When you complete a scan via your DM App, your photos will be sent to our platform for analysis. These photos need to meet a minimum standard of quality, otherwise our system won’t be able to analyze them correctly (or create the before/after photos that you see in your app). If this happens, you may get a message saying that your scan has been rejected. Don’t panic! All this means is that you will need to take the scan again, following the suggestions given to you in the app.

Your scan photos should be sharp, detailed, in-focus, and well-lit. We should be able to see all of your teeth clearly, as well as the gums surrounding them.

Let's examine some of the common reasons your scan may get rejected. Please note that using a DM ScanBox significantly reduces the likelihood of encountering these issues. The DM ScanBox controls distance, lighting, color balance, and synchronizes camera movement with the cheek retractor to ensure a perfect scan each time. If you don't have a DM ScanBox, please contact your clinic.

If you move your camera too fast while taking your scan, you may end up with blurry photos. Try to match your movements with the on-screen gauge: this will give you an indication of the correct speed at which you should be moving your camera.

If you are too far away from your camera when you take your scan, the photo will lose a lot of important detail. It will appear less sharp and more ‘grainy’. Compare the two photos: Can you see the difference?

On the other hand, if you are too close to your camera, it will not be able to focus correctly on your teeth (meaning your front teeth will be sharp while the back teeth are blurry). Your teeth may also be hidden by shadows created by the cheek retractor, due to the position of the flash.

Your application should trigger the camera’s flash automatically, but in some cases your photos may still appear too dark. Make sure that you take your scans in a well-lit room, and the photos are bright enough that we can see your teeth clearly.

Bonus tip: If you are using a ScanBox, make sure that your phone is set up correctly: The camera lens should line up with the arrow as indicated in the picture below and the ScanBox should not obscure the flash:

Make sure your mouth is at the center of the photos. This will help your camera focus correctly on your mouth and ensure that all of your teeth will be included in the photo.

When scanning from side to side, you need to make sure you pull the cheek retractor as far back as possible (without causing you any discomfort of course!) so that your molars (the teeth at the back of your mouth) are visible. In the photos above, the molars are completely hidden by the cheek retractor.

If you are asked for an occlusal photo, make sure you tilt your head back/forward so that we can see the biting surface of your teeth. If you are asked for an occlusal photo, make sure you tilt your head back/forward so that we can see the biting surface of your teeth.

When taking your scans, make sure that your lips or tongue do not cover the surfaces of your teeth or your gums. This can be avoided by making sure the cheek retractor is inserted correctly, and that you keep your tongue in a retracted position when taking occlusal photos.

Although it is not a reason for your scans to be rejected, you should try your best to take your scans in similar lighting conditions every time. This will ensure that the color balance of your photos is consistent.

Now you know all the tips to get the perfect scan! Best of luck and see you next time on your DM App :)