The app won’t load or shows a blank screen.
Force-refresh the page — pull down to refresh on mobile, or hold Shift and tap reload on desktop. If that doesn’t clear it, open your browser settings, clear the site cache for this app, and reload. On Android you can also go to Settings → Apps → find your browser → Clear cache.
My Stardust balance looks wrong even though I’m on PASS.
PASS Stardust is added at the start of each billing cycle. Reload the app and check Brain Power or the Upgrade page again. If the balance still has not updated, contact support — your monthly grant may not have processed.
The AI stopped responding or gives an error.
Check the Energy meter in Brain Power, then retry the message. If Energy is exhausted, wait for its refill or use a connected BYOK provider. PASS members should also check Stardust for demanding work. Persistent errors may be a provider outage; check the Helix support portal for current status.
The Terms of Service gate keeps reappearing.
The gate appears when we ship an updated version of the Terms (re-agreement is required), or after a session reset. Agree to continue. If it reappears on every login without a new version being shown, sign out and back in to re-sync your acceptance record.
Settings or preferences aren’t saving.
Settings that confirm after save require a server round-trip — they won’t persist offline. Check your internet connection. Theme and appearance changes are saved locally and work offline.
An app shows a blank page or “failed to load.”
Return to the home screen and reopen the app. If the issue continues after a force-refresh, the app may be in active development. Check the Helix portal for known issues.
The Back button doesn’t go where I expect.
CE uses its own in-app navigation stack rather than the browser’s history, so Back always returns to the previous CE screen. To jump straight to the home dashboard, tap the Home button in the bottom nav.
I forgot my password or can’t log in.
Use the Forgot password link on the login screen. If the reset email doesn’t arrive within a few minutes, check your spam folder. Still locked out? Contact support via the Helix portal.