Support Tickets

Support Center » Support Ticket » My Tickets

Support Center
Guidelines
News & Updates
Training Videos
FAQ
Live Webinars
Submit Ticket
Network Status

New Support Ticket

Important Guidelines - Before Submitting a ticket:
Abuse of our ticket system and or repetitive support request will not be tolerated and result in removal from being able to use it in the future.
Remember, we are here to help. Please be polite and explain your issue carefully and calmly. Customer satisfaction is our #1 priority!

Name:

Email:

Select Ticket Category: You're not logged in, login for more support options.

Select All Compliance Violations that apply & Provide User Information General Compliance Questions
User Registration Abuse / Self Referral Violations
Marketing / Income Claim Violations
Intellectual Property / Trademark / Copyright Violations
CC / Bank Chargeback Violations
Code of Ethics Violations

Violator Name:*

Violator Username:

Affiliate Link:

Please select what type of issue you are having:

You don't have Coinzoom setup, please ensure you have created a coinzoom account & provided us with the Coinzoom Handle
You have not submitted your tax information, please submit it here.

What is your issue?

When is the last time you received a payment?

What was the exact amount you received?

What type of business are you inquiring about?

Loop Business Sub Category:

Search For the Business:

Enter the Business Information Below:

Please enter your address 2.

United States

Please enter your business country.

Please select the problem or issue you are having:

Please provide any information you have regarding supposed missing players:

Activation Code

MAC Address

I’ve verified that the player is plugged in at the business, and connected to the internet via wifi or ethernet:

Select Devices

Select one or more players are showing incorrect playtime or reward points in activity dashboard:

Select Devices

Select The Problem Order

Select The Correct Account

What’s the correct account it should have been referred under? Please select:

Select The Correct Account

Subject (Summarize your issue in one line)

Detailed Information of your Issue:

The more descriptive you are of your issue the better we can help you. Please include screenshots, references, and ID numbers. You may upload a file below.

File Upload, Limit 5 files:

(Accepted File Types: jpg,jpeg,gif,webp,bmp,png,doc,pdf)

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?

No, take me to it Yes, I've read it

Have you completed our Video Training Courses?

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?

No, take me to it Yes, I've watched it

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?

No, take me to it Yes, I've went through it

Is your question regarding any of the following topics?

We get a lot of tickets regarding these specific topics. We can answer them for you right here and now. Please take a moment to look over these important topics:

1. Is placing a hotspot in my home safe & secure?

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.

2. A location or address did not pass intelligence validation, why not?

Hotspot Intelligence

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.

3. When will I receive my hotspot?

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.

4. A dot on the map is not in the right location for my address, what can I do?

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.

5. How do I change or cancel my reserved hotspot address?

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.

You can see this process in the Getting Started Video Training in the module labeled Reserving Your Hotspot

6. Can I move my hotspot to a new location when I receive it?

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.

Were we able to help you with your issue?

Yes, Thank you! No, Submit a Ticket

Virtual Assessment Launch

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!

Important Announcement!

Updates have been made

Changes have been made to the site that require you to reload this page.