Retainers are included in each treatment package and there is nothing extra to select in order to receive them. Do not tick an additional retainer package at submission unless you need more than the included set, because that adds a laboratory fee the patient has already paid.
The first set is not dispatched automatically. At the end of active treatment, open the patient's case in the portal and select the complimentary retainer option. Provide current STL files and choose the thickness.
Only when you genuinely need more retainers than the number included in your package.
Where a retainer selection appears in the dropdown, select the included option. Both 0.8mm and 1.0mm thicknesses are available as included options.
Important: This is the single most common source of unexpected laboratory charges. The additional retainer package sits in the same part of the submission flow as the included option, it is easy to select out of habit, and nothing in the process flags it. Check the retainer selection before every submission.
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.