Help and Support from DocumentGENie

If you require any help with any of our products please contact us on +44 (0)845 458 8548, or via email at support@document-genie.com where one of our team will be happy to help.

Frequently Asked Questions

Why won't the document open?

This is most likely due to the "information bar" in Internet Explorer. Please ensure that you have adjusted your settings as per the getting started document emailed to you with your username and password. Full instructions are here.

Is the system always available?

We guarantee 99.9% uptime of our service and use a class leading infrastructure with built in redundancy. Without sounding too technical, basically this means that the system is robust and reliable, with backups automatically performed and all the protection that is available.

Is my data safe?

All data transferred between your computer and DocumentGENie is encrypted using 128 bit SSL - the same as a bank website - and the service is accessed via a secure login page. Each user has their own login and user profiles are used to control who sees what.

Do I need to install anything?

The beauty of the GENie products are that they are web based and are part of "cloud computing". That means the highest levels of reliability, security, and performance. No costs are involved for new infrastructure and upgrades are taken care of by us. With constant innovation, improvement, and investment in the technology you have complete piece of mind and future proofing. So, simply all you need is a web browser and word processing software to display the finished document.

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