Frequently Asked Questions 


Account Concerns 

FOR REPS:

+ Q1: HOW DO I FIND THE LOGIN INFORMATION FOR ONE OF MY PROVIDER'S PRACTICES?

Step 1: Ask your provider to share their login credentials.

Step 2: If the account has been inactive for an extended period of time, please reach out to your account manager to reset their password.

Step 3: Ensure that everyone who needs the new credentials is notified of the password reset.

+ Q2: DOES AN ACCOUNT ALREADY EXIST FOR MY PRACTICE?

This requires a manual search by one of our account managers. Please contact us at customerservice@newlooknow.com for more assistance.

For Providers:

+ Q3: HOW DO I RESET MY PASSWORD?

First visit www.newlooknow.com/user and click on “Forgot Password.” An email will be sent to your account's email address with a temporary password. Please contact your account manager if you still run into any issues after receiving your new password.

+ Q4: WHY CAN'T I LOG IN?

Make sure you are not trying to use your New Look Now credentials in the Ultherapy portal. Go here: www.newlooknow.com/user. Please use the username & password that was provided in your welcome New Look Now email.


Visualizer Concerns 

+ Q1: HOW DO I ADD AN OPTION OR VARIATION TO AN EXISTING ORDER?

Just tell us what you'd like to add and we’ll adjust the order. It will generally take 5-15 minutes to process your request depending on the current volume of orders and the complexity of variation.

+ Q2: WHERE IS MY ORDER? / WHAT BUCKET IS MY ORDER IN?

You can find each patient by name or email using the search bar.

+ Q3: WHY CAN’T I SEE THE IMAGE ON THE TOGLER PAGE?

Your order might still be processing. Please check back with us in a few minutes. If you still don't see your order, please contact us at customerservice@newlooknow.com.

+ Q4: WHY CAN’T I SEE THE VARIATION THAT WAS ADDED TO MY ORDER?

1: Your order might still be processing. Please check back with us in a few minutes. If you still don't see your order, please contact us at customerservice@newlooknow.com.

2: Your variation will generally be the last image in the order. While on the toggler page, click the >> button next to (or below) the toggler to view the next set of images. Scroll until you find the variation that you're looking for.

3: Your variation might not have been created yet. Please make sure the variation was requested by asking us for a variation.

+ Q5: HOW DO I UPLOAD AN IMAGE FOR AN ORDER?

This process requires multiple steps and is dependent on the workflow that you are using, i.e. iPad vs desktop.

In general, please click on the “Create Order” dropdown in the main menu (at the top of dashboard). Then click on the visualizer type you want to create (New Look Now, Ultherapy, NeoGraft). You will only be able to see the visualizer types that are enabled on your account. Please contact us at customerservice@newlooknow.com if your visualizer type is missing.

+ Q6: IT’S BEEN 30 MINUTES. WHY HASN'T MY ORDER BEEN COMPLETED YET?

Please try refreshing the page. We are currently working on providing a popup notification upon the completion of your order. For now, please refresh the page and wait patiently to see your simulation results in your dashboard.

+ Q7: WHY AM I GETTING AN ERROR MESSAGE THAT READS “UPLOADS ARE NOT BEING ACCEPTED AT THIS TIME, PLEASE CHECK BACK LATER"?

You are receiving this error message because you're on the wrong page. Please go to www.newlooknow.com/user to login and upload through your dashboard.


Event Concerns 

+ Q1: HOW DO I KNOW IF I HAVE SCHEDULED AN EVENT?

Please check if there is a record of past or upcoming scheduled events in your dashboard. If you don't see any upcoming scheduled events, please email customerservice@newlooknow.com to confirm your event request. Please ensure that you submit a request 7 business days prior to event day. Late event requests are not guaranteed coverage.


Widget Concerns

+ Q1: HOW DO I REQUEST THE NEW WIDGET CODE?

Please email customerservice@newlooknow.com or follow this link to fill out your widget code request.

+ Q2: MY WIDGET CODE IS INSTALLED. SO WHY IS THE POPUP WINDOW NOT APPEARING?

1: Please double check that your widget code was pasted in the correct place. Copy and paste the script just above the closing tag in the header on your website to activate the widget. Repeat this on all of the pages that you want to install the widget on.

2: Try to avoid using Internet Explorer. This browser no longer keeps their product updated and does not function properly with our product upgrades.

3: Still having trouble? Please email for customerservice@newlooknow.com more assistance.

+ Q3: MY WIDGET CODE IS INSTALLED. WHY DOESN'T THE PAGE LOAD WHEN I CLICK ON THE POPUP?

Please email customerservice@newlooknow.com to have us check your affiliate settings.