Help

Support

Where to find what you need before you get in touch, plus service, returns, and contact details.

Before you contact us

Have these ready

Identify your device

Open About This Device in the interface and note the Firmware version and Serial number. You can also read the serial and order code from the nameplate label — see Specs.

Check the basics

If the device won’t power on, check the charge level and recharge over USB-C. Review Using the Device for power, charging, and battery replacement steps.

Troubleshooting

A troubleshooting guide is coming soon. In the meantime, see Using the Device for power, charging, and maintenance, or contact us using the details below.

Service

Repair, service, and returns

Apart from the user-replaceable battery pack, the Helios contains no user-serviceable parts. Repairs to the internal electronics and optical components may only be carried out by BASF or a BASF-authorized agent.

Devices returned to BASF must be shipped in protective packaging.
Contact us for further instructions and to obtain an RMA number before returning a device.
Disposal: the device contains electronic components and must be treated as electronic waste at end of life. Consult your local regulations.

Contact

Get in touch

Reach the right team directly. Use the technical contact for service, repairs, and product questions, and the purchasing contact for orders and quotations.

Technical

4099 SE International Way, Suite 203
Portland, OR 97222
Phone: (503) 794-4073
Fax: (503) 794-5591

Purchasing

46820 Fremont Blvd.
Fremont, CA 94538
Phone: (510) 490-2150
Fax: (510) 252-1871

Product website / current documentation: basf-catalystsmetals.com/industries/temperature-sensors

The data on this site are based on current knowledge and experience and do not relieve users from carrying out their own investigations and tests, nor imply any guarantee of certain properties or suitability for a specific purpose. Specifications may change without prior notice. EXACTUS® is a registered trademark of BASF. © 2025–2026 BASF.