Help with Heliarko
Choose what happened
Start with the answers below. If they do not help, write to us: one letter is enough, and we answer every letter within a week.
Start Heliarko
During the closed test you receive Heliarko personally. Unpack it and open HELIARKO.exe. Choose your language, enter your details and set your private PIN. Your signed lifetime license works on your computer from the first start. To connect online services, enter your email in Set up Heliarko, request a confirmation code, enter the new code from that email and press Continue.
No email arrived
Check the email address, Spam and All mail. Wait for the resend countdown, then request a new code once. Use the latest confirmation email. If this does not help, write to us.
My code does not work
The first license email and a fresh confirmation email serve different purposes. In Set up Heliarko use the new eight-digit confirmation code, not the older HLK license code. The confirmation code lasts 10 minutes. After five wrong attempts, request a new code. Never send codes to anyone, including us.
New or replaced computer
An ordinary program update keeps your data and registration. A new installation needs email confirmation. Your license allows three registered installations, and you can replace one yourself up to three times within six calendar months. Choose an old installation only if Heliarko asks you to. If you have used these replacements, press Need help in Heliarko: your request comes to us, and we will look at it.
I forgot my PIN
On the PIN screen choose Forgot PIN and follow the recovery on your computer. We cannot open your Capsule or reset your PIN from here. Do not reinstall over your data or delete it, and never send your PIN or recovery answer to anyone. If recovery fails, write to us and describe the screen and the error.
I lost access to my email
Moving your account to a different email address needs a check that it is really yours. Write your old address and an address you can use now, and describe what happened. Never send a PIN, password, license code or archive. A name or date of birth alone is not proof. We will tell you what else we need; access is never moved automatically.
License and online services
Your license is yours for life and works on your computer. Synapse AI and Messenger need the internet. If online access stops, nothing on your computer is removed, and your local work goes on. You can write to us without registering.
Online services do not work
Check your internet connection, then open Account and license and refresh the account. Online services work on one installation at a time: close the other copy before moving access. An outage does not touch your archive. If the error remains, write to us with its exact text, without passwords or codes.
Files or program problem
Keep your Capsule and its data as they are: do not overwrite or delete anything to troubleshoot. Describe what you were doing and the exact error, including the program version. Do not upload private documents. If data may be lost or damaged, we look at it ourselves.
Another question
Write to us at info@heliarko.com. A person reads every letter, and we answer every letter within a week. Do not send passwords, codes or private files.
Never send passwords, codes, keys or private files.
Product & feedback
Subject: Product / Feedback
Something is confusing, missing or not working as expected.
Tell us what you were trying to do and what happened instead.
Closed test
Subject: Closed test
You are taking part in the closed test and want to tell us about it.
Technical knowledge is not required.
Sometimes “I could not understand this screen” is more useful than a technical report.
Privacy & security
Subject: Privacy / Security
You have a question about local storage, online AI, data handling or the security model.
Please be specific.
If we do not know the answer yet, we would rather say so than guess.
Press
Subject: Press
Questions, factual checks or requests for media material.
Investors
Subject: Investors
If you understand the problem Heliarko is trying to solve and believe there is something worth discussing, write to us.
No elaborate introduction is necessary.
Collaboration
Subject: Collaboration
Research, technology, privacy, long-term digital preservation or another idea that genuinely fits Heliarko.
Tell us what you have in mind.
Please send less, not more.
If you are reporting a problem, do not send your Capsule or large amounts of personal material unless there is a clear reason and we specifically ask for it.
Usually we need:
what you were trying to do,
what happened,
what you expected,
and, if useful, a screenshot containing no unnecessary private information.
We would rather ask a second question than receive information we did not need.
We are still a small project.
You may not receive a polished support-department response.
You should receive an honest one.
If something is known, we will try to explain it clearly.
If something is still being investigated, we will say that.
If Heliarko made a mistake, the useful response is to fix it.
Product.
Testing.
Privacy.
Press.
Investors.
Collaboration.
One address is enough for now.
If the project grows to the point where separate channels genuinely make communication better, we can create them then.
We do not need to imitate a large company before becoming one.
Say what you mean.
We will try to do the same.