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 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 5

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 6

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 7

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 8

How does Gennai match suppliers to vendors in QuickBooks Online?

Accepted Answer

When you export an invoice, Gennai searches your QuickBooks Online vendor list by supplier name. If a matching vendor is found, the bill is attached to that vendor, and any missing tax identifier is added using the value extracted from the invoice. If no match is found, Gennai automatically creates a new vendor using the supplier name and tax identifier. In every case, the original PDF is attached to the bill in QuickBooks Online so you retain a complete audit trail.

Question 9

How do I change or cancel my plan?

Accepted Answer

You can manage your plan from the Settings tab in your Gennai dashboard. Clicking Manage billing opens the secure Stripe customer portal, where you can upgrade, downgrade, or cancel your subscription, update your payment method, and download your past invoices. Plan changes take effect immediately, and cancellations remain active until the end of your current billing period. Only the organization owner can access billing settings.

Question 10

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 11

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 12

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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