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Premolar I

Lack of Support

I have called in 4 times in the last 24 hours.  My Doctor has called in 3 times.  All for the same issue that has no resolution or updates.  This is not support!  


I am beyond frustrated.  Support has been going down hill for a long time but this is unacceptable!


Problem:  We can not send electronic scripts for one Dr. We are getting an error


My case # is 8005215 I first reported this at 8:30 am yesterday!  


CS Dental Employee
CS Dental Employee

Our sincere apologies for the challenge in getting the necessary support.  We will have a technician from our escalation team reach out as quickly as possible.  Thanks for your continued patience. 


0 Kudos
Premolar I

And to prove my point I called in again today and was given the same response... someone is looking into it and will call back -- same response as yesterday with no call back...  asked for supervisor was told none available and someone will call me back--- this is not support!!!!


We have gotten that exact message many times before.  Its hard to get a firm answer on why this is happening but here are the stories I have been told.


The end user must fully log in to their account within the 18 month period using their username and password. Warning emails are sent at: 60, 30, 14,  and 1 day mark before expiration and then a last warning email is sent on the day of expiration.

Once the provider's credentials have expired, it is important to note that their account with their email address and password still exists (LOA1); however, their LOA3 credential have been removed. Keeping this in mind, the provider simply needs to go to the URL, log in with their username and password, then proceed with re-verifying to LOA3. Once complete, they will be active again.


Was also told to add the following sites to trust sites in Internet Options.  



I was told to clear all cookies and Cache for Internet Explorer and Edge.  

I feel both these options have helped but can't say they have fixed all ours issues.  Hope they can help you out a little too.