Find the message you saw on screen. If it is not listed, send it to us word for word with the case number, because the exact wording tells us where in the chain it came from.
Fix a case that will not upload
One message covers most of the reasons an upload can be turned away: a dropped connection, a file that grew past the limit after conversion, a conversion that could not finish, or an account whose email address has not been verified yet.
Try once more, because a dropped connection is the most common cause. Check that your email address is verified if you have never uploaded before. If it fails again, re-export the arch from the scanner rather than re-sending the same file. If it still fails, send us the case number.
The file is not one of the sources we accept. Dragging a whole scanner project folder, an archive, or the prescription document produces this.
Upload the mesh itself, STL, OBJ, PLY, or an exocad source package in DCM or HPS, one file per arch.
Full-arch scans exported at maximum resolution regularly pass the limit.
Lower the export resolution in the scanner and export again. Do not trim anatomy to get under the limit; that costs you alignment quality.
The file was renamed by hand, or the export stopped part way through, so the bytes inside are not the format the extension promises.
Export the arch again and pick the new file. Renaming a file does not change what is inside it.
A bite needs two different scans. This is a warning when the two arches merely look alike, and a refusal when they are literally the same file.
Check the slots and use Swap arches if they are the wrong way round. If the two really are different arches, carry on; the warning does not block the case.
One slot holds a scanner package and the other a plain mesh, so the pair cannot be processed as one set.
Replace one source so the pair matches, then attach it again.
The exocad package carries manufacturer protection, so nothing outside exocad can read the geometry out of it.
Export an unlocked package, or a plain mesh, and upload that instead.
Your DCM or HPS sources arrived, but converting them to a mesh failed or timed out on our side. The message names which: not configured, could not be decoded, not recognised, could not be stored, unreachable, took too long, or returned incomplete data.
The uploaded sources are saved, so retry the conversion rather than uploading again. Re-export from the scanner if the message says the package could not be decoded or recognised, and send us the case number if a retry keeps failing.
We have paused intake, usually for maintenance. Nothing is wrong with your file.
Check the status page, where the reason and the expected return are posted.
More cases are waiting than the queue holds, so a new one is refused rather than silently dropped.
Wait a few minutes and start it again. Nothing you attached is lost, and no credit was spent.
Read what happened while a case ran
The run finished but did not reach a standard we would put our name to, usually because of scan noise, missing posterior teeth, or an over-trimmed arch. Your credit is returned in full.
Open the case and use Adjust and rerun: place the arches roughly into bite by hand, exclude obvious scan noise, then start the corrected run. A plain retry is not offered for this one, because the same inputs give the same answer. If it keeps failing, send us the case number.
Our side, not your scan: the engine was restarting or under load.
Nothing to fix. The credit is returned and the case is queued for a free retry.
The failure did not match any pattern we recognise, so we stopped rather than guess.
Your credit is returned and your files are untouched. Run it again, and send us the case number if it repeats.
Somebody stopped the run, or you cancelled it from the case. Nothing partial is kept.
Start it again when you are ready. The credit is returned if it had already been spent, and your scans are exactly as you uploaded them.
The run needs one credit and the balance is empty, so nothing was started and nothing was charged.
Top up, then start the case from where you left off. Your staged files stay as they are.
The same failure can be worded differently depending on where you read it: the case sheet gives the detailed reason, while a dashboard row or a status line may show this shorter sentence.
Open the case itself for the specific reason and the action it offers. If the case sheet gives nothing more, send us the case number.
The pair is too heavy to process at the resolution it was exported at.
Re-export both arches at a lower resolution, without trimming anatomy, and run the case again.
A dashboard banner about the state of our processing node, not about your case.
Keep working. Cases submitted now are accepted and start automatically once the engine is back.
Recover a view or a download that failed
The secure links to your scan files are deliberately short-lived, because the link itself is the only thing protecting the file. A case left open in a tab goes stale within a minute or two.
Reload the page. That issues fresh links and the scan appears.
The same expiry, or a large archive interrupted on a slow connection.
Reload the case and start the download again. If the archive keeps failing, download each arch on its own instead.
Clear a block in the Split Bar workbench
The engine could not produce two clean separate solids. Usually the bar is touching the outer shell, or the finished body is not watertight.
Nothing is lost, your edits are still open. Widen the field gap slightly and build again. If it repeats on the same case, send us the case number.
The workbench could not fetch the scan or could not start its computing engine. On a locked-down clinic PC the engine itself is often blocked.
Reload once. If it happens every time on one machine and never on another, that machine's browser is too old or is blocking the engine; check the system requirements.
The outline you drew does not finish where it started, so there is no inside and outside to cut between.
Carry on drawing until the line meets its own start point.
The uploaded arch measures outside the 30 to 90 mm span a real jaw occupies, which means it was exported in the wrong units.
Re-export in millimetres. An export in inches or microns will not design correctly even if it looks right on screen.
A save point refers to stored geometry that is no longer in this browser, so an exact restore is impossible.
Restore what is available if that is useful, or pick a different save point. Reopen the case in the browser where you did the work if it holds the missing pieces.
Get back into an account
Either the address or the password is wrong, and we deliberately do not say which so nobody can use the form to find out who has an account. It also appears after five failed attempts on the same address, when sign-in is paused for up to 15 minutes.
If you are sure the password is right, wait rather than trying again, because more attempts extend the pause. Otherwise reset your password, and use the Google button if that is how you normally sign in.
The account is blocked, so the password is not the problem.
Contact us and we will tell you why, and what it takes to lift it.
The second-factor code was wrong, or it had already expired. App codes refresh every 30 seconds and the code either side is still accepted; emailed codes last 10 minutes. A wrong code and an expired one read the same, on purpose.
Wait for the next code rather than retyping the same one, or use a recovery code, which works once. If you have lost the device, contact us from the account's email address and we will reset the factor.
Verification links last 24 hours and work once, so an old email or a second click produces this.
Ask for a new verification email, then open the newest one. You can request up to three in an hour. A password reset link is shorter lived at one hour, and the same rule applies.