How long does a DM scan take to process?

The raw 3D images are there straight away. The AI analysis usually lands within three to six hours during Australian business hours, and the full report and patient notification at around 12 hours.

What appears when

Raw scan data is available immediately. Open the patient file and select Scans.
AI analysis and aligner tracking results take three to six hours for scans submitted in AEST business hours.
The full AI report and the patient notification take around 12 hours.

Tip: If you need an answer before the report lands, open the raw scan data in the portal rather than waiting for the analysis.

When something has gone wrong

If the AI results have not appeared after 24 hours, or the raw scan data is still missing more than two hours after the patient scanned, it needs looking at.

What to have ready

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

Practice name
Patient name
Case number
Date and time of the scan
What is missing

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.