Website user guide

Frequently Asked Questions

• How to register
• I did not receive a confirmation email
• I get an error message during registration
• I get an error message when I want to create a password
• I'm an existing customer, I want to change my address details while I'm registering
• I don’t know if my email address is already registered

How to register

Our website follows a two-step registration process.

• Step 1: Click on the Login/Register field in the upper right corner of the site.
• Click on 'Register Now' (Fig A).
• Register with your first and last name and your email address. (Fig B).
  Once you clicked on 'Register Now', you will receive a confirmation email from Lonza Bioscience with the subject 'Email Address Confirmation' (Fig. C).
  If you do not receive a confirmation email, please check your spam folder.
  By clicking on the confirmation link in the email, you will be guided to the second step of our registration process. This first step of your registration will only be completed if you click the link provided in the email. 
• Step 2: The confirmation link takes you to the form 'Account Setup' (Fig D). Fill in all mandatory fields before submitting your registration. Please note that your need to enter a valid address to complete your registration.
  Any error messages will be shown at the top of the page. In addition, fields entered incorrectly or mandatory fields that are left blank are highlighted with an error message in red. (Fig E).

Fig A

Fig B

Fig C

Fig D

Fig E

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I did not receive a confirmation email

There may be several reasons why you did not receive a confirmation email:

• The email may have been delivered to the spam folder. Check your spam folder.
• Your organization's email server did not recognize the email sender. Ask your IT department to whitelist email addresses from '@lonza.com'.
• There may be a typing error in the email address you submitted. Start the registration process again from step 1.

If you require further assistance, please contact our Website Support Team.

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I get an error message during registration

• Check that all fields are entered correctly, including a valid email address, street, zip/postal code, and country. Most incorrect or missing fields will be highlighted in red with an error message.
  However, address fields may not be highlighted, even if there’s an issue. Please make sure your address is 100% accurate - including formatting and any spaces in the postal code. An error message will also appear at the top of the form if there are issues (Fig F). 
• If the problem persists, please contact our Website Support Team.

Fig F

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I get an error message when I want to create a password

For security reasons, your password has to match these criteria:

1. At least 10 characters long
2. At least one letter in upper case
3. At least one letter in lower case
4. At least one number
5. At least one special character

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I'm an existing customer, I want to change my address details while I'm registering

To guarantee a seamless purchasing experience, our system checks if your email address is already associated with an account during registration.

• If you have already purchased from Lonza Bioscience using the same email address as for website registration, your profile will be completed automatically with your existing account details. If you want to change your address details for your existing account, you will need to contact our Customer Service Team.
• If your email address is associated with several accounts, the system will ask you during registration for which account you would like to register.
• If you want to change your address information for an existing account, you need to get in touch with our  Customer Service Team.

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I don’t know if my email address is already registered

If you try to register with an email address which has been registered already, you will see a message informing you that this email address is already in use (Fig. G).
You have the option either to

• log in if you have the password,
• create a new password using the 'Recover your password' functionality,
• or try again with a different email address.

Fig G

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