Please take the time to read through some common issues below, as many Invisalign® problems are self-managed. If you are still having problems, please call our rooms on (03) 9521 6500 or contact us via your Dental Monitoring app.
The Dental Monitoring direct-message service is only checked and answered on business days. There may be extended delays in returning your message over the holiday period or on weekends — thank you for your patience.
Most app and scan problems come down to software updates or internet connection. Tap each question below for step-by-step advice on resolving the most common issues yourself.
If you are having issues with your app or your scans via the app, there are a few steps you can take to correct the problem. Common issues may be trouble with the app allowing you to take a scan, trouble opening the app, or issues with the scan uploading.
Always ensure your app is the most updated version, and your phone is running the latest iOS software. Usually, updating the iOS and the app itself can fix many technical issues.
This is usually due to poor internet. If your scan is taking a long time to upload, or has frozen, please try re-opening the app again once you get into Wi-Fi or strong internet coverage. This may require you to close the app and try again in a few hours.
The scan will be saved in the app, and once you reopen the app it will continue uploading.
Once you have taken your scan, please allow 4–6 hours before the scan is analysed and you receive a response as to whether you can change aligners. This can sometimes be longer than 6 hours, especially if there is a system outage or an upgrade in the back end of the software.
This doesn’t happen often and we kindly ask for your patience to allow the computer to analyse your scan and the fit of your aligners. We are unable to speed up the process manually, so unfortunately messaging us won’t help on our end. Please be patient and remain in the same aligner until instructed to change.
For any technical issues over the holiday period, please reach out to Dental Monitoring customer support, who are able to help.
Our friendly team is here to help. If you have any concerns, please don’t hesitate to get in touch.