How to contact Helcim support

It’s normal to have questions or need a helping hand when running your business—and we’re here to help when you do. We want to make sure you get the answers you need as quickly and easily as possible.

This article will walk you through the best ways to get in touch with our team, so you can get back to what matters most.

In this article

• Creating a support ticket

• Calling our support team

• Tips for a speedy resolution

• When to contact our Trust & Safety team

• Get a personalized tour or setup call

• Next steps

• FAQs

Creating a support ticket

Creating a support ticket from within your Helcim account is one of the best ways to get help. It automatically includes your account details for our team and keeps a neat record of all your conversations that you can look back on anytime.

1. Log in to your Helcim dashboard.

2. Click on the All Tools icon and select Support Tickets.

   • You can also find this page under My Business.

3. Any tickets you've created in the past will be listed here. To open a new one, click New Ticket in the top right-hand corner.

4. Fill in the Subject and provide a detailed description of your question or the issue you’re experiencing. The more details you can give us, the faster we can get to the bottom of it for you!

5. If you have any relevant screenshots, documents, or even screen recordings, you can attach them to your ticket.

6. Click Submit to send your ticket to our team.

Attachments and response times

• Our team has a 12-business-hour service level agreement for responding to tickets.

• File uploads are currently limited to 2 attachments with a maximum size of 10 MB per ticket note.

Calling our support team

If you have an urgent issue or would simply prefer to chat with a person, we welcome you to give us a call.

You can reach our support team at +1 (877) 643-5246.

Hours of operation

• Monday to Friday: 7:00 a.m. - 5:00 p.m. MST

• Saturdays: 9:00 a.m. - 5:00 p.m. MST

Tips for a speedy resolution

A little preparation can go a long way in helping us solve your issue on the first try. Regardless of how you reach out, here are a few things you can do to make the process as smooth as possible:

• Be specific: Tell us exactly what you're trying to do and what's happening. The more detailed you are, the better we can understand the situation.

• Take a picture: A screenshot or a short video of the issue is often the most helpful thing you can provide. Our team may ask for one if you haven’t sent one already.

• Tell us what you've tried: Let us know if you’ve already attempted any troubleshooting steps so we don’t ask you to do them again.

When to contact our Trust & Safety team

For certain topics related to account security and compliance, our dedicated Trust & Safety team is best equipped to help you. Please email them directly for questions about:

• Account verification

• Batch reviews

• Chargebacks

• Fraud concerns

You can reach them at trustandsafety@helcim.com.

Get a personalized tour or setup call

Sometimes you need a more personal touch, whether you're just starting out or still exploring your options. We offer dedicated one-on-one calls to help you get the most out of Helcim.

• For new merchants: Just signed up? Welcome aboard! You can book a dedicated onboarding call with one of our specialists to make sure you get set up for success. Schedule your call at https://www.helcim.com/onboarding/.

• If you haven't signed up yet: Curious if Helcim is the right fit for your business? Book a personalized product demo for a no-pressure tour of our platform. Schedule your demo at https://www.helcim.com/demo/.

Next steps

• You can track the progress of your inquiries at any time by navigating to the Support Tickets section in your account.

• Need a quick way to check if our payment services are online? Visit this article: check our system status.