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Molecubes Support

UPDATE – Changes to Communication Channels

Dear Customer,

We would like to inform you that, as part of our ongoing efforts to improve CUBES support services and collaboration across Bruker, our support email address will change effective April 27, 2026.

From that date onwards, please contact us using the email address corresponding to your region:

Americas
CustomerSupport.BBIO.AMER@bruker.com

Europe, the Middle East, and Africa
CustomerSupport.BBIO.EIMEA@bruker.com

Asia
CustomerSupport.BBIO.APAC@bruker.com

We would appreciate it if you could share this information with all relevant members of your team.

To help us provide you with timely and efficient support, please remember to clearly identify your product line (Cubes), instrument (serial number), institution or organization and include all relevant information, such as your remote access solution and any supporting files.

We look forward to continuing to support you.

Kind regards,
The CUBES Team

  1. Molecubes Support
  2. Molecubes Support

Technical support

Required fields are marked with an asterisk*

Did it work before? What is the outcome that you expected? What was the actual behaviour?

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, multiple selections available,
e.g. 07/Sep/26
e.g. 05:45 PM

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