New Portal Questions

• Why are there two different doctor portal links? Which portal should I use?
• I already have an existing provider account; do I need to re-register on the new portal?
• Why am I being asked to update my password on the new doctor portal?
• Can I use my existing username and password for the new portal?
• Will I be able to see my existing patients and cases in the new portal?
• Can I still use the old portal?
• If I approve a case in the old portal, will I have to re-approve it in the new portal?
• Can I switch back to the old portal after trying out the new portal?
• What should I do if I encounter an issue when using the new portal?
• Does the new portal work in all internet browsers?
• What are the improvements in the new doctor portal?
• How do I change the language in the new doctor portal?
• What is the difference between "submit a case" and "add an order"?
• How do I save my progress in the new doctor portal?

General Portal Questions

• How do I re-set my password?
• I forgot my username, what do I do?
• How do I change my email address on file?
• Where can I change my shipping/billing/practice address?
• How do I change the address on a shipping label I already created?
• My transaction failed, what do I do?
• Where can I find all my invoices?
• Where can I change my payment/credit card information?
• How do I find/apply my coupons/credits to my purchases?

New Portal Questions

Why are there two different doctor portal links? Which portal should I use?

We are excited to announce the launch of our new and improved ClearCorrect doctor portal! You can opt into using the new doctor portal at any time starting on Wednesday, December 18, 2019.

There will be an initial transition period where both the old and new doctor portals will be available for use. Both URL’s will be active and working during this transition period. We will place a notification in both portals to notify customers of the official date the old portal will be deactivated.

https://beta.dr.clearcorrect.com/ is the URL for the new doctor portal. It is fully operational and can be used to create new orders on all existing user accounts.

https://dr.clearcorrect.com/ is the URL for the old portal. The old portal will continue to be available during the transition period without any changes. 

I already have an existing provider account; do I need to re-register on the new portal?

No, all existing user accounts are available in the new portal. If you previously had an account on the old portal, your account will be available in the new doctor portal.

Why am I being asked to update my password on the new doctor portal?

The protection and security of your data is of utmost importance to ClearCorrect. The new doctor portal includes updated security features for our providers. If your existing password does not currently meet the new password security requirements, you will be prompted to update your password when you first log in to the new doctor portal.

The new password requirements are:

• 8-16 characters
• One uppercase character
• One lowercase character
• One number
• One special character
• These characters are not allowed: / \ _

Once the password is updated, it will be changed for both the old portal and the new doctor portal.

Can I use my existing username and password for the new portal?

Yes, you will be able to log in to the new doctor portal with your existing username. If your password already meets the new requirements listed above, you can continue using the same password. The new doctor portal will automatically prompt you to update your password if it does not meet the new security requirements.

Will I be able to see my existing patients and cases in the new portal?

Yes, all patient data associated with your provider account will be accessible in the new portal.

Can I still use the old portal?

Yes, the old portal will still be available during the initial transition period. We will place a notification in both portals to notify customers of the official date the old portal will be deactivated.

If I approve a case in the old portal, will I have to re-approve it in the new portal?

No. Once the provider submits, approves, or disapproves a case, these actions will register on both portals.

Important note: While in the middle of a case submission in the old doctor portal, click Save for later to ensure your progress is recorded. In the new doctor portal, clicking the "Next" button will automatically save the progress you have made on the new case submission.

Can I switch back to the old portal after trying out the new portal?

Yes, the old portal will be live and active during the initial transition period.

What should I do if I encounter an issue when using the new portal?

Any technical issues with the new portal should be reported to the ClearCorrect Provider Services team.

A couple of quick troubleshooting tips we recommend are:

• Try using Google Chrome or Mozilla Firefox browsers.
• Click on the Take me to the old portal button at the top of the screen to see if the desired action can be accomplished in the green doctor portal.

Does the new portal work in all internet browsers?

For the best experience, we recommend utilizing Google Chrome or Mozilla Firefox.

The new doctor portal is optimized to work in the most recent versions of the following browsers:

• Chrome
• Firefox
• Edge
• Safari

What are the improvements in the new doctor portal?

We are excited to introduce many new features in the new doctor portal experience! The improvements in our new user interface include:

• A streamlined case submission workflow that is more intuitive and user-friendly.
• We value your time and have reduced the number of sections to click through from 10 to 5 pages.
• The fields will still collect the same data as our former portal but we have updated several sections for a modernized and intuitive overall experience.
• New and improved workflow for ordering a retainer.
• New retainer orders can be managed from one page for both new and existing patients. The ClearCorrect Help Center contains a step-by-step guide on how to order a retainer.
• The new doctor portal now offers thirteen language options.
  • English
  • German
  • French
  • Danish
  • Spanish
  • Finnish
  • Italian
  • Japanese
  • Dutch
  • Norwegian
  • Portuguese (European)
  • Portuguese (Brazilian)
  • Swedish
• We have upgraded our security settings.
• A list of your patients’ cases can now be downloaded and exported to a .XLS and .XLSX file for your added convenience.
• We have a new feature that allows you to select a Primary Photo. When submitting a case, after uploading the patient’s photos, click on the photo you would like to select as the Primary. A pop-up will appear with the desired photo. Click Set as primary to complete the action.

How do I change the language in the new doctor portal?

To change the language from the default English, update the selection within the “My Account” page under the language preferences section. Below is a list of the language options we currently offer:

• English
• German
• French
• Danish
• Spanish
• Finnish
• Italian
• Japanese
• Dutch
• Norwegian
• Portuguese (European)
• Portuguese (Brazilian)
• Swedish

What is the difference between "submit a case" and "add an order"?

You may have noticed we have changed the verbiage from submit a case to add an order. We are proud to be a Straumann Group company and have exciting plans to grow and expand our portfolio. At this time, adding an order is an identical workflow to submitting a case. We are still collecting the same information and the functionality has not changed.

How do I save my progress in the new doctor portal?

Clicking the "Next" button will automatically save your progress when submitting a new case. This is important to remember on page 1 of the case submission process as the progress will not be saved if you click out of the page prior to clicking "Next".

General Portal Questions

How do I reset my password?

Your password can be reset from the Doctor's Portal login page. Passwords are case sensitive and must be 8-16 characters long. Once you follow the instructions to reset your password, you will be prompted to login using your new password and any reset link emailed to you will not work again.

If you have trouble with this process, you can call, email or chat with Provider Services for assistance. 

I forgot my username, what do I do?

You can use your primary email address as your username. If you need assistance, you can call, email or chat with Provider Services for assistance. 

How do I change my email address on file?

In the header, there is a dropdown option by your name. Click on "My Account," and you can add or edit your email addresses by scrolling down or clicking on Email Notifications in the menu on the right hand side of the screen.

Where can I change my payment/credit card information?

Under "My Account," you can add or edit your payment or credit card information under the Payment Methods option.

Where can I change my shipping/billing/practice address?

Under "My Account," you can add or remove practices under the Practices option.

How do I change the address on a shipping label I already created?

Once an incoming shipping label is created you cannot change the address listed through the doctor's portal unless a new label is created. To create a new label, go to the case page for the patient, you will be prompted to choose scans or impressions. Choose PVS impressions as your option and select your shipping method. Then click the button “Create a shipping label”.

Once you have created a shipping label, select the “Shipping label” drop down and click on the label you want to print. A “Print” button will appear to download and print the shipping label.

When you are adding an order/case, and you have multiple practices, be sure that the practice chosen is the correct one. If you have not submitted a case in a while, or you have recently moved, you can add or remove practices in the "My Account" section under Practices.

Where can I find invoices?

All invoices can be found in the Documents section on the patient's case page, along with other documents. Click on the download icon on the far right under the Action column to download.

My transaction failed, what do I do?

First, verify that all of the credit card information you entered is correct. Next, check that the amount you're charging is not exceeding the daily limit on your card. If all the above is good to go, take a screenshot, or write down the exact error message you received and call, email or chat with Provider Services for assistance. The last option is to try an alternate card.

How do I apply coupons or credits to my purchases?

If you have any available coupons or credits, they'll be listed in a dropdown menu when you approve a treatment setup or order retainers.