If delivery orders from your facility are not appearing in your queue — or you are only seeing orders from facilities you do not manage — start with a quick filter check before assuming there is a deeper issue.
Check your filters first
Log into heliaconnect.com and open your Delivery Orders view. Clear all active filters — including date range, supplier, and status filters — and check whether orders appear. If they do, the issue is a saved filter setting, not a permissions problem.
If your facility recently went live on Helia
If your facility has recently gone live, an empty queue may simply mean that no cases have been submitted yet. Reps need to submit their first case through Helia before anything will appear in your queue. If you know a procedure has taken place since your go-live date, check in with the rep directly to confirm whether they submitted it through Helia. If they haven't, direct them to submit through Helia.
If orders still are not showing after clearing filters
Your account likely does not have the correct facility access configured. This can happen when:
Your account was set up with access to a different facility than intended
You were recently added to Helia and your facility was not included in the initial configuration
Your role was recently changed and the access was not updated to match
What to do
Submit a ticket by clicking the chat icon in the bottom right corner with:
Your name and email address associated with your Helia account
The facility or facilities you should be able to see
What you are currently seeing instead — including any facility names appearing incorrectly
Our team will review your account configuration and correct your access. If there are open delivery orders waiting on your review, note that in your ticket and we will flag those as well.
Still need help? Click the chat icon in the bottom right corner to submit a ticket.