Account Information

I’ve forgotten my password. How do I reset it?

Click on the “Forgot Password” link on the homepage or visit https://starfixdirect.fh-co.com/my-account/lost-password/ and provide your email in the text field on that page. Once you have submitted your account email address you will receive an email with further instructions to set a new password.

My email address has changed. How do I update this information on my current account?

For our record keeping purposes you will have to contact us to update any account information for you, with the exception of updating or setting a new password.

How do I add additional colleagues to a particular case?

Other users assigned to the same hospital as you will be able to see all your active cases. If you or another colleague want to be added to a certain hospital after registering, contact us so that we can process your request. You can see what hospitals you are connected to in your account information in the sidebar on the homepage or in the dashboard of your Account Page https://starfixdirect.fh-co.com/my-account/.

How do I change my notification preferences?

To see your current notification settings, log into the site and view the account sidebar (or at the bottom of the page on mobile devices) on the homepage. You will either be set to “Yes” or “No” to receive notifications for all your cases. Notification triggers are predetermined on the site; toggling notifications on or off is the extent to which you can control them.


Using the site

How do I upload a plan/production file?

When the option to do so is available, visit an active case page and click on the appropriate form button in the sidebar (or at the bottom of the page on mobile devices) of the case page. After clicking on the form button, a form will appear in its place with the fields required to upload and submit a plan/production file.

What type of files are acceptable?

PAK and ZIP Files are the only surgical files that can be uploaded when planning a case, but you do have the option of including JPG, JPEG, PDF, and PNG files as well.

Can I upload multiple files at once?

Yes, you are able to upload two separate surgical files in one form submission, with the addition of up to six image files. Only one surgical file is required to submit a form requesting a surgical file; images are all optional.

How do I know that my file has been reviewed?

If you have your notifications turned on you will receive an email notifying you of when an FHC administrator has reviewed your file. You can also check the case itself to see if your files have been reviewed. If so, a list item stating the PAK or ZIP file you have uploaded has been reviewed.

How do I review my platform plan from FHC?

If there is a file for you to review and you have notifications turned on you will receive an email notifying you that there is a file for review. You can also check the case itself to see if a file is awaiting your review. If so, a list item stating that a file is waiting on your review or changes will be showing in the case and a form button asking for either your approval or a new file will be displayed in the sidebar (or at the bottom of the page on mobile devices).

Why have my menu options changed for a case?

Menu options in the sidebar (or at the bottom of the page on mobile devices) will change based on the activity on each case. What form buttons you see will depend on the activity of the case so far. For example, if there is a file pending review for a case, the menu options will now be asking for you to either approve a file or upload a different one.

Once I have uploaded my files, when can I expect to hear from an FHC Engineer?

Within two business days of submission. If your notifications are turned on you will receive an email notifying you of important updates to the case.

What happens if the date for the case changes?

You have the option up until the shipping phase to either postpone, reschedule, or cancel a case. If you choose one of these options at anytime during a case an FHC administrator will be notified immediately of the case change. You can also request an FHC administrator to preform these actions for you in the contact us form on the site. All actions that take place on the case will be displayed in the case itself, which you can see at any time.

How long are cases active before being archived?

Cases are active until you or an FHC administrator archives a case after the platform has been marked as received or the case is cancelled. Files within a case that has been archived may not be accessible after 30 days of being archived. To see a list of archived cases, log into the site and click on the link in your account sidebar (or at the bottom of the page on mobile devices) on the homepage that says “View Archived Cases”