Common issues

A first-stop checklist for the questions clinics ask most. Each points to the deeper article.

"My patient didn't get their signup link"

Check the email and mobile on file are correct (the invite goes out by both SMS and email), then re-send the invitation. See the patient signup flow.

"A payment failed / a member is overdue"

SmilePass retries automatically and notifies the member. See overdue & failed payments.

"I changed a plan and existing members were affected"

Plan edits are retroactive. See editing a live plan.

"A discount or benefit isn't showing on a contract"

Check the plan's included services and discount categories — see included services & procedures. Remember the Contract Viewer reflects the plan as it is now, and a benefit with a waiting period won't be available until that many months after the start date.

"How do I refund a patient?"

You refund them from your own bank — SmilePass has no refund button and never claws money back from your account. See refunds & disputes.

"How do I stop charging a member?"

Suspend or Cancel them from the member list or member detail view.

Still stuck?

See getting help.