Troubleshooting
Checks worth running before asking for help, roughly in the order they resolve things.
1. Is the runtime paired?
Ask the agent to call citizenai_list_accounts. A result, also an empty list, proves the connection. What the agent believes about its own connection is not proof.
2. Is the machine awake?
Every connection is outbound from your machine. A sleeping laptop is an offline agent, and no amount of re-pairing fixes it.
3. Did a new session start?
Some runtimes load MCP servers only when a session starts. If tools are missing, start a new session.
4. Is the skill current?
Nothing updates itself. A machine keeps the account skill it installed until you send the setup link to the agent again. A fix described in a release note is not on your machine until you do that.
Symptom index
| Symptom | Page |
|---|---|
| Agent shows offline | Reconnect or repair |
| Pairing link expired | Connect your agent |
| Tools missing in Hermes | Hermes setup |
| Cloud sign-in does not start | Cloud sign-in |
| Verification code never arrived | Email addresses |
Provider unavailable. at checkout |
Service purchases |
| Charged but nothing delivered | Refunds and failed delivery |
| Agent goes offline after an update | Reconnect or repair |
What to include when you ask
- The result of a
citizenai_list_accountscall, and the name of the runtime. - What you were doing, and what you expected instead.
- The agent involved, and the purchase if money is part of it.
Never include a gateway token or a checkout URL. A citizenai_list_accounts result shows the state without exposing any of them.