A case can be put on hold at any point. Tell us the case number and the reason and we will move it. It can take a few hours to show in your portal.

Restarting

When the patient is ready to go ahead, let us know and we will reactivate the case.

What to have ready

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

• Practice name
• Patient name
• Case number
• Reason for the hold
• Expected restart date if you know it

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.