GeneArt® Customer Portal FAQs
Frequently asked questions
- I requested a new password via the “forgot password” button, but I never got an email.
- I registered, but never received an activation email. Who can I contact?
- I registered and received the activation link, but the portal still asks me to activate my account. What should I do?
- How do I upload more than 5 sequences? Is there a bulk import tool?
- What is a PO number?
- I don’t have a credit card; do I need one to purchase GeneArt® Services?
- When I submit a gene sequence, will it be automatically ordered?
- Does generating a draft in my account automatically send a request for a quote?
- Can I cancel a project once I have created it and pressed the SUBMIT button?
- What is an EIN number?
- How can I modify the sequence I submitted?
- What browser is required and what version do I need?
- I tried to log in, but nothing happens.
- I have used the old customer portal in the past. Can I transfer my projects to the new portal?
Answers
1. I requested a new password via the 'forgot password' button, but an email did not arrive, how can I get a new password?
The system sends an email just a few minutes after you request a new password. If you haven’t received the email, please check your spam folder first, then repeat your new password request, in case you mistyped your email on your first attempt.
2. I registered, but never received an activation email. Who can I contact?
Please contact GeneArt® customer support and we will be happy to help.
3. I registered and received the activation link, but the portal still asks me to activate my account. What should I do?
Please contact GeneArt® customer support for help.
4. How do I upload more than 5 sequences? Is there a bulk import tool?
We recommend that you complete one master gene synthesis form (including any additional services such as subcloning and plasmid preparation that will be included for all of your gene synthesis projects). You can then copy and paste this project and exchange the gene sequence in the copied forms.
5. What is a PO number?
A PO number is a purchase order number, assigned by many institutions for accounting purposes. If your organization does not issue PO numbers, you don't need to enter one.
6. I don’t have a credit card; do I need one to purchase GeneArt® Services?
No, you can also pay by direct invoicing followed by check or wire transfer payment. If your organization uses internal reference or purchase order numbers, please enter the number in the appropriate field when placing your order.
7. When I submit a gene sequence, will it be automatically ordered?
No, submitting a gene only results in a request for a quote. We try to provide cost and production time estimates within 24 hours. To place an order, you will need to acknowledge the quote you receive by pressing the ORDER button.
8. Does generating a draft in my account automatically send a request for a quote?
No, you need to SUBMIT a request to obtain a cost/production time estimate. If you SAVE your draft, your project will be saved online.
9. Can I cancel a project once I have created it and pressed the SUBMIT button?
No, but we can cancel a project for you. Just respond to the email we send you with your quote and let us know that you want to cancel your project.
10. What is an EIN number?
EIN stands for employer identification number, and is the tax identification number for your institution. Your accounting department should know the EIN for your organization.
11. How can I modify the sequence I submitted?
If you want to modify your sequence before you have received a quote, please email GeneArt® customer support from the email address associated with your account. To modify projects after a quote has been generated, please log in, navigate to the project you want to modify, and use the REVISION button.
12. What are the browser requirements for use of this tool?
For best performance, please use Firefox 3.6 or Internet Explorer 7.
Other compatible browsers/versions are Internet Explorer 6.x with Service Pack 3 (SP3), Internet Explorer 8, and Safari v5.0.
If you are experiencing IE 6 issues and are unable to upgrade or switch to a compatible browser, please use our Customized Service to place your order using the following icon:
You may also contact us at:
Europe
phone: +49 (0)941 942 76-100
North America
phone: +1-877-720-4363
geneartsupport@lifetech.com
13. I tried to log in, but nothing happens.
It is possible that you are trying to log on to our old customer portal. Please use our new system; orders can no longer be processed through our former ordering portal.
14. I have used the old customer portal in the past. Can I transfer my projects to the new portal?
Unfortunately, no, the old portal is not compatible with the new version. Your data will remain accessible for a certain amount of time, but it cannot be transferred to the new portal.
The system sends an email just a few minutes after you request a new password. If you haven’t received the email, please check your spam folder first, then repeat your new password request, in case you mistyped your email on your first attempt.
2. I registered, but never received an activation email. Who can I contact?
Please contact GeneArt® customer support and we will be happy to help.
3. I registered and received the activation link, but the portal still asks me to activate my account. What should I do?
Please contact GeneArt® customer support for help.
4. How do I upload more than 5 sequences? Is there a bulk import tool?
We recommend that you complete one master gene synthesis form (including any additional services such as subcloning and plasmid preparation that will be included for all of your gene synthesis projects). You can then copy and paste this project and exchange the gene sequence in the copied forms.
5. What is a PO number?
A PO number is a purchase order number, assigned by many institutions for accounting purposes. If your organization does not issue PO numbers, you don't need to enter one.
6. I don’t have a credit card; do I need one to purchase GeneArt® Services?
No, you can also pay by direct invoicing followed by check or wire transfer payment. If your organization uses internal reference or purchase order numbers, please enter the number in the appropriate field when placing your order.
7. When I submit a gene sequence, will it be automatically ordered?
No, submitting a gene only results in a request for a quote. We try to provide cost and production time estimates within 24 hours. To place an order, you will need to acknowledge the quote you receive by pressing the ORDER button.
8. Does generating a draft in my account automatically send a request for a quote?
No, you need to SUBMIT a request to obtain a cost/production time estimate. If you SAVE your draft, your project will be saved online.
9. Can I cancel a project once I have created it and pressed the SUBMIT button?
No, but we can cancel a project for you. Just respond to the email we send you with your quote and let us know that you want to cancel your project.
10. What is an EIN number?
EIN stands for employer identification number, and is the tax identification number for your institution. Your accounting department should know the EIN for your organization.
11. How can I modify the sequence I submitted?
If you want to modify your sequence before you have received a quote, please email GeneArt® customer support from the email address associated with your account. To modify projects after a quote has been generated, please log in, navigate to the project you want to modify, and use the REVISION button.
12. What are the browser requirements for use of this tool?
For best performance, please use Firefox 3.6 or Internet Explorer 7.
Other compatible browsers/versions are Internet Explorer 6.x with Service Pack 3 (SP3), Internet Explorer 8, and Safari v5.0.
If you are experiencing IE 6 issues and are unable to upgrade or switch to a compatible browser, please use our Customized Service to place your order using the following icon:
You may also contact us at:
Europe
phone: +49 (0)941 942 76-100
North America
phone: +1-877-720-4363
geneartsupport@lifetech.com
13. I tried to log in, but nothing happens.
It is possible that you are trying to log on to our old customer portal. Please use our new system; orders can no longer be processed through our former ordering portal.
14. I have used the old customer portal in the past. Can I transfer my projects to the new portal?
Unfortunately, no, the old portal is not compatible with the new version. Your data will remain accessible for a certain amount of time, but it cannot be transferred to the new portal.
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