At Thomson Reuters Elite, we are committed to delivering accessible and responsive support and customer care. From simple Q & A to advanced product performance, logging into the Elite Customer Portal  is your first step.

Log into the Customer Portal
The Customer Portal is the secure gateway for all Elite clients. If you know your Customer ID, go direct to the Portal and log in for help now.

If you do not have an Elite Customer ID or have issues logging in, email Elite Portal Assistance

Business Question?
For billing, invoice or financial questions on your Elite products, email the Customer Care Team

OR

Download the Customer Care Team overview.

The Portal includes:

  • Education options
  • Training resources
  • Elite Community peers and experts
  • Education Services Hub
  • Elite Download Center

Contact information and global support service hours for 3E and Enterprise, 3E Business Development, 3E Mobile Workspace, Engage, Envision, 3E MatterSphere and ProLaw are listed in the table below.

 

Product Support

3E & Enterprise Support

Phone Support by Location

US Support: +1 800-354-8337
Business Hours: Monday-Friday: 6:00AM - 5:30PM (PST)

UK Support: 0800-0151631 within UK
or +44 20 3684 7842 outside UK
Business Hours: Monday-Friday: 8:00AM – 6:00PM (GMT)

Australia Support: 1800 118053
New Zealand Support: 0508 555605
Hong Kong Support: 30021289
Singapore Support: 1800 8232196
Malaysia Support: 1800 884612

ProLaw Support

To view or open incidents, please go to the Customer Portal.

For online education and self-service support, visit the Knowledge Base.

For immediate assistance regarding URGENT SYSTEMS DOWN incidents, please contact the appropriate product support team via the phone numbers listed below.

To obtain a customer support login and password, please have your company's key ProLaw Support contact call our Dispatch Team via the phone numbers listed below.

ProLaw Support:  +1 888-877-6529, option 3

Business Hours
Monday – Friday: 7 AM - 6 PM (Mountain Time)

 

3E Business Development Support

Phone Support by Location

US Support: +1 800-354-8337, option 6
Business Hours: Monday-Friday: 6:00AM - 5:30PM (PST)

UK Support: 0800-0151631 within UK
or +44 20 3684 7842 outside UK
Business Hours: Monday-Friday: 8:00AM – 6:00PM (GMT)

Australia Support: 1800 118053
New Zealand Support: 0508 555605
Hong Kong Support: 30021289
Singapore Support: 1800 8232196
Malaysia Support: 1800 884612

3E MatterSphere Support

Registered IT support staff can log requests via the Thomson Reuters Elite Customer Portal. This site also provides access to the Community, Education Services Hub and Knowledge Base.

Phone Support by Location

US Support: +1 800-354-8337, option 5
Business Hours: Monday-Friday: 6:00AM - 5:30PM (PST)

UK Support: 0800-0151631 within UK
or +44 20 3684 7842 outside UK
Business Hours: Monday-Friday: 8:00AM – 6:00PM (GMT)

Australia Support: 1800 118053
New Zealand Support: 0508 555605
Hong Kong Support: 30021289
Singapore Support: 1800 8232196
Malaysia Support: 1800 884612

Engage Support

To contact customer support online, please login to the Thomson Reuters Elite Customer Portal with your email or customer number and password.

US Support: (800) 354-8337, option 7
Business Hours: Monday-Friday: 8:30AM – 5:30PM CST

UK Support: 0800-0151631 within UK
or +44 20 3684 7842 outside UK
Business Hours: Monday-Friday: 8:00AM – 6:00PM (GMT)
UK Upgrade Support Email

Australia Support: 1800 118053
New Zealand Support: 0508 555605
Hong Kong Support: 30021289
Singapore Support: 1800 8232196
Malaysia Support: 1800 884612

Envision Support

Envision software updates and documentation can be accessed from the Thomson Reuters Elite Knowledge Base.

Envision support is available through the Thomson Reuters Elite Customer Portal.

Once you are inside the Customer Portal, you will be able to submit a service request and view your entire service request history.

Submitting a support request is simple:

  1. Login in to the Customer Portal
  2. Enter your email or customer number
  3. Enter your password

Each contact within your company must be setup to have access to these support sites. Passwords are case sensitive and unique for each contact. If you need to obtain a login for the Client Page or Customer Portal, please call the number below.

Envision Support: 0800-0151631 within UK
or +44 20 3684 7842 outside UK

Support Hours: Monday-Friday: 9:00AM – 5:30PM (GMT)

HOLIDAY SUPPORT SCHEDULE

Support Holiday Schedule by Region

 

2017 North America Support Holidays

United States - 2017 Support Holidays
January 2 New Year's Day (observed)
January 16 Martin Luther King Day
February 20 President's Day
May 29 Memorial Day
July 4 Independence Day
September 4 Labor Day
November 23 Thanksgiving Day
December 25 Christmas Day
Canada - 2017 Support Holidays*
January 2 New Year's Day (observed)
February 20 Family Day (Alberta only)
April 14 Good Friday
May 22 Victoria Day
July 3 Canada Day
August 7 Civic Holiday
September 4 Labour Day
October 9 Thanksgiving Day
November 13 Remembrance Day
December 25 Christmas Day
December 26 Boxing Day

*After hours support will be available to Canadian-based clients during non-Canadian holidays.

2017 EMEA Support Holidays

United Kingdom - 2017 Support Holidays
January 2 New Year's Day (observed)
April 14 Good Friday
April 17 Easter Monday
May 1 Early May Bank Holiday
May 29 Spring Bank Holiday
August 28 Summer Bank Holiday
December 25 Christmas Day
December 26 Boxing Day

 

2017 EMEA Support Holidays - ENVISION

United Kingdom - 2017 Support Holidays
January 2 New Year's Day (observed)
December 25 Christmas Day
December 26 Boxing Day

 

Asia Pacific - 2017 Support Holidays*

Australia - 2017 Support Holidays
January 2 New Year's Day (observed)
January 26 Australia Day
April 14 Good Friday
April 17 Easter Monday
April 25 Anzac Day
June 12 Queen's Birthday
October 2 Labour Day
December 25 Christmas Day
December 26 Boxing Day

*Please contact your local support team for clarification of holiday hours.

 

Mobile Support

To use the Elite Mobile Application for iPad, your organization must be a user of either 3E Mobile Workspace, 3E Business Development, ProLaw XII - Release 3*, or Envision – Release 11.

Before the Elite Mobile application can be used, it requires the installation and configuration of the Mobile Gateway onto a server within your organization’s infrastructure. If your organization has not had the Mobile Gateway configured, please contact your Elite Account Manager.

The use of the application also requires a login ID, password and mobile gateway server URL. Please contact your IT staff for assistance with the initial setup of your device.

Elite Mobile application support is available for up to five (5) named customer contacts provided by your organization at the time the Mobile Gateway installation agreement was signed. End users of this app should contact their organization’s mobile support named contacts or IT staff for assistance.

Mobile Support Contacts

If you are an authorized Elite Mobile Customer Contact for your organization with a Valid Support Contact ID and password, you can access the following resources for additional assistance:

Elite Mobile Support +1 800-977-6529
Envision +44 (0) 131 555 9701.

Access the Thomson Reuters Elite Customer Portal for opening or viewing your Service Requests.

Use the Knowledge Base, which features 24x7 access to on-line education and self-service support.

Access the Thomson Reuters Elite Mobile Privay Statement

Current Software Releases

3E2.8
Enterprise3.11
ProLaw2017.1
Reporting and Analytics Foundation2.5
Reporting Essentials2.5
WebView5.6
3E Design Gallery3.0.0
3E Paperless Proforma4.5.1
Engage1.18.MR6
Document Studio5.11
eBillingHub2.1.83
Envision2014.1
3E MatterSphere7.2
Business Development Suite16R1
3E Financial Reporting2.1
3E Business Development Premier2017.1
3E Workspace2016.2
3E Workspace Mobile2.2
3E Image Connect4.5