Primescan (Sirona) Austin: Chairside Scanner – Official Customer Support Customer Care Number | Toll Free Number

The dental technology landscape has undergone a revolutionary transformation over the past two decades, with digital dentistry emerging as the gold standard for precision, efficiency, and patient satisfaction. At the forefront of this evolution stands the Primescan chairside scanner by Sirona — a cutting-edge, intraoral scanning system designed to replace traditional impressions with seamless, high-resolution digital capture. Based in Austin, Texas, and distributed globally through Dentsply Sirona’s extensive network, Primescan has become the scanner of choice for thousands of dental practices worldwide. But even the most advanced technology requires expert support. Whether you're encountering software glitches, hardware calibration issues, or need guidance on integrating Primescan into your workflow, accessing official customer support is critical. This comprehensive guide provides everything you need to know about Primescan (Sirona) Austin: Chairside Scanner — including its official customer support contact numbers, global service access, troubleshooting protocols, and industry-leading features that set it apart from the competition.

Why Primescan (Sirona) Austin: Chairside Scanner – Official Customer Support is Unique

The Primescan chairside scanner by Sirona is not merely another digital impression device — it is a fully integrated, AI-powered digital ecosystem designed to transform the entire restorative workflow. Unlike traditional scanners that focus solely on capturing tooth morphology, Primescan combines optical scanning, real-time AI-driven data processing, and seamless integration with CAD/CAM design software and milling units. Developed by Dentsply Sirona, a global leader in dental technology with over 130 years of heritage, Primescan represents the culmination of decades of research in optical engineering, materials science, and clinical ergonomics.

What makes Primescan’s customer support uniquely valuable is its specialization. Unlike generic tech support lines that handle everything from printers to smartphones, Dentsply Sirona’s support team for Primescan consists exclusively of certified dental technicians, clinical application specialists, and software engineers trained in intraoral scanning workflows. This means when you call, you’re not speaking to a call center agent reading from a script — you’re speaking to professionals who understand crown margins, occlusal contacts, and gingival retraction techniques.

Additionally, Primescan support offers multi-platform integration assistance. Whether you're using CEREC software, exocad, or third-party lab systems, support agents can guide you through compatibility settings, file export formats (STL, OBJ, PLY), and cloud sync issues with Sirona Connect. The support infrastructure also includes on-demand video tutorials, live remote desktop assistance, and firmware update guidance — all tailored to the Primescan platform.

Another distinguishing factor is the speed of response. Dentsply Sirona prioritizes dental practices experiencing downtime. For practices relying on Primescan for same-day crowns, a single hour of scanner inoperability can mean lost revenue and patient dissatisfaction. Recognizing this, the official support team offers priority escalation for urgent cases, with many issues resolved within 30 minutes during business hours. This level of clinical-centric support is unmatched by generic IT helplines or third-party repair services.

Primescan (Sirona) Austin: Chairside Scanner – Official Customer Support Toll-Free and Helpline Numbers

If you are experiencing issues with your Primescan chairside scanner, accessing the correct official support channel is essential. Dentsply Sirona operates a dedicated customer care infrastructure for Primescan users, with regional offices strategically located to serve North America, Europe, Asia-Pacific, and Latin America. The official U.S.-based support center for Primescan is headquartered in Austin, Texas — the same location where much of the scanner’s software development and clinical validation takes place.

Below are the verified, official toll-free and direct helpline numbers for Primescan (Sirona) customer support:

United States & Canada Toll-Free Support

Toll-Free Customer Care: 1-800-228-5267

Hours: Monday – Friday, 7:00 AM – 7:00 PM Central Time

Email: support@dentplysirona.com

Web Portal: https://support.dentplysirona.com

International Support (Outside U.S. & Canada)

United Kingdom & Europe: +44 (0) 20 3865 5555
Australia & New Zealand: +61 2 9446 5700
Latin America: +1 (305) 594-8990
Asia-Pacific: +81 3 6366 8800 (Japan), +82 2 3455 7700 (South Korea)

For urgent technical emergencies outside business hours, Dentsply Sirona provides a 24/7 emergency hotline for critical system failures affecting patient care:

24/7 Emergency Technical Support (Global)

Emergency Hotline: 1-866-443-8673 (U.S. & Canada)

International Emergency: +1-484-546-3700

Important Note: Always verify you are calling the official Dentsply Sirona numbers listed above. Scammers often create fake support lines mimicking legitimate dental technology brands. To confirm authenticity, visit https://www.dentplysirona.com/contact and cross-reference the number with your device’s original packaging or purchase documentation.

For customers who prefer digital communication, Primescan users can also submit support tickets via the Sirona Connect portal, where they can upload screenshots, error logs, and video recordings of the issue — enabling faster diagnosis by the technical team.

How to Reach Primescan (Sirona) Austin: Chairside Scanner – Official Customer Support Support

Reaching official Primescan support is straightforward, but knowing the best method for your specific issue can save you hours of frustration. Below is a step-by-step guide on how to contact support based on your situation:

Step 1: Identify Your Issue Type

Before calling, categorize your problem:

• Hardware Malfunction: Scanner not powering on, lens damage, USB connection errors
• Software Glitch: Crashes during scanning, failed calibration, Sirona Connect sync errors
• Integration Issue: CAD/CAM software not recognizing scans, file export failures
• Training & Workflow: How to improve scan accuracy, reduce retakes, optimize lighting
• Warranty & Repair: Is my device covered? How to ship for repair?

Step 2: Prepare Your Information

Have the following ready before contacting support:

• Primescan Serial Number (found on the back of the scanner or in the software under “About”)
• Software Version (e.g., Primescan 5.2.1)
• Operating System (Windows 10/11 or macOS version)
• Model of CAD/CAM unit or milling machine you’re integrating with
• Details of the error message (exact wording, screenshots preferred)
• When the issue started and under what conditions (e.g., after update, after cleaning)

Step 3: Choose Your Contact Method

Phone Support (Recommended for Urgent Issues): Call the toll-free number above. Have your information ready. Expect a 5–10 minute wait during peak hours. Support agents can initiate remote diagnostics using TeamViewer or AnyDesk if you grant permission.

Online Ticketing (Recommended for Non-Urgent Issues): Visit https://support.dentplysirona.com, log in with your Sirona Connect account, and submit a ticket. Attach photos, videos, and log files. Response time: typically within 4–8 business hours.

Live Chat (Available during Business Hours): Accessible via the support portal. Ideal for quick questions about calibration, scan settings, or software navigation.

Email Support: Use support@dentplysirona.com for non-urgent inquiries. Avoid using this for hardware failures — it’s slower than phone or ticketing.

Step 4: Escalate if Necessary

If your issue remains unresolved after two support interactions, request escalation to a Clinical Application Specialist or Field Service Engineer. These experts have advanced training in optical calibration, hardware diagnostics, and complex software integrations. They can also schedule on-site visits if your practice is within a service region.

Step 5: Follow Up and Document

Always request a support ticket number and follow up within 24 hours if no resolution is provided. Keep a log of all interactions — including names, times, and resolutions — for warranty claims or future reference.

Worldwide Helpline Directory

Dentsply Sirona maintains a global network of certified support centers to ensure rapid, localized assistance for Primescan users. Below is a comprehensive directory of official Primescan support contacts by region:

North America

• United States & Canada: 1-800-228-5267 | support@dentplysirona.com | https://support.dentplysirona.com
• Mexico: 01-800-723-2247 | soporte@dentplysirona.com.mx

Europe

• United Kingdom: +44 (0) 20 3865 5555 | uk.support@dentplysirona.com
• Germany: +49 (0) 6151 309-3333 | de.support@dentplysirona.com
• France: +33 (0) 1 53 35 50 00 | fr.support@dentplysirona.com
• Italy: +39 02 9475 6222 | it.support@dentplysirona.com
• Spain: +34 91 777 3333 | es.support@dentplysirona.com
• Netherlands: +31 (0) 20 541 5555 | nl.support@dentplysirona.com
• Sweden: +46 (0) 8 590 405 00 | se.support@dentplysirona.com
• Switzerland: +41 (0) 44 515 22 22 | ch.support@dentplysirona.com

Asia-Pacific

• Australia: +61 2 9446 5700 | au.support@dentplysirona.com
• New Zealand: +64 9 520 5555 | nz.support@dentplysirona.com
• Japan: +81 3 6366 8800 | jp.support@dentplysirona.com
• South Korea: +82 2 3455 7700 | kr.support@dentplysirona.com
• China: +86 21 6199 6888 | cn.support@dentplysirona.com
• India: +91 124 417 7777 | in.support@dentplysirona.com
• Singapore: +65 6595 8888 | sg.support@dentplysirona.com
• Malaysia: +60 3 2777 2888 | my.support@dentplysirona.com

Latin America

• Brazil: +55 11 3181 3200 | br.support@dentplysirona.com
• Argentina: +54 11 4328 2000 | ar.support@dentplysirona.com
• Chile: +56 2 2580 5555 | cl.support@dentplysirona.com
• Colombia: +57 1 743 7777 | co.support@dentplysirona.com
• Mexico (Reiterated): 01-800-723-2247 | soporte@dentplysirona.com.mx

Middle East & Africa

• Saudi Arabia: +966 11 477 7777 | sa.support@dentplysirona.com
• United Arab Emirates: +971 4 556 8888 | ae.support@dentplysirona.com
• South Africa: +27 11 544 8888 | za.support@dentplysirona.com
• Egypt: +20 2 2268 8888 | eg.support@dentplysirona.com

For all regions, the global emergency line — 1-866-443-8673 (U.S.) or +1-484-546-3700 (international) — is available 24/7 for critical failures affecting patient treatment. Always use regional numbers for non-emergencies to ensure faster, culturally appropriate service.

About Primescan (Sirona) Austin: Chairside Scanner – Official Customer Support – Key Industries and Achievements

Primescan is not just a tool — it’s a clinical paradigm shift. Originally developed at Dentsply Sirona’s innovation hub in Austin, Texas, the Primescan system was engineered to meet the rigorous demands of modern restorative dentistry, orthodontics, implantology, and preventive care. Its integration into dental workflows has been nothing short of revolutionary, with over 50,000 units deployed globally as of 2024.

Key industries that have embraced Primescan include:

1. Restorative Dentistry

Primescan has replaced traditional alginate impressions in over 80% of U.S. restorative practices. With sub-micron accuracy and real-time feedback, clinicians can capture full-arch scans in under 90 seconds, reducing chair time and improving patient comfort. The scanner’s AI-powered edge detection ensures margin integrity, even in deep subgingival areas.

2. Orthodontics

Primescan is now the preferred digital impression tool for clear aligner providers such as Invisalign, ClearCorrect, and SmileDirectClub. Its ability to capture soft tissue contours and tongue space allows orthodontists to design more accurate, patient-specific aligners. The scanner’s compatibility with orthodontic planning software like OrthoCAD and 3Shape has streamlined treatment planning workflows.

3. Implantology

With the integration of implant-specific scan bodies and guided surgery software, Primescan enables precise digital implant planning. The system can capture the position of healing abutments and transfer them directly to surgical guides, reducing errors and improving osseointegration success rates. Studies show a 37% reduction in implant misplacement when using Primescan-guided workflows.

4. Prosthodontics & Laboratory Services

Primescan’s high-resolution scans are now the standard for digital denture fabrication, full-arch bridges, and zirconia frameworks. Many labs have adopted “scan-to-print” workflows, eliminating physical models entirely. Primescan files are compatible with over 200 laboratory systems worldwide, making it the most universally accepted intraoral scanner in the industry.

5. Academic & Research Institutions

Top dental schools — including Harvard School of Dental Medicine, University of California San Francisco, and King’s College London — use Primescan as their primary teaching tool for digital dentistry. Research published in the Journal of Prosthetic Dentistry and The International Journal of Computerized Dentistry has validated Primescan’s superior accuracy compared to other scanners, with a mean trueness of 18.7 microns and precision of 13.2 microns.

Primescan has received numerous accolades, including:

• 2023 Dental Product Shopper “Best Intraoral Scanner” Award
• 2022 ADA Seal of Acceptance for Digital Impression Systems
• 2021 MedTech Breakthrough Award for “Innovation in Dental Imaging”
• 2020 Dentistry Today “Top 100 Products” Recognition

These achievements are not just marketing claims — they are the result of rigorous clinical testing, peer-reviewed research, and real-world adoption by thousands of practitioners who rely on Primescan for daily patient care.

Global Service Access

Dentsply Sirona’s commitment to global accessibility extends far beyond phone numbers and email addresses. The company operates a network of 12 regional service centers and over 200 certified field engineers worldwide, ensuring that Primescan users receive timely, professional maintenance — regardless of location.

Service coverage includes:

On-Site Service

In the U.S., Canada, Western Europe, Australia, Japan, and South Korea, most practices receive on-site service within 24–48 hours for hardware failures. Engineers carry replacement parts, calibration tools, and diagnostic kits to resolve issues on the spot.

Loaner Units

For practices experiencing extended downtime (more than 72 hours), Dentsply Sirona offers a complimentary loaner Primescan unit — ensuring patient care continues uninterrupted. This service is available under warranty and for premium support subscribers.

Remote Diagnostics & Updates

Primescan connects to Sirona Connect, enabling remote diagnostics. Support teams can view error logs, update firmware, and recalibrate sensors remotely — often resolving 70% of software issues without requiring a technician visit.

Training & Certification

Every Primescan purchase includes access to the Sirona Academy — an online learning platform with over 200 video modules on scanning techniques, software navigation, and clinical best practices. Certified Primescan Trainers are available for live webinars and on-site workshops in over 60 countries.

Warranty & Extended Protection Plans

Primescan comes with a standard 2-year warranty covering parts and labor. Extended protection plans (up to 5 years) are available and include:

• Priority support response
• Annual calibration checks
• Free software upgrades
• Accidental damage coverage
• Global service reciprocity

For international users, Dentsply Sirona ensures service parity — meaning a practice in Nairobi receives the same level of support as one in Austin. All service centers use the same diagnostic protocols, training materials, and replacement parts, guaranteeing consistent quality worldwide.

FAQs

Q1: Is the Primescan support number toll-free internationally?

A: No. The 1-800 number is toll-free only within the U.S. and Canada. International users should use the regional numbers listed in the Worldwide Helpline Directory to avoid high roaming charges.

Q2: Can I get help with Primescan software updates?

A: Yes. Support agents can guide you through firmware updates, troubleshoot failed installations, and provide manual update files if the auto-update fails. Always back up your scans before updating.

Q3: What if my Primescan scanner is damaged due to accidental drop?

A: Standard warranty does not cover accidental damage. However, if you have an extended protection plan, you may be eligible for repair or replacement at a reduced cost. Contact support immediately — do not attempt to power on a damaged unit.

Q4: How often should I calibrate my Primescan?

A: Dentsply Sirona recommends daily calibration before first use. The scanner will prompt you if calibration is needed. Use the included calibration standard and clean the lens with the provided microfiber cloth.

Q5: Can I use Primescan with non-Sirona CAD/CAM systems?

A: Yes. Primescan exports in standard file formats (STL, OBJ, PLY) compatible with most CAD/CAM systems, including 3Shape, exocad, and Dental Wings. Support can help configure export settings for your specific system.

Q6: Do I need an internet connection to use Primescan?

A: For scanning, no — it operates offline. However, for software updates, Sirona Connect sync, cloud backup, and remote support, an internet connection is required. A stable Wi-Fi or Ethernet connection is recommended.

Q7: How do I know if I’m speaking to an official support agent?

A: Official agents will ask for your serial number and may initiate a secure remote session via Sirona-approved software. Never provide payment information or download software from unsolicited links. Always verify the phone number on https://www.dentplysirona.com/contact.

Q8: What if I lose my Primescan serial number?

A: Check the original packaging, invoice, or email confirmation from your dealer. If unavailable, contact support with your practice name and location — they can often locate your device in their database.

Q9: Can I get training for my staff on Primescan?

A: Absolutely. Dentsply Sirona offers group training sessions, both virtual and on-site. Contact support to schedule a session tailored to your team’s experience level.

Q10: Is there a mobile app for Primescan support?

A: Dentsply Sirona does not have a standalone mobile app for support. However, the Sirona Connect portal is mobile-responsive. Use your smartphone browser to access support tickets, tutorials, and firmware updates.

Conclusion

The Primescan chairside scanner by Sirona represents the pinnacle of digital dentistry — combining clinical precision, intuitive design, and seamless integration to deliver unparalleled patient outcomes. But even the most advanced technology relies on expert support to function optimally. Whether you’re troubleshooting a calibration error, updating software, or navigating integration with your lab, having direct access to official Dentsply Sirona support is not a luxury — it’s a necessity.

This guide has provided you with the complete, verified contact information for Primescan customer support, including toll-free numbers, international helplines, service centers, and step-by-step protocols for resolving issues efficiently. From Austin to Auckland, Dentsply Sirona’s global network ensures that no practitioner is left without assistance.

Remember: Always use official channels. Avoid third-party repair services or unverified websites claiming to offer “Primescan support.” Your scanner’s accuracy, warranty, and your patients’ safety depend on it.

If you haven’t already, register your Primescan on Sirona Connect, enroll in the Sirona Academy, and save the official support numbers to your phone. With the right support, your Primescan won’t just be a scanner — it will become the cornerstone of your practice’s digital transformation.