Frequently-Asked Help Questions

Wondering how Genlighten works? Here's a list of questions you might have. Just follow the links to see answers from our support team.


Logging In

  1. Why can't I sign into Genlighten?

Finding a Provider on Genlighten

  1. I've clicked "Find Helpful Researchers." Now what?

Site Basics

  1. What is
  2. How did get started?
  3. Do you offer site-user support?
  4. Who are your research providers?
  5. What kinds of services do your providers offer?
  6. How do you deal with copyright issues?
  7. Who owns the images I receive from a provider?
  8. Are site payments handled securely?
  9. How does the Genlighten payment process work?

Getting Started

  1. How can I join the Genlighten community?
  2. Why isn't the user name I want available?
  3. Why do you need my email address?
  4. Why do I need to agree to your terms of service?

Account Management

  1. Why should I subscribe to the newsletter?
  2. How can I see my client profile?
  3. How can I see my provider profile?
  4. How can I manage my provider account?
  5. How can I delete my account?
  6. How can I subscribe to the newsletter?

Communication Features

  1. How can I message another Genlighten user?
  2. How will I know I have a new message?
  3. How should I respond to questions?
  4. How can I report an inappropriate message?
  5. Can my client send me an image?

Requesting Research from our Providers

  1. How can see a provider's qualifications?
  2. Do you screen providers?
  3. How can I be sure a first-time provider is reliable?
  4. What's the typical turnaround time?
  5. What if I don't understand a provider's instructions?
  6. What if no one offers the research I need?
  7. Can I cancel a request?
  8. Can I pay by check?
  9. Do you store payment information?
  10. How can I print or download records I receive?
  11. What if I don't receive the record I asked for?
  12. What if I submit a request but don't hear back?
  13. Which fields are searchable?