To best serve and support our users, please take the time to read through the following guidelines:
What to do if you need help:
If you have a General Question or Issue:
Check the Training Videos section - Watch the videos
Read through the frequently asked questions carefully
Look through any updates or announcements in the Support Center (we keep it updated)
Ask your sponsor for help - they are here as your personal support.
If you can't find your answer to your question anywhere, only then submit a ticket.
Provide as much information like screenshots, dates, ID numbers, descriptions as possible to help us help you
If you think you found a bug or error:
Try refreshing or reloading the webpage
Try closing and re-opening your web browser
Determine if the issue is happening on more than one device
If you are still experiencing the issue or error, only then Submit a Ticket.
Periodically visit the support center for known issues, updates, and latest training.
Attend our Live Webinars every week to stay ahead with community news and announcements directly from iHub's Leadership Team.
What NOT TO DO if you need help:
If you have an Question or Issue:
Do not contact HeliumTrack software developers and support staff on their personal phones or email. Please respect their privacy, and use the appropriate channels.
Do not submit a ticket before completing the Training Videos
Do not submit a ticket before reading through the Frequently Asked Questions
Do not submit support requests via text messages, facebook or social media. Please use the support channels provided as you will not get a response using other methods.
Do not submit support tickets or requests asking for special treatment.
Do not submit support tickets or requests asking when specific software features will be launched or available - The answer is as soon as possible!
Looks like you need help...
Before submitting a ticket, please follow these steps:
Your inquiry is very important to us. At iHub Global we strive to provide our members with the best resources and support possible.
If your question has already been answered in our Support Center, your ticket will automatically be prioritized last, and may experience longer response times. In order to best serve you, please complete the following steps:
Have you read our Support Guidelines?
Our support guidelines give you an outline of how to best find the answer to your issue, and ensure that you are aware of the resources and protocols made available to you as an iHub Member. Have you taken the time to read the Support Guidelines?
With the launch of our support center, we have delivered up-to-date and detailed video training courses. You'll find training covering everything from getting started for new users, to advanced HeliumTrack Pro features. Have you taken the time to complete all of the Video Training?
Have you read through all of the Frequently Asked Questions?
You have questions? Well we have answers! The iHub Team has taken a lot of time to collect the most common and frequently asked questions that are being asked in by iHub Members. Have you taken the time to read through all of the FAQ?
Yes, Helium Hotspots are 100% safe and secure to put in any location. They are only accessible and communicate with other Hotspots on the Helium Network.
Helium is built on super secure, cutting-edge blockchain technology which means that all the data is encrypted and safe from hackers. Also, no external data from your regular internet usage or router goes through your hotspot, which means that none of your information can be exposed via the hotspot.
The signal that is broadcast from your hotspot is also completely safe regarding a health perspective. Each hotspot manufacturer is carefully approved by a government entity. For example, in the US the FCC regulates and approves the hardware for any potential safety or health risks.
To fully answer your question, it is 100% safe and secure to put a hotspot in your home.
When planning a hotspot we run it through a series of intelligence checks to verify that it is an "eligible" placement for an iHub Hotspot. Currently, our algorithms are only checking to see if your planned hotspot is in too dense of an area or too close to another live hotspot, reserved hotspot, or pending reservation (24 hour period).
If your location does not pass intelligence, you will still be able save that planned location in your Planned Hotspots, but will not be able to send someone a virtual mining assessment, nor reserve an iHub hotspot for that location.
Why do we do this?>
1 We want to ensure a fair and level playing field for all iHub members when planning and deploying their networks. If there is a live, reserved or pending reserved hotspot already in that placement then placing another hotspot too close will only conflict, and prove mututally unbeneficial for both parties.
2 We also try our best to make sure anyone who receives an iHub Hotspot will generate decent mining rewards. If we didn't take location placement and proof-of-coverage into account then it would almost guarantee low mining rewards.
We appreciate your patience during the fast pace growth of this incredible opportunity. We understand your excitement and anticipation to get your hotspot as soon as possible. We want to get as many of these delivered to you and everyone you either have shared with or soon to share with. Time for delivery can vary on many factors and therefore giving an exact date at this time is premature.
If you have followed the steps in the Getting Started Video Training or have secured your hotspot through an assessment, then you are on your way to getting a hotspot.
Although HeliumTrack uses the two most superior mapping services available, Mapbox and Google, we understand that there can be regions or areas in the world that are not 100% accurate when mapping geocoordinates to an address. Unfortunately, this is a current limitation and issue we are looking to resolve in the coming weeks.
How will this be resolved?
We will be releasing an update that will allow you to use pin-correction after entering an address. That means you will be able to drag the dot or pin on the map onto the precise location, virtually allowing you a customized way to tell HeliumTrack exactly where that address is. There will be additional validation measures that will need to be taken to verify the address before receiving the hotspot. Also, the pin-correction will be limited to a bounding box within a certain distance around the address that was correlated with Mapbox or Google mapping services.
You have the ability to change or cancel your reserved hotspot address anytime after reserving your hotspot. In the "Getting Started" box where you originally reserved your hotspot, you will see a button next to your reserved address that says "Change / Remove". If you click this button a new window will appear with instructions on how to change or cancel.
There are many variables that will factor into whether the hotspot is able to be relocated to a different location. If and when someone needs to do this, it will be reviewed and answered on a case to case basis.
We are releasing the most powerful growth tool to build your network! HeliumTrack's Virtual Mining Assessments allows you to send potential affiliates a free report that not only gives them insight and education for placing a hotspot in their location, but guides the user to signup under you and reserve their hotspot!
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