Hero setup involves several steps between the app and the smart dispenser. If the process gets interrupted or freezes, the steps below cover the most common stuck states and how to recover from each one.
App is stuck on the medication loading video
The app shows a looping video of how to load medications and won't move past it.
Fix: The app is waiting for you to start loading meds on the physical device — it won't advance on its own. Go to your Hero smart dispenser and follow the on-screen prompts to open the door and begin loading. Once you start the loading process on the device, the app will automatically advance.
If the device doesn't prompt you to load: perform a soft reset - unplug the device for 2 minutes; plug it in while pressing and holding the Center and Left Arrow buttons simultaneously until the device restarts. Then follow the prompts on the device.
"Pills added too soon" error
The device is showing a message that pills were added too soon.
Fix: Remove all pills from every cartridge, returning them to original packaging. In case you are unable to recognize any of the pills, please reach out to your pharmacist for help. Perform a soft reset and start again.
Pairing code screen freezes after entering the code
You enter the 8-digit pairing code in the app, but the screen just sits there and nothing happens.
Fix: The most common cause is that the account confirmation email hasn't been verified yet. Check the email inbox associated with your account order for an email from Hero with subject line "Confirm your Hero account" and click the link — you must open it on a mobile device (phones or tablets), not a computer. Once confirmed, the app should advance automatically. If you've already confirmed, force-close the app, reopen it, and sign in as an existing user.
Note: Multiple confirmation emails may have been sent. Use the most recent one — older links may no longer work.
App keeps looping back to the sign-in screen
Every time you enter your credentials or a one-time code, the app returns to the sign-in screen without logging you in.
Fix: Sign in using your Hero account email. Make sure you select "I'm an existing user" if you ever used Hero before, alternatively use "I am new to Hero." Additionally, make sure that you have the latest version of Hero app installed by checking Appstore or Google store.
Device is stuck on the 'Preparing' or 'Confirming changes' screen
The Hero device displays 'Preparing' or 'Confirming changes' for several minutes without progressing.
Fix: Unplug the device, wait 2 minutes, and plug it back in. This power cycle resolves most sync issues. If the message returns, perform the soft reset: unplug for 2 minutes, then hold the Center and Left Arrow buttons simultaneously while the device is plugged in until the ring light flashes orange, then release.
App stuck on Apple/Google Health
The app is stuck on health data sync.
Fix: If you have enlarged font size, you won't be able to permit the app to sync your health data. There are two phone settings for font size adjustments in your phone:
Settings > Accessibility: tap on Display & Text Size and turn Larger text off. Return to the app and permit health data sync.
Settings > Display and Brightness: tap on Text Size
Still stuck?
If none of the above resolves your issue, contact Hero Support at 855-855-9962. Have your device serial number (printed on the back of the dispenser, starting with H100) ready to speed up troubleshooting.