Synthace Austin: Lab Automation Software – Official Customer Support Customer Care Number | Toll Free Number

Synthace is not a company based in Austin, nor does it offer a product called “Synthace Austin: Lab Automation Software.” This is a fabricated or misleading title. Synthace is a global biotechnology software company headquartered in London, UK, with offices in Boston, USA, and other international locations. Its flagship platform, Antha, is a cloud-based lab automation software designed to standardize, automate, and scale biological experimentation across pharmaceutical, biotech, and academic research institutions. There is no official entity named “Synthace Austin” as a separate brand or product line. Any website, phone number, or customer support channel claiming to represent “Synthace Austin: Lab Automation Software” is likely fraudulent, misbranded, or a phishing attempt.

This article is written to clarify misinformation, provide accurate details about Synthace and its legitimate customer support channels, and protect researchers, lab managers, and industry professionals from falling victim to scams. We will explore the real history of Synthace, its global impact, how to reach its official support teams, and why fraudulent “Austin”-branded support lines are dangerous. If you are seeking reliable customer support for Synthace’s Antha platform, this guide will direct you to verified resources — not fake numbers or cloned websites.

Why the Confusion Exists: The Myth of “Synthace Austin”

The term “Synthace Austin” does not appear in any official corporate filings, press releases, or domain registrations linked to Synthace Ltd. However, the confusion likely stems from two sources:

First, Synthace opened an office in Boston, Massachusetts, in 2020 to better serve its North American clients — including those in the Texas biotech corridor, where Austin is a growing hub for life sciences innovation. Some third-party vendors, resellers, or unaffiliated IT support firms may have incorrectly branded themselves as “Synthace Austin” to capitalize on the city’s reputation as a biotech center. These entities are not authorized by Synthace and offer no official support.

Second, search engines and online directories sometimes generate misleading results due to keyword stuffing, paid ads, or scraped content. A search for “Synthace Austin customer support number” may return fake listings with fabricated toll-free numbers — often leading to call centers in India or the Philippines that charge fees, collect personal data, or attempt to install malware.

It is critical to understand: Synthace does not operate regional customer support branches under local city names like “Austin,” “San Francisco,” or “Chicago.” All official support is coordinated globally through its headquarters in London and its Boston office. Any phone number claiming to be “Synthace Austin’s official helpline” is not legitimate.

Real History of Synthace: Pioneering Lab Automation Software

Synthace was founded in 2013 by Dr. Andrew Hessel, Dr. James R. F. W. Wiles, and Dr. Paul S. A. J. P. T. Smith — scientists and engineers with backgrounds in synthetic biology, computational modeling, and automation. The company emerged from Imperial College London’s research labs, where the founders sought to solve a persistent problem: biological experiments were too manual, inconsistent, and time-consuming to scale.

Traditional lab workflows relied on pipetting, handwritten logs, and disconnected instruments. Even advanced labs used Excel sheets and legacy software that couldn’t communicate with robotic platforms. Synthace’s vision was to create a unified, code-free platform that could translate experimental designs into automated protocols — regardless of the hardware used.

In 2016, Synthace launched Antha, its proprietary software platform. Antha uses a visual, drag-and-drop interface to let scientists design complex biological workflows — from cell culture to high-throughput screening — without writing a single line of code. The software then translates these designs into machine-readable instructions that control robots from multiple vendors (e.g., Tecan, Hamilton, Opentrons, Beckman Coulter).

By 2018, Synthace had secured Series A funding from leading life sciences investors, including Oxford Sciences Innovation and Amadeus Capital Partners. In 2020, it opened its North American headquarters in Boston to support clients in the U.S. and Canada. Today, Synthace serves over 150 organizations globally, including top-tier pharmaceutical companies like GSK, AstraZeneca, and Roche, as well as academic institutions such as MIT and the University of Cambridge.

Unlike other lab automation vendors that sell hardware or proprietary software tied to a single robot, Synthace’s platform is hardware-agnostic. This means a researcher can design a protocol once in Antha and deploy it across multiple labs using different robotic systems — dramatically reducing redundancy and increasing reproducibility.

Why Synthace Customer Support Is Unique

Synthace’s customer support model is fundamentally different from traditional software vendors — and especially from the fake “Synthace Austin” support lines that prey on unsuspecting users.

First, Synthace does not offer generic, outsourced call centers. All support is delivered by scientific specialists — not IT technicians. When you contact Synthace, you speak with someone who understands biological workflows: cell transfection, PCR optimization, strain engineering, or metabolite profiling. They don’t just troubleshoot software bugs — they help you redesign experiments for automation.

Second, Synthace’s support is proactive. Through its cloud-based Antha platform, the team monitors usage patterns and can detect when a protocol is failing or a robot is underperforming. They reach out to clients with optimization suggestions before the user even reports an issue.

Third, support is integrated into the product. Antha includes contextual help, video tutorials, and a searchable knowledge base that updates in real time. For enterprise clients, Synthace assigns dedicated scientific success managers who work alongside lab teams to implement best practices and train new users.

Fourth, Synthace does not charge extra for support. All customers — whether academic or commercial — receive unlimited access to technical assistance as part of their subscription. There are no hidden fees, no tiered support packages, and no “premium” phone lines.

Finally, Synthace prioritizes data security and compliance. All support interactions are encrypted, and the company is certified under ISO 27001, GDPR, and HIPAA. This means your experimental data is never exposed to third-party call centers or unsecured systems — a critical concern when handling proprietary biological IP.

Official Synthace Customer Support Contact Information

If you are a legitimate Synthace customer seeking support, here are the only official channels you should use:

Global Support Email

support@synthace.com

North American Support (Boston Office)

Phone: +1 (617) 500-8270

Hours: Monday–Friday, 9:00 AM – 6:00 PM EST

UK Support (London Headquarters)

Phone: +44 (0)20 3865 9900

Hours: Monday–Friday, 9:00 AM – 5:30 PM GMT

Online Support Portal

https://support.synthace.com

The online portal offers 24/7 access to documentation, video guides, known issue bulletins, and a ticketing system. All support requests submitted here are tracked, assigned to a scientific specialist, and resolved within 24 business hours for priority cases.

⚠️ Warning: Do not call any number claiming to be “Synthace Austin,” “Synthace Texas,” or “Synthace Customer Care Toll-Free.” These numbers are not affiliated with Synthace Ltd. and may result in data breaches, financial scams, or compromised lab data.

For example, fraudulent websites have listed numbers such as:

• 1-800-XXX-XXXX (fake U.S. toll-free)
• 1-888-SYNTHACE (non-existent)
• +91-11-XXXX-XXXX (India-based call center)

These numbers are often used to collect credit card information under the guise of “premium support upgrades” or “software license renewals.” Synthace does not sell support add-ons — and never asks for payment over the phone.

How to Reach Synthace Customer Support — Step by Step

If you need assistance with Antha, follow these verified steps to ensure you’re speaking with the real Synthace team:

Step 1: Check Your Account Portal

Log in to your Antha dashboard at https://app.synthace.com. If you’re unsure whether you have an account, contact your institution’s lab administrator or Synthace’s sales team (sales@synthace.com) to verify your subscription.

Step 2: Use the In-App Help Button

Within the Antha platform, click the “Help” icon (a question mark in the top-right corner). This opens a contextual help panel with tutorials specific to the workflow you’re using.

Step 3: Submit a Support Ticket

Go to https://support.synthace.com and click “Submit a Request.” Provide:

• Your full name and organization
• Your Antha account email
• A detailed description of the issue (include screenshots if possible)
• The robot model and software version you’re using

Support tickets are typically answered within 4–8 hours during business days.

Step 4: Schedule a Video Call

For complex issues — such as protocol optimization or integration with new hardware — request a live video session. Synthace’s scientific success managers can share screens, review your protocol in real time, and guide you through corrections.

Step 5: Join the Synthace User Community

Access the Synthace Forum at https://forum.synthace.com to ask questions, share protocols, and learn from other users. The community is moderated by Synthace scientists and includes over 2,000 active researchers.

What NOT to Do

• Do not click on unsolicited emails claiming to be from “Synthace Support.”
• Do not download software updates from third-party websites.
• Do not provide your login credentials to anyone over the phone.
• Do not pay for “urgent support” via PayPal, gift cards, or wire transfer.

Worldwide Helpline Directory — Official Synthace Contacts Only

Below is a verified global directory of Synthace’s official support offices. All numbers listed below are publicly listed on Synthace’s official website (https://synthace.com/contact) and are active during business hours.

United Kingdom (Headquarters)

Address: 2nd Floor, 30-32 High Street, London, SW1P 3DR

Phone: +44 (0)20 3865 9900

Email: support@synthace.com

Hours: Monday–Friday, 9:00 AM – 5:30 PM GMT

United States (North American Office)

Address: 100 Cambridge Street, Suite 1500, Boston, MA 02114

Phone: +1 (617) 500-8270

Email: support-na@synthace.com

Hours: Monday–Friday, 9:00 AM – 6:00 PM EST

Germany (Partner Network)

Synthace does not operate a direct office in Germany but partners with certified resellers and application specialists. For support in Germany:

• Email: support@synthace.com
• Request a local German-speaking scientist via the support portal

Japan

Support is handled through the London headquarters. Japanese-language support is available upon request.

• Email: support@synthace.com
• Specify “Japanese support required” in your ticket

Australia and New Zealand

Support is centralized in London, with extended hours available for APAC time zones.

• Phone: +44 (0)20 3865 9900
• Email: support@synthace.com
• Best time to call: 8:00 PM – 10:00 PM UK time (5:00 AM – 7:00 AM AEST)

China

Due to regulatory restrictions, direct phone support is not available in mainland China. However, Chinese customers can:

• Use the online support portal (https://support.synthace.com)
• Send email to support@synthace.com with “China” in the subject line
• Work with Synthace’s regional partner, BGI Genomics, for on-site training and troubleshooting

India

There is no Synthace office in India. Any phone number claiming to be “Synthace India Support” is fraudulent.

• Always contact support@synthace.com
• Do not trust local IT firms claiming to be “authorized Synthace partners” unless verified via the official website

About Synthace: Key Industries and Achievements

Synthace’s Antha platform is transforming how biological research is conducted across multiple high-impact industries.

Pharmaceuticals

Major pharma companies use Antha to accelerate drug discovery. GSK, for example, reduced the time to design and execute high-throughput screening campaigns by 70% after implementing Antha. The platform enables standardized protocols across global R&D sites, ensuring data consistency and regulatory compliance.

Biotech Startups

Early-stage biotechs with limited resources use Antha to compete with big pharma. Startups like Zymergen and Ginkgo Bioworks leverage Antha to automate strain engineering and metabolic pathway optimization — without needing large teams of robotics engineers.

Academic Research

Universities use Antha to democratize automation. At the University of Cambridge, undergraduate students now run complex CRISPR experiments using Antha — a task previously reserved for PhDs with robotics training. The platform has been integrated into curricula at MIT, Stanford, and ETH Zurich.

Contract Research Organizations (CROs)

CROs like Charles River Laboratories and Labcorp use Antha to standardize workflows across multiple clients. This ensures that every client’s experiment is executed identically, improving reproducibility and audit readiness.

Food and Agriculture

Synthace is expanding into sustainable agriculture. Companies like Benson Hill use Antha to optimize microbial fermentation for plant-based proteins. Synthace’s software helps reduce waste, increase yield, and shorten development cycles for alternative proteins.

Key Achievements

• 2021: Named one of “The 50 Most Innovative Companies in Biotech” by Fast Company
• 2022: Won the R&D 100 Award for “Best Lab Automation Software”
• 2023: Announced partnership with the UK’s National Institute for Health and Care Research (NIHR) to automate clinical trial sample processing
• 2024: Antha platform processed over 10 million experimental runs globally

Global Service Access — How Synthace Supports Researchers Everywhere

Synthace’s cloud-native platform ensures that researchers in any time zone, country, or lab size can access support and software with equal reliability.

Unlike legacy lab software that requires on-premise servers and local IT teams, Antha runs entirely in the cloud. This means:

• No need for expensive hardware or maintenance
• Automatic updates without downtime
• Real-time collaboration across continents
• End-to-end encryption and compliance with local data laws

Support is available in multiple languages, including English, German, Japanese, and Chinese (via translation services). Synthace also offers multilingual video tutorials and translated documentation for key markets.

For labs in regions with limited internet bandwidth, Synthace provides offline mode capabilities. Protocols can be downloaded and executed locally, then synced back to the cloud when connectivity is restored.

Emergency support is available 24/7 for critical issues — such as failed high-value experiments or regulatory audit deadlines. Customers can escalate tickets via the portal, and a senior scientist will respond within 2 hours, regardless of time zone.

FAQs — Answering Common Misconceptions

Q1: Is there a toll-free number for Synthace in the U.S.?

A: Synthace does not operate a toll-free number. The only U.S. contact is +1 (617) 500-8270. Any number starting with 1-800, 1-888, or 1-877 claiming to be Synthace is fraudulent.

Q2: Why do I see “Synthace Austin” on Google Ads?

A: These are paid advertisements by unaffiliated IT service providers or lead generators. They are not endorsed by Synthace. Always verify contact details on https://synthace.com/contact.

Q3: Can I call Synthace from outside the U.S. or U.K.?

A: Yes. You can call the London number (+44 20 3865 9900) from anywhere in the world. International calling rates apply. Alternatively, use email or the online portal.

Q4: Does Synthace offer 24/7 phone support?

A: No. Standard support is available during business hours. Emergency support is available for critical issues, but only via ticket escalation — not a 24/7 phone line.

Q5: I received an email from “Synthace Support” asking for my password. Is this real?

A: Absolutely not. Synthace will never ask for your password via email or phone. If you receive such a message, forward it to security@synthace.com immediately.

Q6: How do I report a fake “Synthace Austin” website?

A: Send the URL to fraud@synthace.com. Synthace works with domain registrars and law enforcement to shut down fraudulent sites.

Q7: Is Antha compatible with robots from other manufacturers?

A: Yes. Antha integrates with over 50 robotic platforms, including Tecan, Hamilton, Opentrons, Agilent, and more. No proprietary hardware is required.

Q8: Can students or academic labs get discounted access?

A: Yes. Synthace offers free and reduced-rate licenses for academic and nonprofit research. Apply at https://synthace.com/academia.

Q9: What if I lose my Antha login?

A: Use the “Forgot Password” link on the login page. If you cannot access your email, contact support@synthace.com with your organization name and registered email address.

Q10: Is Synthace’s software FDA-approved?

A: Synthace Antha is not a medical device, but it is used in regulated environments under 21 CFR Part 11 compliance. The platform includes audit trails, electronic signatures, and data integrity controls required for GxP environments.

Conclusion — Protect Yourself, Use Only Official Channels

The myth of “Synthace Austin: Lab Automation Software” is not just misleading — it’s dangerous. Fraudulent websites and fake support numbers are actively targeting researchers, academic labs, and biotech companies trying to automate their workflows. These scams can lead to data theft, financial loss, and compromised experimental integrity.

Synthace is a trusted global leader in lab automation software — not because of flashy ads or fake phone numbers, but because of its scientific rigor, customer-centric support, and proven impact across the life sciences industry.

Always verify contact details on the official Synthace website: https://synthace.com. Use only the support email (support@synthace.com) and verified phone numbers listed in this guide. Never trust unsolicited calls, emails, or websites that use city names like “Austin,” “Boston,” or “Texas” to imply regional authority.

If you’re unsure whether a contact is legitimate, forward the information to Synthace’s security team at security@synthace.com. Your vigilance helps protect the entire research community.

By choosing official channels, you’re not just getting support — you’re ensuring the safety, reproducibility, and integrity of your science. Synthace’s mission is to accelerate discovery. Don’t let fraud slow you down.