Support / Help

If you run into trouble using Genu.ID, please check the FAQ below. If the answer isn't here, our support team is happy to help.

Hours and response time

Hours: Weekdays 09:00-18:00 KST (closed on Korean public holidays)
Response time: within 1-2 business days
Effective: 2026-06-25

Frequently Asked Questions

Q1. Can anyone use the app?

Yes. Genu.ID is free for everyone. You can install the app and verify authenticity without signing in. No account is required.

Q2. How is this different from a regular QR scanner?

A regular QR scanner just opens whatever URL is encoded in the code — it has no way to tell whether the landing page is real or a counterfeit. Genu.ID checks the QR code itself: whether it was issued by the legitimate brand, whether it shows signs of cloning or reprinting, and whether the scan history and location pattern look natural.

Q3. What do “Normal / Caution / Suspicious” mean?

Normal: the issuance data and scan history look consistent with a genuine product.
Caution: there are weak signals worth a second look.
Suspicious: signals of cloning, tampering, or abnormal patterns were detected.

A “Caution” or “Suspicious” result doesn't automatically mean the product is counterfeit, but it's a good idea to check with the seller.

Q4. Why does the app ask for camera / location permission?

Camera: required to read QR codes. Video is never stored — codes are decoded live in memory.
Location: optional. If granted, the verification coordinates are recorded alongside the scan. Denying the permission is fine — the app still verifies authenticity normally.

Q5. What should I do if a result is “Suspicious”?

Take a screenshot of the result and contact the seller (store or online merchant).
Keep the receipt, warranty card, packaging, etc. for reference.
If you need further help, email cs@palettecorp.kr.

Q6. How do distributor or store staff sign in?

Use the credentials issued by your brand HQ or operations administrator on the “Sign in” screen. Contact your administrator to request an account.

Q7. What happens if my internet drops?

Scan requests are queued and automatically synchronized when the connection recovers (beta). The verification result will be shown after the network is back.

Q8. I'd like my data deleted.

Please email cs@palettecorp.kr with information that lets us verify your identity. We will respond within 10 business days. Anonymous users have no stored identifiers, so no separate account-deletion procedure is needed.

Contact Channels

General / technical / privacy inquiries: cs@palettecorp.kr
Website: https://genu.id

Including the following details speeds things up:

Device (e.g., iPhone 15 Pro / Android 14)
App version (visible on the in-app settings screen)
What happened / screenshots
Any error messages

Bug Reports

If you've found a reproducible bug, please email cs@palettecorp.kr with:

The screen / sequence of actions where the bug occurred
What you expected vs. what happened
A screenshot or short screen recording
Device / OS / app version