technical-help

[solemn vine]

Helloo, I'm having problems with this for a week or so. It happened so suddenly! In order:

• When I want to water my plants, it automatically does 3*3 waters the planters
• When I pull my net, it automatically aims to the bottom right corner view. I can't aim or shoot properly because of this
• When I pull my fishing rod (or any item that does aiming), I get stuck completely right at the spot! The only way I can move is by using vehichles, but when I get out of my vehicle, I still won't be able to move and still stuck in place.

It tires me because I can't do events properly because of this bug, anyone know what's going on??

Sometimes my camera also pans to the left side automatically It happens right before the building challenge started 🙇‍♀️

[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

[solemn vine]

Ohh, it did work! Thank you!

[clever basin]

that will be forever in the event? i made a park and i need a rollercoaster working

[wooden furnace]

Same for me and I’m annoyed cuz can’t get 5 star lol

Hold up! We can redesign the horses !?

[foggy wraith]

Yes

If u have other color~

[wooden furnace]

Yeah same automatic response. I barked. Cuz other things had same animations even the fairy ones and this was so boring

[wooden furnace]

Buy from the tokens store right ? The alternative colours

[foggy wraith]

yup

[frigid hawk]

Good morning, since the last update my game is crashing while loading. I always have to alt F4 it, then repair, then verify files then start it again, hoping it will not crash again.

[woven hemlock]

what device do you play on?

[frigid hawk]

Computer

[frosty canyon]

Hi guys, is it intentional in the beaver build island for all the lights to turn off when leaving build mode? It's annoying because I want them on all the time and I have plenty of lights being placed..

[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

[frigid hawk]

Thanks i'll try that

[woven hemlock]

can ask customer service, i don't think anyone here has asked yet

[limber crown]

Is it okay for you now? I still can't launch my game after it crashed T_T

[somber elbow]

? how do u get ur data for this game ????

if u get a new pc?

[graceful marsh]

Through binding

[somber elbow]

it bind to stream

but it steal want to start a new game

[graceful marsh]

I think it's better to bind it with email

Did you log in with your steam account?

[somber elbow]

yes

it want me to start a new game

and i dont want too

[foggy wraith]

uhmm, try this?

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

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

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

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

[somber elbow]

im using stream

is there samething i need to do with stream

[sudden tartan]

Not only are you trying to sell us the water item, which should already be in the game, for money, but it doesn't even appear in the gatch pack. It's really unfair to charge so much for it...

[woven hemlock]

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

[sudden tartan]

Honestly, I wish they would read this instead... Because the players talk and share information here.

[woven hemlock]

even if players talk and share information here, it isn't a place for official feedback or reports to the team

the server is for the community to interact with each other

the team did try to take bug reports here at the beginning, but they had to stop. i think the playerbase grew bigger than they anticipated and they had to direct players to the support center instead

you can also post in #suggestion

[winged ingot]

Hi, is there any reason why The beaver thing is not showing for me? I wanted to join my friends group building competition but I don’t have it.

[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, you can join a team until the building phase ends as long as you reach the two requirements by May 16th 5:59am server time

[peak terrace]

Hi, I'm having an issue w the beaver event . Loading into the island it appears empty, and I cannot edit anything nor replay? The evaluation score is stilll there so I know its just not loading for me. It also says the "You're currently in the home area....position will reset" message, not sure if anyone else is getting this bug

[graceful marsh]

Hi, apparently this is become known issue.
Some of us faced this issue, there are 2 things you can do:

• Check with your team leader or member if they can edit it, if they can, ask them to invite you so you be able to edit it again
• If all your team members can't edit it as well, report this to the customer service

[hollow trout]

Holaa, he estado teniendo un problema al intentar ingresar a algún pueblo me sigue cargando y no permitiéndome entrar a algún pueblo, he intentado reparando y volviendo a iniciar sesión y sigue igual, que podría hacer?

[somber hazel]

#language

[vital void]

Hi, my friend cant seems to interact with the maltese & retriver nor feed it. Is it a bug?

[foggy wraith]

try change town

[runic blade]

Could they before? They might need to do the animal care quest

[pulsar wadi]

iam stuck loading at 39% my connection is fine

[frank drum]

U have the newest update? From phone and hato?(or pc) And u have enough storage?

[pulsar wadi]

i alreadydelete then install again

[frank drum]

Ah okay 🙂

[pulsar wadi]

still stuck

[foggy wraith]

umm, can u try this?

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

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

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

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

[fresh pecan]

I have a question about the island building event: how are we supposed to place the roller coaster cars? Because it won't let us interact with the track.

[white warren]

Unfortunately, these don't work for the event, so you can't use them.

[serene topaz]

anyone else that’s doing the beaver challenge , notice that they have things in their inventory that they don’t even own? i know if you do it with other people you see their inventory as well but im solo right now until my friend joins & i have things that i dont even own. not complaining or anything lol just curious

[stoic sky]

Not sure if I just can't find it, or if maybe someone else has already reported this bug and just hasn't been fixed but...

FLOWER SEEDS , not the plants but the bags, simply disappear after putting them in storage. They are not there anymore, simply gone, I have searched multiple times and they are just gone.

[fresh pecan]

yo check that bag was full and send to mail?

[stoic sky]

It's not in the backpack and not on my mailbox, also not on my storage, I kept thinking I was going crazy lol

But I kept checking multiple times sloooooowly and thoroughly, cuz now I can plant more flowers that's why I kept putting them in storage, but it's just gone, over 20 flower seeds at least, poof lol

[kind cape]

I can’t build my house because I have negative diamonds I need help

[runic blade]

Did you trash them by accident?

[runic blade]

If you did a refund thats normal, you need to pay the minus balance to go back to normal gameplay

[unreal prism]

If I have an issue with another person in the server that needs addressing do I go through ModMail or do I need to message a mod?

[woven hemlock]

open a ticket using the bot @twin yacht to contact a mod

[unreal prism]

Thank you

[slow oriole]

Hello i need help!, is there any way to recover my Heartopia account? It is linked/bind to my Facebook account, which has been permanently disabled. Because of this, I can no longer log in to Heartopia😢

[graceful marsh]

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

[woven hemlock]

oh noooo, did you have any other method linked to your account? 😢 or do you happen to have the game logged in anywhere still so that you can bind something else to it? like for my heartopia on my phone, it's never logged me out so i haven't had to log back in since i created it

[slow oriole]

I don't have any recovery methods linked to my account. I was logged in on my computer, but it was automatically logged out on both my PC and my phone the moment my Facebook account that linked to my Heartopia account was permanently disabled.😢

[woven hemlock]

noooooooooo 😢

you could try reaching out to the devs to see if there's anything they can do to help, but i don't know if they can add a login method for you 😢

worth a try though, you can make a new account with a different login method and reach out to them with what your old UID was

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.

[sour idol]

Oh boy

[mellow socket]

I need help, it says there that I exceeded the height limit even though I put up a wall without any problems.

[woven hemlock]

the game counts height limit from the bottom of the item, so the wall is okay since it's on the limit, but the flooring isn't because you're placing it above the height limit. hopefully that makes sense

[lilac saddle]

Hello I need your help, My co-construction is no longer working; it now shows an empty space that I cannot modify. Is it normal?

Update --> It works now, it last 10 minutes, it was not visible anymore

[stoic sky]

Nope, didnt trash them, just put them into storage just like I do with everything else, is the ONLY thing I've put in storage that goes missing, and that's every single time .-.

[opaque ice]

Hi is anyone else’s game not letting them log in?😭😭im playing on mobile and it made me download an update that was 2GB and I did it, but afterwards when I clicked log in, it doesn’t do anything 😭😭

[boreal sphinx]

anyone having issues with the game tonight? my bug wand doesnt work, it shows me from above my character when i take the bug wand out. my character is froze and wont walk.

[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

[boreal sphinx]

I can try this but ive been playing for months on PC and this is the 2nd time tis happened. and seems to be when the petals are falling by game gets laggy and tools act like this

[opaque ice]

Hi is anyone else’s game not letting them log in?😭😭im playing on mobile and it made me download an update that was 2GB and I did it, but afterwards when I clicked log in, it doesn’t do anything 😭😭

[copper elm]

Same it says login failed. An unknown error occured

Wtffff

[restive socket]

same here? I log in and nothing happens : (

[acoustic niche]

Heyo 🙂 Hopefully someone knows what I might have done wrong lol

I started playing Heartopia on PC through steam a while ago.

I LOVE it and would like very much to add it to my phone (android)

Every time I try, it's a NEW character, not the one I've been using over a month in game lol

I've tried binding it to steam (through my phone) but it says it's already bound (I assume because it's bound to steam through the PC)

I've tried binding it to the same google profile that it's bound to through the PC, but even that doesn't work

Is there no way to have my lived-in profile on both my phone and my PC? Or have I done something weird and borked it lol

(I also tried uninstalling on the phone and reinstalling)

pleeeeease haaallllpppp me LOL!

XOX

[foggy wraith]

Uhmm, Can u try this..?

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

[acoustic niche]

Thank you! I'll look into that.I don't have more than one google account, and I don't have more than one Steam account, so I can't imagine that being an issue? (and besides, it won't let me bind to steam through the phone because it says I am already bound lol)

But I'll look into those! XOXO

Any other ideas from anyone are also welcomed 😍

[twilit raptor]

im having issues. i can open the game but it wont actually load me into any towns no matter what i do

[woven hemlock]

are you getting any specific error message?

[twilit raptor]

nope

it just says loading town and it never does

[woven hemlock]

can you try these and see if anything works for you? if/when trying VPN, players have said switching their location to singapore or canada seems to work better 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

[twilit raptor]

im playing via steam on Pc, i have restared the game and i have logged in and out and i dont use a vpn

[woven hemlock]

when you sign in to heartopia on steam, which button do you click on to log into the game? do you use steam to sign in, or google email, etc?

whatever option you clicked on initially, you have to keep using that same button when you switch devices -- however, not every option is available on every device. (for example, you can't use apple to sign in on an android device).

[twilit raptor]

i used the steam to log in, and ive never played on mobile

[woven hemlock]

(the previous message i just sent was directed at a different member)

[twilit raptor]

oops sorry!

[woven hemlock]

have you tried turning your wifi off for a few seconds and then on again?

[twilit raptor]

yes

[woven hemlock]

do you have a different connection you can try? such as using hotspot temporarily just for log in purposes

[twilit raptor]

i can ill use my phone as a hotspot 1 sec

okay ive tried and im still getting the same matching town... message tht doesnt actually load anything

[woven hemlock]

can you try VPN and see if that works? ProtonVPN has a free option that you can try out

[twilit raptor]

okay ill try it where do you suggest i set the location to?

[woven hemlock]

other players have said that setting the location to singapore or canada seems to work better for them

[acoustic niche]

Oh interesting! Thank you.

The first time I opened the game, it was through steam 🙂

But when I try to open it via steam on my phone, there is no 'play' option. It just shows me the time I've spent in the game etc 🙁

(but that might be something weird on my end because I only just downloaded steam onto my phone tonight to try and help this situation lol)

[twilit raptor]

it connected me to a japanese server and im in thank you for your help!!

[woven hemlock]

i believe that's because you can't use steam to log in on the mobile version of the game -- you'll need to go to your PC, log into steam there, and bind a different login method to your heartopia game, such as facebook or google. you will then be able to use your alternate login method to sign in to heartopia on mobile

since you used your google profile to create a new profile on mobile, you won't be able to use that same google profile to bind to the PC version right away. however, if you're willing to wait a bit, you can request heartopia to delete the account that was made using the google login -- account deletions take around 15 days to complete, after which you should be able to bind the google login to your original heartopia account

[woven hemlock]

yay! im glad it worked!

you should be able to disconnect the VPN and play normally using your regular connection, now that you're logged in

[twilit raptor]

awesome thank you so much for your help!

[woven hemlock]

@restive socket @opaque ice
can you try these and see if anything works for you? if/when trying VPN, players have said switching their location to singapore or canada seems to work better 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

[acoustic niche]

Oh! That makes sense - I bet that's the issue.

So say I aks heartopia to remove that accidental account I made (not knowing that HOW I log in would determine if I am in a new account or not lol) - and I wait the 15ish days. THEN go into my heartopia on PC through steam and bind the game to google - will I still be able to 'log in' through steam on my PC? If that makes sense lol. Or, will I have to someone open it through google on my PC every time I want to play that way(edit 'that way' meaning on my PC)?

Sorry if that's confusing ... LOL! And thank you for continuing to provide insightful answers xo

[woven hemlock]

yes makes sense! dont worry, this part is really difficult to explain. i've had to change the words i use because people get confused easily

when you boot up heartopia through the steam launcher, you'll be able to click either the 'steam login' and the 'google login' to sign in to your account. when you launch the game through mobile, you won't be able to use the 'steam login' button, since it doesn't exist, but you'll be able to use the 'google login' button, which will connect you to the same account. binding an extra login account basically gives you more options to choose from, and more flexibliity, in case you lose access to one of your login methods or you are trying to play on a different device, like what you're trying to do now

[slow oriole]

hello, how do i know if customer service responses to me?

[woven hemlock]

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

[acoustic niche]

Thank you very much. I hope it all comes together in the end!! I appreciate your help 💖

[frigid hawk]

J'ai toujours le jeu qui crashe après avoir fais ce qu'il y avait dans les procédures que vous m'aviez envoyer :/

[woven hemlock]

(Traduction Google) Bonjour ! Désolé d'apprendre ça. Jouez-vous sur Steam ?

(Au fait, nous devons utiliser l'anglais sur cette chaîne.)

=====

(using Google translate) Hello! Sorry to hear that - do you play on Steam?

(By the way, we need to use English in this channel.)

[stable forge]

Is there a way to play Heartopia on a MacBook?

[frigid hawk]

Hi,

Thanks for the answer. No I'm playing via the Taptap game launcher :0

[opaque ice]

@woven hemlock I set my vpn to Singapore and it worked!! Thank you so much👍🏻👍🏻🙏🏻🙏🏻🙏🏻

[unkempt vessel]

it's not showing up in my collection😢😢

[meager horizon]

omg help me guys they loged me out of my account

[graceful marsh]

After the fix, you need to re-cook it

[granite mango]

i can build that for you

[upbeat belfry]

when the new event coming?

[swift pulsar]

my friend didn't get the maltese event even though they have an updated version on phone

[vale moth]

Do you have a photo/ video of it? Thats not normal..

[swift pulsar]

she got the maltese event, but didn't get the fairyland build cup one. my bad.

[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."

[swift pulsar]

i see. thank you very much for the clarification. ❤️

[zinc hazel]

Good morning! Just wanted to report a small bug. I keep falling through floors?? Not sure what’s happening but I fall through solid flooring and get stuck under houses

[opaque ice]

Sorry I just tried logging in again and it’s doing the same thing even with the vpn on😭

@woven hemlock I can load the game log in page but when I click start it gets stuck on matching town and doesn’t go into the game

[teal cairn]

Same thing happened to me and my friend, it seems like a really easy error to make when the only option shown is to login before you can link accounts. The Steam login option needs to be added on mobile, or brand new accounts should be able to merge with existing ones. I already contacted support myself but there doesn't seem to be a way around the 15 day deletion period to free up my gmail which is a bit frustrating.

[thick sinew]

Does anyone know how to lock things you’ve built in the challenge? I’m the team leader in mine but can’t seem to figure it out

[glacial pasture]

You can't unfortunately 😿

[languid rune]

Hi I was wondering if any one can help me.
I created account on Steam and now I’m trying to open up my account on mobile. But I don’t have a Steam login when logging into Heartopia on mobile

[woven hemlock]

Go to steam and log in to your Heartopia account. Click the person icon on the right side of the start screen — you’ll be able to bind an alternate login method from there, which you can use to log in to your Heartopia account on mobile

[languid rune]

Do you know how to unbind an account?

[woven hemlock]

There’s no way to unbind one login method from a Heartopia account, but if you made a new account by accident, you can delete the accidental account to free up the login method. You’ll then be able to bind it to your original account

Deleting a Heartopia account takes around 15 days to complete, and will delete all save files associated with that account, and isn’t reversable, so double check that you are deleting the correct account.

[languid rune]

Omg ok thank you so much. You were a lot of help 🥺☺️

[woven hemlock]

Try restarting your device, the load the game again. If it doesnt work, go through the steps again and see if anything works. When trying VPN again, can try a different location if the location you selected originally isn’t working

[magic flume]

Can we place insects in the vivarium on the build challenge?

[somber hazel]

you can’t

[somber hazel]

THINGS YOU CANNOT DO IN THE BUILDING EVENT :

• place roller coaster cars on tracks
• put photos/paintings in photo frame
• place any screen
• play music in music player
• place food in display box
• use drawing board
• plant flowers /crops
• place vehicles
• put flowers in any flowerbeds deco
• read a book
• ⁠put insects & fishes in vivariums & aquariums

These are all the data we collected from players

whether it’s a bug or intentionally made this way, you can contact support on your own

[hearty pewter]

@vale moth @white warren we got a scammer

[vale moth]

Thank you

[hearty pewter]

Always happy to assist!

[normal turret]

hello!!! i am trying to access my heartopia account and have a question about saves/files/recovery!!! could I potentially DM with someone who knows how that stuff functions in this game? would be super appreciated !!

[normal turret]

I wanted a person I could talk to not someone to send an email to and wait forever but thank you

[foggy wraith]

you can just send or ask your questions here or in #gameplay-help

we have lots of helpful players and hato helpers around

[hearty pewter]

If its trying to figure out which Google account youre using, theres way to find out

[normal turret]

I play heartopia with my account connected to my steam. I got a new laptop, and my steam's updated, and my games saved to the cloud are all working fine, but my heartopia data isn't there. I googled it and google says Heartopia doesn't save to the cloud so I'm a little confused where that data is if it claims to save to the steam account? I feel like I'm getting mixed information

To my knowledge I've never connected it to google or anything else besides Steam lol

[sweet copper]

The meteor showrt isnt going on yet and it shouldve been on an hr ago

[woven hemlock]

what server do you play on?

**Wednesday ,6 May: 🌠 meteor 🌠
6pm-12am server time **

• Asia: <t:1778058000:t>, <t:1778058000:R>
• TW,HK,MO: <t:1778061600:t>, <t:1778061600:R>
• SEA: <t:1778065200:t>, <t:1778065200:R>
• Global: <t:1778086800:t>, <t:1778086800:R>
• America: <t:1778108400:t>, <t:1778108400:R>

[cinder raptor]

I feel like this was probably answered somewhere, but with the build challenge are we allowed to use the float method to stack items? Idk if it’s a glitch or not because I thought they’d removed it one time by accident and then put it back but I may be misremembering.

[woven hemlock]

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 (or otherwise), you do so at your own risk

[cinder raptor]

Heard thank you!

[white warren]

Regarding the bug with the construction event where some players could no longer see their buildings after reconnecting, visiting another player, etc.

Please note that the team is currently aware of this issue.
Here are two options they recommend if this happens to a player :

• Go back to the home screen and switch town to return to the game.

• Enable or disable "Allow non-team visitors during creation.

Please thank the players for their patience, and let them know that if this doesn't work and prevents them from playing, they should contact the support center.
@woven hemlock @foggy wraith @crimson cargo
-# you are the one online but you can share this with other helper

[woven hemlock]

thank you for the update daly~

[white warren]

(Yes, the screenshot looks strange; that's because of my translation app—it was originally a French screenshot.)

[crimson cargo]

Ty Daly!

[humble imp]

I just bought red hearts and it's not showing in my account

[somber hazel]

check if it deducted from your card and send screenshot to support

[humble imp]

How quickly do they get back to you about issues?

[woven hemlock]

they usually respond within 1-2 days, make sure to check on the actual ticket because the game doesn't notify you when they respond

[humble imp]

I actually fixed the issue myself, I went to go buy the same red heart pack and it somehow gave me the hearts lol, so I just wrote a comment on the ticket stating that I ended up fixing it and to simply close it when reviewed

[woven hemlock]

your game information is saved to heartopia's servers - you access it by using your login method to sign in to the game after launching it

what is the problem you're encountering exactly? is it that when you sign in to heartopia, it treats you as if you're a new player?

[normal turret]

yes that's right!

i did end up opening a ticket as well, i was just confused about how the data was actually being stored/recovered and how i could go about recovering it whether it was using my UID/purchase history or using local files from my old harddrive

[woven hemlock]

when you previously launched the game through steam, did you also select 'steam' as your login method? if you did, make sure that you are logged in correctly on your steam account

then check to make sure that you're on the correct server. you can check this by going to the globe icon on the start screen (to the left of the start button) and clicking it. it will bring up all available servers in the game (america, global, asia, etc etc etc). if you have an existing account on a different server, it will show a person icon on that server

if your steam account is correct and your server is the same as what you played on previously, it might be a steam issue. sometimes the game isn't retrieving the correct information from your router. try clearing your cache + rebooting your router if you're able to, to see if it helps the game find your account

if none of those work, you can give your old UID to the customer service representative who checks your ticket, and they can help you confirm what was used to sign in to your old heartopia account

[normal turret]

ahhh i see!!! i will do some troubleshooting and see what i can do while my ticket's being processed then, that's a lot of helpful suggestions. tysm for the help !!!

[woven hemlock]

oh, make sure to check back on your ticket occasionally, the game doesn't notify you when they reply

hopefully you can get your account working soon!

[normal turret]

yes, i saved it to my favorites bar on my browser so it won't be forgotten about! i'd seen that suggestion to another person needing help, tysm for looking out for me!!!

ty!!! i've only been playing since feb so starting over wouldn't be the end of the world but i'm hoping to recover my new vehicles and mlp items i got LOL. fingers crossed, i rlly appreciate all the help from you and the other mods!

[woven hemlock]

oooo fingers crossed! i'd hate for you to lose your mlp stuff

(the people with green roles are helpers, we're not official server mods! server mods are the ones with the orange roles)

[hidden plaza]

all of the NPCs in the town are missing, I can't finish my daily quests because of it. i already tried to log out and tried contact support...

[wintry crater]

i just started this game and while i was doing the fishing tutorial i cant seem to move around. anyone know how to fix this?

[foggy wraith]

uhm, can u 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

[woven hemlock]

if you have any friends online, try teleporting to their town instead, or manually selecting a new town to teleport to by going to the windmill icon on the start screen and choosing from there

if you log out and then log back in right away without waiting a long-enough time in between, the game will put you back into the same town with the same bug/glitch if the plot is still available

[wintry crater]

ty this worked!

[hidden plaza]

it's already fixed, thank you!

[spare bloom]

Does anyone else have an issue where if you use either TapTap or Steam when you leave the game the process is still running under the background processes in Task Manager? They are unkillable processes

[woven hemlock]

I searched through the chat history, and also found a Steam thread online where someone had the same issue as you. Could you try re-launching the game, and then closing it by manually hitting the X in the top corner? One player suggested this, but it didn't work for the person they suggested it to

[spare bloom]

Yeah I tried but the game is still showing as running on either launcher and just creates another process in the background. I usually just have to click on each process and "End task" and eventually steam or TapTap sees the game is not running.

Discord is still detecting that its running now even though its not running

[woven hemlock]

Another player said that some games have an issue where if any associated browser tabs are still open, the game thinks that it's still running. Do you have any browser tabs for Heartopia open, eg for the support center?

[spare bloom]

I even tried this; closing all internet browsers

I also tried playing the game in windowed mode

[woven hemlock]

darn, not sure what it could be

may need to contact the support center and see if they know a solution

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.

[spare bloom]

Sounds good thank you

[long lotus]

I don't know what's happening in my game.
This hourglass has appeared and stayed for the second day in a row.
Thinking is good, but for this long, my character is practically a philosopher! 😅💕
I already repaired the game on Steam, but nothing changed.

[still arch]

Try opening your map and immediately close it out again. I had a similar problem where my character went into the "preparing something" emote whilst not moving nor holding a tool. Not sure how these kinds of bugs occur, though, they're pretty random...

[flat quartz]

Hello! Does anyone know how to fix this error? Please help me!

[keen trellis]

i’m having this issue on my phone 🥲 i already tried reinstalling the game

[woven hemlock]

@keen trellis
what do you play on? (mobile, taptap, steam)

[distant flint]

Same here we can't download properly on all smartphones

[woven hemlock]

3 people at the same time is not a good sign LMAO

if you click 'confirm', does it just bring up the same error message?

@distant flint

[flat quartz]

mobile (specifically iOS)

[distant flint]

Yes fail to aquire resource pack!in all devices all accounts

[woven hemlock]

can you try all the steps here (including VPN) and see if any of them get you into the game? @flat quartz @distant flint

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

[foggy wraith]

Which server ya’ll from?

Im using phone, ios
Working fine so far

[distant flint]

Let me check on my pc

[keen trellis]

i’m on SEA. it’s not working on my phone, but it’s working on my ipad

[foggy wraith]

U using wifi? Or data

[keen trellis]

wifi

[distant flint]

Wifi

[woven hemlock]

can i ask what network you use? / what region you're from?

[foggy wraith]

Hmm, my friend from SEA, phone & ios, can login as well w wifi & data

Can try with mobile data

-# lemme try logging in my sea acc..
-# edit: ok mine is fine

eh wait there's downloads? (saw from the both of your screenshots)

[distant flint]

On my pc it works! With Wifi
On my phones, wifi , doesn't work( fail acquire resource pack)

[woven hemlock]

could try rebooting your device and see if that helps with the download?

[distant flint]

I did several ways, like reinstalling, cleaning cache, data, and changing devices, finally doesn't work 😅, game is fine on my pc,

[dusk depot]

My friend is having an issue where she can’t fish or aim when catching bugs. Does anyone know what could be causing it?

[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

[distant flint]

Im very friendly to tech so it should be fix by game developers

[woven hemlock]

luckily you can play on your pc for a bit. have you tried switching to mobile data when on your phone? or anything else from this list

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

this channel isnt monitored by the devs, so you'd need to submit a ticket to their support center

[marsh ginkgo]

Can someone help me with this one?

[foggy wraith]

[woven hemlock]

do you play on an iphone/ipad?

[marsh ginkgo]

Im playing in my pc

[distant flint]

It's not about users , it's all about game developers 🤭

[woven hemlock]

like i said, the devs dont look in this channel. the only thing we can help with here is temporary fixes to try and get you back into the game so that you can report the issue

[distant flint]

I did , don't worry, they will fix soon

[marsh ginkgo]

Aww 😓

[woven hemlock]

do you play on taptap or steam? if you play on steam, you could try running 'verify integrity of game files' from steam and see if that helps

[marsh ginkgo]

I already did check the integrity of the files. I will try again

[woven hemlock]

if that doesn't work, you could try the network troubleshooting and see if that gets you past the download and into the game. the game often has trouble with keeping a connection to networks, which is an issue with the game and not with your network

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

[slate lantern]

thats weird how many peeps ask about the failed resource download?

[woven hemlock]

four in this channel, one in the other one 😔

trying to see if anything gets them into the game right now

moomoo couldnt get in through mobile, but their pc was okay so they sent in a ticket

nobody else has gotten back to me yet saying they've gotten into the game

[slate lantern]

so its only falling in mobile?

[woven hemlock]

no, one person reported saying they play on pc

(steam)

i thought it was a mobile issue since the first 3 people were all mobile

[slate lantern]

yaa

maybe some dont have the same issue yet lets monitor for now~

[woven hemlock]

🙂‍↕️

i didnt have trouble getting into the game just now (mobile, ios) but the game didnt make me download anything just now, afaik

so not sure if its a new download or an old one that theyre having trouble with

i assume its not an old one since they all appeared here at same time

but who knows

[foggy wraith]

and all the downloads are around 2gb

[marsh ginkgo]

I played yesterday on my pc so there's no issue. its just today that i open my steam that's what it shows on my screen. I hope they can fix it soon 🙏

[woven hemlock]

did you try any of the network troubleshooting i sent earlier? were you able to get into the game?

[marsh ginkgo]

Not yet i just checked the files again. I will when its done.

[marsh ginkgo]

Dangg it's still not working. I restart my router and i check i have a good connection but still it's not working. 😭

[woven hemlock]

strength of the connection doesn't matter, the game's poorly optimized so it can drop the connection regardless

can try hotspot if you have that

[marsh ginkgo]

Aww

[foggy wraith]

-# the person never get back to me in help chat

[woven hemlock]

i havent had anyone say they were able to get back into the game yet, moomoo got around it by switching to their pc instead

[tiny dove]

hello my pc client is having the same problem as well

[woven hemlock]

could you try these and see if any of them get you back 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. 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

[foggy wraith]

ok i just asked them, its still not working

what else can we suggest

[woven hemlock]

might have to just direct them to open a ticket so support can look into it

[modern perch]

Hey, so I just bought the maltese rug from the new collection but it keeps showing up without its eyes

[woven hemlock]

oh rip

let me see if i have it, i can check if its like that in mine

oop its like that in mine too, must be a bug. can report it to support @modern perch

[modern perch]

Thanks, will try

[woven hemlock]

just noticed that the item preview doesnt have the eyes in the acorn store, but the mini version looks like it does

[ember jacinth]

profile prictures were broken for me so I tried the repair thing. This is what happened. Still there even after re-installing:

[keen trellis]

hi! for those having the same issue as me, i tried using my mobile data instead of wifi, and now i’m in the game. i got to download the resource pack finally

[woven hemlock]

thank you for the update mai!

[modern perch]

Truee
It looks so weird without eyes

[karmic garnet]

i have the same issue.

[ember jacinth]

oh! i'll try that

[woven hemlock]

can you try the steps below and see if anything gets 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. 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

[foggy wraith]

oh, i just replied them in help chat

xD

[woven hemlock]

haha

[modern perch]

Where exactly should I report it?

[karmic garnet]

sorry i just joined the discord group

[astral kindle]

how to fix this?

[foggy wraith]

really odd number ahhh

[woven hemlock]

can you try the steps below and see if anything gets 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. 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

[foggy wraith]

-# i lost count how many reported already was it 8th? or 7th..

[woven hemlock]

more than usual for sure

[wet adder]

[foggy wraith]

[slate lantern]

are they all sea server or nah?

[woven hemlock]

one was, the others didnt say

[royal quail]

having the same problem

[woven hemlock]

can you try the steps below and see if anything gets 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. 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

[foggy wraith]

lyss also from sea

[royal quail]

proton isnt free no?

[woven hemlock]

it has a free version

[vestal ore]

Help

[foggy wraith]

may i know which server ure from?

[vestal ore]

Asia

[foggy wraith]

could you please try all these and see if it's working please?

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

[karmic garnet]

These did not work unfortunately 🙁
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

[slate lantern]

Update:
The "Failed to acquire Resource Pack" is an issue rn, but devs are working on fixing it

@woven hemlock @foggy wraith

[karmic garnet]

im using pc version

[foggy wraith]

Thanks for the update Dani

is there any temporary solution?

[slate lantern]

I dont think so yet unless the vpn or dns worked?

[karmic garnet]

thank you. at least i know that i still have a chance to play after the fix

[slate lantern]

only choice is to wait rn

[foggy wraith]

have u tried using hotspot?
or VPN?

[foggy wraith]

will ask them to try
thankiess

[slate lantern]

repairing doesnt work too right?

[foggy wraith]

i dont think they're even able to get in to the login page(?)

i forgot how the download works xD

[slate lantern]

same xd lol

[karmic garnet]

i tried to repair. check integration and reinstall. did not work

[slate lantern]

whaa thank uu

[foggy wraith]

how about using hotspot/data/vpn?

[slate lantern]

so ig only choice is to wait then

[karmic garnet]

have not tried this one.

[foggy wraith]

ooh, please try it and update us!!

protonVPN has free version

[slate lantern]

yess or if changing device helps as temporary solution

[woven hemlock]

one person was able to get in via mobile data, another switched to pc instead of mobile and was able to log in. so we know there are options

[woven hemlock]

gotcha, thank you dani~

[karmic garnet]

i connected my laptop to my phone's hotspot. it worked

im using GOMO simcard

[slate lantern]

ohh from philippines

eh

I suddenly got flashback by the isp provider problem haha xd

[woven hemlock]

i saw 'gomo' and went 'uh oh not again'

[karmic garnet]

PLDC ~

[slate lantern]

samee lol

[slate lantern]

pldt?

[hushed dagger]

Whats hapoening says i got 0 ping and my friend is offline yet she said she literally online

Then

Now its back at 41

[wet sandal]

anyone else always get stuck at 99% when entering a town?

[marsh ginkgo]

Hi guys just an update regarding may issue earlier its working now. IDK what happened maybe they fix it so leggo 👏

[wet sandal]

i think this is more #gameplay-help

[frozen ermine]

Oh mb

[wet sandal]

dwdw u good

[crisp comet]

is there a way to unlink google email from my heartopia account?

[wispy ruin]

why doesn’t the cart icon pop up on my coaster ? i can’t place the cart to ride

[somber hazel]

in builder challenge or?

[somber hazel]

nope

[zealous sandal]

Ive just finished 2 events where i finished my personal goals yet they arent counted in the puppy gacha machine event, i already restarted my game thinking that that might be the issue

[radiant fern]

hello, is there anyone who can help me regarding with the negative hearts?

[graceful marsh]

You need to buy the red heart to make the negative disappear (the same amount as the refund you asked)

Or you can try contact support for 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.

[radiant fern]

Thank you!

[echo cradle]

Hello,
I'd like to request to talk to a moderator or some sort of help to discuss a personal financial matter regarding Heartopia and my purchases!
Thank you.

[white warren]

Baboo!
For in-game billing issues, only the in-game support center can assist you.

The team here does not have the necessary access or handle those matters. Thank you for your understanding. 🩷

[echo cradle]

Thanks. This helped!

[somber hazel]

take screenshots if you have them and send to support

[gaunt bobcat]

I have an issue with the Beaver build challenge where every time I exit build mode, it turns all the lights off.

[graceful marsh]

They will fix it later in the hotfix #patch-notes message

[gaunt bobcat]

Oh great, thank you!

[hushed idol]

I have an issue with 2 food items disappearing from my inventory when I applied a new blueprint. It cannot be found in my warehouse, not in my backpack, and when I claimed the excess items in the mailbox, the mail only gave me plants but not the 2 missing food items.

The 2 missing food items are as follows:
5-star Apple Frosted Pancakes
And
5-star wild mustard greens celtuce taco

After contacting support about this, I have followed their numerous troubleshooting steps (like applying an empty blueprint, and building outside of blueprint) but none have worked.

The 2 food items continue to be missing. However, support keeps confirming that, on their end it should be visible to me. It is not visible to me. I have cleared and applied blueprints multiple times by now.

What to do?

[late pike]

anyone else havbing this issue? (only happens on pc it is fine on my phone)
whenever i open the camera to take pics (not the bird camera) it auto moves down to the right and i cannot readjust its position, if i do it just auto moves back down to the right.
i also whenever i get out my fishing rod/ watering can etc it will auto do the action OVER AND OVER without me pressing anything, or if i have seeds in my hand it will only allow me to auto plant the highest amount instead of doing it individually.
sometimes it even freaks out so much with my fishing rod that i can no longer move and have to hard close the game...
i have repaired the game and uninstalled/ reinstalled and its still occuring. i have had to swap to playing on my phone bc its so annoying lol

[somber hazel]

maybe you can try this

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

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

[austere mountain]

why i dont have team build

my heartopi is bug hmm

[late pike]

thank you, i have had a controller plugged in recently for another game so perhaps it is that conflicting with it so will unplug and try! ❤️

[somber hazel]

you need level 12 and 1500 home evaluation points

[languid light]

Is there a way to restore builds? I built an entire town for the beaver cup challenge. I logged in today and the entire thing was gone and replaced by a troll’s sick joke of a build. I didn’t see a way to restore it but is there a way?

[somber hazel]

#technical-help message

[topaz mesa]

isn't the redeemable maltese wild nap cards via wishing stars should be 76? why can I only get 30?

[night hinge]

Anyone else having major ping spike issues?

[somber hazel]

Only 30 for each gacha

[somber hazel]

It’s hot fix r right now , you can come back later

[north nexus]

what time is hotfix in US server?

[night hinge]

Oooh, gooood news! Thank you!

[somber hazel]

Same time for all servers, ending in 23min

[strange karma]

heya guys I have a question in the event (the beaver cup challenge) I placed lights but they're off each time I reconnect I wonder if there's a way to keep the lights on

[somber hazel]

Can you try again they just fixed it

if it doesn’t work , you can report to support

[strange karma]

Oh really? Thank u very much! I will go check

[long lotus]

I already tried doing that too (right on the first day). For me, it only worked by uninstalling the game, but not through Steam, but through another app for total removal. I reinstalled the game and now it's normal. 🫶 👍 🌼

Note: Since I have two accounts (on different servers), this only appeared on one of the accounts, not the other.

[hushed dagger]

Hello I am wondering if someone can help me out i am writing out on the behalf of my friend .On 5/6, my team and I made the decision to remove the player Chesca from our team so another player could join. Since the start of the event, Chesca had not been participating in building, and we knew the new player would actively contribute, so we decided to move forward with that change.

None of us had been able to catch Chesca online to discuss it beforehand. However, when we logged in today (5/7), it showed that Chesca had been on the island, and everything we had built had been deleted.

At the time, I had recently been transferred the team leader position and did not realize the team settings were still set to open. Because of that, I believe Chesca was able to rejoin the island and delete the build intentionally. Is there anything she can do now they dont want to rebuild or even do the event anymore

[somber hazel]

Are you the team leader? You can kick that person

[hushed dagger]

they were kicked and join back i think what happen was that they didnt know there was an open . to apply, or private when making it so im not sure who made it or what happen no im not the leader i just feel so bad she was excited

[somber hazel]

Idk it’s your choice, if a trouble maker is in the team I would kick , set team close/apply but you’re not the team leader so there’s not much you can do

[thorn nest]

So for the build contest can lights be turned on, cuz currently it turns off once i come out of edit mode. So if it cant b turned on ill avoid using lights in my design.

[hushed dagger]

its messed up they were kicked rejoined then delted evrything

[glacial pasture]

That's why we need blueprint for the building cup, it's horrible what others can do without any reason.
I'm so sorry for you and your team, all u all can do now is make sure your team is apply to join, they can't join unless u accept her/his invitation, take screen shots of all the sides and floors from eagle eye so u can at least redo what they destroyed.
I'm really so sorry for you and your team

[somber hazel]

Well… I guess you need more communication in your team then

[somber hazel]

Still this way after the hotfix?

[thorn nest]

I din saw any change, once i camd out of build mode all my lights whr turned off. 😭

[somber hazel]

You can report to support

[thorn nest]

If lights wont turn on, so many good options will hv to b changed. Cuz without light those particular things dsnt work as i want them to. Ill try reporting,, but is fixed for u guys tho?

[somber hazel]

I haven’t started building yet

[low heath]

Ive just burnt a cd and its not playing through the disc, but plays on my music composition item/phonograph. I dont want to have to waste more tickets to reburn this, as im looking to make more.

[finite sierra]

hi! my game keeps crashing at around 70ish percent on the loading screen.. I've tried restarting my PC as well as verifying game files which has usually worked for me... help?

[faint vault]

Try updating your GPU driver

[finite sierra]

thank you I will check for updates but after verifying and restarting for the 15th time the game finally decided to cooperate. a win is a win lmao

[faint vault]

Haha, glad it worked out for you. The game is so poorly optimized, it takes effort sometimes lol

[boreal delta]

Hello, can I ask why I can't log in to my Android phone via my Steam account?

[slate lantern]

For now u can bind ur og acc (if it's in ur pc) to those 3 first to be able to login

The image is for ur og account so u don't accidentally make a new acc in ur android

[boreal delta]

Thanks, I'll do that as soon as I get to my PC.

[fleet prawn]

Hi there, i’m having an issue on the website trying to purchase the gamg subscription and it tells me “Failed”. I’m trying to use paypal with that is there a reason why it never works?

[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.

[ebon bane]

Hi everyone. I have a problem—maybe someone else has had a similar issue and knows a solution. I play Heartopia on my PC and have two monitors. Unfortunately, full-screen mode isn’t working. Because of this, my mouse cursor keeps drifting over to the other screen whenever I try to adjust my in-game perspective. Does anyone have a solution so that the cursor stays only within the Heartopia window as soon as I start the game, just like in standard full-screen mode?

[half torrent]

I’ve been having an issue with roller coasters stopping mid-ride, is there a reason for this and has anyone else experienced it?

[foggy wraith]

#1494059684867604480 message

uhm, try check this out

[austere bone]

Um.... I'm not sure if anyone has had this issue. But I have not gotten any new order tickets within the past few weeks??? I don't know if you only get so many every month or if it's just a bug.....?

[runic blade]

Unfortunately it is based on luck, i haven't gotten one in the past 2 weeks

[sullen quarry]

Why won’t the furniture change upstairs? It’s been at least a month.

[woven hemlock]

congrats on trial mod molly~

[austere bone]

That's.... Odd tbf.... I didn't really realize that.

[sullen quarry]

^

[woven hemlock]

you get them as a random drop from the surprise gacha capsules, which you get from completing the daily quests. the description for the capsule will say 'has a chance for order tickets' at the end - there's also a surprise gacha capsule that you get for completing the hobby events (sea fishing, etc), but the caspules from those won't have the additional descriptioni, even if it looks the same.

getting a order ticket from the capsule isn't guaranteed, so it is possible to go a few weeks without getting one. just make sure to do all the daily quests and get the capsules, and hope for the best

[austere bone]

Okie dokie. Still processing in my mind. Apologies.

[woven hemlock]

it's random what color/set you get upstairs, so unfortunately it is possible to repeat a set multiple weeks in a row. sometimes it will be the same set but a different color variation, but the coloration might be very subtle

[woven hemlock]

i would recommend reaching out to support if you haven't already, and see if they have any solutions as well

Help! I need to contact customer support!

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

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

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

[half torrent]

Got it fixed, ty!

[sudden ibex]

I have an issue where I go in to co-build and invite my friend and they show up outside the blue walls. Like I see them trying to jump it and everything? They are still able help from sky view. We both refreshed nd left the town too.

They are able to help from outside the wall

[ancient palm]

im having an issue about this specific bird. i got 5 stars info card but it wouldn't show on the diary.

[toxic basalt]

Why can't put painting on the photo frame in build challenge please let the photo frame be useful in the build challenge we bought it using tickets and now its useless

[woven hemlock]

Need to add the photo while outside of the challenge screen first

[woven hemlock]

Did you take those pictures from the ones in Bailey J’s room? Iirc, those don’t count towards the collection

[toxic basalt]

Thanks I'll try it

[toxic basalt]

It's not working I tried to insert photo in the frame and when I enter the build challenge there is no photo on it. Can I not use it in the challenge island

[woven hemlock]

When in the build mode, you will have access to infinite amounts of regular items, such as the photo frame. But if you place a photo in it, it becomes a unique item that you will no longer have infinite amounts of. You’ll need to search for the unique version of the photo frame in your inventory — if it doesn’t appear right away, you may need to switch towns or (when at your regular plot) put the unique photo with its frame in your inventory to re-log it

[toxic basalt]

Okay noted thanks🤧

[toxic basalt]

It works! THANKS A LOT ✨✨✨

[meager panther]

hi i got this hair yesterday and until today it doesn't appear in my closet ?

help please

[foggy wraith]

Change from mirror~

[meager panther]

okay thankyou !<3

[grave dew]

heya I've been trying to emote react to houses all day and it only lets me tap the bar for a thumbs up again. Did they remove the option to give all the cute reacts to people's houses?

[foggy wraith]

yesyes, there was a hotfix~

#patch-notes

[grave dew]

Oh ... Well that's sad, okay thank you for letting me know

[hardy rune]

Hello, it's been more than a week, I am easily + 40 bonus phase in bird events. There is not a single green peacock anymore? Anybody have this problem?

[ancient palm]

2 of them, i took it outside. in front of the city hall

[supple pine]

Hello, I have quite a bit of issues that have been going on all week and I am to the point where either it gets fixed or im taking a break.

Here are the following issues:
• There's always pet issues, but currently, when I take my dogs to go out, they do not follow me and even when I summon them, they still stay at home
•Laggy home plots, VERY limited load space. What's the point of allowing 350,000 load limit if it's just not functional (half the plot doesn't load until you come up close)?? It takes away the fun of the designing things
•The truffle dilemma- Every time I go to get truffles now, ever since the maltese addition, I can only ever get 3 if that because there's some kind of bug where it says a truffle is respawning and I never picked from it yet

[lethal herald]

Can we use the glitching method during the beaver cup challenge? I don’t wanna get disqualified! 😮‍💨

[graceful marsh]

[floral pier]

The game keeps locking up with restarts needing to happen. I’ve had to restart seven times in last hour.

[brave echo]

Hi devs ican't finish this daily task because there's no button showing to submit my food. I already restarted the game and deleted cache. @wintry ivy

[somber hazel]

can you screenshot the task

[somber hazel]

do you have seafood risotto in you bag ? , try restarting/switching towns
or repair button at login page

[brave echo]

Yes i do have the risotto, also k did restart, and switched towns already, but i'll try the repair thing.

[somber hazel]

hmm can you screenshot the seafood risotto in you bag
i’m not doubting you just making sure

[brave echo]

I did the repair, it's ok now.

[somber hazel]

awesome

[cobalt sigil]

i got an issue of my friend being deleted when we did not delete each other

[copper vault]

Hii! I got some problems to my heartopia login page it keep showing "extracting files, please wait..." for a whole 30 mins and it had been 3 days T-T

[somber hazel]

she’s not in your friend list?

[somber hazel]

try this

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

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

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

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

• a different WiFi
• 5G, LTE
• Cellphone data / hotspot
• VPN (Proton VPN is used by a lot of players here)
• DNS (Warp 1.1.1.1 is recommended by one of the helpers here)
  once you get into the game, you can switch back to your normal internet connection

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

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

[somber hazel]

that’s weird just add her back?

using UID

[woven hemlock]

Try clicking ‘repairs’ from the start screen in case it’s a matter of corrupt files

[woven hemlock]

What do you mean by locking up?

[ancient palm]

will try. tysm!

[ancient palm]

done. still won't count

[gritty bronze]

Question for the tech savvy people. Can playing heartopia kill my internet ? Like I noticed my Internet would died randomly when I play the game nowadays. Restarting the router does fix it but I wanted to know if it's a possibly that the game is the cause of it

[woven hemlock]

Might need to contact support so they can look into it for you, give them the screenshots or a recording to show that the cards arent registering to the collection

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.

[white warren]

The Discord app is currently experiencing a glitch or issue with API

Please be patient; it's normal for the app to glitch or experience lag.**

[mellow socket]

Bro, 2 questions,
Why the ant It's so hard to find And why doesn't the insect attractant work?

[woven hemlock]

Ants blend in with the ground often and also aren't a common bug to spawn - I'd recommend lowering your graphics to low and using the Sense Booster and catching every bug in that area to keep spawning new bugs.

Insect Attractor is used to attract/spawn a specific butterfly, not increase the total amount of bugs in the area

[neat coyote]

turn graphics down so the grass doesnt cover it and you’ll see them all over fishing village

[low heath]

why is my cd not working when i burn it? it works in the machine but not on the wall or the shop... wasted two tickets now...

[tepid bison]

@somber rose @white warren @tender basin I need some help with closed forum posts pls. Can I DM any of you?

[white warren]

Please contact us via @twin yacht

[tepid bison]

Ok, thanks for your reply

[willow lintel]

hi how do i fix this? im not holding down the button at all and i get stuck if i use the fishing pole

[mild raven]

Hi guys, I downloaded Heartopia when the game first came out through TapTap. Due to me downloading it through TapTap I never linked an email account or anything. When I recently updated my game it signed me out. Is there anyway that I would be able to retrieve my account? I spent a lot of money on this account so I'm looking for any solutions and help! I also submitted an account issue through the Tap support!

[fluid tangle]

hi why there is no festival pack in the website? Thanks

[finite plank]

Anyone encountering a problem about the new recipe? After claiming it in the mailbox I cannot find it in my backpack or the cart

[white warren]

Yve answered you in #heartopia-only

[white warren]

The website is no update yet maybe

[white warren]

When you first created your account, you must have logged in somehow, right?

[mild raven]

No, when you download through the TapTap web browser it doesn't make you set up an account, I have my ID for my original account still due to me buying stuff in the game but no way to log in to that account

[white warren]

On the game's home screen, go to Settings > Contact Support > Contact Customer Service

Please explain the situation and provide your UID, and they will help you with the next steps 🩷

The team here do not have the necessary access to do so

[mild raven]

Okay thank you

[lyric matrix]

am i the only one getting this bug where i cant move my camera? and this UI is stuck

restarted my game 2 times and its the same

[foggy wraith]

try to change town before u enter

it happened to me just now

[lyric matrix]

ahhh okayyy thank u!!

[woven hemlock]

Last night for what?

[austere zenith]

To do the challenge

They lock it tomorrow morning

[woven hemlock]

There is still plenty of time for the beaver challenge

[austere zenith]

Oops lol

That's first part right

One week build, one week vote, then judge

[woven hemlock]

No, creation period is for building. There’s a separate week for voting and judging

[sonic sierra]

cat floating when its supposed to be on my head.

[heady orbit]

This keep happening when i open that emote with friend page on events

[restive leaf]

Pasting this here since the #gameplay-help has turned into a hashtag that only certain people get help but not everyone.. but anyway..

Anyone else not able to access the game on steam? I keep getting a warning that if I open the game and play it that I’ll lose everything on my Heartopia account

[woven hemlock]

-# if someone isnt responding to you, it isn't because they're ignoring you, but that the people present in the channel likely dont know the answer to your question

can you screenshot the message and send it here?

[woven hemlock]

can report it to the support center to let them know it's happening

switching towns should get rid of the bug though

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]

cats being on players heads can be buggy, you can try teleporting using a bus stop to see if it will fix the glitch, or end the 'go out' time to force it off. you can also report it to the support center to let them know its happening

Help! I need to contact customer support!

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

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

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

[neon monolith]

anyone experiencing intense lagging while doing the fahsionwave events such as fishing and bugcatching?

i never experienced these lagging from the last season (Frostspore).

Hope the devs fix this.

[woven hemlock]

(current event is a festival, not a fashionwave)

there's always a lot of lag within the first few days of an event, fashionwave or festival, due to the amount of players logging in to play at the same time. it should die down after a few days

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

[rustic gull]

While This bug appeared and it's nit going away it's making the two wall look like having a gap?
It's a a bit ldd. And I can't even report it properly .

[woven hemlock]

what do you mean can't report it properly?

[rustic gull]

When I do inagame report my game would just freeze

How to fix the bug 🐛 ?

[woven hemlock]

have you tried switching towns? that usually clears most bugs/glitches, and then you can check the corner again or try the support center again

[topaz crystal]

how to cook the new food? I cant find the right stove for it

[woven hemlock]

for fashionwaves and festivals, there's usually an event-specific stove to cook on, which you can usually obtain the recipe for by leveing up in that event. you can check the level rewards for the event and see which level the stove is given on, usually it's pretty early on in the level rewards (last time it was lv 1). you'll then need to create the stove from your workbench

[arctic thunder]

Why can I not interact with one of my cats?

[rustic gull]

I did as you said and it worked! Tahnk you so much for helping

[woven hemlock]

are you missing interaction bubbles for it?

[arctic thunder]

yes

[woven hemlock]

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

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

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

[arctic thunder]

yes I can interact with it when I go into a new town but why is it always that one cat specifically and I don’t wanna keep entering a new town just to interact 😭

[woven hemlock]

most likely that cat keeps doing something that causes it to glitch. for example, one of my cats likes to go on furniture a lot, and it tends to glitch there. others might get stuck after an action (eg after eating food) and not display the bubbles properly becaues it's "busy" with the former action

[arctic thunder]

So what do you think I should do? Do I watch my cat and see if she does anything with furniture?

[wind bison]

Hello, where could I find the co-build rules? I'm looking for the post about "is it allowed to glitch" for the beaver cup

[woven hemlock]

you could observe the cat if you want, but i don't think it's worth much, since there's multiple ways a pet can glitch. i'd suggest getting pet interactions out of the way as soon as you enter the game - it's convenient too because they're already spawned to the front of your plot, so you'll know where they are

[arctic thunder]

It is allowed to glitch, same rules for building normally

[woven hemlock]

it's not explicitly mentioned in the building rules whether glitching is allowed or not allowed

if you want to read the building rules for yourself, when you go into co-build mode, there should be a little book icon somewhere. if you click on that, it will show you the building rules

[arctic thunder]

Oh okayyy thanks for the help

[arctic thunder]

They mentioned it in discord

[woven hemlock]

the only thing explicitly stated by staff is that you need to follow regular building rules. whether glitching is allowed has not been explicitly allowed or banned

[wind bison]

Could you tell me where exactly? Because the co-build rules is very vague and doesnt say anything about Glitching per se.

And the rules here in the FAQ only says to check the "co-build- rules

[arctic thunder]

Yea i think I also misunderstood it sorry I also don’t know 😭

[wind bison]

No worries, I double checked in game too and it's vague 😆

But thank you for responding
(I also don't think the glitch exploit vulnerabilities since it's only decor, unlike those cheats that players use to farm materials. But that's just me.)

[young locust]

do you mean this book? it's not even a rules... its just a tutorial

[woven hemlock]

Oh, I was told it was in there hahaha

Not sure about co-build rules, but I do know where the regular building rules are:

[main widget]

Hi, does anyone know how heartopia block system works? I can’t seem to differentiate between if someone completely blocked me or just deleted me or unfriended me… I can see their home and their character when I join a mutual friends server but I still don’t know if I’m blocked or just unfriended

[woven hemlock]

What happens when someone blocks me / I block someone?

When you block someone in your town, you both instantly disappear from each other's POV; however you still exist in the town - just hidden from each other. Your houses will also remain in view, only the player is inivisible.

When you block someone, you can mark why you're blocking them (eg sabotage), and that tag will show up with their player card on your block list. The person who is blocked has no indication that they have been blocked.

You will not get randomly matched with each other's towns when loading in from the start menu - however, it is possible to manually join a town with someone you have blocked / that has blocked you, in which case, they will continue to remain hidden, but the town will still account for them when you look at the number of people in town. There will also be a separate icon indicating that there is someone in town that is blocked (unsure if it is both ways).

You will still be able to search for each other's UIDs - the person who has been blocked can even successfully send a friend request, but the person who did the blocking will never receive it.

[main widget]

Hmm, when I was in their server I joined a mutual friend we both have but I didn’t see the red icon though that indicates that someone in that server has blocked me, I even ran up to their home but I just couldn’t interact with their things because I was thinking maybe it’s because they unfriended me and has their stuff set to friends only but I could see their home and even enter their plot so does that mean anything?

[clear socket]

My Sister bought me the festival pack as a gift it was in the box when I first clicked it I then confirmed i wanted it but I can't find it anywhere! And now I just have an empty gift box in my pockets. Ive tried closing and reopening the game and redoing the last download, and that aslo didn't work. Please help!

[restive edge]

Again with the Pets blocking the planting. It's so ANNOYING. They dont move even if i interact with them. Jesus

[unique meadow]

i think the shaders arent working properly

[unique meadow]

bamboo also doesnt have proper shaders

[tranquil tinsel]

can anyone tell me where i can find this two pls, thank you so much naa

[foggy wraith]

#1502433552602759219 message

[austere mountain]

my team building is bug hmm 🥲

[tidal jolt]

Is this correct, 32,000?

[wanton moth]

Yes it's right

[tidal jolt]

Oh ok then, it looked like a typo lol

[tiny harbor]

By looking at the names it has to be research labs but I think restaurant idk

[nimble tendon]

Not sure if I putting this in the right section but I was wondering if anyone else is having this issue & if so, How do i fix it? ...... So my heartopia will just randomly start running in the background, Even when Im not at my pc, I will come to my pc & it says its running, When I say stop on my steam, It just saying "stopping" and will stay like that, THe only way to stop it is to either exit steam & forse a stop or restart my pc & secondly, after playing, I will leave the game & again, my heartopia will not shut down unless I either exit steam or restart my pc,

[nocturne trench]

wish we could move our pets out of the way they always get in the way of planting now first it was the cooking and now the planting i'm really starting to feel i should just box up all my pets and get this over with

[tranquil tinsel]

Thank you so much laa

[placid gull]

Hi everyone! I purchased the gift pack but it didnt reflect in my acc. I already reported it thou.

I just want to ask if some of you also experienced this

[earnest flower]

Hai guys, i wanna search bubble pink with my friends, my friend can see n pop it, but I can't see it and find it, my account have bug? Please help, i have try medium graphic and login another device but still cannot

[sleek gust]

I have a cat im trying to board. No matter what time of the day or what I do the cat never gets on my head and flat our refuses. Does anybody know what to do? I try at all different types of the day and its the only cat that never wants to go out

[low heath]

where do u actually ask for proper technical help? not sure where u can create a ticket? I have had no response in here... and only just realised this is community helping XD

[foggy wraith]

Try changing or repairing your game

[foggy wraith]

you just have to keep trying

[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

[sleek gust]

Thank you, I will continue, hopefully I get her on my head eventually

[flat tendon]

What food is good to cook for the event tokens

[gaunt bobcat]

The flowers on my Forestbell windows don’t ever appear. I have the graphic settings on High. Is this a known bug?

[fluid widget]

why does heartopia keep on thinking that i'm using cheats/scripts? I have no idea how that works and if you can even do that using an iphone at all. they banned me for a week the first time and now i was given a warning again. I even asked their customer support why I was banned and they were persistent that I did use a script/cheat

[woven hemlock]

they probably just have their house set to 'friends only' or 'self only'. if you click their house and their name shows as a title instead of a username, it means they're not on your friend's list. if you click on their house and their name shows as a username, then it means they're on your friend's list

you can still see someone's home and enter their plot regardless of whether you're friends with someone or whether they have you blocked, the only thing that will change if you're blocked is that you won't be able to see their player character

[woven hemlock]

check your backpack, mailbox, and warehouse for the voucher - it's automatically removed from the gift box when you accept it from the mailbox, and the voucher is placed as a separate item in your inventory

[woven hemlock]

it's likely detecting some sort of program or app on your iphone that it thinks is a script or a cheat, such as an auto-clicker. unfortunately the community hasn't figured out what the game is detecting either

[gray tangle]

I can't seem to find the brick serving cart at my crafting table. I think that I might of deleted the mail containing the blueprint before claiming it ( because my inventory was full ). Is there a way to fix this or am I doomed

[spark ember]

this entire space is empty, how does anything exceed any range?

[red elk]

Hii, I need help! I bought the recipes for the foods from the event before I started the mission, now that I have set up the event stove and tried to cook, it says I dont have any recipes. Pleas heelp s2

[crisp needle]

Hiiii, good afternoon. Today I purchased the simple package of the block set in Heartopia, but when I tried to pay, an error appeared and I had to pay again. However, my card was charged twice.
I honestly don’t know what to do. Can someone please help me?
I apologize for my English, as I am from Brazil.

[woven hemlock]

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

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

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

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

Help! I need to contact customer support!

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

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

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

[woven hemlock]

i'm not sure what language is your native language, but you can also check out #language and see if there are any language tags for the language you normally speak. if there are, you can click that language, and it will open up the specific channels for that language - there may be players in those channels who can help you in that language, if that's easier for you

[woven hemlock]

if you don't see the event recipes in your event stove, most likely either you forgot to click 'learn' on the recipe, or the game didn't register the click in time. you can check your backpack, mailbox, and warehouse for any unlearned recipes

[red elk]

thank uu! I found it s2

[woven hemlock]

the walls/ceiling/floor are in the way, try removing the walls/ceiling/floor thats already there anda then place down the template that you're using

[woven hemlock]

it's impossible to delete a mail before claiming it (there's no option to do so, it will only show 'claim' if you have something to claim from the mail. check your backpack and warehouse for the serving cart recipe

[woven hemlock]

can check with support

Help! I need to contact customer support!

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

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

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

[woven hemlock]

#gameplay-help will know more about this!

[woven hemlock]

how do you quit out of heartopia when you are done playing? i've heard a few steam players say they face this issue, it seems to be a common issue with steam issue, not necessarily specific to heartopia

[woven hemlock]

what is the bug you're referring to? if you're saying you can't see the challenge, it's because you don't meet the requirements yet.

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, you can join a team until the building phase ends as long as you reach the two requirements by May 16th 5:59am server time

[woven hemlock]

this happens sometimes, it's a temporary glitch. it should go away after restarting the game, or you can try lowering/raising your graphics temporarily

[spark ember]

should not matter. wall-ceiling-floor pieces can be replaced by the colored pieces in a Room set. (I have tested this with Fully-Furnished Bedroom, Dining Room & Azure Waves, Sailor's Galley, and Fully-equipped Kitchen.) I already tried removing the existing pieces and still does not work

[woven hemlock]

do you have enough load space for the template?

[unique meadow]

when i logged on a bit later it was fine again, just didnt know if it was something big bug or not

[woven hemlock]

nah, not a big bug. its a temporary visual glitch

[spark ember]

I should. I am almost max, but the Set furniture should not hit max cap with the Room set

i can put the pieces down individually and check the numbers, so I am sure this is a mechanical issue somewhere

[woven hemlock]

try exiting out of build mode and/or switching towns, that usually clears bugs/glitches. the game might be detecting something that used to be there but didn't get removed completely in the code

if it still doesn't work though, you'll want to report it to customer support so they can look into it

Help! I need to contact customer support!

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

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

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

[spark ember]

maybe I will go to emptier town then. i will check. I already reported to CS. usually i go to friends' town that is 10/12 or 11/12

1/12 town, still an issue. I'm crashing out now

[gray tangle]

It's not there

[woven hemlock]

make sure you're looking for the blueprint/recipe icon. you can also go to your mailbox and click 'claim all' in case you have any unclaimed items there

[gray tangle]

I've done both of those things

[woven hemlock]

you can also go to the festival rewards and check to see if the game thinks youve learned the recipe. if you click on the recipe icon in the rewards, it will say whether it's unlocked or locked

[woven hemlock]

try going to a different part of your house and try placing it there instead? the error message changed to 'exceeds valid range' now 😔

[gray tangle]

It says locked

[crisp needle]

Ok thanks

[woven hemlock]

can you go to the start screen and click 'repairs'? then check the backpack, warehouse, and mailbox again for the recipe

[nocturne trench]

are these able to be earned yet?

[spark ember]

it IS the same exact error message in my video file attachment

[woven hemlock]

oh, i thought the previous error message said something else, i must have misread it. unfortunately you'll need to ask customer support then

[dim roost]

Hi, is there a problem with the gifting of the festival pack? My friend sent me a festival pack but I didn't receive it, I've logged in and refreshed repeatedly but I haven't claimed anything in the mailbox. I'm sure the gift card was sent because it was deducted from his money.

[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.

[austere mountain]

i dg level 42 . i dont have button tema building

[nocturne trench]

are these able to be earned yet?

[woven hemlock]

You need to be DG level 12 and have earned at least 1,500 points in house evaluation, you can join a team until the building phase ends as long as you reach the two requirements by May 16th 5:59am server time

[nimble tendon]

I got to settings in watch then click on return to login which takes me to the start up screen then I go to exit game,

[woven hemlock]

when you go to exit game, how do you close out of the heartopia window? eg do you use the shortcut to quit, do you click the x on the top of the window, etc? one player said they put the game into windows mode and clicked the X, and that stopped the game from running, but another player said that didn't' work for them. i saw one player say to check for any open windows that still have heartopia running in them, eg any browser windows, as steam will detect them and think the game is still running even if you have quit out of them

[nimble tendon]

I just click on exit game in the game screen & it closes it from steam except it doesnt, it closes the game but still keeps "running" though, With you saying check for browser that may still be open, I usually have the login browser open where you log in with your email as we have 3 accounts in this house cause my daughters play it too so we constantly logging out of one & into another so I never thought of the browser, I will remember to close that & see if that helps, That is a very good point, Thank you so much.

[runic blade]

Yes by doing personal and team goals from any of the festival events

[nocturne trench]

do we turn in the brick tickets for those coins? or what @.@

[austere mountain]

okeyy .. thank youu yaa

[runic blade]

Don't think it needs to be special event, let me do one with gold real quick and i will be able to confirm

[somber hazel]

it has to be the special one

[runic blade]

Okay! I am still doing it lol, thank you Crabby

[somber hazel]

-# actually you don’t need to do it

[runic blade]

I meant the event i wont exit it hehe

[somber hazel]

You can check the rewards in map!

[somber hazel]

Of course need to get the 5 stars!

[runic blade]

Im blind, i didnt click to check but im on an alt level 4 aha, cant get 5 stars yet

[somber hazel]

what did u start over or is this another acc

[runic blade]

New alt, i now got an account on each server currently on my Asia save cooking food and doing the events to level my hobbies

[somber hazel]

https://tenor.com/view/typing-laptop-cat-busy-cute-gif-5822667

[covert raptor]

So a friend paid for the pass and recived it duplicated, what are them suposed to do

[covert raptor]

I am the one who sent them there, as there are no actual brazilian technical support chat

[pastel hill]

.

[pastel hill]

Is it okay if I say what my friend needs help with? She is having serious problems with her acc. Her user in here is @raven yew

[late radish]

Im not sure if this is the right area to ask...but can we not place roller coaster carts on our track? In the challenge build? Since we technically need our backpack for that? I struggled making the track only to find out at the end

[woven hemlock]

can't place roller coaster carts, correct

[raven yew]

I recently started having this problem saying I refunded pink hearts when I never did and now I’m negative and I can’t do anything in the game at all

I can place things in my home I can’t plant anything I can’t chat with friends

[woven hemlock]

does anyone else have access to the card/bank that you paid with, who might have initiated a refund for the purchase without telling you?

[raven yew]

I’m not sure it’s possible

[tight scaffold]

heartopia suddenly asked me to log in with an account and i chose steam by mistake so now it created a new account. how do i log off that account and log in with the original one i have?

should i uninstall then reinstall the game on steam?

[unkempt badger]

If block wrong person , can i get friendships level like before Block???

[pine nymph]

I would like to report a possible issue regarding the new festival event recipe in Heartopia.

I purchased all the newly released recipes for the event; however, the “Brick Bowl Fruit Shaved Ice” is not appearing in the list of dishes available for cooking.

I have already checked my purchased recipes, but the item still does not appear in the cooking menu.

Could you please help verify if this is a known issue, missing requirement, or a possible bug?

[grim bronze]

When doing this, you'd get the draws right? Asking cuz I spent money getting the hearts and when I pressed accept I didn't get any draws/tickets through this way. I don't know if I did it wrong cuz my hearts and money got wasted, I did redo it and spent another while spending my money for hearts but used it to get the tickets differently. Just asking if this way was correct and I was supposed to get something from pressing confirm.

[pastel hill]

the thing is it went from -4000 pink hearts to -17000 how does that happen? She has apple so she tried contacting them since she didn't receive any refund money.

[lunar estuary]

i got no way to prove it, but it said something that i had acomulated 10 Exhibition Pass and that they would give them to me instantly if i bought the pass in the first few days, i bought it the same day (yesterdey)
however they just gave me the 2 for the day, 2 now that i open it today (and i had 2 from before)
somebody know if i can do something about it? because it spend those 5 acomulated days from my membership

[river heath]

Good evening! After purchasing Dance 2 from Azure, I noticed it's missing from the emote menu. Is it a bug? I can't buy it again, and I can't find it anywhere.

[white warren]

Could you please check your inventory, your warehouse, and your email?

[woven hemlock]

most likely the game is detecting a charge for her account that was refunded. unfortunately she'll need to contact apple and heartopia for billing issues, the people in this channel are players like yourself so we don't have the power to help her look into it

Help! I need to contact customer support!

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

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

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

[soft latch]

what more can i do w this bug? its been days and i cant publish antrhing still, helpp

[woven hemlock]

if it said you had 5 days accumulated from your previous pass because it expired, but didn't give them to you when you renewed, you can try clicking repairs to see if that will trigger the game to send in the passes. otherwise you'll need to ask the support center

Help! I need to contact customer support!

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

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

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

[woven hemlock]

are you playing on pc? click the places it wants you to type in, and just start typing, even if it looks like it's not selected

[woven hemlock]

try switching towns, sometimes that will force the game to reload in missing items. if that doesn't work, try clicking 'repairs' from the start screen in case its a matter of corrupted files. otherwise you'll need to contact the support center in case its a bug

Help! I need to contact customer support!

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

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

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

[woven hemlock]

i'm not in the game to check right now, are you able to check your draw balance to see if it gave you the tickets without realizing?

[grim bronze]

I think I just checked, the 66 is from the other purchase I did after it didn't work the first time, and also from me buying the thank you cards from the shop by the blue things.

[woven hemlock]

most likely the game is detecting a charge for your account that was refunded. unfortunately you'll need to contact apple and heartopia for billing issues, the people in this channel are players like yourself so we don't have the power to help you look into it

Help! I need to contact customer support!

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

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

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

[woven hemlock]

you can try switching towns to see if that will trigger the missing draws, if there are any, otherwise most likely will need to contact support center to see if they can help you resolve any missing draws

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.

[grim bronze]

Ive been joining in and out of the game and so far nothing, the draws I have are from the ones I was able to make from my second purchase, I don't know if it counted the one before that didn't work.

I'm resetting my game fully to see if it could maybe get fixed that way since just getting off and going to new towns isn't working, thank you for helping me.

[woven hemlock]

there's the timestamps on the right side, you can use that to count and see if you have the correct number of items listed based on how many you did earlier. one draw = one row, so if you did 10 draws at a time, there will be 10 different rows

[grim bronze]

I've done 9 with the second purchase, it only showed 9 so far

[woven hemlock]

@somber rose hot girls in our area are sending spam links

[woven hemlock]

you can send that to support, and then mention how many you pulled before that

@tender basin@sullen pivot spam server link

damn everyone is away

@white warren @slate lantern @runic blade are any of you alive who can get rid of this spam link....

[soft latch]

yes im on pc, even if i click it wont let me write

[white warren]

Im here now

[crimson cargo]

There’s like four links in suggestions

[woven hemlock]

ty daly

#suggestion message
#suggestion message
#suggestion message
#suggestion message

also these

daly to the rescue ❤️

[white warren]

No need to copy all the link message, @crimson cargo Too, when you say that, i look the entire messages in #suggestion that i didnt saw before

Just tell me run in suggestion

https://tenor.com/view/lizard-lizard-lizard-lizard-tom-the-lizard-hoppers-hoppers-pixar-gif-18247620511221215378

[woven hemlock]

what happens when you try to fill in the subtitle/description?

[soft latch]

it wont let me, it stays grey

[woven hemlock]

i'll tell you to drive past speed limit to go there

[woven hemlock]

if you click that spot and just start typing, do any words appear? it will still look grey, that's expected

[soft latch]

it will stay grey

[woven hemlock]

even if you start typing?

[soft latch]

let me try

[lone anvil]

where do i go to buy the machine to cook the new food recipes

[woven hemlock]

claim the stove recipe from the festival rewards (its the first reward), then make the stove in the workbench

[soft latch]

i restarted the game and did what you said and it worked, thank you sooo muuuchhhh

[woven hemlock]

glad it worked!

[lone anvil]

i've got the recipe's already but whats the name in the workbenhc i cant seem to find it

nvm my backpack wasf ull

[mossy vessel]

Look in your mail

[wraith perch]

does anyone else playing on pc(steam) have this permanent tool holding? i am not pressing any buttons in this image it just automatically goes when i have the tool out

[lone anvil]

do u have a controller connected. i have my xbox one connected and when i disconnect it. it goes back to normal

[wraith perch]

no i don't have any controllers... maybe it is picking up on something similar though i will check tysm for the info!

[lone anvil]

anything bluetooth possibly

[tight scaffold]

heartopia suddenly asked me to log in with an account and i chose steam by mistake so now it created a new account. how do i log off that account and log in with my original one?

should i uninstall then reinstall the game on steam? thanks for any help

[wraith perch]

you can click the white circle with the person in it on the login screen and logout of the steam account logged in and sign in with your usual login

[woven hemlock]

click the person icon on the side of the start screen, scroll down beneath the bind account section, click the red 'logout/signout' button there

[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

[tight scaffold]

thank you fallingwish and @wraith perch for the help! i didn't evn know i could scroll down. i need to get my eyes checked

[low heath]

Thanks

[river cypress]

I bought the Supreme Festival Pack to only realize afterwards my boyfriend had gifted it to me. Am I cooked?

[foggy wraith]

You can keep for next festival ~

[river cypress]

I thought its only for that current one only

[woven hemlock]

the vouchers can be used for future festivals, it's not unique to this specific festival

[river cypress]

How come I couldnt use the penguin one for the next one

Can i still request a refund?

[wintry lotus]

Hey, I definitely bought the brick recipes from Massimo and learned them. When I approach the stove I can’t cook the brick recipes even though I have the ingredients. Does anyone have any advice besides restart the game?

[woven hemlock]

the event stoves/bugs/fish/birds are unique to that festival, but the voucher, if you have an extra or didn't redeem it yet, can be saved for a future festival. if you redeemed it already, then it's used to get the items for that specific festival

[woven hemlock]

refund for what? the extra voucher?

[river cypress]

@woven hemlock This one

[foggy wraith]

Penguin? The fashionwave pass?
That you can only use during fashionwave

[river cypress]

Oh, so the next one is gonna be festival as well?

[foggy wraith]

No update so far

So we dont know too~

there’s no expiry date stated which means it’ll not expire and you can use it on the festival ~~

[woven hemlock]

I haven’t seen customer support issue refunds for duplicate vouchers, since you can use it during the next season. You can also gift it to someone else, if you’d rather not hold on to it

[arctic beacon]

I think the brick events are bugged right now. we didnt trigger extra phase for a fishing event but we were getting colorful fish

and then we did trigger the bug extra phase but didnt get a single special bug (dont even know what color the special one supposed to be cause they didnt spawn for the entire extra phase)

joined another bug event and immediately started getting the special brick bug outside of the extra phase and it bugged out my event cause bugs weren't spawning at all after 10 seconds into the phase

[foggy wraith]

You dont need any special phase for colorful brick insect / fish.

Just start the special brick event which costs brick tickets (only available on weekends).

• Blue/Red/Green/Purple Clownfish = Normal Brick Fish Event (Cost Coins/Stars)

• Colorful Clownfish = Special Brick Fish Event (Cost Brick Tickets & only available during Weekends)

• Pink/Yellow/Blue/Purple Large Damselfly = Normal Brick Insect Event (Cost Coins/Stars)

• Colorful Large Damselfly = Special Brick Insect Event (Cost Brick Tickets & only available during Weekends)
  

[arctic beacon]

OHH its a new system, i was wondering what the tickets were for duhhh.. thank you im illiterate and cant read tutorials 😭

[timid widget]

I have the same problem. Did you ever figure out? Or is it bugged?

[foggy wraith]

are u cooking at the event stove?
#1502433552602759219 message

[timid widget]

Yes 😢

[foggy wraith]

RECIPES NOT SHOWING UP?

Q: My recipes are not showing up in my stove.
A: Please try the methods below:

• Check your warehouse, mail, and backpack to make sure all the recipes have been learned
• Try changing towns
• Try restarting the game
• Try repairing the game (Repair button on the login screen (top right corner)
  If none of the above works, contacting in-game support is the only option. Remember to screen record or take screenshots as supporting evidence.

[reef locust]

is there an issue with the chat right now where sometimes people's chat comes through as gibberish? I don't mean the heartopia text, I mean actual mixed English characters. I was talking with a person whose messages only came through as mixed text, then I showed them some art I'm doing of my dog and they were so delighted they sent me a postcard in their native language (not English) and I realized they could actually talk and I think something is wrong with Heartopia's chat... They aren't the only user I've seen the gibberish text from either. I could have sworn I had a screenshot of the other person but I'm not finding it. I'm not 100% convinced that they are not either trolls or children though, as both users are new and act very similarly (child-like, want me to follow them around doing nothing in particular.)

examples of what I mean

[woven hemlock]

When you send a postcard, you can use default templates that the game provides with each postcard. Not sure if the message you received is one of the templates, since I haven’t tried sending that postcard yet

Do you have auto-translation turned on? You could try turning it off and see what the text comes through as, then manually put it into a translator and see if it says the same thing as what Heartopia is translating it as

[reef locust]

Ahhh you're right it's the default template. I started wondering that after I had closed the game but then thought that would be a weirdly specific template if it was one, and it is lol. Whelp, back to thinking they're a troll.

[near surge]

weirdest heartopia glitch

[woven hemlock]

Ah, a few players got this glitch too during the last petal rain. You can try switching towns, that clears most bugs/glitches. clicking ‘repairs’ on the start screen will fix it if it’s a matter of corrupted files, but iirc it’s just a visual glitch

Can send the recording to the support center too so they can look into it

[bright flicker]

i can't pick up my plants

i already tried reloading the build, joining new towns, checking wifi, reopening the game, replanting them

its been almost a week now...

[bright flicker]

ok nvm i found a fix for this... u have to hold out your pickaxe to harvest plants or mushrooms etc.

[tawny walrus]

hey guys i have a really bad bug about the new event... i have the levels to get the stove for the event and it tells me that i collected the reward already but it also says "locked" on the info card of the item.. idk what to do as i can't even cook the new recipes now

[tawny walrus]

all the other info cards say something like "unlocked" so thats really weird

[foggy wraith]

can u check your backpack/warehouse/mail if there's any permit/recipe?

[hasty forge]

I cant purchase anything anyone else has this issue?

[tawny walrus]

nothing there too

[foggy wraith]

PERMITS NOT SHOWING UP?

Q: Permits / Recipes not showing up?
A: Firstly, please check your backpack, your warehouse (only accessible at home: open your backpack → tap the icon below the bag) & your mail.

• If it’s still not working, try changing towns.
• If it’s still not working, restart the game.
• If it’s still not working, repair the game (from the login screen).
  If none of the above works, contacting in-game support is the only option. Remember to screen record or take screenshots as supporting evidence.

[foggy wraith]

if you already learnt the recipe, then you have to craft it from your workbencch

[tawny walrus]

the problem is, i learned everything else but it tells me that the recipe is somehow locked. i can't find it anywhere and i tried all of the above too

[graceful marsh]

have you craft it?

[tawny walrus]

i can't craft it

how do i contact in-game support?

[foggy wraith]

can you take video or photos of your bag & warehouse?

and also the cart is at the most bottom of the craftbench

[graceful marsh]

can you also take screenshot of your workbench recipes?

[tawny walrus]

that's the bottom of my workbench

[foggy wraith]

how about your bag and warehouse?

[tawny walrus]

okay nevermind guys. i'm just blind somehow. thanks for your help <3

[graceful marsh]

[tawny walrus]

it was in the top left corner of my warehouse and i somehow didn't see it

[graceful marsh]

make sure to click the learn button before it's dissapear (because it could teleport to your inventory or warehouse)

[foggy wraith]

[graceful marsh]

[supple holly]

I can't buy the Festival Pack on Steam, is anyone else having this problem? billing isn't showing up.

[alpine turtle]

This isn't working

[spark ember]

are you serious... they cannot attempt to replicate what I aim to do, myself?
-# my frustration and patience are now at questionable levels

[wet adder]

I think it's because of your Internet

Look at that red ping

[wintry swallow]

guys, i just cameback and want to update the game on steam.
why my heartopia update was on drive C?? never change my update files to drive c

[cerulean sigil]

Guys why does my blueprint always malfunction, like it lagged when I attempt to go to it. My internet is good and I'm already updated.

[reef swift]

I just wanted to come in and note a few of glitches I’ve run into just today:

1. After creating a new recipe at the new food stand, I got a glitched, blue cloudy screen (I have a ss if curious)
2. Blanc disappeared for 30 seconds from his location, and after tracking him twice, he appeared from the ground WITH BAILEY J. 😂 they were BOTH STANDING there together and I could interact with her as well
3. My Maltese recipe collection completely reset so I had to remake every recipe in order to “unlock it”. I already had each one placed around my house beforehand.
   I can’t remember if there were more but there have been a lot of weird glitches in the game today. Just wanted to make everyone aware

[fluid widget]

i also kept on getting the blue cloudy screen!

[median rivet]

Someone help i try to relog in but it still same i can't find the recipe anywhere

The sec recipe

[fluid widget]

check it in your warehouse!

[median rivet]

Where can i find that

U mean my inventory???

[floral swan]

The weather preference for the fox and the ferret won't update (won't be added). I had looked up the preference fox (sunny) and ferret (wet/rainy) and fed them those days. Am I doing something wrong? All the other animals' weather conditions have been added. Did I get the wrong info?

[somber hazel]

isit raining right now?

[floral swan]

Oooh, thanks I'll try that!

[floral swan]

No, not on my end.

[somber hazel]

wait nvm both fox and ferret is rainbow only

[young matrix]

Hey guys. How much GB is heartopia now in Android

[crimson zephyr]

6.88GB as of the moment, says my android phone storage 😖🤭

[runic blade]

Game is 4.47gb. It depends how much save you got( i play on all servers)

[young matrix]

Resources download?

[runic blade]

Ohh yes the updates and ressources! So it would be 7.60 gb total. I forgot the saves are on cloud

[young matrix]

No wonder i couldn't download it

[supple jacinth]

I brought the 10.99 Supreme festival pack but it stop at level 19 and I didn’t receive all my rewards. Did anyone else run into this issue? I message them in customer support

[runic blade]

Check your gallery, that's where i clean most my storage it doesn't need much compared to other games, ( example, some games can be 40gb )

[runic blade]

That is normal, supreme only gives 16 tiers

[young matrix]

The thing is, I'm actuve in these games. Tho some of it are not, but i cannot go uninstalling, and installing it again. Resources are a pain to download

[young matrix]

Welp no worries, I'll play soon with a partner or someone

[supple jacinth]

I’m sorry but no I been purchasing the supreme packs every festival event and have received every single item in the supreme packs and every level. So that’s definitely not the case it even states it.

[runic blade]

It says 16 tiers before you buy it, let me hop on my alternate account

[supple jacinth]

Wow so that had to have changed then cuz I gotten all the other packs completed

[runic blade]

It changes based on how much tiers you already have and i believe in the last week of event it gives you all. I am level 9 and it will bring up my tiers to 23

[supple jacinth]

Just hopped on mines

[supple jacinth]

I’m looking at urs tho urs on the bottom tier are locked mines are unlocked. But it could either be a glitch or I may have to complete all the necessary tasks and things to continue level up to get both now instead of all at once

[runic blade]

I am french so possible my explication is off. It is locked because i dont have either pass. If i buy the supreme pack, I will get leveled up straight till 23 and get all the locked items from level 1 to 23. There isn't a way to complete till level 60 today, you can only get 14-16 tiers thru the Supreme Pack and the rest will be from weekly quests, the collection of stars and daily rewards

[supple jacinth]

Yea it’s just I do this on my end every supreme packs at the very beginning I buy and complete them early. Like 2-3 days after the festival event comes out. But I believe it’s just different now and there implementing it. So I guess I gotta grind now to complete my levels. Lol thank you so much tho for ur help🥹

[unreal prism]

For the challenges in the event tab does the "participate in X event" not clear unless you join someone else's event? Because I've hosted a bunch but it hasn't checked it off for me.

Ohhh, never mind. I just noticed it.

[solid echo]

I have invested a significant amount of money in this account and have many transaction records. I value my account highly and would never risk it by using unauthorized tools. Please investigate carefully and restore my access.

LOL the game

[unkempt crypt]

I have a question, I bought all the dinos in the green box, but now i am not getting tickets at all, no matter how much I forge ect. any help would be greatly appreciate

[upper narwhal]

Is this a bug in translate?

[minor axle]

Hi,i bought all the new event recipes and i learn them all,they ended up in my mail then my warehause then my inventory then learn and now they show like i didn't learn them,can not make them,like they don't exist.I reloged as well.

[upper narwhal]

have you tried to cook it here?

[minor axle]

Thank You,did now and it works 😄

[vital depot]

i think you gotta wait LMAO

[brazen leaf]

What cheats are they claiming you used?

[woven hemlock]

yes, can report it to the support center

Help! I need to contact customer support!

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

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

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

[sonic matrix]

Hey, Im sure this has been asked before and Im sorry for that. But I got the fashionwave pass for my friend and then found out she already had it. Will I automatically get refunded or should I get in contact with official support?

[woven hemlock]

the people in this channel are players like yourself, not games/devs. nobody here has the ability to investigate your account for you, you'll need to contact customer support

Help! I need to contact customer support!

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

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

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

[woven hemlock]

will not be refunded, the pass can be used during future fashionwave events

[sonic matrix]

Ooooh I see! Thank you so so much

[ebon quail]

I have all the Black and purple Items for Graffiti Channel Unconventional And I have purchased multiple wardrobe expansions. All the items of this set is there except the Fraffiti Briads w/ Colored Ropes. How do I get my item I paid for?

[runic blade]

You need to manually change your hair at a mirror. I don't believe hairs can be saved on presets

[ebon quail]

Oh! Ok, thank you so much!

[brisk summit]

Anyone else have the issue where the game makes using tools difficult? Like if I equip my watering can, it acts as if I'm trying to water multiple plots when I am not, or the bug net is constantly being aimed in some random direction. The fishing pole basically makes the game unplayable as it thinks I am constantly trying to cast a line, which makes me unable to move. Trying to summon my car in the middle of it makes things worse.

[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

[spark ember]

ok @woven hemlock I found the culprit. One of these pieces cannot go past the house border. no idea why. is it the toilet? (or rug? idk)

[deft pagoda]

Heya everyone, quick question as I'm not a player, but the spouse of a player, is there a way to Undo in the Build Challenge? Single use for the last performed operation of the current user. She made an oops and would prefer if it didn't mean rebuilding everything above it.

[dull wasp]

I bought these when they came out but they’re not in the new oven! I learned them and they’re not in my bag so I have no idea what to do I waited a day but still nothing and the recipes are sold out at the store???

[south ember]

bug

[somber hazel]

can you check your mail/ bag / warehouse for unlearned recipes

[loud hound]

Question about the GAMG memberships.... so I had 6 days left on my 30 day and had 2 days left on my 7 day.. I decided to just go ahead and reload them because I might as well before it runs out and I forget it.... but instead of just adding 30 days to the 6 to make 36 days it just reloads it to 30... so I lose days/money that way? My friend says hers has never done that and hers usually stacks up so trying to figure out why I lost time there?

[unique cape]

Hi! So I don't know if this is a bug or if I just don't understand how it works.
I have D.G. 28 and 2 kittens. When I feed them and come back the next day to collect presents, only one of them gives me a reward, even though both become hungry at the same time.
This has been happening every time since I bought the second kitten (It stared a couple of weeks ago). Can somebody explain this to me?
The amount of money I get from the kitten is very similar to what my puppy brings me, even though I have one puppy and two cats.
The collection icon appears above both kittens, but when I collect from one of them, it disappears from the other one too.
Please help, and thanks ❤️

[woven hemlock]

Only one animal will hold the gift, but the gift can be from either of the cats, if the cats has actions unlocked

So say you have cat A and cat B. Even if cat A is the one holding the gift, it might actually be from cat B

[acoustic aurora]

quick question~ it said that the portals are non-interactable for the event build challenge. Does that mean that portals won't work during th eexhibition phase, or were they talking about a different portal. Just wanted to clarify since my team and I's build includes a portal to get from one place to another.

anyone help is appreciated so that we can revise the build if ever. thank you~~

[somber hazel]

where did you read this from?

nvm i saw it

[acoustic aurora]

Oh haha was about to send a screenshot

[somber hazel]

i would assume the regular portal but we can use it during trial mode ….. weird but since they put it in the patch notes i’ll assume it won’t be functional

[acoustic aurora]

aww that sucks. i assumed the same cause it is still functional right now. but i guess better safe than sorry

[fallen mason]

Hello Heartopia Support,

I am contacting you because my friend sent me a Golden Gland Ticket so I could unlock the Premium Pass. However, after using/unlocking the ticket, the Premium Pass was not unlocked on my account.

Could you please help me resolve this issue?

Here is my account ID: 7fa0n25

Thank you very much for your help.

Best regards

[runic blade]

Hello! Unfortunately we can't help with this issue, you will need to contact Support. From what it seems to be is, your friend maybe gifted you the Upgrade Voucher? If they did, they also will need to gift the Basic voucher before you can use the upgrade

[steady kraken]

are there any mods online? I have a server related issue

@white warren @slate lantern

[foggy wraith]

you can dm @twin yacht

[white warren]

Please contact us via @twin yacht

Will look your ticket now

[dapper pecan]

I have to vent a little about the portal thing... My team heavily relied on the portals to get to and from different areas of our build. IF they were not allowed to function in the first place, why are they allowed to be placed? Why are they allowed to be functional in and out of build mode? Certain items are not allowed to be placed down at all so why let Portals be placed but unusable? Now my team has to figure out a way to fix this problem that might mean have to demolish areas and fix it back up. The portal item should have been revoked entirely if that was the case. These items should of been announced earlier in the building phase or prior so people had more time to adjust, not when majority of people are finished with their builds with 10 days left.
(not to mention alot of fantasy books rely on portals in their stories like Alice in Wonderland: Through the looking glass, has a mirror portal. Some folk lore have lakes or ponds that are portals to fantasy lands... Unable to use portals kinda hinders that magical feel.)

[woven hemlock]

if you happen to have any screenshots of the before/after, you can contact customer support about it and see if they can give any advice, i havent tried stacking memberships (i usually just let it run out first), but iirc its supposed to stack the dates if you still have time left on the previous one. The only situation i can think of where this might not apply is if your previous membership was already expired, since some players misunderstood what it means when it holds rewards after expiring, but that should deduct the days so you would have 24 days remaining instead of a flat 30

[woven hemlock]

send to customer support to let them know this is happening. in the meantime, switching towns or clicking ‘repairs’ on the start screen should fix it

Help! I need to contact customer support!

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

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

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

[woven hemlock]

there isn’t a way to undo in co-build mode, since it’s autosaving after every action

[woven hemlock]

Ohhh interesting, so one of those pieces is being counted as past the border even though it isnt? is the rug possibly at an angle instead of flush against the corner?

[spark ember]

I was going to answer. correct. the round rug is diagonal, which crosses the border

[woven hemlock]

aha, mystery solved

[dull thicket]

Here’s a clear, concise version you can send to customer support or follow yourself:

Issue: [Briefly describe what’s happening in your game]

Temporary Fixes:

Switching towns or clicking ‘Repairs’ on the start screen may resolve the issue temporarily.

How to Contact Customer Support:

From the Loading Screen: Click the round icon with the headset logo in the upper corner.
From the Start Screen: Go to Settings (gear icon) → Support Center → Contact Customer Service.
In-Game: Go to Settings → Account Management → Support Center → Contact Customer Service.

Check Replies:

In the Support Center, click the blue-green headset icon → choose Feedback Record to view active/inactive tickets.
Check periodically, as notifications are not automatically sent.

If you wanna know, req me

[woven hemlock]

…? Is there a reason you are sending this to me?

[dull thicket]

I wanna help you

[woven hemlock]

Thank you for the offer, however, I do not have any direct access to customer support that is different than another player.… so I am not sure how this is of help to me. I have already offered how to access customer support to the player who has this bug.

[dull thicket]

I wanna make friends

[graceful marsh]

https://tenor.com/view/popcorn-eating-gif-10104807991349274331

[foggy wraith]

-# what did our fallingwish just went through

[versed pebble]

help guys im in huawei matepad 1.7 why does ultra and High quality so laggy can you recommend what quality does huawei matepad 1.7 so it can be not so laggy

[woven hemlock]

Have you seen the channel #1420320496884387930 ? There are many people there who are also looking to make friends, you will probably have better luck making connections there

[elder jay]

hey whiskers!! good news for portal users, I hope this brighten your day

-# oh also this thanks to my fellow beaver teammate @graceful marsh for asking the CS credit goes to her

[dull thicket]

I see. so will you be friend?

[graceful marsh]

Can we be friends?

[woven hemlock]

I am not looking to make friends unfortunately, sorry

[dull thicket]

Can we be friends??

[woven hemlock]

how i feel rn:

[woven hemlock]

Yeets u

[graceful marsh]

No more stickers for you !

[graceful marsh]

-# I laughed when i opened this channel, idk what to say

[dull thicket]

Will you be friends?

[graceful marsh]

-# what do i get from this situation?

[runic blade]

Hi, this channel is to ask about help about any technical issues ingame. You can go look in #1420320496884387930 for some friends and you can also create your own thread.

[woven hemlock]

Ultra and high quality are the highest quality graphics settings, which can cause overheating and lag in devices. Have you tried switching this setting to medium or low?

[dapper pecan]

Thank you!!!!

[woven hemlock]

NOOOO my stickers…. Unyeets you…..

[woven hemlock]

-# at least someone got a laugh out it it

[dapper pecan]

Question the last bit about not able to set departure or destination portal. We have 4 portals, each a different color. If they in a red portal, they will depart from the red portal and visa versa correct? Cause thats how we have our build currently is that each different color portal leads to the corresponding portal color

[thin dune]

I made some outfits but the drawings disappeared... now they’re just showing up as plain white. Do i need to make everything again..?

[versed pebble]

[woven hemlock]

Do you still have the custom clothes in that set, in your inventory?

[elder jay]

I'm answering with my understanding of 4 portals you mean 4 pairs of portals (a total of 8 portals placed).

if you have 2 portals of same color, they can act as both entrance and exit. enter through red A and you will exit through red B, vice versa. but if you have 3 red portals, since they all act as entrance and exit, if you go through red A, you'll exit in randomized position of red B or red C, vice versa.

[thin dune]

it looks like this now...

[dapper pecan]

2 red, 2 blue, 2 green and 2 purple. No third portal each colored portal goes to the room matched to the corresponding portal

[elder jay]

then they will work just fine, red to red, blue to blue and so on. and all works as both entrance or exit.

[dapper pecan]

Thank you so much! Our team appreciates you guys for fixing the issue 💖

[vocal tangle]

Hello! Anyone experienced getting items and they didn’t appear on your closet? If so, did you guys emailed hato for it?I just noticed that I got the console but it wasn’t on my handhelds. I tried looking on my backpack as well just in case but I couldn’t find it. Thank you 😊

[elder jay]

thanks to my teammate @graceful marsh for taking the time asking the CS team credit goes to her

I'm just spreading the info to fellow hatopians in need

[elder jay]

the console is a tool skin for your tablet, not handheld item. access it from the tool menu on bottom right (where you pick your tools like axe, etc), you can change it's skin there

[vocal tangle]

Oh!!! It’s a skin!! Omg 😆 I thought I was missing an item.. thank you for answering 🥰♥️

[woven hemlock]

try switching towns to see if there's any changes, it could be a visual bug/glitch, in which case teleporting to a different town to force a reload might fix it

if that doesn't work, you could try going back to the start screen and clicking 'repairs' in the top corner in case its a matter of corrupt files

[thin dune]

okay thank you!! i will give it a try

[woven hemlock]

fingers crossed it works!

[unkempt fox]

i gifted a friend the Supreme Festival Pack but the extra stuff you get besides the stuff you get on the regular Festival Pack , she didn’t receive? i then gifted her the Upgrade Pack but still nothing?? is it a bug or?

[woven hemlock]

Are you talking about these?

[woven hemlock]

They're extra rewards given once you reach that level in the festival rewards (not the DG level)

the level from here ^

[main stag]

A friend gifted me the supreme festival pack but I can't claim it

[unkempt fox]

she said she opened the gift box with the vouchers and opened it but its still like she doesnt have the pass at all

[woven hemlock]

after claiming the gift from the mailbox, did she look for the voucher in her inventory and activate it? the voucher is automatically removed from the gift box after claiming it, so need to look for the voucher to activate

[woven hemlock]

do you already have a supreme festival voucher activated?

[unkempt fox]

okay ill ask her again tomorrow she had to get off, ill get back with you on what she says thanks alot!

[main stag]

nope

[woven hemlock]

can you click on the voucher and check what the name of it is?

[main stag]

and then this again

[abstract zinc]

In game, I was trying to buy Heart Diamonds. It told me there was an error in purchasing and to contact support. But upon closing and reopening the game, the heart diamonds are there. Is there anything else I need to do?

[foggy wraith]

how about the basic pass?

do you have the basic one?

and have you tried restarting your game?

[formal cargo]

Hey Friends, I’m new to Heartopia, but I just purchased a bunch of cooking recipes for my cooking hobby (4 festival based, 1 standard). I learned all the recipes but I don’t see them when I try to cook! Can anyone help me out or let me know what I can do?

(I moved this message to the correct tab)

[main stag]

nope :(((

[main stag]

Ive done it like 3 times

[foggy wraith]

you need event stove for the festival food

#1502433552602759219 message

guide is here^

[formal cargo]

Okay that’s helpful, I have the stove but it’s not built. Let me try

[foggy wraith]

did u click on this yet?

[main stag]

I did

I have the gift box It just wont let me claim it

[foggy wraith]

Hmm if that’s the case.. then maybe try contacting support and see..

I’m not too sure as well

[main stag]

Thanks

[woven hemlock]

can you screenshot this page and show what it says?

[main stag]

The exact same thing but sure gimme a second

[woven hemlock]

always good to check just in case, sometimes there's a little detail ty for humoring me

[woven hemlock]

do you happen to have any festival vouchers already in your inventory already? not the one your friend gifted to you

[main stag]

I got two leaf boxes but one says that it was empty ?? so ig its a bug

[woven hemlock]

when you claim items from your mailbox, the item is automatically removed from the gift box and placed separately into your inventory, and the gift box will appear in your inventory as an empty gift box. did someone send you a pass in the past? you could check through to see if you have a voucher lying around somewhere

[fiery topaz]

OMG! Me too! 😭😭😭😭

[true estuary]

Same issue with the ticket not letting me claim it.

[main stag]

U were absolutely right, I'm shocked cause I haven't received any other gift mail whaaat

[fiery topaz]

I received gift today. I opened it. When I checked the acorn store, no days left! 😭😭😭😭

[woven hemlock]

you currently own an upgrade voucher, which is used to upgrade a basic pass to a premium pass - it can't be used by itself. you'll need to get a basic pass first in order to use the upgrade voucher

[true estuary]

Where do I find the basic one?

[woven hemlock]

its possible your friend sent the pass to you twice by accident? regardless, were you able to activate the one in your inventory? that should now let you recieve the one stuck in the mailbox

[woven hemlock]

need to purchase it from the store, or have someone gift it to you

[main stag]

Nope I already ask him lol, and yes I could finally activate it 😭😭 tysm!

[woven hemlock]

The one you have right now is this one

[woven hemlock]

glad it worked out!

[main stag]

But now what do I do with the other one? Can I use it for future events??

[woven hemlock]

if you have the gems and it's been billed appropriately to your card/bank, then no further action is needed

[true estuary]

Oooh Thank you!

[woven hemlock]

can use it for future festivals, yes! you can also gift it, if you have the friendship level 3 action to gift items to someone

[fiery topaz]

My friend too. Did'nt receive a gift. Her friend send her a gift, a premium pack. 😭

How can I report this? 😭

But she don't have a regular one.

[woven hemlock]

they need to go to their inventory, locate the voucher (not the gift box), and manually activate the membership

[main stag]

Omgg lucky me ig ty ghost festival pack gifter

[fiery topaz]

She didn't receive a mail or anything.

[woven hemlock]

the very first thing in the video is of them claiming the items from her mailbox though?

[fiery topaz]

But my problem right now is this...
Check this video.

[true estuary]

Is it a way for my friend to get a refund because she bought the wrong one 4 times.

[abstract zinc]

thanks!

[foggy wraith]

can u check your warehouse/backpack

there should be a voucher there (after claiming from mail & gift box)

[fiery topaz]

The video that I sent is my problem.
I have received a gift, opened it, but the subscription gift wasn't applied when checked.

[wind nexus]

Why I don't have the beaver event I already at 1500 home evaluation

[foggy wraith]

have you checked your warehouse/backpack if there's any voucher to claim?

[woven hemlock]

she'll need to contact customer support regarding this, unfortunately! i highly doubt it - most likely they will simply say that you can buy the basic pass in order to use the upgrade voucher, as the cost will amount to the same thing (basic pass + upgrade voucher = ≈ same price as the premium pass)

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.

[fiery topaz]

Awwwww. 🥹 Thank you so much. Sorry. 🫶🏻

[woven hemlock]

i see, the video is your problem, and your friend has a separate problem? can you write out what your friend's problem is, in one post? it's can be hard to keep track of what is being said if it is split up into multiple posts, since many people are in this channel right now

[woven hemlock]

what is your DG member level?

[foggy wraith]

[foggy wraith]

so is it there?

[fiery topaz]

Thank you so much! I found the ticket in my bag. Sorry. 🫶🏻

[wind nexus]

28 level

[woven hemlock]

hmmm not sure then. have you submitted for home evaluation before this time? i don't see a 'repvious score' section on your card

[wind nexus]

I submitted after prepe ration phase

Prepare phase

[woven hemlock]

as in, you submitted for home evaluation after may 2nd? and you received your score this weekend (saturday)?

[wind nexus]

Last weekend Saturday