Skip to main content

Submit a case

Who this is for: Dentists with a completed profile and (if your plan requires it) a payment method on file.

Time required: ~3 minutes

Before you start​

  • Your account must be activated — complete the onboarding checklist on the dashboard.
  • Have your patient name, tooth selection, and any case files ready (impression scans, photos, x-rays as JPEG/PNG/PDF/STL).
  • Confirm you have patient consent to share PHI with the lab. You'll be asked to attest to this before upload.

Steps​

1. Open the new-case form​

From the dashboard or the Cases page, click Submit a case (top right).

Submit case button

2. Enter patient information​

Fill in First name and Last name. Patient name is the only personally identifiable info we store — keep date of birth out unless you explicitly need it.

3. Pick the order type​

Choose from:

  • Crown / Bridge / Implant — fixed restoration
  • Denture — partial or full
  • Aligner / Orthodontic — clear aligner therapy
  • Other — describe in the notes field

4. Select teeth​

Click each tooth in the FDI/Universal chart to add it to the case. For each selected tooth, choose:

  • Catalog item (e.g. "Zirconia Crown — Anterior")
  • Shade (Vita classical scale or your preferred system)
  • Any per-tooth notes

Tooth chart

5. Add files​

Click Upload files. Accepted formats: JPEG, PNG, PDF, STL, PLY. Max 50MB per file.

Important: JPEG files have EXIF metadata (which can include location and camera info) stripped automatically on upload for HIPAA safety.

Check the box that reads:

"I confirm the patient has not been identified by name in any uploaded file, or I have obtained patient consent to share this file."

This is a hard requirement — the Submit button stays disabled until checked.

7. Review and submit​

The right side panel shows:

  • Total tooth count
  • Estimated cost (based on your price list)
  • Selected catalog items
  • Files attached

When everything looks right, click Submit case.

What happens next​

  • The case is created with status received.
  • The lab is notified (typically within 60 seconds).
  • You'll receive an email confirmation. SMS confirmation if you opted in.
  • The case appears on the Cases page; click it to view full details, comments, status timeline, and file list.
  • If your billing policy is prepay, a Stripe authorization hold is placed on your default card. The hold becomes a charge when we ship the case.

→ Track a case

Troubleshooting​

  • "Payment method required" blocker — you're on prepay/autopay billing and have no card. → Add a payment method
  • "Complete your profile" blocker — the license number or licensing state field is empty. Go to Profile.
  • File upload fails — check file size (50MB max) and format. If under 50MB and still failing, try a different browser or contact support.
  • The Submit button is greyed out — most common cause: patient consent checkbox unchecked. Other causes: no teeth selected, or a required field empty.

See also​