Don't worry if you can't seem to find your favorite plushie! When you so thoroughly imbue virtual items with life of their own, it is to be expected that they will occasionally go rogue and simply up and disappear to who knows what god-forsaken place for their occult plushie rituals.
Missing items in the app can include plushies and other virtual objects. A simple restart will bring any of these missing items home again!
Other potential causes for missing items include Marketplace or Black Market listings, active trades, or cache problems.
Double tap on the home button on your device (or swipe up to launch your multitasker). Swipe up on the preview for Highrise, and then reload the app. Any missing items should reappear in their respective clothing, furniture or gold bar inventory.
If the issue persists, try clearing the app’s cache by going to Settings > Performance > Clear downloaded contents. This can refresh corrupted local assets without deleting your items. Alternatively, you can reinstall the app. For iOS, log out, uninstall the app, restart your device, reinstall Highrise, and log back in. For Android, clear storage and cache, uninstall the app, restart your device, and reinstall Highrise.
Still not there? Before restarting, ensure that you are using the latest version of the Highrise app, as updates often resolve bugs or glitches. Open your device's app store, search for the Highrise app, and install any available updates before proceeding.
We can help track it down! In your support ticket, be sure to include such information as: Additionally, check the MY ITEMS section within the app under CONSUMABLES or ACCOUNT BOUND sections, as sometimes items may be listed there. For missing quest items, make sure to locate them under account-bound items.
Items listed on the Marketplace or Black Market are temporarily removed from your inventory. Check your active listings in these sections to ensure the items are not listed there. Expired Marketplace listings (after 30 days) automatically return items to your inventory. Additionally, missing items after a trade can occur due to incomplete transactions or unclaimed items. Verify the trade completion by checking your trade history, claim items from the trade window by navigating to the other user’s profile, and cancel any active trades to return items to your inventory. Account Bound Items, such as those linked to features like Snugglin, may show as “0 Owned” in the trade window but can still be equipped. Note that unused event items expire when the event ends and will not appear in your inventory. Purchased items in containers can be found under the “Consumables” section in your inventory. Open the container to access the items.
When you first acquired the item, and from whom
When you first noticed it missing
Was it ever in your Storefront?
Was it ever in trade?
With whom were you trading, and when?
What's its favorite bedtime snack?
Were you wearing it during an update?
And any other information which may be useful! If you notice it disappeared after you equipped a new grab item, for example, we may be able to trace whatever bug caused it to vanish.
Specify your device's make, model, operating system, and the version of the Highrise app you are using to aid in troubleshooting.
To submit a support ticket, tap the menu button (three lines) at the top left corner, go to "Settings," click "Support Center" at the bottom of the page, and submit your issue in the message box.