Outage in Helium

Mobile Onboarding Failures

Resolved Major
September 02, 2025 - Started about 2 months ago - Lasted 42 minutes
Official incident page

Incident Report

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.
Latest Updates ( sorted recent to last )
RESOLVED about 2 months ago - at 09/02/2025 10:01PM

This incident has been resolved.

IDENTIFIED about 2 months ago - at 09/02/2025 09:22PM

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.

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