Customer support platform update

We are upgrading our customer support platform on Monday, October 20, 2025.

This move is designed to enhance our operations behind the scenes, ensuring our ability to scale support alongside your groundbreaking research.

What This Means For You

Your support experience will remain virtually unchanged, ensuring continuous service.

• How to Contact Us: Continue to use support@10xgenomics.com and your local hotline number for urgent instrument issues. These channels remain exactly the same.
• Your Open Cases: All active support cases will be securely migrated to the new system, so your service continues uninterrupted.
• Knowledge Base: All existing links and access to our resources remain completely valid.

The Improvement You Will See

You may notice a few minor refinements that signal an even better future:

• Refined Communication: Case emails and automated replies will have a slight, cleaner update to their design.
• Enhanced Self-Service: Look for an improved knowledge base design with cleaner navigation.

Should you experience any unforeseen issues reaching our Support team during this transition, please contact your local Field Application Scientist (FAS) directly.