Frequently Asked Questions

How many Helium Element Access Points do I need?

Every Helium Element Access Point has long range wireless connectivity indoors covering approximately 4,500 sq ft.

If you're not sure how many Helium Elements you need, email mark@helium.com and we'll be happy to walk you through it.

How many Helium Atom Development Boards can I connect to one Helium Element Access Point?

There is no limit on the number of Helium Atom Development Boards or Helium 4-20 Sensor Adapters per Helium Element.

What is the difference between a Helium Atom Development Board and the Helium 4-20 Smart Sensor Adapter?

The Helium Atom Development Board and the 4-20 Smart Sensor Adapter both utilize the same Helium Atom Module. The Helium 4-20 Smart Sensor Adapter is analogous to the Helium Atom Development Board, a Helium Analog Extension board, a battery, and a case enclosure.

How do I set up my Helium hardware?

We've designed all Helium devices to have seamless connectivity. Once you receive your hardware and plug in the Helium Element via ethernet, it will automatically connect to the Development Boards and bring them online. If you've purchased a Helium Element with cellular, it will attempt to associate to Helium Cloud over cellular.

What happens when the internet and cellular service dies?

The onboard memory will store data until Helium Element gets back online and will then push back-stored data up to the cloud.

How secure is Helium Cloud?

The Helium Network is a complete, standards-based wireless network that powers the long range, secure communication between Helium devices and Helium Cloud. Every Helium Atom has mounted a hardware security component with unique identifiers for each device, preventing any form of device impersonation. Helium's managed network can disable individual devices remotely in the event of theft or other device loss.
Packets sent over the Helium Network are AES 256 bit encrypted, keeping data secure and inaccessible to intruders while in transit. 

Do I need a subscription to get started?

Absolutely not! We have pricing geared for everyone, starting with a Free tier with up to 10 Helium Atom Development Boards, unlimited Helium Element Access Points with Ethernet, and up to 1,000,000 API Calls/month.

Add-ons including Helium Element Access Point with Cellular connectivity have an additional $40/month subscription plan.

Go to Helium Pricing for more information.

How do I remove Helium Atom Development Boards or Helium Element Access Points from my organization?

Atoms can be deleted through the API. To remove a Helium Element from your account, please contact mark@helium.com.

To cancel your Helium Dashboard account, please contact mark@helium.com. Please note that your data, API keys, and user accounts will be deleted.

Where do you ship to?

We ship Helium devices and Helium Elements anywhere in the contiguous United States.

How much is shipping?

We offer a flat rate $15 shipping fee.

Where do you charge tax?

We are required to charge tax in the state of California.

What about import fees and duties?

The recipient is the importer of record and must comply with all laws and regulations of the destination country. Orders shipped outside of the United States may be subject to import taxes, customs duties, and fees levied by the destination country. The recipient of an international shipment may be subject to such import taxes, customs duties and fees, which are levied once a shipment reaches the recipient's country. Additional charges for customs clearance must be fulfilled by the recipient.

What happens if a Helium Device or Helium Element stops working?

Please contact us at mark@helium.com. We'll help you troubleshoot and if that doesn't work, we can find a way to replace the device for you.

What do I do if I want to buy hundreds of the Helium Atom Module?

Send an email to mark@helium.com with details on what you need and our Customer Success team will get back to you regarding our Enterprise Plan.

Go to Helium Pricing for more information.

Have a question we didn't cover?

Feel free to contact Mark at mark@helium.com and he'll get back to you.
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