Get answers to some common questions.

My Account

  • How can I turn on/off notifications when simulations finish or crash?
    In My Account, you can change your communication preferences under the "Settings & Preferences" tab in the sub-section "Choose how we communicate with you." To stop receiving notifications, uncheck the box beside the corresponding action.
  • How can I update my e-mail address?
    In My Account, under the "Account & Profile" tab select the edit icon beside the e-mail field to enter a new e-mail address. Be sure to use a valid e-mail address. A confirmation e-mail will be sent to this new address.
  • How can I change my password?
    In My Account, under the "Account & Profile" tab select the edit icon beside the password field to enter a new password. You are required to enter your current password for security purposes. If instead you forget your password and need to reset it, go to the password reset page (note: for security purposes, you cannot reset your password if you are currently logged in).
  • I have forgotten my password.
    If you forget your password and need to reset it, go to the password reset page (note: for security purposes, you cannot reset your password if you are currently logged in). Enter the e-mail tied to your account, and an e-mail with a link to reset your password will be sent to this address. Click on the link or paste the URL into your browser, and follow the prompts to reset your password.


  • My simulation keeps crashing or encountering an error.
    While we strive to ensure that simulations are as robust and flexible as possible, there are simply too many parameters to test for every viable combination for every simulation. Check that your selection of parameters makes physical sense for the simulation (e.g., if the simulation is incompressible, a reasonable upper limit for velocity would be approximately 30% of the speed of sound in that fluid). If you think that the parameter selection is reasonable, please let us know about the issue and we will investigate.
  • I have an idea for a simulation.
    If you have an idea for a simulation that would benefit the community, please reach out to us. Suggestions will be evaluated based on their value and compatibility with the EnGen platform.
  • I want to implement my own simulation.
    Currently, priority is given to users on a Professional Subscription or Enterprise package. These packages provide custom support for new project implementations. Free Accounts and Essentials Subscription packages do not offer personal project implementation support; however, we are working on technology to allow these users to create their own projects. We will let our users know more as we near completion of this feature.
  • Can I re-name my simulations?
    Yes. Clicking on the title of the simulation in the header puts an edit cursor in the text element. Freely edit the title and save your changes by clicking on the save icon that appears.
  • What are these VTK and DSV data files for?
    Some projects offer users to download select planes or line data in either delimiter-separated values (DSV) or Visualization ToolKit (VTK) formats. DSV files are easily opened in spreadsheet software such as LibreOffice Calc or Microsoft Excel, while VTK files can be manipulated in many programming languages such as C++, Python, and Java with the appropriate library modules installed, and visualization software such as Matlab and ParaView.
  • I want a different plane or line of data than what is offered.
    Download the ZIP file from the project Results page and open the full simulation model in an application such as ParaView or Tecplot. You can then easily select planes or plot lines of data along any dimension you choose.
  • I accidentally deleted a project.
    Deletions are permanent. You can make a new copy from the original source and re-run the simulation with your parameters, but we cannot recover data once it has been deleted.

Payments & Subscriptions

  • Is my payment information secure?
    Yes. We use Stripe to process all of our transactions. None of your personal information is handled by our server (Stripe handles all of your data via a secure payment form), and all traffic on both Stripe and EnGen is encrypted via SSL/TLS certificates.
  • Does my subscription automatically renew?
    Yes. Your subscription will be automatically renewed one week prior to expiration using the same method of payment. You can cancel your subscription at any time to stop the automatic renewal from My Account. We cannot offer a partial refund of services, and your current subscription will be valid until it expires. Please note that you are responsible for backing up your data prior to downgrading or cancelling your account.
  • Can I purchase a monthly subscription?
    We do not offer monthly subscriptions; however, feel free to sign up for a free account and try out our service before you purchase an annual subscription.
  • Can I switch my subscription?
    Yes. Please contact us about upgrading or downgrading your subscription.
  • I want to cancel my subscription.
    We regret that we could not meet your expectations, but thank you for giving us a try. You can cancel your subscription in My Account, and it will automatically expire at the end of your current subscription period. Please let us know how we can improve!