Heartopia Help Center

Game Basics

Heartopia is a cozy multiplayer life-sim where you build a home, level hobbies, and explore Whale Island with other players. Core gameplay includes farming, fishing, cooking, crafting, photography, and decorating.

Launch & Platforms

Servers & Daily Reset

Server selection matters because friends and trades are limited to your server. Community reports indicate you cannot change servers after creating a character, so coordinate with friends before you start.

What refreshes at reset

• Daily resident requests (5 per day)
• Shop stock rotations
• Prize Bubble locations
• Forage spawns (flowers, shells, mushrooms)
• Daily hobby spawns (fish, bugs, birds)

Prize Bubbles

Prize Bubbles are floating rewards that can contain blueprints, clothing, gold, materials, and Wish fragments. They are shared spawns, so other players can collect them first.

Common spawn zones

Why you might not see bubbles

• They were collected by other players on the same server.
• They moved to new random locations after daily reset.
• Some bubbles spawn on cliffs or behind trees; adjust the camera and scan upward.

Furniture & Bathroom Items

Furniture unlocks through shops, blueprints, and events. Bathroom items are part of the general furniture pool and do not have guaranteed drops.

How to Customize Furniture Colors

You can dye most furniture pieces to match your preferred color scheme, including creating pink versions of standard furniture.

1. Go to a workbench in your home or town
2. Select the dye button (paintbrush icon) next to craft
3. Choose the furniture piece you want to color
4. Tap 'Start Dyeing' and select specific parts
5. Press Confirm (each part uses 1 dye)

Getting Dye: Purchase from Ka Ching's General Store in the Suburbs (100 gold coins, unlimited stock) or collect from Prize Bubbles and quest rewards.

Bathroom items or event furniture missing? Checklist

• Check login rewards: Claim all 7-day login rewards for free furniture sets
• Exhibition Pass inventory: You may have passes to exchange for furniture at Exhibition shops
• Bob's daily rotation: Visit Bob every day after reset for new shop items
• Prize Bubbles: Collect early each day; blueprints and furniture spawn randomly
• D.G. Guild levels: Confirm your D.G. level unlocks new furniture rewards
• Quest rewards: Check if event furniture requires completing specific quests
• Mailbox: Event furniture is often sent via in-game mail
• Seasonal banners: Watch for themed furniture sets during limited events
• Dye existing furniture: Use dye to create pink or custom color versions

Missing Items & Inventory Issues

Players report occasional confusion around missing furniture or items. Most cases resolve by checking storage or mail delivery. Before reporting a bug, run through this checklist:

Step-by-Step Missing Item Checklist

1. Check your Mailbox first — Quest rewards, shop purchases, event gifts, and friend deliveries almost always arrive by mail. This is the most common location for "missing" items.
2. Open Storage and check ALL tabs — Tap through every storage category (Furniture, Materials, Clothing, etc.). Items can accidentally end up in unexpected tabs.
3. Review your Backpack filters — If you have sorting or category filters enabled, your item may be hidden. Tap "All" or clear any active filters to see everything.
4. Check placed furniture — The item might already be placed somewhere in your home. Enter decoration mode and look through all rooms.
5. Restart the game — Close the app completely (not just minimize), wait a few seconds, and relaunch. This forces a server sync that often recovers items delayed by network lag.
6. Wait 10-15 minutes — Some purchases and quest rewards take time to arrive during high-traffic periods. If you just completed a purchase, give the server time to process.
7. Check your second home (if applicable) — If you have multiple properties, the item might be in storage at your other location.

Still Missing After the Checklist?

If you've checked everything above and the item is genuinely gone, gather this info before reporting:

• Your UID — Find it in your profile or settings menu
• Item name — The exact name of the missing item
• When you received/purchased it — Date, time, and timezone if possible
• How you got it — Quest reward, shop purchase, event gift, Prize Bubble, etc.
• Screenshots — Your empty mailbox, storage view, and purchase receipt if applicable

Troubleshooting Common Issues

This section covers quick fixes for the most common technical issues reported by players since launch. If these steps don't resolve your problem, see the Official Support Channels section below.

Character Stuck or Frozen

Multiple players report character control lockup, especially on PC. The character may freeze in place, continuously auto-cast actions, or become unresponsive after fishing, using umbrellas, or interacting with objects.

Fishing Softlock (PC)

PC players frequently report keyboard input stops working after fishing. The game may spam "You can't fish right now" messages even when not pressing any keys.

• Press Windows key - this temporarily unlocks controls for some players
• Unequip the fishing rod before the ship event or other restricted areas
• Avoid force-closing during fishing animations; wait for the animation to complete
• As a workaround, only Tab menu may work - try accessing Relocate from there

Login Timeout / Can't Connect

If you get "Login timed out" or connection errors:

• Check your internet connection and try switching between WiFi/mobile data
• Check official social channels for server maintenance announcements
• Restart the game and your device
• Try clearing game cache (mobile) or verifying files (Steam)
• If you played yesterday and can't log in today, wait 10-15 minutes and retry
• Report persistent login issues to official support with your UID

Unexpected Mute / Chat Ban

Some players report being muted until 2036 during the tutorial or first login. This is likely a false positive from the anti-spam system.

• Do not panic - this is a known bug, not a real ban
• Report the issue immediately through in-game feedback: Settings → Feedback
• Include your UID, exact mute message, and when it appeared
• Contact official support on Discord in the #support channel
• Community reports show official support can lift false mutes quickly

Items or Premium Purchase Missing

See the Missing Items section above for detailed steps. For missing purchases:

• Check your in-game mailbox first
• Restart the game to force account sync
• Wait 10-15 minutes for server sync delays
• If still missing, prepare your UID, purchase receipt, and time of purchase
• Submit through in-game feedback or Discord support with all details

Watering Quest Stuck / Can't Complete

This is one of the most frequently reported quest bugs. The quest marker appears but watering plants doesn't register progress, completely blocking quest completion.

• Verify you're using the correct watering can type for the quest
• Try watering different plant types (crops, flowers, trees)
• Check if the quest has a timer and wait for it to reset
• Abandon and re-accept the quest if possible
• Restart the game to refresh quest tracking
• If still stuck, contact support with your UID and quest details

Pet Stuck in Ceiling or Fell Through Floor

Pet pathfinding issues are among the most reported pet bugs. Pets frequently glitch through floors and roofs, especially in multi-story buildings, becoming completely inaccessible.

• Prevention: Keep pets on ground floor only - Avoid placing pet beds on upper floors
• Don't place pet furniture near stairs or elevated structures
• Avoid thin floors or structures with gaps in geometry
• Keep pet beds away from map edges and building boundaries
• If pet remains stuck after restart, contact support with your UID for manual repositioning

Recipe Not Showing After Purchase

Players report purchasing recipes but they don't appear in the crafting menu, despite payment being processed successfully.

• Check ALL recipe categories/tabs - Recipes may appear in unexpected sections (Cooking, Crafting, Furniture)
• Check your mailbox first - Some recipes arrive as mail items, not automatic unlocks
• Restart the game to force a recipe list refresh from the server
• Verify the purchase in your transaction history
• Check if the recipe requires certain hobby levels or story progress to use
• Wait 24 hours - some purchases have server sync delays
• If still missing after 24 hours, contact support with: UID, recipe name, purchase location/NPC, purchase time, and payment receipt

Snow Inside House Despite Roof

Multiple players report snow falling inside their house even with a complete roof. This appears to be a visual/collision bug.

• Check that all roof tiles are placed with no gaps
• Try removing and replacing roof sections in the affected area
• Exit and re-enter your house to refresh the environment
• This may be a known rendering issue - report it with screenshots if persistent

Known Issues & Community Tracking

Based on community reports from Steam, Discord, and player feedback. These issues are being tracked and may receive official fixes in upcoming patches.

How to Report Bugs Effectively

Help the developers fix issues faster with detailed bug reports:

1. Basic Info: Your UID, server, platform (PC/iOS/Android), device model, OS version
2. Exact Steps: List exactly what you did before the bug occurred (e.g., "1. Equipped fishing rod, 2. Joined ship event, 3. Tried to fish")
3. Expected vs Actual: What should have happened vs what actually happened
4. Time: When did it occur (date + time + timezone)
5. Frequency: Does it happen every time, sometimes, or once?
6. Evidence: Screenshots, screen recording, or error messages
7. Reproduction: Can you make it happen again? If yes, list the steps

Beta Data & Save Policy

Community release notes confirm that closed beta tests included data wipes before launch. This means beta progress does not carry over to the global release.

• Closed beta test data was wiped after test periods.
• Launch saves are permanent when linked to a live account.
• Beta participants should check in-game mail for any reward items tied to participation.

Languages & Translation Help

Language options vary by platform and region. Community reports show wide language coverage, including English, Chinese, Japanese, Korean, and several European languages.

Reported language coverage

Community Language Projects

Some communities have created independent wikis:

• Heartopia.fr - French community wiki

Interested in starting a wiki for your language? Check our translation guide!

UID & Friends

Your UID is your unique player ID for adding friends. It appears in the in-game menu and profile card.

1. Press the Watch menu (Tab on PC).
2. Open the Friendship Journal.
3. Tap the search icon and enter a friend's UID.
4. Spend 1 Wish star to send the request.

Account Security & Login Methods

Heartopia supports multiple login methods to access your account. Understanding how these work can prevent login issues and keep your account secure.

Supported Login Methods

You can create and access your Heartopia account using:

• Google - Sign in with your Google account
• Apple ID - Sign in with your Apple account (iOS; Mac only if the iOS app is supported)
• TapTap - Sign in through TapTap platform
• Facebook - Sign in with your Facebook account

Login Method Issues

Common problems and solutions:

• Can't log in after reinstalling: Make sure you're using the same login method (Google/Apple/TapTap/Facebook) you used when first creating your account
• Account shows as new: You likely used a different login method. Try all methods you have accounts for
• Lost access to login provider: Contact official support immediately with proof of account ownership (purchase receipts, UID, screenshots)

How to Unbind or Switch Login Methods

If you need to unbind a login method (like Facebook) and switch to a different one (like email), this CANNOT be done by players directly.

You must contact official support:

1. Go to official Discord → #support channel
2. Or use in-game feedback: Settings → Feedback → "Account Issue"
3. Provide your account details:
   • Your UID
   • Current login method
   • Desired new login method
   • Reason for change (security concerns, lost access, etc.)
4. Official support will verify your account ownership and assist with the change

Account Security Best Practices

• Enable 2FA: Turn on two-factor authentication for your login provider (Google, Apple, Facebook)
• Use strong passwords: Ensure your login provider account has a unique, strong password
• Review connected apps: Periodically check which apps have access to your Google/Facebook/Apple account
• Keep purchase receipts: Save all payment receipts as proof of account ownership
• Note your UID: Write down your UID somewhere safe for account recovery
• Link backup method: If possible, link multiple login methods to your account (check in-game settings)

Account Recovery

If you've lost access to your account:

1. Try all login methods: Test Google, Apple, TapTap, and Facebook if you have accounts on those platforms
2. Check for typos: Ensure you're entering the correct email/username for each method
3. Verify server: Make sure you're selecting the correct server (Americas, SEA, Global)
4. Contact official support: Provide as much information as possible:
   • UID (if you remember it)
   • Character name
   • Approximate account creation date
   • Purchase receipts
   • Screenshots of your character/town
   • Login method you believe you used

Security Concerns

If you suspect your account may be compromised:

• Change your login provider password immediately (Google/Facebook/Apple/TapTap)
• Enable 2FA on your login provider if not already enabled
• Check your login provider's recent login history for suspicious activity
• Review which apps have access to your account and revoke unknown apps
• Contact Heartopia support to request a login method change if needed
• Monitor your account for unauthorized purchases or changes

Official Support Channels

If you are blocked, use the official channels below. Discord generally responds the fastest.

Bug report checklist

• Device model and OS version
• UID and server
• Exact time the issue occurred
• Steps to reproduce
• Screenshots or video (if possible)

Redeem Codes

Codes expire quickly. Always redeem as soon as possible and double-check capitalization.

Quick Reference

Sources & Research

We cross-check official announcements, community documentation, and player feedback. If you notice a mismatch, please let us know.