Fixing an incorrect package selection on a submitted case

Fixing an incorrect package selection on a submitted case

We can correct the package before production begins, so tell us as soon as you spot it. If the case has already gone into production, say so immediately and we will try to halt it.

Important: The correction has to happen before production starts. Once aligners are being manufactured, changing the package is far harder and may not be possible at all.

What to have ready

Start a support request in the OneSmile Concierge chat and include:

  • Practice name
  • Patient name
  • Case number
  • The package currently selected
  • The package it should be
  • What the case status shows

Still need help

If this article did not resolve your question, your practice manager is your first point of contact for case and product support. For anything that needs a tracked outcome, start a chat with the OneSmile Concierge using the chat button on this page. Include the patient name, the case number and the current aligner number so it can be actioned without a follow-up question.