When our team confirms that a pricing correction has been made in Helia, your next step is to resubmit your case. But before you do, you'll need to refresh the affected items — otherwise the case will still show the old pricing.
Follow these steps exactly
Open the case in the Helia Connect app.
Tap Edit in the top right corner.
Tap the item that had the pricing issue.
Tap the trash can icon to delete it from the case.
Re-add the same item from the catalog — the updated pricing will now populate.
Repeat for any other items affected by the pricing fix.
Review the full case to confirm all details and pricing look correct.
Tap Submit to send the case back to the facility.
Why do I have to delete and re-add the item?
Items added before a pricing update was loaded into Helia will retain the old pricing until they are refreshed. Deleting and re-adding forces the app to pull the current contract pricing for that item.
What if the pricing still looks wrong after I re-add the item?
Do not submit the case. Submit a ticket by clicking the chat icon in the bottom right corner with the item number and DO# and let our team know the pricing still isn't reflecting correctly after the refresh.
Still need help? Click the chat icon in the bottom right corner to submit a ticket.