SureSmile Customer Service Phone Number — Expert Guide

Executive summary

Finding and using the correct SureSmile customer service phone number requires precision: the brand operates through manufacturer channels, regional distribution partners, and clinical portals. This guide explains where to locate the official phone number, what information to have before you call, how to escalate technical and clinical issues, and alternative contact channels (email, portal, local reps). It is written from the perspective of a practice manager who has handled dozens of SureSmile cases and vendor interactions.

Important: company phone numbers and office locations change frequently. For the most current primary contact information always verify the number on the official websites: https://suresmile.com and https://www.dentsplysirona.com. This document focuses on practical, actionable steps to use that phone number efficiently and to resolve issues in one call whenever possible.

Where to find the official SureSmile customer service phone number

The authoritative source for the current customer service phone number is the brand’s contact or support page. SureSmile customer support and order-entry support are typically routed through the manufacturer’s web portal rather than a single public call center number. Visit the main site (https://suresmile.com) and click “Contact,” “Support,” or “For Clinicians” to see the region-specific telephone numbers and hours. If you are a Dentsply Sirona customer, the corporate support pages at https://www.dentsplysirona.com will also list phone and region routing for orthodontic solutions.

If you need an immediate example of the format to expect, U.S. numbers will be in the +1 NPA-NXX-XXXX form (example format: +1-800-555-0123); international numbers use country codes (e.g., +44 for the UK, +61 for Australia). The site typically lists toll-free lines for clinicians in the U.S. and direct local numbers for other countries. If a phone number is not visible, use the “Request a Call” or “Submit a Case” portal link to obtain a direct dial-back from a representative within business hours.

What to prepare before you call

Preparing precise case data before calling reduces hold time and speeds resolution. Have the following information in front of you when you place the call: patient name, patient date of birth (DOB), practice name and NPI (if U.S.), case number or job ID (commonly printed on the SureSmile prescription or laboratory packing slip), date the case was submitted, and a clear description of the issue (e.g., “archwire mismatch,” “scan upload failed,” “therapy delay”).

Also have technical details if your issue is digital: software version for your intraoral scanner or SureSmile Design/Case submission software, screenshot or error code text, and network details (firewall, proxy). If you need replacement parts or reprints, be ready with shipping address, contact name, and preferred carrier (FedEx/UPS/DHL). This allows the rep to generate an RMA or expedited replacement during the call.

Checklist (use before calling)

• Practice name, address, phone, and NPI or tax ID
• Patient name and DOB, case/job ID from SureSmile documentation
• Detailed description of the problem, screenshots or photos ready
• Software version, scanner model, and date/time of any failure
• Billing or warranty documents if requesting credit or replacement

Typical customer service process, response times, and escalation

When you call, the first-level agent will confirm identity, replicate the issue to the extent possible, and either resolve or create a service ticket. Typical outcomes are: immediate resolution, same-day ticket with follow-up within 4–8 business hours, or escalation to clinical engineering or manufacturing which may take 24–72 hours. For time-sensitive clinical deliveries (urgent reprints, lost shipments), request escalation and a target resolution time in writing.

If a vocal escalation is necessary, ask for a supervisor or escalate to the regional manager. Keep the ticket ID and the representative’s name (and time/date) — this is essential when tracking Service Level Agreement (SLA) commitments. For warranty disputes (e.g., material defects on aligners or wires) have the original invoice and photos; many vendors require a return authorization before issuing credits or replacement parts.

Alternative contact channels and international support

If phone contact is slow, use the online clinician portal or support email address available on the official site. Secure portals often allow case upload, screenshot attachment, and a faster documented response than voicemail. Many practices report better tracking and faster turnaround when they open a support request through the portal and then call to reference the ticket ID.

International offices and distributors handle local logistics, pricing, and regulatory questions. To reach them, use the region selector on the SureSmile or Dentsply Sirona site — this provides direct local numbers, office addresses, and often local business hours. If you are unsure which number to call, request a callback from North American support and ask to be routed to the correct regional partner.

Actionable tips for a single-call resolution

• Start the call with: practice name, case ID, and specific desired outcome (refund, replacement, technical guidance).
• Ask for the agent’s name and ticket ID immediately; confirm the expected response time and escalation path.
• If the issue involves shipping, request a tracking number and carrier; for parts ask for an RMA number and expedited shipping options with cost estimates.

Final note: because telephone numbers and office hours change, always verify the published phone number on the official domains listed above before calling. Document every interaction to speed any escalation and ensure accountability. This practical preparation usually turns a 20–30 minute support call into a complete resolution or a clear, actionable next step.