Support
We're here to help.
Whether you're setting up for the first time or troubleshooting an issue, we've got you covered.
Before You Contact Us
Most questions are answered in our existing resources.
Common questions about setup, compatibility, battery protection, and more.
Step-by-step setup guide.
Check if your controller is supported.
What Helikeep can do.
Common Issues
Device won't connect to WiFi
1. Make sure you're connecting to the 'Helikeep-XXXX' hotspot, not your home WiFi. 2. The setup page should open automatically. If not, go to 192.168.4.1. 3. Helikeep supports 2.4GHz WiFi only (not 5GHz). 4. If the hotspot doesn't appear, hold the button for 5 seconds during power-on to enter setup mode.
No data showing on dashboard
1. Check that the RJ45 cable is firmly connected at both ends. 2. Verify your controller model is compatible. 3. Wait at least 15 minutes — Helikeep takes readings every 14 minutes. 4. Check device status — if it shows 'Offline', the device may not have WiFi connectivity.
Battery protection isn't working
1. Verify load shedding is enabled in settings (it's ON by default). 2. Check that your loads are connected to the controller's LOAD output (not directly to the battery). 3. Confirm the correct battery type is selected — different types have different voltage thresholds.
Dashboard shows device offline
The device reports in every 14 minutes. If it's been offline for more than 20 minutes: 1. Check that your WiFi router is working. 2. Check that the device has power (the LED should blink briefly every 14 minutes). 3. If you recently changed your WiFi password, hold the button for 5 seconds during power-on to re-provision.
Contact Us
support@helikeep.com — We respond within 24 hours on business days. Please include your controller model, a description of the issue, and screenshots if applicable.
installers@helikeep.com — Interested in the installer program or need priority support.
Firmware & Updates
How do updates work?
Helikeep updates itself automatically. You don't need to do anything. Check your current firmware version in the local web interface (Settings page) or the cloud dashboard (Device settings).
Report a Bug
The Helikeep firmware is open-source. You can report bugs and view the source code on GitHub. Please include: firmware version, controller model, steps to reproduce, and any error messages.
Still need help?
Our support team is happy to assist.