CytoSMART Support

​We believe that our products are very easy to use. We develop our products as plug-and-play devices. Our customers should not be bothered with technical challenges. However, when you need support, we will give you the best support we can offer. Download our manuals, watch our tutorials or follow a webinar. Our sales & support team is ready to give you a head start.

CytoSMART Technical Support

CytoSMART believes in lean manufacturing and more importantly lean usage. We always develop plug-and-play equipment so that our customers can do what they do best: science. However, if there is a technical question or need of support, we have a team of product specialists who can answer any question.

On YouTube we have several instructional videos, below this section there is a FAQ and of course there are several downloads available.

However, we prefer the personal way. So grab the phone, send us an email or chat with one of our specialists. We are here to help you!

How to use the CytoMate Lab Assistant

CytoSMART Support Network

If you are having any trouble using one of our products, if you have a question in advance or you want to know more about the technical opportunities of our products, use our CytoSMART Support Network. The network contains a lot of written documentation, software, whitepapers, seminars, workshops and training days. Just to help you get started.

Frequently Asked Questions

To help you, we have formulated a couple general frequently asked questions. If you want to know specifics about the Lux2, Exact or Omni, you can look at their specific FAQ.​​ Do you have an other question, just contact us and we will answere any question you have.

CytoSMART is a company founded in 2012 at Eindhoven University of Technology in the Netherlands, which has developed innovative automated cell counter and live cell culture imaging devices in order to assist in research. Our innovative devices combine modern day technology with custom built software to greatly enhance the cell culture monitoring process, reducing stress, effort required and increasing efficiency.

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CytoSMART was born from the struggles of researchers facing problems with real-time monitoring of cell culture and the realization that current devices were unnecessarily complex and expensive. By incorporating state of the art technologies from multiple fields, CytoSMART created specific fit for purpose and affordable products for any researcher.

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Yes of course you can! If you are interested in one of our products, we always offer you a free 3 day trial. You can request your trial here. When you want a real-life demonstration, please contact a representative using sales@cytosmart.com.

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When a CytoSMART device does not operate properly, please refer to the appropriate manuals or FAQ first. If this does not solve your issue, please contact a CytoSMART representative by mailing support@cytosmart.com. In the email, please clearly state your details, your device details and describe your problem as clearly as possible.

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You can order our products easy online in our Webshop. And if you want to order it personally, our sales representatives are ready for your order, please contact them today by sales@cytosmart.com.

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For small quantity orders, CytoSMART takes 48hr to process your order. For large quantities orders, a longer handling time may apply before your shipment is ready. When your order is ready for shipment, an UPS track and trace code will be provided. Shipping within Europe will take approximately 3 days . Shipping outside Europe will take approximately 3 weeks. 

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Warranty of all CytoSMART products is one year. For all the details of the warranty, please visit our warranty page. If you would like to extend your warranty, we provide CytoSMART Care for extended warranty on your product. Please make sure you order this additional care packaged within 1 (one) month after purchasing a CytoSMART device.

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We offer payment by credit card, PayPal, pay on invoice or bank transfer.

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Yes, a computer or tablet (with internet access) is required to process the images and upload it to our cloud application. Any device running Windows 7 or higher will be able to run the software. Thanks to the cloud application, you can read the reports from the CytoSMART devices anywhere and anytime. So for analyzing the results you use our cloud application, but to get the images in to the cloud, you need a computer or tablet.

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Yes, the CytoSMART devices must be connected to a Windows device through a USB connection and to the internet using WiFi or wired network connection. The device will operate once the necessary drivers are installed. All our products support USB 3.0 for fast data transportation.

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Yes. To operate with our devices, we provide you clear and user friendly software for your computer. You could also choose to buy our recommended tablet during the ordering proces. However, you need the CytoSMART cloud software and camera drivers which are free to download.

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The products from CytoSMART are designed to perform in the lab, and if they don’t, we want to know about it. With the purchase of a CytoSMART device, next to the product you also receive the promise that we’ll be honest to each other. This is essential to us, to bring out the best of your research.

Before returning a product, we will first try to resolve any problem. So, if something is not working or performing as it should, please try the following options:

When the problem cannot be resolved and you still want to return the product, we will exchange it. Please note that CytoSMART does not issue refunds. Also before returning, please read the full return policy

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Downloads

CytoSMART Exact User Manual
CytoSMART Exact Quick Starter Guide
CytoSMART Lux2 User Manual
CytoSMART Lux2 Quick Starter Guide

Factsheet: Manual Counting vs. Automated Counting
Example report: Cytosmart Exact Cell Counting Report 

Whitepapers and eBooks

To keep you up to date and to share knowledge, we will frequently offer you whitepapers and other knowledge. Keep this webpage in mind and subscribe for our newsletter for the newest blogs, or download the facts, figures, ebooks and whitepapers beneath.

Whitepaper: The accuracy of cell counting
Whitepaper: 5 Tips for better cell counting
Whitepaper: 10 most made errors in cell counting
Whitepaper: Open vs. Closed automated cell counters

Software

To use our amazing products, you need our own very user friendly software. The software runs on all Windows computers and Windows tablets. When a product is purchased with a tablet, we will always deliver the tablet with the CytoSMART software installed on it. If you purchase a device without a tablet, we will provide you a download link by email.

Did you loose your software download link? No worry. Just send an email to support@cytosmart.com and we will send you a new software download link.

Try our products 3 days for free!

Would you like to test our products? We offer you a free, 3 day trial. Just contact us, tell us what you’re working on, when you would like the trial and we will send you our products to test for free. Not satisfied? After 3 days the product will be automatically picked up and you have no obligation what so ever.

REQUEST A FREE TRIAL ➜

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