FAQ

Request access from the Request access page; you'll get an email invitation once approved. The Quickstart walks you through everything after that.

No. HelioFleet leases you real iPhones that we own, host, and maintain. See How leasing works.

No. No agent, no binary, no VPN, no firewall changes. A browser is the whole client.

No. HelioFleet is a service - we run the hub and the hardware.

iOS. Every leased device is a real iPhone - no emulators, no simulators.

In a datacenter in Europe. The phones themselves are on a European connection, so apps and accounts on them see a European IP address. You can use them from anywhere; latency is lowest from Europe and could increase with distance.

It varies by device. The version is shown on every device tile and on the Admin → Devices cards. If you need a specific version for your testing, tell support - we'll say what we can do, but it isn't self-serve.

Not from the console. Devices are assigned from our pool. Hard hardware requirements are a support conversation. We usually provide iPhone SE devices.

Typically within several hours of subscribing or upgrading. Track it with the Leased devices: X / Y counter on Admin → Devices.

No - leased devices are always on and managed by us. If one misbehaves, contact support and we'll repair or replace it.

Almost always workspaces: a newly leased device belongs to no workspace, which makes it admin-only. Assign it one on Admin → Devices. Full checklist in Device issues.

Two. Tick the checkbox on up to two available tiles on the Devices page and click the Control button in the bottom bar. See Dual-device control.

Not from the console today - there's no self-serve upload. Contact support if you need a build installed on your leased devices. You can still launch, stop, and uninstall apps that are already on a device from the Apps rail during a session.

Your browser and the device's host couldn't establish a direct WebRTC connection - usually a strict NAT or firewall on your side. The session works through our relay; just with slightly more latency. Detail in Session issues.

Only if WebRTC falls back to TURN. The default is peer-to-peer between your browser and the device's host.

Depending on how a device is streaming, locking the screen would tear the video feed down. We hide the button rather than let you strand the device.

Two: admin (manages the tenant) and user (uses devices). No custom roles. See Roles & permissions.

They're a non-admin user, and the device isn't in any workspace they're a member of. Either add the user to that workspace or add the device to a workspace the user already has. See Workspaces explained.

Not in place. Delete the user and re-invite at the new role. Their workspace assignments are not preserved.

You enter an email in Admin → Users → Invite user; an invitation email is sent; the recipient picks their own password and lands in your tenant. See Inviting users.

Per leased device, through Stripe. Your subscription quantity is how many devices we lease you, and you choose whether to be billed monthly or yearly - yearly costs less per device. Current per-device prices are on the pricing page; the exact saving is also shown on the Yearly option in Admin → Subscription.

Monthly → yearly, yes, at any time and without losing your devices: the unused part of the month you've already paid for is credited against the first yearly invoice, and your renewal date moves to the day you switch. Yearly → monthly means cancelling and resubscribing. See Subscription & devices.

Not in place - you can only increase. To go down, cancel and resubscribe at the lower quantity at the end of the current cycle. See Subscription & devices.

In Stripe's customer portal, reachable via Manage billing in Admin → Subscription. See Invoices.

They're released back to our pool at the end of the billing period. Your tenant, users, and workspaces are preserved. Resubscribing gets you devices again - where possible the same ones, though that isn't guaranteed.

Yes. Devices, users, workspaces, and analytics are scoped strictly per tenant.

Our operators can open a diagnostic session on leased hardware in order to test or repair it - the devices are ours and we're responsible for keeping them working. That uses the same exclusive lock your users do, so it can never happen underneath an active session of yours; the device would show as In session.

Released devices go through a clearing step before they're leased to anyone else. Treat a leased device as shared hardware regardless: don't leave credentials or customer data signed in on one.