Even with the best tools, sometimes you hit a snag. It happens! We're here to help you get back to creating. Before you reach out, it’s always a good idea to have a quick search through our Help Center. You might find your answer right away. If you still need a hand, this guide will walk you through how to send our support team a request that gets you the fastest possible solution.
Getting in Touch
Whenever you need to talk to a human, you can reach our support team by using the support link inside your Genpire account or by visiting us at genpire.com. That’ll get your message straight into our queue.
The Perfect Support Request: Helping Us Help You
The secret to getting a fast, helpful answer is to give us all the clues right from the start. Think of it like telling us a short story about what went wrong. When you write to us, try to paint a clear picture. Start with the basics: make sure you're writing from or include the email address connected to your Genpire account. That’s ground zero for us finding you in the system.
Next, tell us what you were setting out to do. For instance, maybe you were in the Creator Dashboard trying to generate a new tech pack for a line of footwear from the "Describe Your Product" tab. Or perhaps you were on a specific tech pack's detail view, clicking the "Request Quote" button to start the RFQ process for a sample run. Then, describe what you expected to happen versus what actually occurred. Did a screen freeze? Did a generation process seem to get stuck? The more detail, the better.
If you can, a screenshot is often worth a thousand words. Seeing what you're seeing is incredibly helpful for our team to diagnose the issue without a lot of back-and-forth. And if your question is about a specific tech pack or manufacturing order, grabbing the Tech Pack ID or Order Reference is a huge help. You can find these identifiers in your tech pack's detail view or on the order summary. When you pull all this information together, you give our team a complete puzzle, and they're a whole lot faster at putting the pieces together for you.
What to Expect Next
Once your request is in, our team will get on it. We do our best to respond to every inquiry as quickly as possible during our working days. Providing all the details we talked about above really does shave off a ton of time and helps us pinpoint the problem on the first try. We'll read through everything you sent and get back to you with a solution or some next steps.
Related questions
Where do I find my Tech Pack ID?
You can find the unique Tech Pack ID for any of your products by navigating to the "Tech Packs" section of your account. Simply click on the tech pack you're interested in to open its detail view, and you'll find the ID there, usually near the title.
Why should I check the Help Center first?
Our Help Center is packed with answers to common questions and guides for getting the most out of Genpire. Checking here first can often get you an instant answer, which is always faster than waiting for a reply. We're constantly updating it based on what founders like you are asking.
My generation failed but my credits were used. What do I do?
Glitches can happen from time to time, and we know how important your credits are. If a tech pack generation fails to complete but the credits were deducted, please send a support request with the details of the product you were trying to create. Our team can investigate and make things right.