technical-help

[white warren]

Thank you guys

[woven hemlock]

Nothing that stands out to me this week, I think it was an average Hato Helper week @white warren

[white warren]

[rancid wind]

I need help! so I had an issue when I tried to learn a recipe I would crash, I'm trying to repair my files and getting this message, what should I do?

[errant jacinth]

hope in future i mean another event like this, it can be attached in building mode. tq.

[woven hemlock]

Can you check to see if your device has enough storage space? It’s recommended to have twice as much as the required amount for smoother gameplay in general, but for PC specifically, the storage needs to be on the C drive, since the game passes information through the drive even if you don’t have it installed there

[rancid wind]

Yes i do! I had to reinstall it and worked after!

[gloomy saffron]

where should i send error about payment?

[woven hemlock]

billing issues can be sent in a ticket using the in-game support center

Help! I need to contact customer support!

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

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

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

[thin dune]

what is this? lol ( i have 0 exhibition ticket)

[foggy wraith]

can ignore, just visual bug

[thin dune]

i got happy for a second thinking i mistakenly got free exchange tickets lolol

[foggy wraith]

my wish too to see that 888

[sour idol]

Ok What happen? Game Totally rebooted

[thin dune]

[graceful marsh]

The game works just fine FOR ME

[sour idol]

IDK The game was running Smoothly and BAM it Crash. So I thought I would let y'all know about it

Good Night

[maiden leaf]

may i ask what happened? i tried to log out and then log in, reinstalled the app, clean the file and everything, but i still cannot play it 😭

[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

[maiden leaf]

THANK YOU SO MUCH, IT WORKED NOW 😭

[potent tendon]

Anyone else having a glitch where they pull their fishing rod out it freezes your character and have to restart the game? I can’t pull my rod out at all

[woven hemlock]

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

Please check for any controllers plugged in to your device, and unplug them if there are. This can include Bluetooth devices like headsets, or any Logitech devices, or (sometimes) keyboards. They need to be fully disconnected, not just turned off. Then restart the game.

If it turns out to be your keyboard, it may be due to conflicts with default keyboard drivers being mis-detected as controllers, which the game doesn't support. You can temporarily fix this by:

1. Open Device Manager on your PC
2. Expand the Human Interface Devices section
3. Right-click and Disable the following 2 devices:

HID-compliant consumer control device
HID-compliant game controller
This should temporarily resolve the issue — the game isn’t controller-supported, so anything that is detected as such causes these sorts of bugs

[potent tendon]

Ugh thank you my husbands controller was still plugged in 🤦🏽‍♀️

[cold fjord]

Hi. Just wondering if there’s more ways to get order tickets, other than the surprise eggs for completing daily tasks? Thanks

Order tickets for clothes/furniture that is

[slate lantern]

sadly that the only way

[cold fjord]

Okay thanks for letting me know

[lavish beacon]

Hi. Someone know how to fix those void bushes?

I restarted the game several times, but still like this

[foggy wraith]

have u tried repairing your game?

[lavish beacon]

I forgot about that option, sorry. I'm going to try it

It's fixed, thank you very much

[foggy wraith]

dont be sorry! im glad it worked

[pine geyser]

heyaaa, im fairly new and i think i want to start my house again, i see theres a way to remove everything, im just concerned i dont have enough storage to remove everything to start again?

[umbral lintel]

pls help idk what happened but my tim build challange the furniture i bought suddenly gone, it was fine till this afternoon, and there’s no one else on the record changing or sabotaging, it just suddenly dissappear all my item only

[graceful marsh]

All the members cannot see it?

[umbral lintel]

me and my other team can’t see it and i just back from brought my other friend outside the team inside the island to check it, they also see it the way i saw it, and from the build info, there’s no record of any of my team or me removing it, it went from full load to only around 300k load, you can imagine how much the stuff there gone, and the recent record there’s only me adjusting 8 furniture and 14 building material where i put a bit detail, while the stuff that suddenly missing worth around 200k load. 🥹 i just want to cry, i spend all the time building the island only, i rarely interact with anyone since i want to do my best🥹

[graceful marsh]

Please report to the support team, and provide all the screenshot

The support team will help you

[umbral lintel]

thank you very much ❤️ hopefully they can fix it 🥹

[graceful marsh]

I'm praying for it too 🙏🏻

[stray tusk]

Why can't I use my instruments when they're disposed except for the piano?

[hasty forge]

I have 9€ in my steam account but i can not make a purchase on the Guilded accorn membership thingy it wont show me any popups nor options or take money like i cant do anyhting at all can someone help maybe? (could it be country issue? im from slovakia)

[lost bough]

Anyone else having trouble with buying membership through the website? 😩

[olive yoke]

My current beaver challenge building team has blocked players on it and I am unable to leave or remove them can I get some help

[woven hemlock]

Unfortuantely teams were locked in this past Saturday during the weekly reset, you’ll need to present your case to 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]

What sort of issue are you having?

[woven hemlock]

Can you try this?

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

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

[woven hemlock]

What do you mean by when they’re disposed?

You need to be holding/carrying most instruments in order to play them. Placing them in a build makes them act as furniture/for decoration instead. Some instruments (like the piano or the drum set) are an exception because you can’t physically carry them while playing them

[woven hemlock]

You can create an “empty” blueprint (place one object, eg a wall) to save the blueprint, and apply it to your build if you want to start from scratch on the plot itself.

You can also build directly in a blueprint to avoid the concern you mentioned regarding not enough space in your inventory

Any items that don’t fit into your backpack when you clear it from your build will go to your warehouse and mailbox, so you won’t lose anything. You can also buy more backpack/warehouse slots from Ka Ching

[stray tusk]

Excuse my bad English
I remember that when I used them as decorations, I could always play them, like the piano, but now it's impossible They're more decorations than instruments now, useless, whereas originally I wanted to create a music room

[lost bough]

I’ve tried for like, 2-3 days but now it worked 🤓 it just said failed something and then ”stay online”
But nothing else happened

[pine geyser]

legend, thank you 🙂

[proud ingot]

ezadd299753 has been warned

Reason: Spam

[bright sky]

I claimed a festival pack voucher gift that was sent to me. And now it doesnt show on my end. Already checked my bag, I am unable to see it.

[lunar jetty]

I’m a Heartopia user on Steam. I can’t bind my account with Google. When I try to bind it, the window that redirects me to the binding process says ‘Login succeeded’ (picture). but when i return to game, my game did not bind with google

[runic blade]

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

[edgy belfry]

I just noticed I am being charged for bus rides even though I have an active pass; how do I open a ticket?

[runic blade]

Do you have monthly or weekly pass?

[edgy belfry]

Monthly - and there's 5 days left on it

[runic blade]

Possible if i see? Wonder if maybe it is holding up 5 days instead. But yes if it says 5 days left and its a monthly pass, please contact support

[edgy belfry]

nvm - apparently it's expired and the guild is "holding" it for 5 days - so I guess it ill let me claim past benefits if I reinstate

tyvm

[runic blade]

Correct, take note pass will only be 25 days instead of 30 since will get the 5 days in holding

[woven hemlock]

Make sure you’re looking for the voucher, not the gift box. Check your backpack, mailbox, and warehouse, especiallt if your backpack was full when you claimed the voucher. The game automatically removes the voucher from the gift box when you claim it in the mail, and places both of them in your inventory as separate items

Voucher should be in the ‘all’ tab, all the way at the bottom

[woven hemlock]

I don’t remember being able to play them if they’re set down, but I don’t use the instruments often, so maybe I simply don’t remember being able to do so. You can check with customer support regarding whether it’s intentional or not

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.

[lunar jetty]

problem solved thanks

[gritty vault]

Im having a problem, when I try to open heartopia only the task bar opens nothing else

[woven hemlock]

can you try the instructions at the top of this screenshot?

[sour idol]

Wish these was in ENGLISH

[woven hemlock]

the instructions at the top of the screenshot are in english

[sour idol]

Yes but was referring to the Bottom area on the SETTINGS and I do not know if others would reconized it

[gritty vault]

so i have to look up registy editer? like on my laptop

[woven hemlock]

yes

[sour idol]

PC and Laptops - yes

[woven hemlock]

the settings are all listed in the instructions — the screenshots are only to show where to look for the information

the screenshots are also from one of the devs, back when they were helping with troubleshooting in the server. The devs are all in china, so their devices are also in chinese

If you are able to recreate the screenshots in English, be my guest. I don’t have a pc

[sour idol]

Understand but ... Okay
Nope LOL Have enough trouble as it is

I'm a Mechanical Diesel Engineer with Minor in Computer Science. Like I said, I have enough of my own Troubles

[woven hemlock]

-# That is not information I knew…

[sour idol]

I didn't want to disclosed it, but I thought it was warranted in this. I love this game, but Lots of things are troubling me in the MINOR details. But I am slowly overlooking them UNLESS I see it is going to be a MAJOR problem then I will bring it up to you here

[woven hemlock]

-# not sure why you said 'like i said' then, if it was information that was impossible for us to know...

[gritty vault]

ty it worked but its a squre now so it worked lol

[sour idol]

Fantastic. Great job @woven hemlock
Later

[woven hemlock]

can you double check the numbers you used for the height and width?

[gritty vault]

yes i think its just my laptop its old

so it needs to be bigger, i did it, tysm for all ur help

[woven hemlock]

glad you got it to work!

[hoary shoal]

ok.. somehow while i was afk and sitting on piano a cat got on me but its bugged, invisable and i cannot see my hat.

i was able to put it down, but kinda funny bug.

[woven hemlock]

cat's will sometimes jump up onto your head on their own, depending on their friendship level and their personality! that's expected -- unfortunately the feature is very buggy, like you've just seen

if it's just invisible but you still have the set down button, you can spam it and it will jump off. iirc it's not actually invisible, the cat is just accidentally spawned way up in the sky

if you can't get it off, switching towns usually forces it off

[hoary shoal]

didnt even know this cat was this far progressed.. it jumped right back on the moment i put it down lol...

[woven hemlock]

does your cat have the clingy personality? clingy cats will jump up more often

[hoary shoal]

nope! indiifferant and slow!

[woven hemlock]

what an honor, for your indifferent cat to insist on being on your head 🥺

[sour idol]

Indeed

[pulsar storm]

Hi, my game keeps freezing and lagging and every time when I use my ax on anything to mine, I’m not getting my items. I already closed the game and I restarted it. I even repaired it but it’s still lagging and I can barely move.

[foggy wraith]

do u have controller plugged in?

[pulsar storm]

No, I don’t have a controller. I am playing on my tablet.

[woven hemlock]

the items arent being picked up because of the lag, not because of a controller

[woven hemlock]

Help! My game keeps lagging!

it could be due to a number of reasons, but the game is simply not optimized well 😔

• If you're lagging when near player houses, it’s probably because the game is struggling to load in their house. Can move to a town with less people to try and lessen the number of assets being loaded
• Since all servers have started the new beaver challenge/modular event, it’s likely due to too many players logging in at the same time for the new event. Should ease up once activity slows down
• Try clicking ‘repairs’ in the start screen in case it’s a matter of corrupted files.
• Try rebooting your device to see if your device just needs a nap
• Check to make sure you have enough space on their device - the game uses a lot more memory than it reports, so if you're close to full, it may cause lag
  • if you play on PC, make sure you have space on your C drive, even if the game is installed elsewhere. the game passes information through the drive regardless of where it is installed
• Make sure your device isn't overheating
• You can look in the in-game graphics settings (Watch >> Settings >> Graphics) and try moving some of the options around to see if any of them help with the lag, such as with object rendering/etc.
• Also in graphics settings, try turning on memory optimization
• can try turning off the ‘snow effects’ setting

[pulsar storm]

I did repair it. I did press the repair button on the home screen, but it could just be the lack of house houses, loading and disappearing, and everything else trying to load.

[sinful escarp]

So I’m having issues where my graphics keep staying low despite having them at high. : (

[iron raft]

I’m at a friends party where I triggered accept pet reward, feed pet then closed it then opened up party participants then now I’m stuck on this close up

Returned to the game and I’m still stuck with no gui popping up

[foggy wraith]

Have you tried changing town?

[iron raft]

I just closed the game tbh because when I said returning to the game I meant switching back to the iPhone app tab between discord and heartopia

[foggy wraith]

So you havent try switching town? To see if it’ll fix?

Otherwise just repair your game

[iron raft]

It’s okay I reopened game and it’s fine! Just didnt come back to update you on my sitch/situation srry hahaha

[languid light]

Hi! I was wondering if you all know if there is an issue with the notification system for out of game notifications. I realized that my friend in-game gets notified when he gets postcards while not using the app. I don’t though and thought it was normal up until now. I am on an iPhone 16 Pro Max. He also plays on mobile but I don’t know what phone he uses.

[umbral quartz]

Hi, I can't find my Maltese heart balloon in my (dress up) icon

Although I already got it from the machine

[woven hemlock]

maltese heart balloon can be found in your backpack/warehouse, its not a dress up item

[night kayak]

Purchased the event pass and google play store shows that I got it. But it doesn't show in game at all that I did. Any help? Or should I just submit a support ticket in game?

[woven hemlock]

there's some things you can try to troubleshoot on your own, but ultimately you'll need to ask support yeah

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.

[umbral quartz]

Ouh I see. Tyy

[keen warren]

Hey!
So I have a question.
I can't seem to play the game on my pc. I can play other games without any issues. However heartopia seems to be making my GPU go crazy? (RTX 3070ti)

It gets super hot and works at 100% within just 30 sec of launching the game.

Does anyone have any solutions?

[naive walrus]

Hi, I am changing my phone device today... how can I keep my profile and progress ?

[foggy wraith]

Make sure you remember which account you bind in

[naive walrus]

Thank you so much for that. It says Google... I don't use any of the other ones...

[foggy wraith]

Yup, google is fine too

[naive walrus]

Thank you so much .. you are a star 🌟 xx

[fierce sparrow]

hey! i havent been able to see any of the pink bubbles since the reset on saturday and dont know what to do

[foggy wraith]

#1458782837070102600 message

here are the locations

The bubbles can be collected once a week

[fierce sparrow]

i know where they are they just arent showing up for me LOL like none of them

[graceful marsh]

Do you check the weather schedule?

[graceful marsh]

It's not meteor yet for america server

[fierce sparrow]

no no like the pink bubbles that reset every saturday, i havent seem them since saturday the ones linked in bubbles player guide

[graceful marsh]

Hmmmm oh did you already collect them before?

[fierce sparrow]

nope, i hopped on saturday during reset and never saw them. and i just waited to see if they would appear and they havent

[foggy wraith]

Can you try repairing your game?

Or have you tried? Did it work?

[bright patio]

Bonjour, je n'arrive pas à rentrer sur une île, j'ai beau cliquer sur "commencer", le jeu ne se lance pas.

[graceful marsh]

English only here

[fierce sparrow]

uhm how?

[foggy wraith]

#language
English only here~

[fierce sparrow]

okay let me try that and see if it works

yeah im still not seeing it, i guess ill just miss this weeks :/ thank you both for the help, if the problem persists this weekend ill message back

[foggy wraith]

You can try contacting cs~

[fierce sparrow]

sent them a message thank you <3

[maiden saffron]

Does it happen to anyone else where you go to interact with an animal group but all of the animals are missing?

[woven hemlock]

sometimes the wild animals either don't spawn or stray really far from the animal trough, try looking in a wider area - for example, the rabbits' trough is on the south western edge of the town area, but i've seen them all the way up in the north western edge before

if the interaction is for a quest, turn on quest tracking for that quest - the game will lead you to the nearest wild animal

[maiden saffron]

I've looked for each group and none have spawned, even far away. I'll try later and see if there's a difference. Thank you!

[woven hemlock]

you can try switching towns to see if that will trigger some more spawns, but i think the maltese are always running around the island, just might be harder to spot since they're so small. i always have trouble finding the pandas because it's a large area + the bamboo/jump puzzle block the view, sometimes only one wild animal spawns for that area and gotta hunt

[lucid merlin]

Hi does anyone know if rollercoasters work inside the beaver build?

[crimson cargo]

No, they don’t

[lucid merlin]

i see, thank you so much!

[ruby hornet]

Hi 🙂 does anyone knows why I can’t login? I repaired the game but still receive timeout message

It’s happening any maintenance?

Oh it’s back working. Thanks

[bright meadow]

Hi, anyone know why i cant bind my acc ? I play the game on my pc and i want to play it on my phone as well

[opaque viper]

So UH my game loads to 39% and then crashes. Which is weird because I was on it this morning but now I can't get it to launch now. I uninstalled and reinstalled to other drivers, I tried verifying the files, nothing works. Anyone know a fix?

[brazen leaf]

Try completely shutting the device down and then turning it back on that happened with my ipad and i did that and it worked tbh

[opaque viper]

😭 Restarting my pc is what started the issue. I think I fixed it though, went and deleted all the files in my local low folder that were xd (heartopia) files and it's running now

[brazen leaf]

Oh really well at least its working now

[cobalt sigil]

why does huge unicorn balloon not restore energy?

[frigid mango]

for the last few days, i dont get any daily quests/memos that i can accept. the screen to accept them and do them just isnt there

[foggy wraith]

Have you tried repairing your game?

[frigid mango]

what does that mean?

[frigid mango]

oh ty! i’ll try when i get home

[median sparrow]

hey, i know there's a forum tag for this, but does anyone have a work-around for the insufficent storage? i have plenty, so..

[pallid solar]

is anyone having issues with game load today

[hollow lynx]

Does anyone know how long it takes before new furniture can be used in the beaver cup?

[rancid drift]

hey is this where I go for reporting bugs? since bug report is archived

[white warren]

Do you play on PC ?

[white warren]

Do you still have the issue ?

[white warren]

Via the support center directly please :3

[rancid drift]

Ive submitted my bug report, thank you! <3

[white warren]

What do you mean the new furniture ?

[median sparrow]

I have Heartopia on mobile, and I'm trying to play on PC but it's giving me that error

[white warren]

Do you have enough space on your ** C: drive**?

Even if the game isn't installed on it, the data will still have to go through him first.

Sorry if my English sound wrong, im french🤭

[median sparrow]

Oh, that's probably the issue. How much should I clear? (Np with the english lol)

[white warren]

Maybe 4-5Gb ?

Just to be sure

But you can try 2-3gb and try again

[median sparrow]

i have 4.7 gb available on my C drive 😭

[white warren]

Game updates take up more and more space over time, so make sure you have some free space on your C drive.

can you try 5Gb ?🥹

[median sparrow]

i'll try that, thanks!! 🤍

[white warren]

[hollow lynx]

Oo like if I get more furniture from the gacha, how long would it take before I can use it in beaver? Because it’s been an hour and I don’t see it showing up yet 🤣

[white warren]

I don't think the current banners will be added to the Beaver Cup...🥹
But the best way to know its to ask the support center directly🫶🏻

Do you know how ?

[hollow lynx]

I think I do- thank you for your help!!!

[white warren]

Just in case

[pale locust]

Does anyone have any fix for the game crashing every 15 minutes on ipad? It happens at random. No other program running aside from Heartopia. Ipad and app fully updated.

[pallid solar]

No not anymore I uninstalled and reinstalled yes on PC

[white warren]

Next time you can try another connexion like 5G/LTE :3

[woven hemlock]

Help! My game keeps crashing!

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

• (if PC) make sure you have sufficient space on your c drive, even if the game is not downloaded there, that’s where it passes information through.
• (if not PC) make sure you have sufficient space in your memory/ram.
  • (for all devices) you need about twice as much memory/ram as is recommended by the game, so that may be causing the crashes
• clear your device cache
• lower your graphics settings
• turn on memory optimization
• turn off snow effect
• if you have a lot of apps/programs running in the background, try closing them + any app overlays (such as Discord)
• check to see if your device has a software update
• (on PC) make sure your graphics card is up to date
• (on PC) try running the game as an administrator
• (on PC) if you have a firewall or antivirus, try putting heartopia as an exception/on the whitelist so that it can bypass

[proven bane]

Hi my pc was glitching and pressed delete account on accident the only thing i was trying to do is to cancel the account from deleting is their a way that it wont get delete it