Support

If you have a support request, please follow these steps for efficient assistance:

  1. Merchant Portal: Raise your support request through the "Need Help" section in the Merchant portal.
  2. Email: Send your support request via email to support@helixpay.com.
  3. Live Chat: Utilize the live chat feature when logged in.

When submitting your request, provide as much information as possible, including the ID and date of any transaction or payout if applicable. This will aid in a swift investigation of your query. Upon submitting your support request, you will receive an email confirmation with a unique ID for future tracking.

Raising a Complaint

While we strive to offer exceptional products and services, we understand that issues may arise. If you need to raise a complaint, here's what you need to know:

Any user can raise a complaint if they believe Helix Pay hasn't met reasonable expectations based on our standards of service, actions, inactions, or employee conduct.

To raise a complaint, please provide the following information:

  • Associated account details
  • Details of the complaint's subject
  • Support documentation if relevant
  • Date and context of the incident
  • Desired resolution

You can send your complaint via email to support@helixpay.com or raise it through the Helix Merchant portal.

After submitting a complaint, we aim to contact you within 24 hours. You'll receive confirmation that your complaint is being investigated, along with any additional details we may require. We'll provide a unique tracking number for your reference.

Our goal is to reply to all complaints within 5 business days. If the situation is complex, the complaint will be escalated for thorough investigation and response.

Helix Pay will carefully assess the complaint and investigate the incident, considering all relevant factors before responding. If further information is needed from you, we will request it before reaching a conclusion. Throughout the process, you'll receive updates until a final response is issued.

In all cases, we strive to provide a final response within 15 business days from the initial complaint receipt. If Helix Pay requires more information or the issue is particularly complex, we will respond within 35 business days, considering all available information.

If Helix Pay is unable to provide a final response within 15 days, you'll be notified along with the reasons for the delay.

The final response will either:

  • Accept the complaint and initiate appropriate changes or offer redress/compensation.
  • Offer redress or implement changes without accepting the complaint.
  • Reject the complaint, providing reasons (including time limits for referral to the Financial Ombudsman Service).
  • Refer the complainant to the Financial Ombudsman.

Your right to refer the complaint to the Financial Ombudsman Service (FOS) will be detailed in our Final Response. If you choose to do so, ensure you take action within six months from the time indicated in our final response.