Troubleshooting
Common issues and solutions for using Helix Corporate Concierge.
This guide helps you resolve common issues when using Helix Corporate Concierge.
Common Issues
Can't See Trips?
If you can't see trips in the portal:
Check Your Role Permissions
- Verify you have the appropriate role (Travel Admin, Approver, or Owner)
- Travellers can only see their own trips
- Contact your Travel Admin if you need different permissions
Verify Organization
- Ensure you're viewing the correct organization
- Check that you're logged into the right account
- Switch organizations if you belong to multiple
Contact Support
- If permissions are correct but trips still don't appear
- Contact your Travel Admin
- Reach out to [email protected] if needed
Approval Not Working?
If you're having trouble approving trips:
Check Your Role
- Ensure you have the Approver, Travel Admin, or Owner role
- Only these roles can approve trips
- Contact an admin to update your role if needed
Verify Approval Requirements
- Check if the trip actually requires approval
- Some trips may auto-approve based on policy rules
- Review policy settings to understand approval triggers
Check Policy Settings
- Verify policy rules are configured correctly
- Ensure approval workflows are set up properly
- Review policy assignments to user groups
Expired Offers
- If offers have expired, use "Refresh Offer" to get new prices
- Expired offers cannot be approved until refreshed
- New offers may have different prices
Payment Issues?
If you're experiencing payment problems:
Verify Payment Reference Code
- Ensure payment reference code is included in bank transfers
- Check that code matches your organization's code
- Find your code on the Dashboard or Finance page
Check Account Balance
- Verify credits were added after payment
- Check transaction history for payment record
- Allow time for bank transfers to process
Contact Support
- If payment doesn't appear after expected timeframe
- Provide transaction details (date, amount, reference code)
- Contact [email protected] with payment information
User Invitation Not Received?
If an invited user didn't receive their invitation:
Check Spam Folder
- Invitation emails may be filtered to spam
- Check junk mail folder
- Add heyhelix.ai to safe senders list
Verify Email Address
- Ensure email address is correct
- Check for typos in the email
- Confirm email is active and receiving mail
Resend Invitation
- Admin can resend invitation from Users page
- Click refresh icon next to pending user
- New invitation link is generated
Check Domain Verification
- If using domain verification, ensure domain is verified
- Users with verified domains may auto-join
- Check domain status in Settings
Getting Help
In-App Support
Use the help icon in the portal:
- Access help documentation
- Find answers to common questions
- Get guidance on using features
Email Support
Contact support directly:
- Email: [email protected]
- Include details about your issue
- Provide screenshots if helpful
- Mention your organization name
Documentation
Visit help resources:
- Documentation: help.heyhelix.ai
- Browse guides and tutorials
- Search for specific topics
- Find step-by-step instructions
Additional Resources
For Travel Admins
- Review User Management for user issues
- Check Settings for configuration problems
- Review Policies for policy-related questions
For Approvers
- See Approvals for approval workflow questions
- Review Policies to understand policy rules
- Check Managing Travel for trip viewing issues
For Finance Admins
- Review Financial Management for payment questions
- Check Cost Codes for cost code issues
- See Reporting for reporting problems
Still Need Help?
If you've tried the solutions above and still need assistance:
-
Document the Issue
- Note what you were trying to do
- Record any error messages
- Take screenshots if relevant
-
Check Documentation
- Search help.heyhelix.ai
- Review relevant documentation pages
- Check for recent updates
-
Contact Support
- Email [email protected]
- Include all relevant details
- Be specific about the problem