If your company is a current customer of Help Lightning, see your administrator or you can contact our support team. You must get an invitation from an administrator to join your company’s site.
I cannot log into my account, but I previously set one up.
Here are some possibilities:
You may have forgotten your password. If so, please reset it! (See Q: How do I reset my password?)
You are trying to log into the web app (at helplightning.net) with a username associated with a personal (non-business) account. See your system administrator.
Your account may have been deactivated. Please contact your system administrator for more details.
When I log into Help Lightning, I do not see my other team members.
If you previously set up a personnel account with your company email, you may be logged into it. The top of the screen will display the account you are logged into. If your company name is not displayed, you will need to find the invitation to your business account and accept it. This will move your account over.
However, if you are in your business account, you may be set up in a restricted group. Contact your administrator.
Help Lightning automatically adjusts to the available network bandwidth. The video starts at HD, 720p resolution. If the wireless network is not sufficient to stream at this resolution, Help Lightning will automatically adjust the framerate and/or the video resolution to accommodate the available bandwidth. So, in most situations, the user does not need to worry about wireless bandwidth and Help Lightning will make adjustments automatically to optimize the user experience.
For the best experience, a minimum of 1 Mbps upload and download is required for needed.
You can download a free speed test or you may use your Safari, Firefox, Edge (Chromium), or Chrome browser and check your connectivity with: precall.helplightning.net.
Why did the receiver of my call not see my call come through?
If the receiver of your call is connected to the internet and has their device powered on, they may still miss your call if they have notifications turned off.
Make sure you enable notifications for Help Lightning to be alerted.
If you are using the browser version, a tab with helplightning.net loaded must be open for you to receive a call.
You can also contact your Help Lightning administrator, or contact our support team directly by completing the form on this page.
We’re happy to help—it’s what we do best!
Help Lightning Account Access
If you need access to a Help Lightning account, please contact your company’s Help Lightning administrator. Business accounts are activated via an email invitation that your administrator will be able to send you.
If your company does not have Help Lightning yet, please contact our sales team for more information.
