Troubleshooting

#help Moved? Where to Get Support Now

A fast route to get unstuck when the old support channel is archived, moved, or read-only.

If you’re seeing “this channel has moved” (or you post in #help and nothing happens), the fix is usually simple: use the current support entry point and include a clean issue packet.

Most common mistake

People keep retrying in an archived channel and assume support is down. It usually isn’t—your message just isn’t landing in the active queue.

2-Minute Recovery Flow

Confirm channel state: if you see a moved/archived banner, stop posting there.
Use the active support path: open support via heyron.ai/support.
Paste exact error text (no paraphrasing).
Include where it failed: Discord DM, server channel, Telegram, dashboard, etc.
Add one fresh reproduction attempt with timestamp + timezone.

Support Packet (Copy/Paste)

Issue summary:
What I expected:
What happened instead:
Exact error text (full line):
Where it failed (DM/server/dashboard/other):
One fresh repro attempt + result:
Timestamp + timezone:
Workspace/session context (if relevant):
Link to active support ticket (if already opened):

If You Already Opened a Ticket But Got No Reply Yet

Do not open duplicates right away. Add new evidence to the same ticket first.
Add one concrete update: new exact error line, fresh timestamp, or changed destination context.
Confirm your DM settings in case support tried a private follow-up.
If the original channel is legacy/moved, include your new support link in the update so triage can merge context.

How to Tell If You’re in the Wrong Place

You can read the channel, but new posts are blocked or ignored.
A banner says the channel moved/archived/replaced.
Old support instructions point to a channel that no longer appears in server nav for new users.
Multiple retries in the same channel get no ticket thread or triage follow-up.

High-Friction Edge Cases

1) DM disabled, so bot can’t reply privately

If private DMs are off, support workflows that rely on DM callbacks can fail silently. Include this in your ticket so support uses a channel/thread fallback immediately.

2) Wrong server/account context

If you run the agent in one account/server and open support from another, responders can’t match your context. Include the exact workspace/server where failure occurred.

3) Cross-posting the same issue in multiple places

Duplicate reports fragment evidence and slow triage. Keep one canonical thread and append updates there.

4) “I opened support, but I only got silence”

Usually this is missing evidence, DM callback failure, or a duplicate report split across channels. Add exact error text + one fresh repro result to your existing ticket before opening a new one.

Loop-break rule

After one clean repro + one clean ticket, stop retrying blindly. Wait for triage or provide new evidence only.

Security note

Never include API keys, bot tokens, or full secrets in support tickets. Share only redacted values.