Get help

Three parties can help you, each with a different part of the job. Asking the right one first saves a round trip.

Who to ask

Problem	Who helps
You need an account, or a colleague does	Your organization administrator. See Invite and manage users.
Your invitation link expired	Your organization administrator (Resend invite).
You are locked out, forgot your email address, or your account is not active	Your organization administrator. For a forgotten password, first try Forgot password? — see Sign in.
You need another role, or access to another workspace	Your organization administrator. See Roles and permissions.
A new workspace is needed	Your organization administrator. See Manage workspaces.
A router shows Pending, or reports to the wrong workspace	Your organization administrator. See Manage routers.
Two-factor authentication, timeouts or the security policy	Your organization administrator. See Set the security policy.
A router must be installed, moved or replaced on site	Your service provider.
An instrument must be installed, commissioned or connected to the router	Your service provider.
A router or instrument stays offline although power and network at the site are fine	Your service provider.
Cartridges, spare parts, calibration and the service date	Your service provider.
Something in Cytometa Cloud does not work as this manual describes	Cytometa support.
You cannot sign in and your organization administrator cannot help	Cytometa support.
You lost the phone with your authenticator app	First a recovery code. Without one, your organization administrator, then Cytometa support. See Sign in.
Data looks wrong or is missing, and the device and router are online	Cytometa support.
You need something from the audit log	Cytometa support.
An error message that is not in Troubleshooting	Cytometa support.

Not sure who your organization administrator is? Anyone with Organization Settings on the Settings page is one; a colleague with the Manager role usually knows. Your service provider is named on Settings › Organization Settings › Security, under Service Provider Access, when your organization has one. See Allow service provider access.

Reach Cytometa support

Email support@cytometa.com. The Contact support link under Need help? at the bottom of the sign-in page opens a new email to the same address, so it works when you cannot sign in.

What to send

A request with these details can be answered without questions back:

• Your organization and workspace, as shown in the user menu (your initials).
• The device: its name and serial number, or the router’s serial number.
• When it happened: date, time and time zone.
• What you did, step by step, and what you expected to happen.
• What happened instead, with the exact message.
• A screenshot of the whole screen.
• The app version, at the bottom of the user menu.

Do not send your password, verification codes or recovery codes. Cytometa support never asks for them.

Related

• Troubleshooting — symptoms and messages, and what to do
• Roles and permissions — what each role can do
• Allow service provider access