Cannot Create a Password for the Gensym Support Portal


You received a Welcome to Gensym e-mail with a link to create an account in the Support Portal, but the link is not working. 


When you submit a request to Gensym support for the first time, sign up in the Ignite - Gensym Support Portal, or send an email to Gensym support for the first time, a user will be created with your email address in the Support Portal. You will receive a welcome email with a link to create a password and sign in to the portal.  This link is used to verify your e-mail address.

If you are not able to open the link with any of the following browsers, contact Gensym Support and request them to verify your email address:

  • Google Chrome: latest two versions
  • Mozilla Firefox: latest two versions
  • Apple Safari: latest two versions
  • Microsoft Edge: latest two versions

Note: Internet Explorer 11 is no longer supported by our Support Portal.

Once Gensym Support verifies your e-mail address, you will be able to access the Support Portal. 

<supportagent>After confirming the user's e-mail address is valid and belongs to a customer, verify it in Zendesk.</supportagent>



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