Account Management | genup-digital-support

How do I upgrade my plan?

This article is about upgrading your plan.

Last updated on Jul 02, 2025

How do I get in touch if I have a question or need help?

Support for clients on the Essentials Plan is handled through our ticket system. Submit your query via the support page via the chat widget on the right of the screen and our team will respond within 24 hours, Monday–Friday.

Last updated on Jul 21, 2025

Can I speak to someone directly?

The Essentials plan does not include account management or phone/video/WhatsApp communication. If you'd like dedicated support or strategic calls, you can upgrade to our single service plan starting from £750+VAT per month.

Last updated on Jul 21, 2025

I haven’t received my onboarding form or Leadsie link – what should I do?

Please check your spam or promotions folder. If you still can’t find it, submit a ticket and we’ll resend it right away.

Last updated on Jul 21, 2025

How long does onboarding take?

Once we receive your completed onboarding form and Leadsie access, setup typically takes 5–7 working days.

Last updated on Jul 21, 2025

What is Leadsie and is it safe?

Leadsie is a secure platform we use to request access to your marketing accounts. It’s widely trusted and ensures we get the correct permissions without sharing passwords.

Last updated on Jul 21, 2025

How do I track performance?

You’ll receive a monthly report with key metrics and insights. Weekly reporting or dashboards are only available on higher-tier plans.

Last updated on Jul 21, 2025

When do I receive reports?

Reports are sent out monthly and include key performance metrics. Weekly updates are only available on higher-tier plans.

Last updated on Jul 21, 2025

Can you explain what the results mean?

Each report includes a summary section with insights in plain language. If you have specific questions, just raise a ticket and we’ll clarify anything you're unsure about.

Last updated on Jul 21, 2025

How do I update my payment method?

If you need to change or update your payment method, submit a ticket and we’ll guide you through it securely.

Last updated on Jul 21, 2025

Can I pause or cancel my plan?

You can request cancellation by submitting a ticket. Please note that we require 30 days’ notice before the next billing cycle.

Last updated on Jul 21, 2025

How long are your contracts?

We offer rolling monthly contracts. You make your first payment at the start of the contract and then we invoice monthly. If you want to cancel please let us know before the end of that months billing cycle or you will be automatically charged on your due date.

Last updated on Jul 21, 2025

When do you take payment?

We take payment when you sign the contract. We then automatically take payment each month on the same date. If you wish to cancel, please do so before the next payment date.

Last updated on Jul 21, 2025