Practice Changes & Account Updates
Have changes or updates to your Tops that need our assistance. We are here to help. Below are a list of FAQs and guidance on who to contact.
Please remember when sending a text or email, that we must have the following information included:
- Your Name
- Practice Name
- Orthodontist Name
- Contact Details
Not including this information will delay the response time to your request.
Accounting
Q: I need to update my credit card on file with Tops.
A: Please email [email protected].
Q: I have questions about my Tops invoice.
A: Please email [email protected]
A: I would like to discontinue my Tops service or one of the services I use through Tops.
Q: Please Email to [email protected]
Location Changes
Q: I need to update my location details (address, city, state, zip, email, website)
A: : Please contact Tops Support at +1 770.627.2527. You can also email Tops Support at [email protected] or send a text with your question to 770.406.0685. A database form will need to be emailed to the orthodontist in order to update your Tops database with any changes. Once the form is submitted, we can move forward with your request.
Q: I need to update my practice name.
A: If there are no changes to your Tax ID, please contact Tops Support at +1 770.627.2527. You can also email Tops Support at [email protected] or send a text to 770.406.0685 with your question. A database form will need to be emailed to the orthodontist in order to update your Tops database with any changes. Once the form is submitted, we can move forward with your request.
Q: I recently purchased a new location. How can I add the location to my appointment book?
A: Please email [email protected]. There are several forms that need to be complete and signed before any changes can be made to your server.
Q: I am selling my Tops practice. What are my next steps for a smooth transition?
A: Please email [email protected]. There are several forms that need to be complete and signed for new ownership before any changes can be made to your server.
Q: I am a new owner of a Tops practice. What are my next steps?
A: Please email [email protected]. There are several forms that need to be complete and signed for new ownership before any changes can be made to your server.
Q: I need to close a location. What are my next steps?
A: Please contact Tops Support at +1 770.627.2527. You can also email Tops Support at [email protected] or send a text to 770.406.0685 with your question. A database form will need to be emailed to the orthodontist in order to close the location. Once the form is submitted, we can move forward with your request.
Q: I need to reassign patients to a different location.
A: Please contact Tops Support at +1 770.627.2527. You can also email Tops Support at [email protected] or send a text to 770.406.0685 with your question. A database form will need to be emailed to the orthodontist in order to update your Tops database with any changes. Once the form is submitted, we can move forward with your request.
Orthodontist and Staff Member Updates
Q: I need to add a new employee to my Tops.
A: Please reference this article. Add a New Staff Member
Q: I need to make updates to a staff member or orthodontist's name.
A: Please email [email protected] the requested changes to the staff member's name. Our Tops Support team will complete this request for you upon receipt of the email.
Q: We have a new orthodontist/associate that will need to be added to Tops.
A: Please email [email protected]. A form to add the new orthodontist will need to be completed. Please make sure to include the name of the practice and contact information of the person that will need to complete the request in your email.
Q: I need to reassign patients to a different orthodontist.
A: Please contact Tops Support at +1 770.627.2527. You can also email Tops Support at [email protected] or send a text to 770.406.0685 with your question. A database form will need to be emailed to the orthodontist in order to reassign patients. Once the form is submitted, we can move forward with your request.
Q: I need to make a staff member or orthodontist login inactive in my server. How can I do this?
A: Go to TopsOrtho>Practice Set-up>Staff/Security. Select the staff member's name and uncheck the Active box. If making an orthodontist inactive, please call Tops Support to assist with some helpful details to consider prior to doing so.
Claims
Q: I have a claim validation error that I cannot resolve, even after reviewing Common e-Claim Rejection Reasons.
A: Please contact Tops Support at +1 770.627.2527. You can also email Tops Support at [email protected] or send a text to 770.406.0685 with your question. If changes are needed in your database, a database form will need to be emailed to the orthodontist in order to update your Tops database with any changes.
Q: The information on my claims does not reflect accurate information (i.e. Provider NPI, Pay-to Address, Tax ID etc.)
A: Please contact Tops Support at +1 770.627.2527. You can also email Tops Support at [email protected] or send a text to 770.406.0685 with your question. If changes are needed in your database, a database form will need to be emailed to the orthodontist in order to update your Tops database with any changes.
Migrations/Exports/New Hardware
Q; I have a question about my scheduled export.
A: Please email [email protected]. You can also text 770.406.0685 and we will make sure that our Integration team receives your callback request.
Q: I have a question about my scheduled migration to a new server or a Lightening Cloud server.
A: Please email [email protected]. You can also text 770.406.0685 and we will make sure that our Integration team receives your callback request.
Q: I would like more information on a new server or moving to Lightening Cloud.
A: Please email [email protected]. You can also text 770.406.0685 and we will make sure that our Integration team receives your callback request.
Q: I would like to purchase new computers for my office.
A: Please email our hardware specialist at [email protected].
Adding Services
I am interested in adding a service that Tops offers. Who should I contact?
A: Please use the contact listed next to the requested service
Gaidge Analytics - [email protected]
Gaidge Consult Manager (GCM) - [email protected]
Gaidge Online Forms - [email protected]
EasyRx - [email protected]
eClaims - [email protected]
TopsPay - [email protected]
TopsDPX - [email protected]
BracesAcademy - [email protected]
Hardware - [email protected]
Lightening Cloud upgrade - [email protected]
You may also contact Tops Support for any new service related questions and they will have the appropriate team member reach out.
Phone: +1 770.627.2527
Texting: +1 770.406.0685
Email: [email protected]
TopsPay
Q: I need to update my bank account information with my TopsPay merchant account.
A: Please visit this article. Change My Bank Account Information with TopsPay. Note that if you are updating your TopsPay information due to a change of ownership, please reach out to [email protected] first before updating your bank account information.
Q: I need to update practice information (i.e. address, phone, email) on my TopsPay merchant account.
A: Please contact Tops Support at +1 770.627.2527. You can also email Tops Support at [email protected] or send a text to 770.406.0685 with your question. To make changes to a merchant account, you will be emailed a TopsPay Merchant account to complete before the merchant account can be updated.
Still Need Help?
Helpful Resources:
Tops Support
Phone: +1 770.627.2527
Texting: +1 770.406.0685
Email: [email protected]
Knowledge Base and Manuals (Downloadable):
Knowledge Base: help.topsortho.com
Tops Ortho: Tops Ortho manual
*Please know that our Tops Ortho manual has not been updated since 2016. It is still a great resource for you and the staff, offering in-depth details on core Tops Ortho application features.
TopsEcho: topsEcho manual
TopsCheck-in: topsCheck-In manual
TopsChecklist: topsChecklist manual