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Customer service


https://support.genopro.com/Topic32681.aspx
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By loops - Sunday, November 3, 2013
Cant figure out how to contact customer service. I've been trying to get an evaluation key for several days. Error says cannot send evaluation key to Microsoft emails. I have 2 gmail accounts and neither has received an evaluation key. No problems with receiving emails from other services. Must be a problem with Genopro. And the lack of customer support makes me reluctant to subscribe to Genopro.
By jcmorin - Monday, November 4, 2013
The hotmail problem is out of our control. Since Microsoft use Symantec Brightmail to "filter" their message we have been blocked. I've exchange over a dozen email with both company, always the same answers running in circle and do opt-in newsletters... while we haven't sent any newsletter in years!

Gmail email should work fine, we do send hundreds every days. I would suggest the usual check your junk mail folder and double check your email address.

One thing for sure, the email use currently used to register to the forum y****@gmail.com never request a key, so don't expect a key to be in that account.

We stopped the phone support for non-customer because 90% of the call were students requesting help to make their homework 1 day before the deadline.
By 1014690 - Monday, February 10, 2014
Same experience.  I have received the promotional e-mails through my gmail account, but for some reason I have not received a registration key.  It's been over a month since I made the request.   

I am a college instructor and have used the program in the past and did not have difficulties in getting a key, however this time I have not gotten one for whatever reason.  

Not sure what the problem is.  
By jcmorin - Tuesday, February 11, 2014
Dear Joe, according to our log, you did requested a registration key and was sent successfully to your gmail account.
By 1380185 - Saturday, February 22, 2014
I feel the same way - there is no number for support and I cannot put in my registration key either. This makes me very suspicious and this was recommended through my professor in order to do an assignment.
By GenoProSupport - Sunday, February 23, 2014
I replied to your email 22 minutes after receiving it.  I asked you what error you get when you enter your registration key.  I also asked if the date on your computer is correct as GenoPro uses the date of your computer to validate the key.
By 1470122 - Thursday, October 23, 2014
I have received my registration key but cannot enter it. The dialog box will not allow me to copy and paste!!
By jcmorin - Thursday, October 23, 2014
It's probably because you have an already registered version from a site license (university/company). Those special edition do not required an individual registration key.
By 1477270 - Tuesday, November 18, 2014
Dear Sir/Madam,

I did not use Genopro during my free period. Can I have a 7 day extension?.....Tom
By GenoProSupport - Wednesday, November 19, 2014
Dear Tom,
Feel free to use the following key 5Y8-D47-AYL-PFT-TMP which is valid for 6 months.
By MichaelMachan - Wednesday, November 19, 2014
Hello there,

How do I call someone in customer service.  I am interested in the academic version of your software.  I have been trying to get a response for one month.  I am very confused.  who do I e-mail or call to get assistance?

I sent my course syllabus in October and still have not received a response.

Please help.

Michael
By jcmorin - Wednesday, November 19, 2014
Dear M. Machan, you can write your question here, if this is too personal for public view (because most of the time your question may be the same for another teacher) fell free to write me directly at jcmorin@genop**.com.

Academic site license are very easy; you submit your syllabus at http://www.genopro.com/academic/ 
We approve you in ~24hr. Then use your email address as your referrer for your student to benefit 180 days.

After a quick check; you have not submit anything with the current email your using for this forum.
By 1493269 - Sunday, November 23, 2014
I have a Mac and it has the new system OS X Yosemite on it.  I am unable to download genopro, every time I try it downloads and pops up with a textedit screen and misc. cryptic letters and symbols. I have a psychology assignment due on the 1st of December. I am at a loss of what to do. Any suggestions?
By jcmorin - Monday, November 24, 2014
GenoPro do not support Mac, sorry about that.
By 245929 - Wednesday, January 14, 2015
Ditto on trying to get in contact with customer service. I have been using an academic key for my class I teach that allows the 180 day free trial for the students to learn to use the genogram. Now I was sent a new key but not academic key....confused on which key to use and need to talk with someone to make sure the class has access to the software?

Dr. John Carmack
By 245929 - Wednesday, January 14, 2015
Could you check on whether my syllabus was received yesterday and which academic key should I use? Having the students key in my ID JCarmack use to get them into the program, is that still the case?
By GenoProSupport - Wednesday, January 14, 2015
Dear Mr. John Carmack,
Your Referrer ID JCarmack is valid for your life.  No need to reapply.
By 1515832 - Friday, February 6, 2015
How do I import a genogram into another access that I have been given by my instructor? I signed up for the free 15 day registration key and have 5 days left. I do not think I will be able to complete it in time. My instructor got a code for 180 days. I would like to know if I am able to import the genogram that I have been working on into a blank one using my instructors registration. 
By 41495 - Saturday, June 6, 2015
Support and Customer Service,

I used GenoPro years ago, and wanted to started getting my genealogy records updated again.  I have changed computers a couple of times since I last used GenoPro and have lost the key.  I used the wizard in GenoPro to request a lookup, but have not heard anything back.  Back when I was first registered, I am guessing the following were my registration details:

Jeff McKune
jeff@business.mckune.net or jeff@mckune.net or research@mckune.net
12690 Ginger Lane
Rolla, MO  65401
573-341-5812

My current information is:

Jeff McKune
jeff@mckune.net
909 Hampton Ct.
Rolla, MO  65401
573-341-5812

Please let me know if you are able to find my registration key.  Thanks much!

Best regards,

Jeff
By jcmorin - Sunday, June 7, 2015
Jeff, thank for writing me personally, we did found you key on another email that was not provided in the first request.
By Lala - Wednesday, June 17, 2015
Hi,

I have never received my initial confirmation and cannot get my password because my email keeps rejecting it?




I have created a new profile so I can get customer service to change my original email from Lana_h@Hotmail.com which is where I purchased the program to Lbarry@bma.bm




Thank you!

Lana


By 1018876 - Monday, June 29, 2015
Is it possible to get Genopro for android tablets or for the iPad?
By EKristyna - Tuesday, June 30, 2015
Hello,

I have a question about my license.
I paid license some 9 years ago. I worked on it about 2 years.
After my first childern born I didn¨t have time to work my hobby anzmore.
Now I want to continue my hobby, bud I can´t write new data in my old database.
Can you help me with this problem?
License payment done around 2007-2008 on name Gerrit Eindhoven.
Best regards Kristyna
By 1586512 - Friday, July 10, 2015
How do I cancel my registration?
By 1586512 - Friday, July 10, 2015
Hello I need to find out how to cancel my registration, if y'all do not cancel my registration I will get let everyone know that yell are a scam!!!!
By jcmorin - Friday, July 10, 2015
You don't need to cancel anything...

By 1385500 - Saturday, November 28, 2015
Hello,
I would like to know if it is possible to use GenoPro in a Mac device. And, if that is possible, what are the steps needed to do so.
Thanks a lot.
Olga Díez.-
By GenoProSupport - Saturday, November 28, 2015
You may run GenoPro 2016 on a Mac, however you need special software such as Parallels.  By the way, we are building GenoProX to run on all platforms, from Windows, Mac, Linux, tablets and smartphones.
By 1628458 - Wednesday, December 9, 2015
My Reg key expired. I asked my professor about getting an academic one but they dont have one. Can I get my key extended or get another one?
By jean1952f1 - Wednesday, December 9, 2015
I purchased a key a few years ago and have now lost it, i had a problem with my pc and had to reinstall without my purchase key, I tried to contact genopro and they sent me what I thought was my key and i had to give them another address as they said they were having probs with hotmail but I gave them my grandaughters and she is hotmail too!  the key came through but as i use the programme i keep getting the box asking me to upgrade and it wont save any info that I have entered. I take it that was a temp one.  Dont know what to do.
By appleshaw - Wednesday, December 9, 2015
If you can remember, or find, your email address from 2008 you might be able to find the original key. It does not matter if it was hotmail, because it is used as a user-name, not as an email. The other problem would e old password.
If you do not have your old email you could try asking contacts who might have old messages from you.
If you can log in (you will appear as a customer on the site) then go to http://collaboration.genopro.com/Account.aspx where you can find the original key.
This works for GenoPro2011, not the current GenoPro16.

Hope this helps
By 1628458 - Friday, December 11, 2015
I am still awaiting a reply to my post from 2 days ago.  Please advise me a key. 

Thank you!
By GenoProSupport - Friday, December 11, 2015
Feel free to use the following key 3-G3AU-CNsF-3H4Z-TMP which is valid for 6 months.
By jean1952f1 - Saturday, December 12, 2015
I am hoping your reply was for me if so thankyou.
By Martyn - Saturday, December 12, 2015
The key earlier in the postings ends in TMP. and is a 6 month key, so it is probably meant for 1628458.

As you are shown as a "Customer" on this forum, you should be able to view and retrieve your registration key(s) by going to the link    http://collaboration.genopro.com/Account.aspx
(while you are logged into this forum)
Then click "manage" in the Registration Key area, this should show your  registration keys, and which version of GenoPro each key is for.

You can cut and paste the keys from here into whichever version of GenoPro that the key is intended for.


Currently the forum shows that you using version 3.0.0.5;   (GenoPro 2016)
If you find that you only have a permanent registration key for GenoPro 2011, then you can download old versions of GenoPro from http://www.genopro.com/archives/ (2.5.4.1 is the last version od GenoPro 2011)

If you install the different versions of the program into different directories, you can have multiple versions installed on your PC at any one time.

Once you have installed GenoPro 2011 (latest version is 2.5.4.1) and entered a valid registration key, you should be eligible for a $15 upgrade to GenoPro 2016 if you want to upgrade.
https://www.genopro.com/buy/?version=crowdfunding&package=Supporter

Martyn