Product Support is scheduled for 24x7 support coverage.

If you do not have a My Support account, you must request an account. Your corporate email address will be required. Allow 48 business hours to receive your credentials.

NOTE: If you are having trouble with your My Support credentials or are unable to login, try the Forgot Password option.

Non-urgent issues 


Open new cases via the My Support Portal.


See our phone listings for your local number.


WARNING: Do not use this email address to report new issues or open Cases. Use web or phone to open new Cases.

  • Use for all email communications with Product Support.
  • You can contact us via Email for updates on existing Cases or if you are unable to login to My Support.
  • You can update an Open Case by Email if you reply to an Email originated from the Case by a Genesys Customer Care representative or to an automated Case notification. An Email originated from a Case includes a special Reference ID, which ties any reply back to the Case.

Urgent issues

  1. Call Product Support.
  2. Your Personal Identification Number (PIN) may be required to verify your identity, see Locate your PIN.

Are you still having issues?

  1. Create an email with the following information:
    • Full name
    • The email address associated with your My Support account
    • Company or partner name
    • Phone number
    • Description of the issue (e.g., cannot login, bad link, etc.)
  2. Send the email to: