Question 1

How do I log in to my practice account?

Accepted Answer

Select Log in below and use the email address connected to your practice account. You can sign in with an email code, Google, or Microsoft. If you have set up a passkey, you can use that too. If you need access to your practice's account, ask your account owner or email support@trialsmiles.com.

Question 2

What if my sign-in code or invitation isn't arriving?

Accepted Answer

Check your spam or junk folder and confirm that you entered the email address connected to your account. If you requested more than one sign-in code, use the most recent one. For a missing invitation, ask your account owner to check the address. If you're still stuck, email support@trialsmiles.com with your practice name and account email. Never send us a sign-in code or password.

Question 3

Can I explore more homes for my practice?

Accepted Answer

Yes. Open Map in your practice portal to explore additional homes. Your current audience stays in place while you explore. Account owners can submit a request for our team to review; staff can explore and ask for help. A review request does not reserve homes, change your bill, or schedule postcards.

Question 4

Where can I see my upcoming postcards?

Accepted Answer

Your portal Home shows upcoming dates, and Campaigns shows your mail activity. Your first mail plan needs our team's approval before mailing begins. Scheduled mail also depends on payment and your plan being active. If a date looks wrong or you don't see an expected mailing, email support@trialsmiles.com with your practice name and the date.

Question 5

Does a mailed status mean a postcard has been delivered?

Accepted Answer

A mailed status means the postcard was accepted for mailing. Delivery is tracked separately, and returns or failures can still occur. Check the delivery results in Campaigns. If a result is still unknown, it is not confirmation of delivery.

Question 6

Where do I find patient leads and report their outcomes?

Accepted Answer

Open Leads in your practice portal to see completed patient inquiries and their smile previews. You can report what happened to a lead in the outcome column or through the outcome link in a lead email. Report the actual result, including when a patient does not move forward; case value is optional.

Question 7

Where can I find invoices or update my payment method?

Accepted Answer

Open Billing in your practice portal and choose Manage billing to download invoices or update your payment method. If you cannot see Billing, ask your account owner for help. For a charge you don't recognize, email support@trialsmiles.com with your practice name, the charge date, and the amount. Do not email card details.

Question 8

How do I change or end my mailing plan?

Accepted Answer

Contact support@trialsmiles.com so our team can review your plan with you. Exploring homes or submitting an audience review does not change billing. An active direct-mail plan normally continues through the end of its current committed cycle when you request to stop. Our team will confirm the dates and any remaining payments for your account.

Question 9

What if a smile preview or its email isn't showing up?

Accepted Answer

Keep the preview page open while your photo is processed; it can take around 10–20 seconds. Check your spam or junk folder for the email. If a photo needs to be retaken, use a clear, well-lit photo of your smiling face and follow the on-screen guidance. If it still isn't working, email support@trialsmiles.com with the page link and what you saw. An AI preview is an illustration, not a treatment recommendation or a guarantee of results.

Question 10

How can I ask about my data or a privacy request?

Accepted Answer

Email support@trialsmiles.com for questions about your information or a privacy request. Our Privacy Policy, linked in the footer, explains how information is used. Include enough detail for us to find your request, but do not send patient photos, medical records, passwords, or payment details by email.

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