Customer Support

For all support issues — including informational inquiries — we require a trouble ticket. This will help us follow issues and take appropriate courses of action. When a ticket has been activated, we are immediately notified and respond quickly. We promise thorough and expedient conflict resolution and follow-up.

Emergency Support

In the event of an emergency and you are completely down, call our Emergency Help Line at 1-877-548-0465. Click here for additional phone contacts.

GenWatch3 Support

Before contacting Motorola or Genesis, please make sure the following the following troubleshooting steps have been taken:

Have you searched our online FAQ?
Have you searched our online knowledgebase?
Have you tried to find the answer in the manual located on your CD?
Have you created a Trouble Ticket online?

Before Contacting Genesis...

Before contacting Genesis support, be prepared to provide the following information:

Type of system (including software version numbers)
Symptoms of the problem
- When did you first notice it?
- Can you reproduce it?
- What steps cause it to occur?
- Are there any unusual circumstances contributing to the problem, such as loss of power to the system?

We may ask for a screen capture (PrtScr) so that we may better understand the nature of the problem. With the screen in question open on your desktop, press Alt+PrtScr. This captures that screen image into the Windows Clipboard. From there, the image can be saved to a JPEG image which can be sent to us via email.

In certain circumstances, we may provide instructions on how to capture sample data for analysis at our GenLabs.

If Purchased From Motorola...

If GenWatch3 was purchased from Motorola and the system is still under warranty, please contact the Motorola System Support Center first for any level 1 issues so a trouble ticket can be generated by Motorola. After Motorola generates the ticket and asks a few questions, if it is needed, you will be gently handed off to Genesis for further help.