Case sent from TRIOS doesn't appear on Invisalign site

If a TRIOS case does not appear on the Invisalign Doctor's site up to 40 minutes after being sent, make sure that: 

1. Your Communicate account is integrated with Invisalign.
2. The case order form Invisalign is selected as a receiver.
3. The case is set as "Scan Only" in the order form. If the case has any indications (e.g. crowns, bridges, clear aligners, etc.) selected, the case will not be processed correctly and consequently, will not arrive to Invisalign.
4. The case is present on the 3Shape Communicate portal. If it is not, then it wasn't successfully sent from TRIOS. Go back to the software and try to send it again.
5. All the required steps to access scans in Invisalign Doctor's Site have been taken (the prescription form is filled out, patient is created).
6. If you have recently changed your Invisalign username or password it is necessary to re-establish the integration on 3Shape Communicate. Check if Invisalign is showing in the connections and if it is, then remove it and proceed with re-integrating the accounts.

If the above steps didn't help to identify the issue, create a new case and try to send it.

If the case still doesn't appear at Invisalign Doctor's site, contact support@3shape.com with the case ID  that can be found in the case details on 3Shape Communicate.

Contact 3Shape Support if you have further questions.

For full information on correct usage please consult the official Safety and Setup Guide and the most current Manual.