Last updated: 9 September 2026
This page is the support home for the Genera Driver iOS app, used by drivers and staff of pet care businesses that run on Genera. If something isn't working, start here — and if you can't find the answer, email us and a human will reply.
Contact us
- Email — hello@generasoftware.com
- Response time — we aim to reply within one working day (Monday to Friday, UK hours)
- Company — Genera Software Ltd, registered in England and Wales (Company No. 15009675), C/O Mjf Accountancy, 47 Booker Avenue, Liverpool, England, L18 4QZ
To help us fix things faster, please include your name, the business you drive for, your iPhone model and iOS version, and roughly when the problem happened.
Getting started
Genera Driver is a workplace app. Your account is created by the business you work for, not by you — there is no public sign-up.
- Ask your manager to add you as a driver or staff member in Genera. They'll set the email address you sign in with.
- Install Genera Driver from the App Store and open it.
- Sign in with that email address and the password you were given or set.
- Allow location access when prompted, so your route can share live progress. Turn on notifications if you'd like alerts about routes, notes and messages.
If you can't sign in, the most common cause is that your account hasn't been created yet, or has been created with a different email address. Check with your manager first.
Common questions
I've forgotten my password
Use the password reset link on the sign-in screen, and follow the email that arrives. If no email arrives within a few minutes, check your spam folder and confirm with your manager which address your account uses.
Live tracking isn't showing my position
The app only shares location while it is open and you are on an active run. Check the following:
- Location permission is granted — iOS Settings → Privacy & Security → Location Services → Genera Driver, set to While Using the App.
- Precise Location is switched on for the app in that same screen.
- You have started the route in the app, and the app is open on screen rather than backgrounded or locked.
- You have a mobile data signal. Points collected in a dead spot may take a moment to catch up once you're back in coverage.
Low Power Mode reduces location accuracy and sampling frequency, so turn it off if tracking looks coarse.
I'm not receiving notifications
Check that notifications are enabled in iOS Settings → Notifications → Genera Driver, and that Focus or Do Not Disturb isn't filtering them. Signing out clears every device registered to your account, so sign back in and re-enable notifications in the app if you've recently signed out.
My route or stops look wrong
Routes, stops, owners and pets all come from your employer's Genera account. If a stop is missing or in the wrong order, ask whoever schedules your work to correct it in Genera — it will update in the app. Pull down to refresh if you don't see a change straight away.
The app is slow, blank or crashing
- Force quit the app and reopen it.
- Check you're on the latest version in the App Store.
- Confirm you have a working internet connection.
- If it persists, email us with the time it happened and what you were doing — we can look at the logs from our side.
Your account and your data
Driver accounts are created and removed by the business that employs you, so to close your account please ask them first. You can also email hello@generasoftware.com to request access to, or deletion of, your personal data and we will action or forward the request within 30 days.
For full detail on what the app collects — including precise location data, what it is used for and how to withdraw permission — see the Genera Driver section of our Privacy Policy.
Not a driver?
If you run a pet care business and want to know more about Genera, visit our homepage or get in touch.