RX Orthotic eLab App – User Guide

RX Orthotic eLab app for iPhone and iPad · App version 1.0 · Updated October 2026

RX Orthotic eLab is the ordering app for clinics that work with RX Orthotic Inc, a custom orthotic laboratory in Arcadia, California. It turns a 3D scan and a digital prescription into an order in a few minutes on your iPhone or iPad — no shipping foam boxes, plaster casts or paper forms to the lab.

• 3D scanning — scan the patient's feet, or a foam box impression or plaster cast you already have, with the device's TrueDepth (Face ID) camera. On-screen guidance and a quality check after every scan.
• Complete prescriptions — custom foot orthotics, diabetic inserts, AFO / Richie Brace® and custom-molded shoes, on forms that match RX Orthotic's paper prescription forms.
• Draw on the foot diagram — mark off-load areas with your finger; your marks print on the order form exactly as drawn.
• Order form preview — see the finished prescription form before you send it.
• Order History — live status for every order, package tracking, and answers to the lab's questions.
• Reorder and remake — from the scan or mold already on file.
• Built for patient privacy — staff-only sign-in, encrypted patient data, nothing backed up to iCloud.

1. Before you start

2. Getting started and signing in

1. Install RX Orthotic eLab from the App Store and open it.
2. Enter the email and temporary password RX Orthotic sent you, then tap Sign In.
3. Choose your own password (at least 8 characters) and tap Save password.
4. Read the Terms of Use and Privacy Policy, tick the box and tap I agree. You only do this once (and again if the terms change).
5. You are now on the Home screen.

3. The Home screen

Home shows what needs you first, then everything you can do:

• Orders need your attention — appears when the lab has a question or an order is on hold. Tap it to see only those orders (see Working with an order).
• Upload banner — shows orders that are still sending, or waiting for an order form or photos.
• New order — new patient: scan and order.
• Reorder — the same prescription again for an existing patient.
• Remake — ask RX Orthotic to fabricate a device again.
• Order History — status, tracking and questions for every order.
• Contact lab — ask a question or request a change.

The tabs at the bottom (top on iPad) open Home, Patients, Order History and Settings.

4. Placing a new order

A new order takes five short steps. You can tap Save draft at any point and finish later from the patient's page.

Step 1 — Patient

1. On Home, tap New order (or open a patient in Patients and tap New Order).
2. Pick an existing patient, or tap New Patient and enter the name, sex, height, weight and shoe size. Date of birth and contact details are optional.

Step 2 — Product

• Choose what we are making: Custom Foot Orthotics, Diabetic Inserts, AFO / Richie Brace® or Custom-Molded Shoes.
• Under Capture from, choose what you will scan: Foot, Foam box or Plaster cast. All three are scanned in the app.
• Tap Next Step.

Step 3 — Prescription

• The form mirrors RX Orthotic's paper prescription form, section by section (device type, shell design, posting, accommodations, cover material). Any section you leave blank uses the lab standard.
• Rush — next business day (upcharge).
• Purchase order # — optional; prints on the order.
• Order form will follow — send the scans now and add the form later. RX Orthotic holds the order until the form arrives.
• Photo of the order form — photograph a paper form instead of filling it in; the lab works from the paper form.

Mark off-load areas on the foot diagram:

1. Scroll to Sweet spot — mark off-load area (plantar view).
2. Tap Draw, then draw with your finger: an X, a circle around the area, or an arrow.
3. Use Undo or Clear all to fix mistakes.
4. Tap Done to save and lock the marks. They print on the order form exactly as you drew them.

Step 4 — Scans & photos

1. Tap the Left Foot tile and follow the on-screen guide. A short countdown gives you time to get in position.
2. Move slowly around the foot (or foam box or cast) until the scan finishes.
3. Check the result: each scan is graded Good, Fair or needs a rescan, with a tip on how to improve it. Tap a tile to look at the scan in 3D; tap Rescan to try again.
4. Repeat for the Right Foot.
5. Photos (optional but helpful): tap Take photos to add front, back and arch views, or anything else the lab should see.
6. Tap Next Step.

Step 5 — Review & Submit

1. Check the patient, Ship to location, product, prescription and scans.
2. Tap Preview order form to see the exact form the lab will receive — RX Orthotic's prescription form filled in from your choices, including your drawn marks. Tap Done to return.
3. Change anything with Edit prescription.
4. Tap Submit.

5. Scanning tips

Feet

• Patient seated, foot relaxed off the edge of the chair.
• For orthotics and diabetic inserts, start at the back of the heel about 12 inches (30 cm) away, then move slowly around the arch and on to the toes, keeping the sole in view.
• Good, even lighting; avoid strong sunlight on the foot.
• Keep socks, cuffs and pant legs out of the way.
• If the screen says tracking is lost, drift back toward the area you already scanned and it will pick up again.
• A Fair scan is usable; orbit a little slower next time for more detail.

Foam box

• Place the box on a table with the impression facing up, in good light with no shadows across it.
• Start above the heel about 12 inches away and orbit slowly, keeping the box edges in view at all times — the edges are what the scanner locks onto.
• Capture the whole box, not just the footprint.

Plaster cast

• Stand the cast on its heel, or hold it by the leg, over a plain background.
• Start over the plantar surface and orbit slowly, keeping the toes or heel edge in frame across the smooth walls.
• Finish with one pass around the heel. For a brace, include the full ankle section of the cast.

6. Order History and order status

Order History lists every order for your clinic, newest first, with date, sales order number, patient and status — including orders sent from the web portal, by email or on paper. It refreshes each time you open it.

• Search by date, SO number, patient or status.
• Tap any order to see its items, shipping and tracking, and to ask the lab about it.

Order statuses

7. Working with an order

Track a package

Open a Shipped order to see the carrier, tracking number, ship date and the latest delivery events. Tap Open on USPS.com (or the carrier's site) for full details.

Orders that need your attention

When the lab has a question or an order is on hold, Home shows Orders need your attention. Tap it to see only those orders, then open one:

• Why this order is on hold shows the lab's reason.
• Send the order form — tap Form (scan a paper form), Photo or Library. It is attached to the order and emailed to the lab.
• Answer RXO's question — type your answer and tap Send.
• Release from hold — for orders On hold by Customer, when you're ready for production to continue.

Ask RX Orthotic about an order

Every order has an Ask RX Orthotic — what do you need? section. Choose one, add a message and tap Send:

• Status update — ask where the order is.
• Request a change — describe what should change.
• Cancel the order — ask the lab to cancel.

8. Reorder and Remake

Start from Home → Reorder or Home → Remake. RX Orthotic uses the scan or mold already on file.

Find the order

• Search patients on this device — for patients you created on this device.
• Search Order History — for any shipped order, by patient name or SO number, even if the patient is not on this device. Results are newest first, so the patient's most recent order is at the top.

Tap the order you want. Only Shipped orders can be reordered or remade.

Reorder

1. Choose The same prescription, or With changes and describe what should change.
2. Add a note for RX Orthotic if needed.
3. Tap Reorder and confirm. A new sales order is created and shows in Order History as Received.

Remake

1. Choose the side: Both, Left or Right.
2. Describe what is wrong and what should change (required).
3. Tap Request remake and confirm.

9. Contacting RX Orthotic

• About one order? On Contact lab, tap Ask about an order. It opens Order History — the fastest way to ask about status, changes, cancellations, holds, tracking or a missing order form.
• Anything else? Tap Message the lab, type your message and tap Send to RX Orthotic. Replies come by email to the address on your account.

10. Patients, drafts and data on this device

• Patients lists patients created on this device. Tap one to see details, Edit them, start a New Order, or Continue draft.
• Delete a patient — swipe left on the patient and confirm. This removes the patient and their orders, scans and photos from this device only; orders already sent to RX Orthotic are not affected.
• Remove a sent order from the device — open the order and choose Remove from this device. The lab keeps its copy.

11. Settings

Deleting your account: Settings → Request account deletion signs you out, removes patient data from the device and asks RX Orthotic to delete your login. RX Orthotic confirms by email. Orders already placed, and records the law requires us to keep, are not affected.

12. Patient privacy and security

Your clinic is responsible for patient information on its devices. We recommend:

• Protect every device with a passcode and Face ID, and keep iOS up to date.
• Give each staff member their own login; never share passwords.
• Tell RX Orthotic right away when someone leaves, so their login can be closed.
• Enter only the patient information the lab needs.
• Make sure you have the patient's authorization (or another lawful basis) to share their information with RX Orthotic.
• Sign out and remove patient data before a device leaves the clinic.

Read the full RX Orthotic eLab Privacy Policy and Terms of Use.

13. Troubleshooting and FAQ

I forgot my password.

Ask your clinic's admin to reset it, or call (800) 798-9612 or email support@rxorthotic.com. You'll get a new temporary password and choose your own at your next sign-in. Never send your password by email.

The app says my device has no TrueDepth camera.

3D scanning — of feet, foam boxes or plaster casts — needs a device with Face ID (iPhone X or later, or iPad Pro with Face ID). Use another Face ID iPhone or iPad Pro in your clinic for the scan, or call (800) 798-9612 and we'll help.

My scan was graded Fair or failed.

Rescan more slowly, start at the back of the heel, keep the sole in view and use even lighting. A Fair scan is still usable.

My order still shows as sending.

Check the internet connection and keep the app open for a moment. Orders wait safely on the device and send automatically.

I can't find my order in Order History.

New orders appear within a few minutes of sending. Pull down to refresh, or search by patient or SO number.

I submitted the wrong option.

Open the order in Order History and choose Request a change as soon as possible, ideally within 24 hours.

Can I reorder an order that hasn't shipped?

No — reorder and remake are for Shipped orders. For an order in progress, use Request a change.

Does the app work on iPad?

Yes. Scanning works on iPad Pro models with Face ID. Other iPads can use Order History, reorders, remakes and messages, but cannot scan.

Can I use a computer instead?

Yes — sign in at elab.rxorthotic.com with the same login. The web portal shows the same orders and can do everything except scanning, plus invoices, payments and clinic admin.

How do I add another staff member or location?

Your clinic's admin can add them in Clinic admin on the web portal, or contact RX Orthotic.

Still stuck? Call (800) 798-9612 or email support@rxorthotic.com with your name, clinic and what you were doing, and we'll help.

RX Orthotic and RX Orthotic eLab are trademarks of RX Orthotic Inc. Richie Brace is a registered trademark of its owner. iPhone, iPad and Face ID are trademarks of Apple Inc. © 2026 RX Orthotic Inc.