Current Transmutations
EMBRACING THE SHADOW
Updates & Answers to Common Questions & Known Issues
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Welcome, friend✨
This page is a living log of what’s actively being worked through in the Gene Keys app — bugs we’ve caught, questions that keep coming up, and where things stand with each one.
If something in the app has you lost or confused, start here. Your answer may already be waiting for you.
We’re a small, dedicated team, and every message we receive is held with care. It can take us time to reach each person individually, and when a question is already answered here, you may not hear back from us directly. This page exists so you may find your answer right away, with the same care we’d put into a personal reply.
CURRENT EBBS
These are the current known bugs and most common inquiry topics.
Tap any topic below to expand it and see the full answer. Tap again to close it.
Please update the Gene Keys app to version 1.0.18 or later. This update fixes long meditations and pauses that were stopping partway through, so they now play all the way to the end.The update also shows how long each audio is before you press play. In the Meditation Library, you now download a meditation to play it, and once it’s saved, it plays smoothly even on a weak connection.
UPDATE 30 October:
Update the Gene Keys app to version 1.0.18 or later. This update fixes long meditations and pauses that were stopping partway through, so they now play all the way to the end.
The update also shows how long each audio is before you press play. In the Meditation Library, you now download a meditation to play it, and once it’s saved, it plays smoothly even on a weak connection.
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Some journey audios are stopping partway through, not playing at all, or playing a different audio than the one you chose. Our dev team is aware of all three and is working on a fix.
In the meantime, we hope you enjoy the recursion: You paused to listen, and the app decided to pause too. A pause within a pause.
Gene Keys 101: there’s always another layer down 🌀
Workaround: pick up where you left off
Some members have found a way back in when an audio stops partway:
- When the audio stops, swipe down from the top of your screen to open your notifications.
- Find the media player for the audio.
- Drag the progress bar to the time where you left off.
- Press play to keep listening.
There’s no need to write in about this one. Keep your app updated, and the fix will reach you as soon as it’s ready.
If your free month has ended and your subscription was still active, you may have been charged for the annual plan. Your subscription was purchased through the Apple App Store or Google Play Store, so refunds are requested directly through them.
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: within 48 hours of the charge, go to play.google.com → Order history, find the Gene Keys charge, and choose “Request a refund.” After 48 hours, fill out the Google Play Refund Request form.
The few users who have requested refunds so far have received them.
For some people, a line or Gene Key in the app doesn’t match their profile, or doesn’t match the profile they’ve known for years. This is not intended behavior. Our dev team is aware of it and looking into it, so keep your app updated to receive a fix as soon as it’s ready.
If this has stirred up frustration, that makes sense. You came to the app to see yourself clearly, and finding something unfamiliar there can be unsettling.
At the same time, nothing in an app can change who you are, or undo the years of contemplation you’ve already lived. Your knowing lives in you, not on a screen.
Richard often speaks of wormholes: unexpected openings through which new understanding arrives. Though this one wasn’t intentionally designed, how might it become an invitation? What might happen if you sit with the line you’re seeing, contemplate yourself from a different perspective, and notice what it reveals?
And if the app isn’t feeling right for you right now, that’s okay too. You’re welcome to request a refund through Apple or Google (see Charged after your free month, above).
Thank you to everyone who has written in about this. Your details, screenshots, and examples are helping our dev team find the pattern. If you write in about a mismatch, please include your birth date, birth time, and birth city exactly as they’re entered in the app, along with screenshots of what you’re seeing. Without these, we can’t see what you see, so we aren’t able to look into it. We’ll share an update here once the fix is live.
Some people are getting stuck at the name screen when setting up the app.
Good news: once you finish setup one time, on any device, your profile is saved. After that, you can sign in with the same email on any device and go straight to Home.
Here are the most successful workarounds. Try them one at a time. You only need to go as far as the first one that works.
Workaround 1: Close the keyboard, tap Continue once, then wait
After typing your name, close the keyboard first instead of pressing Enter. Then tap Continue one time and don’t touch the screen for 15 to 20 seconds. The move to the next screen is a slow animation of about 4 seconds by design.
Workaround 2: Finish setup on another device (often the quickest)
- A friend’s or family member’s phone or tablet (iPhone, iPad or Android): install Gene Keys, sign in with your own email, and continue until your chart appears.
- A Mac with an Apple M1 chip or newer (Apple menu → About This Mac shows the chip): open the App Store, search Gene Keys, choose the “iPhone & iPad Apps” tab, install it, sign in, and continue until your chart appears. The Mac version isn’t officially supported, but it works well for finishing setup.
Then open the app on your own phone and sign in with the same email. It should take you straight to Home.
If you don’t have another device, try these on your phone, one at a time, retrying setup after each.
Workaround 3: Restart your phone
- iPhone: hold the side button and either volume button, slide to power off, wait 30 seconds, then turn it back on.
- Android: hold the power button (on some phones, the power button and volume up together), tap Restart, and wait for the phone to turn back on.
Workaround 4: Switch your connection
Try mobile data instead of Wi-Fi, or the other way around. Turn off any VPN or ad blocker for this attempt. On iPhone, also turn off iCloud Private Relay.
Workaround 5: Turn off battery saving
- iPhone: Settings → Battery → Low Power Mode → Off.
- Android: Settings → Battery → Battery Saver (called Power saving on some phones) → Off.
Workaround 6: Adjust motion and display settings
Change one at a time and retry after each. You can turn them back on once setup is done.
iPhone:
- Settings → Accessibility → Motion: turn off Reduce Motion, Prefer Cross-Fade Transitions, and Limit Frame Rate.
- Settings → Accessibility → Display & Text Size: set Larger Text to the default size, and turn off Bold Text.
- Settings → Display & Brightness → Display Zoom: set to Default.
Android (names can vary slightly by phone brand):
- Settings → Accessibility: turn off Remove animations.
- Settings → Display: set Font size and Display size to the default, and turn off Bold text.
If you’re still stuck, send us a short screen recording
- iPhone: add Screen Recording in Settings → Control Center, then start it from Control Center.
- Android: swipe down from the top of the screen and tap Screen record in Quick Settings.
Record one attempt, from typing your name to about 20 seconds after tapping Continue.
Send us the video, the date and time of the attempt (with your time zone), your phone model, which workarounds you tried, and whether you were on Wi-Fi or mobile data. If the video is too large to attach, you can upload it to Google Drive or iCloud and send us a link to it. Please make sure the link is set so anyone with it can view.
BACK IN FLOW
Issues that have been fixed, logged here once resolved.
If you are still experiencing any of these issues, ensure your app is up-to-date before reaching out to support.
Please update the Gene Keys app to version 1.0.18 or later. This update fixes long meditations and pauses that were stopping partway through, so they now play all the way to the end.The update also shows how long each audio is before you press play. In the Meditation Library, you now download a meditation to play it, and once it’s saved, it plays smoothly even on a weak connection.
Some verification emails were arriving after their code had already expired, which left people unable to sign in. Verification codes now stay valid for 24 hours, so a late email should still work. If a code doesn’t work, request a new one and use the most recent email.
If you’re not receiving our emails at all, first check your spam or junk folder. Then add [email protected] to your contacts or safe senders list, or whitelist the full genekeys.com domain if your email provider allows it.
When to write in
If you’ve tried these steps and your verification email still never arrives, or your code shows an error when you enter it, please reach out and include:
- The email address you’re using to sign in to the Gene Keys app
- Your email provider (for example Gmail, Outlook or iCloud)
- Your device (iPhone, iPad or Android)
- A screenshot of any error message you see
- Roughly when you requested the code
COMMON WONDERINGS
What others have asked — questions that come up again and again, already met with an answer. If something feels unclear, you’re likely not the only one wondering.
First Wave
Yes. If you’re part of the First Wave, you’re eligible for a First Wave badge whether or not you redeemed your coupon. The First Wave includes:
- Gene Keys Guides and Ambassadors
- Participants in the Sage’s Golden Path Retreats (Activation and Venus)
- Anyone who purchased over $500 from the genekeys.com online shop before July 20, 2026
What matters is one full, continuous year as a paying subscriber, on the annual, quarterly or monthly plan.
When your badge arrives:
- Annual plan: your full year is already paid, so your badge arrives as soon as badges become available in 2027.
- Quarterly or monthly plan: your badge arrives once you’ve completed a full, continuous year.
Our system for this isn’t perfect yet, so your badge may not appear right away or automatically. As long as this is true for you, you’re eligible, and you will receive your First Wave badge.
Subscriptions and pricing
When we shared the app’s price, we named it in US dollars. Since then, we’ve learned how much the app stores reshape that number from region to region. If what you saw at checkout didn’t match what you expected, we understand why that felt jarring, and we’re sorry for the confusion.
Here’s where the difference comes from:
On the App Store (Apple): We set the app’s annual subscription at $129.99 USD. From there, Apple automatically equalizes that price across all territories — it’s not a live currency conversion, and not a bug. US pricing excludes sales tax, while pricing in many other regions includes local VAT (often around 19–20%), which accounts for most of the difference you’re seeing. Apple also only offers fixed price tiers and rounds to the nearest one, which is why sometimes the number doesn’t land on a clean conversion.
On Google Play: Google Play converts our base price into your local currency automatically, and may include local tax depending on your country. Since many currencies also use the “$” symbol, the number you see may look unfamiliar even though it’s the same subscription — check what currency is listed next to the price to confirm.
Your App Store subscription covers every iPhone and iPad that uses the same Apple account for App Store purchases. Sometimes the app on a second device needs a quick refresh to recognize it, and that’s what Restore purchase does.
- On each device, check which Apple account is used for App Store purchases: Settings → your name → Media & Purchases. This can be different from your iCloud account, and both devices need to show the same App Store account.
- Make sure you’re signed into the same Gene Keys account in the app on both devices.
- On the device where premium isn’t showing, open the Gene Keys app and tap “Unlock your full Gene Keys potential.”
- At the bottom of the screen, tap “Restore purchase.” Once the app finds your subscription, your premium features unlock.
If premium still isn’t showing, delete and reinstall the app, then tap Restore purchase again. If none of this works, write in with screenshots of the App Store account on each device and the Gene Keys account you’re signed into on each device.
Not at this time. App subscriptions are purchased through the Apple App Store or Google Play, and each one unlocks only its own devices. A subscription from the App Store works on iPhone and iPad, and a subscription from Google Play works on Android. If you use both an Apple and an Android device, each one needs its own subscription.
The app and the website are still two separate systems right now, so products and courses purchased through genekeys.com don’t yet appear inside the app.
Account linking is planned for a later phase of the roadmap, so your website purchases will eventually follow you into the app, as long as you use the same email address for both accounts. In the meantime, your products and courses remain fully accessible the way you originally purchased them.
Your profile and birth details
The app uses the 12-hour clock: an hour from 1 to 12, then AM or PM. If your birth time is written in 24-hour format, convert it before entering it.
- Just after midnight: 00:46 becomes 12:46 AM
- Just after noon: 12:46 stays 12:46 PM
- Afternoon and evening: subtract 12 and choose PM, so 15:20 becomes 3:20 PM
- Open the menu and tap Account settings.
- Tap “Change your birth information.”
- In Birth city, clear the field, retype the birth city, then tap the city in the dropdown.
- Check that the birth date is correct.
- Check that the time of birth is correct.
- Tap Save.
Birth information can be changed whenever needed. If you don’t know your exact birth time yet, you can update it later, for example once a birth certificate is available.
When you save, the app creates your Gene Keys profile again using the new details. This also resets all data and progress connected to your profile, including journey progress.
These same steps are also how you regenerate your profile, if you ever need to.
Try slowly typing just the first few letters of your city, then pause for a moment before continuing. A list of matches will appear, and your city is usually already there.
This field runs on Google’s map search, which looks things up letter by letter rather than matching a full name at once like a typical web search. Typing the whole name in one go can outpace the results, so the list lags behind what’s already been typed. Once it appears, select your city from the list rather than continuing to type. It may be formatted a little differently than expected, which is normal.
If your city still doesn’t appear, choose the closest city in the same timezone as your birthplace. Your birth city is how your profile knows which timezone you were born in, so a nearby city in that timezone works just as well.
Using the app
Adding someone without an account, using just their birth details, isn’t available in the app yet. It’s a valuable feature, and it’s on our roadmap.
Right now, the app and the website run as two separate systems, and bringing them fully together is part of what makes this possible down the road. Rather than hold Codes of Chemistry back until that work is complete, we chose to release it now in its current form, so you could start using it early. For the complete roadmap, visit the First Wave page.
How it works now
Codes of Chemistry works through invitation. Invite a friend using their email or a special link, and once they’ve joined, you’ll both see your Chemistry together. Every account gets one free Chemistry Token, with unlimited profiles for subscribers.
How to add a friend
If you aren’t sure how, or you’ve tried and it isn’t working, here are the exact steps:
- Open Chemistry. At the top you’ll see a search bar, a filter menu, and a plus sign. Tap the plus sign.
- Choose how to invite:
- With a link (easiest): each link works only once, so create a new link for every person you invite.
- By email: type the email address of their Gene Keys app account and tap Add. This may or may not be the same as their genekeys.com email, so check with them first. They’ll appear in your added list with an X beside their name. Add as many people as you like this way.
- When everyone is added, tap Invite at the bottom.
- A confirmation will show that your invitations were successfully sent. Tap OK.
- You’ll land on your pending screen, which shows requests to connect and the people you’ve invited.
- Your friend receives a push notification with your request. Once they approve it, you’re connected.
A few things that commonly get in the way:
- Tapping Add only places someone in your list. The invitation goes out when you tap Invite.
- The email needs to match their Gene Keys app account.
- A link that’s already been used will tell the next person it’s been used. Each person needs their own link.
If it still isn’t working, send us screenshots of each step, in the order you took them. That shows us exactly where things stop, so we can help.
There are two ways to add a friend, depending on whether they already have a Gene Keys app account:
- If your friend already has an account, send the friend request to their email address in the app.
- If your friend doesn’t have an account yet, use “Invite with a link.” Sending a request to their email will show an error, because there’s no account connected to it yet.
If the screen keeps loading after an error, this is common with apps and websites in general. After an error, the screen can hold on to that attempt. Tapping again sends another request while the first one is still stuck. It’s a bit like pressing an elevator button many times. It doesn’t make the elevator come faster, and in an app it can keep things stuck longer.
Here’s what usually clears it, in order:
- Stop tapping and give it a moment.
- Leave that screen and come back to it.
- Fully close the app and open it again.
- Check your internet connection. Switching between Wi-Fi and mobile data often helps.
- Make sure the app is up to date in your app store.
- Restart your phone.
If you’re still struggling to add a friend after these steps, send us a short screen recording or detailed screenshots of what happens on your screen. Seeing it the way you see it helps us understand exactly what’s happening and find the right next step for you.
If you spot a sentence that cuts off partway, stray code, or asterisks around words that should appear in bold, we appreciate you sending it in, screenshots and all.
The most helpful detail you can include is exactly where in the app you found it. Is it in your profile or your journey? If it’s in your journey, which sequence? Letting us know what you tapped to reach that screen helps us find the content and fix it.
You may not hear back from us personally about these reports. Each one is submitted for a fix as it arrives, so keep your app updated to see corrections as they’re made, and please keep sending them in as you find them!
It’s a question we care about deeply. Translations of Gene Keys content are in progress. We work with translators from all over the world on an ongoing basis, and bringing more languages into the app is part of our roadmap.
Much of the Gene Keys content is copyrighted. Before an official translation can be published, it goes through a legal review process. This is a formality we follow so that every translation is in alignment with the law and true to the original teachings.
If you’re choosing to explore the Gene Keys in a language that isn’t your own, we want to acknowledge that, and we truly appreciate it.
The Gene Keys app is currently designed for phones and isn’t intended for Mac. You’re welcome to use it on your Mac, with the understanding that it may not work fully there.
The app can be downloaded on a MacBook through the App Store, searching “Gene Keys by Richard Rudd.” If the “Get” button isn’t available on your Mac, that’s because the app isn’t currently designed for macOS.
If you use it on desktop, here are a few things to expect:
- It opens at a 16:9 ratio, looking identical to the phone version
- Under Window > Zoom, you can size it up incrementally
- Under View > Enter Full Screen, it fills your whole screen, staying proportional (it won’t stretch to widescreen)
Since it isn’t built for desktop, we can’t fully support issues that come up there the way we can for iPhone, iPad, and Android. That said, please do reach out if anything feels off. We’ll do what we can to help, and let you know whether it’s something everyone’s experiencing or something specific to your setup.
A desktop version is something others have asked for too, and it’s with our developers as a request for the future.
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