Account Management

Overview

Manage how you sign in, your email address, your password, your plan, and your account. This article covers signing in, changing your account email address, passwords, deleting your account, locked accounts, moving between accounts, using Genspark on more than one device, finding your projects, account security, and contacting support.

Signing in

What should I do if I can't sign in?

Try these steps:

• Use your registered email address. This is the address you used when you created your account, not your billing email (the address you gave our payment processor to receive invoices).
• Use the same sign-in method you created your account with. If you created your account with Google or Apple, select Continue with Google or Continue with Apple on the sign-in page. If you created it with an email address, sign in with that address, using either a one-time code sent to your email or your password.
• Check for typos. Review the spelling of your email address.
• Check your spam folder. Verification and password reset emails can be filtered.
• Contact support. If you still can't sign in, submit a ticket.

Which email address do I use to sign in?

Use the email address you registered with. Your billing email and your registered email address can be different, so don't use your billing email to sign in.

I paid for a plan but my account shows Free. What happened?

Your plan belongs to the account you were signed in to when you paid. If you signed in with a different email address (for example a second Google account), you may be in a second account. Open the plans and pricing window. If your plan is on another account, a banner reads "You have memberships linked to other accounts" and lists them. Sign out, then sign in to the account it names. If you don't see the banner or can't find the right account, contact support and include the email address from your payment receipt.

I use Apple's "Hide My Email". Which address is my account?

When you choose "Hide My Email" with Apple sign-in, your account is created with a private relay address from Apple, not your real email address. Keep selecting Continue with Apple to reach that account. If you sign in with your real email address or with Google instead, you get a separate account. To find the account that holds your plan, open the plans and pricing window. If your plan is on another account, the banner names it, even when you have never seen that relay address. If you still can't find it, contact support and include your payment receipt.

Can I change the email address on my account?

No. Your account is tied to the email address you signed up with, and it can't be changed in the app or by Support. Support also can't merge two accounts or move data from one account to another.

If you need to use a different email address, sign up for a new Genspark account with it. The new account starts empty. Your plan, credits, projects and files stay on the original account. If you want to stop paying on the old account, cancel its subscription first. See "Can I move my plan to another account?" on this page.

Does changing my email address change how I sign in?

No. If you sign in with Google or Apple, you keep signing in with that same Google or Apple account after the change. The new address becomes your account email address.

Can I switch my sign-in method?

Your account keeps the sign-in method it was created with (Google, Apple, or email and password). There is no setting to switch it yourself. If you sign in with Google or Apple using the same email address as an existing account, you reach that same account. If the email address is different, for example a different Google account, you get a new, separate account. The new account starts empty, and your plan, credits, and projects stay on the original account. Contact support if you need help with your sign-in method.

What stays with my account when my email address changes?

Item	When support changes the email address
Plan and subscription	Stays on your account
Credits	Stay on your account
Projects and files	Stay on your account
Sign-in method	Stays the same (Google, Apple, or email and password)

Password

How do I reset my password?

If you created your account with an email address and password:

1. On the sign-in page, select the password reset option.
2. Enter your registered email address.
3. Open the reset link sent to your email.
4. Create a new password.

Genspark support can't see or change your password, so the reset link you receive by email is the way to set a new password.

Do I have a password if I signed in with Google or Apple?

Accounts created with Google or Apple sign in through Google or Apple, so they don't have a Genspark password. Each time you sign in, select Continue with Google or Continue with Apple. Password reset is for accounts created with an email address and password.

Deleting your account

How do I delete my account?

On the web:

1. Open your profile menu, select Settings, then open the Account tab. You can also go straight to genspark.ai/?settings=account.
2. Click Delete User.
3. In the Delete Account window, read the notices. If you have an active subscription paid by card, a Resolve subscriptions section asks you to cancel it first. See What happens to my subscription when I delete my account?.
4. In the Confirm deletion section, type your email address, then click Delete my account.
5. The window changes to Check your email. Open the email we sent you and click the link in it. The link works once and expires after 24 hours.
6. On the page that opens, check that it shows your email address, then click Permanently delete my account. This page appears in English.

For the iPhone, iPad, and Android apps, deletion works the same way through the app's account settings.

Deletion emails are limited to 3 per hour.

What happens to my subscription when I delete my account?

• Plus, Pro, and Cloud Computer subscriptions paid by card. Cancel them before you can delete. In the Resolve subscriptions section, click Cancel next to your plan (for example, Cancel Genspark Plus Plan), then Confirm cancel. Your access continues until the end date shown there, and cancelling is a separate step from deleting. If you have another subscription, use Manage subscription in billing portal for it.
• Subscriptions bought through the App Store or Google Play. Deleting your account does not cancel them. Cancel in the App Store or Google Play subscription settings on your device to stop billing. If you open the delete window in a web browser on a phone or tablet, an Apple subscription shows an Open App Store button. A Google Play subscription shows no button, so open Google Play on your device and cancel there.

What happens to my credits, projects, and Second Brain when I delete my account?

• Credits are removed and can't be refunded.
• Projects and history are removed from your account and you can no longer open them.
• Second Brain: you can no longer sign in to open it.

Deleting your account is permanent. Download anything you want to keep before you start.

I can't receive email at my registered address. How do I delete my account?

Deletion is confirmed by a link sent to your registered email address. If you can no longer open that mailbox, contact support and include the email address on the account.

I don't see "Delete User" in Settings. Where is it?

If your account belongs to a Team or Enterprise organization, your organization admin can hide this option. Ask your admin.

If you are the only admin of an organization, the Delete User option is there, but the window shows Organization Admin Required and asks you to transfer ownership first. Click Go to org settings, transfer ownership to another member, then delete your account.

Can I get my account back after deleting it?

No. Deleting your account is permanent, so make sure you are ready before you click Delete my account.

How can I check that my account is deleted?

If you can no longer sign in with that email address, the account is removed. A deleted account can show the message "Account is suspended" when someone tries to sign in. This message does not mean a ban.

Locked or suspended accounts

What does "Your account is temporarily locked for security" mean?

Genspark locked the account to protect it. The sign-in page shows the next step for your account. The message appears in English:

• Reset password. Click Reset password, then sign in with your new password.
• Contact your organization administrator. This appears if you sign in through your organization's single sign-on (SSO). Your admin restores access.
• Contact Genspark Support. Email [email protected].

How do I ask Genspark to review a locked account?

Email [email protected] from the address on the account, or ask your organization admin if you use SSO. Support reviews each request. The sign-in page does not give the reason for a lock.

Moving between accounts

Can I move my plan to another account?

A plan can't be moved to another account, and support can't move it for you. Your plan, remaining paid time, and credits stay on the account where you subscribed. If you subscribe on a second account, that is a new purchase and it bills right away. The first plan keeps running until its end date, and your credits stay on the first account and can't be refunded. To combine two accounts, contact support to find out which account to keep.

Can I move projects to another account?

Only some items can change owner. For a Media Canvas production, the owner opens the members list, opens the menu on a member's row, and selects Transfer ownership…. Digital Employee agents can also change owner, from the Owner card on the agent's profile in GenTeam. Other projects, including Super Agent, Genspark Code, and Second Brain, can't be moved to another account in the app.

Several accounts and devices

Can I sign in on more than one device at a time?

Yes. You can stay signed in on several computers and phones at once with the same account.

How do I sign out of my devices?

1. Open your profile menu, select Settings, then open the Account tab.
2. Click Manage Login Sessions.
3. Click Logout next to a session to sign it out, or click Logout All Other Sessions to sign out everywhere except the device you are using. The row for your current session shows Use logout to end current session. The page shows these labels in English.

If you see Also revoke my API keys, select it when you also want the keys on your account to stop working.

Why do I see a different plan on another computer?

Each account has its own plan, credits, and projects. If the plan is different on another computer, you are probably signed in to a different account there, for example one created with Google and one with an email address. Open the plans and pricing window: if your plan is on another account, a banner lists it. Sign in with the account that holds your plan on both computers. If both are signed in to the account you expect, contact support.

Finding your projects

Where can I find my past projects?

Method 1: Task list

1. Click the menu icon (two horizontal lines) in the top-left corner of the homepage or any Genspark project page.
2. Search for your past projects by keyword.

Method 2: My Library

1. Open your profile menu and select My Library.
2. Open the History tab to see all your past projects, sorted by last update. The page opens on Bookmark first.

You can also go straight to genspark.ai/me?activeTab=history.

If your projects are missing, you may be signed in to a different account. See Why do I see a different plan on another computer?.

Account security

What should I do if I notice suspicious account activity?

1. Reset your password if your account uses one. If you sign in with Google or Apple, change your password with Google or Apple.
2. Open Settings, then Account, then Manage Login Sessions, select Logout All Other Sessions, then end your current session with Logout on its row.
3. Submit a ticket.
4. Look for conversations or content you did not create.

Signs of suspicious activity:

• Conversations you don't remember having
• Password reset emails you didn't request
• Sign-in notifications from places you don't know
• Changes to your account settings you didn't make

Contact support

How do I contact support?

Open Support in the menu and leave a message, or email [email protected]. Include the email address on your account, and for billing questions, the email address from your payment receipt.