We staff a small, human support team. Average first response: under 8 working hours. The knowledge base covers most of what you might need before you open a ticket.
How-tos, troubleshooting, account recovery, billing, operator console. Maintained by the support team and updated after every release.
412 articlesFor account, billing, or technical issues that the knowledge base cannot resolve. You will need to be signed in.
Sign-in requiredShared Slack workspace for the on-call rota and customer ops. Real-time help during contacts and tasking windows.
~340 membersRecovery requires the original account email plus a one-time code from any trusted device. If you have lost both, open a ticket and we will start a manual review. Manual reviews take 3–5 business days and require identity verification.
Subscriptions are tied to a single account and are not transferable. If you need to move a subscription to a new account, you must cancel the old one and start a new one. We do not refund partial periods.
Check the status page first. If the platform is green, the most common cause is a large number of open incident timelines. Closing out old incidents is recommended every 90 days.
Use the public API. We export the entire state model in a documented open format. Migration is a documented project, not a six-month reverse engineering. See the docs for the export endpoint.
Yes. Account deletion is permanent and removes your account, telemetry history, and audit log. Mission-specific data (tasking, contacts) is either archived with the customer, exported, or deleted on request.
Email security@helionhq.link. Our security.txt is published at /.well-known/security.txt. We acknowledge within 24 hours and pay bounties for valid findings.