Help & FAQ

How to send us your scan, what happens next, how to get your report, and answers to common questions.

A quick guide to getting started Not sure where to begin? This short video walks you through uploading your scan and getting your second opinion, step by step. Most people find it answers everything before they even reach the FAQs.

Getting started: your account

To keep your medical data private and secure, you need a free account before you can upload anything.

1. On the upload page, choose Create your account and complete the short registration form.
2. Confirm your email address if asked.
3. You will land back on the page you started from.

Already registered? Just choose Log in. Everything you do — your cases, their status, and your finished reports — lives in your account.

Submitting a case: the three steps

Sending us a scan takes three steps. A progress bar at the top of each page shows where you are.

Step 1 — Upload your scan

Select your DICOM files (the standard format medical scans are stored in). You can either select the whole folder — every file inside is uploaded automatically — or upload a ZIP file, which we open for you.

Step 2 — Add your details

Fill in a short questionnaire about your symptoms and clinical history. This helps the radiologist understand what to look for. You can also attach existing documents — for example a previous report or referral letter (PDF or JPEG). This is optional.

Step 3 — Payment

Pay securely for your second opinion. The price depends on your country and is always shown in your local currency before you pay — see Payment & billing. Payment is handled by Stripe; we never see or store your card details. As soon as your payment is confirmed, your case is sent to the radiologist.

Finding and uploading your scan

Where are my scan files?

Your imaging centre usually gives you your scan on a CD, DVD, USB drive, or download. To find the files:

1. Insert the disc or connect the drive to your computer.
2. Open it and look for a folder named DICOM or IMAGES. That folder contains your scan.
3. On the upload page, choose Browse files and select that folder. All the files inside upload automatically.

DICOM files often have no file extension or end in .dcm — that is normal. You do not need to rename anything.

Uploading a ZIP file instead

If your scan came as a single .zip file, use the Upload a ZIP file option. We open the ZIP, find the scan files inside, and upload them for you.

File limits and what we accept

• Accepted: DICOM image files (with or without a .dcm extension), or a ZIP containing them.
• Maximum size: up to 50 MB per file.
• Automatically skipped: a DICOMDIR index file (it isn’t an image and isn’t needed) and any non-image files mixed into the folder.

After you submit

Once your payment is confirmed, your case goes to the radiologist. You can track its progress any time from your account. A case moves through these stages:

Status	What it means
Submitted	We’ve received your scan and details. Waiting for the radiologist.
Under review	The radiologist has opened your case and is reviewing it.
More information requested	The radiologist needs something else from you — for example another scan series or a clearer document.
Complete	Your report is finished and ready to download.

If your case shows “More information requested,” open it in your account and use the options to add the scan or document the radiologist needs (see Adding to an existing case).

Your report

How you’ll know it’s ready

When your report is finished, we email you: “Your second opinion report is ready.” For your privacy, the email contains only a link to your account — never the report itself or any medical details.

Downloading it

1. Log in and go to your case.
2. Open the case and choose Download Report.
3. Your report opens as a PDF you can save or print.

Asking the radiologist a follow-up question

After your payment is confirmed, you can ask follow-up questions about your case directly from your case detail page.

• Type your question and send it. You can attach up to 3 files (PDF, JPEG, or PNG, up to 10 MB each).
• When the radiologist replies, we email you: “Your radiologist has responded to your question.” As with all our emails, it contains only a link to log in — no medical details.
• Open your case to read the reply and any attachment the radiologist included.

Questions and answers stay attached to your case so you always have the full conversation in one place.

Adding to an existing case

You don’t have to send everything at once. From your account, each case has options to:

• Add a scan — upload additional DICOM files to the same case.
• Add documents — attach more reports or letters (PDF or JPEG).
• Add details — provide extra clinical information.

This is also how you respond when the radiologist has requested more information.

Payment & billing

• Payment is handled securely by Stripe. We never see or store your card details.
• Your case is only sent to the radiologist after payment is confirmed.

Price

The price depends on your country and is always shown in your local currency at checkout before you pay. Current prices:

Currency	Price
Euro (EUR)	€199
British Pound (GBP)	£170
US Dollar (USD)	US$189
Australian Dollar (AUD)	A$299
Canadian Dollar (CAD)	CA$310
Singapore Dollar (SGD)	SGD 290
Norwegian Krone (NOK)	NOK 2,200
Chinese Yuan (CNY)	CN¥1,490
Brazilian Real (BRL)	R$1,200

If your payment fails

A payment can fail for everyday reasons: card details entered incorrectly, insufficient funds or an expired card, or your bank declining the transaction (often a routine security check — contact your bank if it keeps happening).

Your scan and details are safely saved. To try again, go to your account, find your case, and restart the payment from there.

Privacy & data security

Protecting your medical data is central to how this service is built.

• Encrypted everywhere — in transit and at rest.
• Stored in the EU — on secure servers inside the European Union.
• Never on the website itself — your scans, reports, and answers are kept in a dedicated secure medical store, not the website’s own database.
• Never shared — we do not share or sell your imaging data to third parties.
• GDPR & HIPAA-aligned handling throughout.

Your data rights (GDPR)

You can request a copy of your data or ask us to delete your data at any time. Email us at info@radiologyprime.com and we’ll handle your request.

Technical tips

• Use an up-to-date browser — the latest Chrome, Firefox, Safari, or Edge.
• Upload from a computer for the folder-upload feature. It works best on a desktop or laptop; phones and tablets may not support it.
• Keep the window open while your scan uploads. Once the progress bar reaches the end you’ll move to the next step automatically.
• A stable internet connection helps large scans upload smoothly.

Frequently asked questions

Do I need an account?

Yes — a free account keeps your medical data private and secure. You create it the first time you visit the upload page.

What format does my scan need to be in?

Standard DICOM files, which is what imaging centres provide. They may have no file extension or end in .dcm — both are fine. You can also upload a ZIP file containing them.

My scan is on a CD or DVD. What do I do?

Insert it, open it, find the folder named DICOM or IMAGES, and select that folder on the upload page. Everything inside uploads automatically.

I selected my folder and nothing seems to happen.

Large scans contain thousands of files and take a few seconds to read. You’ll see a “Reading your files…” spinner — that means it’s working. Please wait for it to finish.

It says “No DICOM files detected.”

The selected folder didn’t contain recognisable scan files. Try selecting the DICOM/IMAGES sub-folder instead, double-check the disc, or use the ZIP upload option if your scan is a .zip file.

How big can my files be?

Up to 50 MB per file. A study can contain many files — that’s expected.

How much does it cost?

The price depends on your country and is shown in your local currency at checkout — see Payment & billing for current prices.

How long until I get my report?

A report is typically ready within 24 hours. We email you as soon as it’s ready.

How will I know my report is ready?

We email you a link to log in. The email never contains medical details — just a secure link to your account.

How do I download my report?

Log in, open your case, and choose Download Report. It opens as a PDF.

My download link doesn’t work.

Download links are time-limited for security. Just open your case again and choose Download Report — a fresh link is created instantly. You can download as often as you like.

Can I add more scans or documents later?

Yes. From your account, each case has options to add a scan, add documents, or add details.

The radiologist asked for more information — what now?

Open the case in your account and use the add options to upload the extra scan or document requested.

My payment failed.

Your scan and details are saved. Go to your account, find the case, and restart the payment. See Payment & billing for common reasons.

Can I ask the radiologist a question?

Yes — after payment, you can ask follow-up questions from your case page and attach files if needed. You’ll get an email when the radiologist replies.

Is my data safe? Who can see it?

Your data is encrypted, stored in the EU, kept out of the website’s own database, and never shared with third parties. Only you and the reviewing radiologist can access your case.

Can I delete my data?

Yes. Email info@radiologyprime.com to request a copy of your data or its deletion.

Can I use my phone?

You can view your cases and reports on a phone, but uploading a whole scan folder works best on a computer.

Still need help?