App Support - Gene Keys

Is your question about one of these?

Coupons not working or never arriving
Audio stopping, not playing, or playing the wrong audio
Being charged after your free month
Your profile or journey not matching what you know
Prices that look different than expected
Chemistry with someone who doesn’t have an account
Website purchases not showing in the app
Changing your birth information or regenerating your profile

If so, your answer is already waiting for you on our 🐛 Current Transmutations page.

Messages about these topics may not get a personal reply, so our team can focus on the questions that don’t have an answer yet.

My question is one of the above →

Issue not on the list, or noticing something new in the app? Continue to the next step.

First Name

Last Name

What kind of help do you need?

Technical issue

Account or login

Billing or subscription

Refund request

Report incorrect content

Suggest an improvement / feature

General inquiry

Other

REFUND REQUESTS

What you need to know about app refunds

App subscriptions are purchased through the Apple App Store or Google Play, so refunds are requested directly through them. If you write in about a refund, these are the steps we’ll share with you:

iPhone/iPad:

Cancel your subscription: Settings → your name → Subscriptions → Gene Keys → Cancel Subscription
Request your refund: go to reportaproblem.apple.com, sign in with the Apple ID you used to subscribe, find the Gene Keys charge, and choose “Request a refund.”

Android:

Cancel your subscription: Google Play Store → profile icon → Payments & subscriptions → Subscriptions → Gene Keys → Cancel subscription
Request your refund: go to play.google.com → Order history, find the Gene Keys charge, and choose “Request a refund.”

Refund requests are usually handled quickly.

BILLING & SUBSCRIPTIONS

What you need to know about billing & your subscription

App subscriptions are managed by Apple or Google, so changes to your plan, payment method, or charges happen in your app store. If you write in about billing, this is where we’ll point you:

Cancel or change your plan:
- iPhone/iPad: Settings → your name → Subscriptions → Gene Keys.
- Android: Google Play Store → profile icon → Payments & subscriptions → Subscriptions → Gene Keys.
Payment declined or flagged: update your payment method in your Apple ID or Google Play settings, or check with your bank.
Checking a charge:
- iPhone/iPad: visit reportaproblem.apple.com.
- Android: visit play.google.com → Order history.
Price looks different than expected, or charged after your free month: see Current Transmutations.

REPORT INCORRECT CONTENT

What you need to know about reporting incorrect content

Thank you so much for catching this. So we can find it and fix it, please include:

Where you found it: your profile or your journey, and if it’s your journey, which sequence
What you tapped to reach that screen
A screenshot

You may not hear back from us personally about this. Each report is submitted for a fix as it arrives, so keep your app updated to see corrections as they’re made.

TECHNICAL ISSUES

What you need to know about reporting technical issues

Save yourself some time: these are basic troubleshooting steps we’re likely to ask you to try. Give them a go before you write in:

Update to the latest version of the app.
Log out and log back in.
If that doesn’t help, uninstall the app, reinstall it, and log back in.

Audio trouble or a profile mismatch? Both are known issues our dev team is working on, and you’ll find the details on Current Transmutations.

If the basic troubleshooting steps didn’t resolve your issue, a screenshot or screen recording of what you’re seeing helps us understand exactly what’s going on.

Before you continue, please double-check that the email address you enter in this form is the same one you’re signed into the Gene Keys app with. If the two don’t match, we won’t be able to find your account to help you.

FEATURE REQUESTS

A note before you submit a request

Thank you for helping shape the app. You can see what’s already planned on the roadmap on the First Wave page, including adding someone to Chemistry without their own account.

Is your question about a coupon or offer code?

Yes

How is this affecting your experience?

Blocking critical or promised functionality

Reduced functionality leading to unsatisfying experience

Not in the way, yet affecting quality of experience

Sharing feedback, a request, or gratitude

Unknown or unclear

COUPONS

What you need to know about coupons

Coupon issues are resolved through the Coupon Lifeline, not this form. Fill out the Coupon Lifeline form using the email address of your Gene Keys app account, and we’ll add your access on our end.

REPORT YOUR EXPERIENCE

What we need from you to support

Tell us what happened.

Helpful details include:

What were you trying to do?
What happened instead?
If you saw an error message, what did it say?
Have you already tried anything to fix it?

For technical issues please consider the following:

Take a screenshot or screen recording of the error message or issue you are having and attach that file to this message before you submit the form.
If you have (or think you might have) multiple accounts, email addresses, or names please provide them in your message.

Please describe what happened in as much detail as you can.

Please upload any screenshots, recordings, or other documentation that clarifies your inquiry or request. Allowable file types include images (jpg, jpeg, gif, png, bmp), PDFs, and videos (mp4, mpeg, mov). Max file size = 3MB

Choose File

Device type:

iPhone

iPad

Android phone

Android tablet