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This page covers common issues clients encounter on the Genius Capital Group platform and how to resolve them quickly without needing to contact support.

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Can’t log in

If you’re unable to access your account, work through these steps in order:
  1. Check caps lock — Passwords are case-sensitive. Make sure caps lock is off before trying again.
  2. Reset your password — Use the “Forgot Password” link on the login page. You’ll receive a reset link at your registered email address.
  3. Check for a 2FA prompt — If multi-factor authentication is enabled, you’ll need to approve the login via your authenticator app or SMS code before access is granted.
  4. Wait out a lockout — After 5 consecutive failed login attempts, your account is temporarily locked for 30 minutes. If you need immediate access, contact support to unlock it manually.
If you’re having trouble connecting a bank account through the portal:
  • Use your online banking credentials — Enter the username and password you use to log in to your bank’s website, not your debit card number or account number.
  • Try a different browser — Browser extensions and cached data can interfere with the linking flow. Switch to a clean browser session.
  • Disable ad blockers — Ad blockers and privacy extensions can block the bank-linking widget. Disable them temporarily and retry.
  • Link manually via micro-deposits — If your bank isn’t listed in the supported institutions, contact support. We can link your account using the micro-deposit verification method instead.

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Document upload fails

Before uploading, confirm the following:
  • Accepted formats: PDF, XLSX, CSV, JPG, and PNG
  • Maximum file size: 25 MB
  • Not password-protected: If you see a “file rejected” error, the document may have a password or digital rights restriction. Remove any protection before uploading.
If the issue persists, try uploading from a different browser or clear your browser cache and retry.

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Application status not updating

Status updates can take up to 24 hours to reflect in the portal after a change occurs. If your application has been in the same status for more than 5 business days since submission with no update, contact your advisor or the support team to request a manual status check.

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Missing funds or transfers

If an expected deposit or transfer isn’t showing in your account:
  • ACH deposits take 2–3 business days from the initiation date to settle.
  • Wire transfers are typically same-day if your bank initiates them before its daily cutoff time.
  • Check the Funding tab in your portal for the current status of any pending transfers.
For discrepancies that remain unresolved after the expected settlement window, contact support and include your transaction reference number so we can investigate promptly.
Genius Capital Group will never ask for your password or full Social Security Number via email or phone. If you receive such a request, do not respond — report it to support immediately.
When contacting support about a platform issue, include your account number and a screenshot of the error (with any sensitive information redacted). This helps our team resolve your issue faster.