technical-help

[woven hemlock]

if you're DG level 12 + you have the 1,500 points, you should be able to do the event i'd suggest contacting customer support to double check what might be the issue, since from a surface level, it seems like you reach the requirements

the only thing i can think of is that maybe the home evaluation you submitted previously was part of a tutorial and didn't count? but that is only a guess

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.

[topaz bronze]

hellooo, i cannot find the tix in my bag and it says 0

[foggy wraith]

did u click return by accident...?

wait

[topaz bronze]

my friend did

[foggy wraith]

can you double triple check your warehouse/backpack?

none inside?

[topaz bronze]

none

[foggy wraith]

how about in your membership page?

did it add on the expiry days?

[topaz bronze]

i already bought 3x so it definitely won't add up

[foggy wraith]

restarting or changing town didnt work i assume?

[topaz bronze]

yep coz it was last night

[foggy wraith]

hmm.. maybe u can try contacting support..

personally i've never experienced return or gifting so i cant really advise much

but afaik, the owner should get the returned item if someone rejected the gift..

[woven hemlock]

huh, yeah weird that it says 0 owned

[topaz bronze]

maybe its bugged. ill wait till tomorrow, hopefully it will appear in my bag

TYSM THE HELP THO

[foggy wraith]

sorry i cant help further

[woven hemlock]

you can try clicking 'claim all' in your mailbox? maybe it was sent in a different mail when you got the gift return notice originally, did it have anything to claim? or did it already only give the option to delete?

does your card/bank statement say the fee was refunded at all?

[foggy wraith]

i actually wondering how hato rejected/returned gift works

since day 1 i never got the chance to experience this LOL
how pathetic

[woven hemlock]

as far as i've observed based on reports here, the item is usually returned to the player and put into their inventory

not sure how that works if theyre gifting a clothing set, now that i think about it maybe it is just refunded

[topaz bronze]

they didn't

[foggy wraith]

oh right..

[topaz bronze]

my friend said maybe it was a delay bug

[woven hemlock]

it's possible, you can teleport to a new town to force the game to reload

if your backpack is full at the time of receiving the mail, maybe it was put in another mail for you to claim too

[topaz bronze]

thanku for the suggestions

[woven hemlock]

hopefully you recieve the voucher or a refund soon!

[foggy wraith]

when we gift cloth set, it'll cost red hearts/blue diamonds?

[woven hemlock]

cause clothing sets don't normally appear in backpack/warehouse right so there's no way to have 2 of them, if you buy one for yourself and then gift one to a friend but then the gifted one is returned. so the only option i can think of is that the cost is refunded to the buyer in that case, unless the game has a way of holding the duplicate

i haven't looked into returned items much, usually its a voucher or like a bike or smth that gets returned and its just in the backpack/warehouse

[foggy wraith]

oh yes, which is why i asked if those cost red hearts/blue hearts, cuz we mght get those refunded instead of the item

possibly am not sure too..

[woven hemlock]

surely the only way to know for sure is to just test it ourselves. unfortunately most of my friends dont play anymore so i'll need someone who is willing to be my test subject (receiver of gifted item who then returns it to me)

(we could just ask customer service but i love experiments)

[river linden]

can someone help me understand why my Sims are being sacrificed due to a last exception error…wtf is that fr

[woven hemlock]

is this something in heartopia?

[river linden]

wait this is heartopia..🤦🏼‍♀️

[river linden]

omg i’m so sorry no

[woven hemlock]

no worries hahaha

[graceful marsh]

[split hedge]

Hi, would like to ask for any help.. my friend gifted the festival pack but I didn't received any email in game. Also checked if it was already in game but as per screenshot. there's none. :(

[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 switching towns or 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.

[split hedge]

thank you! my friend already showed me the proof that he was charged with the designated amount. He also, raised it up to the customer service in game. hope to get reply soon.

[unique cape]

Weird but thanks

[sacred lodge]

Can anyone explain me this? Can we use glitches/overlap or not? Yes or no?😭

[woven hemlock]

Is glitching allowed for Beaver Cup Challenge builds?

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

[dapper pecan]

Which is still very vague. They allow it but its a risk.

[azure flower]

Is it possible to delete an account from a specific server? I ended up creating one on another server just to see what it was like and I want to get rid of it.

[placid kelp]

just leave it as it is it wont affect ur id on other servers

[brave furnace]

My heartopia won't let me successfully enter a town, is there a current bug or maintenance happening?

[placid kelp]

none currently check the network and refresh it if you are using a pc restart it sometimes it throws you out in PC

[brave furnace]

I'm using mobile, and I've restarted my phone plus WiFi still no results

[placid kelp]

there is no bugs or maintainance now we are playing and its just fine

[nimble scarab]

Game have Internet issue

[brave furnace]

I'll try one more time, tysm for helping lol

[lean cape]

The same is happening to me, can't enter any towns

I restarted my PC and everything.

[white warren]

Did you try using LTE/ 5G ?

Oop sorry molly didnt saw you

[brave furnace]

It's working now, tysm 🩷🩷

[white warren]

Try to use 5G/ LTE too please

Oop you are on PC

[runic blade]

Don't worry loll

[white warren]

Do you use the cable ? e-internet ? Sorry im french maybe its not the right words

[sage spruce]

Ohhh both my pc and mobile won’t let me join towns

[white warren]

Do you have any screenshot ?

[runic blade]

What are you guys servers? Curious

[nimble scarab]

Yah

90% my game is not working on Wi-Fi

[white warren]

PC or mobile ?

[nimble scarab]

Mobile

[white warren]

Try to use another internet connexion please, like 5G / LTE

[white warren]

This waves is weird haha

[runic blade]

It is, all of a sudden too

[nimble scarab]

I know on mobile data game is working good, but sometimes ms not good

[white warren]

Can you try 5G / LTE on mobile, and on pc, Do you use a cable internet connection?

[nimble scarab]

Miss which server you are playing

[sage spruce]

It’s let me join now

[nimble scarab]

Maybe you’re right, I think my Internet MB speed is low

[white warren]

Unfortunately, this is due to the game's optimization; normally, you can turn Wi-Fi back on while you're in the game. There was probably a minor crash

@sage spruce too

[sage spruce]

Thank you

[white warren]

America but sorry i dont add people

[lyric glacier]

ever heard of FUP (fair usage policy) that only applies in 5G/LTE?

[nimble scarab]

Sorry to say that, but personally American people are too much rude

[white warren]

I'm not sure I understand what you're getting at ?

[nimble scarab]

And I do not say you to add me I just ask you for information

[white warren]

Everyone's experiences are different; I'm sorry you've had some negative experiences.

[nimble scarab]

I try so many games, same American people. I don’t know why I have ego issue.

[lyric glacier]

like when you hit the specified threshold for thefair usage limit it throttles your speed down to 512kbps (no, not KBps, kbps)

[lean cape]

My game is letting me enter towns now.
I tried on my phone and it worked so then I tried on my PC again and now it works lol

[white warren]

Oh no, I don't know about that—I'm not a computer expert—but that's interesting! Thanks

[white warren]

Loll weird issue, glad its working ! Good game to you

[lyric glacier]

that's also one of the culprits

[white warren]

For this issue right now?

[lyric glacier]

rarely, if it ever happened before from someone

[white warren]

Oh oki

[split hedge]

does anyone also experiencing this? i already cooked the items last night and it showed up but as i checked again today the record was gone. im referrinig to the maltese canele items

[graceful marsh]

Did you cook it before the hotfix?

[split hedge]

yesyes plus I already cooked it way back

some friiends also experienced it

[graceful marsh]

if you cook it before the hotfix, then you need to re-cook it again

Apparently you need to cook it again after the hotfix so it can register to the collection tab

[split hedge]

oh i see alright. thank youu!

[scarlet badger]

hello dear admins or mods,
I would like to ask something regarding the beaver cup event.

Is it alright for muted player to still participate in the beaver cup event? unfortunately I just know that one of my members is muted and she couldn't get into the island for co building. Thank you 🙏

[outer quest]

I don't know if this is the right channel, but I can't get into my account. I got a new phone and wanted to play. Like, I can use the email I use for my account, but it starts it all over from scratch?

[somber hazel]

you can ask in ingame support , game devs are not in the server

[somber hazel]

if it’s the same email , did you check if it’s the same server?

[outer quest]

It is the same server :((

[somber hazel]

do you have the old uid?

[outer quest]

?

[somber hazel]

previous account uid

user ID

[outer quest]

No, I don't because my other phone is dead.

[somber hazel]

dead means broken?

you know any friends that can see your previous account ID?

if you can’t access ur UID i’m afraid the account is lost

[outer quest]

I can ask my friend

[white warren]

When you played the game for the first time, did you sign in with Apple ?

[outer quest]

No

I always use Google

[white warren]

And are you sure you're using the same email address?

@outer quest I looked at your message history on Discord and found your UID,

You can contact the support center and explain the situation to them; they will be able to look into it further.

( You were showing off your creation, haha )

[foggy wraith]

-#

[outer quest]

Thank you for your help, but they were very unhelpful with my situation:(

[white warren]

How?

[outer quest]

They just kept saying "Make sure it is same email and server" and it is the same email and server

[white warren]

Even if you tell them it's exactly the same?

[outer quest]

Yes, they just stopped responding to the message.

[white warren]

Have you tried logging in another way or using a different email address?

Maybe it's not the same one, or did you add another login method to your old account?

You can have many login method on one account

[outer quest]

Yes, I have already tried all of my emails to make sure it wasn't one of them

[white warren]

I'm sorry, but I don't have any other way to help you here 🩷

We dont have the same access or job here

[outer quest]

I guess I will just have to start over from scratch? I just really really don't want to because I was over level 10 and it takes so long to get there

[nocturne trench]

How is it that sometimes when I get to my house my cars that I got on display are all gone I got the option for friends to use the cars turned off

[true dagger]

can we PLEASE get some form of toggle off for the youve caught X or cooked Y triggers its so annoying mid catch fests etc or bulk cooking

[twilit snow]

Uhhh I'm not sure how to report a bug but I can't find massimo in his usual spot even though it says he should be there on the map o.o

[lyric mulch]

I keep getting this message. Any idea why?

[vagrant wyvern]

Hello, is it possible to log into the same account from two devices? (Ex: pc and phone)

[outer quest]

They say it is, but I don't think so.

[young egret]

Helloo, I need help with something. I play on my computer, but it won't let me link my Google account, and I don't know what other account to use or how to do it, since I need to do it to redeem codes and other things.

[zenith ether]

I'm missing my order ticket. Ordered a furniture and when I claimed it, it didn't appear. Usually the eggs from the daily missions can give me the order ticket, but this time I didn't get it back at all for several weeks. Not in mail and not in bag or warehouse.
Anyone idea how can I get it back?

[young egret]

I also have the problem that I obtained this item but it doesn't appear in my closet

[somber hazel]

screenshot this and your closet i don’t have it but i assume it’s under hats section and send to support

[somber hazel]

you don’t ever get the ticket bag , once used to order something it’s gone

only obtainable through daily eggs

[somber hazel]

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

[somber hazel]

you can report bug to support

[somber hazel]

yes but not concurrently

[lyric mulch]

Ill give this a shot!! Thank you!!! it might be the wifi here honestly!

[somber hazel]

hmm you can try manually parking all your vehicles by summoning it and park and restart game it might just be buggy

[lyric mulch]

These worked, thank you!!!

[young egret]

yes Thank you

[teal cairn]

My friend has done it, you need to link your Google or whatever from PC before signing in on your phone as you won't have a Steam login option on mobile and signing in with your mobile account will create a separate account which will lock you out from binding the two. If you've already run into this issue, request to delete the new account and wait 15 days before trying again.

I'm still waiting 4 more days before my new account is gone so I can't confirm 100% that this will work if you already accidentally made another

[solemn aspen]

my pc account still wont let me publish a book. i did everything correct. i even updated my game and account and pc and everything... so why cant i publish. It wont let me add a tagline and description before i publish

[woven hemlock]

when you click on the tagline/etc, it will remain grey as if you can’t type, but if you just ignore it and start typing, it will work

[solemn aspen]

oh ok

ill try it out, ill lyk if it doesnt work still, thanks

[arctic sandal]

hey guys ! I just exchanged coupons for a piece of furniture from the Alice gacha and when i go to the event island, it doesnt show up (it shows up in my inventory in the village though). Is it a visual bug ?

[tawny ibex]

Diamond don’t go in.
No diamonds.
The transaction was made with a payment receipt, but the amount didn’t go in.

[merry thorn]

You need to contact in-game support for this

[trim mural]

Purchased the Junior Membership today and it says I only have 4d 11h left already, instead of the 7d.

[runic blade]

Did you have 2-3 days of rewards in holding?

[trim mural]

i believe so

[runic blade]

Okay that is why, you payed for the holding rewards aswell so your pass is now only 4days

[trim mural]

ah i see! Thank you for clearing that up! 🙂

[narrow copper]

purchased the festival pack for a friend and they dont have the fishing pole

or any of the rewards

[foggy wraith]

Did you purchase the premium one?

Can you ask them to screenshot their event pass’s page?

[heady steeple]

was 5.99 festival pack upgrade voucher that I didn't get.

I got an empty gift box

Eclipse bought the 5.99 festival pack upgrade voucher for me

[runic blade]

The box will be empty but if you look way at the bottom of your inventory, your voucher should be there.( Below ingredients)

[narrow copper]

how do you request a refund for the other one

i thought i bought the right one

[foggy wraith]

Upgrade voucher?

Do you have the basic pass?

[narrow copper]

no she does not

[foggy wraith]

If you dont have, then your friend can just gift you another basic pass

[foggy wraith]

Ahh then you can just gift her another basic pass
Activate it then she can use the upgrade voucher

the upgrade voucher is basically for upgrading basic to premium

[heady steeple]

yes I have the upgrade voucher. can they get a refund for that since that is not what they needed to get me?

[foggy wraith]

you dont have any basic pass right?

[heady steeple]

no I have no basic pass

[foggy wraith]

you can just ask your friend to gift you a basic pass then you can use the upgrade voucher

[foggy wraith]

as i mentioned here

[heady steeple]

they can't afford the basic pass since they already spent for the upgrade. they thought they were buying the basic pass because it cost less.

[foggy wraith]

as far as i know, there's no way to request refund as per CS

u can just keep the upgrade voucher (it's permanent, wont expire) until next festival and buy the basic pass and use the upgrade voucher

[heady steeple]

ok you don't give refunds.. they were just trying to give me the fishing pole.. I'm sad now.

but thank you for talking to me.

[pallid solar]

https://gyazo.com/2cdee94cfc920796f0cba334aebfefff
What am I doing wrong?

[modern kestrel]

Hi! Not sure if I’m in correct channel - but idk what else to do. I have been so frustrated with the building load limit (at max 350k), I’m just having a hard time decorating my whole house. Right now my whole third floor is empty cause I’m maxed.

Are there any plans to increase the load? At this point I’m ready rage quit.

With love!

[white warren]

Hi there! Thick beams like this one don't go against the walls. You need to use thick beams like this one, but in an "L" shape; there will be a small indentation.

You can send me a screenshot of the list you have as well.

My wording might not be exact—I'm French.

[white warren]

Hi! Unfortunately, there's no other way to increase it :(( We hope that in the future we'll be able to receive this gift. 🩷

[heady steeple]

I have one more question.. I spoke with you earlier about the gift for the fishing pole and I was confused as to which one was the basic and which was the upgrade. my friend purchased the festival pack for 4.99 and I was sent the ticket shown in this image and did not get a fishing pole.

[foggy wraith]

yes, this is the upgrade pass

[pallid solar]

thank you SO much I been going at this for an hour-- life saver 🤍

[white warren]

Hihi your welcome 🩷

[ebon seal]

Help. I can’t place chess pieces on flooring

[heady steeple]

is the 4.99 the basic and the supreme is the upgrade or am I still confused?

[foggy wraith]

Festival Pack usd4.99 is the basic one
Festival upgrade pack usd5.99 is to upgrade basic to premium

[white warren]

It can only be placed directly on the plot, that is, on the basic grass.

[foggy wraith]

I think only placeable on ground floor xd
Like what daly said~

-# i just knew bout this

[ebon seal]

Ugh, I’ll never use them then 🙁

I have a game room I would like to put them in

[foggy wraith]

Huh? Why~ you can place on ground floor~ just not a floor up

[foggy wraith]

Oooh :c

[ebon seal]

I can’t put them on flooring. Grass only 🙁

[heady steeple]

ok thank you and just to be sure... there is no way I can exchange the upgrade ticket for the basic one?

[foggy wraith]

eh? even on a flooring on ground floor wont work too?

[foggy wraith]

nope
u can keep it until next festival but you still have to get the basic pass in order to use the upgrade voucher

[ebon seal]

Ah yes it does

Darn. I hope they fix it. I don’t wanna move my wholeeee game room to the ground floor. It’ll change my whole layout

[foggy wraith]

i.. not sure if glitching would work

[heady steeple]

ok thank you. at least I understand now where the mistake was made. : )

[ebon seal]

I’m no glitch pro sadly. It’ll be okay. I hope enough people bring it up and they patch it

[foggy wraith]

otherwise u can put in #suggestion orrr feedback directly to in game custromer support~

[ebon seal]

Will do, thanks! I’m not a discord pro either lol

[foggy wraith]

Uhh here’s the guide for contacting in game customer support

[ebon seal]

Thanks!

[faint hollow]

Not sure what is going on. I just logged into Heartopia using my Steam account and I am starting from the very beginning. I lost everything. 😭 On my Steam account I have over 166 hrs of playtime. What happened?

[foggy wraith]

hello, can you 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

[faint hollow]

Ty Yvee. I checked the server. I did notice my UID is different from my original UID that I been logging into. I'll try 2nd and 3rd bullets you listed.

[patent rock]

anyone unstable ping?

[warm stone]

help, why did the beaver challege building reset after renaming the Work Title?? but the currency is still in use

[somber hazel]

#technical-help message

maybe this can help , if it doesn’t you can contact support

[waxen salmon]

Does anyone know what to do when an individual purchased 2 monthly pass for this month? It was automatically deducted.

[prisma totem]

When I logged into the contest island today, many of the objects that my team and I had placed had disappeared. After talking with other players, they’ve had the same problem too. Is it over and we need to rebuild everything, or is this going to be fixed?
I’m really upset and demotivated because we already spent a lot of time building, and if this happens again, what’s the point of continuing?
The objects that disappeared seem random. Some are glitched, while others are unaffected.
I need Help please

[somber hazel]

it will stack

[somber hazel]

you can contact support , many players are facing this problem

[blazing blade]

Hiii. I cannot invite my friends to the private town via "Invite" instead they have to type the password.

[graceful marsh]

Did you put password in your town?

[fluid ingot]

Hello i have some problem with the new event of Harto when i go to the block oven for cook it said i dont have anything and i buy all the recipes

[runic blade]

Double check your inventory, Warehouse and Mailbox for any unlearned recipes

[fluid ingot]

Thank you 😊

[jolly canyon]

The FAQ for the build challenge says that portals won't be able to be interacted with. But currently the portals work when visiting my build. So will they be functional in the exhibition phase?

[woven hemlock]

Support clarified in a ticket that if you have multiple of the same portal, you will not be able to choose which portal you exit out of. So for example, if you have three of the same color portal, it will randomly exit you out of one of the other two. If you have two of the same portal, then you won’t have any issues with entering and exiting

[somber hazel]

they updated the faq

[sullen idol]

I literally JUST completed the Brick Insect Event and didn't get the credit for it. Is this bugged? How do I get it fixed?

[somber hazel]

did you do the special one?

there’s normal and special

[sullen idol]

Yes, just completed it

[somber hazel]

you can report to support

[formal otter]

i cant seem to figure this one out since it came out. everything i do, it wont get rid of it. can someone help?

[somber hazel]

spend fashionwave coins

at fashionwave store

[formal otter]

i did

[somber hazel]

hmm when did you unlock this quest?

it might be from the previous fashionwave bcs i don’t rmb the current event having this quest

[formal otter]

when it first came out when the movie set event stuff started

and i tried to do it then and it stayed so i thought it would disapear by now and it hasnt

[somber hazel]

i think checking with support is better

[formal otter]

ty

[white warren]

Its the previous fashionwave.. please contact support center

I did it too for the french zone as well

[woven hemlock]

cinematic event was also a festival, not a fashionwave. the only fashionwave event that we've had so far is the winter frostpore event

[thorny kettle]

Hi i js started playing 3 days ago, and today i logged in and all my progress was lost. I had to go thru the game all the way from the beginning. Why is that?

[somber hazel]

did you change server?

and are you using the same login email?

[thorny kettle]

I did the other day cz i wanted to see what a "global server" is

[thorny kettle]

Yep

[somber hazel]

yeah changing server , forces you to start over with. a new character , return to the original server

progress in other servers won’t be lost

[faint hollow]

Hi Yvee! How do I open a ticket with the support team? Im still having issues.

[twilit tusk]

Hello, my friend has an issue where she can't use tools, if she does she cannot move anymore and any interaction becomes glitched. No controller plugged in and she tried reinstalling the game, any solution?

[somber hazel]

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]

@somber rose mr beast spam

[solemn aspen]

how do we bind steam acc to mobile? it wont let me bc it is already binded on pc acc

[indigo bay]

It is 18:00 why hasn’t the rainbow started?

[foggy wraith]

Click on the clock to see the actual server time

Do you have DST?

[foggy wraith]

You can try binding on another platform on your pc

@white warren

https://tenor.com/view/cat-gif-23841046

@somber rose

[loud falcon]

Hi idk where this should go I tried to find the report area in the official website but can’t find it uh I want to let yall know that I found a bug where it rains in the bac garage

[foggy wraith]

Rain can go through anywhere
Even in your house🥹

Which is why even if your planters are indoor, during rainy weather, it’ll automatically be watered

[loud falcon]

0-0 okay the

It’s sims 4 all over again

[woven hemlock]

to answer your other question, the support center isn’t available directly through the website — instead, you locate in through the game itself

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.

[loud falcon]

Thank you !!

[sullen idol]

This makes no sense. What time does the actual clock display? Mine says 15:48 which is the EXACT time it is where I live. But server time says 17:46 which is Central US time...2 hours ahead of my actual time. But local time is slated at -3 hours which would be 14:46. Which one is actually correct?

[woven hemlock]

15:48 = your local time. the game pulls from your local time and displays the same time. some parts of the game are calculated based on your local timezone as well

17:46 = the server time. all servers follow their own specified UTC timezone, which does not change regardless of daylight savings. based on your screenshot, your server is 2 hours ahead of you, which currently matches with USA central time

-3h = the calculated time difference, if there was no daylight savings. this is inaccurate if your region is currently following daylight savings, as the game does not account for it when displaying calculated times

heartopia (which is based in china) does not follow daylight savings, which is why you will see some discrepancies between the displayed time and the actual time

america server currently matches with central time, so if someone ever says something like "XYZ starts at 6pm server time", it will start at 6pm central time for america server

[sullen idol]

Now see, if everyone here knew that and could explain that, it would make it easier. So server time for me is US central time. Everything will be an hour later than what the actual clock in the game says. Thank you for letting me know that.

[woven hemlock]

yes, correct. the devs are aware of the discrepancy due to daylight savings, and are looking into a solution, but for now, we will need to spread the information through word of mouth to add an extra hour. everyone here is also a player like yourself, so we all simply try our best

[narrow oasis]

Hi there! I'm not sure where to ask, or if I have to contact support I honestly don't know how. I'm trying to get the GAMG Membership and the Modular Streets Festival pack, but it won't let me. It makes the sound when I click on it, but it won't give me the pop-up to buy them. Is this a bug, or is it only a problem for me? I tried restarting and everything, but still can't. :/

[fringe scarab]

I was almost finish the survey, but when I got to the captcha, I can't see it.

[woven hemlock]

try clicking the square here

[fringe scarab]

I did but verity failed.

[woven hemlock]

do you play on steam, taptap, or mobile?

[narrow oasis]

On Steam

[fringe scarab]

Verifying failed.

I can't finish the survey:( There is nothing I can do.

[woven hemlock]

hmmm, can you try turning your wifi off for a few seconds and then on, to force the game to reconnect?

[woven hemlock]

Help! I can’t make shop purchases from Steam!

Check in Steam settings and make sure to enable Steam Overlay to make shop purchases.

[fringe scarab]

I might shut the game down and start all over.

Nothing is working.

[narrow oasis]

That worked! Omg, I feel so dumb xD Thank you so much!

[fossil nacelle]

install from steam and this pop up, ive contact cs, they say thyll fix it but still like this

[ebon quail]

I threw the cube toy and it went through my flooring. The pupper couldn't retrieve it. I removed flooring to get it but it no longer exists.

[woven hemlock]

If you switch town and reset your position back to the front of your house s, it should reappear in your inventory

[woven hemlock]

Can you try going on steam and clicking “verify integrity of game files” and see if that helps?

[fossil nacelle]

yes i tried but still like that

[woven hemlock]

Did you have any adblock/firewall programs that popped up saying they removed a file when you tried installing the game?

[fossil nacelle]

only extension in chrome

[fossil nacelle]

ive tried turn off my antivirus but still the same

[woven hemlock]

After turning off antivirus, did you try uninstalling and then reinstalling the game?

Other thing you can try is running the game as an administrator

[fossil nacelle]

yea i did

[fossil nacelle]

yes i did that too

but still the same, and also ive tried diffrent storage but still the same

[woven hemlock]

Oh no 😔 When did you reach out to Heartopia? You might need to wait for them to resolve it

[fossil nacelle]

reach out?, like first time playing it or having this problem?

[severe heath]

Hello I have a question

Can someone explain

Why dose it say my teams build for the beaver cup not eligible for the exhibition stage

Why? What does that mean 😢

[woven hemlock]

When did you contact customer support?

[woven hemlock]

It means that either your build hasn’t scored enough points, or that you don’t have enough of the event currency to build it at the end of the creation phase

[severe heath]

How do I fix it???

[woven hemlock]

If it’s the build score, then you just need to add more to your build

If it’s the currency, then you can sell items to the event island terminal to trade for event currency. When you click on your event island terminal, one of the icons should look like a shopping basket. Sell items listed in that screen to the island terminal to get more event currency.

@severe heath

[fossil nacelle]

like a while ago, i didnt remember but it should be a month ago ig

[woven hemlock]

Your team currently has 52138 currency, but your build requires 60351 currency in order to be built

[woven hemlock]

Do you have any software updates for your device that you haven’t installed yet?

[severe heath]

Ok thank you so much 😊

I will check for updates also

[woven hemlock]

No need to check for updates, that was a message for someone else

[fossil nacelle]

Ive checked my windows update and other software, didnt find any

[woven hemlock]

i'd rec opening another ticket with customer support so that they can help you

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.

[night orbit]

Why its not loading?

[foggy wraith]

Can you try use mobile data instead?

[night orbit]

Yup am using mobile data and i have connection for other apps but game isnt loading

[foggy wraith]

How about vpn?

[night orbit]

Lemme try

Still nah its only loading till 39%

[fickle yoke]

Anyone have problem with the beaver challenge??

All the gate,theme park n balcony gone by itself

[somber hazel]

did someone leave or destroy it?

[fickle yoke]

Nope...out of sudden became like this...we all also confuse what happen

[somber hazel]

report to support

[fickle yoke]

Thank you crab patty for the info

[heady cipher]

Hi im not sure if this is something i can ask here, but i did a recharge for the red hearts, i was charged on my bank record but there was no red hearts added to my account

Roughly how long would they process my customer support ticket?

[foggy wraith]

It depends
Make sure you check your ticket record from time to time
Because you wont be notified if they responded

[heady cipher]

Ahh alright, thank you!

[foggy wraith]

at the meantime

Maybe you can try checking this

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

[heady cipher]

Thank you so much, I'll keep checking while i restart my game

[foggy wraith]

Do you know where to see your ticket record?

[heady cipher]

Yep yep, had a bug in game and was doing some reporting about that, so pretty familiar with checking!!

[foggy wraith]

Okie
I hope customer support able to resolve your issue

[safe olive]

Hi, I have a serious problem with my game. For whatever reason ALL my blue prints were deleted. I did not do this and no one else did this on my behalf either. I also did not break any rules whatsoever. Please help me resolve this issue.

[foggy wraith]

Hello, you may contact in game support regarding this issue

[umbral tree]

hello i have a problem when i wanna buy a festival pack it take me to this page and i wanna pay through my steam wallet if anyone have a solution for me i will be grateful (i already have my steam linked and overlay)

[foggy wraith]

I dont think we have a choice to buy using steam wallet…
I also linked my game to steam but steam never appears as a payment method before😕

I’ve seen players asking about this as well
And some repaired game and it doesnt work

Some contacted customer support, they asked to buy directly from website

[umbral tree]

my friends pay through stem that page never pop up to them only a stem page to agree to pay

[foggy wraith]

Have you tried starting the game directly from steam app?

Not from taskbar

[runic blade]

Yeah we can, mine popped up steam wallet. We will wait for fallingwish if other tips dont work

[foggy wraith]

@umbral tree let me know if you tried this already

[umbral tree]

yes i did almost all the time

[foggy wraith]

hmm so i personally tried launching my game directly in steam, and it worked for me..
-# (smh all this while i didnt know we can use steam wallet for purchase )

[foggy wraith]

when you pressed play in steam, do you have that steam popup at the bottom right of your screen when the game loads?

eh

lmao so fast

[slate lantern]

ya it showed up when i was checking haha xd

[foggy wraith]

[umbral tree]

yes

i hope this is not true but do you think maybe some regions have restricted access ? I'm in the middle east

[foggy wraith]

hmm.. that might be the reason but i'm not 100% sure as well
did you open a ticket to customer support already?

[umbral tree]

how do i do that 🫣

[umbral tree]

is it the same as this?

[foggy wraith]

yess! you can try to check with them whether the issue is because of your region or something

make sure you check your ticket record from time to time, because you wont be notified if they respond ^~^

i pray for you that's not the issue ^~^

[umbral tree]

thank you so much and i really appreciate you for taking the time to help me

[foggy wraith]

no worries at all, im sorry we cant figure out the exact issue :/
our dearest technical helper, fallingwish, is currently offline x: if she's around, she might have solution

[livid fossil]

Hello, I need to cancel my Heartopia VIP subscription.

UID: [t897ane]
Payment platform: [direct card]
Reason: I don't want to renew the subscription
I await confirmation of the cancellation.

Thank you for your support!

[graceful marsh]

Hello, english only here

[copper prairie]

Hello, my friend has a problem.

She’s using a tab and every time she tries to get into the game it always says “Matching town”.

And then, after a while it says “Reconnection timed out. Try again”

She’s using a tab. Can anyone help us out?

[white warren]

Por favor, aceda a esta discussão : https://discord.com/channels/1128257488375005215/1405744857364041830

Aqui, só se pode falar inglês.

[foggy wraith]

hello~ can you ask her to try these below methods?

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

[copper prairie]

Thank you, we’ll try it out

[foggy wraith]

-# omg u know portugese too?! envyy

[white warren]

No, haha, I only speak French and English. I use the translator to help others.

I usually prefer to check with my colleagues to avoid translation errors, but they're busy

[foggy wraith]

ohh!! would be so cool if we can learn multiple languages

but.. learning languages are hard

[white warren]

My brain isn't quick enough to learn multiple languages

[foggy wraith]

its okay same, i always wanna learn korean butttttt noooooooo

[white warren]

XD

[teal ledge]

You can tag me

[foggy wraith]

may i know which translator app do you use?
honestly sometimes i want to try replying people when they use different language here, but i sometimes dont trust the translate because i scare it will translate wrongly
-# i use google translate and sometime it failed me

[white warren]

Ahhh LXXX🩷 🩷

I thought about it, but I saw you were offline, hehe. It wasn't a difficult question. Thanks so much.

[white warren]

DeepL , but it isn't always 100% effective with more complex languages.
If you're unsure, it's best to let us know so we can redirect them correctly 🩷

[foggy wraith]

ooo!! okay noted on that

thanks Daly!!

[white warren]

Once you've downloaded the app, it will automatically be added to the translation feature on your phone—which is pretty handy.

[foggy wraith]

wahh, ok i go download now

[white warren]

You can also translate images right in the app—I love it

I'm going to stop talking about it now—I feel like I'm promoting it.😭😭🩷

[foggy wraith]

no you're not, you're teaching me how to use!

[white warren]

[foggy wraith]

this is on phone right?

[white warren]

Yup

[foggy wraith]

i didnt know we can straight translate from discord itself

[white warren]

I dont know for PC

well, come in dm

[foggy wraith]

got it

[primal steeple]

[fossil nacelle]

so i will get notify if they find solution?, bcs i see the last time it says resolved

so it means i have to wait more?

[livid fossil]

Hello, I need to cancel my Heartopia VIP subscription.

UID: [t897ane]
Payment platform: [direct card]
Reason: I don't want to renew the subscription
I await confirmation of the cancellation.

Thank you for your support!

[graceful marsh]

I see that you don't have any subscription active. I can't see any expiration date under the membership.

[livid fossil]

It will inspire in 24 hours.

[graceful marsh]

That just rewards that they offered you within 24 hours. It's not a subscription.

[elder jay]

You dont have active subscription. It's a marketing trick to tempt you to extend your membership.

Its like saying "hey, you can get these rewards if you extend your subscription. These rewards will disappear if you dont extend your membership in 24 hours. Are you sure you wanna miss these rewards?"

Something like that.

[mossy ether]

hi so i can’t finish the quest and it not appear and it won’t let me to repair

[livid fossil]

I don't want to subscribe anymore; I was wondering if they will automatically deduct the amount I've been paying for since I've been subscribed.

[elder jay]

no, nothing will be deducted in 24hrs. you can just leave it as it is.

[livid fossil]

Ok

[livid fossil]

Thank you for clearing up my doubt.

Is it not possible to cancel?

[elder jay]

Anytime

[foggy wraith]

It is not a subscription
It is one time payment
So you don’t need to cancel anything
You can just ignore it
As long as you don’t manually purchase it

[graceful marsh]

you can just ignore that, it wont take any of your payment

[livid fossil]

I understand, sorry.

[foggy wraith]

No worries

Don’t be sorry!

[placid basin]

FIX PC LAG!
Right click Heartopia in your Steam library list and go to Properties.
When the window opens you should already be on the General Tab.
Look for 'Launch Options' and you'll see a text box to apply a command string.
Copy and Paste this: -dx11 -nojoy -high
Close this window and then run Heartopia!

-dx11: runs the game at a lower graphics API instead of the default dx12. No, your graphics will not look bad doing this. This also fixes if your game continues to crash and this option is best for PCs with older graphics cards released before 2018. ( Example: Nvidia GTX 10-series or older ) If you have a newer graphics card, DO NOT use this command prompt.
-nojoy: because the game was made for mobile, there is Steam Controller interference even when disabling the Steam Controller in the Steam settings. So every time you move your mouse, the lag hits HARD! -nojoy shuts down the system's background scanning for joysticks or game controllers. Disabling this background process frees up minor CPU overhead.
-high: this just puts Heartopia at the top of the CPU's to-do list.

Let me know if this helped anyone optimize their PC gaming for a smoother time in Heartopia! I know it helped me a TON!

[thin grotto]

Hii.
This bird has been on my house for two days now. The bird scanner says it doesn't exists

[woven hemlock]

Can you check your backpack and warehouse for any unlearned recipes?

[mossy ether]

it already fix just figured it out and thank you!

[woven hemlock]

The ticket has been moved to the resolved section because it is inactive, not because the situation has actually been fixed for you.

If you are still having the same issue as what you reported before, it’s best to open a new ticket and let them know so that they can help you. Make sure to check back on the ticket frequently — if you don’t respond to them within a few days, they will automatically close the ticket again

[woven hemlock]

Were you playing from steam in this screenshot? It won’t allow you to pay using the Steam wallet if you’re on a different launcher, eg if you’re playing on mobile

[umbral tree]

i only play on steam

[placid basin]

Hey @umbral tree I had this problem two days ago, i think i can help you out.
Is your steam overlay on?

[umbral tree]

yes it is

[night orbit]

Hello i deleted game and downloaded it again i forgot my account was apple or fb or google.can anyone give me a solution for find my acc?

[woven hemlock]

Hmm, not sure what the issue is then, if you already have steam overlay turned on. I don’t have the game on Steam myself, so I’m not sure what the interface is supposed to look like when paying through Steam wallet. Do you have enough funds in your Steam wallet?

[placid basin]

Does your download region on steam match the server region you are playing on in Heartopia?

[woven hemlock]

You’ll need to try each of them and see which one has an active Heartopia account attached

[placid basin]

did you get an email by chance when you first signed up? could look through emails to figure out which one you used.

[night orbit]

I tried all

[woven hemlock]

And none of them had an account attached?

[placid basin]

if you are trying to play on a different region server than last time, you will have to start over from scratch.

[night orbit]

Yes☹️

[night orbit]

I played global so i choose global

[placid basin]

@umbral tree I change my download region to the netherlands when downloading new games. I did this and never changed it back and I play on American servers. So when I tried to purchase, the two different regions wouldnt allow the steam store to open when trying to get the Acorn Member pass. Once I made sure my region on steam matched my region on heartopia, it worked.

[placid basin]

Is it possible to play the game without attaching/linking an account? maybe you did that?

[woven hemlock]

Do you have an alternate Google/etc that you might have used? Heartopia makes it impossible to confirm which login was used when you’re in the game itself, and sometimes it uses a different login than the one we think it’s using

[woven hemlock]

It’s impossible to play the game without selecting a login method, but sometimes the game automatically picks one for you (eg if on iPhone/iPad mobile, it will try to automatically use Apple as the login method)

[placid basin]

Im on Steam so I had zero clue lol.

[woven hemlock]

It probably automatically picked Steam as your login method haha

[placid basin]

and that makes complete sense as all my games to that

[woven hemlock]

Yes, but makes it difficult when people get logged out and aren’t sure what they were using before

[night orbit]

I logged from apple too but its also giving me a new account

As to my memory i logged from my apple acc when i starting game

[woven hemlock]

Did you happen to switch devices since then / is it possible you’re currently using a different Apple account than before on your current device?

[night orbit]

Nah am not its same

[umbral tree]

i will try that

[woven hemlock]

Can you try logging in using Apple again and then selecting the globe icon next to the start screen to see if there are any existing accounts on the other servers?

[placid basin]

go through the tutorial until you can get to the settings menu. go to account and then log out from there.
it's possible the uninstall, re-set the game and started you on a new profile

[woven hemlock]

If you know what your old UID is, you can also send it to Heartopia’s customer service and ask them to help you see what was being used for the login method previously

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]

Player profiles are saved to Heartopia’s servers, not locally, so they shouldn’t reset even if you uninstall. It’s usually an issue with either the wrong login method or the wrong server

[placid basin]

and finally @night orbit ; it's quite possible that you in-fact played on an unlinked guest account as google is telling me this is quite possible
idk, i went to google for this one and youve tried everything it suggested

[woven hemlock]

Like I said, that isn’t possible on Heartopia

[placid basin]

there is a gust icon you can click to surpass the linking

[woven hemlock]

Can you show?

[placid basin]

lol no because i can't get it on my phone >.<
supposedly there's a transparent guest log-in button off to the side

I see others having this issue on reddit a few months ago and it's unclear if support ever reached back out to them unfortunately

[night orbit]

Cant i do it with discord?

[placid basin]

there isnt a support like that on discord

[night orbit]

I tried from all accs i hve:\

[placid basin]

what @woven hemlock said about using the in game support options to submit a ticket, and if you have your old account# by chance, they might be able to help you recover it.

Usually when you make an account anywhere with your email address, you will get an email. you could easily type 'heartopia' into your apple email box and your google email box to see if you received anything. this should tell you how you made your account

[umbral tree]

sorry to bother you but do u have a way to change the region without vpn ?

[placid basin]

on steam? sure do!
it's under steam settings, downloads tab, at the top you'll see 'Download Region' to the right of that a drop down bar to select a region. if you are USA, make sure it's a region within the USA. Same for all other countries.

restart heartopia and you should be good to go

[umbral tree]

do i chose the closest city of usa to my country or it doesn't matter ?

[placid basin]

That is what I did.

[mellow oar]

게임에서 계속 오류가 발생했고, 방금 참여한 이벤트에서 퇴장당했습니다 T^T :c

[woven hemlock]

whoever you read this from might be confusing the button to bind accounts, since it looks like a person silhouette, I’ve never seen a guest login method in Heartopia

[placid basin]

ahhh that makes total sense - you're a genious

[woven hemlock]

(구글 번역 사용) 아, 이런 일이 전에도 몇몇 분들에게 발생한 걸 봤는데, 확실한 해결책은 없는 것 같아요. 와이파이/네트워크 연결을 껐다가 다시 켜서 게임이 강제로 재접속되도록 해보시겠어요? 게임 최적화가 잘 안 되어 있어서 연결이 자주 끊기는데, 이건 네트워크 문제가 아니라 게임 자체의 문제인 것 같아요.

혹시 모르니 고객 지원팀에 문의해 보시는 것도 좋을 것 같아요. 그쪽에서도 해결책을 제시해 줄 수도 있거든요.

(참고로, 이 채널은 영어로만 운영됩니다.)

============

(using Google translate) oh no, I've seen this happen to a few people before, but I don't think there's a consistent fix for it. can you try switching your wifi/network connection off and on to force the game to reconnect? the game isn't optimized well, so it often drops the connection, which is a problem with the game and not with the strength of your network.

you can also report this to their customer support in case they have any suggestions for you as well

(by the way, this channel is English-only)

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.

[umbral tree]

@placid basin btw thank you for your time and i really appreciate the help form you and everyone in here

[placid basin]

Were you able to resolve the issue?

[umbral tree]

no 🌞 but i think its for the beast so i don't waste my money 🫣 again thank you so much

[short temple]

Hi guys im on PC and all im getting is "failed to recieve resource pack" any ideas?

[zenith tide]

Need help. For some reason my pfp broke and it's not showing anything. I tried changing it with another photo and it's still not working.

The same thing happened with my avatar pics

[uncut cove]

I want to sync another log in method on my account. I am currently using steam and I want to add Gmail as a log in option, but when I do the process it does not sync at all. No binding is happening.

[placid basin]

A lot of other players in general chat are having the same issue. Hopefully it will be fixed soon.

[uncut cove]

Ah its a known issue then. I am planning to reformat my PC, do you know if steam login is reliable to retrieve my data?

[placid basin]

If you started to play off your steam account, and then use the same one when returning to play after reformatting your PC, then yes, you'll be able to retrieve your data.

[uncut cove]

I figured out my problem. It was a browser settings error. I had to turn off my adblockers and allow local network access and it works now!
Edit - forgot to thank Kuwala!!

[smoky ore]

need help :<
why are all my photo frames not working? i tried saving multiple times with both new and old photos but they still appear blank 😭 anyone else experiencing this?

[royal charm]

😭

Admins helppppp

[pastel hill]

my friends pfp are like this, idk why but it's making me itch, I have this phobia of cracks, sucks

[zenith tide]

Tried checking on pc and issue is still the same

[somber hazel]

seems like many people are facing this issue , you can report to support for now

@zenith tide @pastel hill @royal charm @smoky ore

[zenith tide]

Already did

[somber hazel]

then we just have to wait now

[worn vector]

I'm having the same issue with the pictures I've reached out to customer support as well

[woven hemlock]

Was also experiencing a lot of lag/glitch when trying to read a book just now, most likely just a blip with the game’s connection/display

[woven hemlock]

Can you try clicking ‘repairs’ from the start screen? If that doesn’t work, can try the network troubleshooting below as well:

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

[long parcel]

I don't know if this is a bug or not, but I just tried to place the chess piece on the board which is technically a rug and well it wouldn't be placed, with the way its named I assumed it was like a little game you can play with your friends and have them move the pieces around.

[woven hemlock]

Can only be placed on the actual ground, not floor tiles

[thick drum]

I cant feed my cat. I have changed positions, and new towns and still doesn't shoe the buttons to feed

[slate lantern]

ohh did u try going to build mode then exit?

[thick drum]

No let me try that

[slate lantern]

i prayy

[woven hemlock]

when you switched to a new town, did it reset you to the front of your house?

[quasi arrow]

any help, wanna asked why my friend cannot interact with Maltese pups???

[sand snow]

Hi, I'm having trouble getting the friend interaction emote in the "Duo of Happiness" event. When I interact with my friend, it doesn't register in the event's progress, so it's not advancing. Has anyone else experienced this?

[woven hemlock]

have you already interacted today? it only counts one interaction per day

[brave nimbus]

I have a question about the build event going on right now. Assuming you don't win, have they said what will happen to the build that everyone on your team worked on? My team is in love with our build and we'd hate for all our hard work to just disappear.

[woven hemlock]

#announcement message

[sand snow]

No, in fact it has been happening to us since yesterday, as it also did not register the event when we interacted.

[woven hemlock]

you can record a video to show that it isn't registering the interaction, and send it to customer support. you can send it here if you want the community to take a look too. sometimes it helps to just get another pair of eyes on something, maybe someone will recognize a step we're missing

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.

[sand snow]

TYSM I'll try to submit a ticket.

[past ice]

Hi, I would like to report an issue regarding my recent transaction. The payment was successfully deducted/processed from my account, however, the purchased item/service has not yet been reflected on my account.

[woven hemlock]

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

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

• try switching towns or 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.

[past ice]

I already tried switching towns, reconnecting, and rebooting the game, but the purchase still hasn’t reflected.

The payment has already been deducted from my bank account. I also have a screenshot as proof.

I only play on one server and use one ID.

I only use one device for Hato.

I am still experiencing the same issue.

I already contacted Customer Service, but upon checking the Feedback Record, there is no existing ticket or issue listed.

[woven hemlock]

did you contact customer service from the loading screen or the start screen, or in game?

@past ice

[past ice]

loading screen

[woven hemlock]

if you submitted the support ticket through the loading screen, you'll need to go there again to access it. the support center in the loading screen is separate from the one in the start screen and in-game

[past ice]

Got it! Thanks

[sharp sedge]

Hello! I need help with the survey! It's giving me a technical glitch where I can't complete the captcha!

Can anyone help me?

I can send a screenshot too!

[foggy wraith]

Hello~ i noticed there’s many people having this issue

You may try to contact customer support for assistance

[sharp sedge]

Thank you!

I just sent support the ticket!

[foggy wraith]

remember to check your ticket record from time to time~ u wont be notified when they respond

[sharp sedge]

Thanks for letting me know!

[shy valley]

Does anyone know what has been updated in the EULA? When I open it, it says last updated 2026.1.1 and contains no new information.

[waxen summit]

Not sure if this is on its place here, but I've had this multiple times: when I buy something at Bob's store, the color changes as soon as it enters my inventory. So for example i see a white lamp, when I buy it it's black. Or it turns pink. Is this known?

[stark jewel]

elo

[desert snow]

shes so ghappy about her 5 star pix

woah thats a super pretty all white w kiss of orange corgi butt

[runic blade]

Aww cute!! You can share these in #heartopia-only

[desert snow]

i dont even know how i got to this page T.T

[plush totem]

Has anyone came across the new build oven and not been to put it up just come up insufficient load

[pine crane]

I think the cooking in general is broken right now

[foggy wraith]

you have to remove some items in order to put the stove

the stove has high load counts

[ember kernel]

Does anybody know why this doesn't seem to be counting. I've done it countless times now

[graceful marsh]

Did you participate the event when the npc call you?

You need to join an event that the NPC host one, not yourself.

[ember kernel]

Ooooooooh

[shadow ivy]

Welcome @lucid ruin to Member!

[foggy wraith]

[regal pasture]

Hiii, I have a problem, when I open the game, it just close at few seconds, I tried to reinstall, repair, my graphic is ok and before the last actualization all was good, can someone help me?

and when I accept the privacy politics, is when the game kick me out the game

[small brook]

i don't know if this is a place i can post this but : is my door supposed to be doing this? its been like this for the last 10 or more mins

never mind i fixed it but i don't know if anyone else is having problems like this

[toxic wing]

Having an issue where my game constantly crashes after loading to 70%

[proven fractal]

Will there be a point during the beaver build challenge where we will be able to insert fish into tanks and food into display cases?

[muted hemlock]

Help please 😭 screens just stuck like this. I've exited and restarted 😓

[trail aurora]

@tender basin

[woven hemlock]

Can you try clicking ‘repairs’ on the start screen and see if that helps?

[woven hemlock]

Most likely no, based on the faq they posted in #announcement , but you can ask customer support for confirmation

[woven hemlock]

Can you check to see if your device has sufficient storage space? If you are playing on PC, the space needs to be on the C drive — the game passes information through the drive, even if you don’t have the game installed there

I’d also recommend having twice as much free space available on your device than what is required by the game, to ensure a smoother gameplay

[woven hemlock]

Common visual glitch

[hallow girder]

i cant load my blueprints anymore? because i dont have the materials? how is that possible?

[small brook]

oh okay

[woven hemlock]

@white warren mr beast is here again

[lament socket]

Hi! I recently upgraded my cpu and keyboard and now my data is missing? I logged in with my steam account so I'm not sure what is going on? every other game seems to be fine

[slim kayak]

anyone got tips on having a better fps? I have it set for @144 hz but my fps only goes for like 40-55. Most of my graphics are either on high and ultra

[woven hemlock]

Can try this:

[woven hemlock]

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

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

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

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

Help! I need to contact customer support!

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

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

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

[solemn grove]

hi! so I think there is a bug going on where I can't summon any vehicle I have. I kept checking on the ping and my internet connection and they're not the problem. I tried to relocate myself, did not work. So I tried turning the game off and on again, still doesn't work

[graceful marsh]

Have you tried repairing the game?

[solemn grove]

how, specifically?

[floral cloak]

Hello, I bought few diamonds just now and I didn't receive any.

[solemn grove]

I see, I'm trying it right now. Thank you!

[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

[south summit]

HI I've bought all the recipes for the easter egg but i couldnt find the green egg. Can you help me?

[south summit]

Thank you so much

[unreal sedge]

Heyyy, If this quest is not finished yet, I wonder how to complete it? Or is this some an error?

[graceful marsh]

This quest is bugged, unfortunately

Waiting for them to fix it

@slate lantern work work work

[timid crane]

hi, i can't seem to open heartopia today. it just keeps saying matching town and just stays like that. is there a maintenance?

[graceful marsh]

There's no maintenance so far

Can you try clicking ‘repairs’ from the start screen? If that doesn’t work, can try the network troubleshooting below as well:

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

[timid crane]

thank you! @graceful marsh

[clever agate]

My friend is having some issues linking her account with google and facebook. So she installed it through steam on her computer and then I mentioned to her that she can play on her phone aswell so she tried linking her account to google and facebook and when she tried to login her phone it doesn’t work and says its not linked when she goes bk to check her account on the computer.

[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 + 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

[unreal sedge]

Ohh thank you!

[woven hemlock]

is your friend being directed to a website to connect the login, but then when she goes back to heartopia, it acts like nothing was connected?

[clever agate]

Yes exactly

[woven hemlock]

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

⭐ Check your browser to see if your location is turned on + your browser has local network access + if you have popups enabled! (Also check your adblock to make sure it didn’t block the pop up.)

NOTE: If you are using Brave, you'll need to click the shield icon! The browser flags the pop up and doesn't let it show up at all

You can also try setting a different browser as default — Google Chrome or Opera seems to have worked for a lot of people

[clever agate]

Thanks so much @woven hemlock i’ll send this to her and see if this helps if anything i’ll tell her to come back here !

[rain horizon]

Hello, I'm Korean. I don't see the large fluorescent tree. Does anyone know?

[slate lantern]

this one? #1436390925948424355

[rain horizon]

Big tree. It's fluorescent stone.

[graceful marsh]

Follow this

[rain horizon]

It's in front of number 6, but I can't see it.

[graceful marsh]

Teleport to another bus stop and comeback again

[rain horizon]

Even if I recreate the ID, it's not visible at all.

[graceful marsh]

Or just try to walk away from it and comeback

Wait nvm

[graceful marsh]

Have you finished the quest for getting them?

[graceful marsh]

You cannot see it because you need to finish a certain quest to unlock them first.

I see that your quest is still asking to "place a bed" in your house, which is still far away from unlocking the stones and the tree.

[slate lantern]

also we have a hangugeo channel you can check it out in #language

[violet sierra]

Does anyone know anything about pets hanging out under floors? At the entrance to my plot there’s a low staircase, and my pets usually stay underneath there in the subfloor...

[graceful marsh]

It's a common bug

Waiting for the devs to fix it

[violet sierra]

ty ^^

[pine geyser]

Yeahh my dog loves getting stuck in my staircase

[violet sierra]

Yes!!!! it’s frustrating

[dusk coyote]

Hello! I have a question. I want to donate into the game, but there is a problem. I linked my account to Steam. Actually, I play from a PC. And when I click on the purchase button, I just have nothing, and nothing works. And when I tried to connect my account with Google, the game didn't respond to that either, and nothing changed for me :(

[tender drift]

I buy the weekly pack but it did not reflect on my account but deduct on my balance. Where to complain?????

[fervent bluff]

Anyone know why I can't do research it is showing me everything but won't let me scroll down to pay?

it lets me scroll to see what I can research but not let me scroll to pay for what I want to research.

[graceful marsh]

There are 3 machines in the lab
On the left side is for research
In the middle is for upgrade the console
On the right is the store where you buy the item that you have research

[white warren]

Please make sure your default browser does not have any ad blockers enabled.

[white warren]

Unfortunately the discord team cannot support billing problems.
You will have to contact the in-game support center directly.🩷

Go to Settings in game > Account Management > Support Center > Contact Customer Services

[dusk coyote]

I don't have ad blocking. It said that the Google account authorization was successful, but when I entered the game, nothing changed

[white warren]

Please can you check / try the following points:

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

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

• You can also try other Internet browsers such as:

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

Let me know if the problem is solved

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

[dusk coyote]

Okay, thanks!!!

[old zinc]

is it possible to use one phonograph to play music, and then interact with a second phonograph to record the music that's playing, plus whatever live instrument as well?

basically multi-track recording. example, first record piano track, then playback piano and record drums. then playback piano+drums, and record violin. etc

[fervent bluff]

ty for the reply I relogged and it was fine, it was working fine.

[high wasp]

How do I know if I am on an American server

[crimson cargo]

You can check here

[high wasp]

Thx

[strange shell]

my cat is stuck on my head and the "set down cat" button is not working. is there anything I can do to get it off or do i just need to relog

[runic blade]

When pressing set down cat, are you at home? If it won't work, you can try entering build mode and exiting. If that tip doesn't work, change town using the windmill at Main Menu

[coarse yacht]

No, this is impossible

[strange shell]

so i actually just figured out my problem. when you hit the paw button and that lil pop up comes up that says "set down cat" you have to press that. Its not just a button label. I feel so dumb not realizing that was a button

[dusk coyote]

So, interesting thing. The donation option came through Steam after I donated through the website lmao

[white warren]

Oh? This is weiiiird ! Thank you for the update 🩷

https://tenor.com/view/spongebob-patrick-star-noted-notes-gif-17474838830648097856

[ionic basin]

can't adopt the doggy I want

[hushed ermine]

Can we play when the Flash update is going on?

[plush totem]

No everything is disappearing

[shell heart]

what time is the update

[plush totem]

Hi no yvee is right I had to get rid the whole shop for space

[zealous kraken]

I haven't played in a bit, I relogged in today, and now my entire account is restarted/gone

[somber hazel]

did you login using same email and server?

[zenith patrol]

Why does this keep happening even though I've relogged over and over? Is it currently under maintenance?

[somber hazel]

it’s undergoing hot fix so it might be buggy

[swift crag]

Mine was doing the same thing

[zenith patrol]

Oh Thanks for the info. Not a good time to cook lol

[zinc drift]

Does anyone know when the update will be happening for U.S. eastern standard time?

[woven hemlock]

#patch-notes message
the times listed in this post are automatically translated to your local time

[zinc drift]

@woven hemlock thank you so much!

[fossil kayak]

Almost my entire beaver challenge build has disappeared...anyone have any issues like that?

Plus our points

[zealous kraken]

Yes, I fixed it though, I logged out then logged back in

[pearl shuttle]

someone help i really don't want this cat and i have one i want in shop now

is it possible to get rid of it somehow?

[pearl pendant]

How can I complete this task?

[runic blade]

Set sail you can go see Naughty or wait till tomorrow.
Alu treasure- near capybaras, see photo

The clipart, you need to draw any furnitures on the easel board and then craft it and place it from the workbench

[fierce cliff]

Are phonographs being restricted from playing any CDs made by players in the Build Challenge?

[foggy wraith]

Yes

[fallen summit]

what to do if my team beaver cup build got parts deleted after the flash update?

couldn't have been my teammate because we are only two

[brave shore]

Girlll us too!! Majority of our builds got deleted after the flash update! 😢

[white warren]

Can you try to restart the game and repair the files please

@brave shore too

[fallen summit]

hi, i'm her teammate and i tried to verify the files and restart the game and it didn't work

[foggy wraith]

how about repairing?

doesnt work too?

[white warren]

If that doesn't work, could you please contact the support center directly and explain the situation to them in detail?

Unfortunately, we can't look into this here.
I'd also be curious to know if you get a response.

[brave shore]

How does it work? And how did our sprouts decrease from 70k town to 40k team currency, the load too decreased in the game and the build rating decreased.

I also reached out

[white warren]

Please wait for an answer, They are the ones with the necessary access and expertise to investigate the issue and determine whether it is a bug or not.
You will receive a response as soon as they can.

The team here doesn't have access

Your friend can also open a ticket

So the team can know that this is not an indiviual issue

[fallen summit]

already did it😁

[white warren]

Perfect, im sorry for your situation and I hope things get sorted out quickly for you.

[brave shore]

Thank you for trying to help. We appreciate it. I wonder how I can keep track of the ticket? Just save the ref number?

[white warren]

You can come back here to view your current tickets and the answers.

You can also tag me here if you get an answer; this might help other players if you're not the only one.

[fossil kayak]

Omg nooo! What the what is happening!?

[fossil kayak]

Ours too

[fallen summit]

try sending a ticket, maybe it's going to make them understand it's not a one team problem.

[fossil kayak]

Yes we both did with before and after pics.. so glad I took ss for for my bestie this morning

[dense bough]

Hiii guys,

I’m having trouble understanding how I can craft building materials that I already have unlocked, but apparently I still don’t?

Idk LOL I’m so confused. I’m building a new house on a different blueprint and I can’t place it down because I don’t have these materials “unlocked”

[south sparrow]

I didn’t get me pink hearts after purchasing them, so I reported it to Apple. Now I’m in the negatives for hearts. How do I reach out to someone about it?

[weary fulcrum]

dress and shoes arent loading properly? they're customs

[elder jay]

can you elaborate the chronology pls. and do you happen to have screenshots of the case? the payment evidence, the red hearts, the kind of report you made to Apple?

am not asking you to send the evidence here, but you better have those evidences for bare minimum when making reports to hato CS.

[woven hemlock]

Try switching towns in case its a temporary glitch, otherwise try going back to the start screen and clicking ‘repairs’ in case its a matter of corrupt files. If that doesn’t fix it, might 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]

Unfortunately customer support is the only one who can help resolve billing issues, especially if you already requested a refund through Apple

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 don’t need to craft the items on this page, it will automatically be crafted for you when you apply the blueprint

The message at the bottom is a generic warning, not specifically for this build

[woven hemlock]

If you have reached a high enough cat level and cat hobby level to go out with your cat and take it to joann’s, you can board it (like sending it on vacation), but there’s no way to get rid of a pet permanently

[topaz aurora]

am i the only one whose shadows are bugging out again after the flash update? idk how to turn it off, but it's seriously bad enough to trigger epilepsy

[knotty shard]

I was trying to build a porch and using the view thing to place my house back but no matter how i turn it it doesnt fit?? How is that possible...

I removed everything from the lot that i built and just tried getting my house back but it still wont let me

[foggy wraith]

Do you have windows on that side?

[knotty shard]

I think yeah, maybe the one that sticks out? I'll try removing it in edit

[foggy wraith]

Yep.. windows will affect

You can try removing the windows and place your house again ^^

See if it works

[knotty shard]

Thank you it worked

[woven hemlock]

has been happening since the game released unfortunately. Can get a video and report it to their support center to let them know it’s happening still, I’m not sure what triggers it. When it happened to me, switching towns and clicking ‘repairs’ didn’t seem to work, but you can try too and see if it works for you

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.

[indigo creek]

I cant enter with both data and wifi. I tried refreshing and not work. Is it maintenance now?

[graceful marsh]

Can you try clicking ‘repairs’ from the start screen? If that doesn’t work, can try the network troubleshooting below as well:

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

[indigo creek]

Tysm i’ll try all of these

[glacial cove]

How do you claim a gifted festival pack ? i gifted a festival pack on a friend and she said she cant claim the rewards, i saw the gift animation that she received the gift

[graceful marsh]

Did she check her inventory?

[glacial cove]

what to find ? the gift wrapped ?

[graceful marsh]

No, the festival pack

Once you open it, the festival pack will be in the inventory. Way under the ingredients (on the bottom)

[glacial cove]

Thanks this helps a lot , she found it now

[graceful marsh]

Nice! Yw

[graceful marsh]

@slate lantern off topic too pls

[mighty garnet]

Hello,
Since the latest update, I can no longer see which furniture items I already own. When I go to Bob’s shop, no matter which item I buy, it always shows 0 even though I know I already have it. Same thing with Annie’s shop as well...

[graceful marsh]

Have you tried repairing your game?

[graceful marsh]

Also is the item you own already placed at your house?

[blissful raft]

Hi,
I have quite a negative experience with the collaborative building event. My work keeps getting removed and redone by a specific person. I no longer wish to be part of the group. I feel quite irritated, angry and sad. This should have been a fun collaboration event.

How do I remove myself from the group event?

[graceful marsh]

The beaver challenge building phase has less than 7 days left (before the judging phase arrives). Are you sure if you wanna leave the team?
Once you leave the team, you won't be able to join a team or even create a team.

[blissful raft]

Thanks for checking in 🙏🌸 I seem to be allowed to create a team still. I’ve made a private team and will see if I make the deadline. Otherwise it will just be a chill solo experience where my work isn’t constantly removed without communication.

[silver dome]

am trying to bind my google account but nothing is happening :P

i usually play on a pc, but due to some problems im currently on a laptop and im trying to log on my account through google but after i do all the bind account things, nothing happens!! it just keeps telling me to bind

[white warren]

Does it say "Connection successful" but nothing changes?

[silver dome]

yes, on the Google page "Login Succeed", but like u said nothing changes

[white warren]

Please can you check / try following points:

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

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

• You can also try other Internet browsers such as:

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

Let me know if the problem is solved

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

[silver dome]

oop, apparently i didn't have access to network activated, sorry!! thank u for the help :)

[white warren]

Your welcome, good game to you

[drifting ruin]

my game is bugging, ac 130 pov

where do i report bugs

[south sparrow]

“You better have those evidences for bare minimum when making reports to hato CS.” 1. No I’m not elaborating further to you because who tf are you? Don’t play about my money or anybody else’s before it’s escalated further. 2. How am I going to have proof they charged me twice for something I only bought once besides the screenshot of the payment being charged….Like think before you say. I don’t randomly take screenshots every time I buy something to prove I did or didn’t receive it.
Adjust your attitude to not blindly defend companies that don’t care about their players because off the bat you spoke to me like I was lying or in the wrong.

[graceful marsh]

I'm sorry on behalf corp, but you do need some screenshots to let the customer support to be able to see the issue.

To solve the problem they need to check the issue not just by description but also some pictures.

If you like to report this issue, I can show you how to reach customer support through the loading screen or in game

[south sparrow]

Already did.

[graceful marsh]

Then you just need to wait, people on this server are just players and mods who manage the server. Not the actual financial management.

So please be respectful, because we're just trying to help

[south sparrow]

I absolutely was until someone rudely responded

[elder jay]

dude you can get mad at what I said as much as you want. lets see if you can process your issue without any evidences. it's just normal to provide evidence in money issue and I'm reminding you to get all the evidence you need.

[graceful marsh]

[white warren]

Drop this.

Only the support team can help you if you provide them with the necessary evidence.

If you've opened a ticket, you're currently on the waiting list.
Please be respectful toward the players who are trying to help you.

[dreamy bobcat]

Hi guys, its been 2 days and i still cant open the game its always stuck at 39% i uninstalled and re installed it already and still the same. Can anyone help me?

[woven hemlock]

can you try these and see if it helps?

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

[north shore]

Proton VPN worked for me I had the same issue! I set up the VPN in less than a minute and when I got on, once it got to 39% there was an update I was able to download. Thanks for the help!

[woven hemlock]

glad to hear that!

[young scaffold]

If I already bought the festival pack, and someone gifted me a voucher of it, can I still use it on the next festival pack?

[somber hazel]

yes

[rocky juniper]

My partner is unable to play the game anymore, he has lots of heats etc on his account. Are we able to transfer these at all? Or could anyone do this is we reached out to them? I guess the answer would be no, but no harm in asking!

[white warren]

Would you like to transfer everything to your account?

[rocky juniper]

Yes, if this is possible?

[white warren]

Unfortunately, no—each payment is linked to a specific account. Donations and transfers are not supported in the game.

If you would like a formal response, please contact customer support directly.

[rocky juniper]

Is there anything that can be transferred at all?

[white warren]

You can ask the support center; they're the ones who handle in-game issues,
but I don't think that's possible.

[sharp perch]

Can someone explain to me what I need to do?

[rotund lynx]

May I know why I am getting this ? I haven't changed anything on my pc. I'm from Philippines and palying in SEA server.

[somber hazel]

the game is buggy

can you try these and see if it helps?

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

[hearty pewter]

Also be sure to go to time and date settings and have it auto sync. If it was already, do it again to ensure you dont have the issue

[wraith depot]

Can someone help me? 😕 I can't play the game anymore, it's keep popping up like this.. I'd even uninstall and install it back, still the same thing happened.

[foggy wraith]

Hello
Can you try this?

[wraith depot]

It's workk!! Thank you so much!! 😖😖😭😭

[neat urchin]

hello, my game. bird still stack each other. help

they said its pc bug, my friends on mobile didnt have this issue

[hearty pewter]

I've seen it before on mobile but havent recently. The again havent gone birb watching in a bit. I will be later though

[verbal ice]

Hi, anyone else having problems with building glitch? I cannot get my posts/wall/floor to glitch

[ruby rampart]

I'm trying to log in but it doesn't get through 🤔 this shows! Anyone could help?

[woven hemlock]

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

The game's optimization isn't great, so even if you have good network connection, the game sometimes has trouble finding it, which can cause these sorts of errors. This is a problem with the game’s optimization and not with your network. You can try:

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

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

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

[old patrol]

Hi so I recently won the hand held game thing in heartopia from one of the pulls but it’s not showing in my inventory where the hand helds are. Any suggestions ?

[foggy wraith]

That’s a tablet skin~

[old patrol]

Thank you idk why I thought it was a normal hand held lol

[foggy wraith]

No problem
Alot thought it’s a handheld too

[brisk quail]

are they going to fix the holdable bubble blower? i have to take it off everytime i want to garden

[woven hemlock]

i would suggest asking support directly

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.

[weary quest]

Hi I got festival supreme pack as gift voucher but when I redeem it says purchase the pack before redeem it how is that make sense when the voucher is suppose to purchase the pack ?

[woven hemlock]

you have an upgrade voucher, not the festival pack itself. to use the upgrade voucher, you need to purchase the basic festival pack first

[weary quest]

If they gift the standard festival pack will it work ?

[woven hemlock]

They need to gift you this one

This can combine with the upgrade voucher you got to turn into the supreme pass

[lunar igloo]

Since yesterday, I was unable to "log in" via Google, until I turned off my Ethernet. Why would this be related?
And now it's giving me the first screen you see when you make a new account . . ?
Uuuuhh, did my account get reset/wiped?

[graceful marsh]

did you bind your account before?

[lunar igloo]

My account was bound via google. It's been my exclusive way of logging in.

Perhaps I was logged into 'steam' for this one instance which would be a new account. I don't get why Google isn't working.

[graceful marsh]

can you 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

[lunar igloo]

It is in the appropriate region. I am certain of the email and login method I've been using in the past. It just doesn't seem to work now since the flash last night. I have my account ID (is that the equivulant UID?).

[graceful marsh]

account ID is the email user ID, UID is the in game ID

[lunar igloo]

No way to access it then I guess.

[graceful marsh]

Have you tried the post above as well?

[lunar igloo]

I just haven't been able to get to my router yet. It's being used by others at the moment.

[graceful marsh]

Let me know if it doesn't work

Do you still have the account attached to the previous device ?

[lunar igloo]

Could you clarify? This has been on the same device (my PC).

[graceful marsh]

do you remember your UID?

[lunar igloo]

No. I don't think I have it written down anywhere.

Just the account ID.

[graceful marsh]

@woven hemlock can you help?

[woven hemlock]

account ID should be your UID yes, as long as it's the one from your old account. customer support will be able to use it to tell you what login method was being used to log in to your old account

[lunar igloo]

I checked the first time I shared a code (first time I played heartopia), and it's the same as the number I was saying is the account ID, so yeah, it should be.

[graceful marsh]

oh really?

[woven hemlock]

its listed in game as account id yea

[lunar igloo]

Just different when seen on profile. Lol, how confusing.

[graceful marsh]

ahh good to know~~

oh wait

i was meant Account ID in the bind screen

[lunar igloo]

I know what I used is the thing. I do technically have a 2nd email, but it's not hooked up to XD (when trying to use it, it requires me to give XD permissions and such, and it's my personal email instead of my gaming one), not that any 'log in through Google' option does anything, despite it saying Login Succeeded.

I have an opportunity to reset the router now. BRB

[woven hemlock]

oh, are you having trouble getting into your account? as in, when you log in through browser, it doesn't log you in in the game?

that's a different issue that's easily fixable

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

⭐ Check your browser to see if your location is turned on + your browser has local network access + if you have popups enabled! (Also check your adblock to make sure it didn’t block the pop up.)

NOTE: If you are using Brave, you'll need to click the shield icon! The browser flags the pop up and doesn't let it show up at all

You can also try setting a different browser as default — Google Chrome or Opera seems to have worked for a lot of people

[lunar igloo]

I've been using Vivaldi. I did enable local network access/popups (and disabled the browser and add-on adblock). Pasting the link into a different browser causes it to freak (tried it earlier), so it has to be the 'default' where the link first gets sent to, right?

Oh, that was it. Firefox worked when set to the default. That was a bit frustrating, but I'm glad I had your help.

[graceful marsh]

[lunar igloo]

I wonder if there may have been a change to the Chromium browser base that broke some google login comparability or something for things like Vivaldi.

Anyways, dailies then bed (it's sooooo laaate)

[woven hemlock]

glad it worked!

[graceful marsh]

did you craft it from the workbench?

[crimson nebula]

Bingo! Thanks! I feel like an idiot lmao

[graceful marsh]

lol nice, we dont get any new building materials from the dg rewards after reaching dg lv 27

[unique meadow]

i have a bug where when i use the duck bush it is attached to me when i walk around in the air

[graceful marsh]

You can report in game bug to the support team to let them know

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.

[icy cloud]

why does the coaster track all of the sudden went back from the start?

[lost bough]

Why can’t I buy the GAMG membership online? Is there some problem right now? 😭🥹

[sturdy parrot]

Bruh you can build a coaster on your own property? What level do I need to get to in order to do that?! Can I build it through my house?!

[flint wyvern]

I am stuck at Gossip: Dream Bubble quest for five days.. i played piano for long time. But.. bubble didnt appear..

[graceful marsh]

Did you check the bubble above the piano?

[flint wyvern]

Ya.. i did.. no sign of bubble

[graceful marsh]

Try switching towns or repairing the game

[flint wyvern]

Okay.. let me check it out rn.. its work or still stuck.. thanks for helping me ❤

[fossil kayak]

Anyone hear anything about the whole island disappearing glitch?

[frosty nest]

Hi! Can someone help me? I gifted my friend a month of game membership but he received an empty leaf gift box. Does anyone know how can he use the pass? Thank you!

[graceful marsh]

Can you ask them to look for it in their inventory?
Look at the bottom of the inventory, under the ingredients

[frosty nest]

Yeah he showed me the green box. What should he do next with that? Sorry to ask such questions. We live in different countries and this is my first time gifting someone.

[graceful marsh]

Yes, can he check his inventory? The membership should be in his inventory

All the way on the bottom of the inventory

[young coral]

My tools are mega bugged RN. It's acting like I do the "hold down" thing when I try to use a tool, like aiming the bug net or watering 9 plots at once. I tried restarting PC, disconnecting KB, repair files. Any known fix?

[runic blade]

Any controller plugged in?

[frosty nest]

he found it! thank you so much 😊

[young coral]

Omg I can't believe that was it lol! Thank you! It wasn't even on just connected to charge

[ashen oriole]

Is anyone else’s game not letting them in or is it just me?

[white warren]

Can you provide more details? What exactly does the game do?

[ashen oriole]

It loads up the percentage at the bottom all the way to 100, looks normal for a bit, but when it finishes the start button doesn’t appear, and after a moment I get a time out message saying I took too long, then the start button appears, but when I press it nothing happens, and the time out message keeps coming back

Apologies for the bad description, I have deleted the game and am re downloading in attempt to solve the issue

I had just updated the game today, and after not letting me in for a few moments it prompted me for another update, which I allowed, only for the same problem to persist, the game is halfway done downloading again

[white warren]

Mobile or PC ?

[ashen oriole]

Mobile

[white warren]

If that doesn't work, could you try a different type of connection?
Like 5G / LTE

[ashen oriole]

To be quite honest I know nothing about that

[white warren]

Its data mobile,

If you turn off your Wi-Fi, you can switch to mobile data if you have

[ashen oriole]

I can try that, though it appears to me the wifi may be better for the current location?

The problem persists 🙁

[ashen oriole]

The data loaded the game, but it’s too glitchy to walk, must I keep the data on or can I change back to WiFi?

[white warren]

You can change back

its just for enter the game

[ashen oriole]

I’m amazed at the details of the game, I don’t know what changed but it’s gorgeous

[white warren]

It's true that the graphics are really beautiful :3

So is the problem solved?

[mellow lichen]

I want to rebuild my house, but it’s not letting me

[ashen oriole]

Yes thanks so much

[mellow lichen]

Whenever I click on the house with the tool on it, it says this

[crimson cargo]

Did you ask for a refund?

That’s the only way to have negative heart balance

[real oyster]

I dont know how to report this user in this server, but I reported her pfp and her server seperately.

kirabellsx

She's got an inappropriate pfp and is promoting an NSFW server in her bio and likely using the self intro channel to promote herself and nothing to do with Heartopia

[crimson cargo]

Any concerns, you can dm @twin yacht to talk with a mod with screenshot evidence
This will teach you how to do so -> #guide message

[real oyster]

Ooh thankss

[hallow girder]

How can i leave the contest group? i want to leave because they are bad people. What can i do?

[teal ledge]

You cannot leave anymore. Creation Phase ends on the 23rd, which is in less than 7 days

[hallow girder]

thanks for sharing !

[errant jacinth]

can i have some idea for new event on island beaver? would appreciate if this cable car can be attach in building mode so if we exit we can play em..

1 more thing, why is it i re-download heartopia and my cellphone smell like a smoke? too much or too many update cause of this?

[sharp fossil]

From yesterday the ping is extremely high. I thought it’s my wifi problem but my other games running fine. Is anyone else having the same problem??

[teal ledge]

You cannot place rollercoaster cars in the Event Island

[hoary shoal]

i am seeing weird bugs all over today... floating crops and then this..

[viral knoll]

Guys i need to log in with another new email, but when i click the choices button in early game to log in its always takes me to the old email. I already log out from old email. Its there another way to log in?

[inner kiln]

I can cook the normal dishes up to level 3, but at levels 4 and 5 the screen gets bugged. It’s not all dishes, only the event ones. 😿

[proud mica]

How do some people build such intricate homes with the load limits? I struggle daily with this, i wanted to do a foresty-japanese style building and it limited me every timem </3

[glad owl]

Can anyone help me on how to place the living room furniture quest cause i have made it a few times and placed it down even went into a another server went back in and everything and still nothing it still says that i need to complete the quest. Im not sure if im doing something wrong or what the issue is but any help would be amazing. Thank you 🙂

[kindred ferry]

i have a question! if i delete all read will my starred mail also delete?

[runic blade]

In build mode, you need to click the ? In the corner of the furniture set before placing it down. If it still doesnt work, pick up all the furnitures, untrack quest. Go at main menu and use Repair( the little wrench top right)

[glad owl]

Ok i can try it again i did that once but let me try it again and see thank you for the help 🙂

[woven hemlock]

Starred mail will not be deleted

[woven hemlock]

Certain items take up more load than others, so it’s about finding a balance between the furniture/materials you’re using and how much space you want to fill. You can create empty areas in the walls, for example, so that you don’t need to decorate as many rooms, etc

[woven hemlock]

Try clicking ‘repairs’ from the start screen

[woven hemlock]

Try logging out of that email in the browser you’re using when logging in

[woven hemlock]

Switching towns usually clears those types of bugs

[woven hemlock]

Might be an issue with the game’s ability to maintain connection to 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

[west juniper]

I play heartopia on steam mostly and when i tried to get on my phone it doesnt bind the account even though i am using the same email, and the binding doesnt work somehow.. the page is just white :( can anyone help

[woven hemlock]

You need to bind the login method while playing in the steam launcher first before you can use it to log in from a different device

If the website you’re redirected to works but then Heartopia doesn’t recognize the bind, you can try this:

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

⭐ Check your browser to see if your location is turned on + your browser has local network access + if you have popups enabled! (Also check your adblock to make sure it didn’t block the pop up.)

NOTE: If you are using Brave, you'll need to click the shield icon! The browser flags the pop up and doesn't let it show up at all

You can also try setting a different browser as default — Google Chrome or Opera seems to have worked for a lot of people

[west juniper]

Tysm i will have a try now

[glad owl]

I tried what you had said and still same thing it still says the quest needs to be finished i even made sure to be right where the stars are at thinking maybe I was putting it in the wrong place. Im not sure what else to try at this point. I did put in a ticket not sure if that was the right thing to do or not.

[runic blade]

May we see your quest? We might be able to figure out this issue before support answers:)

[glad owl]

Yea absolutely one moment will take a screenshot

I did read on alot of different sites that alot were having the same issue and I tried most of the things that they said to do which was changing the server and also restarting the game making the furniture again i did make it 3 more times so im honestly just not sure. Hoping that we can fix it cause i love this game but its becoming frustrating after 3 hours of trying to get it to work.

[runic blade]

Okay yes, you need to go in build mode, find the furniture living room set and click the question mark in the corner. Usually that progress the quest

[glad owl]

Yea i went to the little house which is build mode correct?

[runic blade]

Yes, on the living room set theres a small question mark, click it

[glad owl]

Clicked on that went to the livingroom setup clicked the question mark and then hit place

And then after i clicked it i made sure to stand right where i noticed the stars were at cause i thought that may be the issue

[spiral gust]

question do yall help with purchase things like if someone bought something and they didnt get what they paid for

[runic blade]

We dont place the set yet, they will ask you to craft if after. Right now it only wants you to check what you need, does this screen pop up?

[spiral gust]

or is there a way to talk to someone who actually is like a game dev

[runic blade]

Unfortunately we don't, you will need to contact customer support

[runic blade]

Ok little checkmark top right, click that to see if another page appear

[runic blade]

Perfect, now exit build mode and check if quest is progressed

[red wave]

Does anyone know if there is suppose to be a fix soon for the overlapping of birds and such ?

[glad owl]

Sorry i feel like im doing something wrong that is causing this to happen

[runic blade]

Hmm it is really glitch. Lets try one last thing, place all the furnitures in your Warehouse and change town using the windmill at main menu. When you get back in the game, dont pick up the furnitures yet, go straight in build mode and click to see requirements

[glad owl]

How do i put in my warehouse i feel kinda silly asking but im brand new to the game

[runic blade]

When you open your backpack and hover on an item, it will stay store in the bottom. Can also hold to select stacks, warehouse prompt is below the inventory when its open

[glad owl]

Ok perfect I will try this

Ok its having me remake the furniture

Should i go ahead and do that? Even though i already have it

[spiral gust]

so are the staff the people who actually help with game stuff or is this server just for in game glitch issues

[runic blade]

Wohoo! Now it should work after you recraft as i believe they need to be crafted when quest ask you

[glad owl]

Ok thank you so so so so so so much 3 hours at this lol

[runic blade]

This channel is for any technical issues, few others are mainly to chat and make friends. This server and the staff dont have access to the same work as the Heartopia devs does. Only the support teams(devs) has the meaning to help you with a billing issue

[spiral gust]

how i get in contact with them then

[runic blade]

I am also glad it worked if ever you get stuck again in the future, come see us sooner

[spiral gust]

instead of making a ticket

oop mb sorry ik you just a trial mod T_T

[runic blade]

There is no way to contact/email them other than create a ticket and wait for a response 🙁

[spiral gust]

alr

[vapid bay]

hello? What is the reason why the construction event may NOT start? I really wanted to build together, but my friend DOESN'T have an event icon (beaver)? Please tell me what could be the reason. (Guild level 25)

[turbid mantle]

I don't have that too

[vapid bay]

Did you write a report inside the game? Is it fixed somehow? or.. What is your level in the game's guild?

[turbid mantle]

I think my guild's level is too low (18)

[vapid bay]

Hmmm... in fact, I need more words so that I understand what is worth doing. There's so much furniture to build! I have to drag (his friend) into this! Muhahahhaha (a small malicious laugh)

[crimson cargo]

You have to have been DG level 12 and had an 1500+ home evaluation score before May 16 I believe

Too late to join now

[turbid mantle]

oh that's why

[vapid bay]

You are our hero! I'm going to go chase a friend and read a book of guides from cover to cover! Thank you very much!!! I completely forgot (I did everything in the game). THANKS AGAIN!!!!!!!!!!!!

[spiral gust]

thank you for guiding w hope your a offical mod soon

[sour idol]

GAME is LAGGING big time Guys

[vagrant urchin]

is anyone having issues with their beaver cup builds?

we logged on today to find our score dropped while no one had been in and a few items are missing leaving things floating

example of missing table and floating items. happening to anyone else or just us?

[rocky juniper]

Hi! I bought the festival pack (9.99 one). Should that have unclocked everything up to level 60?

[errant jacinth]

so can't you fix it?? dev cannot fix that? how can we play those if the features is there?

[somber hazel]

it’s not something to be fixed, it’s just the way it is

they clarified that you can’t use roller coasters in the build challenge

#announcement message

no. 7

[white warren]

If any Hato Helpers are reading this (I feel bad for tagging you guys every time xD)
Have you noticed any specific technical issues or any that have been popping up a lot this week?

[crimson cargo]

Birds have been glitched for like the past month if that counts as a technical issue and I’ve seen other DG members complain about it as well. Contacted support myself a while back and they said they were working on it, but it’s been weeks with no fix

They’ve been following the same flight path, spawning in wrong places, teleporting, etc

[white warren]

Okay, will add it to my '' note ''🤫

Thank you bailey

I have a dumb question for you lol

What is the name of the "fish lure" in the English version of the game ?

xd

The things we can share with other players

[crimson cargo]

It’s called a “mermaid fish attractor” in the English version!

[white warren]

Oh my god i love you

Thank you🤣

[crimson cargo]

It’s okay, happy to help! No such thing as a dumb question in my eyes

[white warren]

🤭

[foggy wraith]

hm

[white warren]

I'm going back to write my paragraph,

Oop nevermind yve is here

[foggy wraith]

there was a day.. i forgot when exactly, i think 2 weeks ago?

we have quite a number of people reporting the issue "Failed to acquire Resource Pack" in a short period of time

[white warren]

Already noted, i ask only for this week 🩷

11-17 may th

[foggy wraith]

i cant remember when did it happen

[white warren]

XDDD

Yay my screenshot failed

Well its for the dani message

[foggy wraith]

but most of the failed to log in issue was solved by mobile data/vpn

so i guess still fine

[white warren]

Okii