FAQ & Disclaimers

No. You open MyGens support from your phone's browser — no app to install.

No, not normally. You can start as a guest. An account is only needed to save your generator history, manage a plan, or reopen past cases.

Only when needed, and only after you allow camera access. The camera is never always on: MyGens takes a snapshot when it needs to see something, and the result comes back into the same conversation.

Your first AI technical support session is free, no credit card required. After that: $4.99 per support case (or the Isaias Storm Pass at $19.99: unlimited AI video help from purchase until 14 days after Isaias makes landfall), or MyGens Care at $4.99/month or $39.99/year.

Each support session is saved as a case with its conversation, photos and result. Create an account with the same email to keep your history across sessions and generators.

AI Support 24/7 means you can ask questions about your generator at any time — alarms, startup failures, transfer switch behavior, strange noises, maintenance schedules, error codes, and general operation questions — and receive a clear, guided response.

It is not a live phone call. It is a conversational AI system trained on generator knowledge, available through the web on any device.

The Pre-Storm Check is a guided checklist walkthrough you complete with AI support before a storm. It is free: on live video, the AI checks that your generator starts, transfers power and holds the load, plus fuel, oil, battery, clearance and alarms.

All residential standby generators including Generac, Kohler, Briggs & Stratton, Cummins/Onan, Champion, and Honeywell. If your brand is not listed, contact us before subscribing.

No. MyGens is not a maintenance service contract. It does not include oil changes, filter replacements, physical tune-ups, load bank testing, or on-site labor. MyGens helps you understand your generator's condition between those visits.

No. MyGens is a remote support platform. If your generator requires physical repair, we'll help you identify the likely cause and what to communicate to a local service provider.

AI Support is available 24/7 including during storms. However, during an active emergency always prioritize your local emergency services and your generator provider's emergency line. MyGens is best used for preparation and non-emergency diagnostics.

Yes. Cancel anytime from your account settings. Cancellation takes effect at the end of your current billing period. No cancellation fees. Refunds are not issued for partial billing periods.

After payment, you'll be redirected to a short form. We need your name and phone number to activate your account.

All payments are processed by Stripe, a PCI-compliant payment processor. MyGens does not store your credit card information.