Flow Cell

• What is the warranty period on my flow cells?

Online Store

• Why do I need to place an order online through your store?
• What payment methods do you accept?
• How do I change my account's Shipping or Billing Address?
• How do I preview the total cost of my order?
• Can I purchase multiple MinION Starter Packs?
• Can I return to my basket after exiting the site?
• What shipping charge will be applied to GridION or PromethION orders?
• Why do I need to buy a starter pack?
• see 8 questions...

Returns & Upgrades

• Can I upgrade my MinIT to a MinION Mk1C?
• Where do I submit my flow cells for return?
• Why do I need to return my flow cells?
• Can I upgrade my GridION to a GridION Mk 1?
• My flow cell collection has failed, what do I do now?
• see 5 questions...

Orders

• Why is my order status pending / processing?
• How can I check the status of my order?
• How do I change the shipment date of my order?
• How do I add an extra shipment date to an order?
• Can I split my order into several deliveries?
• What payment methods do you accept?
• Where can I get a purchase order?
• see 7 questions...

Deliveries

• Where can I find my tracking number?
• How long will my delivery take to arrive after despatch?
• Can I split my order into several deliveries?
• How do I change the shipment date of my order?
• How do I add an extra shipment date to an order?
• At what temperature are items shipped?
• Why is the MinION shipped separately?
• Why do I need to schedule my delivery?
• What shipping charge will be applied to GridION or PromethION orders?
• see 9 questions...

Getting started with nanopore sequencing

• What data are in the pings sent to Oxford Nanopore?

Computer Requirements

• I don't have a USB3 port on my computer, am I able to use a USB-C cable?

General info

• What will be the output of the PromethION?

Control experiment

• Lambda control Reference sequence

Troubleshooting

• Why is MinKNOW showing "Unable to connect to the MinKNOW manager instance"?

Warranty & Storage

• What is the warranty period on my flow cells?
• How do I store my device?
• How do I store my flow cells?
• How do I store my kits?
• see 4 questions...

Account & Login

• How do I create an account?
• Why do I need to create an account?
• What is My Account?
• What is Team Management?
• What are the different roles available to account members?
• I am a member of an existing account but wish to create my own account, how do I do this?
• How do I get access to the Nanopore Community?
• How do I get access to the Nanopore Community for my colleague?
• How do I get access to the GitHub repositories?
• see 9 questions...

Account Setup

• How do I create an account?
• Why do I need to create an account?
• What are the different roles available to account members?
• Why do I need to buy a starter pack?
• I am a member of an existing account but wish to create my own account, how do I do this?
• see 5 questions...

Payment & Invoices

• Can you send me an invoice before I place my order?
• Where can I find invoices?
• When will I receive my invoice?
• What is a ‘commercial invoice’?
• What currencies do you accept?
• How do I set Oxford Nanopore up as a new supplier?
• How can I get a W-8/W-9 form?
• Where can I find your vendor information?
• What payment methods do you accept?
• see 9 questions...

MinION

• How do I store my device?
• I don't have a USB3 port on my computer, am I able to use a USB-C cable?

PromethION

• What will be the output of the PromethION?

MinKNOW

• Why is MinKNOW showing "Unable to connect to the MinKNOW manager instance"?

Software

• Why is MinKNOW showing "Unable to connect to the MinKNOW manager instance"?

MinION

• I don't have a USB3 port on my computer, am I able to use a USB-C cable?

PromethION

• What will be the output of the PromethION?

Top Customer Services Items

• Can I upgrade my MinIT to a MinION Mk1C?
• Changing the delivery schedule of your order
• What is the warranty period on my flow cells?
• Where do I submit my flow cells for return?
• see 4 questions...

Top Technical Support Items

• What is the warranty period on my flow cells?

General

• What data are in the pings sent to Oxford Nanopore?

Data handling

• What will be the output of the PromethION?

Devices

• I don't have a USB3 port on my computer, am I able to use a USB-C cable?

Software

• What data are in the pings sent to Oxford Nanopore?

Account Set-up and My Account

• Why do I need to create an account?
• Why do I need to buy a starter pack?
• How do I create an account?
• What is My Account?
• What is Team Management?
• What are the different roles available to account members?
• I am a member of an existing account but wish to create my own account, how do I do this?
• How can I check the status of my order?
• see 8 questions...

Deliveries and Returns

• Why do I need to schedule my delivery?
• Can I split my order into several deliveries?
• How do I change the shipment date of my order?
• How do I add an extra shipment date to an order?
• How long will my delivery take to arrive after despatch?
• Where can I find my tracking number?
• At what temperature are items shipped?
• Why is the MinION shipped separately?
• What shipping charge will be applied to GridION or PromethION orders?
• Why do I need to return my flow cells?
• Where do I submit my flow cells for return?
• My flow cell collection has failed, what do I do now?
• see 12 questions...

New Supplier set-up

• How do I set Oxford Nanopore up as a new supplier?
• Where can I find your vendor information?
• How can I get a W-8/W-9 form?
• What payment methods do you accept?
• What currencies do you accept?
• see 5 questions...

Distributors & Dealers

• Can I purchase directly from you, or do I have to use a Distributor?
• Who are your Dealers and Distributors?

Upgrades

• Do I have to upgrade now?
• Can I keep my early access MinION for posterity?
• Is the New User Starter Pack fee still a refundable deposit?
• Is the classic MinION Configuration Test Cell (CTC) compatible with either the MinION Mk 1 or Mk 1B?
• Do I have to run CTC and Lambda Control Experiment?
• Can I upgrade my MinIT to a MinION Mk1C?
• Can I upgrade my GridION to a GridION Mk 1?
• see 7 questions...

General

• Why is MinKNOW showing "Unable to connect to the MinKNOW manager instance"?
• Do I have to run CTC and Lambda Control Experiment?

General

• Do I have to run CTC and Lambda Control Experiment?

MinIT

• Can I upgrade my MinIT to a MinION Mk1C?