Table of Contents

Helix Telecom has begun a infrastructure modernization project in August, 2026. Documentation, links, instructions and processes related to provisioning equipment, customer portal, voicemail portal, ticket management, SMS, MMS, Fax, softphones, email communications may be incomplete or inaccurate. If you need updated documentation please sign into your account at https://fixmyphonesystem.com and submit a support ticket for assistance.

Welcome to the Helix Telecom Billing Department

General Q&A

What method of payments are accepted by Helix Telecom?

Does Helix Telecom accept payments by phone?

What is Helix Telecom's billing process?

How do I obtain assistance with billing related matters?

Does Helix Telecom pro-rate service in the event of activation or termination of service?

Can I receive paper invoices and statements in addition to electronic invoices?

I just received my invoice and my rates are higher. Why?

I would like to receive annual discounts for service. How does Helix Telecom annual commitment work?

Does Helix Telecom store my personal information? How is it used?

Does Helix Telecom store my postal address and how do I update my address?

Does Helix Telecom offer referral and/or reseller options?

My order was rejected because my identification does not match my order information.

I made a payment on my monthly invoice via PayPal but I have not received a credit on my account.

I received an invoice but I am not sure when my card will be charged.

What is the due date for my Helix Telecom invoice?

I am trying to pay my invoice but my card declined. Can you help?

What happens when my payment is late?

What happens if I cancel services on my account?

Can I make partial payments on invoices or pay with multiple cards?

I am not an Authorized User but I need to make a payment on an account.

My past invoices were incorrect and I overpaid for service. I want a refund.

How do I obtain a copy of all past invoices and payments from Helix Telecom?

Billing Portal Instructions

Why am I receiving invoices from Helix Telecom?

I received my invoice. I do not understand what each item is or why I am being billed for this item?

I would like my monthly invoices to display my company name, address or phone number.

Authorized User Q&A

What is an authorized user?

How do I add an authorized user?

How do I remove an authorized user?

I am an Authorized User. How do I update my email address?

I am not an Authorized User but I need to make a payment on an account.

I am not an Authorized User but I need to take over an account.

Per Minute Toll Free Phone Numbers

What is a toll free phone number?

How does a toll free prepaid deposit work?

How does Helix Telecom refill my prepaid toll free balance?

What is an example of the toll free recharge process?

Why does Helix Telecom require a minimum of 30 days contribution towards my toll free balance?

Can I share my toll free balance with all my toll free phone numbers?

Are toll free payments refundable?

Am I responsible for fraudulent charges on my toll free phone number?

Does Helix Telecom profit from toll free per minute charges?

I would like a report of total calls and duration for my toll free phone number(s).

Cancel Service

I am unhappy with the service. I want to speak with a supervisor, manager or owner immediately.

How do I cancel service?

How do I cancel all extensions and phone numbers on my account?

What is your return policy?

I canceled a number by accident. Can I have it re-activated?

Am I required to return my equipment to Helix Telecom if I terminate service?

I would like the administrator password to a Helix Telecom subsidized phone.

Where can I find a copy of the Helix Telecom Equipment Lease Agreement or Terms of Service (TOS)?

I have read the Reasonable Use paragraph of the Terms of Service (TOS) but still have questions.

How do I restore service upon termination for non-payment?