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What if the portal shows "on hold" but the case was already delivered?

Occasionally, you may notice a discrepancy between what the portal displays and the actual status of your case. If the portal shows "on hold" but you have already received the completed case, this is likely a display lag in the portal system rather than an issue with the case itself.

Our internal laboratory system may show the case as delivered while the portal has not yet updated to reflect the current status. If you encounter this situation, please call our laboratory to report the display issue. We will notify our technical team to correct the portal display so it accurately reflects that your case has been delivered.

Rest assured, if you have received your case, no further action is needed regarding the case itself—this is simply a matter of updating the portal for accurate record-keeping.

Contact Information

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