Help & support
Something not working? Tell us.
Email us about anything — a problem, a question about your plan, or how to do something in SmileSort.
Email support@smilesort.com
We aim to reply within one working day — Monday to Friday, excluding bank holidays in England and Wales.
What to include
The more of this we have, the fewer emails it takes to fix:
- the email address you sign in with, and your practice name;
- what you were trying to do, and what happened instead;
- the page address from your browser, and roughly when it happened;
- the reference code, if SmileSort showed you an error page;
- your device and browser — for example, iPhone and Safari, or Windows and Chrome;
- a screenshot, with any patient details covered or cropped out.
Never email us patient details
Please don't send patient names, dates of birth or photographs by email — we don't need them to help, and email is not the place for them.
If a problem is about a particular patient, give us their SmileSort Patient ID (the number starting with #, like #1849302), or send a screenshot with the patient's details hidden.
If you've already sent something by mistake, tell us and we'll delete it.
Found a security problem?
If you think you've found a security weakness — or you can see something that isn't yours, like another practice's photographs — email security@smilesort.com rather than support. We acknowledge security reports within 3 working days.
Our Responsible Disclosure Policy explains what to include and how to test safely.
Billing questions
To update your card, download invoices and receipts, or cancel your plan, go to Settings → Billing in SmileSort.
For anything that page can't do — a charge you don't recognise, or a question about VAT — email support@smilesort.com. Our pricing page sets out what each plan includes.
Service notices
If something is affecting everyone — an outage, slow uploads, or planned maintenance — we'll say so in a banner at the top of SmileSort, on the sign-in page, on shared photo pages and on this page. Planned maintenance is scheduled outside normal working hours where we can.
If a problem affects your practice's data, we'll email you directly rather than rely on a banner. For how we handle personal data, see our Privacy Policy and Data Processing Agreement.