This is a known fault in the DM platform rather than a reflection of the patient's actual scanning. Reassure the patient, then let us know so it can be raised with Dental Monitoring.

What to tell the patient

Their scans have been received and nothing has been missed. The notification is wrong. Ask them to keep scanning to their normal schedule.

What happens next

We raise the fault with Dental Monitoring in Australia and Paris, and confirm whether it is isolated to one patient or affecting several practices. If more than one of your patients is affected, say so, because that changes how quickly it gets picked up.

What to have ready

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

• Practice name
• Patient name
• Case number
• What the notification said
• Date and time it arrived
• Whether the patient did scan on time

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.