Support for accessing online accounts

Figure out which self-serve platform you need and get help accessing it.

New Client

Sign up for our self-serve platforms

My Account

When you subscribe to Helix services, you are automatically registered to My Account. All you need to do is create your password:

  1. On the My Account login page, enter your email address in the ID field.
  2. Enter the temporary PIN we gave you when you subscribed in the Password field.
  3. Create a new password (see our tips on creating a strong password).

Do you use the Customer Centre as well?
Once you register for My Account, those login credentials will become your credentials for the Customer Centre as well. One less thing to remember!

Customer Centre

To register for the Customer Centre, the account holder must fill out the registration form and create a password. Check out our tips on creating a strong password.

Good to know

Use your Customer Centre or My Account credentials to connect to our apps, such as the User Centre +, Helix Fi and the Helix TV app (mobile and Web).

Information

Retrieving your username or ID

My Account

Your ID is the email address we use to send you your invoices and share news and information about your Helix services.

Customer Centre

When you registered for the Customer Centre, you created a username, which is an email address or another alias.

Have you signed up for My Account as well? Use your My Account credentials to log in to the Customer Centre.

Still don’t remember your username or ID?

We’re here to help! Simply call Customer Service.

Edit

Changing your ID or username

My Account

Your ID is the email address we use to send you your invoices and share news and information about your Helix services. To change this address, call Customer Service.

Do you use the Customer Centre as well?
When you change your My Account username, your Customer Centre username changes accordingly.

Customer Centre

To change your username, please call Customer Service.

Information

Retrieving or changing your password

My Account

  • Logging in for the first time? Your password is a temporary 4-digit PIN that was given to you when you subscribed.
  • Forgot your password or temporary PIN? Reset it.
  • Want to change your password? Reset it in the Account Details section of My Account.

Do you use the Customer Centre as well?
When you change your My Account password, your Customer Centre password changes accordingly.

Customer Centre

If you have forgotten your password or want to change it, simply reset it.

Have you signed up for My account as well? Use your My Account credentials to log in to the Customer Centre. If you have forgotten your My Account password, simply reset it.

Videotron email address

Learn how to change the password for your email account (yourname@videotron.ca) in the Customer Centre.

To protect your online accounts, check out our tips on creating a strong password.

Frequently Asked Questions about online account access

Reset your My Account password or your Customer Centre password.

Still not able to log in? We’re here to help! Simply call Customer Service.

We started using My Account when we launched Helix. Our goal is to migrate all our services to that platform. In the meantime, you may have to manage some of your services in My Account and others in the Customer Centre.

Adding a user: In the Customer Centre, the account holder must go to the Manage account users section and add a user.

Editing or deleting a secondary user: In the Customer Centre, the account holder must go to the Manage account users section and click the View button beside that user. From there, they will be able to modify the user’s information and authorizations or delete the user.

My Account
All your addresses are in the same account space. To view address information, select the location from the drop-down menu at the top left of the account overview page. Note, however, that since each address has a different account number, payments must be made separately.

Customer Centre
You’ll need to create a Customer Centre account for each address. Choose a descriptive username for each account (e.g., House, Cottage, Condo, etc.).

Do you have multiple accounts? Read our tips on managing your invoices.

Use your Customer Centre login information.

To download the app, your mobile device must be running on Android 5 or later, or iOS 12.4 or later.

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