Customer Resources
Account setup, case submission, tracking, supplies, shipping, and support to help you work smoothly with ROE.
Account Management
Case Submission
Case Tracking
Support & Communication
Shipping & Deliveries
Design & Production
- Can I request the technician text me instead of call?
- How do I request a tech consult for any of my on-hold cases?
- What does "technical specialist evaluation" hold mean?
- What if the technician I need is in a meeting when I call?
- What if my case is on hold because "doctor wanted call"?
- What if I expected a technician callback but didn't get one?
- What if the lab left conflicting messages about a case?
- What if I have an invoice dispute on charges?
- How do I confirm my virtual planning meeting time?
- How can I look up the shade from an old case?
- What if I lost the email link for my virtual meeting?
- How do I schedule a virtual meeting with a ROE technician?
- What does "Shipped" status mean?
- What does "Live" status mean?
- What does "Final QC" status mean?
- What are ROE's standard lab turnaround times?
Troubleshooting & Issue Resolution
- What about old lab boxes? Should we return them?
- What if the doctor needs to double-check before finalizing the shade?
- What if a case shows "old" or "waiting approval" status?
- What if an occlusal guard remake sent through an old scan was missed?
- What if the patient hasn't scheduled or put down a deposit?
- What if the patient is leaving town for an extended time?
- How do I cancel a case that was sent via scanner?
- Can I modify a case already in quality control?
- What if I forgot to include something on the RX after the scan was sent?
- What if I need to retake an impression for a remake?
- What if a digital scan was sent but a physical case is also needed?
- What if I'm sending both a digital scan AND physical models for a remake?
- What if a retainer didn't fit and needs to be redone?
- What if the physical case is missing?
- What if a case was returned not worked on?
- What if a case shows delivered but wasn't received?
- How do I return a surgical guide for a redo?
- What if I sent a case without the patient's name?
- What if a case arrived at the lab with no patient name?
- What if a cancelled case still shows as open?
- What if my case was sent to the wrong lab?
- What if I have a complaint about a case not arriving on time?
- What if the wrong item was delivered (upper vs. lower)?
- What if I need both expedited shipping AND expedited lab time?
- What if the patient needs other treatment before the lab case proceeds?
- What if the patient fractured another tooth and the bridge needs to be extended?
- What if I need to put a case on hold pending doctor approval?
- What if the lab asks "wax try-in or straight to finish"?
- What if I sent a scan labeled as maxillary but it should be mandibular?
- What if a new doctor is taking over a case from a previous doctor?
- What if I returned a loaned implant driver but it's not reflected on my account?
- What if a lab email was sent to the wrong doctor?
- What if the patient changed from an Essex retainer to a partial after submission?
- What if I accidentally sent a case to ROE that should go elsewhere?
- What if a patient case was tied to the wrong account or location?
- What if the portal shows "on hold" but I didn't request a hold?
- What if the portal shows "on hold" but the case was already delivered?
- What if the wrong patient name was entered on a case?
- What if I need to change the doctor on a case I just submitted?
- What if there's confusion about which doctor a case belongs to?
Lab Supplies & Materials
- Does ROE discuss warranty with patients?
- Where can I find ROE's product warranty information?
- How do I cancel overnight shipping if my patient rescheduled?
- How do I request an overnight shipping label?
- How many shipping labels can I request?
- Can I request that supplies be brought with the driver?
- How do I order lab supplies?
- Can we expedite online supply orders?
Patient Services
- How do I hold a case until the patient comes in for a shade?
- What if the shade is still wrong after a shade appointment?
- How much does a shade-at-lab appointment cost?
- How does a shade-at-lab appointment work?
- Can I schedule a custom shade stain appointment before the case is sent?
- Can patients schedule their own CT scans?
- Can doctors drop off cases after 5 PM?
- Can a duplicate denture be made from an existing denture?
- Can a patient drop off a flipper for tooth addition and pick up?
- Can patients drop off dentures for scanning/duplication?
Case Delivery
Billing & Invoicing
- What is my customer ID for the online payment portal (FTNI) registration?
- Why aren't my invoices showing in the FTNI portal?
- Can I get an invoice for insurance or military documentation purposes?
- What is the format for invoice numbers?
- How do I update my auto-pay credit card if my card was compromised?
- How do I send a case back for credit (not a remake)?
- I have a credit on my statement—can I get a check refund?
- How do I get a receipt after paying for parts or components?
- Can I request invoices from past cases?
- How do I get monthly statements for reporting to a practice group?
- How do I arrange a payment plan for large invoices?
- Can I pay my balance without including certain invoices?
- How do I get a W9 form from the lab?
- How do I return a restoration for credit?
- What if I received duplicate cases by mistake?
- How do I confirm my auto-pay went through?
- How can I avoid the 2.9% credit card convenience fee?
- What is the credit card convenience fee?
- Can I pay using my bank account (ACH) on file?
- Can I get an invoice total over the phone?
- How do I pay for a specific invoice?
Online Case Submission Portal
- What is the best practice for uploading files to held cases?
- What happens if I don't notify the lab after uploading?
- I uploaded files to an existing case - will the lab see them?
- Can I access the online case submission portal from multiple computers?
- What can I do through the online case submission portal?
- What if my online account exists but the username was never set up?
- What if I don't know my online portal username or password?
- What if I never received my online portal registration email after onboarding?
- What if I need to change the email on my online portal account?
- What if I can't access the online portal to send files?
- What if my online portal account is locked?
- How do I update the email address for the ROE online portal access?
- Can the lab look up my online portal username?
- What is my online portal username format?
- What do I do if I forgot my username or password?
- I can't log into the ROE online case submission portal—what should I do?
Same Day Services
Shade Matching & Specifications
- Can I request gum tissue shade adjustments?
- What are bleach shades and how do I specify them?
- How do I specify different shades for different teeth?
- How do I specify both gum and tooth shade when returning a call?
- Can the lab look up shade from an old case?
- What if no shade was taken - can the lab match to adjacent teeth?
- How do I provide stump shade to take a case off hold?
- What if the lab calls for shade information?
- What is a stump shade and why is it needed?
- What shade format should I use?