Support

Last updated: August 2026

MoveGenie — Support

Last updated: 6 August 2026

Welcome to MoveGenie support. If you have a question about the app or need help with your account, you're in the right place. This page is the Support URL referenced on our App Store and Google Play listings.

Please include your registered email address, the device and OS version (e.g. iPhone 15 Pro, iOS 18.4), and the app version (Settings → About) so we can help you faster.

What is MoveGenie?

MoveGenie is a free UK moving-home companion. It gives you:

  • A personalised checklist timed to your move date (pre-move, final week, moving day, settling in).

  • The Genie — an AI chat assistant that answers questions about your move, suggests services, and looks up local info like bin days and council tax.

  • Local providers near your new address (removals, cleaning, broadband, insurance, more) with distance, pricing and links.

  • Neighbourhood discovery — cafes, gyms, GPs and other places near your new home.

  • A Document Vault for your tenancy agreement, mortgage papers, insurance, etc.

  • Contract tracking with expiry reminders.

  • Push, email and SMS reminders for time-sensitive tasks.

Getting started

  1. Download the app from the App Store or Google Play.

  2. Sign up with your email or with Google.

  3. Verify your email with the one-time code we send.

  4. Complete onboarding: your current address, new address, planned move date, tenure (renting/buying), household details and the services you want help with.

  5. Your personalised plan and checklist are generated automatically.

  6. Open the Genie any time from the chat tab to ask questions.

If you were referred by an estate agency, enter their 8-character referral code during sign-up to link your account.

Frequently asked questions

Account and sign-in

I didn't receive the email OTP.
Check your spam/junk folder. Wait 30 seconds and tap "Resend". OTP codes expire after 10 minutes. If it still doesn't arrive, email support@movegenie.ai with the email address you used.

I didn't receive the mobile OTP.
Make sure the mobile number is correct and can receive SMS from short codes. Tap "Resend" after 30 seconds. In some regions SMS may take a minute or two.

I forgot my password.
Tap Forgot password on the sign-in screen, enter your email, and follow the OTP flow to set a new password.

I want to change my password.
Go to Settings → Account → Change password.

I signed up with Google — how do I sign in later?
Use the same Sign in with Google button; we recognise your Google account and sign you back in.

Can I use MoveGenie on multiple devices?
Yes. You can be signed in on more than one device. Signing out from one device does not sign you out of the others — each device manages its own session.

Your move plan

How do I change my move date?
Go to Settings → Profile → Move information. Your checklist and reminders adjust automatically to the new date.

How do I change my new address?
Same place: Settings → Profile → Move information. Provider results and neighbourhood suggestions will refresh for the new postcode.

My checklist doesn't match my situation.
The plan is generated from your tenure (renting/buying), household details and lifestyle tags. Update those in Settings → Profile — the checklist re-generates. You can also skip individual tasks that don't apply.

How do I mark a task complete?
Open the task and tap Complete. You can also Skip a task if it isn't relevant. Both actions are reversible from the same task screen.

Notifications

I'm not receiving push notifications.
Check that notifications are enabled for MoveGenie in your device settings (iOS: Settings → Notifications → MoveGenie; Android: App info → Notifications). Then open the app once so it can re-register its token.

I'm getting too many notifications.
We batch reminders to avoid spam, but if a specific type is unhelpful you can turn categories off in Settings → Notifications, or turn off push at the OS level.

How do I stop marketing emails?
Every marketing email has an unsubscribe link at the bottom. Service messages (task reminders, contract expiries, security alerts) are part of the product and cannot be turned off separately — turn off push at
the OS level or delete your account if you no longer want them.

The Genie chat assistant

What can the Genie do?
Ask it what to do next, find a service ("show me movers near me"), look up local info ("when are bins collected?"), find nearby places ("cafes near my new place"), or just chat about your move.

Are chats saved?
Yes — every chat session and message is saved so you can revisit it. You can rename a chat, delete individual chats, or delete all of them.

Is Genie always right?
No. Genie is an AI assistant and can be inaccurate or out of date. Always verify important information — bin collection days, council tax bands, provider prices — with the official source before acting.

Why did Genie ask me to add my address?
Some features (nearby places, local council info, provider search) need your postcode or new-address location.

Providers, services and bookings

Are the providers listed by MoveGenie recommended by you?
We surface providers that match your area and category. Ratings, prices and availability come from the providers themselves; verify before booking.

I clicked a provider link and it opened another website.
Yes — providers manage their own bookings on their own websites. The contract for that service is between you and the provider.

A provider I'm listed under is showing incorrect information.
If you are the provider, sign in at https://serviceprovider.movegenie.ai and update your listing. If you are a user, email support@movegenie.ai with the provider name and details.

Documents and contracts

How do I upload a document?
Go to Documents → Add. Choose a category (tenancy, mortgage, insurance, etc.), select the file from your device, add a title and expiry date if relevant.

Are my documents safe?
Documents are stored on encrypted infrastructure and only your account can access them. See our Privacy Policy for details.

What are contract reminders?
Add subscriptions (broadband, mobile, streaming, insurance) with their renewal cost and expiry date, and MoveGenie will push a reminder 7 days and 1 day before they renew.

Location and permissions

Why does the app want my location?
Only for the "nearby places" feature, so we can show cafes/gyms/GPs near where you are. You can decline and still use every other feature — provider search uses your postcode instead.

Why does the app want notification permission?
So we can send task reminders, contract renewal alerts and other time-sensitive move updates. You can decline and everything else still works.

Estate agency referrals

Someone gave me an agency referral code — do I have to use it?
No, it's optional. If you enter it, your account is linked to that agency so they get credit for the referral. It does not change what you pay (the app is free) and does not share your documents, chats or profile
with the agency.

Can I add a referral code later?
Only at sign-up. If you missed it, email support@movegenie.ai and we can help.

Data and account deletion

How do I download my data?
Email privacy@movegenie.ai from your registered address and we will send you your data within one month, as required by UK GDPR.

How do I delete my account?
Settings → Account → Delete account. This is immediate and permanent: your account and its data (chat sessions and messages, saved items, bookings, tasks, notifications, documents, contract records) are removed.
Backups roll off shortly after.

Alternatively, email privacy@movegenie.ai from your registered address to request deletion.

Troubleshooting

The app won't open / crashes.
Force-close and reopen. If it still crashes, check for an update in the App Store or Google Play. If the problem persists, email support@movegenie.ai with your device, OS version and app version.

The app is stuck loading.
Check your internet connection. Pull-to-refresh on the current screen. Sign out and back in. If it still happens, email support@movegenie.ai.

A screen looks broken.
Take a screenshot and email it to support@movegenie.ai along with what you were trying to do.

I updated the app and something changed.
See the release notes on the App Store / Google Play listing. If a feature you rely on has moved, email support@movegenie.ai — we're happy to help you find it.

Compatibility

  • iOS: iOS 14 or later.

  • Android: Android 8.0 (API level 26) or later.

  • Requires an active internet connection.

Reporting a problem or giving feedback

We read every message and use feedback to prioritise improvements. Email support@movegenie.ai — tell us what you tried, what you expected, and what happened. Screenshots or a short screen recording help
enormously.

To report a security vulnerability, please email security@movegenie.ai with a description and reproduction steps. Please do not exploit the vulnerability or publicly disclose it before we've had a reasonable
chance to fix it. We won't pursue you for good-faith research.

About us

MoveGenie is operated by Brdge Ltd, a company registered in England and Wales. Registered-office details are available on request from support@movegenie.ai or via the Companies House register.

For anything not covered above, email support@movegenie.ai — we're here to help.

That's all three. Set the App Store Support URL to https://movegenie.ai/support, the Privacy Policy URL (App Store + Play Store both require it) to https://movegenie.ai/privacy, and link Terms from your marketing
site + in-app Settings.