Payment Helcim Support Policy

Scope, channels, and how we help. This page explains free bug-fix coverage for the TeqStars Payment Helcim app, what is excluded, and how to reach TeqStars with everything we need to resolve your issue quickly.

Support Coverage

  • 60 days of free bug-fix support from the date of purchase.

  • Support applies to standard functionality shipped with the module as documented.

  • A bug is behavior that does not match the documented or intended operation of the module in a supported Odoo and module version, and that TeqStars can reproduce from the information you provide.

Support Exclusions

The following are not included in free bug-fix support:

  • Issues caused or triggered by third-party Odoo modules or apps.

  • Customizations to the app or to related Odoo or Helcim configuration done outside TeqStars guidance.

  • Problems arising from Odoo core changes, unsupported Odoo versions, or upgrades not compatible with the module.

  • Server or infrastructure problems (hosting, SSL, DNS, firewalls, performance, disk space, database corruption).

  • Misconfiguration (wrong or expired Api Token, test mode left on, or the provider not turned on) when the product behaves as designed.

  • Limitations or outages on the Helcim side (for example a payment Helcim declines, or the Helcim API being unavailable).

Note

If an issue is caused by external factors (third-party code, hosting, or a Helcim outage or rejection), it is not covered under free support.

Contact Support

Pick a channel. We respond on business days (Monday to Friday).

Helpdesk

Open a ticket, attach files, and track status in one place.
Email

support@teqstars.com for long descriptions, logs, and screenshots.
Response time

We aim to reply within 24 hours on business days (excluding regional public holidays).

Required Information

Include as much of the following as possible with your ticket:

  • Odoo version and edition (Enterprise or Community).

  • Module version of the Payment Helcim app.

  • Provider mode: whether the Helcim provider runs in test or live mode.

  • Purchase reference (Odoo Apps order or invoice number).

  • Clear description of the problem and the result you expect.

  • Steps to reproduce the issue from a clean path (menu clicks, buttons, where the customer paid: quote, invoice or eCommerce checkout).

  • Screenshots or a short screen recording showing the error or wrong data.

  • The full text of the error message, for example a message that starts with Helcim API Error:.

  • Sale order, invoice or payment transaction reference involved.

Warning

Incomplete information (missing version, provider mode, purchase proof, or reproduction steps) may delay diagnosis and resolution.

Before Submitting

Check the following before you open a ticket:

  • The issue is reproducible on demand (or you describe the exact conditions).

  • The Helcim provider settings match Step 1: Configure Helcim Cards Provider.

  • The Api Token is still valid in your Helcim account and matches the mode you use (test or live).

  • For a saved card problem, the payment was made with a card. The app cannot save card details from a payment made another way. See Automatic Invoice Reconciliation & Payment.

  • You have ruled out conflicts from other payment modules where possible.

Additional Support

When you need more than standard bug-fix coverage.

Paid support

Investigation and fixes for out-of-scope issues, complex environments, or urgent timelines.

Customization

Changes to fields, workflows, or integrations beyond the stock connector behavior.

Consultation

Architecture, rollout, multi-account design, and best practices with your team.

See also