QIAGEN Customer Care: Fast, precise help for orders, instruments, and applications

How to reach QIAGEN Customer Care

QIAGEN Customer Care supports four core areas: product ordering and logistics, technical support for kits and assays, instrument service (installation, maintenance, repair), and bioinformatics licensing/help via QIAGEN Digital Insights. Start with the Support hub at qiagen.com/support to open a case, search knowledge articles, or chat with a specialist where available. Country-specific phone numbers and email addresses are listed at qiagen.com/contact; using the contact for your region ensures correct time zone coverage and shipping procedures.

If you need a central corporate contact, QIAGEN’s global headquarters is QIAGEN GmbH, QIAGEN Strasse 1, 40724 Hilden, Germany. Main switchboard: +49 2103 29-0. That office does not replace local customer care, but it can help route inquiries. For the United States, Canada, EU, UK, and APAC, use the country selector on qiagen.com/contact to retrieve the latest phone, email, and business hours for your location, as these can change and differ by product line.

For the fastest resolution, sign in to your myQIAGEN account (create one on qiagen.com if you don’t have it). Tickets filed while signed in auto-fill your account and shipping details, let you track case history, and allow secure upload of run logs, screenshots, and documents (IQ/OQ/PQ reports, calibration certificates). You will receive a case or RMA number by email—save it for follow-ups and escalations.

What to prepare before you call or submit a ticket

Have product identifiers ready. For consumables, note the catalog number (Cat. No.), lot/batch number (printed on the vial/box label), and expiry date. For instruments (e.g., QIAcube Connect, QIAsymphony, QIAstat-Dx, Rotor-Gene Q), capture the model, serial number (on the rear/underside label and in the software About screen), firmware/software version, and any recent maintenance events. For orders, provide your PO number, QIAGEN Sales Order or Delivery number, and your full ship-to/bill-to address.

For application issues, summarize the experimental context: sample type and input mass/volume, protocol version (including optional steps), elution volume, and the observed metric (e.g., DNA yield in ng/µl, A260/280 ratio, Ct shift vs. control, number of mapped reads). Attach run reports, instrument logs, and clear photos of the kit label showing the lot and expiry. This information often shortens troubleshooting from days to hours.

• Critical identifiers: catalog and lot numbers for reagents; instrument serial number, firmware/software version; order/PO number; case/RMA number for ongoing issues.
• Evidence: screenshots or PDFs of run logs; photo of the reagent label; spectrophotometer traces; gel images; qPCR amplification plots; environmental/temperature logger data for cold shipments.
• Process details: protocol name and revision/date; centrifuge speeds (g/RCF) and times; incubation temperatures and durations; elution buffer and volume; column re-use (if any).
• Controls and metrics: positive/negative controls used; expected vs. observed yield/Ct; A260/280 and A260/230 ratios; RNA integrity metrics (e.g., RIN).
• Environment: date/time of issue; instrument location; maintenance/calibration date; recent software updates; network/proxy settings for connected systems (e.g., QIAsphere-enabled devices).

Order status, delivery, and returns

Most stocked kits and plastics ship same day or next business day when the order is placed before the regional cut-off time (posted on your country page). Cold chain products typically ship Monday–Thursday to avoid weekend holds, with validated packaging for 2–8°C or −20°C, depending on product requirements. You will receive tracking details once the shipment leaves the warehouse. If a temperature logger is included, store the materials immediately upon receipt and download the logger report if a temperature excursion is suspected.

To request a return or replacement, contact Customer Care with your order number and reason for return. Unopened reagents in resaleable condition can usually be returned within the return window printed on your invoice (commonly 14–30 days; hazardous goods and temperature-sensitive items may have restrictions). Do not ship back any biological or hazardous material without an RMA and instructions—returns of regulated items must use the provided labels and packaging. For temperature excursions, send photos of the shipping box, internal packaging, ice/dry ice condition, and the product label; replacements for documented cold-chain issues are typically prioritized.

Quotes, contract pricing, and tax-exempt status are handled by Customer Care or your local account manager. Provide your quote or contract number for faster processing. If your institution uses e-procurement, ensure your ship-to and end-user information match the contract to avoid delays. Backorders are communicated with estimated ship dates; if timelines are critical, ask about substitute pack sizes or comparable products.

Technical support for instruments and assays

Instruments (installation, maintenance, and repair)

For platforms like QIAcube Connect, QIAsymphony, Rotor-Gene Q, QIAxpert, and QIAstat-Dx, Customer Care can collect diagnostics remotely (where enabled) and coordinate Field Service if hardware intervention is needed. Keep recent logs and error codes handy, and note if the issue is intermittent. Installation Qualification/Operational Qualification (IQ/OQ) and Preventive Maintenance (PM) can be scheduled through the service team; ask about documentation deliverables if you operate under ISO 15189, CLIA, CAP, or GMP.

Proactive maintenance matters: update firmware/software from your myQIAGEN portal after validating with your IT/QA, keep instruments level and clean, and replace consumable parts (e.g., filters, o-rings) per the user manual. If your device is cloud-connected via QIAsphere, confirm network requirements with IT (allowlists, proxy settings, ports) to enable remote health checks and faster diagnostics. If you have a current service plan, ask about on-site response targets (e.g., next business day) in your contract.

Assays and consumables (troubleshooting and performance)

For nucleic acid kits, support will evaluate controls, sample quality, and adherence to protocol steps that most strongly affect yield and purity—such as lysis conditions, wash buffer volumes, and elution parameters. Provide quantitative outcomes: DNA/RNA yield (ng/µl and total), A260/280 and A260/230 ratios, and downstream results (e.g., Ct, library complexity). For qPCR and RT-qPCR, include primer/probe sequences where permissible, cycling conditions, and template input; note any inhibition controls or dilution series.

If a performance issue is linked to a specific lot, QIAGEN may request a lot complaint form and remaining samples for QC investigation. Save a small aliquot (where safe) and retain packaging. Where a manufacturing deviation is confirmed, Customer Care will coordinate replacement or credit as applicable. Always check the latest handbooks and application notes on qiagen.com for protocol updates and validated variants for difficult samples (FFPE, high-fat tissues, inhibitors).

Bioinformatics and licenses (QIAGEN Digital Insights)

QIAGEN Digital Insights (QDI) supports tools such as CLC Genomics Workbench, Ingenuity Pathway Analysis (IPA), and OmicSoft Suite. Access product downloads, system requirements, and support via digitalinsights.qiagen.com (use the Support menu). Include your license ID, license server host name/MAC address, and the exact error message. For proxy/firewalled environments, request offline license files or provide your IT with the endpoints and ports listed in the product documentation.

Common cases include license activation failures after hardware changes, floating-license capacity questions, and delayed database updates. Upload the licensing log, exact software version, and OS details. For regulated environments, QDI can provide release notes and hashes for version control; request archival installers and documentation for validation packs if your QA requires reproducibility across years.

Compliance, data privacy, and documentation

QIAGEN manufacturing and service processes operate under internationally recognized quality systems. Many life-science products are produced under ISO 9001, and diagnostic/medical devices under ISO 13485. For software and workflows that require electronic records compliance, ask support for guidance on 21 CFR Part 11–relevant configurations (audit trails, access controls) and for IQ/OQ/PQ templates where available.

Customer Care handles personal and experimental data under applicable data privacy frameworks (e.g., GDPR in the EU). Only submit sensitive data that is necessary for troubleshooting, and anonymize patient identifiers for clinical workflows. You can request data deletion for support artifacts once a case is closed. If you need a Data Processing Agreement (DPA) or specific assurances for audits, ask your account manager or Customer Care for the latest documents.

Escalation, service levels, and expectations

Initial triage is typically handled by regional teams during local business hours; complex cases may be routed to application scientists or field service engineers. If your case impacts patient testing, GMP production, or grant deadlines, state the business impact and required timeline up front. For instruments under an active service plan, confirm your entitlement for prioritized dispatch. Keep your phone reachable and provide windows when the instrument is available for remote or on-site diagnostics.

• Use a precise subject line: “QIAcube Connect SN QCC12345 error 2031 during lysis – run log attached – urgent for clinical TAT.”
• Include your case number on every reply and attach logs/screenshots in a single compressed file named with date and instrument serial.
• State business impact (e.g., “Delays STAT respiratory panel; 120 samples/day affected”) and your availability window with time zone.
• If progress stalls, politely request escalation to a senior specialist or service manager; summarize what has been tried to avoid repetition.
• After resolution, ask for a brief recap and any preventive recommendations; file them with your internal SOPs.

Key contacts and essential links

Global HQ: QIAGEN GmbH, QIAGEN Strasse 1, 40724 Hilden, Germany. Phone: +49 2103 29-0. Global Support hub: qiagen.com/support. Country-specific phone/email/hours: qiagen.com/contact (use the region selector). QIAGEN Digital Insights (bioinformatics): digitalinsights.qiagen.com (Support menu for licensing and downloads). Keep these links bookmarked in your lab’s SOPs so team members can access them without delay.

Founded in 1984 and employing over 6,000 people worldwide, QIAGEN supports laboratories in research, clinical, forensics, pharma, and public health. Effective customer care relies on precise identifiers, complete context, and clear impact statements—add those to every ticket and you will typically see faster, more definitive resolutions and fewer follow-up cycles.

What nationality is QIAGEN?

German
QIAGEN N.V. is a German-founded multinational provider of sample and assay technologies for molecular diagnostics, applied testing, academic research, and pharmaceutical research. The company operates in more than 35 offices in over 25 countries.

What is the format for QIAGEN email?

What is QIAGEN email format? The widely used QIAGEN email format is {first}. {last} (e.g. [email protected]) with 84.23% adoption across the company.

Where is QIAGEN located in the US?

Germantown, Maryland
QIAGEN Sciences is our North American manufacturing, research, and development facility in Germantown, Maryland.

What does QIAGEN stand for?

Our Identity. QIA – Quality, Ingenuity and Accessibility – is what we stand for.