Getting Help

We want you to have a smooth writing experience. When something goes wrong or you have a question, here's how to get the fastest, most helpful response possible.

Check the Docs First

Before reaching out, take a quick look through the documentation. Many questions are already answered in detail, and you'll get your answer faster than waiting for a response from support.

• Common Issues — step-by-step solutions for the most frequent problems (token errors, saving issues, model availability, and more).
• Frequently Asked Questions — quick answers about plans, tokens, privacy, AI generation, imports, exports, and features.
• Documentation Hub — the full documentation index organized by feature. Each section covers setup, usage, and edge cases.

In-App Feedback Button

The fastest way to reach the Genesis Writer team is through the in-app feedback button. You'll find it in the application header — it's available on every page, so you can submit feedback without leaving your writing environment.

When you click the feedback button, a dialog opens where you can:

• Describe the issue or suggestion in your own words.
• Select a category (bug report, feature request, general feedback).
• Submit directly — your account information is attached automatically, so the team has the context they need to investigate.

Your feedback goes directly to the development team. It's not a black hole — every submission is read and triaged.

Reporting Bugs

Found something broken? Bug reports are incredibly valuable. A well-written report helps the team reproduce the issue quickly, which means it gets fixed faster.

Writing Good Bug Reports

The best bug reports include four things:

1. What you were doing — describe the action you were taking when the problem occurred. “I clicked Continue on a draft with about 2,000 words using Claude 4.5 Sonnet.”
2. What you expected to happen — what should have occurred. “I expected the AI to continue my last paragraph.”
3. What actually happened — what went wrong. “The generation started but stopped after one sentence, and the Keep/Discard toolbar didn't appear.”
4. Steps to reproduce — can you make it happen again? If so, list the exact steps. If it only happened once, mention that too.

Helpful bonus details (but not required):

• Your browser and operating system (e.g., Chrome 130 on Windows 11)
• Whether the issue happens in an incognito/private window
• Any error messages you saw (exact wording is best)
• The approximate time the issue occurred
• Which AI model you were using

Example Bug Report

Here's what a helpful bug report looks like:

Bug: AI generation stops mid-sentence and toolbar disappears

What I was doing: I clicked Continue on a 3,000-word draft in the Writer editor. I was using Gemini 3.1 Pro with the “Nightfall” style applied.

Expected: The AI should continue from my last paragraph and show the Keep/Discard toolbar when finished.

Actual: About 50 words streamed in, then the text just stopped. No Keep/Discard toolbar appeared. The text that was generated is still visible but I can't accept or discard it.

Reproducible: Happened twice in a row. Third attempt worked fine.

Browser: Firefox 135, macOS Sonoma

Feature Requests

Have an idea for something Genesis Writer should do? Feature requests are welcome and actively reviewed. Use the same in-app feedback button and select the “feature request” category.

The most helpful feature requests explain the problem you're trying to solve, not just the solution you're imagining. For example:

• Good: “I often need to compare two versions of the same scene side by side. It would be helpful to have a split-view or diff mode.”
• Less helpful: “Add a button that does X.” (Why do you need it? What problem does it solve?)

When you explain the underlying need, the team can sometimes find a better solution than what you initially envisioned — or point you to an existing feature you might not have discovered yet.

Response Time Expectations

Here's what to expect after submitting feedback:

Critical issues — especially anything involving data loss, payment problems, or account access — are treated with the highest priority. If you're experiencing one of these, mention it clearly in your report so it gets escalated.

Community Resources

Beyond direct support, there are other ways to connect with the Genesis Writer community and get help from fellow writers:

• Documentation — you're already here. The full documentation hub covers every feature in detail with examples, tips, and best practices.
• Marketplace — the Genesis Writer Marketplace is where writers share writing styles, characters, plugins, and beta readers. Browsing what others have created is a great way to discover new approaches and techniques.
• In-app tooltips — hover over icons and buttons throughout the app for quick explanations. Many features have contextual help built in.

Self-Help Checklist

Before submitting a report, run through this quick checklist. Many issues resolve themselves with these basic steps:

1. Refresh the page. A surprising number of issues are resolved by a simple page reload (Ctrl+R or Cmd+R).
2. Check your internet connection. Open another website in a new tab. If that fails, the issue is your connection, not Genesis Writer.
3. Try a different browser. Browser extensions (especially ad blockers and privacy tools) can occasionally interfere. Try Chrome, Firefox, or Safari without extensions, or use an incognito/private window.
4. Clear your browser cache. Stale cached files can cause unexpected behavior after updates. Clear your cache and reload.
5. Log out and log back in. This refreshes your session, subscription status, and token balance.
6. Check your token balance. If AI features aren't working, you may simply be out of tokens. Check in Settings.
7. Search the docs. Use the documentation search to look for your specific issue. Someone else has likely encountered it before.

If none of these steps help, submit a report through the in-app feedback button with as much detail as you can. The team genuinely wants to help, and a clear report makes that possible.