Contact Helm Support
Helm does not run a ticket queue or a chatbot. Mail goes to an address a person reads. This page tells you which address, and what to put in it so nobody has to write back asking for basics.
Report it in the app first, where you can
If your problem is about a specific item, order, post or account, report it from that item, order, post or profile rather than by email. The report arrives attached to the thing it is about, which means whoever picks it up can already see what you are describing. An email about "an order" starts with somebody trying to work out which one.
Who to email
| What has happened | Where to send it |
|---|---|
| Anything else, or you are not sure | hello@helmsocial.app |
| Someone is at risk, especially a minor | safety@helmsocial.app |
| You think a moderation decision was wrong | appeals@helmsocial.app |
| Your account may be compromised | security@helmsocial.app |
| Privacy, data access, deletion, or a child under 13 | privacy@helmsocial.app |
| Copyright, a DMCA notice or counter-notice | dmca@helmsocial.app |
| A legal dispute, before any formal proceeding | legal@helmsocial.app |
| A barrier that stops you using Helm, or you need another format | accessibility@helmsocial.app |
Urgent safety
If someone is in immediate danger, contact your local emergency services first. Then email safety@helmsocial.app. Put the word URGENT in the subject line and say plainly what is happening. Do not wait to gather perfect evidence.
What to include
Almost every slow reply is slow because one of these was missing.
- The email address on your Helm account. Write from it if you can. If you cannot sign in, this is the single most useful line in your message.
- Your handle, in the form @yourname.
- The exact thing. An order number, the product link, the profile URL, the post link. Not a description of it.
- What you expected and what happened instead, in that order, in two sentences.
- When it happened, roughly, with a time zone.
- A screenshot if there was an error message, showing the whole screen rather than a crop of the text.
Selling on Helm
Most seller questions are answered without needing us at all. The published rules for orders, refunds, returns and payouts are in Shop Policies, and Helm University works through them with real numbers and worked examples.
Two things worth knowing before you write in. A refund decision on your own order is between you and your buyer; it is not something Helm overturns on request. And a payout that has not arrived is usually a hold that has not elapsed yet rather than a fault, which track 5 explains.
Appeals
If you believe a moderation decision about your account or your content was a mistake, email appeals@helmsocial.app from your account address with a brief explanation of what was actioned and why you think it was wrong. Reviews left on a shop or a product have their own appeal path inside the product rather than by email.
What we do not promise
We do not publish a response time, because we would rather not publish one than publish one we cannot keep. Urgent safety mail is looked at first. Everything else is read in the order it arrives.