Clario Customer Care: A Practical, Expert Guide

Know Which “Clario” You Need

There are two distinct companies known as Clario, and they serve very different audiences. Clario (consumer cybersecurity) provides security and privacy tools for individuals and households; its public website is https://clario.co. Clario (clinical trial technology), whose site is https://clario.com, supports biopharma sponsors, CROs, and investigative sites with eCOA/ePRO, cardiac safety, medical imaging, and other regulated trial solutions.

Confirm the right Clario before you contact support. Check the product name on your invoice, the app title on your device, or the URL you use to sign in. If you see references to trial endpoints, eCOA devices, or study codes, you need the clinical trials Clario (clario.com). If you’re managing a personal subscription, privacy/VPN/antivirus settings, or device protection on macOS, Windows, Android, or iOS, you need the consumer cybersecurity Clario (clario.co).

Fastest Ways to Reach Clario (Consumer Cybersecurity, clario.co)

The quickest path is in-app chat. Open the Clario app, go to Help or Support, and choose Chat or Contact Support. In-app chat typically routes you to an agent without making you repeat account details, because the app securely attaches your subscription and device metadata to the ticket. If the app is not launching, start at the website (clario.co) and look for Support or Help Center to open a web ticket.

For billing and subscription issues (plan changes, renewal dates, or payment failures), sign in to your account via the app or account portal linked from clario.co. If you purchased through Apple’s App Store or Google Play, their purchase policies apply and changes/refunds must be initiated from those stores. Expect chat responses in minutes during peak hours and email follow-ups within 1–2 business days for complex cases, especially if logs are required.

Security triage is prioritized. If you believe your device or identity is compromised, state “security incident” in the first line of your request and provide time stamps and symptoms (pop-ups, unknown profiles, password prompts, etc.). The team may ask you to upload diagnostic logs through a secure link generated from the session—never email raw logs unless the agent instructs you to do so through an encrypted channel.

Fastest Ways to Reach Clario (Clinical Trials Technology, clario.com)

For sponsors, CRO partners, and investigative sites, the study-specific Help Desk is the fastest route. Every study kit or site binder typically includes a Quick Reference Guide (QRG) listing your regional 24/7 support number and email, plus a study code or site ID you must provide. Use those credentials because support lines and SLAs vary by study and region. If you don’t have the QRG, go to clario.com and use Contact to reach the general team; provide your sponsor name, protocol number, and site ID to be routed correctly.

Severity dictates response. Production outages preventing patient data capture or endpoint delivery are treated as Severity 1 and generally receive immediate triage with live bridges and hourly updates until resolution or workaround. Configuration questions, user provisioning, and routine device issues are typically Severity 3–4, with same-business-day acknowledgment and targeted resolution windows communicated in your study’s support plan.

Escalations should follow the study’s governance model. If an issue is affecting timelines or data integrity and you are not seeing progress, request escalation to the Duty Manager and notify your project manager or study lead. For audit trails, always ask the agent to document the incident under your study code and to email a case summary with time stamps (preferably in UTC).

What to Prepare Before You Contact Support

Arriving with complete, structured information speeds resolution dramatically. Capture what happened, when, on which device, and what you already tried. Time stamps in UTC, screenshots, and exact error text are far more useful than general descriptions.

For regulated studies, never include protected health information (PHI) in free-text fields. Use subject IDs only as instructed by your sponsor, and rely on the secure upload links that Clario support provides for any sensitive logs or images.

• Identity and context: account email (consumer) or study code/site ID/role (clinical). Include device asset tag if managed.
• Device/app details: OS version (e.g., iOS 17.5.1), app/build number, last successful use time, and region/time zone.
• Error evidence: 2–3 screenshots, exact error text, and a short timeline (e.g., “2025-08-26 14:22 UTC: app froze during ePRO submission”).
• Network facts: Wi‑Fi/ethernet/cellular, VPN/proxy use, and any corporate firewall that could block ports/domains.
• Billing: last 4 digits of the card, purchase channel (direct, Apple, Google), invoice/order number, and renewal date.

SLAs, Escalation, and Status Updates

Consumer cybersecurity cases usually begin with live chat (near-real-time) and shift to email if diagnostics are needed. If you have not received an update within 24 hours on an active security incident, request a status check and ask the agent to set the case as “priority—security.” For routine billing or feature questions, 1–2 business days is typical.

Clinical trial support is governed by study-specific SLAs. As a general pattern: Severity 1 (critical outage) acknowledges within minutes and involves live collaboration until service is restored; Severity 2 (major degradation) acknowledges within 1 hour with frequent updates; Severity 3–4 (standard requests) acknowledge same business day with a target resolution date. If you need formal escalation, state the business impact (e.g., “data capture blocked for 18 subjects at Site 012”) and request Duty Manager engagement.

For both organizations, ask for a written case recap with the ticket number, impact, root cause (if known), and next steps. This makes it easier to align internal stakeholders, auditors, or finance on what was done and when.

Billing, Cancellations, and Refunds

Consumer subscriptions managed directly by Clario (clario.co) can typically be canceled from the account portal or within the app; you will see the next renewal date and plan level there. Purchases through Apple’s App Store or Google Play must be managed in those stores, including refunds and payment method changes, because Clario cannot alter marketplace transactions.

Depending on your jurisdiction, you may have statutory rights (for example, a 14‑day cooling‑off period in parts of the EEA for distance purchases). Note that some digital services may begin immediately after purchase with your consent, which can affect eligibility for refunds under local law. When requesting a refund, include your order number, purchase channel, timestamps, and the reason (e.g., duplicate billing, accidental renewal, technical issue).

For the clinical trials Clario (clario.com), billing is generally contract-based with POs, SOWs, and milestone invoices. Direct site-level charges (e.g., device replacements) should follow study finance instructions. Never send banking details over unencrypted email; request the secure vendor portal or the established invoicing channel listed in your contract.

Privacy, Security, and Compliance Notes

Clario’s consumer support will never ask for your full password or 2FA codes. If remote assistance is offered, it should be initiated only from within the Clario app or via an authenticated link presented by a support agent. Verify the domain (clario.co) before downloading any tools or sharing files.

For clinical trials, support operations align with regulatory frameworks such as GDPR, HIPAA, and 21 CFR Part 11. Use study-approved methods for transmitting data, avoid PHI in tickets, and keep all communication under the assigned case ID for auditability. If you need a Data Processing Addendum (DPA) or security documentation, request it through your sponsor or the established vendor management route.

Common Issues and High-Value Self-Serve Fixes

Before opening a ticket, these quick checks can resolve a large share of cases. They also produce clearer diagnostics if the issue persists, saving back-and-forth with support.

Apply only what fits your environment and note outcomes; include them in your ticket if you still need help.

• Update and restart: install pending OS/app updates, reboot, and try again within 5 minutes to rule out stale sessions.
• Network sanity: test a second network (mobile hotspot), disable VPN/proxy temporarily, and confirm time/date auto-sync.
• Permissions: on mobile, confirm camera/microphone/storage permissions for ePRO/eCOA apps; on desktop, allow required system extensions.
• Cache/session reset: sign out/in; on web, clear cache or use a private window; on mobile, force-stop and relaunch.
• Reinstall with logs: capture the issue, then reinstall. If still failing, enable diagnostics (if available) and reattempt to generate logs.

Where to Start Online

Consumer cybersecurity: begin at https://clario.co and use the in-app Help or the site’s Support/Help Center links to chat or submit a ticket tied to your subscription.

Clinical trials technology: start with your study’s Quick Reference Guide for the correct 24/7 Help Desk contact. If that’s unavailable, visit https://clario.com and use Contact to reach the general team, then provide sponsor, protocol, and site details to be routed properly.