Choose the right support path
Open Support in Helm for an account-specific problem, or email support@gethelm.asia if you cannot sign in. Include the affected page, approximate time, and a safe order, invoice, or request reference.
Never send passwords, sign-in codes, API keys, tokens, cookies, full card details, or private customer messages.
Check when Helm will respond
A critical widespread outage, unsafe authentication or payment failure, confirmed data exposure, data loss, or duplicate charge is handled around the clock. Helm aims to acknowledge it within 15 minutes, start mitigation within 30 minutes, and update affected customers at least every 30 minutes until recovery.
Other major problems are acknowledged within four Malaysian business hours, normal product problems within one Malaysian business day, and questions or low-impact requests within two Malaysian business days. Malaysian business hours are Monday to Friday, 9:00am to 6:00pm Asia/Kuala_Lumpur, excluding Malaysian public holidays.
Review updates and confirm recovery
Check the support request and public service-status link shared in Helm communications. An acknowledgement means the request has an owner and a next update time; it does not promise that the problem is already resolved.
After a recovery update, return to the affected page and complete the safe check requested by support. Reply on the same request if the problem remains.
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