Help by GennieHours: Support available 24 hours a day, 7 days a week
If a fee ever applies, you will hear it first and decide for yourself.
Call nowBefore you call
- Open your order page
- Stay near your device so we can guide you step by step
- Keep passwords and one-time codes to yourself
What can we help you with?
Tap a topic to see what to gather before you call. It keeps things quick.
Where is my order?
Tracking and delivery questions. Tick what you already have.
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Not what I ordered
Wrong, damaged or different items. Tick what you already have.
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Charge on my statement
Charges, holds and coupons. Tick what you already have.
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Account access
Sign-in help and account safety. Tick what you already have.
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App or site glitch
Errors, crashes and checkout trouble. Tick what you already have.
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Choose how to reach us
All of these work, any time of day.
Prefer a call from us?
Leave a number and a time window. We never pass your number on.
Good to know
Are you Temu?
No. Help by Gennie is an independent third-party service and is not affiliated with Temu. For official support, use the Help section in the Temu app.
How quickly will you call back?
We aim to call within the time window you pick. If you need help right away, call the number above.
Will you ask for my password?
Never. We do not need your password, verification codes or full card number. If anyone asks for them, end the conversation.
What does it cost to get help?
We explain any fee before you agree, and you are not charged without your clear consent.
Can I send photos or screenshots?
Yes. Email them to us and mention your name and topic. Please hide full card or account numbers first.