What happens if my MouthX intraoral scan is rejected or needs to be repeated?
If your intraoral scan cannot be used, Aurax will contact you by email and explain the next steps. Depending on the reason, you may need to repeat the scan, provide more information, or review the available options with Aurax Support.
If your intraoral scan is incomplete, unclear, or does not contain the information needed to continue, Aurax will contact you by email.
We will explain what the issue is and what needs to happen next.
Why a scan may need to be repeated
A scan may need to be repeated if:
- some required areas are missing
- the scan quality is not clear enough
- the file is incomplete
- the file format is not correct
- the scan was not exported correctly
- the scan does not contain the information needed to adapt your MouthX
If the scan was done at an Aurax collaborating centre
If the scan was completed at one of Aurax’s collaborating scanning centres, we will help coordinate the next steps with the centre.
If the scan needs to be repeated because of a technical issue during the scan process, the collaborating centre may repeat it following Aurax’s instructions.
Aurax will guide you through the process so you know what to do next.
If the scan was done at another scanning provider
If the scan was completed at an external scanning provider, Aurax may contact you with instructions to share with that provider.
In some cases, the provider may need to repeat the scan or resend the file following the correct requirements.
If needed, Aurax may also contact the provider directly to help clarify the scan instructions.
If the scan cannot be used
If the scan cannot be used, Aurax will review the case and explain the available options.
The next steps may depend on the reason why the scan cannot be used, whether it can be repeated, and the current order or return conditions.
What you should do
If Aurax contacts you about a scan issue:
- Read the email carefully.
- Check the reason why the scan could not be used.
- Follow the instructions provided.
- Contact your scanning provider if a new appointment is needed.
- Contact Aurax Support if anything is unclear.
Do not repeat the scan before receiving instructions from Aurax, as the new scan must follow the correct requirements.