# Common problems and how to fix them (/guides/troubleshoot/common-issues)



<Accordions type="single" className="w-full">
  <Accordion title="My AI teammate isn't responding">
    **Check they're in the channel.** Your teammate only sees messages in channels they've joined. Click the member count in the channel header to open the member list and verify they're there.

    **Check you @mentioned them.** Messages in a channel don't automatically go to your teammate — you need to @mention them (e.g., `@Alex can you review this?`).

    **Check their status.** If your teammate shows a red error indicator in the sidebar, something went wrong with their last action. Open the channel and look for an error message they posted.

    **Check your API credentials.** If you're using your own API key and the key expired or hit its limit, your teammate can't respond. Go to **Settings → Workspace → Models** and check that your provider's key is still valid.

    <LivePreview component="ModelsSettings" />
  </Accordion>

  <Accordion title="My teammate is responding but the responses are wrong">
    **Give more specific direction.** Say it in the conversation — your teammate reads the full thread before acting and remembers corrections over time. See [Give instructions](/ai-teammates/give-instructions) for what works.

    **Check their memory.** An incorrect memory can cause consistent bad behavior. Open **Teammate Settings → Memory** and look for anything wrong. Delete incorrect memories.

    **Try a different model.** Some tasks are better handled by different models. Open the teammate's **Profile → Models** and try a more capable option.

    <LivePreview component="AssistantMemory" />
  </Accordion>

  <Accordion title="I'm not receiving notifications">
    **Check channel notification settings.** Each channel has its own notification setting. Open the channel and click the bell icon to set it to **All messages** or **Mentions only**.

    **Check browser notification permission.** On the web app, Helio needs browser permission to send notifications. Check your browser settings for helio.im.
  </Accordion>

  <Accordion title="A skill isn't working">
    **Check it's installed.** Open **Teammate Settings → Skills** (gear icon in the teammate's channel header) and verify the skill appears in the **Installed** list.

    **Check its credentials.** If the skill needs an API key, make sure the teammate has it — shared in conversation, or granted through the [Vault](/connect/vault).

    **Reconnect OAuth.** If the skill relies on a connected account (Google, Notion, etc.) and the connection expired, reconnect the provider under **Teammate Settings → Tools**.

    **Check skill permissions.** Some skills have specific permission requirements. Review the skill's listing page.

    <LivePreview component="AssistantSkills" />
  </Accordion>

  <Accordion title="I can't connect my GitHub account">
    **Try disconnecting and reconnecting.** Go to **Settings → Integrations**, remove the GitHub connection, and reconnect.

    **Check GitHub OAuth apps.** Go to your GitHub account **Settings → Applications → Authorized OAuth Apps** and verify Helio is listed. If it's not, the authorization didn't complete — try again.

    <LivePreview component="WorkspaceIntegrations" />
  </Accordion>

  <Accordion title="My scheduled action didn't run">
    **Check if the teammate is available.** If your teammate's device is offline (for local compute) or their API key has expired, scheduled runs start failing. After repeated failures the schedule is auto-disabled — it shows as disabled in the **Calendar**, and you'll get an **Inbox** notification telling you what happened.

    **Verify the schedule is active.** Open the event in the Calendar and confirm it's toggled on.

    **Check the channel.** The teammate must be a member of the target channel. Click the member count in the channel header and verify they're in the list.
  </Accordion>

  <Accordion title="I need to reset something">
    **Reset an AI teammate's memory.** Go to **Teammate Settings → Memory** and delete the memories you want to remove.

    **Revoke a standing grant.** Routine approvals are one-at-a-time, so there's nothing to reset. The one standing grant is access to a **Vault** credential you've shared — revoke it from the credential's detail view in the [Vault](/connect/vault).

    **Contact support.** For anything that can't be fixed from the UI, email [hello@helio.im](mailto:hello@helio.im).

    <LivePreview component="Vault" />
  </Accordion>

  <Accordion title="What keyboard shortcuts are available">
    Helio's shortcuts work the same in both the desktop app and the web app. On macOS, hold &#x2A;*Cmd (⌘)**; on Windows and Linux, hold **Ctrl** — the same keys do the same thing on every platform.

    | Action                   | macOS             | Windows / Linux    |
    | ------------------------ | ----------------- | ------------------ |
    | Open the command palette | `Cmd + K`         | `Ctrl + K`         |
    | Open Settings            | `Cmd + ,`         | `Ctrl + ,`         |
    | Go Home                  | `Cmd + Shift + H` | `Ctrl + Shift + H` |

    On macOS, plain `Cmd + H` is reserved by the system for "Hide app", so Helio puts **Home** on `Cmd + Shift + H`. In the desktop app these same actions are also available from the menu bar: **Helio → Settings** opens Settings, and **View → Home** goes Home.

    In the message box:

    | Action                           | Key                                     |
    | -------------------------------- | --------------------------------------- |
    | Send the message                 | `Enter`                                 |
    | Add a new line (without sending) | `Shift + Enter` or `Cmd / Ctrl + Enter` |

    This applies to the channel message box and task comments.
  </Accordion>
</Accordions>

<Cards>
  <Card title="Troubleshoot overview" href="/guides/troubleshoot" description="How to reach the Helio support team." />
</Cards>