Doctor Portal - FAQs

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Access and Login Questions

How do I access the ClearCorrect Doctor Portal?

You'll need to register as a ClearCorrect Provider first. After that, you can access the Doctor Portal via:

I tried to login, but it wouldn’t let me in and now my account is locked, what do I do?

After 3 failed login attempts, your account will be locked for 20 minutes. Wait and try again. If that doesn’t work:

  • Check that you’re using the correct username
  • Reset your password from the sign-in page
  • Or contact Customer Care
How do I reset my password?

Click Forgot Password on the sign-in page.

  • Passwords must be 8–16 characters and are case-sensitive
  • Once you reset it, the email link will only work once
  • Need help? Contact Customer Care
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 Customer Care for assistance.

Does the Doctor Portal work in all internet browsers?

For the best experience, we recommend utilizing Google Chrome, Microsoft Edge, and Apple Safari.

Why does my case list look different, and do filters sync with the mobile app?

If multiple users access the same account, saved filters or sorting may change. Align with your team on a shared view.

Filters applied in the desktop portal don’t sync with the mobile Sync App—and vice versa.


Profile and Settings Questions

How do I change my email address on file?
  • eShop users: Go to Account Dashboard > My Profile Details, click the pencil icon.
  • Non-eShop users: In the Doctor Portal, go to My Account > Email Notifications.
  • Need help? Contact Customer Care.
How do I change the language in the Doctor Portal?

Go to My Account > Language Preferences and choose your preferred language.

When should I update my preferences?

Preferences are updated on a frequent basis with the aim to continue to improve our system based on clinical experience like yours. We recommend reviewing and/or updating yours with the launch of each new version of Doctor Portal, or every 6 to 12 months.  To review or update your preferences go to My Account > Treatment Preferences > Make your selections > click Save.


General Doctor Portal Questions

What does it mean when the Case Type says “Recommend”?

This means the case hasn’t been approved yet. Once approved, the Case Type will update to the selected treatment plan (e.g., Two, Unlimited).

How should I use Quick Filters?

Quick Filters show how many cases are in key statuses. Click any filter to apply. Recommended to check every time you log in.

How can I use the colored labels in the case list?

Use the colored circle next to each case to tag and group them.

  • Rename categories as needed.
  • Filter by label using the dropdown at the top of the case list.
How do I save my progress in the Doctor Portal?
  • During case submission: Click Next to save each page.
  • For revisions: Use Save as Draft to preserve your work.
How can I always see the most recent setups first in my case list?

Sort the ClearPilot column in the Manage Orders page by clicking its header. With the custom case view feature, your sorting will be saved even after logout.

What is the Practice Insights section?

The Practice Insights section offers analytical metrics including case submissions, approvals, and revisions.

Why can't I select from all of the options under the Case Actions menu?

Unavailable actions are shown in gray. Available options are in black and highlighted in teal when you hover.

What should I do if I encounter an issue when using the Doctor Portal?

Report technical issues to Customer Care.

How does the Case Status Tracker work?

Shows: In Production, In Transit, or Delivered. For Mixed Dentition: one tracker per case, even when all phases are shipped at once. Disappears 30 days after delivery.

Can I submit new records after submitting or finishing a case?

No. You can only edit the primary photo. To track results, upload before/after images to the ClearCorrect Case Gallery.

Can I work with a 3rd party Treatment Planning Service team (TPS) in the Doctor Portal?

Yes. Add TPS during case submission or via Case Actions menu. Share the case through Collaborator Suite. You remain responsible for follow-up.


Shipping & Order Management

How is the estimated delivery date calculated and displayed?

The estimated delivery shows a range of ±2 business days from the target shipping date. If a case has multiple phases that ship together, the tracking information and delivery timeframe are shown once and it applies to aligners, retainers, or replacements once they're in production. Once we receive the tracking number, it will show the date expected to be delivered by the carrier.

Can I change or upgrade my case while in treatment (after approval)?

To upgrade a case (e.g., ONE → TWO), use Case Details > Upgrade. Fees apply.

How do revisions, retainers, and expiry dates work?

Your case shows how many revisions/retainers remain.

If you run out:

  • Buy more at FLEX prices
  • Upgrade the case (if still active)
    Expiry depends on plan (e.g., ONE = 12 months from first shipment):
    • Bold = <6 months left
    • Red = <3 months left

After expiry, upgrades are no longer available.

Why can I no longer see multiple fields for estimated delivery and tracking?

Info is consolidated when multiple phases are shipped together. Same timeframe and tracking shown for all.

Can I change the shipping address on a label?

No. Once created, it can’t be edited. Go to Case Details > PVS Impressions > Select shipping > Create a new label.


Replacement & Quality Issues

Can I use the online replacement aligner order form to submit quality complaint?

No. The online form is only for lost aligners or damaged by the patient. Contact Customer Care for product issues

How do online replacement orders work?
  • Orders are processed with rush priority
  • Delivery depends on your local carrier and fulfillment center
  • Engager templates are included if part of an active step
  • Limits:
    • UNLIMITED: Max 1 order every 45 days .
    • All plans: Max 8 steps per arch per order. 
  • Charges:
    • UNLIMITED: No charge
    • FLEX, MINI, ONE, TWO, THREE: Charged per aligner (engager templates included at no extra cost)
Can I request a replacement and a revision at the same time?

No. Wait until the replacement has shipped to submit a revision.


Billing & Account Management

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

To change your shipping/billing or practice address, please contact Customer Care.

Where can I find invoices?
  • eShop: Billing & Payment > Self-Service
  • Non-eShop: Contact local distributor
Where can I update my payment/credit card information?

Doctor Portal: My Account > Payment Methods

Straumann eShop: Account Dashboard > Credit Cards

Some options may vary by region.
How do I find/apply my coupons/credits to my purchases?

They appear as a dropdown when approving setups or ordering retainers.

Do you have a guideline for selecting the right price option?

Treatment setup shows planned steps and cost for each option when making a selection.


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