Help! I can't log into my account!

If you are having trouble logging into a GenSix account that you already created, here are a few troubleshooting steps to try first:

1. Go to: https://www.gensix.com/my-account/ and enter in the email address and password you used when creating your account under the area that says “LOGIN” located on the left side (desktop) or top (mobile/devices). It’s possible to think that you’re logging in when really you’re filling out the “REGISTER FORM” that is on the right side.
2. Ensure that caps lock is not on when entering your password.
3. If you still can’t get in and think you may have the incorrect password, click the Lost your password? link. A link to reset your password will be sent to your email.
4. If you are still unable to get into your account, there are several things you will want to check:
   1. If you aren’t seeing your “Reset Password” email from us (when resetting your password), first check your spam/junk folder to make sure the email hasn’t landed there.
   2. Some email providers like iCloud notoriously block emails from our system, including reset emails. Reach out to us for a manual password reset if you think this might be the case.
   3. If you often use multiple email accounts, you’ll want to ensure that you didn’t set the account up with a different email address. This actually happens quite often.
   4. If you still don’t see the reset email, it’s possible that you misspelled or mistyped your email address when setting up your account in the first place.  We’ve had users inadvertently paste extra characters when copying and pasting an email address, or mistype the address when setting up the account initially. If you suspect this may be the issue, you’ll want to contact us to find your account and ensure that the correct email is attached to the account and change it if necessary.

In some rare cases, users may not have actually completed a user registration, so they don’t have an account set up, even though they may have gone through several steps. By contacting us, we can confirm whether or not an email address exists in our system.