Help with Helmsay
Search the guides, open a ticket, or email the desk that matches your question. Helmsay is the Windows app for VRChat and VTuber avatars.
Start here
Guides
Where do I send a bug?
Open a ticket and choose Bug or Crash. Say what you clicked, what you expected, and the app version. A screenshot can sit on the same ticket.
How fast does someone reply?
Account and billing questions are aimed at one business day. Bugs and crashes are aimed at two business days. Feature requests are read each week. These are goals for a first reply, not a promise that a code change will land that day.
What can I attach?
PNG, JPG, WEBP, and GIF images up to 20 MB, and MP4, MOV, and WEBM videos up to 200 MB. The desktop app can also attach the latest crash report or a diagnostics summary when you ask it to. Do not send passwords, full card numbers, or government ID.
Can I write in without an account?
Yes. Leave your email on the ticket form. We send a private link that opens that ticket. The link is not a password for the rest of Helmsay.
Who handles a payment question?
Subscriptions, refunds, and charges go to billing@helmsay.com or a ticket in the Billing category. Paddle is the merchant of record. Helmsay does not see your full card number.
How do I close a ticket?
Open the ticket and choose Close ticket. You can reopen it later if the same problem returns.
How long are files kept?
Image location data is removed before an image is stored. Attachments are deleted 12 months after the ticket is closed. You can ask us to delete them sooner from My tickets.
Where is the service status?
The status card on this page shows the current summary. The full list of site, updates, billing, and sync lives on the service status page.
No guides match that search. You can still submit a ticket.
Email us
- support@helmsay.com — help with the app
- billing@helmsay.com — payments, subscriptions, and refunds
- legal@helmsay.com — legal and privacy
- dmca@helmsay.com — copyright notices
System status
All listed systems are up
Site: ok; Update feed: ok; Billing: off; Sync: off
When to expect a reply
- Account and billing questions: one business day.
- Bugs and crashes: two business days.
- Feature requests: read each week. We reply when we have a decision.
These are goals for a first reply. A change that needs a new build can take longer, and the ticket will say so.
Email preferences turn off status notices. Replies about an open ticket still arrive.
Do not upload personal or sensitive information. Leave out passwords, full card numbers, government ID, health details, and precise location. Image location data is removed before a file is stored. Attachments are deleted 12 months after a ticket is closed.