Helium incident

Mobile Onboarding Failures

Critical Resolved View vendor source →

Helium experienced a critical incident on September 2, 2025 affecting Mobile Hotspot Onboarding, lasting 39m. The incident has been resolved; the full update timeline is below.

Started
Sep 02, 2025, 09:22 PM UTC
Resolved
Sep 02, 2025, 10:01 PM UTC
Duration
39m
Detected by Pingoru
Sep 02, 2025, 09:22 PM UTC

Affected components

Mobile Hotspot Onboarding

Update timeline

  1. identified Sep 02, 2025, 09:22 PM UTC

    We are currently investigating reports of mobile onboarding failures. Affected users may see the following error when attempting to onboard: {"InstructionError":[2,{"Custom":6016}]} Impact: All new Mobile onboards are currently failing. Existing Mobile users are unaffected.

  2. resolved Sep 02, 2025, 10:01 PM UTC

    This incident has been resolved.