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RX Orthotic eLab Web Portal — User Guide

RX Orthotic eLab web portal for clinics · elab.rxorthotic.com · Updated October 2026

The RX Orthotic eLab web portal lets your clinic do on a computer everything the RX Orthotic eLab iPhone / iPad app does — except scanning. You can send new orders with scan files, follow your orders, reorder and request remakes, ask RX Orthotic about an order, see and pay invoices, run reports, and manage your clinic's staff logins and ship-to addresses.

It uses the same login as the app and the same order system, so an order sent from the web is handled exactly like an order sent from the app.

In this guide
  1. Getting started and signing in
  2. Finding your way around
  3. Dashboard
  4. Sending a new order
  5. Order History
  6. Reorder and Remake
  7. Invoices, credit notes, payments and statements
  8. Reports
  9. Clinic admin: staff logins and ship-to addresses
  10. Contacting RX Orthotic
  11. Your account
  12. Patient privacy and security
  13. Troubleshooting and FAQ

1. Getting started and signing in

What you need

  • Your RX Orthotic eLab login — the email address and password you use in the iPhone / iPad app. If you don't have one, ask your clinic's admin, or email support@rxorthotic.com.
  • A current web browser: Chrome, Edge, Safari or Firefox on a computer, tablet or phone.
  • Access to your email (the first sign-in on each browser sends you a code).

Signing in

  1. Go to elab.rxorthotic.com.
  2. Enter your email and password, then click Sign in.
  3. First time on this browser? We email you a 6-digit sign-in code. Enter it and click Continue. The code works for 10 minutes.
  4. Leave Remember this browser for 90 days ticked on your own computer, so you won't be asked for a code again there. Untick it on a shared or public computer.

Your first sign-in

  • Terms of Use and Privacy Policy: read and accept them to continue (the same documents as in the app).
  • Choose your own password: if you were given a temporary password, you choose a new one (at least 8 characters). Your new password works in the app too.

Signing out

  • Click the sign-out icon next to your name at the bottom of the menu.
  • For your patients' privacy you are signed out automatically after 30 minutes without activity. Unsent orders are kept — see Sending a new order.
Forgot your password? Ask your clinic's admin to reset it, or email support@rxorthotic.com from the email address you sign in with, with your name and clinic. Never send your password by email.

2. Finding your way around

  • Menu (left): grouped into Overview (Dashboard, Reports), Orders (New order, Reorder, Remake, Order History), Billing (Invoices, Credit notes, Payments received, Statement) and Clinic (Clinic admin, Contact us, Account). On a phone, open the menu with the ☰ button.
  • Search (top): type a patient name, PO number or sales order number and press Enter to find an order.
  • Day mode / Night mode (top right): switch between a light and a dark screen. Your browser remembers your choice.
Billing pages and Clinic admin are only shown to your clinic's admin logins. Staff logins see orders, reports on orders, Contact us and Account.

3. Dashboard

The Dashboard is your clinic at a glance:

  • Needs attention: orders RX Orthotic is holding — a Question Order or On hold by Customer. Click one to answer, send the order form or release it.
  • In progress: orders received or in production.
  • Shipped · 30 days and Orders this month (with the trend for the last 12 months).
  • Open balance (admins): what is owed, with a shortcut to pay.
  • Orders per month chart — hover a bar to see the number — and Open orders by status.
  • Recent orders and Recent shipments — click any order to open it and track the package.

4. Sending a new order

Click New order, then Start a new order. The order has five steps; the bar at the top shows where you are, and you can go back to any finished step.

Your order is saved as you go — in this browser only. You can click Save and close and come back to it later from New order → Not sent yet. Unsent orders are not sent to RX Orthotic or stored anywhere else, they are not shared between computers, and they are deleted after 14 days.

Step 1 — Patient

  • Patient name / ID (required). Names of patients you have ordered for before are suggested as you type.
  • Sex (required) and Date of birth (optional).
  • Weight in lbs or kg, and Height in ft / in or cm.
  • Shoe size / width (required): the size first, then the width — for example 9.5 W or 10 2E. Choose US, UK or EU.
  • Feet: Both, Left only or Right only.
  • Child: tick for kids sizing and choose Toddler or Youth. For adults, choose the size scale (Men's / Women's) if the patient wears the other scale — it is noted on the order.

Step 2 — Product

  • Choose what we are making: Custom Foot Orthotics, Diabetic Inserts, AFO / Richie Brace® or Custom-Molded Shoes.
  • Choose what the scan is of: Foot, Foam box or Plaster cast.
Changing to a product with a different order form clears the prescription answers you have entered so far (you are asked first).

Step 3 — Prescription

  • Paper order form (optional): if you have already filled in a paper RX Orthotic order form, attach it (PDF or photo). RX Orthotic makes the order from it, so you don't need to fill in the form on screen.
  • Rush (next business day, upcharge) — for orthotics and diabetic inserts — and your Purchase order #.
  • The prescription form: the same sections and options as the RX Orthotic order form. Any section you leave blank uses the lab standard, and your clinic's own standards on file with RX Orthotic are applied automatically.
  • Diagrams: to mark an area (an off-load area, a sweet spot…), click Draw under the diagram and draw with the mouse, a finger or a pen. Undo removes the last line, Clear all removes them all, and Done finishes drawing.
  • Order notes: special requests for options that are not on the form. (For the Richie Brace, use the form's Special Instructions.)

Step 4 — Scans & photos

  • Ship to: choose the location (if your clinic has more than one).
  • Scans: drop the scan file of each foot onto its box, or click Choose file. Accepted: STL, OBJ, PLY and iMed (TechMed 3D / 3DsizeMe), up to 80 MB each. For an AFO, the scan must include the ankle and lower leg.
  • After a file is read you see its size and number of triangles — a quick check that it is the right file. Use Replace or Remove to change it.
  • Photos (optional): JPEG, PNG or HEIC, up to 25 MB each — for example the foot, the old device or the shoes. For custom-molded shoes you can add a photo of the weight-bearing tracing. Tick Photos will follow if you will send them later.
Only the shape is sent. STL, OBJ and PLY files are converted on your computer to a plain 3D shape before upload — file names and anything else stored in the file (scanners often store the patient's name) stay on your computer. iMed files can't be converted this way; they are sent to RX Orthotic's order system and to our order desk as they are, and the lab converts them.

Step 5 — Submit

  1. Check the summary: patient, product, ship-to, scans and files, and the prescription.
  2. Sales order(s) RX Orthotic will receive: exactly what our order desk will see — the items and the prescription text. Different device types become separate sales orders (one per design).
  3. Click Preview the order form (PDF) to see the filled-in RX Orthotic order form.
  4. If anything is missing (for example no device chosen and no paper form, or no scan), it is listed at the top and the send button stays off until it is fixed.
  5. Click Send order to RX Orthotic. When it is done you see the eLab order number (RXO-…) and the sales order number(s) (SO-…). The order shows in Order History as Received.
If the upload is interrupted, nothing is lost: the order stays in your browser, and sending it again completes the same order — it never creates a second one.

5. Order History

All your clinic's orders, newest first — including orders sent from the app, by email or by paper. Use the search box and the status filter to find an order, then click it to open it.

Order statuses

Status What it means
Received RX Orthotic has the order and is reviewing it.
In Production The device is being designed or fabricated.
Question Order RX Orthotic needs something from you — the reason is shown on the order (for example a missing order form). Answer it so production can continue.
On hold by Customer The order is on hold at your request. Release it when you are ready.
Shipped On its way or delivered — open it to track the package.
Cancelled The order was cancelled.

Inside an order

  • Items and prescription, totals, ship-to and shipping method.
  • Why this order is on hold — for a Question Order.
  • Tracking (shipped orders): the carrier, tracking number, latest status and a link to the carrier's website.
  • Invoice (shipped orders, admins): View PDF (opens in a new tab), Download, and Pay if something is still due.
  • Files: the sales order PDF and the files on the order, such as the order form PDF and photos.
  • Send the order form or photos: attach a PDF, JPEG, PNG or HEIC file to the order (tick This is the order form for an order form). It is added to the order and our order desk is notified so fabrication can start.

Ask RX Orthotic about an order

At the bottom of an order, choose what you need, add a message and click Send. RX Orthotic replies by email, and the request shows on the order until it is answered.

  • Answer RXO's question (Question Order) and Release from hold (On hold by Customer).
  • Question or comment — anything else about this order. It is emailed to orders@rxorthotic.com with the order's details.
  • Status update — for example if you need it by a certain date.
  • Request a change or Cancel the order — orders more than 24 hours old may already be in production; RX Orthotic will try, but it may not be possible.

6. Reorder and Remake

Reorder or remake any shipped order — from the menu (Reorder or Remake, which list your shipped orders newest first, with a search box) or from inside a shipped order.

  • Reorder: choose The same or With changes (describe the changes).
  • Remake: choose Both, Left or Right, and describe what is wrong and what should change.

A new scan is required

Every reorder and remake needs a new scan. Under Scan, choose one:
  • Upload a new scan (the default): add the new scan file of the foot or feet — STL, OBJ, PLY or iMed, up to 80 MB. For a remake of one side, only that side's scan is asked for.
  • Use the previous scan / mold: only if the patient's feet have not changed. You must tick the confirmation: Your confirmation, your name and the date and time are recorded on the new sales order.

Click Reorder or Request remake. A new sales order is created and shows in Order History as Received; with a new scan you also get a new eLab order number (RXO-…).

7. Invoices, credit notes, payments and statements

For your clinic's admin logins only. Billing questions? Click Billing question? on any billing page, or email invoice@rxorthotic.com.

Invoices

  • Your open balance and payment terms, and your invoices: Open, Paid or All. Click an invoice for its items and payments, or PDF to preview the invoice right on the page — with Download and Open in a new tab.
  • Credit available? An Apply credit to invoices button appears next to your balance — see Credit notes below.
  • Paying online: tick the invoices you want to pay and click Pay in the bar (it pays the open ones you ticked), click Pay full balance, or click Pay now on one invoice. Confirm the amount, pay by card or bank on Zoho's secure payment page, and you come back to the portal with a confirmation.
  • The payment is recorded on your account against those invoices automatically, and they show as Paid.
Your card details are safe. Payments are taken by Zoho Payments on their secure page. RX Orthotic never sees or stores your card or bank details.

A question about one document? Open the invoice, credit note or payment and use Ask a question or comment at the bottom. It is emailed to invoice@rxorthotic.com with that document's number, date and amounts, and we reply by email.

Several PDFs at once: on the Invoices, Credit notes and Statement lists, tick the box at the start of each row you want (the box in the heading ticks them all), then click Download PDF or Print in the bar at the bottom. The PDFs are combined into one file — one download, or one print job. Up to 50 at a time.

Credit notes

  • Your credit notes, the credit available (open credit notes) and where used ones were applied. PDF previews a credit note on the page; tick several to download or print them as one PDF.
  • Apply credit to your invoices: click Apply to invoices on an open credit note. Your open invoices are listed with the oldest filled in first; change the amounts if you like (never more than an invoice's balance or the credit left), then click Apply credit. The invoices' balances go down at once, and our billing team is notified.

Payments received

  • Every payment on your account, by any method — click one to see exactly which invoices it paid.

Statement

  • Choose From and To and click Show statement: the invoices, payments and credit notes in that period, with totals (invoiced, paid, credited) and today's balance.
  • Each line shows the date, the transaction, its number, the Reference (usually your PO number) and the Customer reference (the patient), the amount and what is still open.
  • Click an invoice or a credit note to preview its PDF on the page (with Download and Open in a new tab); click a payment to see the invoices it paid.
  • Print the statement itself: click Print at the top of the statement (or save it as a PDF from the print window).
  • Print or download the documents on it: tick the invoices and credit notes you want (the box in the heading ticks them all), then use Download PDF or Print in the bar at the bottom — they come out as one PDF.

8. Reports

Choose a period (the last 3, 6, 12 or 24 months).

  • Orders (everyone): orders, patients, shipped and average per month; orders and patients per month; orders by status; a month-by-month table; and patients with several orders. Click Export CSV to download the orders as a spreadsheet.
  • Billing (admins): invoiced, paid, open and overdue; invoiced and paid per month; the open balance by how late it is; and a month-by-month table, with Export CSV.
CSV files include patient names. They are created on your computer and saved there — store and share them as you would any patient record.

9. Clinic admin: staff logins and ship-to addresses

For your clinic's admin logins. To add another clinic admin, email support@rxorthotic.com.

Staff logins

  • Add a login: click + Add staff login, enter the person's name and email (the email is their sign-in name) and, if you have several locations, the locations they work at. A temporary password is shown once — give it to them; they choose their own password at their first sign-in. Logins work on the web and in the app.
  • Manage a login: click Manage to rename, change locations, Reset password (they get a new temporary password and are signed out everywhere) or Deactivate (they are signed out at once and can't sign in until you reactivate them).
  • Locations: staff assigned to locations see and order for those locations only. With no location ticked, they see all locations.

Ship-to locations

  • Add a location: click + Add location, choose the type, and enter the name, street, suite, city, state, ZIP and phone.
    • Our clinic address — one of your own offices. It is added to your RX Orthotic account, and orders ship there like your other locations.
    • Drop-ship address — another place you often have orders shipped to (for example a care facility). It is put on each order shipped there. Please don't save patients' home addresses as locations.
  • Edit or remove a location with Edit. Tick Main location for your default ship-to. Addresses already on your RX Orthotic account can be renamed but not changed — email support@rxorthotic.com to change one.

10. Contacting RX Orthotic

  • About one order? Open it in Order History and use Ask RX Orthotic — your request is filed with that order.
  • Anything else? Go to Contact us, choose Orders and the lab or Billing, write your message and click Send message. We reply by email.
For Email
Orders, prescriptions, scans, shipping, remakes orders@rxorthotic.com
Invoices, statements, payments, credits invoice@rxorthotic.com
Sign-in, logins and website help support@rxorthotic.com

11. Your account

  • Change password: enter your current password and the new one twice. Your other devices — including the app — are signed out and use the new password.
  • Sign out everywhere: signs you out of every browser and the app, and every browser will need an emailed code again. Use it if you think someone else has used your login.
  • Name, email or clinic wrong? Ask your clinic's admin, or email support@rxorthotic.com.

12. Patient privacy and security

  • Patient names are kept only in RX Orthotic's order and billing system and on your own computer — never in the website itself. Order History, invoices and reports are read live from the order system when you open them.
  • Unsent orders stay in your browser only, and are deleted after 14 days.
  • Scan files are reduced to the 3D shape on your computer before upload (see Step 4).
  • Your login is personal — don't share it. On a shared computer, untick Remember this browser and sign out when you are done. You are signed out automatically after 30 minutes without activity.
  • Online payments are handled by Zoho Payments; RX Orthotic never sees your card or bank details.

13. Troubleshooting and FAQ

I didn't get the sign-in code.

Check your spam or junk folder for an email from RX Orthotic eLab. The code works for 10 minutes; if it expired, go back and sign in again for a new one. If you asked for many codes in an hour, wait a while before trying again.

"Your session has ended — sign in again."

You were signed out after 30 minutes without activity, or your password was changed or reset. Sign in again; unsent orders are still there.

My scan file won't upload.

Use an STL, OBJ, PLY or iMed file of 80 MB or less. If the file is damaged or has no triangles you'll see a message — export it again from your scanner software. If a scan shows very few triangles, check it is the right file.

The upload stopped half way.

Check your internet connection and click Send order to RX Orthotic again — it finishes the same order, never a second one.

I don't see Invoices or Clinic admin.

They are for your clinic's admin logins. Ask your admin, or email support@rxorthotic.com if you should be an admin.

An order is missing from Order History.

If your login is assigned to certain locations, you only see orders shipped to those locations. Ask your clinic's admin to change your locations, or search by the sales order number.

Do I need a new scan for a reorder or remake?

Yes — upload a new scan, or tick the confirmation that RX Orthotic may use the previous scan / mold on file (see Reorder and Remake).

Can I still use the iPhone / iPad app?

Yes. The app and the web portal use the same login and show the same orders. Scanning is done in the app; everything else can be done in either.

Can I finish an order on another computer?

No — unsent orders are kept in the browser you started them in, for privacy. Finish and send it there.

Still stuck? Email support@rxorthotic.com with your name, clinic and what you were doing, and we'll help.