SureSmile customer service — complete professional guide for clinicians and practices

Overview of SureSmile customer service

SureSmile support is designed for two primary customers: the treating clinician (orthodontist or general dentist providing orthodontic care) and the patient. As a practice-facing service, the emphasis is on rapid case intake, accurate digital treatment planning, and predictable manufacturing of aligners and robotic archwires. Practical customer service covers three pillars: clinical support (treatment-plan questions), technical support (file and software issues), and logistics/billing (orders, shipping, returns).

Expectations for responsiveness and accountability should be set at intake: verify the practice portal login, confirm the lab/order number on every submission, and ask for an estimated completion date. Many practices that achieve reliable outcomes document a standard internal protocol for communications (who calls, who emails, who escalates), and they require their vendors to provide written case confirmations within 24–48 hours of submission.

Channels, hours and typical response times

Primary contact channels for SureSmile are: the clinician portal (secure web portal), email ticketing, and telephone support. The vendor web domain (https://suresmile.com) is the control point for portal access, downloads, and official announcements. Phone numbers and live-chat availability are published in the portal and on the supplier’s contact page; practices should avoid relying on unpublished phone numbers and always confirm the number in the portal to ensure HIPAA-safe routing.

Typical industry response-time targets you can reasonably expect are: acknowledgement of a new case within 24 business hours, initial treatment planning feedback within 2–5 business days for straightforward cases, and technical troubleshooting responses (software or file format) within 1–2 business days. Urgent clinical escalations — e.g., failed appliance requiring same-week fix — should be routed through the portal’s “expedite” option or the emergency contact listed in your account. If you do not receive an acknowledgement within 48 hours, escalate by opening a new ticket and referencing the original submission ID.

Case submission, file formats, manufacturing and turnaround

Most practices submit clinical cases to SureSmile via the secure clinician portal using digital impressions (STL) or IOS exports, accompanied by CBCT/DICOM when indicated for surgical or complex cases. Aligners and archwires are manufactured from clinician-approved digital setups. When submitting, include: patient initials (or internal ID), clinician license number, prescription (movements per arch, attachments, IPR), preferred shipping method and a photograph set (intraoral and extraoral). Stating the desired appliance type (aligner series, custom archwire, bracket‑level prescriptions) at intake avoids delays.

Turnaround times vary by product and geography. Typical manufacturing windows you can plan into scheduling are: aligner sets — 7 to 21 calendar days after plan approval; custom SureSmile robotic archwires — 3 to 7 business days after wire order release; complex splints or appliances — 10 to 21 days. Expedited manufacturing or air shipping is possible for an additional fee; check the portal for region-specific express options and associated surcharges. Practices should build these windows into their scheduling and conscientious patient communication to reduce frustration.

Costs for manufacturing and shipment are set in your practice account and may include per-arch or per-stage lab fees, express shipping fees, and local taxes. Because prices change by contract and region, always confirm the price-stamp shown in the portal prior to approval. Retain screenshots of price confirmations and order numbers for any billing disputes; these are the primary evidence customer service teams use to resolve charge or refund issues.

Technical support, software integrations and data security

SureSmile’s clinical software integrates with most major IOS scanners and exports standard STL/DICOM files. Technical support commonly addresses scanner compatibility, upload failures, mesh integrity (e.g., non-manifold edges or holes), and incorrect file orientation. To avoid rework, run a short preflight check: verify STL file size, ensure bite and scan segments are present, and check for duplicate or overlapping meshes before upload.

Data security and regulatory compliance matter: use the portal’s secure upload (HTTPS with TLS) and insist on Business Associate Agreement (BAA) controls if you transmit protected health information. For integration with practice management software (PMS) or imaging systems, confirm the supported API standards and ask customer support for an integration checklist — this usually includes API keys, callback URLs, and acceptable file naming conventions.

Escalation paths, warranties and common dispute resolutions

Have a written escalation matrix in your practice: Level 1 — portal ticket and in-system chat; Level 2 — assigned account manager (within 24–48 hours); Level 3 — clinical lead or regional operations manager (72 hours). For appliances that arrive defective or incorrect, document the defect with high-resolution photos, retain packaging, and preserve the appliance. Most vendors require evidence and will issue a replacement or credit when defects are confirmed. If you are inside a contract, follow its defined dispute resolution steps — often the quickest path to a replacement product.

Warranty coverage typically includes manufacturing defects and transport damage, but not errors due to incorrect digital prescriptions or poor scans. If you suspect an error originated in the digital setup, request the treatment setup files (PDF and 3D preview) before appliance release — this prevents avoidable costs. When disputing billing items, reference order numbers and upload any relevant screenshots showing the original price or shipping selection.

Practical checklists for faster resolutions

Creating a standard support packet reduces back-and-forth and shortens resolution times. Train your front-desk or lab coordinator to assemble this packet for every ticket; it should be attached to the portal upload or email so agents can act immediately.

• Essential data to include in every support ticket: practice name, clinician name and license number, patient ID (internal only), case/order number, date of submission, appliance type, concise description of the issue, and 3–5 quality photos (intraoral and packaging if damaged).
• Technical attachments to always include when relevant: original STL files, screenshots of portal errors, PDF of the clinician-approved setup, and tracking/shipper proof for logistics disputes.

• Target KPIs and SLAs to demand from your vendor: portal acknowledgement within 24 business hours, initial clinical feedback within 2–5 business days, replacement for confirmed manufacturing defects within 7 business days, and clear escalation contact information available in the account portal.
• Operational best practices: assign a single coordinator per case, keep a change log inside the patient chart for any mid-treatment order changes, and archive communications (screenshots + ticket IDs) for 12–24 months for audit and billing purposes.

Why is SureSmile cheaper than Invisalign?

Invisalign® tends to cost more simply because it includes five years of unlimited aligners. If you’re likely only to need one to two years of treatment, choosing SureSmile® can save you money.

What is the best aligner company in the world?

Best Aligner Companies Transforming Smiles Worldwide

• Clear Moves Aligners.
• Smileie.
• Smile Perfect.
• ClearCorrect.
• Candid.
• SureSmile.
• Invisalign.

What company owns SureSmile?

Dentsply
In 2018, Dentsply acquired SureSmile from Orametrix.

What is the average cost of SureSmile?

Clear Aligner Cost Comparison

Brand	Treatment Type	Price Range
AlignerCo®	At-Home	Starting at $845
ClearCorrect®	In-Office	$2,000 – $5,000+ (varies)
SureSmile®	In-Office	$3,000 – $8,000
Candid®	Hybrid (Studio + Remote)	$3,000 – $6,000

Where is SureSmile headquarters?

Richardson, TX
Where is Suresmile headquartered? Suresmile is headquartered in Richardson, TX.

How do I contact Invisalign customer service?

1. If you are an Invisalign patient please call. 1-888-822-5446 for assistance.
2. If you are an Invisalign customer please call. 1-888-822-5446 for assistance.
3. If you are an iTero or OrthoCAD customer please call. 1-800-577-8767 for assistance.