HeliumHelium AI

Troubleshooting

Common issues and their solutions. If you can't find your issue here, contact support at support@he2.ai.

My agent is taking a long time to respond

Your agent may be waking from hibernation (30–45 seconds) or processing a complex task. Check the dashboard for status. If it shows "Waking your agent…", just wait.

Telegram messages aren't getting responses

Check that your bot is registered: Connections → Telegram → Status. If registered, your agent may be hibernated — send a message from the dashboard first to wake it, then try Telegram again. If not registered, re-register your bot token.

I got an approval request I didn't expect

Read it carefully. If Hermes just browsed the web and is now asking to send an email or post a message, this is the prompt injection defense working correctly. Review the full details (recipient, body, etc.) before approving.

My provisioning is stuck

If the provisioning screen has been showing for more than 10 minutes, contact support at support@he2.ai. Provisioning failures are automatically compensated with a full refund.

I want to reset my agent's memory

Send Hermes the message: "Please clear your memory files and start fresh." Hermes will delete its memory and confirm. This is irreversible.

I want to change my Telegram bot

Go to Connections → Telegram → Disconnect. Create a new bot in @BotFather. Register the new token in the dashboard. See the Telegram Setup guide.

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