Contacting Jenius Support

If you encounter technical issues, account errors, or platform questions that cannot be resolved using our self-service help articles, our dedicated support team is here to assist you.

How-To Guides

How to Open a Support Ticket

To submit a support request, navigate to the Jenius platform website and access our support portal directly:

  1. If you are logged out: Click the headphone icon located in the upper-left corner of the login page.
  2. If you are logged in: Click the headphone icon located in the upper-right corner of your workspace.
  3. Complete and submit the form to send your ticket directly to our technical support team.

How to Prepare Your Support Request

To help our technical team investigate and resolve your issue as quickly as possible, please include the following details in your email:

  1. Your Full Name and Registered Work Email Address.
  2. Your Organization Name.
  3. The Module Name where the issue is occurring (for example: Activities, Roleplay, or Jenius IQ).
  4. A Detailed Description of the problem, including the exact steps you took before the issue occurred.
  5. The Full Text of Any Error Messages or a screenshot of the issue.

Frequently Asked Questions (FAQs)

When should I contact my internal Organization Admin instead of Jenius Support?

You should contact your company's internal Organization Admin first for the following account-related issues:

  1. Requesting a new invitation link or resending an expired invite.
  2. Modifying your System Role permissions or assigning reporting Managers.
  3. Resetting your login password if your company uses Single Sign-On (SSO).
  4. Domain-level identity provider (IdP) configurations, such as Okta or Microsoft Entra ID.
  5. Account deactivation or deletion requests.

Who should I contact to report a security concern or ask about data compliance?

Protecting our clients’ data and maintaining strong security practices are fundamental to how we operate. We are committed to transparency around our security, privacy, and compliance practices so our customers can confidently trust the systems that support their teams.
For compliance questions, reporting vulnerabilities, or accessing detailed security audits:

  • Our Trust Center: Our dedicated Trust Center provides direct access to information about our security controls, policies, compliance efforts, and responsible handling of customer data. To view detailed documentation and request access to additional materials (such as our SOC 2 Type I or Type II audit reports), please visit our Secureframe Trust Center.
  • Security and Compliance Email: For direct security inquiries, compliance questions, or to report a system concern, please contact our team at security@janek.com.