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Troubleshooting

The most common issues, with quick fixes.

I can't sign in​

  • Forgot password → use the Forgot password link
  • "Invalid credentials" → wrong email or password; check spelling, caps lock
  • "Account locked" → too many failed attempts. Wait 15 min and try again, or reset your password
  • "Email not verified" → check your inbox (and spam) for the verification message; request a new one from the login page

I can't submit a case​

The most common reasons, in order:

  1. Onboarding checklist incomplete — dashboard shows what's missing
  2. No payment method on file (for prepay/autopay accounts) → Add a payment method
  3. License number or licensing state missing → Profile page
  4. Patient consent checkbox unchecked → the consent box just above Submit
  5. No teeth selected → click teeth in the tooth chart

My case is on hold​

Open the case → read the comments. The lab will have explained what they need (e.g. clearer impression, missing shade, occlusal info). Reply in the comment thread; the lab gets notified.

My case status hasn't changed in days​

  • Crown / bridge cases: typically 5-10 business days from received to shipped
  • Dentures: typically 10-15 business days
  • Implants: variable; complex cases can take 3+ weeks

If you're past these and worried, leave a comment on the case. The lab is notified within minutes.

I uploaded a file but can't see it​

  • Refresh the page (browser cache)
  • Check file size (50MB max) and format (JPEG / PNG / PDF / STL / PLY)
  • If the upload showed "success" but the file isn't in the list, contact support — this is likely a bug

My card was declined​

In order of likelihood:

  1. Expired card → update at Payment methods
  2. Wrong billing ZIP
  3. Bank flagged the charge → call your bank, then retry
  4. Insufficient funds
  5. Card blocked for online / international purchases

I'm getting too many emails​

→ Notification preferences. You can turn off most channels per event. Note: case on hold emails + SMS are forced because they need your immediate attention.

I see "Something went wrong" or a blank page​

  1. Refresh
  2. Try a different browser (Safari → Chrome, or vice versa)
  3. Clear cache and cookies for portal.artisanlabusa.com
  4. If still broken, screenshot the page + console (right-click → Inspect → Console tab) and email support

I think I found a bug​

Email support@artisanlabusa.com with:

  • Your account email
  • What you were trying to do
  • What happened instead
  • Screenshot if you have one
  • Approximate time (helps us find the right logs)

We respond within 1 business day. Critical issues (can't submit cases, charges to wrong amount) — call the practice line at (XXX) XXX-XXXX.

See also​