As we transition from the old QSA ToolWorks product licensing sales model to the new Big Giant Donut software subscription model, Helix product and upgrade purchasing will only be accomplished by calling one of the numbers above. You will still be able to look up and modify your account information in our online store. Helix upgrades, new licenses, support products, and third party products are and will remain available for instant delivery anytime day or night, once an order has been placed by phone.

Our sales office is open Monday–Friday from 9 AM to 5 PM Eastern US time. If you need help determining which Helix products you need, or you need an item not available through the web store, we encourage you to call us. The numbers are listed above.

Unless you have set a password on your account, you access your account by visiting our online store and entering your customer number and last name or company name.

When you log in, you are connected directly to our Helix database, where you can update your address, phone numbers, contact names, email address, and preferences regarding email from us. There’s an option to be notified when updates are released, and another one for receiving other communications. (If you turn off both contact options, we won’t contact you by email for any reason at all, other than to reply directly to emails you send to us.)

If you have not already done so, we encourage you to add an access password to your account. This makes your account much more secure than using your last name.

Your access password is used for access to the online store and for authenticating when connecting to techdb, our online support database.

After accessing your account, it only takes a moment to check your customer record to confirm that the data we have on file is up-to-date and, if it isn’t, to correct it. Keeping your contact information current ensures that we can contact you when you ask us to.

Note that the Company Name field can not be edited through the online store. If your company name has changed, contact us directly, and we will update it for you.

If you know the email address we have on file for you, this link will take you to a page that can help you locate your customer number.

If you don’t know the email address in your customer record, contact the sales office and we’ll help you locate your information.

Unless you have set a password on your account, all it takes to access your account data is your customer number and your last name. If you share your customer number with anybody, they can probably figure out how to access your customer record and your serial number and key combinations. They can even change your registration information! In other words, do not give your Helix customer number to strangers! Only Big Giant Donut’ staff and your consultant (if you have one) should have access to it.

If you suspect that someone may be tamperting with your account, contact us directly, and we will lock your account, preventing changes to your customer information without a preliminary contact from you.

Sales & Customer Service: +1 800-784-7018

Sales & Marketing: +1 516-935-9151

Technical Support: +1 570-662-8883

Corporate: 3100 47th Avenue — Box 30 — Long Island City, NY 11101

Sales & Marketing: 11 Joseph Court — Suite 213 — Syosset, NY 11791-6702

Technical Services: 72 Sherwood Street — Mansfield, PA 16933-1125

We make it a point to reply to all communications in 1–2 business days. If you recently contacted us, but we did not reply, it could be because of a number of things.

You may have a new phone number or email address, but have not updated the information in your Helix account. If all we have is old information on file, we won’t be able to reach you.

Occasionally somebody leaves a voice mail message, but the contact information is garbled. It’s a very common habit to speak your own phone number and email address very fast. Please be sure to speak slowly and clearly when leaving contact information!

If we don’t reply within a day or two, it’s almost always because we can’t for some reason. If this happens to you, call us or use the contact form above, being very careful to enter your contact information correctly.

Some email messages from us, such as update announcements, come from an automated system that can not reply. If you receive an email from us that says as much, don’t reply to it and expect a response.

It is our policy to send email announcements only to those who have opted to receive them from us. When accessing your account (see above) you can elect to be informed about Helix upgrades and/or simply to receive news about Helix.

We send email those who have selected these options when events warrant. Unfortunately, due to the spam age in which we now live, many of those emails come back to us as undeliverable, either because they were filtered out by the intended recipient or because the address has changed and the recipient has not updated his or her record in our database.

If you think you’ve opted to hear from us, but haven’t heard from us in a while, we suggest you check to see if the email address we have on file for you is current. If we tried to email you and the email bounces back, we uncheck those contact options on your customer record. If the bounce also came back to us with “permanent fatal errors.” we remove the email addresses from the database entirely. If the data appears correct, and we still aren’t contacting you, call us.

Contacting you when we have important information for you is our responsibility, but keeping your customer record up to date is yours.

Customers who use EarthLink email need to set their spam filter to allow contact from qsatoolworks.com email addresses. Frequently when we send update notifications, EarthLink responds with a ‘challenge’ that must be manually handled. Our automated system for update notifications can not reply to this challenge. When time permits, we check for these challenges and process them manually, but that is a courtesy we are not always be able to extend.