Real humans.
Real response times.
No support ticket maze. No "your call is important to us." Email us at hello@docsgenie.net and a real person will write back — usually faster than you expect.
Pick a category — same email, better tagged.
Everything goes to hello@docsgenie.net, but adding the right tag in your subject line helps us route faster. Click a category below to start an email with the right subject.
General support
Trouble with a template, login issues, document not generating, account problems. Most issues solved same day.
[Support] →Billing & refunds
Auto-charged accidentally? Subscription question? Want a goodwill refund? Tag your email [Billing] for fastest handling.
[Billing] →AI Draft questions
Confused about credits? Want to know what AI Draft can or can't do? Got a generation that didn't work? We'll explain and refund credits if needed.
[AI] →Legal & compliance
Privacy questions, GDPR/CCPA requests, data deletion, terms questions, DMCA. We'll respond within 30 days (most within 5 business days).
[Legal] →Press & partnerships
Media inquiries, product reviews, podcast invites, partnership ideas, B2B/Teams interest. Tag [Press] or [Partner].
[Press] →Feedback & feature requests
Got an idea? Found a bug? Hate something on the site? Tell us. Or skip the email and vote on the roadmap.
[Feedback] →One inbox, real humans, no chatbots.
hello@docsgenie.netUseful Innovations Inc. · Delaware, USA
Common questions, fast answers.
If your question is below, you'll get an answer faster than email. If not, email us — we'd rather answer than make you dig.
How do I cancel my subscription?+
Two clicks via Stripe. Sign in to your DocsGenie account → click "Manage billing" → Stripe's official customer portal opens → click "Cancel plan." Done. No retention specialist, no offers to extend, no "are you sure?" gauntlet. Cancellation takes effect immediately and you keep access until the end of your paid period.
If you can't sign in for any reason, email hello@docsgenie.net with [Billing] in the subject and we'll cancel manually within 24 hours.
I got auto-charged after my $1 trial. Can I get a refund?+
Our standard policy is no refunds on subscription charges. However — if you got auto-charged and genuinely didn't realize the trial would convert, email hello@docsgenie.net with [Billing] in the subject within 14 days of the charge. We extend goodwill refunds case-by-case for accidental first-month charges.
This is part of why we send a 48-hour reminder email before the trial converts — so you have time to cancel if you've changed your mind.
My document didn't generate / AI Draft failed. What now?+
Failed AI Draft generations auto-refund the credits within a few minutes — you don't need to email us for that. If credits weren't refunded after 30 minutes, email [AI] and we'll fix it.
If a template won't generate, try a different browser first (Chrome/Firefox/Safari latest versions all work). Still broken? Email [Support] with the template name and any error message — we usually fix template bugs within hours.
Can DocsGenie give me legal advice?+
No. DocsGenie is not a law firm. Our templates are attorney-reviewed for compliance with the laws of all 50 states, and our AI Draft applies state-specific rules — but neither is a substitute for legal advice from a licensed attorney about your specific situation.
For high-stakes documents (contested divorces, complex business deals, anything involving major financial commitments), we recommend attorney review. We can answer product questions; we can't tell you what to put in a contract.
When is eSignature launching?+
It's the most-voted feature on our roadmap and we're actively building it. We don't promise specific dates because we'd rather ship it right than ship it on schedule. Vote on the roadmap to get notified when it ships.
In the meantime, generate your document with us and sign it with any free tool — see our complete e-sign guide for step-by-step instructions.
How do I delete my account and data?+
Sign in → Settings → "Delete account." This cancels any active subscriptions and starts a 30-day countdown. After 30 days, your data is permanently deleted from our active systems. Backups are purged within 90 days.
If you can't access your account or want to confirm deletion in writing, email hello@docsgenie.net with [Legal] in the subject. We process deletion requests within 5 business days under GDPR/CCPA.
Can I get a B2B / Teams plan for my company?+
Teams is on our public roadmap but isn't shipping yet. If you're interested in early access, multi-seat pricing, SSO, or a custom rollout, email hello@docsgenie.net with [Partner] in the subject and tell us about your team size and use case. We'll set up a call.
Is my data secure? Where is it stored?+
Yes. Data is stored on Digital Ocean infrastructure (US-based), encrypted in transit (TLS 1.3) and at rest. Payments are handled by Stripe — we never see your card numbers. AI processing goes through Anthropic's API and is not used to train AI models.
Full details in our Privacy Policy. Specific security questions: email [Legal].
We're a small team. Our response times above are good by SaaS standards but we're not a 24/7 enterprise help desk. If your question is urgent and time-sensitive, please say so in the subject line — we triage by urgency, not by who emailed first.