Common questions
Quick answers for clinics and labs. For step-by-step training, see the clinic and lab guides in the Help Center.
Accounts and access
- I forgot my password — how do I get back in?
- On the sign-in page, enter your email and tap Email me a sign-in link. You'll receive a link that signs you in directly, no password needed.
- Can our whole clinic / lab share one account?
- Please don't — each person should have their own account, added to the same organization from Team. That way the case history shows who did what, people can have different roles, and removing one person later doesn't lock everyone out.
- What's the difference between Owner, Admin, and Member?
- Owner can do everything, including granting the Owner role. Admin can do everything except managing Owners. Member does the day-to-day case work — everything except managing the team. LabCaseBook never lets the last Owner be removed or demoted.
- I picked the wrong organization type (Clinic instead of Lab). Can I change it?
- No — the type is permanent. Create the organization again with the right type using a fresh account email, or contact LabCaseBook for help.
- Can I use LabCaseBook on several devices at once?
- Yes — phone, tablet, and computer at the same time. Everything syncs live. Tap Enable alerts on each device where you want notifications.
Privacy and security
- Who can see my cases?
- Only members of your organization and — for cases you've sent — members of the one lab the case was sent to. Other clinics and labs can never see them; this isolation is enforced inside the database itself, on every single query.
- What does my patient see through the tracking link?
- Only: your clinic's name, their name, the restoration type, the case number, a 4-step progress bar, and the expected date. No photos, no messages, no prices, no lab name, no remake details. You can kill the link at any time with Turn off link.
- Are my photos compressed like on WhatsApp?
- No — never. Files are stored byte-for-byte as uploaded, with a checksum to prove integrity, and a Full resolution badge on every photo. This is the core reason LabCaseBook exists: shade photos keep their colour accuracy.
- Can someone edit the case history after the fact?
- No. Every status change, remake, and upload is recorded in an append-only history — entries can't be edited or deleted by anyone. That's what makes it a fair referee in disputes.
- Can clinics see my lab's price list?
- No — clinics only ever see the final amount on each invoice. Your price list is visible to your lab's team only.
Working day-to-day
- Can I edit the prescription after sending the case?
- No — once sent, the prescription is locked so the lab always works from one reliable version. Use Messages on the case for clarifications, or — if the lab hasn't started production — cancel the case and create a corrected one.
- How do remakes work, and who pays?
- When a case is Ready, the clinic can tap Report a misfit (remake) and choose a reason; photos of the problem are added to the case with Add photos. The case returns to the lab as Attempt 2 and the reason is recorded permanently. LabCaseBook doesn't decide who pays — but the recorded reason and photos give both sides the facts to settle it fairly.
- Does LabCaseBook move money?
- No. The lab issues an invoice computed from its price list, and Mark paid records a payment that happened outside LabCaseBook (cash, transfer, InstaPay…). LabCaseBook is the ledger: who owes what is always clear, but no money flows through it.
- What do the case statuses mean?
- Draft (clinic still preparing — invisible to the lab) → Submitted (on the lab's board) → In production (lab working) → Ready (finished, ready for the clinic) → Closed (fitted and confirmed). Cancelled is possible only before production starts. The full table is in each guide.
- Can I work with more than one lab / clinic?
- Yes. A clinic can connect with any number of labs and choose one per case — and compare them with scorecards. A lab can serve any number of clinics; each clinic sees only its own cases.
The app, languages, and notifications
- Is there an app in the App Store / Play Store?
- LabCaseBook installs straight from the browser — same app, no store: Android Chrome ⋮ → Add to Home screen; iPhone Safari Share → Add to Home Screen; desktop Chrome/Edge → the install icon in the address bar.
- Why don't I get notifications on my phone?
- Tap Enable alerts in the LabCaseBook header and allow notifications — on each device separately. On iPhone you must first install LabCaseBook to the home screen, then enable alerts from the installed app; iOS blocks notifications otherwise. The in-app bell shows everything regardless.
- Does LabCaseBook work offline?
- No — LabCaseBook needs a connection: offline, it shows a friendly “You're offline” screen with a Retry button. That's deliberate: no case or patient data is stored on the device, so a lost or shared phone exposes nothing. Back online, everything is simply live again.
- How do I switch between Arabic and English?
- Tap the language button in the header. Arabic is the default; English lives under
/en. Each person picks their own language, and the layout flips correctly — while clinical codes (shades, FDI teeth numbers) stay in Latin digits in both. - Why does the tooth chart look the same in Arabic?
- On purpose: the FDI dental chart keeps the standard anatomical orientation in both languages, so there's never doubt about which tooth is which.