Account, Login & App Support
How to update your email, reset your password, manage facility access, and handle account changes when switching companies or territories.
13 articles
- The Helia Connect app isn't working. What should I do?What to do when the Helia Connect app is spinning, freezing, crashing, or not loading — troubleshooting steps before contacting support.
- How do I update my account information in Helia?Learn how to update your email address, name, phone number, or title in your Helia account profile settings.
- What happens to my Helia account if I change companies or territories?What happens to your Helia account when you change companies or territories.
- Items aren’t showing up when I search the catalog. What’s wrong?Why items aren’t showing up in catalog search and how to troubleshoot it.
- How does offline mode work? How do I use it reliably in the OR?How offline mode works and how to use Helia reliably in the OR without Wi-Fi.
- What is a SOID and where do I find it?What a SOID (Sales Order ID) is and where to find it in your system.
- How do I add a shipping charge to a case?How to add a shipping or freight charge as a line item on a case.
- How do I submit a support ticket? [Rep]How to submit a support ticket as a Helia rep — through the chat icon in the knowledge hub or directly through our AI chat assistant.
- I can't log in to Helia Connect. What should I do?Troubleshooting steps when you can't log into Helia Connect — invitation, password, training, and empty dashboard issues.
- My invite expired or I never received it. What now?What to do if your Helia invitation link expired or you never received it — how to get a new one sent.
- How do I reset my PIN?How to reset your Helia Connect PIN from the login screen or from inside the app.
- How do I reset my password?How to reset a forgotten Helia Connect password from the app login screen.
- I logged in but I can't see any cases. What's wrong?Why your case feed might be empty after logging in, and how to check filters, account linking, and case assignment.