How do I get access to Geneious Biologics?

Biomatters staff will create one administrator account for your organization. Please ask your administrator for access and he/she can create new users and accounts for your organization without any need to contact Biomatters Support.  If you don't have Geneious Biologics in your organization yet, you can request a trial here.

There is more information on how administrators can create new users here. Once your administrator has added you, you will receive an email prompting you to activate your account.

Why didn't I receive an activation email?

It always worth checking the email spam folder, in case the activation email gets caught in the spam filter. Sometimes emails can also get caught in your organisation's firewalls, in which case they may not appear in the inbox at all.

If for some reason the invitation email does not appear at all, the following steps may help:

1. Add no-reply@geneious.com and no-reply@geneious.eu as contacts using your email provider's interface for adding contacts.

2. Trigger a new email by going to the 'Reset password' screen in Geneious Biologics and entering your email address. Your administrator could also do this for you.

3. Go to your email client and click the link in the Reset password email to complete your account setup. Please make sure that this link opens in Chrome, which is our recommended browser.
4. The reset link expires within a few hours - if it has expired, simply go back to step 1 and request another link.

Why doesn't my account activation link work?

Account activation links expire after one week, for security purposes. If your link has expired, you can request a new one by entering your email address in the Reset Password screen. 

1. Go to the "Reset password" page.
2. Type in the email used to sign up and press 'Reset'
3. Go to your email client and click the link in the Reset password email to complete your account setup. Please make sure that this link opens in Chrome, which is our recommended browser.
4. The reset link expires within a few hours - if it has expired, simply go back to step 1 and request another link.

Why can't I sign in?

If you are unable to sign in to Geneious Biologics, there are several possible causes:

• Your account isn't activated yet: Your administrator may not have created a user for you yet, or you have not yet successfully activated your account using the link that should have been emailed to you when your user was created. For more information on issues with account activation, please see the above sections of this article.
• You may be connecting to the wrong environment. We operate two independent Geneious Biologics environments in the EU and US geographical regions, which are accessed via https://biologics.geneious.eu and https://biologics.geneious.com, respectively. Please ensure that you use the same domain as the activation link that was emailed to you when your user was first created, otherwise you will not be able to sign in.
• You may have entered an invalid email address or password (if not using SSO). Please ensure you use the email address to which your account activation email was sent, and check that your password is entered correctly (and you do not have caps-lock turned on).
• Your user may have been disabled. You should be able to confirm whether this is the case by contacting one of your organization's administrators.
• Your organization may be deactivated. This may be because your trial or subscription period has not yet commenced, has been put on hold, or has ended.
• If you are using SSO and none of the above reasons explain your login failure, please refer to the Troubleshooting section of our Single Sign-On article.

If you continue to have trouble signing in, we would be happy to help you troubleshoot here. Please take note of any error message that appears on screen (in red text), as this will usually provide some indication as to why your sign in was unsuccessful, and will be useful information for us to help with your support ticket.