Having trouble logging into the Genea app? If so, there are a few important pieces of information you will want to check and verify.

If you're logging into your account for the first time...

If you are new to Genea and this is the first time you are logging into your app, you will first want to make sure that you are registered.

IF YOUR PROPERTY UTILIZES SSO:

If you property utilizes Single Sign-On (SSO), then you will log into the Genea app using your company email and password. If this is the case, you will not have to register for Genea, and you will not need to create an account password. Your administrators should provide guidance as to whether your property uses SSO.

IF YOUR PROPERTY DOES NOT UTILIZE SSO:

If your property does not utilize SSO, you will want to first ensure that you've properly registered for Genea. If you’ve been granted mobile access, you will receive an email from acsupport@getgenea.com with registration information about your mobile key. To register for your Genea account, follow these steps:

1) Check your email for a message from acsupport@getgenea.com. The subject line will read, 'Genea Registration.' Within this email you will find a button that reads, 'Activate Account.' Click on the 'Activate Account' button.

2) You will be routed to a page where you will create your account password. Your password must include the following:

  • At least one uppercase letter.
  • At least one lowercase letter.
  • At least one number.
  • At least one special character.
  • Your password must contain at least eight characters.
  • Your password may not contain any spaces.

3) After successfully creating your password and downloading the Genea app, launch the Genea app on your mobile device. You should then be able to log in to the app.

If you've successfully registered your account...

If you are unable to login to the app after having successfully created your account, you will want to ensure that you are inputting the correct email and password.

If you are inputting an incorrect email, you will get an error notification that reads:
"Couldn't find your Genea account with that email. If you believe your email is correct, please contact your administrator."

If you believe you are getting this notification in error, please contact one of your office or community administrators to verify that they have the correct email on file.

If you are inputting an incorrect password, you will get an error notification that reads:
"Wrong password. Try again or click Forgot Your Password to reset it."

If you receive this error notification, Genea recommends resetting your Genea password. To reset your password, click on the 'Forgot Your Password?' link and follow the prompts. Be sure your password includes the following elements:

  • At least one uppercase letter.
  • At least one lowercase letter.
  • At least one number.
  • At least one special character.
  • Your password must contain at least eight characters.
  • Your password may not contain any spaces.

Still having trouble logging in?

If you have tried all of the above and are still having trouble logging into your account, we recommend restarting your phone. 

If you are still unable to login following a mobile device restart, you should contact your property administrator for assistance, or you can message us at acsupport@getgenea.com. We're always ready to help!

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