If a plan will not open in SmileStudio or ARCAD, we can reset the case at our end. These are usually resolved the same business day.

Try this first

1. Check your internet connection.
2. Refresh SmileStudio or ARCAD and try opening the case again.

If it still will not load, let us know and we will reset it.

What to have ready

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

• Practice name
• Patient name
• Case number
• The error message, or what happens when you try to open it
• Your browser or software version

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.