As of September 18, 2026, some features and options in the 3Shape Design Service Platform have changed. Please review the information below to learn how to use these two options, along with the step-by-step instructions.
Initial Scans can be uploaded while the case is:
- Sent for Design
- On Hold
- Hold Released
Initial Scans cannot be uploaded once the case is:
- Design In Progress
- Rush Design
- Need Approval / Sent for Approval
- Ready for Download
- Redesign
- Sent to Manufacturer or At Manufacturer
Customer Support may help add new scans to the existing case when the issue is related to:
- The case cannot be opened due to a system error.
- Margin issues are identified after the case has been designed.
- There is a mismatch between the order and case instructions, and the case was designed without the Design Team confirming the correct information.
- A crown order needs to be changed to a bridge for splinted crowns.
- A crown order needs to be updated to anatomical copings when a cutback is requested.
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If you have any general questions or need assistance with a case, please reach out to our Support team. Our contact information is available at the end of this article! To help avoid delays, we recommend checking your scans and files before uploading a case to make sure they are complete and good quality. Please also provide all case details and order information correctly from the start. Once a case is entered into the design phase or designed, the existing case can no longer be used to upload multiple sets of new initial scans. |
When to Submit a New Case? A new case must be submitted when the requested changes require new clinical information or a different treatment setup, including:
- Sending a new bite.
- New initial scans.
- The restoration type changes in the order form.
- The implant kit needs to be changed as it was not selected correctly the first time.
If your case is in Sent for Design, On Hold, or Hold Released status, please follow the steps below to upload a new scan to the existing case:
1. Click on the Initial Scans folder so it is highlighted; then you will see the box to the right. Drop additional attachment files here.
2. You can drag and drop the zip file you need to add to the case to the highlighted area to upload the files.
3. Please wait on the screen while the files upload.
4. Once uploaded, you will see the file under the Initial Scans folder.
If the case is in Hold Released or Sent for Design status, our team will use the most recent file uploaded as the first one to review.
If your case is on hold, click on the Actions Tab, and then you can release the Hold.
6. The text box will populate. Please enter the information needed and any instructions necessary in the text box, and click Send to send the case back to the design team to proceed with the case.
Important: Inform the Design Team that photos have been added to the attachments section so they can review the folder and follow the provided information accordingly.
If your case is in Sent for Design, On Hold, or Hold Released status, please follow the steps below to Upload additional files to an existing case:
By additional files, we are referring to patient photos, reference photos, or any other supporting materials that may help guide our designers during the design process.
1. Place your files in a folder and do right-click, Send to, Compressed zipped folder
2. Find the case you need to upload files to and click on the order ID to open the case
3. Click on the attachments folder so it is highlighted, then you will see the box to the right
“Drop additional attachment files here.”
5. You can drag and drop the zip file you need to add to the case to the highlighted area to upload the files
6. Please wait on the screen while the files upload
7. Once uploaded, you will see the file under the attachment folder.
If you have any questions, our Customer Support team is here to help!
Email: designservices@3shape.com
Phone: +1 602-688-4133
Live Chat: Available Monday – Friday, 7:00 AM – 3:00 PM (MST)
International Support: +44 159-572-8586, Monday – Friday, 9:00 AM – 6:00 PM (CET)
We’re happy to assist you with any questions or concerns!