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What if the portal shows "on hold" but I didn't request a hold?

If your case displays an "on hold" status in the portal but you did not request a hold, there may be one of two explanations. Holds can be either internal or external, and understanding the difference will help clarify the situation.

An internal hold means the laboratory is reviewing or processing something on our end, and the case will proceed once that review is complete. An external hold indicates that the laboratory is waiting for information or clarification from your office before we can continue.

Because the portal may not specify which type of hold is in place, we recommend calling our team to verify the nature of the hold. This will help determine whether action is needed on your part or whether the case will automatically resume production.

A quick phone call can provide clarity and ensure your case moves forward without unnecessary delays.

Contact Information

For help with your current and/or next case, contact ROE Dental Laboratory: