there's some serious bugs going on right now. You guys should check the Steam discussions. Personally, I've tried to load the game probably a half a dozen times, even tried switching the storage location from my HDD to my SSD (I'm on a new device, since my old one was so laggy I couldn't clear the jump puzzle, but still managed to get to DG lvl 20). Every time I try to load, though, it literally crashes my whole desktop (sends it to a black screen) and I have to FORCE-power-down and restart the entire system. I'm also a monthly rewards subscriber, so I'd greatly appreciate a swift resolution!! Thank you all so much!!!

[crimson cargo]

If you’re experiencing bugs, I advise contacting customer support. Us here in the server are players just like you

[vague pendant]

Understood. Um... Could you perchance point me in the right direction? I'm still pretty new (I just got obsessed, lol), and don't know the emails or anything to contact them by. Sorry for the trouble!!

[crimson cargo]

You can contact them through the game!

[vague pendant]

Um.... But I can't load the game? Are there any other options/ways to contact them, that you know of?

[patent ivy]

its miracle Bailey can Walkk

[crimson cargo]

I am unsure, I just asked in the #gameplay-help channel to see if anyone there knows a way to do so

[vague pendant]

Awesome, thank you so much!!!

[faint vault]

Have you tried verifying files?

[vague pendant]

I read about that on Steam, but I'm not sure how!! Are there any tips you could give me?

[sweet axle]

Is there an event now guys?

[faint vault]

It’s a very simple process. When looking at the game in your library click the cogwheel for settings then go to Properties, go to the Installed Files tab, and click "Verify integrity of game files”

[sweet axle]

where is it

[faint vault]

Yes

[vague pendant]

Alright, give me a sec; I'm gonna go do that now.

[faint vault]

Forest Island where you collect truffles

[sweet axle]

Thank you

[blazing prairie]

It says Hato will undergo a hotfix on April 30, 11am to 1pm UTC-5 what time would it be in Philippines?

It's 11pm here and nothing seems to happen in my gane

[faint vault]

This should show it in your time

@white warren

[blazing prairie]

Oohhh that'll be in an hour. Thank you so much 😁

[vague pendant]

I did just verify the integrity of the Heartopia files, so I'm going to try running that game one more time. Wish me luck!! 🤞

[faint vault]

Good luck!

[faint vault]

I’d also suggest, even if it does work, if you haven’t updated your graphics card driver, do that too

[flint cape]

What happened to my hato 🙁

[night hinge]

Anyone else experiencing a lot of in game lag?

[vague pendant]

Yeah, it still crashed. I'm about to check for updates on my desktop (including, but not limited to, the graphics card). After that, if it's still not working, I'm going to try loading a different game to see if the severity of issues I'm dealing with might be less about the specific game and more about the desktop itself? If that's the case, I'll have a whole new set of problems to worry about, but here's to hoping it's exclusive to Heartopia. (Still not ideal, but better than a system-wide issue.)

I'm just running out of ideas, so, if all else fails and it's NOT an issue with my desktop itself, then I'll definitely want to find a way to contact the developers so they can get to re-coding things!!

[faint vault]

That’s a shame. Hoping the gpu driver update helps, it’s the only other thing I can think of.
You say it crashes, can you at least get to the title screen? You can also reach settings from there as well. In the top right corner, in order to reach customer support from there

[vague pendant]

Thank you!! I did have some updates, so hopefully that does it!! I'm about to try again, then I have one more update-related fix I can try...

I can reach the title screen briefly before my system blacks-out, so maybe? It's worth a shot!!

I really appreciate all your help, and @crimson cargo's, too!! You guys have been great, so a huge shout-out and many thanks!! I'll be sure to keep you guys posted, whatever happens!!

[crimson cargo]

Good luck! Hope you get it up and running soon!

[split rune]

Hi, it's more a question about the server than the game but I hope I'm at the right place here.

A friend got banned yesterday after his discord account was hacked but he got it back and would like to join again. Is there a way that he can do that again? Who does he have to contact?

[crimson cargo]

@white warren

[crimson cargo]

@white warren Also do you have the answer for this? Feels like a question a mod may know better than me

[white warren]

Unfortunately, your friend will need to create a new Discord account if they want to join the Heartopia community.

Hacked accounts are not unban for security reasons related to the Discord infrastructure and community. Thank you for your understanding.

[split rune]

Okay, thanks for the answer!

[faint slate]

Guys is the game working for y’all?

[shrewd ocean]

Hi guys, I dont know if this is the right place to ask but anyone else has the same issue? I went to three different town and each one ended up doing this thing

[faint slate]

Same happened to me rn

[shrewd ocean]

Is it maybe because of the hotfix?

[somber hazel]

To provide you with a better gaming experience, Heartopia will undergo a hotfix from <t:1777564800:f> to <t:1777572000:f>.

@white warren

[faint slate]

Ohh okay thank you

[shrewd ocean]

okay, thank you for answering! I got worried if the game broke for me lol

[crisp citrus]

Hello! I need help because I can't seem to locate one of the Maltese recipes.

I claimed it from my mailbox and it is just gone. I don't see it in my bag to learn. any ideas? pls help

[crimson cargo]

Have you checked warehouse?

[crisp citrus]

oh no i didn't! I'll look rn thank you!

[hasty bay]

This item I won won't show up for me. Does anyone know how to fix this?

I checked both regular shirts and long shirts and also the full body section. It's not in my inventory
꒦ິ^꒦ິ

Update: it finally showed up after 30 minutes!! ✨

[split loom]

So if we 5 stared the new recipes, we have to re cook any star level to get the collections part. Or is this another regrind 5 stars?

[hasty bay]

Where can I report a bug?

[crimson cargo]

I believe you’ll have to regrind to five stars again

[hasty bay]

Thank you so much

[vagrant viper]

is it safe to play during the hot fix or should i wait until it’s over?

[granite storm]

is there any solution for this besides re-cook the recipe?

[dreamy kestrel]

Is this uk time i can't work out the time difference

[woven hemlock]

It automatically translates to your timezone

[jaunty spruce]

Hello I’m new to heartopia and this is my first event. I went to the forest island and went to the dog bowl to feed the dogs some food and there is no option for me to feed them. Is there a fix for this or do I need to have dog caring hobby in order to do this?

[dreamy kestrel]

Well my hot fix hasn't happened yet if the case it should have already have gone off between 17-19

[umbral egret]

Does anyone know if the load amount will ever increase? I just started building my dream house and maxed it out halfway done 😭😭

[woven hemlock]

If you’ve purchased all the plots, then that’s the current limit. They haven’t said anything about whether or not it will be increased, you can suggest it to them in #suggestion or in their support center

Help! I need to contact customer support!

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

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

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

[magic flume]

Anyone else not seeing the new recipes in gourmet collection? 😏

[woven hemlock]

The hotfix should already be complete for everyone, can you check your in-game mailbox to see if you got a letter with the compensation?

[woven hemlock]

There was a hotfix just now to fix this, please reload the game

[violet kiln]

Why everything custs money? It's not even just a few cents, it's like, more than my minimum wage

[magic flume]

Okay it's corrected but the dishes I already made haven't registered 😔

[woven hemlock]

Have you completed the introduction quest that asks you to fill an animal’s trough?

[dense musk]

Where the heck is the exchange store so I can get the Maltese recipes?? I am either stupid or…..

[jaunty spruce]

Oh I have not! Where do I find this quest? I tried tracking and it just leads me to the bowl

[woven hemlock]

It’s not a quest through the banner, it’s part of the tutorial quests you get when you first play the game. Go to your quest list (under the map) and complete the quests there first, you will naturally unlock animal troughs as you finish the tutorial

[woven hemlock]

Try setting the dish down on the ground, then picking it back up

[jaunty spruce]

So this is all that’s under my map and the second picture is what pops up when I click the little clipboard.

[woven hemlock]

Unfortunately it is a gacha banner

[woven hemlock]

Do you see the thing near the map that says 🗓️ 5️⃣ ? You haven’t accepted/finished your daily quests yet. If it’s your first day playing, many of the tutorial quests start there

[dense musk]

Thank you. Right under my nose

[woven hemlock]

Easy to miss, that’s why there’s help channels :)!

[woven hemlock]

Try setting the dish down on the ground, then picking it back up

[woven hemlock]

The announcement for it in #patch-notes said it was safe to play, but that you may need to relogin during it. The hotfix should be complete for today, but you can always check there to see if it’s safe to play or not for next time

[woven hemlock]

Try setting the dish down on the ground, then picking it back up

[jaunty spruce]

This is day 2 for me. But that tab just has daily tasks. 😭

[woven hemlock]

Try going back to the start screen and clicking ‘repairs’ in case its a matter of corrupt game files. It looks like your petal rain isn’t acting as it should

[woven hemlock]

What’s your current DG level?

[tender laurel]

why is it still telling me there is an update coming?

[jaunty spruce]

DG level 5

[rancid wedge]

Does anybody know how you can turn off the buzzing when you're trying to catch a fish? 🙏 its very inconvenient when my baby is sleeping in my arms haha

[woven hemlock]

@shell swift
The game is not controller-supported, using one can cause a number of bugs, such as the player character auto-walking, being unable to control tools, being unable to use the chat, etc.

[outer quartz]

I started playing about a month ago through steam. A couple of days ago I logged in through google instead of steam by accident. It started me as a new player. I have a ticket with support. They sent me a link to clear the login information but it's still showing the new UID number. I confirmed I'm using steam only and the correct server but I still can't access my account. Today support asked me again if I'm using the correct server. Is this normal for them to repeat questions and then not respond for hours? Is there any other way to access my original account?

[woven hemlock]

When you log out of Heartopia, do you select “steam” when logging in again in the Heartopia app? If you accidentally used the wrong login method to sign in, usually you just need to sign out and then use the correct method when signing back in

[woven hemlock]

Can you go to a different animal trough and see if you can feed anything there?

[outer quartz]

Yes, I logged in through steam only. Plus, I used the link they sent me to clear the login information. I even turned off local access for google. I logged back in through steam only

For some reasons it's still showing the UID for the new account instead of my original. The last person I talked with from support told me it's still showing the new UID so I tried clearing everything again but it's still showing the new UID. Then today it's like a new person is starting over with the same questions from day 1.

[shell swift]

Uh I wasn't the one who asked the question ?

[woven hemlock]

Pinged you because you suggested an overlay

[sleek lotus]

Why i dont have the beaver cup challenge?

I have. Updated my heartopia app and all

[woven hemlock]

Do you have access to your old UID? If you haven’t already, you can ask support to confirm for you what was used to login for your original account. Heartopia makes it difficult to confirm, so often players think they’re using one login method (eg a Google email) but the game used a different version of it (eg a different Google email)

[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

[sleek lotus]

I am dg 37

And have more than that of house eval

[woven hemlock]

Watch >> Settings >> Gameplay >> turn off Vibration Feedback

[woven hemlock]

Can you show the home eval score?

[outer quartz]

I don't know my old UID number but they confirmed I used my steam for my old account and the new UID is for google.

[tired ember]

is the hotfix update finished??

[woven hemlock]

yes

[tired ember]

thank you!!

[woven hemlock]

Can i ask how they asked you to log out? There’s a button in the game to sign out with, but you mentioned they gave you a link

[tired ember]

im new, is the game compatible with a controller?? or is it only pc keyboard controls?

[woven hemlock]

Not compatible with controller, on pc its keyboard and mouse only

The game is overly sensitive to things that are like controllers, and can cause various bugs when detected

[outer quartz]

I logged out in the game but when that didn't work they sent a link that allows my to clear all login information. I used that but a few times but it's still showing the new UID.

[tired ember]

thank you so much for all your information! youve been super felpful friend!

[woven hemlock]

Have you tried redownloading the game and/or rebooting your device? Not sure if it will forcibly log you out if you do that, but could give it a try in case it helps clear any old information. Especially on Steam, I remember someone saying that the router sometimes stores incorrect/old login information

[outer quartz]

They told me to reinstall the game which I did. I have no idea why it's still connected to the new UID. I'll try clearing the login information again and reinstalling before logging back in. Thank you so much for your advice.

[outer quartz]

It's still starting me as a new player. Hopefully, support will remove the new UID so I can access my old UID. Thank you

[vague pendant]

@faint vault Just an update for you guys, I finally got it working!! Sorry for the delay; I had some IRL errands to run, too. Thanks again for all your help, I really appreciate it!!!

[crimson cargo]

YAYY!!! Glad you got it working!!!

[faint vault]

I appreciate the update. Thanks for letting us know. It's helpful to get feedback to what worked out for someone for the next person that may have the same issue.
Glad it's working for you now. Enjoy playing!

[vague pendant]

Of course!! For reference, it was, in fact, updating the graphics card that finally tipped the scales (after general windows updates helped a little) and got it working full-blast. I hope my experience can help someone else in the future!!

[echo raptor]

Help! I can’t move after pulling out a tool / my tools are aiming themselves (Bug Net)

Hey there! I'm a new player and I'm experiencing that issue. I followed all those steps:

• No controllers connected
• No bluetooth devices nor Logitech devices connected (I only have a corsair keyboard + redragon mouse on, both wired)
• Tried disabling the HIG-compliant consumer control device + HID-compliant game controller
• Tried repairing and completely reinstalling

---

Nothing worked so far. What I noticed is that I'm only stuck with the tool (specifically the Bug Net) when I charge the aim. When I only hit "F" without holding, the game is just fine.
Is there anything else I can try? I'm kinda tired of closing and reopening the game every bug that I catch

[hushed dagger]

I went over 800 on the last. Event just curious was there anything for going over ?

[ionic field]

Hi I have a friend who has a big issue with the chat. It says the chat has been disabled until 2036, she had not gotten any warnings prior. Is this a bug or is there anything we can do to fix it?

[woven hemlock]

Can you have her check her in-game mailbox and see if she has any letters? Usually the game will send a notice there for why a player is chat muted/etc

If there's no letter, have them contact the support team:

Help! I need to contact customer support!

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

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

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

[woven hemlock]

The game did not send any notice saying they would give anything in exchange~ For the MLP event, the compensation was for unused packs for the MLP badges, not for scoring extra points in the banner itself

[woven hemlock]

could I ask what's the difference between using F and charging the aim? i play on mobile, so i'm not super familiar with the pc controls

[hushed dagger]

Ah okay no worries just was wondering

[woven hemlock]

i hope you're able to access your old account soon. do you have anybody in-person who can help you take a look as well? sometimes having a second person give it a try can help us see something we missed before

[echo raptor]

Sure! I took some screenshots and I captioned them:

[woven hemlock]

thank you! this is super helpful ❤️

so if i'm understanding correctly, once you've used the controlled aim, you can't remove the tool unless you completely reboot? but as long as you don't use that setting, it's fine?

[echo raptor]

Yes, that's it! I'm not using the controlled aim anymore in order not to reboot the game over and over, but it would be super cool if there's a workaround on this thingy with the controlled aim 🥺

[woven hemlock]

augh hm, i'm not sure what could be causing that. most people who report this sort of issue found some sort of controller or controller-esque situation going on and that fixed it. you've also already tried repairing and rebooting....

while we try to come up with any other ideas, i think its worth contacting the support center to see if they know what's causing 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]

after using the controlled aim, are you able to use the mouse to cancel out of it and/or are you able to click the area where the watch is supposed to be and open it up / use the keyboard shortcut to open up the watch? trying to think whether there's anything you can do to exit out of the controlled aim screen

[echo raptor]

Sorry for the wait, I was writing a message to the support as you instructed
When I'm stuck on that mode, I have a few seconds after shooting the bubble to hit any key before the controlled aim activates itself again~
I can access the Backpack through the B key, the chat through Enter, and the Watch through Tab
Haven't tried any other key, though

[lime rune]

How do you get water in the game

For building

[full crow]

Hi! I was wondering if anyone know if the devs patched glitching when building??

[jolly forge]

hi guys do you think you can still join the team building challenge after the prep phase cause one of our friend is still waiting for their home evaluation?

[crimson cargo]

Your friend can join during the building phase as well!

[woven hemlock]

based on what i was seeing in #gameplay-help , seems to still be working for some people

[tulip cairn]

is anyone having trouble starting an event & it not showing you started it & then when it starts it kicks you out the event

it happened twice & like i already wasted 4000 coins on tryna start an event

[kindred wolf]

im on DG 35 and 3500smtg point house evaluation. but the house were not on blueprint. is it the cause of the event didnt appear ?

[ornate meteor]

does anyone happen to know the key bind for pre-set outfits? Me and my bf pressed something by accident eariler and it came up and we dont know what 😭

[foggy wraith]

long hold your character

[silent cipher]

Is there a reason I haven't been able to play for 5 consecutive minutes today? It has crash 3 times.

[ornate meteor]

tysm i ws so bugged 😭

[lost crater]

i dont understand how to sign in with the new event

[rare field]

that’s unfortunate. i play the game on phone so it would’ve been easier to play with controller. anw, thanks for the info!

[split loom]

Go click on the food trough on forest island

[woven hemlock]

Help! My game keeps crashing!

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

• (if PC) make sure you have sufficient space on your 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

[woven hemlock]

Blueprint doesnt matter for home evaluation, it will only look at your active build when determining points

Can you try clicking repairs from the start screen? If that doesnt work, might need to contact support to see if they know why its not appearing for you

[wise jasper]

Does this might also work for sudden fps drops mid game? Because I've been experiencing that randomly mid-game, and it's more frequent recently. Tried redownloading the game files, which kinda solved the issue a bit, but it seems to be getting back again.

[gleaming summit]

I've done Maltese recipes 5 stars but it never register in my collections ; - ;

[proven pier]

Messaging this for my mother after the patchs yesterday her account wont let her access it just trys to make her start a new one she didnt clear her stuff or anything is there anything to be done about it?

[somber hazel]

unfortunately you have to do it again because there was a bug before the hotfix

[woven hemlock]

do you play on pc or mobile/tablet?

[woven hemlock]

check for these first:

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

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

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

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

[golden gazelle]

Used rainbow and so much ingredients
Can’t they fix it to at least give back the things that we used, or just simply add our 5 star food to collection lols

[woven hemlock]

you can send it in as a suggestion, people tried placing the food down and then picking it up like we did when a similar issue happened before, but it didnt work

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.

[wise jasper]

I use a laptop.

[remote flame]

Anyone else not able to COOK the Maltese recipes? I redeemed/learned them all from the event shop and none of them are showing in my recipes 😭

[sudden raft]

I NEED HELP, PLEASE!

I haven’t been able to log into the game since yesterday. I’ve tried reinstalling the game, using the latest update, and restarting my phone. However, every time I open the game, it only loads to 39% or 58% and then shows an error: “Network unavailable. Please check your network connection and tap Confirm to retry."
In addition, I am able to use other applications normally, such as YouTube, Facebook, and other games. I have also tried multiple Wi-Fi networks at home, at work, at cafes, and mobile 5G data, but the issue still persists and I am unable to log in successfully.

I hope to receive support.
Information:
Device: Xiaomi phone
Network: Wi-Fi and mobile 5G
Downloaded the game and updates via TapTap.
Thank you!

[woven hemlock]

Just to check, is your issue that you don’t see the recipes in the collection even after cooking, or that you can’t find them in your stove to cook them?

[flint cape]

is this a bug?

[woven hemlock]

are you referring to how they overlap? not really, and i do see a bird suit dove in there, so the camera isn't wrong. if youre trying to get a specific one from that pile, you can take pictures until the other ones fly away and it locks onto the one you want, they usually fly away after ~3 pictures unless you have the camouflage suit on

[woven hemlock]

can you try the suggestions here and see if anything works for you? VPN is usually reliable to get people into the game, if it's having trouble connecting to the network. (it's an issue with the game's optimization, not with your network strength)

once you're in the game, you can try switching back to your regular networks and see if the connection holds

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

[sudden raft]

Thank you for your response. I have checked again and confirmed that my network is stable. After that, I tap the “Confirm” button, but the game loading restarts from the beginning and then the same error message appears again when it reaches 58%.

I have not tried using a VPN yet. I will try using it now. Thank you.

[woven hemlock]

yes, unfortunately it's a recurring issue with the game, not actually a problem with the network strength.

when using VPN, you can try setting your location as canada/singapore, i've heard people say those work for them

[woven hemlock]

could you try this and see if it works for your fps?

[sudden raft]

Thank you very much.

[wise jasper]

Hmm let me try, because for me it's usually dropping from around 30 fps to 0 - 5.

[past verge]

Does anyone know how you can start building as a team for the team build? Idk where to go to do that

[woven hemlock]

do you mean for the build competition? the build phase isn't open yet

[past verge]

Yes and ok thanks, I was confused if it was or wasn't since it already has the gacha for each like you receive on build

[woven hemlock]

which gachas are you referring to? none of the gacha banners are related to the build event that i can think of right now

[past verge]

It's with the Maltese even with the thank you cards and I read something about you get the thank you cards for votes on islands??

Maybe I confused myself??

[woven hemlock]

haha, many people are confusing the two. the maltese banners are completely separate from the beaver build competition, there's no relation between them

[past verge]

Then how to get the thank you cards?? Sorry, thanks for explaining because I'm beyond confused

[woven hemlock]

i think people saw that the tickets are called 'group exhibition vote' and thought it was for the beaver competition. it's just the name of the ticket used for the maltese banners

let me forward the messages about the thank you cards, give me a sec

[past verge]

Ok thank you

[past verge]

Ohhhh ok thank you so much!
Now it's making sense

[woven hemlock]

to summarize, there's two ways to get thank you cards:

• use 3 wishing stars to buy one card (can do this up to 30 times for each banner)
• use red gems (real money) to buy a group exhibition vote ticket, which can be used to get a random number of thank you cards

np!

if you're confused about anything else related to the maltese event, the other helpers from #gameplay-help made this thread for it: https://discord.com/channels/1128257488375005215/1499377240536780932

[heady crypt]

@Mod Hi, Day 0 soft-lock bug - smartwatch missing date, can't sleep [Mobile v2.3]

Issue:

• Smartwatch only shows time like "00:53 ☾", no season/day number
• Can't use "Sleep until morning" - no Zzz button appears when laying in bed
• Staying in bed 6+ minutes does nothing, date never advances
• Stuck on Joan's quest "wait a day" because calendar never started

What I tried:

1. Cleared cache + full reinstall - issue persists
2. Made new character - new char also missing date after Vayna gives watch
3. Checked mailbox, talked to Vayna, tried channel swap - nothing triggered Day 1
4. Build Mode bed reset - no fix

Account info:

• UID: 21hq57qc
• Device: iQOO Z7
• OS: Android
• App version: v2.3.x
• Region: SEA server

Please manually set my account to "Spring Day 1" so sleep/time works. Attaching screenshot of smartwatch showing only time. Thanks!

[foggy wraith]

[woven hemlock]

hello! i think you are confusing how time works with other games. time works in heartopia by following real time - there's no way to skip time by 'sleeping until morning', this is not a function in heartopia. in addition, the date follows real life dates, so there's no such thing as setting your day to 'spring day 1', as this is also not a thing that exists in heartopia

can you screenshot the joan's quest that you are stuck on?

[woven hemlock]

there's two ways to complete this quest:

• find out your cat's favorite food by manually feeding it every food option, or
• feed someone else's cat their favorite food

there are threads in #1435807505304518686 where people share their pets' favorite foods / offer them up for other people to feed, you can ask to feed their pets so that you can pass the quest. you can search for them by looking for 'meow meow canteen' and looking for the one for your server.

[heady crypt]

Are u mod

[woven hemlock]

no

[heady crypt]

I need confirmation from mod

[woven hemlock]

are you asking for a server mod, or a staff member

[heady crypt]

Server mod

[woven hemlock]

you can open a ticket using the bot @twin yacht , but you're going to get the same answer

[foggy wraith]

poor fallingwish, itsok we trust u

-# eventho i fell into the blackhole ytd

still trust

[woven hemlock]

lol if someone doesnt trust information unless it comes from a server mod, then i'm not gonna argue with them

its not like we're paid to answer questions

[woven hemlock]

-# listen. ok. we both were possessed by our past/future selves...

[foggy wraith]

-# HAHAHAHAHA aaaaaa i wanna kms

[woven hemlock]

-# noooooooooo

also wait yve, opinion

#🐾｜maltese-spotting message

is....this a new form of scam.........

[foggy wraith]

itis

[woven hemlock]

ty yve

[foggy wraith]

they js sent in gen chat

[woven hemlock]

lmao

[heady frost]

Is there a maximum limit for this?

[solar bloom]

i logged in on pc/steam today and my person keeps walking to the left does someone know how to fix this? its only in this game and no gamepad is online

restartet my pc and it is still happening

[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

[solar bloom]

Does this change something when I play other games? Yesterday it functioned fine and today not

[outer quartz]

This is the last message I received "
Official Customer Support2026-05-01 03:14:40
Hello, your character and game progress will not be reset or deleted. This issue can only occur if you have logged into the wrong account. We are unable to remove bindings from an account or transfer it to another account. We recommend that you carefully recall your correct account and try logging in again. Thank you." I'm using the correct server and correct steam so I don't know what else to do.

[somber hazel]

did it deduct from your card? , take screenshot and send customer support

[solar bloom]

my pc was running since the last time i playes - i just changed my mouse to my old one - i play with a roccat leader now

[woven hemlock]

certain actions can trigger the bug and others won't. it's entirely possible for the game to suddenly have an issue when it didn't before

[solar bloom]

i only deaktivated the controller one now my character does not move on its own. hopefully all my other games still work with my controller

[woven hemlock]

you can plug the controller back in when you play your other games, and disconnect it while playing heartopia

[solar bloom]

its always unplugged i have a bluetooth thing in my pc i dont know what it is called in english but it is deaktivated when i dont use a controller

[woven hemlock]

yes, can reconnect it via bluetooth when not playing heartopia

[woven hemlock]

can you check your binded accounts for me? This page:
does it only show your google account is being used, only steam is connected, or both your google and steam account are connected to that heartopia account?

[outer quartz]

it shows only my steam

[outer quartz]

they told me the new UID is connected to google so I turned off local access and made sure to only use steam but it's still connecting me to the new UID

[outer quartz]

I've spent 3 days trying to resolve this. I feel the only thing left to do is start over.

[woven hemlock]

i'm trying to find an old message about steam displaying the wrong account when logging in, but i'm having trouble finding it to confirm what the solution was 😔

can you try logging out of heartopia, and then logging in using your google login instead? once you're logged in there, can you check the UID to see if it's still the same, or if it's your old one

[vernal radish]

Good morning everyone!

[outer quartz]

I logged out multiple times and cleared all login information using the link they sent me but it still connects me to the new UID. I tried logging in with google since they claimed the new UID was google but that created another new UID. They told me the only way this can occur is if I'm using the wrong account or server to login but somehow it happened because I'm using my steam and correct server.

[woven hemlock]

do you have plans to use the heartopia account connected to the google login? if not, you can ask heartopia to delete that account

[outer quartz]

I wonder if steam is the issue for me too. If you find the old message please let me know. I truly appreciate your help. Thank you.

[outer quartz]

I've asked them to unbind or delete it. The last response I received tonight...."Hello, your character and game progress will not be reset or deleted. This issue can only occur if you have logged into the wrong account. We are unable to remove bindings from an account or transfer it to another account. We recommend that you carefully recall your correct account and try logging in again. Thank you."

[woven hemlock]

you'll need to log in to heartopia using the google login, which you've confirmed is a separate heartopia account from your steam heartopia account, and request the google one to be deleted from there. you won't be able to request them to delete it if you're not logged in to the google one

[outer quartz]

I want them to delete the new UID connected to my steam, right?

[outer quartz]

They claim the new UID connected to my steam is a google account which is the one I want deleted. I continue to send screenshots confirming I'm only on steam but they continue to claim I'm using the wrong accounts to login.

[woven hemlock]

there's no way to delete one specific UID, as that is your save file associated with a specific server. (one login can have multiple UIDs, if you play on multiple servers). the only type of account deletion that they will do is if you delete the entire heartopia account, including all save files across all servers

if you aren't going to use the heartopia account that you made on accident using your google login, you can ask them to delete that one, just to make sure it isn't the reason you're having issues reconnecting to your original UID. however, you should only do this if you are 100% sure that it is the wrong heartopia account, since there's no way to get it back once the account is deleted. the process does take 15 days though

[outer quartz]

They confirmed my original UID was created through my steam. I

[outer quartz]

I've only played on the America servers. I will ask them about deleting the google account. Thank you so much for your help.

[woven hemlock]

if the current UID that's on your steam account, is confirmed by support to be connected to a google login, then deleting the entire google login should theoretically delete that UID naturally as well

hopefully that works...

[outer quartz]

I wonder if steam is the issue since I know I'm logging in using my correct server and account?

[woven hemlock]

it should be

i remember someone in the past having a similar issue, but i can't remember the fix

it might have been rebooting the router?

[outer quartz]

I rebooted the server

[woven hemlock]

i want to say the issue was that there was incomplete information being stored in the router, so rebooting it + redownloading heartopia fixed it, but i don't fully remember

[outer quartz]

seems like a lot of people are having the same issue as me

[woven hemlock]

might have needed to go in and manually delete all of heartopia's files from the pc to do a complete fresh install

no, not a lot. it was from a long time ago, which is why i can't remember well anymore

if it's a common issue, then it would be a solution we need to repeat often

[outer quartz]

I've seen post about it on reddit and facebook

[woven hemlock]

maybe kayla might remember, she's been with the game for a while

[outer quartz]

When the google account was created by accident, would that cause a new UID to be generated for my steam?

[woven hemlock]

it shouldnt, the two accounts are supposed to be completely separate from each other

[outer quartz]

I'm using my same steam and same server that my original account was created on so I don't know what else to do to access my original account.

[woven hemlock]

@dusty tangle , hello kayla~ i have a player who is trying to fix an incorrect UID on their heartopia game.

they accidentally signed in using the wrong login method (google), and when they tried switching back to their original account (steam), it acted as if they were starting over with a new character. they have already confirmed with support that the UID they see is associated with a google login, but they are using a steam login to sign in to heartopia, and they confirmed it's the steam login by checking the binded accounts. i remember a similar case in the past where someone signed in to steam and it acted like it was a new account, despite it being the same server they played on originally, and i think i remember something about rebooting the router to fix it, but i can't the post. do you happen to remember that case and what the solution was?

they tried reaching out to support, but the support person is asking them to just check that they're signing in to the correct account, which they already confirmed

if we don't find another solution, hopefully asking them to delete the account you made on accident will get rid of the UID and fix it

[outer quartz]

Thank you so much for all of your help

[peak remnant]

Anyone having an issue with the insect net? It goes into hold-aim eventhough I'm not pressing it and now I couldn't aim the direction of the net too

[woven hemlock]

can you check for these?

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

[long parcel]

What can I do?

[woven hemlock]

try switching to a new town, it should clear any temporary glitches
2 options:

• go to your watch >> friend's list >> select a friend who is online, teleport to their town
• go to your watch >> settings >> return to login >> click the windmill icon, select a new town to join
  your goal is to reset your position to the front of your house, that's how you'll know that the game reset. if it puts you at the same spot as before, most likely you will still see the same glitches and you can try switching to another town

[lusty valley]

Hello, I'm not sure if this is the right channel to send this to, but pls let me know if I should be reaching out somewhere else!

My character is stuck on auto-run again on pc. I think this is a known issue and I have looked through reddit to find solutions. So far, nothing that I've read and tried has worked for me. I don't have any other controller, I've gone into device management and disconnected the USB thing, I've also restarted my pc with the keeb off and reconnected. I also know that my keeb doesn't have any sticky keys. I've tried repairing the game as well.

Would appreciate some help on this! And sorry if a solution has already been posted somewhere here.

[woven hemlock]

do you have anything connected via bluetooth? if you do, needs to be completely disconnected, not just turned off

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

[winged rune]

Using wifi or data is always stuck here

[woven hemlock]

try everything here first and see if anything works to get you into the game

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

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

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

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

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

[wise jasper]

Okay, so an update for this, I noticed that the issue seems to be appearing minutes after I plug charger into my laptop. It does not appear after unplugging (I checked earlier). I haven't observed whether it happens when I plug the charger in the first place before opening the game.

[twilit bloom]

SEA ❤️❤️

[woven hemlock]

do you usually plug your charger in when it hits a certain % battery left?

[woven hemlock]

did you mean to post to #showcase instead?

[wise jasper]

Yes, my laptop usually notifies when low battery (usually around 30% afaik).

[woven hemlock]

you can test to see if it's the battery causing it by plugging your charger in even when it hasnt hit that threshold (eg at 80% battery). if it's the charger causing it, then it will happen no matter the %. but it's highly likely the game is stuttering due to low battery on your device, rather than the charger itself

[wise jasper]

Hmm I see. I'll run a few tests later and give an update here.

[twilit bloom]

If I made a mistake, please forgive me. I do activities on Facebook. I'm not very good at languages. Sorry.

[tulip snow]

Hello,
I am contacting you regarding my Heartopia account, which is currently marked as “in the process of deletion”.
I would like to know how long it will take before the account is permanently deleted.

[woven hemlock]

It’s okay — this channel is for asking for help with technical issues in the game. The channel I linked for you is for posting screenshots from the game

[woven hemlock]

It takes ~15 days

[tulip snow]

It's today, but I can't seem to re-associate the email address.

[lusty valley]

Right-click and Disable the following 2 devices:
HID-compliant consumer control device
HID-compliant game controller

These worked for me!
FYI I had multiple "HID-compliant consumer control device" showing up in device manager. I disabled all of them and restarted the game without disconnecting my keeb. That seemed to work.

[woven hemlock]

Do you get any sort of error message?

[woven hemlock]

Glad to hear that it worked!

[sturdy jungle]

Hi everyone! I wonder if there’s a way to cancel a refund request on Apple?

[woven hemlock]

If you initiated a refund through Apple, you’ll need to check with them also about cancelling it. According to the posts I saw when googling it, it’s not possible to cancel a refund request, but you’ll ultimately need to confirm with them

[tulip snow]

Yes, I'm currently receiving this message during the unsubscription process, and my account is already linked.

[sturdy jungle]

Alright then! Thanks for the help!

[dawn cosmos]

hey guys, why I dont have a beaver icon?

[crimson cargo]

Are you DG level 12+ and have 1500+ home evaluation score?

Those are requirements you need to have it appear

[dawn cosmos]

yes and no

ty btw

[rare plume]

Hey idrk if this is the right channel and hopefully i don’t sound silly, but i haven’t received my popstart badge/achievement is there something im missing?

Sometimes my quests will have a bit if a delay as of recently but its been like two weeks now :p

just curious on if it is definitely more than 100 likes now because ive been at 100 plus for a while now

Lvl 25dg

[foggy wraith]

Can u check how many thumbs-up are there?

only this like will count

[rare plume]

Yes

84^

Ok i see the technicality now🥹🤌🏽

Thank you!

[glass crest]

hello, I'm contacting you because I'm having a problem with the chat in the game HeartHopia on my PC ever since I installed the game (when it was released on Steam). I can't use the chat; even clicking on the chat bubble or pressing Enter doesn't do anything. So I can only communicate by using the café table or by snding a letter.
i hope you can fix my problem. By the way, I also suggest, if possible, adding options for playing with a controller.

I already send a email but I didn't get an answer

thanks in advance wif lps

[mellow elk]

hi, does heartopia have a podium type of furniture?

[urban plover]

Not looking for help. But why is there winterfrost birds coming on my perch 😭🤣

[azure thunder]

All this morning I have been having difficulty signing in. Keeps saying “network unavailable”.
I’ve uninstalled and restarted my phone, but it still says the same thing.
I can’t even log in on my computer.

[foggy wraith]

Have u tried repairing?

[foggy wraith]

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

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

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

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

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

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

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

[visual hare]

ive been stucked here guys, i reinstalled 5 times already. i also have enough space. i also checked my wifi.

[foggy wraith]

Check the msg i just sent above & see if it helps

[glass crest]

No idk what to do

[glass crest]

Hooo okey i will try now tnx

[glass crest]

It doesn't work :(

[foggy wraith]

By any chance, do u have any controller plugged in your computer?

[glass crest]

Yes i alway play with

Ho yes is because of my contrôleur I just unplugged it and it works thank you💕 (So it's not practical🤔 )

[runic blade]

Yeah controller arent supported so even if they are turn off but still plugged in. It will messed up our movement

[zenith fox]

hello, i had a friend who register the game through steam at first, they wanted to connect to their iphone but for some reason it doesn't work, is there a way to fix it?

[runic blade]

They need to bind any email like google( that you havent used anywhere yet) on Steam first. Then you can log in on phone with same email you put on Steam

[azure thunder]

So, non of that has helped me 😢

[somber hazel]

VPN too?

[azure thunder]

I’m on my iPhone. How do I do that?

[somber hazel]

just search proton vpn in the appstore

you can uninstall after logging in

[warm acorn]

I think this needs a fix 😅 the hair when in this pose is um concerning 😂😂

[woven hemlock]

devs/staff don't look in this channel, so gotta give feedback to their support center~
pretty sure this is expected behavior tho, the hair flips up naturally so it does when you’re lying down too

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]

sometimes birds that aren’t available to you can appear on the perch, its expected. when you try to take a picture of them, it will give you a different card than mormal

[azure thunder]

Ty! I’ll try that

[molten sandal]

Why are we all stuck at 39%? 😭

[hollow gale]

its just a funny looking bug, idk where to report it tho, i also have a video of it nonstop spinning if needed

[uncut cove]

Friend accidentally unfriended me, we added each other back but the friendship level was reset. Is there a way to bring it back to level 6 instantly instead of doing daily interaction?
Edit: Clarity

[woven hemlock]

You’ll have to build the friendship back up by doing the daily interactions again, there’s no way to bring it back

[neon ibex]

im trying to apply a new homebuild and im getting something pop up talking about suspension???

[quaint sierra]

my friend is having an issue where her cat won't get off her head, like it's stuck there and she can't put it down

[acoustic sonnet]

Hello do you know what a pink necked firefly is? Its not on the procurement list so i dont know what it looks liks so i can look for it?

[sullen rain]

can anyone help me figure out how to make fruit black tea? i bought the recipe but it doesn't show up as an option to make, and the recipe blueprint isn't in my backpack or warehouse either

^ its not in my mailbox either

[fiery tree]

Not sure if this is the right channel, but I cannot water my flowers. Should I just move them away?

[foggy wraith]

they wont crossbreed anymore after cinema event ends so yeap u can remove them and plant other flowers ^^

[lapis wagon]

I am stuck at 39% there is no repair only contact customer service

[turbid crow]

We have floating npc’s now lol

[fiery tree]

Gotcha! Thank you so much!

[tribal rune]

I found this latest update that gives my character x-ray vision very interesting. (She only has this "ability" on PC; it's normal on mobile.)

[woven kindle]

why is it locked when i already had the point to unlock it?

[patent fox]

Why does this never seem to accumulate?? I always get 1 days worth even though I log in daily

[runic blade]

It accumulates if you dont log in for a few days

[runic blade]

You should have a recipe to craft it, did you check warehouse,mailbox and inventory?

[sullen rain]

^ checking to see if anyone can help me

[runic blade]

Ohh you need Popcorn cart

[sullen rain]

ohh omg thank you so much i was so lost 😭 i tried googling it too and couldnt find anything

[runic blade]

Take note event ends in 3 hours for Global and 9 hours for America

[woven hemlock]

try switching towns to reset your position to the front of your house, if it keeps happening, try ‘repairs’ from the start screen

[tribal rune]

OK thanks

[woven hemlock]

try these first — other people have said switching their vpn to canada or singapore has worked for them

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

[pseudo crystal]

anyone else spawning back at home when helping a friend with co build? again and again?

[woven hemlock]

Iirc if you’ve never unlocked an item before, the image won’t appear either. pink necked firefly might be an item unlocked later in the game, would need to contact customer support to confirm

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]

go to the home plot and spam the set down button (click the paw and them click the set down pop up that appears after). if that doesnt work, switch towns a few times until your position is reset to the front of your house, to force it off

[woven hemlock]

most likely you’re seeing the generic warning that the game does check through blueprints to make sure they follow heartopia’s build guidelines, but you can send a screenshot of it to confirm

[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]

try switching towns and then teleporting back to their town to see if that clears the error. you can also try clicking ‘repairs’ in case its a matter of corrupt files

[tulip hatch]

hi i need help pls! if i want to play heartopia on my phone its making me start from 0 with none of my stuff anymore, is there a way to remember what i used to login on my pc heartopia so i can connect it to my phone too

[woven hemlock]

There’s no real way to double check from the player side what is used, other than seeing whether it’s a google vs facebook vs apple (etc) login method. the game doesnt show what specifically is used (eg which google email is used for login). If you have multiple, try signing in using all of the options, and see which one has an account attached to it. or if you know your UID, you can ask support to look up what is the attached signin for that UID

[tulip hatch]

thank you sm i’ll try that in the morning

[south seal]

hi guys! in the beaver cup event, is it acceptable to glitch? or if you glitch would you get disqualified or worse, banned?

[pseudo crystal]

im on pc. is there a way to fix the mouse following? it's s like it gets stuck or something

[woven hemlock]

Customer support has not confirmed or denied whether glitches are allowed for the competition, they’ve only stated that all builds must follow standard building guidelines. If you choose to use a glitch, you do so at your own risk

[agile barn]

Did the ability to recharge diamonds in-game via Steam get removed? I've made purchaes without issue previously, but now when I click anything in the shop, nothing happens.

[weary maple]

Hi, I need help. I reinstalled Heartopia and logged in with the same Google account, but all my in-game photos are gone. Is there any way to restore my photo album? These photos mean a lot to me. Thank you.

[woven hemlock]

Unfortunately that’s an expected part of the game, there’s a warning in the photo album that says unfavorited / unstarted photos will be lost when switching devices or reinstalling

[woven hemlock]

I’ve heard of Steam players mention this happening from time to time

Can try:

• Manually forgetting your WiFi and manually reconnecting to it
• Going on Airplane mode, waiting a few seconds, then turning it back off
• a different WiFi
• 5G, LTE
• Cellphone data / hotspot
  And see if any of them help to the shop
  In case the game lost the connection with the network (the game regularly does this, it’s not an issue with your network)

[agile barn]

I'm not using wifi, attempting this on PC via a hardwired network

[woven hemlock]

are you able to turn the network off and on again?

@slate lantern good morning dani, have u considered being scammed by mr beast today

[slate lantern]

noooo

[pseudo crystal]

silly question, when you phone dies.. does it save all your work that you were editing in your home by chance if you disconnect

[oak widget]

The game is constantly saving, so I’d say yes

[dense marten]

does anyone experienced this? so i got this cloud stairs
. On my building mode, it appears, but for the building challenge it's not available. The rest of the blueprints I got from this set is available though, only these stairs

^ UPDATE , i had to relog in multiple times but it's now working

[uncut vapor]

Help, the Beaver Cup Event icon isn't appearing for me. Does anyone know why? Are there requirements or is it a bug

[dense marten]

have you tried this?

[uncut vapor]

Oh I see. What does home evaluation have to do with that though??

[dense marten]

i think it's because it's a "building challenge" . home evaluation is based off your building skills so it's like their requirement i guess

[uncut vapor]

Alright. Thank you!

[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.

[hardy rune]

Hello, flying looters are allowed for the construction event?
or any other construction bug that does not impact the game or slow it down

[karmic sable]

Anyone else having cooking issues where the icon disappears and you cant click to reduce heat? Just lost 2 Picnics or 8 dishes, Its been happening for a while

[woven hemlock]

Is glitching allowed for Beaver Cup Challenge builds?

Customer support has not confirmed or denied whether "overlapping" (glitches) are allowed for the competition, they’ve only stated that all builds must follow standard building guidelines. If you choose to use a glitch, you do so at your own risk

[woven hemlock]

try removing some items from your build to lessen the load, and/or remove some of the items to see if any of them are affecting the stoves. some items seem to cause more lag than others, like the white tree or the fluffy grass flooring

if you don't want to troubleshoot individual items, i would suggest just switching to a simpler build

[wise jasper]

Okay so I tested again today and the issue kept happening. I observed that whether I plug the charger in before opening or in game, the game would experience fps drop when the battery hits around 57%.

[wooden furnace]

Hello, where is this animation when we get the staff?

This is only for whacking trees??

[misty cairn]

good morning, my game keeps loading to 39 percent then saying network error. is there an update right now or is my game broken? my network is fine

[frank parcel]

does anyone know how to log into the same account on ipad and pc? i originally started playing on my ipad and logged in with google. i just downloaded the game on my computer from steam so i could build better, but when i tried to log in with my google/email, it created a whole new account? so i logged out and now logging in with google isnt working at all. i bound my steam acc to my original acc (on ipad), but when i tried to log into the game on my pc with my steam acc, it also created a whole new acc. help??? am i doing something wrong??? 😭

[pseudo acorn]

Hiii, I’m not sure if this helps, I’m new myself - but I noticed like if you go on iPad you can find your account ID, is there an option to log in with that instead? :3 the ID thing should be there when you go into settings through the log in menu loading screen thingy

[frank parcel]

yeah i see the id but on pc theres no option to log in with id 🥹 /nm

[pseudo acorn]

Aw nooo, I’m sorry I don’t really know how to help you 🥲🫶🏽 I hope you figure it out 🤞🏽🤞🏽🤞🏽

[cold seal]

Why does this happen? How do i fix it?

[hidden atlas]

how to Fix, when payment already paid, but i didnt received the red hearts?

[foggy wraith]

Help! I paid for a package/hearts/etc, but didn’t receive it in the game!

some things to check if you want to try and trouble shoot on your own first:

• try rebooting the game to see if re-establishing the connection lets the items appear in your account
• double check the card/bank that you paid with and see if the charge is still processing from their end, if it is, then heartopia hasn't received the money yet
  • if you use iOS app store to pay, apple loves to take multiple charges from different days and charge them all at once together, which can delay when the app receives the money as well
• if you paid through the website, make sure you selected the right ID and server, since it's easy to accidentally send the purchase to the wrong server that you don't even play on
• if multiple people play heartopia on your device, check to see if they suddenly received the purchase, since it's possible to send it to the wrong account (someone before said they paid for a pass, and later they found out the pass was given to their sister's account instead of their's, despite not having a problem with it in the past)
• if it's the membersehip or pass, there was a recommendation from customer support to another player, to click 'repairs' on the start screen, and then pretend to re-purchase it by clicking the purchase button, just to see if it triggers the game into going 'wait you already have this' and give you the pass. don't pay for another pass though, cancel out of it after regardless of whether it works or not

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

[foggy wraith]

#1494059684867604480 message

[cold seal]

Thank you so much

[eager kite]

please help me, I have an iPhone 16 pro max, every 7 minutes of playing hartopia crashes. everything I've tried doesn't help, everything works fine on the computer, if you suddenly need it, the iOS version is 26.2

[lunar bluff]

why cant i build in the new island event ?

[lunar bluff]

my whole team and i cant build in the island the option isnt there, it let us this morning but now its not working at all

[snow slate]

Hi my friend bought me a festival pack.. but i already had it and i can’t claim it or give to someone else…. what can i do with the ticket?

[foggy wraith]

If there is no timer or expiry date stated on the pass, you can keep it until next festival

[wise jasper]

Tried again, and now it's on 77% battery level charging.

So I guess it might not happen at a specific battery level during charging.

[tropic depot]

Please help. I can't buy Amoritas or VIP, I play through Steam. I click and an error message appears saying to try again later. However, it's been like this for one week.

[ebon hull]

Has anyone ever had this bug sometimes where they pull out their tools and it stops their keyboard from working? It's like I can click on things and move the camera around but I can't walk or move, even if I put up the tool. It's only on PC that i've experienced it.

[foggy wraith]

Do u have a controller plugged in your pc? If yes, u need to remove it

The game isnt console support yet so yeah ~

[ebon hull]

I don't have one plugged in, no

[foggy wraith]

Uhm can u try checking/try this?

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

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

[eager kite]

please help me, I have an iPhone 16 pro max, every 7 minutes of playing hartopia crashes. everything I've tried doesn't help, everything works fine on the computer, if you suddenly need it, the iOS version is 26.2

[primal cedar]

I paid $10.99 for some pink hearts and it charged me almost $25??

[quiet dock]

Some of the Furniture are missing . Like Bed , Sofa and Kitchen Appliances . What Happen ? Is there a bug Rn?

[foggy onyx]

how can i see what the building theme/challenge is (i know what it is already I want to see where to find it to confirm)

srry wrong chat

[pastel orbit]

hello, there email for report bug set, coz my friend get set, but does not found at dress up?

[ruby mesa]

Hi, i need help. I don’t understand problem with getting enter in game. She seek the town so long

[mystic tundra]

Hi just wanted to ask for help my friend is trying to enter the beaver cup island and whenever she presses enter she ends up being sent to a new town rather than the island..is that normal?

[somber hazel]

fairytale wonderland

[somber hazel]

report bug in game

[somber hazel]

try these first — other people have said switching their vpn to canada or singapore has worked for them

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

[somber hazel]

no not normal , pls report bug to customer support or try repair button at login page

[mystic tundra]

okay thank you

[ruby mesa]

Oh… Thanks

[void gate]

I keep getting stuck when i join the fishing event, I cant move my character? I tried Reset position and changing tools but it wont work only getting off the game. Im playing via Steam

[brittle scaffold]

Why does my card keep being rejected even though I've made previous purchases with the same card? There are only three days left to renew my membership Is there any way to resolve this issue? I also made purchases from other websites in the past few days using the same card and I did not encounter any problems

[runic blade]

Any controller connected or bluetooth on?

[void gate]

I Have an xbox controller wired to the PC

[runic blade]

Unplug it completely

[void gate]

OK just did

[runic blade]

Okay, close game and reopen. It shouldnt happen anymore

[void gate]

https://tenor.com/view/dog-meme-dog-stare-dog-looking-dog-smile-gif-6178305768613564909

[woven hemlock]

can you check your device to see if you have enough storage? if youre playing on pc, need to make sure that you have enough space on the C drive. the game passes information through the C drive regardless of where it's installed

[whole torrent]

hey short question about the build challange i joined a team but cant enter the island also my team cant invite me any help ?

[icy meteor]

Hello any solve for ceiling light have dim light ?

[somber hazel]

you mean it’s not bright?

[icy meteor]

Yes sorry my english

I play on pc use ultra setting

[somber hazel]

the brightest ones are the circle and rectangular , the rest seem to have different level of brightness

[icy meteor]

i use the rec and circle one but still dim light. Already repair my heartopia game but not works

[somber hazel]

probably a bug , you can contact support

[icy meteor]

ok ill try

thanks for help

[vestal oxide]

Is there a bug when it comes to Blue European Crayfish Sashimi? I've been trying to unlock it using the normal recipe. But it won't do. Am I the only one experiencing this now?

[woven hemlock]

• check to make sure its the crayfish and not the lobster. there's a lobster that is also blue and looks very similar, they're easy to mix up
• are you using universal ingredients at all? universal ingredients cannot be used when youre trying to unlock a new flavor of a recipe, it will only result in the original recipe

[placid kelp]

an we change teammates for the beaver build in build phase???

[vestal oxide]

I made sure that it's Blue crayfish and not the lobster. I also used lettuce and it didn't work. So I used a universal ingredient on the second one. It also didn't work.

[woven hemlock]

have you ever made normal sashimi before?

[vestal oxide]

Yes. I did. Months ago. I tried the blue crayfish now and it came out as normal sashimi.

[woven hemlock]

can you show how youre trying to make it?

[vestal oxide]

wait lemme screenshot

[woven hemlock]

you don't have blue european crayfish sashimi unlocked on your recipe page right?

[vestal oxide]

Yes. I just can see the name on the Gourmet Life Catalog

[woven hemlock]

try going back to the start screen and clicking 'repairs' before trying to cook it again? sometimes ppl do say they need to cook a recipe a few times before it registers the new flavor, but i dont think its a bug with the sashimi recipe specifically. i think its worth bringing up to customer support though, so that they can confirm/look into it if it is a bug

i'd suggest screen recording your next attempt, show that you already have the regular sashimi recipe unlocked in collections, you're using the right ingredients, and then cook it again. that way if it fails, you can send it to customer support as proof

[vestal oxide]

Okay. Thank you so much for the help. I will try it right now.

[woven hemlock]

yes

[narrow oracle]

Guys, did some of you faced a problem where you can't change ur photo profile?? And it said "photo upload failed" even tho ur ping are just fine

[woven hemlock]

its usually because the game is busy / lost connection with the network, which is an issue with the game and not with your network connection. can try:

• Manually forgetting your WiFi and manually reconnecting to it
• Going on Airplane mode, waiting a few seconds, then turning it back off
• switching to a different network (eg a different Wifi, mobile data, etc)
• trying again later

[narrow oracle]

Im not sure about the network problem but I'll try thanks for the suggestion

[fossil folio]

my friend is invited to the build event, she has the normal island and all. but everytime she goes to enter it, it says "enterting new town" and doesnt allow her into the co build event? she has all the requirements too. anyone know why she cant get in here?

[floral swan]

Hey...not sure if this is the right channel but, I got a letter saying my limited exhibition pass for cinematics is gonna expire May 9th so I should use it before then or it'll be voided and deleted. Thing is it seems everything with cinematics is already gone, also with a prompt when I logged in saying the event is concluded. But it's not May 9th yet and I have no way of getting to my remaining passes or a way to spend them?!

[wise jasper]

My C drive has about 43-44 GB empty storage.

[static barn]

Need guidance on getting out of this biome…

[woven hemlock]

this is a server for the game heartopia, please use #off-topic (or locate the correct server, if you came here on accident) if you're trying to ask advice for a different game

[woven hemlock]

so not that reason then does your device start overheating when you plug in your charger?

[woven hemlock]

can you ask her to try clicking 'repairs' from the start screen and see if that fixes it?

[woven hemlock]

limited exhibition passes are the ones used for the gacha banners in the gilded acorn exhibition tab (i think the icon looks like a light purple/yellow box?). the game usually gives some for free when a fashionwave/festival starts, which is why it mentions the cinematic event

here, the icon in the middle next to the beaver one

click that, that screen will tell you how many limited exhibition passes you have (it will have a little circle on the corner like a clock, to indicate it's a limited-time pass with an expiration date). you can spend your passes on anything in that tab

[eager kite]

please help me, I have an iPhone 16 pro max, every 7 minutes of playing hartopia crashes. everything I've tried doesn't help, everything works fine on the computer, if you suddenly need it, the iOS version is 26.2

[woven hemlock]

Help! My game keeps crashing!

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

• (if PC) make sure you have sufficient space on your 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

[undone sorrel]

anyone know how or if we can test out the rollercoaster during the buildphase for this competition cause typically you pull out the cart and attach it from your bp and i dont see a way?

[wise jasper]

It does heat up quite a bit when I plug in the charger, but I thought it was just because I open the game, since my laptop's RAM is not much.

[woven hemlock]

that's probably it then, the game tends to stutter when the device is overheating. it's probably trying to do too many things at once for its capacity when you're trying to charge and play the game at the same time. does it stutter for a long time? or just for a little bit? potentially you can let the device charge for a bit and play after it's charged a bit more. or maybe try closing a few programs that are running in the background and see if that helps?

[wise jasper]

It's mostly in the game, though after I close the game, usually it only does for a few minutes before returning to normal.

I never checked though whether it stops if I leave the game open for a few minutes.

[woven hemlock]

something to potentially test out!

[main pecan]

hii, did you find out if the Lustrous Merry Go Round Staff has an emote?

[agile barn]

I fully reset my modem and router, uninstalled and reinstalled the game, exceptioned it in my firewall and ran repair - no change.

[sour idol]

I tip my Hat to you Guys, Working ya Tails off helping others! Well Done!!!

[steel sundial]

I need to speak with Heartopia admin

[hidden atlas]

hELLO, how to Fix, when payment already paid, but i didnt received the red hearts? already tried rebooting since it already been hrs, even the online payment i made didnt return at all

[eager kite]

I have enough free storage and RAM.
I have about 150 GB of free storage.
I can't clear the cache on absolutely everything on my device — iPhones don't have that option.
I've lowered the graphics settings, enabled memory optimization, and turned off snow effects.
Only the game itself is running in the background, and very rarely one messenger app.
I just updated iOS to the latest version, but it still crashed.

I did everything mentioned above, and the game still crashes every 7 minutes.

[white warren]

Please contact us via @twin yacht if its related to the discord.

Otherwise, you will need to contact the support center in-game

[steel sundial]

Thank you

[pastel hill]

@raven yew

[soft sable]

hey so this set down button does not work? like help please this happens all the time and i cant do anything

[woven hemlock]

are you at home? You can only set the cat down when you’re at home

[soft sable]

no it doesnt even work at home :/

[woven hemlock]

when at home, the cat sometimes take a second to jump off after hitting the button. if its not jumping off even after spamming the button, you can switch towns to reset your position to the front of your plot, this will force the cat off

[soft sable]

ok thank you i think making an off switch for this action would be nice the set down feature has never worked for me and some times the pet will be invisable on my head :/

[woven hemlock]

the cats going on head has been buggy since they implemented it jumping up on its own, you can make a suggestion to the devs for adjusting it by sending it 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.

if its invisible, you can force it off by switching towns like i mentioned earlier

[woven hemlock]

does it crash while doing anything in particular? or is it pretty consistently after 7 minutes?

[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]

do you happen to have pop ups blocked on your device / in your browser? i dont play on steam, so just trying to think of anything that could be blocking it

[agile barn]

Resolved - I added Steam to a new PC recently. Via 3rd party forums, found out that Steam Overlay has to be enabled for purchases. New install, overlay is defaulted off.

[woven hemlock]

wahoo! glad you figured it out, and thanks for sharing what worked for you!

[dreamy moat]

what can i do with cats like these? they keep sleeping on flowers i accidentally harvest a green carnation. now it wont let me plant another one

[woven hemlock]

You can go into build mode for a few seconds, move a piece of furniture, then save and exit. This should reset their positions to the front of the plot instead of on the flower area

[vernal tinsel]

Over 200+ grasscakes gone😭💀

Has anyone experienced disappearing food/resources post-update? I was cooking at my friend's house (they have tons of stoves set up) and then the update hit. I wasn't able to claim them but I expected it to be on my mailbox or warehouse after the update.

BUT IT WAS JUST GONE. I even reached out to customer service but they're ignoring me.💀😭

[dreamy moat]

do we have to do this everytime they decide to sleep on the flowers? is there like a way to restrict them from going to the flowers?

[woven hemlock]

no way to restrict it, cats go where they want unfortunately

Does it have a gift for you? or its just happy?

[steel sun]

i cant feed my cat the energy fish jerky even tho its hungry, i keep getting a message that says the cat is full even tho its starving, i need to feed my cat a fish jerky for the quest in cat caring, is there a way to fix this?

[dreamy moat]

i got the gift from another cat. its just lying there for whatever reason it has lol sad that i just lost my opportunity of crossbreeding

it would be great if u can make them go "shoo!" away from the place they're hanging out.

[woven hemlock]

energy jerky is not the same as food. Pets have two meters: hunger and energy. If you go to your watch >> pets, and click the pet you’re trying to feed, it will show you how hungry they are and how energetic they are. if they are hungry, they want regular food. if they are low in energy, they want the energy jerky. you cant feed them jerky in place of food, and vice versa

most likely, your cat has full energy. play with the cat a few times to lower its energy, but cats lose energy and hunger very slowly — it will probably take a few hours

[steel sun]

thank you very much!

[woven hemlock]

probably it wants to be near you. Next time its in the flowers, you can use build mode to force it away, it only takes a few seconds. A “shoo” feature can be suggested to the devs though, you can use the support center to open a ticket and suggest it

[faint wigeon]

Why is that badges on a wall when using multi select completely dissapear? This is honestly ridiculous. Nothing in mail nothing in inventory nothing in storage. wtf?

[wise jasper]

Update: Today, I tried blowing my fan on the laptop to reduce overheating, and I haven't gotten any fps drop. I'll be doing some more tests later to see if this is a coincidence or not.

[eager flare]

Why is this background so bright? Is it a texture glitch or something?

[foggy wraith]

its definitely a bug xd

have u tried changing town or restarting?

[cold blaze]

Has anyone gotten this kind of problem? The whole grid is empty but anything I try to put here show a red light and I cannot put anything at the back of the grid help 🫠

[woven hemlock]

have you tried going out of build mode and then back in?

[cold blaze]

And I also tried to connect again... I also tried via the blueprint and then via Build mode... It almost worked in Build mode so I stored the whole house and once it was empty I couldn't place it anymore... It works until the end of the parcel before 🥲

[eager flare]

Took 3 restarts but its fix now, thanks!

[cold blaze]

If I try to place it farther away it’s red 🥲

[woven hemlock]

try switching towns a few times to see if they reappear in your inventory.

if they dont, do you have the build saved in a blueprint? save it as a blueprint if you didnt already, then try forcing all of the items into your inventory by applying an ‘empty’ blueprint, or by applying a different blueprint that has the badges in it, to see if they reappear. sometimes items get stuck in the transition between being in a build and being in the inventory

[woven hemlock]

Try switching towns to reset your position to the front of the plot, that clears most bugs/glitches

[cold blaze]

Okay thank you!

[light bough]

Hello. Has anyone experienced and reported the bug on birds? Like they were sitting on top of each other, they are not on their usual places (eagle-owl found at the ground not on the trees, flamingo found at the windmill flower field, not beside the lake) , birds that are moonwalking/ running lol.

Btw, my graphics is on low since I am farming Mother of Pearl

[foggy wraith]

its a known bug, please report it to in game customer support

[hybrid comet]

did 7 individual draws on the pink envelopes and got 2 every single time. thought it was just bad luck but then i did a ten draw on the blue envelopes and all 2 did two more individual draws both 2 .... do you think its broken lol?

20 draws and every single one landed on 2 except for one... which was 3.... the total probability for it to land on 2,3,4, or 5 is a shared 93.2% chance. which i would assume then basically you have a 23.3% chance to land on each of those prizes, and 3.4% chance of landing on either of the two higher prizes. (but I'm not sure exactly how their "probability" works)

It just doesn't make sense to me that out of all those draws you would land on the same one basically every time. So I guess I'm just curious if anyone else is having similar issues with these draws?

[subtle oriole]

Why does this keep on happening everytime I put a fence on a wall at the end of my land? It works on the other sides, but not on the last one

I’m so confused 😵‍💫🥲😅

[humble wind]

We can't put a roller coaster in the building challenge event? The roller coaster is not working

[somber hazel]

you can only put fences on walls via extending them from existing fences on flooring , it doesn’t change direction so u gotta extend from another fence on flooring

unless u glitch them

[pearl brook]

I just bought the entire outdoor set from bob and its not in my backpack or my warehouse and it says sold out and took my coins and stars 🙁 helppp

[somber hazel]

yeah u can’t put out the car

[subtle oriole]

That’s what I have been doing on the other sides, it’s only the last one I’m having issues with

[somber hazel]

yeah it doesn’t change direction

gotta do it again

[somber hazel]

check your mail

[subtle oriole]

That makes no sense as it worked on ever other side on the map. And I’ve done this wall 3 times and still nothing.

[somber hazel]

it looks like it’s between 2 rows of perpendicular fences i guess u just have to put an existing fence on flooring there

or glitch it

[subtle oriole]

Well it’s trying to go on an existing wall but won’t…

Okay, I’ll deal with it, hopefully they end up fixing this issue eventually

[wooden furnace]

I’m still waiting for their proper response. Cuz I dislike the false advertising.

[main pecan]

thamk you so much, me too, i spent a lot of exchange tickets for it 😖

[cursive swallow]

can someone help me.. how to place the coaster chair on to the rail in cobuild mode for the building event?

[unkempt schooner]

Need some help with my game. When I logged in tonight my game is lagging so badly. I tried repairing the game and it still is lagging horribly. What should I do? I do not know how to get in touch with support.
I am super tired from trying to get my game to run smoothly. I will check back in the morning if anyone has any ideas to help thanks

[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 beaver challenge, 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
• 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

since you mentioned not knowing how to contact support, i'll add that too:

Help! I need to contact customer support!

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

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

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

[woven hemlock]

i'd recommend asking support about it, since you can only place down the cars onto the tracks from the backpack, and there's no access to the backpack in the building event island

[unkempt schooner]

Thank you very much. I will contact support and I will do the other things you mentioned that I did not do although I did try a lot beforehand. I use support as a last resort.
Appreciate the information and help thank you

[hasty cradle]

Can't we paint or place pictures in frames at the cobuild island?

[woven hemlock]

i have not noticed any similar issues with drawing thank you cards, i was able to get a variety (mostly 2s, some 3s, a couple of 10s) in a 10-pull just now

unfortunately this is consistent with random chance probability, if there's a chance for someone to be lucky and get 10 cards every time, then that means there's a chance for someone to be unlucky and get 2 cards every time. just bc its a 93% total probability that you can get 2-5 cards, doesn't mean they each have equal chances either. it only means that 93% of the time, you'll get either 2, 3, 4, or 5 cards

[hasty cradle]

Can't we paint or place pictures in frames at the cobuild island?

[somber hazel]

only painted furnitures

[grave tundra]

How much beaver coins do i need to maxed out 500k load capacity?

[wooden furnace]

That’s why! I’m not happy it’s a miserable static thing. All cash shop items should be dyeable and animated. But yes, I’ll update when they reply.

Still hoping they’d listen to the advice lol

[faint wigeon]

are rollercoasters in group build supposed to not work? its not allowing us to connect the coaster to the cart.

[vernal root]

Anyone can help me get my moneys worth, I made a purchased membership and pink diamonds but I didn’t received them.

HATO customer service is very unhelpful

[foggy wraith]

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

we cant really help you here as we are all normal players here, neither staff nor devs

[undone gulch]

Hello,those me have already learn and make 5* but why no show up my record

[graceful marsh]

You need to recook it so it registers to the collection

[misty nacelle]

Can someone please help me? I can't change the graphic settings in Heartopia. I've already followed the in-game instructions after applying settings and even repaired the game files, but nothing works. I'm playing via Steam on PC. What should I do?

[polar mulch]

i cant find my dog at my house

what do i do

[foggy wraith]

change town or enter build mode, move something, save and exit

[eager kite]

Exactly every 7 minutes.

[topaz mesa]

track it using the pet tab on watch

does anyone here experience trouble purchasing in-game too?

[runic blade]

Try on their official website, also get a 5% off

https://heartopia.xd.com/

[topaz mesa]

thanks

[runic blade]

If you play on multiple servers,make sure to double check the server you want the hearts to go in before check out

[rich junco]

Hi, can someone please help me?
I don't understand how to get the recipe for the Blue Noble Crayfish Platter.
I've followed the same process as with all the other recipes (mushrooms and coffee), where you replace all the ingredients,but I can't seem to unlock it
Do I need to use crayfish with more stars?
Or is it random and maybe I'm just unlucky? 😭

[somber hazel]

make sure you’re using blue european crayfish for all 3 , the first 2 is the lobster ( their pincers are slightly red)

[rich junco]

omg tysm, i try it later
when i'm sure to have it

I'm really sorry, it's such a silly problem
It's just that I've cooked so many things for my dog and this is the last dish I have left to try
I made a chart to check off each dish, and he doesn't like any of them
I really feel like crying

[runic blade]

It could also be golden steamed crab, the eggplant w meat or the 2 winter event meals

[rich junco]

I missed the golden crab, so I have to wait until I find another one
I've already tried the eggplant
but wait, could this be a temporary event dish?

[runic blade]

Possibly but all dogs have 3 favorite food and theres only 2 from temporary event so you should be able to find at least one. One of my dog, i tested them all and only found 1 so the other 2 must be from event

[rich junco]

Oh dear !
Well, he’s bound to be disappointed with life
I’ll get a new dog – that’ll be quicker

[eager kite]

@woven hemlock Is this a solvable problem?

[surreal anchor]

My replays aren’t working properly

[rancid wedge]

Does anybody know what these are for? 🙏

[somber hazel]

beaver coins are for the build challenge
blue is used during exhibition period to visit other ppls works

green is used for submission of work , higher load=more coins needed

[low heath]

What are the requirements to find a ant? 😅 Asking due to still not finding one and Google tells me conflicting things 😂

[somber hazel]

they generally are hard to come by, lowering the graphics lowest does help a lot , makes them easier to spot, they are available all day at fishing village square

[low heath]

Done that, it's level 5 and any weather right?

[somber hazel]

yes

[low heath]

😅 my game just hates me then 😂 love that

Ooo also while someone's actually replying... Does night not class as any weather? 😂

[somber hazel]

yeah i gave up farming them

[somber hazel]

night is sunny

basically the default weather is sunny unless they tell u it’s rainbow/ meteor / rain/snow the rest are all considered sunny
meteor is also considered sunny

[low heath]

I can't even find one... My partner finds loads 💀😂

[somber hazel]

i do find them near side of the road occasionally when passing by fishing village

[low heath]

AHH good to know, imma ss that 😂

[low heath]

I've spent far too many hours trying to find them, I guess it's just going to be ill find it when I find it moment 😂

Cheers 😂😅 at least iknow im not going mental and I am on the right requirements for them

[dim drift]

is anyone having trouble with fishing? Like I go to fish and then when I wanna move spots I cant. I usually have to restart the game and its a pain when the dailies are get fish lol. didnt know if anyone else had or have this problem. I have also updated and did repairs to the game

[somber hazel]

wdym move spots? move character?

[dim drift]

so like I will fish. then move to go to another fish and I wont be able to move

[somber hazel]

are you using pc?

[gentle echo]

is anyone else else having trouble finding maltese?? i found retriever already but have been running around for 20 minutes now trying to find maltese. i restarted the game twice and still can’t find it anywhere😅

[dim drift]

yea but didnt have that problem before. is it a glitch?

[somber hazel]

it’s possible for updates to trigger new bugs
maybe this will help

#technical-help message

[somber hazel]

try switching towns

[gentle echo]

it literally just randomly spawned in front of me right after i sent that message😂 must have been a glitch

[jade lintel]

Is that normal im muted for 10 years ?

[golden kayak]

Hey! I deleted my home to build a better one and now 2 items have disappeared: both cinema arches are gone!!! Can anyone help? Is there a way to contact costumer support? I appreciate any help. Thanks

[sacred ore]

Can someone help me no matter what i do it wont get published am i doing something wrong or is the game bugged ( my ping is bellow 200)

[jovial roost]

hey, so whenever i try to load up the game i get to the loading screen and when it hits 100% my game crashes n closes on me, ive tried restarting my pc, fully shutting it off i even uninstalled the game twice and redownloaded and nothing seems to work ive been able to play with no issues since the 1st but now i cant? is there a way to fix it

[steep violet]

anyone elses beaver build glitching out??

[placid basin]

YES - it's terribly laggy.
I'm on PC and every time I move my mouse the frames drop.
I just want to build

[somber hazel]

What do you mean they are gone? Can you check your blueprint cost tab to see if you were missing materials to build them or just place them manually in build mode

[somber hazel]

Did you possibly asked for refund?

[frank badger]

My friends hearts are in the minus and she cannot interact for 10 years. Why is this and what can she do?

[somber hazel]

did she ask for a refund?

to reverse it , gotta top up how much she refunded

[edgy idol]

my daughter plays on ipad and I have an account on steam, is there anyway for me to login to her account on my pc?

[marsh zephyr]

I NEED a game administrator to message me please

[white warren]

You will need to contact the support center in-game directly please , thank you .

The team here isn't the in-game team; we don't have the same responsibilities or access. Thank you🩷

[foggy wraith]

Bind another platform like gmail/fb etc2 on your current login
So u can use that to login on your pc

[eager kite]

Can I donate in rubles?

[spark ember]

has the team say when more items can be trashed-sellable? The extra MLP items just take up space in both attic and house, several puzzles canNOt be sold, it's miserable..

[split mantle]

I’ve submitted a ticket just now and went to check to make sure my ticket was still there to just double check if I said what I needed to because I’ve never submitted a ticket to a customer support before and the ticket seems to be not there. How will I know if customer support replies?

[foggy wraith]

may i know which icon you click to submit?

because there's 3 ways to contact cs

1. from loading screen
2. from login page
3. in game

[split mantle]

I contacted from the loading screen, would I need to click from the loading screen again to view my ticket?

[foggy wraith]

yess correct

that one is separated from 2nd and 3rd option xd

[white warren]

@foggy wraith @woven hemlock hiiiiiii 🩷🩷
Its me againnnnn 🎶

Any big connexion issue this week ? 🤭

I want to ping crabby too but he's asleep im pretty sure

[foggy wraith]

Olaa
So far for me i didn’t see much queries about connection issues this few days (at least in help & gen chat)
Majority is bout small bugs/glitches here and there~

[white warren]

I love when you say this

[wet adder]

You can tag her like you tag me when I'm asleep

[white warren]

😭❤️

[gloomy wasp]

My game has been freezing after like 3 seconds of loading into a town😩how do I fix this

[snow cedar]

my pc wont load past 75% then freezes up

[silver dome]

try repairing the game through steam or the homescreen button

[snow cedar]

im not using steam im using the taptap app which i checked and its up to date and has enought storatge

[silver dome]

so try the menu screen!! on the top right i believe theres a button for repairing

[snow cedar]

couldnt find repair but did find verify integrity and everything seems ok but still wont loead

[foggy wraith]

can u access the login page?

[snow cedar]

oo oki ill try this!

[marsh zephyr]

Thank you for your help

[woven hemlock]

A lot of players are reporting the game stops loading at 38% since the update this week — usually I think we’ve been able to fix it to get them into the game, but the number of cases stood out to me.

I haven’t noticed “time out error” (that specific error card) in a while, and network connection errors overall definitely feel a lot less common than before.

Other than that, nothing that jumps out at me!

-# sometimes the activity in this channel is so slow that i wander over to the other help channel bc idk what to do with myself

[foggy wraith]

-# omg same which is why recently i pop in every channels - even to chinese side

[woven hemlock]

-# maybe its time for us to go touch some grass

[white warren]

Poyhahahhaha

Thank you both, You're doing a amazing job

[ember raven]

idk if im trippin but ive tried to buy some heart diamonds and it wont even take me to the purchase page and i've restarted my game 3 times

[woven hemlock]

Do you play on steam?

[ember raven]

yes

[woven hemlock]

Can you check in your Steam settings and make sure to enable Steam Overlay? Might need to reboot the game afterwards

[ember raven]

thank you lol u need a raise

[woven hemlock]

unluckily i dont get paid for this, but i will mentally beam the sentiment to my actual employer and maybe ill get a raise there instead

[woven hemlock]

Help! My game keeps crashing!

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

• (if PC) make sure you have sufficient space on your 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

[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

[ember raven]

bruh that wasnt the problem even tho i had it off and i restarted my game and pc after enabling it 😭 i just wanna spend money

[woven hemlock]

What happens when you try to make a purchase?

[ember raven]

nothing happens like it doesnt take me to steam at all

[woven hemlock]

make sure steam overlay is on, not off, and then try clicking repairs from the start screen in heartopia

it will seem like it crashed, it’s just redownloading game files in case one of the files corrupted there

[elder jay]

can't you go directly to heartopia official page and purchase the hearts from the website? or you intend to use steam wallet to buy the hearts?

[woven hemlock]

I was gonna suggest it as an alternative if repairs doesnt work, but it doesnt really fix the original problem

[elder jay]

ah yea, make sense

[ember raven]

steam wallet

[elder jay]

oh ok, then following fallingwish's advice is your way to go

[ember raven]

didnt work 🫤 and i tried every setting that could be related to it

[graceful scaffold]

Hi, I've had the same problem. The game gets stuck loading until it reaches 39%, then it says I have a bad connection. I uninstalled and reinstalled it, but now it forces me to download an update that never finishes loading, only to give me an "abnormal download" message. I don't know what to do anymore. I haven't been able to access the game for a week ( i play in a tablet)

[vast wraith]

Unable to access my furniture in beaver build challenge & neither can my teammates

[woven hemlock]

do you have any device settings that might be blocking popups/redirects? I dont play using steam so not sure what could be blocking it

[ember raven]

nah i would know, last week i purchased something and i havent done anything different but i did turn off overlay but it hasnt changed anything since i turned it back on

[woven hemlock]

could try redownloading heartopia onto steam, maybe theres something in heartopia that isnt connecting after the setting was turned off

make sure to save/favorite any photos in the photo album that you want to keep

[ember raven]

okay!

[pastel hill]

@raven yew

[woven hemlock]

is there a reason you keep pinging them in this channel?

[pastel hill]

Yes she is having trouble with something and I pinged her so she can ask in here but she hasn't responded to me yet so she will hopefully post her issue in here soon!

[sullen rain]

i think i know the answer, but is there a way to refund this item? i spent around 200 or so ticket thingies on it without realizing the light glowed purple... which is not what i wanted/was going for. the picture looked like it would glow white or like a cream color, and when i went to place it at home i realized it glows purple. anyways someone please let me know if i can somehow return these and get my tickets back or something, because this is not what i thought i was buying 😭

^ even when you click to view it, it doesn't show what color it glows so i really didn't know it would be purple, i just assumed it would be white/off white 🫠

[lofty yacht]

I cant place roller coaster cart on track in the competition terminal..please latus place it

[woven hemlock]

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

Help! I need to contact customer support!

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

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

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

[woven hemlock]

they used to have a note on all their gachas to remind players that tickets spent won't be refunded even if you're unhappy with the roll results, but i can't find where they had it written. anyways, i've never seen them issue a refund for anything unfortunately; you can always ask their support center and shoot your shot, but i highly doubt you'll succeed

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.

[sullen rain]

ah that’s unfortunate, i’ll try my luck anyways! thank you

[jade lintel]

Yeah

[elder jay]

are your red hearts valued in negative amount? if yes, then you have to do top up and bring it back to at least 0 amount.

#technical-help message

[blazing prairie]

App continuous freezing in some of devices still not resolved. App is updated and been repaired/redownloaded and still crashed/freezes. This is annoying esp when cooking ughhh🥴

[crystal ermine]

This bear is a plague. Why is it in the shop every day? In the same spot? Please fix. I feel like it's haunting me.

[pseudo igloo]

^me too

[elder jay]

do other furnitures changed by reset? if yes, then it's just a matter of luck cause the furnitures are randomized and you appear to get the bears on the same spot everyday.

[crystal ermine]

It's been like a week and a half in a row

[elder jay]

if the bear is still there by tomorrow, kindly report it to CS by providing screen shots

[jade lintel]

Ty

[pseudo igloo]

(mine from today, adding it here as well... also been almost 2 weeks. We have been having quite a laugh over it for a while now, but it's becoming excessive enough to report~ xD )

[amber forge]

Hi - can anyone tell me where to find the first 2 items listed in our build challenge procurement - not sure how i am supposed to find or craft these.... Lemon Verbena?? And Brick Bowl Grape Shaved Ice??

[foggy wraith]

u can ignore it for now, that possibly the food for the upcoming festival

[amber forge]

Ok thank you - was worried i missed something - no double procurement for us then 🙁

[elder jay]

I know dat feels, I got the unknown creature for double proc too...a firefly..

[somber hazel]

the only way to reverse it is to top up the amount refunded

[plush dew]

Help I haven't been able to find flawless flourite for 2 days now. Ive looked over the whole map!

[woven hemlock]

https://discord.com/channels/1128257488375005215/1436390925948424355

If you’ve gone through the introduction quest for the fluorite, it will appear randomly at one of the housing plots or in the onsen near the capybara trough, so the easiest method is to start from one house and do a loop around the front of each housing plot (this also works for the roaming oak tree). If you don’t see the fluorite in front of any houses, then you can go to the onsen, it should be nearby (in the area it was for the introduction quest). (For the roaming oak, if it isn’t in front of a house, it will be in the spirit oak forest near the bus stop)

[steel jay]

Good Morning, I have been trying to finish this gossip quest, but I can't seem to figure it out. Everyday, I been feeding my cat different fish to see if it would complete it but nothing seems to work and I believe I had the quest since Winterfest. I don't really know what to do.

[elder jay]

you can make a list of fishes you've fed her to keep track of the list, or you find someone in your server who knew what their cat's fave foods are and feed their cat the fave food

[woven magnet]

Hi, is it normal that once you purchase a furniture using the order system, you won't be able to place another order of the same item moving forward? I already tried to wait for a week, if it sort of refreshes the items weekly or monthly but it does not seem to be the case.

[steel jay]

Does it have to one kind of fish that I need to feed to can I combine with different kinds of fish?

[woven hemlock]

yes, the order machine can only be used to order things you don’t already own

[elder jay]

you can feed several fishes at once, once it finds the fave foods, it will leave a 💗 mark on the food

[woven magnet]

dang it's pretty much useless to me then, I thought I'd be able to complete my build using it

[woven hemlock]

Last month the devs added a ❤️ to fav foods in the feed page like we have for wild animals, so it should be much easier to confirm the favorite food now. You’ll need to re-try every food though, since it only counts if you fed it to them after the update

[elder jay]

for the time being, order machine main purpose is to complete our collection, not to provide us with dupe items

[woven hemlock]

i wish it was for dupes, i need more cabinets from the bear set they give u when u first join

[woven magnet]

At least they can make it so you can purchase multiples of the same item once you order them or the ones you've already ordered is available for repurchase with how hard the tickets are to get

[elder jay]

same here, I want more sofas

[mighty bone]

-No oak three today
-Animals walks trough foundation from the home.
-Scooter has a weird bug where there is wheel going around in circles
-No berry jam 3 star possible.
-Never enough weed

[wet adder]

Oak oak back to his home in the forest

[elder jay]

• oak tree is in the spirit pine oak forest, in it's original place.
• if you mean your pets, yes, they walk through anything
• please took a screenshot and make a report of bug
• berry jam is actually luck based, depending on cooking lv, you might have higher chance on higher stars
• weed is always enough, trust me, just plant a lot

[proud rain]

i bought the penguin material pack for 50 blue hearts but i cant use it. can i get a refund?

[foggy wraith]

what do you mean by you cannot use it?

[proud rain]

it has a lock on it, is there actually a way to use it?

[foggy wraith]

the lock is normal for material packs
u can just hold and use it

have u unlock any winter items?

[proud rain]

no, is that why?

[foggy wraith]

u can unlock it also

[foggy wraith]

oh, if u dont have any building materials or furnitures that can craft with penguin material pack, then u wont be able to use it anywhere

u can keep them until next winter fashionwave most likely

[proud rain]

oh i hope it will work for the next one! thank you for your help

[sharp star]

Hey! While building on an island, I stumbled upon two different items: a Lustrous Carousel Horse and a Lustrous Carousel Unicorn.

I’ve checked the Lustrous Parade banner multiple times, but the Unicorn isn't listed in the Gacha. Where did this come from?

(Left: Lustrous Carousel Unicorn, Right: Lustrous Carousel Horse)

[foggy wraith]

wdym? :o

this is the default skin

[grizzled garnet]

Please help, I don't have the beaver event thing what should i do?

[foggy wraith]

Two requirements for the Beaver Challenge:

• DG Level 12
• Minimum of 1,500 Home Evaluation Points

As mentioned in #announcement message
"If they do not meet the requirements before the challenge starts, they may still enter the exclusive island to build during the challenge as long as they fulfill both the level and score requirements by 05:59 on May 16."

[sharp star]

thats a lustrous carousel horse but this one in the pic is the lustrous carousel unicorn

see? one has a horn and one doesn't

[foggy wraith]

The two pictures i sent

[foggy wraith]

Left side

[foggy wraith]

Is this

[foggy wraith]

Right side

[foggy wraith]

Is this

[sharp star]

can we remove the lustrous carousel unicon from the merry go round?

[foggy wraith]

yes

if u have other horse to replace

[sharp star]

omg! really?! I was looking why in the island I can see the unicorn as an single item but when building in my own plot I can't.

[foggy wraith]

most likely because in the beaver island, everything u unlocked is unlimited

so the horse is counted as an item

just click on that icon

[sharp star]

Omg thank you! I was seriously going crazy thinking I’d missed the Carousel Unicorn somehow xD.... especially since I couldn't find it anywhere in the banner list.

[outer smelt]

Does anyone have problem with the build challenge sale??? I give items and it doesnt counting them for the weekly quota..

[somber hazel]

Weekly quota only for double procurement items

[outer smelt]

Yes am giving double procurement items and it doesn't count them down as it should be

[somber hazel]

Wdym ? Like you didn’t get double coins?

[steep violet]

No, it doesn’t give any coins at all

[somber hazel]

Are you Ria?im confused

[steep violet]

No but I know Ria 🤓🙄

lol wth

[somber hazel]

So you dint get any beaver coins ?

[white warren]

@somber hazel @foggy wraith @wet adder
Just out of curiosity, have you had any players who, when visiting other players or logging out of the game, lost all their buildings—as if they were just visitors to their own island?

For the build event

[somber hazel]

No only had people complain about another member deleting their work , don’t know if it’s connected

[white warren]

Nop, okay thx

[steep violet]

She put 50 fish and there were no change to the coins 🤷🏼‍♀️

[outer smelt]

I put a lot of fish that i have at double procurement and i havent get the points i should..other coins was writing that i should have and other i got .. almost like i didn't get coins for the half fishes

[somber hazel]

Can you check the logs? If it registered

[wet adder]

Hmm today has 3 players reported that their whole building disappeared from the Beaver Challenges. Let me share the 2 links I found:

1. #gameplay-help message

2. #heartopia-only message

[white warren]

This is helpful, thank you!

[somber hazel]

And do you have screenshot of the fish on double procurement ?

[outer smelt]

Yesterday it was written the price that i gave them items but this wasnt moving down properly as it should from what i sold

[somber hazel]

So it wasn’t in the logs?

[outer smelt]

No no no its not goes up ..its going down it was 5000/5000 i gave like 50 fishes and thats it the picture after all the fishes

[wet adder]

Found the 3rd link of someone has their building disappeared:
#gameplay-help message

[foggy wraith]

yeaa, thats the only ones that we encountered thus far

[somber hazel]

Can you check this logs please

What did it say in the logs?

[foggy wraith]

we did ask if they're using glitch, but i think only 1 said they didnt

the rest didnt reply and 1 more we didnt ask

@wet adder iirc isit? xd

[white warren]

Okay, for now told them to contact the support center... and if they get a response, it would be helpful to post it here. For now, it seems these are isolated issues. 🩷

[somber hazel]

Ok sorry it supposed to go down after selling, you sure it was 50 grayling?

[graceful marsh]

I had the same issue just now

-# got a heart attack

But when Milo checked it, it was still there

[wet adder]

Chwe and I are from the same team. Her issue got resolved by me inviting her back to Beaver challenge

[white warren]

[graceful marsh]

[white warren]

Ok waiiiit

So

Milo you are the owner ?

[wet adder]

Yes I'm the leader and owner

[somber hazel]

So you sold 50 graylings?, report to customer support with the screenshots

[outer smelt]

Ok thanks...

[white warren]

Ok..
This isn't related, or maybe they're two different issues...
My two French players are the leaders of their teams, and yet the rest of the team isn't seeing anything anymore🙄
Well, seems its a visual glitch for you

[wet adder]

https://tenor.com/view/anya-forger-taking-notes-oomfie-spy-x-family-memo-gif-8287618218761733944

I'm glad our building didn't disappear

[graceful marsh]

So basically, It starts from 5000/5000.
Because it only gives you a limit of 5000 beaver coins to exchange for a week. So, once you sell any items, it will slowly go down. Meaning you have this certain amount of coins you can get before the limit runs out

[steep violet]

Yes, and she was putting Graylings which is one of the items on top for her, but it never went down or gave the coins 😁

[white warren]

For the futur,
If someone comes to you with this problem, ask them if their team leader can see the construction. If so, tell them to do what you did.

If the entire team can no longer see anything OR if a player went to visit someone else and all their materials have disappeared > support center directly and provide us the answer

Thank you guys.

[graceful marsh]

Thankyou, Daly

-# Even though I almost died from not seeing it

[white warren]

I understand you 100% xd

[white warren]

@graceful marsh Have you always been on Milo's team?
Weren't you on a different team before?

[graceful marsh]

No, I have always been on Milo's team since the first phase

[white warren]

Okep thank you

[somber hazel]

Btw Daly I’m not a guy you can call me she/her

[white warren]

IM SO SORRY

I give you hug right now

[somber hazel]

It’s ok!

[somber hazel]

https://tenor.com/view/cat-kiss-catkiss-cat-kiss-cat-kissing-gif-16899029469483761674

[foggy wraith]

-# Im a girl too, Daly, incase udk xD

-#

[white warren]

I knooow i knooow, im bad

[foggy wraith]

nah ure good
ily always

[main pecan]

they told me that the animation is only for outfit advertisement, and theyll "pass it onto the managing team"... 🫠

[analog tree]

hi question, i have a current gamg membership active if i buy a new one, are they stackable?

[foggy wraith]

Yes max 90 days u can stack up to for premium
Aka 3 passes

Normal is 21 days max

[analog tree]

thaaank youuu!!

[foggy wraith]

Once it drop to 60 days or below, u can buy another one and it’ll go back to 90 days^~^

[still arch]

I have the exact same items for double procurement, lol.

[glass edge]

hi I'm not sure if this has been asked before but I want to ask if the furniture in the beaver island is unlimited? or does the same rule in the usual blueprint mode apply to it that you must own the same quantity of the items you displayed?

[somber hazel]

unlimited unless it’s creative furniture like painted furniture

[glass edge]

thanks for this 🤍

[spark ember]

did they say if they will fix the light flickering on furniture surfaces? the constant blinking on some tables-countertops by lights is very eye breaking I swear...

[raw helm]

I built an roller coaster and sometimes when I'm on the ride it randomly teleports me to the start. Does anyone know what can be wrong and how to fix it?

[faint wigeon]

Support sucks with responses,

And no blueprints as well which makes building that much worse and harder. no undo button either.

Do we know for exhibition WHY DO rollercoasters not work? I asked support and my cryptic message was "confirmed to be standard game setting" what the heck does that even mean? Does that mean it will never work or is a rollercoaster useless in the build challenge?

[white warren]

That means you can't use them. It won't change. It's normal that it doesn't work for the event

[faint wigeon]

Thanks, now its gonna ruin 90% of our build and experience 🙁

[white warren]

Im sorry for your experience

[slender cave]

how do i change my house name? like on the map or when i take pictures?

[runic blade]

In home settings

[slender cave]

THANK YOU

[faint wigeon]

To be fair it would have been better if they completely made that item unselectable too.

[white warren]

You can contact the support center again directly in the ticket for let them know your suggestion. Unfortunately, I don't have access here

Wish you a good day

[wraith wave]

Can we only used painted furniture and not painting?

[somber hazel]

yes

[sour idol]

Good Afternoon folks

[stoic tangle]

Bonjour

J'ai pris un abonnement vip et j'ai 46 cristaux lunaires et 9 coeurs rouge ils en faut 10 pour avoir un pass ?

[somber hazel]

#language

[sick gazelle]

my fishing rod and the insect catching thing keeps glitching me out, when i use it its freezes my character and i cant move, even if i reset my position and i also cant use it either even if i withdraw it

[tribal swallow]

My friend gifted me the gamg pass but it doesnt added to my account after I opened them. Is it a bug? How do i get it solve?

[crimson cargo]

Did you find the ticket in your inventory and use it?

[tribal swallow]

I opened them already, but my game pass still at 10 days remaining

[crimson cargo]

Open the gift with the ticket or go to your backpack and use the ticket? The gift gives you an item that you can use to get the membership, it doesn’t automatically give it to you

[somber hazel]

Maybe this can help u #technical-help message

[tribal swallow]

Let me see if its in the backpack

[tribal swallow]

Okayy got it. Thanks for the help

[crimson cargo]

It’s no problem at all! Always happy to help!

[scarlet trout]

My friend uninstalled Heartopia and when she installed back lost all her account, how can she recover??

[crimson cargo]

Is she logged in and on the right server (America, global, SEA, TW’HK’MO, or Asia)

[scarlet trout]

She logged in the right server

[faint wigeon]

ill be honest with you if the devs and heartopia havent thorugh about this why would i waste my 2 mintues writing this up as as suggestion. When it should have already been thought of. Every other company in the world knows that if you cant use it "dont make it selectable" its coutner intuitive to put any work into heartopia when they wont even do the same. Im, seeing lots of lazy understanding in the game and development overall. Its really not a hard concept to grasp. Even if i were to develop a game similar i would have already thouigh of this. It literally makes no sense. Sorry not ranting to you just the general of heartopia. Espcially after we give money gacha after gacha after gacha after gacha. they couldnt even consider fixing the problem from the get go like huh? why would i want to help them at all? No offense heartopia, im seeing very lazy work across things recently, with how things are being done very basic needs are kind of lackluster

[floral swan]

Oooh ok, so it's not about spending it on cinematic things. Ok that makes, I was so confused since the whole cinematics stuff was all gone 😅 Thank you 🫶

[nimble pier]

im struggling to get into the game on my laptop, I click play on steam and then I can't move my mouse or use keyboard shortcuts. the game is just stuck on the loading screen

[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. This is a problem with the game’s optimization and not with your network. 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

[nimble pier]

I still can’t move my cursor

[woven hemlock]

Can you try this?:

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

[nimble pier]

I have five of one of them and none of the other

i just dont get why my mouse nor keyboard will work once i open the game

[woven hemlock]

Disable all of the 5 listed that say HID-compliant consumer control device

The game is mis-detecting your keyboard and mouse as a controller

[nimble pier]

It seems to have gotten worse

And I still can’t move my cursor

[woven hemlock]

Can you try reinstalling the game?

Also, is this your first time playing Heartopia on this device?

[nimble pier]

I have already deleted and reinstalled, and no I’ve played on my laptop mostly

I played on my phone earlier today, and I recently had a windows update but I don’t know if that’d affect anything

[woven hemlock]

If the windows update is the only thing that’s different since you last played, it may have affected how the game interacts with your device

[nimble pier]

Well I’ve played once since then and it was fine

[woven hemlock]

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

Try this for the white screen

[woven hemlock]

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

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

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

[nimble pier]

Changing the launch thing worked!

Thank you for all the help

[woven hemlock]

Phew, im glad it worked!

[white warren]

[woven hemlock]

do you still have issues with the mouse?

[oak widget]

Go to hell

[white warren]

I really hope it was a scam account biscuit

[oak widget]

It was

[white warren]

[subtle oriole]

Don’t know if it’s just me or others are having issues but my new handheld prop isn’t showing up in my dress-up area…

[woven hemlock]

it's a skin for the tablet in the toolbox, not a dress up item

[foggy wraith]

-# i chose a less crowd place to share this
-# @runic blade my uid is

i'll accept later after work, i leave my game on at my home pc xd

[runic blade]

Okay loll no rush

I sent it

[scarlet trout]

Does someone actually read the suggestions?

[woven hemlock]

if you mean the ones in #suggestion , yes, but that doesn't guarantee that they will be implemented

[subtle oriole]

Ooooh I’m dumb xD thank you!

[scarlet trout]

Okayy, thankss, have a great night/day ❤️

[sly ice]

my pc seems to be stuck logging in... had to redownload the app and everything for other pc reasons, but after i login with my account, its loading forever??

[woven hemlock]

try these, for the VPN option, i've heard players say that changing their location to singapore or canada seems to work for them

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. This is a problem with the game’s optimization and not with your network. 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

[sly ice]

so.... that did not work. the issue isnt within the game, its when it pops out to my browser. i login just fine, hit continue with my account in heartopia, then it loads forever.

seems to be a browser issue... what browser do yall use that works on this??

[woven hemlock]

oh do you mean like

you go to the browser to log in, but heartopia still asks you to log in, as if you didn't do it in the browser?

[sly ice]

yes

[woven hemlock]

ah, different issue than i thought u were saying, hang on

try this instead:

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

[sly ice]

all good i dont think i explained it right lol

[woven hemlock]

nah its ok, it can be hard to explain whats going wrong

[sly ice]

ohhhh ok i gotcha

does not seem to be working with brave so im going to try with chrome

ha! sucess!! thank you so much, chrome was the only thing that worked

[woven hemlock]

wahoo! glad u got it working!

[south knot]

Hi will we be able to use the rollercoaster in the build challenge? Currently we cannot.