Filing a dispute with your bank or card issuer instead of contacting us first affects your Helium Mobile account. Here's exactly what to expect.
Most billing issues, including unexpected charges, duplicate payments, and fee questions, can be resolved quickly by reaching out to our support team via live chat in the Helium Mobile app or by emailing [email protected].
If you file a dispute, your Helium Mobile account will be suspended for as long as the dispute remains open, and bank disputes can sometimes take up to 90 days to resolve. If the dispute is treated as fraud, your account will be canceled. In either case, contacting us directly could often resolve the issue immediately.
What happens when I dispute a charge?
If you dispute a charge directly with your bank or card issuer before contacting Helium Mobile, your account will be suspended. This suspension takes effect automatically and will remain in place pending further review.
How do I resolve the suspension and get my account back?
There are two ways to resolve a dispute-related suspension:
If you withdraw the dispute with your bank or card issuer, your account will be reinstated once the reversal is confirmed on our end.
Port out your number. If you'd rather not continue with Helium Mobile, you can transfer your number to another carrier while the dispute is still open.
Your account will remain suspended until one of these two outcomes occurs.
If a fraud-related dispute has been filed in relation to your account, it will not be reinstated, and we will not provide port-out information, as this violates our Terms & Conditions.
What if the dispute is filed as fraud?
Disputes filed as fraud (rather than a standard billing dispute) are handled differently:
Your subscription will be canceled, not just suspended.
You will not be able to port out your number.
This outcome is final. Because the account is canceled rather than suspended, dropping the fraud claim afterward will not reinstate the account or restore port-out access.
Why should I contact Helium Mobile before filing a dispute?
Reaching out to us first is the fastest way to resolve a billing issue, and it protects your account:
We can often correct a billing error, issue a refund, or explain a charge in the same conversation, with no impact to your service.
No suspension. Contacting support doesn't put your account on hold. Filing a dispute does automatically.
No risk of losing your number. If a dispute is later coded as fraud, the cancellation and loss of port-out access can't be undone.