HELP: FAQ

We are here to make sure that your experience in Herotopia is the best possible one. We have assembled a list of the most frequently asked questions. If you don’t find the answers you need, please CONTACT US.

How do I become an All-Access Superhero?
What does Herotopia cost?
How do I renew my All-Access Superhero membership?
How do I cancel my All-Access membership?
What happens if I forget my password or want to change it?
Which payment methods do you accept?
Do you accept international payment?
How do I change my payment method?
How do I change my membership plan?
Will my personal information be secure?
What is your refund policy?
What type of internet connection do I need to play?
Which Flash version do I need for Herotopia?
Why can't I see the new features on the site?
I am having trouble logging in, what should I do?
Herotopia seems slow, what should I do?
Why can't I see the entire Herotopia screen?
What if I have questions or concerns?

 How do I become an All-Access Superhero?

To become an All-Access Superhero member, click on Membership and select your preferred package.  Membership goes live when payment is processed. If you pay by credit card, membership is activated immediately. If paying by Pay Pal, membership will typically activate within 24 hours. Please check your email and click on the activation link to complete the membership process and begin the game (remember to look in your junk or spam folder too if you are having a problem).  If you are experiencing a problem, please go to Contact Us.

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What does Herotopia cost?

Herotopia is FREE for everyone with a basic membership. All-Access Superhero members pay a minimal monthly membership fee and receive special features and privileges.  All-Access Superhero members can use their Topia Tokens to buy accessories and gear for their Secret Hideout, adopt a Sidekick, choose from multiple Superpowers and Supervehicles and go to Herotopia Island.

An All-Access Superhero membership costs $5.95 a month, $29.95 for 6 months and $49.95 for a 12 month subscription. We are proud to donate a portion of subscription fees to charities voted on by our own Superheroes.

To learn more, visit our Membership page.

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How do I Renew my All-Access Membership?

If you are currently signed up for a monthly plan, you do not need to renew as your credit card or Pay Pal account will automatically be charged, unless you cancel.  Your monthly membership automatically renews to ensure that you continue to receive uninterrupted service.  If you purchased a six or twelve month plan, we will send you an email reminder to renew your membership.  You can always renew your membership status at any time.

To renew your All-Access Superhero membership, simply go to the Membership page and choose a membership plan.  It is important that you keep the same Superhero Name and Password so that you don't lose any of your features and privileges.

Please note that if you are currently a monthly recurring member switching to a six or twelve month All-Access Superhero member, you must first cancel your monthly membership and then renew your membership.  Any remaining membership time from your current membership will be added to your new one as long as the Superhero Name remains the same.

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How do I cancel my All-Access Membership?

Of course, we will be deeply sorry to hear that you want to cancel your membership.  Cancellations are permitted only on monthly membership subscriptions paid with a credit card.  To cancel a six or twelve month membership, you may do so at any time, but will still be charged the full amount and will be able to access Herotopia for the remaining time originally purchased.  In order to cancel your Membership, please go to our Membership page and then My Account where we guide you through the process.  You will need your Superhero Name and Password to complete the cancellation process and will receive an email confirmation once it has been processed. As we hope that you return as a Member, we will keep your Superhero and its privileges in the system so that you can retrieve them upon your reactivation.

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What happens if I forget my password?

If you forgot your Password, please go to the Home Page or Membership My Account page.  Please click on "If you forgot your Superhero Name or Password".  Please enter the email address used to activate your Herotopia account.  A message with your Password will be sent to your email.  

If you want to change your Password, sign in and go to Membership and then My Account.  You will be prompted to enter your current Password and new Password option.  You will receive a new Password confirmation via email.

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Which payment methods do you accept?

Herotopia accepts several options for payment including:  VISA, Mastercard, American Express, Discover and PayPal. Payments sent directly to our offices will not be accepted.

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Do you accept international payment?

We accept all international payments which will be processed in US dollars.  Please note that your credit card company or payment processor may charge an additional International Transaction Fee for the transaction processing. We also accept British Pounds.

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How do I change my payment method?

Simply cancel your current membership by clicking on the Membership button and go to My Account and follow the instructions on how to cancel.  Then purchase a new All-Access Superhero membership by using your updated payment method.  It is important that you keep the same Superhero Name so that you don't lose any of your features and privileges.  Any remaining membership time from your current membership will be added to your new one as long as the Superhero Name remains the same.

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How do I change my membership plan?

Simply cancel your current membership by clicking on the Membership button and go to My Account and follow the instructions on how to cancel.  Then purchase a new All-Access Superhero membership plan of your choice.  It is important that you keep the same Superhero Name so that you don't lose any of your features and privileges.  Any remaining membership time from your current membership will be added to your new one as long as the Superhero Name remains the same.

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Will my personal information be secure?

Your payment information is sent directly to your financial institution for verification.  Your financial information does not go through our servers and therefore is not stored by us. Our secure certificate uses 256 bit encryption technology to ensure payment security.

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What is your refund policy?

Herotopia membership plans are non-refundable and non-transferrable.

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What type of internet connection do I need to play?

You will need a broadband connection of 256 kbps or greater to play Herotopia.  If you have a DSL or cable internet connection, Herotopia will work great.

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Which Flash version do I need for Herotopia?

You will need Flash version 10 to play Herotopia.  If you don't have or know which Flash version you have, click here to download the latest version.

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Why can't I see the new features on the site?

Herotopia is always coming out with new features and updates.  If you can't see these new features, you might want to trying refreshing your browsers cache.

For Internet Explorer, click on "Tools" and then "Internet Options," then "Delete temporary Internet files".

For Mac/Safari, click on "Safari," then "Empty Cache".

For Firefox, click on "Tools," then "Options," then "Privacy," then "Cache," then "Clear".

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I am having trouble logging in, what should I do?

Please make sure you are using the correct Superhero Name and Password. Your Password is case sensitive, so include any capital letters if you used any when you signed up. If you forgot your Superhero Name or Password, click on the links for “Forgot Superhero Name or Password” and follow the steps to create a new one.

If you still have trouble logging in CLICK HERE to contact us.

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Herotopia seems slow, what should I do?

You can take the following steps to speed up Herotopia:

Please make sure you are not running any other programs on your computer.  Try clearing your cache (as described above). Finally, please refresh or reload the web page.

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Why can't I see the entire Herotopia screen?

If you are on a PC, click the F11 key on the top row of your keyboard. This will maximize your browser window.  To return to normal size, click the F11 key again.

If you are using an Apple Mac click on the apple icon in the top right corner, select "System Preferences" and then "Dock". Put the dock on the left or the right of the screen. You should now have enough space to try moving the application "Dock"  to the left or right of the screen, or right click on the divider line and select "Turn hiding on."  This should give you enough space to expand your browser window to the bottom of your screen.

Also, Herotopia works best on a screen with a minimum resolution of 1024x768.

If you are still experiencing technical issues, please contact us at herohelp@herotopia.com.

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What if I have questions or concerns?

We invite you to contact herohelp@herotopia.com if you have any questions or concerns, and we will do our best to answer them. We'd like to emphasize that our customers are very important to us and we want to make sure you have a great experience playing Herotopia. Your experience playing Herotopia should be largely unaffected by this change, and in fact you're likely to see many exciting developments in the future as a result.

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"Why are Superheroes so lucky? They get to wear their underwear OUTSIDE of their clothes!"

Morgan

"Q.  What is the color of a burp? A.  Burple!"

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