Confirm you received a confirmation email for the course purchase
- After enrolling in a course, check to see that you’ve received a confirmation email from Helico. A confirmation email from Helico no-reply@helico.com will be sent to the email address registered to your Helico account. Be sure to also check your junk mail folder.
- If you don’t see a confirmation email in that email account, this could indicate you purchased the course while logged into Helico with a different email address (or with an account that was created with an accidental typo: see below for more information).
- See if you have multiple accounts registered with Helico: occasionally students create more than one Helico account by mistake. If you use multiple email accounts, try logging in with the associated email addresses. Check to see if the course you purchased is in that account.
- If you discover that you have created a second Helico account by accident, and would like to merge the two accounts, please contact our support team.
- If you didn’t receive a confirmation email in your email accounts, and it’s not in your spam folders, this could indicate the purchase did not go through.
Check your banking information
Confirm that the course was in fact purchased by double checking the payment history in your banking account.
If the purchase is showing in your financial information, but you have not been able to locate the course following the steps outlined above, you may have entered your email address incorrectly when you first signed up for Helico. As a result, our system would attempt sending the confirmation email to that address, instead of the correct one.
If you believe this may have happened, please contact our support team by clicking here and provide the information that’s requested.
How to Solve Payment Issues
If you’ve incurred an error while attempting to make a payment, this article explains how to solve common reasons for payment issues. If you’ve encountered a payment error message which told you to contact support directly, however, please click here. Otherwise, please try the troubleshooting steps outlined below.
- If you’re encountering issues with one payment method, please note we support several different payment methods that you can try.
- For information regarding how Helico courses are priced, or what to do if you see a different price, please contact us.
- If you purchased a course at com but are unable to find it in your account, contact support.
Common Reasons for Failed Card Payments
Incorrectly entered information: please ensure you enter the first and last name of the card account holder, exactly as it appears on the card, and that you enter it in the Name on Card field. For example, if the card account holder’s name reads John R. Doe, then John R. Doe must be entered.
Incorrect CVC code: please ensure you’re only entering numbers and that the code is correct, as listed on the back of the card.
Incorrect postal code or code is not applicable: if your payment failure states it is due to a zip code or postal code error, please contact your bank to ensure they have the right one on file. If zip codes aren’t applicable in your country, however, and you still see a zip code field, please try entering all zeros (00000).
Outdated saved payment method: if you’re encountering issues while trying to purchase with a saved payment method, try deleting it and re-adding it to ensure the details are correct and up to date. You can also add a new card.
Using a debit card not authorized for international purchases: Helico is based in the EU, and debit cards in many countries do not allow foreign transactions. If you do not see a local payment option when checking out on Helico, call your bank to ensure your card is authorized for international purchases. Please note that Helico is not able to remove these restrictions.
Issuing country for the card is different from country of residence: if the issuing country for your card is different from your country of residence, your card might not be approved. Try another payment method we offer, or contact your bank.
Attempting payments while using a VPN: multiple IP addresses can result in authorization problems and failed transactions. We advise that you refrain from using a virtual private network (VPN) while making a purchase on Helico.
Too many payment attempts have been made in the last 24 hours: some cards have usage limitations, and will automatically block payment attempts after a certain threshold has been reached. Try contacting your bank or using a different payment method.
Using a Rocketmail email address for your account: payment attempts from Helico accounts with Rocketmail addresses will not be accepted by our system. Please try changing your email address to a non-Rocketmail domain.
Browser isn’t working correctly due to caching issues: if you’re seeing a notification your card number looks invalid or icons aren’t showing up, there may be a caching issue. Please clear your browser’s cache and try again.
Still Stuck? Your Bank Should Have More Information
Some of the most common reasons banks decline payments include insufficient funds, card purchase limitations, and card security policies, among other issues. Since Helico does not have detailed insights into why a payment is declined, we recommend contacting your financial institution directly to help solve the payment issue.
It’s important to let your bank know that you would like to make a payment on Helico and that Helico is a company based in the EU.
Payment Methods on Helico
Currently, Helico supports several different payment methods, depending on your account country and location. This article outlines how you can confirm which payment methods are available to you, when you go to purchase a course.
How to Confirm Your Payment Methods on Helico
To see the payment methods that are available to you when you wish to purchase a course, please follow the steps below:
- After you find the course you wish to enroll in, click Buy Now on the course landing page
- You will be directed to the Checkout page, which will feature the various payment methods that are available to you.
Our Payment Methods
Depending on your location and what country your Helico account is registered in, your payment methods may include the following:
International Credit and Debit Cards: We accept most major international credit and debit cards like Visa, MasterCard, American Express, JCB and Discover.
PayPal is a supported method of payment for Helico courses in most countries.
Bank Transfers may be an option for students in several different Latin American nations, as well as some countries in Europe and Asia.
Have other payment questions? Please have a look at some of other topics in our Help Center related to purchasing courses
System Requirements
You can access your Helico courses from various devices and platforms, on both PC and Mac desktops / laptops, as well as Android and iOS mobile devices. Our system requirements for these follow below.
Minimum System Requirements
- The latest Chrome, Firefox, Safari, Edge, Opera or IE11for desktop/laptop
- A broadband connection with a minimum speed of 5Mbit or 800kbps
- Please note that Flash Player is not required
PC Specific Requirements
- Platform: Windows 8 or higher with the latest updates installed
- RAM: 4GB or more
- Video: Graphics output capability
- Sound: Sound output capability
Mac Specific Requirements
- Platform: Mac OS X 10.12 or higher with the latest updates installed
- RAM: 4GB or more
- Video: Graphics output capability
- Sound: Sound output capability
What Browser am I Using?
To find out more about your specific system, this site will tell you which browser and OS you’re currently using.
To watch courses, we recommend using Google Chrome. You can download Chrome for free here.
How to Sign up With Helico and Log in to Your Account
This article explains how you can sign up with Helico and begin your learning experience today.
Sign up with an email and password
- Click Register at the top right. Enter your full name, your email address, country, city, and a unique password.
- Select whether you wish to receive promotional emails and recommendations from Helico.
- Click
Log in with an email and password
- Click Log in at the top right.
- Enter the credentials you used to sign up.
- Click Log in.
How to log out of your Helico account
If you’re accessing your Helico account from a public or shared device, be sure to log out of your account when you’re finished studying.
- Move your cursor to your initials or profile image at the top right of the page.
- Click Log out in the dropdown menu.
Merging Accounts
If you’ve accidentally created two Helico accounts, we can merge them together for you. In the process, your course progress and purchase history will be transferred. Please note, however, that private messages and notes will not be transferred. Be sure to save any important information you wish to keep before proceeding with the process.
Please note that merges are permanent and cannot be reversed, and that they are limited to one per user.
In order to merge your accounts, we will need to verify that you are the account holder of both accounts. Please initiate the merge account process by submitting a support ticket here.
Compromised Accounts: Troubleshooting & Help
This article includes common explanations for mistaking that a security breach has occurred, as well as steps you can take to secure your account, if you believe it has been compromised.
Common reasons for mistaking that an account is compromised
- I can’t login: is it possible you’ve forgotten your password? Or that you’re entering the wrong email? You can try changing your password.
- I can’t find my courses: could you have created more than one account by accident? Try the troubleshooting steps mentioned earlier regarding multiple accounts, so you can locate your missing courses.
Reasons to take further action to secure your account
- You received an email from us that your email has been changed and you didn’t change it.
- You received a notification that your account’s password has been changed and you didn’t change it.
- Your account information has been changed but you didn’t change it (i.e.: your name, new credit cards were added, etc.)
- You’ve received notifications for purchases on Helico that you didn’t authorize.
- Other activity was attributed to you in your account that you didn’t initiate (i.e.: direct messages, Q&A comments etc.).
If you have seen or have been notified of any of the above, then please do the following:
- Immediately request a password reset email by following the necessary steps. If you do not receive the password reset message within an hour, please check your spam folder. Also, please be sure the no-reply@helico.com email is added to your safe sender list. If you do not receive a password reset email, and are unable to set a new password, then please contact Helico Support.
- If the email address you have registered with Helico has been changed in your account, and you can’t initiate a password reset, then immediately contact Helico Support.
- Make sure the email address you registered with Helico is secure.
- If you have received notifications of unauthorized purchases on Helico, please contact Helico Support as well as your financial institution or Credit Card Company.
Keeping your account secure
Helico has security protocols in place to help keep your account secure. Accounts can become compromised, however, if an individual has gained access to your login credentials through fraudulent activities, like for example, a phishing scam.
Keeping Your Account Secure
Helico has security protocols in place to help keep your account secure, but there are several things you can also do to protect your account, and dramatically reduce the likelihood of it being compromised.
Create a Strong Password
Choosing a strong and unique password is an extremely effective way to protect your account and prevent unauthorized access. While selecting a password for your account, we strongly recommend you consider the following:
- Passwords must be at least 6 characters long. Remember that longer passwords are always better since they are harder to crack.
- The best passwords are longer and contain a mix of letters, numbers, symbols (e.g. #, !, &), uppercase and lowercase letters.
- Passwords should be unique to you and should not contain:
- Sequential letters or numbers (e.g., abcdefgh, 12345678)
- Repeating letters or numbers (e.g., dddddddd, 88888888)
- Words that are commonly used in the dictionary or across the internet
- Words related to our site (e.g., “Helico”)
- Your own name or email address, or words you might use on your social media accounts like your location or favorite team
- Don’t use obvious numbers (for example, don’t use numbers that are in your birthday or phone number)
- Create a unique password for each account and service you have, rather than using the same password for each site, especially if there have been security breaches with those passwords. This way if one of your accounts is compromised, then that password cannot be used to gain access into your other accounts.
- Rather than creating your own complex password, use a browser plug-in, system keychain, or third-party password manager to create and store complex passwords.
Change Your Password Periodically
We also recommend changing your password periodically, as this is another great way to keep your account secure. When you do change your password, we recommend creating a new one, rather than using a password you’ve already used.
You can change your account’s password, by initiating the password reset process.
More Tips to Protect Your Account
In addition to selecting a strong and unique password, there are several other simple ways you can protect your account, and greatly reduce the likelihood of it being compromised.
- If you’re accessing your Helico account from a public or shared device, be sure to log out of your account when you’re finished studying.
- Always log in at https://www.helico.com/. Check the URL of the page before you enter your login info if you’re unsure. In addition, you can also type https://www.helico.com/ directly into your browser.
- Do not write down or store your password in your files or online accounts.
- Do not share your Helico account or account credentials with others.
- If a computer or mobile device you used to access your Helico account is lost or stolen, use another device to initiate a password reset email.
Adding and Deleting Cards in Your Account
If you want to make purchasing courses faster and easier, you can securely save your credit or debit card information in your Helico account. This way you will not need to re-enter the card information each time you purchase a course.
Credit Card Security
Helico never stores your full credit or debit card information on our systems. Instead, we work with credit card payment processors who are certified under the Payment Card Industry Data Security Standard (PCI DSS).
When you enter your credit or debit card details on Helico, that information is sent directly to secure databases maintained by these payment processors, who then complete the transaction. That partner will then provide us with a portion of the stored information (such as the last four digits of your card number) to help do things like document your purchases and label your saved cards.
During this process, our partner will also provide us with a randomly generated alphanumeric ID called a “token”. This token allows us to reference a saved card during future transactions, even though we don’t have the full card number on file ourselves. Because we store a token instead of the full credit card number you originally provided, there is no way for anyone who is logged in to your Helico account to obtain your full credit card information from within your account. In addition, there is no way for a third party to reverse-engineer a token ID to obtain the credit card information.
Adjusting Your Transaction Information Settings
You can have the system automatically select your saved card for a purchase, by turning on the Keep transaction information for further purchases option. If this option is turned off, however, then no card’s information will be entered, and the payment page will not select the Remember this card box.
To either activate or disable this option, please follow the steps below:
- Move the cursor to your profile picture at the top right of the page
- Click Payment Methods from the dropdown menu
- Toggle on or off the Keep transaction information for further purchases option
How to Save Your Credit Card Information
If you wish to save your credit card information, so that you don’t need to re-enter it next time you purchase a course, please follow these steps:
- Click Take This Course
- Enter the credit card information (under Add new card)
- Make sure the Remember this card box is selected
- Hit Pay and the card’s information will be saved in your account
Purchasing a Course with a Saved Card
If you saved your card information during a previous purchase, you can quickly use that card again to purchase another course without re-entering it.
If the Keep transaction information for further purchases option is turned on in your account, then the card’s information will automatically appear. If you have more than one credit card saved, however, then you can select which one you would like to use for the purchase.
Editing and Deleting Cards in Your Account
If you’ve saved your cards and would like to edit or delete the information in your account, please follow these steps:
- Move the cursor to your profile picture at the top right of the page
- Click Payment Methods from the dropdown menu
- You can edit the credit card information by clicking on Update (once you’ve finished click Update again), or remove it from your account by clicking Delete
If you have any other questions regarding how to add, edit or delete cards in your account, please contact our support team.
How to Change Your Helico Account’s Email Address
You can change the email address that you have registered to your account at any time. This article explains how you change your email login, and includes answers to some of the commonly asked questions we receive regarding account, email addresses.
How to change your account’s email address
- Move your cursor to the top right of Helico’s homepage and click on your name.
- Click Account on the left-hand side of the page.
- Click the pencil icon beside the email box.
- Enter the new email and your password.
- Click
Closing Your Account
This article outlines how you can close your Helico account. If you’re having trouble with the site, or if there’s anything we can help you with before you close your account, please contact Helico Support.
Please note that by closing your Helico account you will lose access to all the courses you’ve enrolled in, including purchased courses. .
How to Close Your Helico Account
- Sign in to your account.
- Move your cursor to your avatar at the top right-hand corner of the page.
- Click on your name from the drop-down menu to navigate to your Profile page.
- Next, click Close Account on the left-hand side and then Close Account on the right.
- Enter your password and click Close Account again.
How to Change or Reset Your Password
This article explains how you can change the password for your Helico account, and request a reset password email if you have forgotten it.
How to reset your password
If you can’t remember the password for your Helico account, you can request a reset password email from the login page:
- Move your cursor to the top right of Helico’s homepage, then click on Login
- Click Forgot Password
- Enter your email and click the I’m not a robot box
- Select the correct images and then click VERIFY
- Next, click on Reset Password
- Check your inbox for the reset password email and complete the steps to change your password
Can’t find the reset password email?
If you do not receive the password reset message within an hour, please check your spam folder. Also, please be sure the no-reply@helico.com email is added to your safe sender list.
How to change your account’s password
You can change your password at any time by doing the following:
- Log in to your account
- Move your cursor to the top right of Helico’s homepage and click on your name
- Click Account on the left-hand side of the page
- Enter your current password, your new password, re-type your new password, and then click on Change Password.
How to Troubleshoot Audio & Video Issues
If you’re encountering audio or video issues while attempting to watch a course on a browser, this article explains various ways to troubleshoot these problems. Our support team will also follow this guide when responding to inquiries regarding video playback.
Please note that a broadband connection with a minimum speed of 5Mbit or 800kbps is required to watch a Helico course on your device. If you’re encountering issues while watching courses on Helico, please click contact our support team.
Determine if your environment’s causing the issue
To determine whether your device, settings or internet connection may be causing the problem, please do to the following:
- Check your network configuration and follow any troubleshooting steps that are recommended.
- Try watching another lecture or course.
If you’re able to watch other lectures without any problems, this indicates there is a technical issue with the original video. Please contact support so our team can investigate further and report the issue.
If you’re encountering playback issues with other lectures, however, then please try the troubleshooting steps outlined below.
Troubleshooting issues with your course playing environment
If you’ve determined the problem is due to an issue with your course playing environment, please do the following:
- Try watching the original lecture in an incognito window.
- If the video plays without issue, try checking your extension, plugin or firewall program on your device to see if it needs to be reconfigured or disabled.
- Try a different browser. If you’re not already using Google Chrome, we recommend using it, as we’ve found it works best to watch Helico courses.
- Clear your browser’s cookies and cache and restart it before trying again.
- If you have a lot of browser tabs open, close most of them except the one you’re using to watch the course.
- Check your browser version and update it if needed.
- A minimum internet speed of 5Mbit or 800kbps is required to watch a Helico course on your device. Test your internet connection speed to make sure your environment meets this and that your system meets Helico’s requirements. If your internet speed is low, try lowering the video quality of the lecture, or watching the course when your internet connection is stronger.
- Turn off any hardware acceleration you have installed (in Firefox or on Windows).
- If you can’t hear any audio, double check to see that the course player volume is turned up and that the video is not muted. Check the sound settings on your device.
- Restart your computer and network devices (modems/switches/routers).