Step 1 — Check your internet connection Make sure you are on a strong WiFi network. We strongly recommend logging in on WiFi, preferably at home, rather than cellular data or hospital networks. If you're currently in a hospital and the app isn't loading, try enabling airplane mode and working offline — you can sync once you're back on a better connection.
Step 2 — Check for an app update Open the App Store (iPhone) or Google Play Store (Android), search for Helia Connect, and check if the button says Open (you’re up to date) or Update (tap to update). Always make sure you’re on the latest version.
Step 3 — Check your storage Low storage is one of the most common causes of app issues.
• iPhone: Go to Settings → General → iPhone Storage
• Android: Go to Settings → Storage (may be under Device Care or Battery & Device Care)
If storage is low, free up space and try again.
Step 4 — Log out and log back in Sometimes a simple log out and back in resolves the issue.
Step 5 — Delete and reinstall the app If the above steps haven’t worked, delete the app entirely and reinstall it from the App Store or Google Play Store. Log back in on a strong WiFi connection.
If none of the above steps resolve the problem, please click the chat icon in the bottom right corner to submit a ticket and include the following:
• Issue you're experiencing
• Frequency/severity
• Your device type (iPhone/Android)
• Your app version
• A screenshot or screen recording of the issue
Still need help? Click the chat icon in the bottom right corner to submit a ticket.