How to get help
Open a support ticket that gets fixed fast, follow it up, and reopen it if the problem comes back.
In this tutorial
When something's wrong and the troubleshooting steps haven't fixed it, open a support ticket. A person on our team reads every one. The replies come to your email and appear on the ticket's own page.
The single biggest thing that speeds up a fix is a clear ticket. Here's how to write one, follow it up, and reopen it if the problem comes back.
Open a ticket
- Go to heyron.ai/support, or click Support in your dashboard's left menu.
- Fill in the form:
- Email: the one you use for Heyron.
- Category: Billing, Connection, Bug, Usage question or Other.
- Agent name (optional, but helpful if you have more than one agent).
- What happened? See below for what to write.
- Files: screenshots or documents (PNG, JPG, GIF, WebP, PDF or TXT, up to 10 MB each).
- Click Submit Ticket.
We'll email you a private link to your ticket. Keep it: that's where you'll see our replies and add updates.
What to write
Support can fix in one reply what would otherwise take five, if the ticket has these:
- What you expected to happen
- What happened instead
- The exact error text, copied, not paraphrased
- Where it happened: dashboard chat, Telegram, WhatsApp, Discord
- Roughly when, with your time zone
- What you've already tried
- Passwords, API keys or bot tokens
- Full card numbers
- Private details of your own customers
- "It's broken" with nothing else
Here's a template you can copy into the What happened? box:
Expected: My agent replies in Telegram.
Actual: It shows "typing" and then nothing. The dashboard chat works fine.
Exact error: none shown in Telegram.
When: Today around 3pm, US Eastern.
Already tried: Restarted the agent, started a new chat.
One screenshot of the error is worth a paragraph of description. Make sure it doesn't show any keys or tokens.
Follow up or add details
Open the link from your email to see your ticket. Use Add an update to reply, add more details or attach files. Please add to the same ticket rather than opening a new one for the same problem, so the history stays in one place.
If it's marked resolved but still broken
Open the ticket and use Add an update. Adding an update to a resolved or closed ticket reopens it automatically.
To get it moving quickly, say it's still happening and give fresh evidence: the exact error you see now, when you last tried, and anything that's changed since. Open a new ticket only if it's a different problem.
Find your old tickets
On the support page, open View old support tickets. If you're logged in, your tickets are listed there. If you're not, enter your email and we'll send links to your tickets to that inbox.
Faster help in your dashboard
Some members have a Support tab on their agent page, with a support assistant that can check your agent's logs, run checks and restart it, even when the agent itself is down. If it can't fix the problem, Create a ticket takes you to the form. If you don't see a Support tab, use the ticket form: it reaches the same team.
Frequently asked questions
How do I contact Heyron support?
Open a ticket at heyron.ai/support. Replies come by email and appear on your ticket page.
How do I know my ticket was received?
You'll get an email with a private link to your ticket straight away. If you don't see it, check your spam folder.
Can I reopen a ticket?
Yes. Add an update to a resolved or closed ticket and it reopens automatically.
Should I include my API key or bot token so you can check it?
No. Never send keys, tokens or passwords in a ticket. We'll tell you exactly what we need if we need anything.
Where do I ask questions about building my business?
In the Solo Software Studio community, included with your membership. Find it on the Community page in your dashboard.