---
title: "Reminders when contacting Customer Care"
slug: "reminders-when-contacting-customer-care"
updated: 2026-10-06T13:59:42Z
published: 2026-10-06T13:59:42Z
canonical: "help.clario.com/reminders-when-contacting-customer-care"
---

> ## Documentation Index
> Fetch the complete documentation index at: https://help.clario.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Reminders when contacting Customer Care

#### Before you contact Clario Customer Care, gather the study and site details that help us resolve your request faster.

#### Choose phone or email below, and have the information in the next section ready when our team connects with you.

Content in this article relates to:

Customer Care

---

## Contact us

Select your preferred communication method to view contact details. Be ready to **share the information** explained below.

### Telephone

View toll-free numbers and speak with a Customer Care specialist.

[Call support↗](https://clario.com/contact/customer-support/#call)

### Email

Send a message to our Customer Care team.

[Email support↗](https://clario.com/contact/customer-support/#email)

### What to expect

When you call, automated IVRS routes your request to a Customer Care representative who specializes in your area. They'll ask a set of standard questions. Please allow time while your details are recorded.

Some issues need more time to resolve. If your request can't be closed on the first contact, you'll receive a **ticket number** and an agent will work with you on a plan for further assistance and updates.

---

## Share this information

Have the following details available when you contact Customer Care.

### Ticket number

An alphanumeric code beginning with **CC** followed by nine digits. Provide this when requesting updates for ongoing investigations.

### Protocol number

The unique identifier for your clinical trial. You can usually find it in your study reference materials, on equipment labels, and in the **Clario Portal** (if you previously joined the study).

### Site number or ID

Your institution's number or ID in Clario systems. You can usually find it in the same 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 on a sticker on the back. A Customer Care representative can help you locate it.

### Your contact details and role

Tell us who you are, the role you play at your institution, and the best way to reach you.