Troubleshooting and common questions

Quick answers to the problems we hear about most. Each answer links to the full guide.

Download links

The link says "Transfer expired"

The download window has closed, but the case still exists. Ask the sender to restore it; on Pro and Enterprise they select Restore and you get a new link. If your own account is on one of those plans, open it from Received instead. See Recovered transfers.

The link says "Link not found"

The sender has probably resent the transfer. Each resend creates a new link and the old one stops working. Use the most recent email, or open the case from Received. Also check the whole link was copied.

"This link was not sent to your account"

You are signed in with a different address from the one the transfer was sent to. Sign out and sign in with that address, which may be a shared practice address. See Do I need an account to download?

The link says "Transfer revoked"

The sender withdrew access. Contact them for a new link.

I do not know the link password

Only the sender knows it. They share it separately, for example by phone. Ask them for it.

I am asked to sign in when I open the link

That is expected: every download needs an account at the address the transfer was sent to. Create a free account at that address if you do not have one. See Create your account.

Emails

I have not received an email

• Check your spam or junk folder, and any filtering rules on a shared inbox. Emails come from support@lab-send-go.com.
• Check the address was typed correctly, by you or by the sender.
• A transfer link: ask the sender to select Resend notification, or open the case from Received if you already have an account.
• An account confirmation link: it expires after 24 hours. Email us from the address you registered with and we will help.
• If emails to an address have previously bounced or been marked as spam, we stop sending to it. Email us to have it checked.

I am getting too many emails

Turn off the ones you do not need under My account → Notifications. See Choose your notifications.

Sending

It says my allowance is used up

Each recipient of each transfer uses one unit, and weekly allowances reset on Monday at 00:00 UTC. Save the transfer as a draft and send it after the reset, or upgrade. See How is the allowance counted?

My files are too large

The limit is the total size of one transfer: Free: 500 MB max per transfer; Basic: 1 GB max per transfer; Pro: 5 GB max per transfer; Enterprise: 10 GB max per transfer. Split the case across two transfers, or upgrade.

A file type is refused

Programs and scripts such as .exe, .bat, .js and .ps1 are blocked for safety. Scan files such as STL, PLY and OBJ, PDFs, images and ZIP or RAR archives are accepted. Inbound forms block exactly the same types. See Which file types can I upload? for the full list, and for why an archive or a damaged file can be refused.

An upload stopped or failed

• Select Resume or Retry. Large uploads continue from where they stopped.
• If asked, choose the same file again so the upload can continue.
• An upload you leave unfinished for 24 hours expires and must be started again.
• An archive with more than 5,000 entries cannot be inspected. Split it into smaller archives.

I cannot add another recipient

The number of recipients per transfer depends on your plan: Free: 1 recipient per transfer; Basic: Up to 3 recipients per transfer; Pro: Up to 10 recipients per transfer; Enterprise: Unlimited recipients per transfer.

Simple mode, password protection or the multi-case uploader is missing

These depend on your plan. Simple mode is on Basic, Pro and Enterprise; password protection on Basic, Pro and Enterprise; the multi-case uploader on Basic, Pro and Enterprise. See What does each plan include?

I cannot choose a shade

Choose the Shade guide in Case information first. It decides which shades are available.

"Edit work order" has disappeared

A work order can be edited only until someone downloads it. After that, let the recipient know and send a corrected transfer. See Can I change a work order after sending it?

The work order PDF is greyed out

The transfer is still a draft. Finish and send it and the PDF becomes available.

The 3D preview does not open

Previews work for STL, OBJ and PLY files and need a browser with WebGL switched on. Try another up-to-date browser, or download the file and open it in your CAD software.

Account and sign-in

I have lost my authenticator app

Use Account recovery to get a code by email and set up two-factor again. See I have lost my phone or authenticator app.

My account is locked

After five wrong attempts the account is locked for 15 minutes. Wait, or reset your password.

I keep being asked to accept an agreement

One of our agreements has a new version. Read it, tick the box and continue. You cannot use the rest of the product until you accept the current version.

Inbound forms

The PIN is refused

Check the PIN with the lab. They may have changed it, and changing the PIN signs everyone out of the form.

The form says it is unavailable

The lab has switched it off, changed its address, or moved to a plan without inbound forms. Ask the lab for the current address.

The embedded form does not load on our website

The origin must be approved and must exactly match the page's address, over HTTPS. If you refreshed the customer URL, paste in the new iframe code. See The embedded form does not load.

Still stuck?

Ask in the support chat, or email support@lab-send-go.com with what you were doing and any message you saw. Include the case reference if it helps, but never a patient's name or a download link.