Skip to main content

Frequently Asked Questions

Account & Access​

How do I reset my password?​

Click Forgot Password on the login page and enter your email address. A reset link will be sent to your inbox within a few minutes. If you don't receive it, check your spam folder or contact support@clearlinelims.com.

How do I add a new user to our lab?​

User accounts are created by the CTM team. Email support@clearlinelims.com with the following:

  • Full name
  • Email address
  • Role (e.g., Lab Analyst, Lab Manager, Lab Clerk)
  • Any specific access restrictions needed

We'll create the account and send the new user a welcome email with login instructions.

What roles are available in Clearline LIMS?​

Common roles include Lab Clerk (receiving samples), Lab Analyst (entering results), Lab Manager (verifying and publishing), and Client (portal access only). Role permissions can be customized — contact support if you need a non-standard setup.

Data & Exports​

Can I export my data?​

Yes. From any listing view (Samples, Clients, etc.), use the Export or Download CSV button to export the visible data as a spreadsheet. Published sample reports are available as PDFs from the sample's Reports tab or from the client's Reports tab.

Can I bulk export all our data?​

For large data exports — historical records, full audit trails, or data migration purposes — contact support@clearlinelims.com. We can prepare a structured export in an agreed format.

How long is our data retained?​

Your lab data is retained for the lifetime of your Clearline LIMS subscription. Upon cancellation, we provide a data export before account closure. Contact us for specifics.

System & Updates​

How often is Clearline LIMS updated?​

CTM manages all software updates on your behalf. Updates are typically deployed during low-traffic windows (nights or weekends) with advance notice provided for significant changes. You will never need to apply updates manually.

Will I be notified before maintenance windows?​

Yes. For scheduled maintenance that may cause brief downtime, CTM will notify you at least 24 hours in advance via email. Critical security patches may be applied with shorter notice.

What browsers are supported?​

Clearline LIMS works in the latest versions of:

  • Google Chrome (recommended)
  • Mozilla Firefox
  • Microsoft Edge
  • Apple Safari

Internet Explorer is not supported. If you experience display issues in any supported browser, contact support.

Lab Configuration​

Can I add my own analysis services?​

Analysis services (the tests in your catalog) are configured by the CTM team. This ensures proper setup of keywords, units, calculations, and specifications. To add a new test, modify an existing one, or remove a test from your catalog, contact support@clearlinelims.com with the details.

Can I change our sample ID format?​

Yes — ID format is configurable per sample type. Contact support to request a format change. Note that existing sample IDs will not be retroactively renumbered.

How do I request a new report template or changes to our existing one?​

Email support@clearlinelims.com describing the changes you need (layout, logo, added fields, etc.). CTM will design and configure the template and preview it with you before applying it.

Billing & Account​

Who do I contact for billing or account changes?​

For billing questions, subscription changes, or account administration, contact support@clearlinelims.com or visit clearlinetechmethods.com.

Is our data backed up?​

Yes. CTM performs automated daily backups with point-in-time recovery capability. Backups are stored in geographically separate locations. In the event of data loss, contact support immediately.

Is Clearline LIMS secure?​

Clearline LIMS is hosted on secure, managed cloud infrastructure. All data is encrypted in transit (HTTPS/TLS) and at rest. Access is controlled by user authentication and role-based permissions. Security patches are applied by CTM as part of ongoing maintenance.

Still Have Questions?​

If your question isn't answered here, contact support@clearlinelims.com. See Getting Support for what to include in your request to get the fastest response.