Dental Shield Support

You can reach the support team via email at Hands.Infotech@gmail.com (all plans, 24-hour response on business days), by phone if you're on the Growth or Pro plan, or through live chat directly inside your dashboard if you're on the Pro plan. For urgent, practice-halting issues, there's also a 24/7 priority line.

Standard support is available Monday to Friday, 8:00 AM to 8:00 PM EST, and Saturday from 9:00 AM to 5:00 PM EST. On Sundays, support is limited to email only.

No - phone support is available specifically to practices on the Growth and Pro plans. If you're on a different plan, email support is still available to everyone, with a 24-hour response window on business days.

Pro plan practices get live chat access right inside the platform dashboard, plus a dedicated account manager assigned during onboarding who stays familiar with your practice's setup and history. You can compare this against other plans on the Pricing & Plans page.

If your practice can't access patient data or the system is down in a way that's affecting patient care, call the priority support line at (555) 911-HELP. This line is monitored 24/7, specifically for critical issues - not general questions.

You can expect a response within 24 hours on business days after emailing Hands.Infotech@gmail.com. For anything urgent, phone or the priority line will get you faster help.

Your dedicated account manager (available on the Pro plan) is assigned during onboarding and becomes your single point of contact going forward. Instead of explaining your practice's setup to a new support agent each time, you work with someone who already knows your workflows, integrations, and history.

Check the FAQ page first - it covers the most frequently asked questions about the platform. If your specific issue isn't answered there, submit a support request through this page.

Full download and installation instructions are on the Chrome Extension page. If you're already installed but running into detection or connection issues, the troubleshooting section on that page covers the most common fixes.

Security and compliance details are covered on the FAQ page under the Security & Compliance section - that's the best place to check before rolling Dental Shield out practice-wide.

You can see the full list of supported Practice Management Systems and clearinghouse integrations on the Integrations page.

Scroll to the "Submit a Support Request" form on this page, fill in your name, email, practice name, category (like Technical Issue, Billing & Payments, or Insurance Verification), subject, and message, then submit - the team will follow up based on standard support hours.

You can select from General Question, Technical Issue, Billing & Payments, Insurance Verification, Claims & Recovery, Staffing & Scheduling, Integration Help, Account & Access, or Feature Request - picking the right one helps route your ticket faster.

Yes - the Claims & Billing topic area covers submitting claims through clearinghouses, tracking denied claims, setting up payment processing, and understanding recovery fees. You can also submit a ticket directly under the "Claims & Recovery" category.

Both are covered under the Account & Technical topic section, which includes resetting your password, adding team members to your practice, Chrome extension troubleshooting, and connecting to Dentrix Ascend. For anything not covered, submit a request under "Account & Access."