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 email address in Helia?How to update or change your email address and login for Helia.
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.