Supplier/Distributor Representatives
Answers for supplier and distributor reps submitting cases and managing orders in the Helia app.
74 articles
Getting Started with Helia
New to Helia? Learn how to get access, complete training, download the app, and set up your account as a rep or distributor.
What is Helia?An overview of what Helia is, how the bill-only process works, and how it benefits reps and facilities.
Why is my app updating and can I keep working?What contract updates mean in Helia Connect, how background downloads work, and what to do if an update fails on your device.
How is pricing determined and how are items loaded into Helia? [Rep]How Helia sets pricing before go-live, why reps cannot enter prices, and what to do if an item or price looks incorrect in the app.
Who uses the Helia Connect app vs. the web platform?Understand whether you need the mobile app or web platform based on your role as a rep or facility team member.
How do I get access to Helia Connect as a rep?How to get access to Helia as a new rep — complete training, request your account, and set up your login.
Where can I find the training?Where to find the required Helia Connect training video for new reps and distributors before account setup.
I received my invite. How do I set up my account?Step-by-step guide to accepting your Helia invitation, setting your password, and logging into the app for the first time.
Which facilities can I submit cases for?How to find out which facilities you're set up for in Helia, and what to do if a facility isn't showing in your account.
How do I get access to a facility that isn’t on my account yet?How to request access to a facility not showing in your app or account.
I work for a distributor. Is my setup different from a direct rep?How distributor rep accounts differ from direct rep setup in Helia.
How do I update my profile — email address, company, or facility access?How to update your email address, company, facility access, or profile in Helia.
Submitting Cases
How to submit a delivery order in Helia — adding items, finding surgeons, nurse signatures, offline mode, and past procedures.
The surgeon I need isn’t showing up. What do I do?What to do when a surgeon isn’t showing up or can’t be found in the app.
What is a CAP code and how do I submit bundled items? [Rep]Learn what CAP codes are, how they work as bundled/kit pricing in Helia, and what to do if your case is rejected because of one.
What is a ‘restock’ and how do I mark it?What the restock feature is in Helia and why you most likely don't need to use it.
How do I submit a case for a procedure that happened days or weeks ago?How to submit a case for a procedure that happened days or weeks ago.
How do I add nursing staff information and collect a signature?How to add nurse information and collect a signature before submitting a case.
The Department field filled in automatically — is that correct?Why the Department field auto-populates when you select a Procedure in Helia Connect, and what to do if it stays blank or looks wrong.
My pricing was updated — do I need to delete and re-add my items?What to do after Helia updates pricing on a case — when to delete and re-add items to make sure the correct price populates.
My pricing was rejected — is it a Helia issue or a contract issue?How to tell whether a pricing rejection in Helia is a catalog issue, a contract gap, or a submission error — and what to do next.
What are exception statuses — wasted, explanted, broken — and how do I use them?What wasted, explanted, and broken exception statuses mean in Helia and how pricing is automatically applied for non-implanted items.
What is a bill-only order, and what types of cases go through Helia? [Rep]Understand what bill-only means, which cases belong in Helia, and what to do if you're unsure whether your case qualifies.
What happens if a contract expires while my case is still in progress? [Rep]What a contract expiration means for your pending Helia cases, how to handle rejections, and what to do while a renewal is in progress.
Why does the same item price differently at different facilities? [Rep]Why pricing varies by facility in Helia, how local agreements work, and what to do if a price looks wrong at a specific location.
Why does the pricing look wrong when I'm adding items to a case? [Rep]What to do when pricing on an item doesn't look right before you submit — how to identify what's happening and whether to proceed.
How do I submit my first case?Step-by-step walkthrough for submitting your first delivery order in the Helia Connect mobile app.
Why won't my case submit?What to do when the submit button is greyed out, fields are highlighted pink/red, a case won't go through, or a rejection reason isn't showing.
How do I add, update, or remove items on a case?How to add items from the catalog, update quantities, or delete items from a case before or after submission.
Rejected Cases
What to do when a case is rejected — how to read rejection comments, make corrections, resubmit, and understand auto-rejections.
What does ‘auto-reject’ mean and why did it happen?What auto-reject means, why it happens, and how to resubmit your case.
How do I reassign a case to another rep?Step-by-step instructions for reassigning a case in Helia and what to expect after.
Why did my case get rejected by automation — and what does that mean?What Helia's automated rejection system is, why it fires, and what steps to take when your case is auto-rejected before facility review.
How do I update the surgery type or case code on a rejected case?How to correct the surgery type, case code, or procedure on a rejected Helia case before resubmitting to the facility for review.
The facility says there's an extra item on my case — what do I do? [Rep]How to resolve an extra item flag on your Helia case, who to contact at the facility, and how to prevent it next time.
My case was rejected for pricing — what do I do? [Rep]What to do when a case comes back rejected for a pricing issue — how to read the rejection, identify the cause, and get it resolved.
My case was rejected. What should I do?What to do when a case is rejected — how to read comments, make corrections, and resubmit to the facility.
I accidentally rejected my case back to myself. What now?What happens when you edit a submitted case and it gets auto-rejected, and how to quickly resubmit it.
Can I resubmit a rejected case, or do I need to create a new one?You never need to start over after a rejection — how to resubmit the existing case with corrections.
I made the corrections but my case keeps getting rejected. What's happening?Why a case might keep getting rejected after corrections, and how to identify and fix recurring rejection issues.
Items & Catalog
How items, pricing, and catalog work in Helia — including off-contract items, CAP codes, SINs, UOM, bundles, and missing items.
What is a SIN and what do I do if an item is tied to the wrong one? [Rep]What a SIN is and what to do if an item is tied to the wrong contract or SIN.
Why does an item show a different price per box vs. per unit?Why an item shows a different price per box vs. per unit, and how to fix it.
I was told to resubmit my case after a pricing fix — here's exactly howHow to resubmit a case in Helia after a pricing fix, including how to delete and re-add items to refresh pricing.
A new item was added to my company's catalog — how do I get it added to Helia? [Rep]How new items get added to Helia, who needs to act, and what to do if an item you need is missing from the app.
I can't find an item in Helia. What should I do?What to do when an item isn't showing up in the Helia catalog — missing items, wrong item numbers, and add requests.
An item says "not on contract." What does that mean?What the not-on-contract flag means on a case item, and what action if any you need to take as the rep.
What does "multiple pricing sections available" mean?What the multiple pricing sections message means on a case and whether you need to take action as a rep.
There's a unit of measure (UOM) issue on my case. What do I do? [Rep]What to do when there's a UOM or unit of measure mismatch on an item — how to report it and get it resolved.
How do I request a product be added to the catalog?How to request a new item or product be added to the Helia catalog when it's missing from search results.
Orders & Purchase Orders
How to find your cases, track PO status, update case details, handle duplicates, and request deletions or corrections.
What is a DO#?What a DO# (Delivery Order number) is, where to find it, and when you'll need it when contacting support.
How do I update the date of surgery on a case I already submitted?How to correct the date of surgery on a case that’s already been submitted.
A case was reassigned to me that I didn't submit. What do I do?What it means when a case lands on your account that you didn't create, and what to do next.
How do I request a case be deleted or cancelled?How to delete a case in Helia and when to contact the Member Success team.
There are duplicate cases for the same procedure. What do I do? [Rep]How to identify and delete a duplicate case from the Helia Connect app.
How long should I wait before reaching out about my PO?Realistic PO timelines in Helia, what to check before contacting support, and when it's appropriate to escalate a missing purchase order.
I received a case that was auto-generated. What is it and what do I do?What auto-generated cases in Helia are, why they appear in your queue, and what action if any you need to take on them.
Can a bill-only order be reassigned after it's already been processed and invoiced? [Rep]What happens when a bill-only order in Helia has already received a PO and been invoiced, and what options exist if reassignment is needed.
My case has been sitting in 'Review Delivery Order' for a long time — what's happening? [Rep]Why your submitted Helia case may be stuck in Review Delivery Order and what you can do to help move it forward.
I can't find my case or order. Where do I look?How to find a missing case or order in the Helia app using filters, search, and date ranges.
I submitted my case but haven't received a PO yet. What should I check?Why a PO might not have arrived yet after submitting a case, and how to check the status and next steps.
What do the order statuses mean? [Rep]A plain-English guide to every order status in Helia — what each one means and what action if any is needed.
How do I download a PDF of my order? [Rep]How to download a PDF copy of a delivery order from the Helia Connect app as a supplier rep.
How do I find my PO number?How to locate the PO number for an approved case in the Helia Connect app.
Why are there two POs on my case — and what do I do?What it means when a single Helia case receives two purchase orders and what to do next.
Account, Login & App Support
How to update your email, reset your password, manage facility access, and handle account changes when switching companies or territories.
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.