If you're having trouble logging into or using Genie, don’t worry! We’re here to help.
1. Contact Customer Support
Reach out to our friendly support team via:
Email: aladdin@getgenie.io
In-app Chat Window: Open Genie and click on the chat icon.
From there simply explain what the issue is to the best of your ability. Include any screenshots or videos that can help us diagnose what the issue is - the more context the better!
If this is a performance issue (i.e. dashboard or inventory table isn't loading) or if you get a screen that looks something like this:
Please also include a screenshot of the console. To access the console use the following command to open the inspect window and click on "Console" to the right of "Elements" on the top navigation bar.
On Mac press: Command + Shift + C
On PC press: Ctrl + Shift + C
If you have done this correctly you should see a side video that looks something like this:
2. Try These Quick Fixes While You Wait:
While you are waiting for a response from the support team try the following so that we can rule out the issue being on your end rather than our system.
These are applicable for both login issues and performance issues.
Restart Your Browser: Close and reopen your browser. On Mac, make sure to fully quit the browser (Command + Q) before reopening.
Clear Cookies and Browsing Data: Delete cookies and cached data specifically for Genie and try logging in again.
Double-Check Your Email: Ensure you're entering the correct email address associated with your Genie account.
Check Your Spam Folder: If you're waiting for an email, make sure it hasn’t landed in your spam or promotions folder.
By following these steps, you’ll often be able to resolve the issue quickly. If not, our support team will work with you to get everything back on track.
Thank you for reading this Help Center article! Our goal is to help you become an inventory pro.