Hardware FAQ

Some Helix Pay terminals are standalone devices, while others depend on a smartphone. If you're using a smartphone to connect to the terminal, follow all prompts on the Helix app to establish the connection. The terminal connects via Bluetooth, which needs to be enabled, along with location services, to ensure a reliable connection to the payment terminal. It's recommended to have the battery level of the terminal above 10% for optimal performance. To charge the reader, please use the provided USB cable.

If you encounter issues connecting the terminal, consider these steps:

• Ensure Bluetooth is enabled on your smartphone.
• Ensure location access is enabled for the Helix Pay app.
• Make sure the payment terminal is sufficiently charged. Charging typically takes about an hour or two to fully complete. A fully charged terminal should last all day or around 250 transactions.
• If the device was previously paired in the Helix Pay app, "forget" the device in the app, turn off the terminal, then turn it back on and reconnect.
• If the issue persists, restart the Helix Pay application and attempt to reconnect.
• If you're still unable to connect, uninstall the Helix Pay app, then reinstall it and try pairing again.
• If you continue to experience issues, please contact support for further assistance.

If the terminal displays error messages or refuses payments, contact support. Always store the terminal in a dry and cool environment. Physical abuse might cause the terminal to enter an "Anti-tamper" mode, which cannot be repaired and will require replacement. For such situations, please contact support or purchase a new device from our shop.