Clario Help

Help to unstick you

Essentials

eLearning

Orders and Returns

Popular Topics

Resetting your password

Need help resetting your Clario Global Account password? Find easy-to-follow instructions here.

Unlock your eCOA Tablet

Find and apply the unlock code to the eCOA Tablet, including Startup Unlock Codes.

Updating eCOA software

Stay updated! Check out our guides for updating and syncing your devices during your clinical trial.

Join your eCOA study

Find what you need to join a study. Have your study name and site number ready, then choose the StudyWorks role that fits your involvement.

Contact Customer Care

Be ready to share this information with our Customer Care agents

Find your toll free numbers here

Email us for non-urgent items

Ticket Number ▼

This is an alphanumeric code beginning with “CC” and followed by nine digits. Provide this when requesting updates for ongoing investigations.

Protocol Number ▼

This is the unique identifier for your clinical trial and can usually be found in your study’s reference materials, noted on equipment, and listed in the Clario Portal (if you previously elected to join the study).

Site Number or ID ▼

Your institution has been designated a number or ID that is used in Clario’s systems. You can usually find it specified in similar locations as the Protocol Number.

Principal Investigator Name ▼

Your clinical site is also identified by the name of your institution’s designated Principal Investigator.

Equipment Serial Number ▼

Each device is labeled with Clario’s equipment identifier, a short alphanumeric code stickered to the back. The attending Customer Care representative can assist locating it.

Your Contact Details and Role ▼

Of course, you’re the most important part to this puzzle. So tell us who you are, the role you play at your institution, and the best way for us to contact you.

Start Your Clinical Trial Journey

Setting Up Your Site

Site Registration Overview: Site registration steps can vary by study. In some cases, you’ll need to register your site before continuing with onboarding. In others, your site may already be set up—just search for it and select it to proceed.

What You’ll Need: Site registration is usually fast. You’ll enter your site’s main address, a separate shipping address if needed, and identify your Principal Investigator. For some Clario solutions, you may also need to provide equipment details—like CT or X-ray machines—and upload test data or complete equipment-related questionnaires.

Adding Participants and Site Staff

Setting Up Participants in Clario: Setting up participants in Clario is simple, but it involves a few steps and may require help from different team members. As clinical staff, your role is to start the setup and hand over to the participant. The handover process depends on how the participant will access Clario—via computer, mobile phone, or tablet.

Adding Colleagues to the Clario Portal: Adding team members is even easier. As a Site Administrator, you’re responsible for adding colleagues to the portal. Once you submit a request, the sponsor or CRO team will review it. After approval, your colleague will receive an invitation to complete their registration.

Important: Some of Clario's legacy solutions may require you to complete the "Join a Study" process. Please refer to your study-specific materials to determine which process you should follow.

Ordering and Receiving Equipment

Before Placing an Order: Confirm which devices are supported for your study. These may include handhelds, tablets, ECG monitors, or other specialized equipment. Use the provided order forms and follow solution-specific instructions to complete your request.

Ordering Equipment: Ordering supplies through Clario depends on your study’s solution. For most studies, you’ll either place orders directly in the Clario Portal or contact your Sponsor or CRO team.

Receiving and Tracking Shipments: After placing your order, you’ll receive updates as your shipment progresses. You can track delivery status in the Clario Portal and access guidance tailored to your study. If your region requires import documentation, Clario provides the necessary forms and support to help ensure smooth delivery.

Conducting Your First Visit

Before Your First Visit: Review your study’s visit schedule in the training materials, as timing and requirements may vary. Make sure you can access your study in the Clario Portal, your participant is added, and all devices—such as tablets—are charged and set up. If using shared devices, ensure colleagues and participants are added before the visit.

Managing Clinical Visits: Visits are completed in sequence based on your study’s schedule. Start the next available visit, complete all required clinical forms (e.g., EQ-5D-5L, SF-36), and any optional tasks if needed (e.g., Ad Hoc Pain Diaries). Visit data is stored on the device until it’s uploaded to Clario. Make sure your device is connected to a network and follow your study’s instructions to transmit data successfully.

During Your Clinical Trial Journey

Keeping Accounts Up to Date

Maintaining Access: Clinical trials can span months or even years, and it’s easy to lose track of login details. If you forget your Clario username or password, recovery options are available to help you regain access quickly.

Updating Profile Information: If your contact details change—like your email, name, or shipping address—you can update your Clario profile anytime. You can also update participant information, such as event dates (e.g., screening, enrollment) or contact details, using the demographic update tools provided.

Keeping Software Up to Date

Sending Data Regularly: Get in the habit of sending data to Clario as soon as it’s collected. Whether you’re uploading through the Clario Portal or transmitting from a mobile device, it’s important to know how and when to send data to keep your study on track.

Manual Software Updates: Occasionally, your study may require software updates. Most updates sync automatically, but if that doesn’t happen, you may need to update your device manually. Follow your study’s instructions to complete the update and ensure your device is ready for use.

Managing Equipment Stock

When to Order Resupplies: Keep an eye on your equipment levels, especially as new participants are enrolled. Use Clario’s reporting tools to monitor stock and avoid shortages. Since shipping times can vary, it’s important to plan ahead based on your site’s enrollment projections.

Ordering Resupplies: For some studies, you can order consumables directly through the Clario Portal using the Resupply Portal. If your study doesn’t use this feature, refer to your study-specific materials for guidance on how to request additional supplies.

Returning Faulty Equipment: If you experience issues with a device, contact Clario’s Customer Care team. They’ll help troubleshoot the problem and determine whether a replacement is needed.

Interacting with Clinical Data

Data Change Requests (DCRs): During your study, you may need to update clinical data—such as correcting demographic details or adjusting visit numbers and participant IDs. These changes can be requested directly in the Clario Portal using our DCR tools. Clario’s data management team will review and implement changes as needed.

Responding to Queries: You may receive queries in the Clario Portal, either automated or from our data management team. These messages typically ask for clarifications or updates related to your submitted data. Responding promptly helps keep your study data clean and on track.

Using Dashboards and Reports: Clario offers a range of reports to help you monitor study progress. Report availability varies by study, but you can access them through your dashboard—whether in the Reporting Portal, Interactive Reports, or other solution-specific sections.

Finishing Your Clinical Trial Journey

Closing Out Accounts

Participant Accounts: Before closing out a participant’s account, confirm that all study activity has ended and all data has been uploaded—including final device transmissions. Participants should be marked in their final study status, based on your protocol’s definitions. This may include statuses such as completed, withdrawn, or other outcomes appropriate to your study. Ensure all clinical data is submitted to Clario before account closure.

Clinical Staff Accounts: Once your site has completed all study activities and you no longer need access to Clario’s solutions, you can revoke your own account. This helps prevent further automated notifications and ensures your access is properly closed.

Closing Out DCRs and Queries

Managing Data Change Requests (DCRs): To prepare for database lock, all DCRs must be resolved. Rather than waiting until the end of the study, monitor and close DCRs regularly throughout the trial. Our online reports and automated notifications are here to help you stay ahead of key milestones.

Responding to Queries: You’ll receive notifications in the Clario Portal when queries require your attention. Aim to resolve outstanding queries at least one week before the study’s projected last participant visit to avoid delays.

Planning for Data Cleaning: Data cleaning involves coordination across your site, sponsor or CRO, and Clario. To support a smooth closeout, please notify Clario at least eight weeks in advance of any upcoming data cleaning milestones, including the projected study end date.

Returning Equipment

When to Return Supplies: At the end of a study or when equipment is no longer needed, you’ll need to return supplies according to your study’s solution type. Timing and process may vary, so always refer to your study-specific instructions.

How to Return Supplies: For most eCOA and Cardiac Solutions studies, you can generate a UPS shipping label and schedule a pickup using the region-specific links provided. You’ll complete a short form as a guest and follow the instructions to prepare your shipment. For other solutions—like Medical Imaging, Respiratory, or Precision Motion—coordinate returns directly with your Sponsor or CRO team.

Foreign Shipper's Declaration (FSD): If your site is outside the U.S. and returning equipment to Clario’s U.S. facilities, you may need to include a completed FSD. Refer to Clario’s FSD guidance for step-by-step instructions, including how to locate your original export date and properly attach the form to your shipment.

Receiving Your Clinical Data Archive

When Archives Are Delivered: Once final data transfer is approved, Clario prepares and distributes sponsor and site archives. These archives include key study materials such as training documents, subject data, signed change requests, and authenticity certificates. Delivery timing and format may vary depending on your study and region.

What’s Included: Each site archive contains PDF copies of relevant documentation, including final user manuals, subject responses, and signed data change records. Archives are quality-checked to ensure accuracy and completeness before distribution.

After Delivery: Once all archives are received and confirmed, access to the Clario Portal is removed for all users.

Start Learning. Start Leading!

Our eLearning curriculum includes essential modules and study-specific content. You'll learn how to use Clario technology to collect high-quality data throughout your clinical trial.

Training typically takes 20-30 minutes, depending on the complexity of your study, and can be reviewed as needed throughout the trial.

Accessing Clario Learn

Log in to your Clario account at Go to Clario Portal
Pick your study from the Select Study or Organization menu.

Important: You can access the curriculum only after your study access request is approved by the CRO or sponsor management team.
Open the Clario Apps menu and select Clario Learn.
The Clario Learn curriculum for your study displays and lists all applicable eLearning courses.

Completing the Training

The system marks each eLearning course as “Completed” after you view the material and successfully pass the quiz at the end of the course. You must complete all courses to receive certification.

Start each eLearning course and successfully pass the quiz at the end. After closing the course, it is marked as Complete.

Continue completing courses and activities until everything is marked as complete.

When everything is complete, a certificate icon appears. You can open and print the certificate if needed. Your certification progress and completion is also shared with your sponsor.

Other Help and Resources

You can access important study materials including Site Manuals and the Closeout Checklist in the Reference section of the curriculum.

Check Out Our Video Tutorials

Watch step-by-step video guides for Blood Pressure, Cardiac Solutions, eCOA, and Respiratory workflows.

Blood Pressure Tutorials

Discover how to log in, create technician accounts, and manage subjects—plus step-by-step guidance for ABPM, Clinic BP, and Home BP workflows to streamline your trial tasks.

Cardiac Solutions Tutorials

Learn how to create technician accounts and transmit ECG data using Clario’s MAC2000 and ELI150c devices—essential steps for accurate cardiac data collection in trials.

eCOA Tutorials

Learn how to update, sync, and activate your eCOA Handheld and Tablet; pair respiratory sensors; and manage clinical data using Data Change Requests—all through quick, guided videos.

Respiratory Tutorials

Watch step-by-step videos on spirometry, DLCO testing, MasterScope setup, and Subject Mode login—ensuring accurate respiratory data collection aligned with ATS/ERS guidelines.

Ordering Supplies

Getting your supplies delivered on time is easy when we have the right details—right place, right time, no hassle.

Devices

Let us know the exact equipment you need—like eCOA Handhelds or Tablets, Cardiac Solution's Eli150c or MicroLife BP devices.

Quantity

Base your request on participant numbers to ensure you have enough devices for your study.

Delivery Date

Share your Site Initiation Visit (SIV) or First Participant In (FPI) dates so we can schedule delivery accordingly.

Shipping Address

Confirm your shipping address. You may be able to check this in your Study Dashboard, or simply send it to us.

Special Considerations

Let us know if there are specific delivery instructions, availability windows, or designated recipients.

If you're just starting your clinical journey, your sponsor or CRO team has likely already placed your initial supply order. For any questions about upcoming shipments, please reach out to those teams directly. They’re working closely with Clario Project Management to ensure your supplies arrive on time for your first scheduled visits—making the process smooth and worry-free.

Ordering Resupplies

Use the Resupply Portal to Order Supplies
Reordering consumables is quick and easy through Clario’s Resupply Portal—no need to contact Customer Care.

Here’s How It Works:

Log In via the Clario Portal and access the Resupply section.
Select Your Protocol to view the correct supply list.
Add Items to Your Cart and adjust quantities as needed.
Review Your Cart to confirm selections and site details.
Submit Your Order directly through the portal.

Helpful Tips:

If you exceed quantity limits, the system will notify you.
Clario will coordinate with your sponsor or CRO to review any flagged orders.
Following these steps ensures timely, accurate shipments that keep your site running smoothly.

If your study does not use Clario’s Resupply Portal, please refer to your study-specific materials or contact your sponsor or CRO management team for help placing supply orders.

Returning Supplies

Select your solution and region (if applicable) below for step-by-step instructions.

Cardiac Solutions – APAC

Follow the steps below to return Cardiac Solutions equipment from the Asia-Pacific region. You'll use the UPS portal to download documents, generate a shipping label, and schedule a pickup.

Important: These instructions exclude Australia, New Zealand, and Taiwan.

Step 1: Access UPS Portal

Press here to start: Go to UPS Portal
Select “Continue As Guest”.

Step 2: Download Required Documents

On the left side of the UPS portal, you’ll find all key documents for your return:

Required: Proforma Return Invoice, and Battery Instructions
Reference: UPS Pickup Guide, Device Reference Photos

Step 3: Enter Shipment Details

In the UPS portal, enter your full address and contact information under the “Ship From” section. In the “Package(s)” section, provide:

The estimated package weight
Your Protocol ID (from Clario or StudyWorks)
Your Site ID

If you're returning more than one package, click “Add” and repeat the details. All packages must reference the same Protocol and Site ID.

Step 4: Generate & Attach Shipping Label

Click “Process Shipment”.
A shipping label will be generated—print it out.
Attach the label securely to the outside of your package so it's clearly visible.

Step 5: Schedule Pickup

After generating your UPS shipping label, schedule a pickup for your preferred date and time. If online scheduling isn’t available in your country, use the UPS Pickup Guide from the portal for alternative instructions. You can also contact UPS directly via www.ups.com by selecting your country and choosing Customer Service.

Step 6: Battery Instructions

If your device has an internal battery (like a tablet or smartphone), download the UN3481 Lithium Battery Label and print it in color. Attach it to the outside of your package.

Press here to download your battery label: Download the UN3481 Lithium Battery Label

Important: Please follow the battery instructions exactly to avoid delays or issues during shipping.

Step 7: Customs Invoice

Important: First check with your CRA to see if a bulk shipment is being arranged. If not, follow the instructions below.

Save a Copy: Download or save a copy of the file to your computer.

Important: This experience varies based on your version of Microsoft Excel. You may even need to press “Enable Editing.”
Press here to download your invoice: Download the International Invoice

Complete the Form: Fill in the yellow-highlighted fields:

Shipper – Your name or organization
Country of Export – The country you’re shipping from
Invoice Date – The date you plan to ship the device
Protocol – The study or protocol the equipment was used for
Airway Bill Number – The tracking number from the label you generate via the portal

Identify Returned Items: Under “Description of Goods,” click each cell to open the dropdown. Select your item(s) and enter the quantity.

Use the reference photos in the UPS portal to help with identifying your device.
Unused lines should remain blank or marked as “No Declared Commodity.”

Finalize and Print: Enter the number of packages. Print the invoice and attach it to the outside of your shipment.

Tracking Shipments

Shipment tracking may vary depending on the Clario solution used in your study—such as eCOA, Cardiac Solutions, or Respiratory. If online tracking isn’t available for your solution, please reach out to your Sponsor or CRO team to confirm your shipment details.

The NxT Platform

From 2026, studies using Clario’s NxT Platform will include shipment tracking in online reports. To access tracking details, open the Reports widget from your Study Dashboard, then select your shipping report from the quick-access list or browse the full report library in the Reporting Portal.

Cardiac Solution's Portal

To check your shipping status, go to the "Devices & Supplies" section in your study's portal. From there, you can view shipment details, including tracking information, once your order has been processed and shipped.

eCOA's StudyWorks Portal

To track shipments for an eCOA clinical trial, log in to the Clario Portal and open your study’s reports. In the "Device Shipment Report," tracking numbers appear in the “Tracking Number” column—click the active link to view real-time updates on the carrier’s website.