Help
Troubleshooting
Common issues and their solutions
API Issues
API Key Not Working
API Key Not Working
If your API key isn’t working:
- Verify the key is correctly copied
- Check if the key is active in Studio dashboard
- Ensure the key has required permissions
- Confirm the key is added in header:
x-hl-api-key
Streaming Response Issues
Streaming Response Issues
If streaming isn’t working:
- Verify your client supports streaming
- Check network connectivity
- Ensure correct endpoint usage
- Implement proper error handling
Content & Response Issues
Content Moderation Blocks
Content Moderation Blocks
If content is being blocked:
- Review content guidelines
- Check for prohibited content
- Modify input to comply with policies
- Contact support for clarification
Unexpected AI Responses
Unexpected AI Responses
To improve response quality:
- Adjust temperature settings
- Check attached knowledge sources
- Update model parameters
Token Limit Errors
Token Limit Errors
When hitting token limits:
- Reduce input length
- Split into smaller requests
- Optimize prompt structure
- Check plan limitations
Integration Issues
Chatbot Not Appearing
Chatbot Not Appearing
If your chatbot isn’t showing:
- Verify script placement in HTML
- Check domain whitelist settings
- Confirm chatbot is published
- Review browser console for errors
Account & Billing
Access Denied
Access Denied
If you can’t access features:
- Verify account status
- Check permission settings
- Review plan limitations
- Contact support if needed
Payment Issues
Payment Issues
For billing problems:
- Verify payment method
- Check billing information
- Review transaction history
- Contact billing support
Still Need Help?
If you’re still experiencing issues:- Check our FAQ
- Review API Documentation
- Email us at support@hyperleapai.com
- Include error messages and relevant details