Skip to main content

How to get help

This section lists the resources available to you as a Genesys data provider. We have kept it concise so you can find answers quickly.

Primary support: the Genesys helpdesk​

For any questions about data preparation, uploads, requests, agreements or permissions, please contact helpdesk@genesys-pgr.org

We typically respond within a few business days. If your request is urgent (for example, an upload error preventing a user response), please mention this in the subject line so we can prioritize it.

To help us resolve your issue quickly, please include:

  • Your institute name and FAO WIEWS institute code (INSTCODE)
  • A brief description of what you are trying to do
  • A brief description of what is happening instead
  • Any error messages, screenshots, or file excerpts that help diagnose the problem
  • Any steps you have already taken to resolve the issue

The helpdesk handles a wide range of questions, and providing context helps us find the right answer for you.

Documentation​

These training modules are the current reference for working with Genesys. If you find anything out of date, unclear or missing, please tell the helpdesk so we can improve the documentation.

Other useful resources include:

Reference materials​

Here are the standards and reference data used by Genesys:

Community and peer networks​

Other genebank curators often provide the best support. Depending on your region and crop, you may find these networks useful:

  • EURISCO: the European Search Catalogue for Plant Genetic Resources, for European genebanks
  • The CGIAR Genebank Platform: coordinating documentation and quality standards across the CGIAR system
  • Regional networks: for example, the SADC Plant Genetic Resources Centre in southern Africa or the Asia-Pacific network of national genebanks
  • Crop-specific networks: for major crops like wheat, rice, and maize, curators regularly share technical practices.

If you are not part of a relevant network, the Genesys helpdesk can suggest one and help you make contact.

When something is genuinely urgent​

The helpdesk email is the best channel for most questions. For urgent operational issues, such as critical errors in published data or accidental uploads of confidential data, please flag the urgency in the subject line.

Genesys does not have a 24-hour support line. We respond during business hours (Central European Time (CET)/GMT+1) and provide best-effort responses to urgent issues outside these hours.

A final principle

Genesys is a community. While the helpdesk team is small, the community of data providers is large, and your questions have likely been asked before.

Two tips:

  • Ask early. Asking a question at the start of a task can save you days of work.
  • Share your findings. If you find a useful workflow or solution, tell the helpdesk. Your experience helps us improve documentation for everyone.