Question 1

How quickly will I hear back after contacting support?

Accepted Answer

Our team responds to every support request within 24 hours on business days, Monday through Friday. Most tickets are resolved the same day.

Question 2

Do you offer priority support for paid plans?

Accepted Answer

Every customer receives the same priority handling, regardless of plan. All support requests are answered within 24 hours on business days, and we treat every ticket as important.

Question 3

What happens if my issue is urgent and outside business hours?

Accepted Answer

The fastest way to reach us outside business hours is the live chat available in the bottom right corner of Gennai and on this page. Our team is notified immediately, and we will respond as soon as someone is available.

Question 4

How do I change or cancel my plan?

Accepted Answer

You manage your plan from the Settings tab in your Gennai dashboard, under Plan and billing. To move between tiers, click Change plan and pick the one you want: upgrades apply immediately and you are charged only the difference for the rest of the cycle, while downgrades apply at the end of the period you have already paid for. Moving from yearly to monthly billing is the one exception: it applies straight away, a new cycle starts that day, and the time left on the yearly plan is not refunded. Gennai spells that out on screen and asks you to confirm before anything is charged. To update your payment method, download past receipts or cancel, open the billing portal under Payment method and receipts, which is the secure Stripe customer portal. A cancelled subscription stays active until the end of your current billing period. Only the organization owner can change the plan or open the billing portal.

Question 5

What happens if I reach my monthly invoice limit?

Accepted Answer

When your organization reaches its monthly invoice limit, Gennai pauses new invoice processing until the start of your next billing cycle. To continue processing immediately, you can purchase one of our credit packs. Packs start at 20 credits and go up to 500 credits per pack, and every credit you purchase is added on top of your plan's monthly allowance.

Question 6

How do I connect Gennai Invoice Manager to QuickBooks Online?

Accepted Answer

From the Integrations tab in your Gennai dashboard, click Connect to QuickBooks. You will be securely redirected to Intuit's sign in page to authorize the connection. Once authorized, your QuickBooks Online account is linked to your Gennai organization and you can begin exporting invoices with a single action.

Question 7

Which editions of QuickBooks Online are supported?

Accepted Answer

Gennai Invoice Manager creates bills in QuickBooks Online, which requires the Essentials, Plus, or Advanced edition. The Simple Start edition does not support bills as a document type, so it is not compatible with the integration. If you are on Simple Start, upgrading to Essentials or above enables the integration.

Question 8

What happens if my QuickBooks Online connection expires?

Accepted Answer

Your access token to QuickBooks Online refreshes automatically every hour in the background, so day to day exports are uninterrupted. The underlying refresh token has a 101 day lifespan, and our scheduled service proactively renews it every 80 days, well before expiration. In the unlikely event that both tokens expire, you will see a reconnect prompt in the Integrations tab. Your existing data and past exports are never affected, and only new exports are paused until you reconnect.

Question 9

Can I choose which invoices get exported to QuickBooks Online?

Accepted Answer

Yes. Exports to QuickBooks Online are always initiated manually, and nothing is sent to your accounting system without your explicit action. From the invoice table in your dashboard you can select invoices individually, filter and multi select, or choose in bulk, and send them to QuickBooks Online in a single action. Up to 500 invoices can be exported in one batch.

Question 10

How does Gennai match suppliers to vendors in QuickBooks Online?

Accepted Answer

When you export an invoice, Gennai automatically matches it to the correct vendor in your QuickBooks Online account. If the supplier already exists there, the bill is attached to that vendor. If the supplier is new, Gennai creates a new vendor for it. The matching runs automatically — you never have to map suppliers manually, and Gennai is designed to avoid creating duplicate vendors. In every case, the original PDF is attached to the bill in QuickBooks Online so you retain a complete audit trail.

Question 11

How do I connect Gennai Invoice Manager to Xero?

Accepted Answer

From the Integrations tab in your Gennai dashboard, click Connect to Xero. You will be securely redirected to the Xero sign in page to authorize the connection. After you select the Xero organisation you want to link, your account is connected to your Gennai organization and you can begin exporting invoices as draft bills with a single action. If you manage several Xero organisations, you can connect more than one from the same dashboard and choose which one each export targets.

Question 12

Which Xero plans are supported?

Accepted Answer

Gennai Invoice Manager creates draft bills in Xero, which is supported on every Xero subscription plan that allows bills (including Starter, Standard, and Premium, and the newer Ignite, Grow, Comprehensive, and Ultimate plans). Each Xero plan has its own monthly limit on the number of bills you can enter directly in Xero, so very high volume teams should make sure their Xero plan can accommodate the volume Gennai will create.

Question 13

What happens if my Xero connection expires?

Accepted Answer

Your access token to Xero refreshes automatically in the background whenever it is close to expiring, so day to day exports are uninterrupted. The underlying refresh token has a 60 day lifespan, and our scheduled service proactively renews it every 45 days, well before expiration. In the unlikely event that the refresh token expires, or if you revoke access from your Xero account, you will see a reconnect prompt in the Integrations tab. Your existing data and past exports are never affected, and only new exports are paused until you reconnect.

Question 14

Can I choose which invoices get exported to Xero?

Accepted Answer

Yes. Exports to Xero are always initiated manually, and nothing is sent to your accounting system without your explicit action. From the invoice table in your dashboard you can select invoices individually, filter and multi select, or choose in bulk, and send them to Xero in a single action. Up to 500 invoices can be exported in one batch. Bills are always created with status Draft so you can review them in Xero before approving.

Question 15

How does Gennai match suppliers to contacts in Xero?

Accepted Answer

When you export an invoice, Gennai automatically matches it to the correct contact in your Xero account. If the supplier already exists there, the bill is attached to that contact. If the supplier is new, Gennai creates a new contact for it. The matching runs automatically — you never have to map suppliers manually, and Gennai is designed to avoid creating duplicate contacts. In every case, the original PDF is attached to the bill in Xero so you retain a complete audit trail.

Question 16

How is my financial data protected?

Accepted Answer

All OAuth tokens for the services you connect to Gennai, including QuickBooks Online, your email providers, and your storage accounts, are encrypted at rest using AES-256-GCM, a NIST approved authenticated encryption standard. Access to your organization's data is controlled by role-based permissions, so only the team members you invite can see your invoices. External accountants can be granted scoped read-only access. All communication with Gennai is encrypted in transit using TLS.

Question 17

How do I permanently delete my account and data?

Accepted Answer

You can delete your account at any time from Settings, then Delete account. This permanently removes your organization, all members, every invoice, every stored PDF from our storage provider, all connected email and integration accounts, and all OAuth tokens. Deletion is immediate and there is no grace period. Files that Gennai previously synced to your own Google Drive or OneDrive remain in your storage because we do not own those accounts, so you can manage those files directly from your provider. If you have an active subscription, we cancel it in Stripe before finalizing the deletion, so you will not be billed afterward.

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