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, call +1 800-328-9352

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

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

 

3E Business Development 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

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
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

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

 

2021 North America Support Holidays

United States - 2021 Support Holidays
January 1 New Year's Day (observed)
January 18 Martin Luther King Day
February 15 President's Day
May 31 Memorial Day
July 5 Independence Day (observed)
September 6 Labor Day
October 25 Mental Health Day
November 25 & 26 Thanksgiving Day & Day after Thanksgiving
December 24 Christmas Day (observed)
December 31 New Year's Day 2022 (observed)
Canada - 2021 Support Holidays*
January 1 New Year's Day
February 15 Family Day
April 2 Good Friday
May 24 Victoria Day
July 1 Canada Day
August 2 Civic Holiday
September 6 Labour Day
October 11 Thanksgiving Day
October 25 Mental Health Day
November 11 Remembrance Day
December 27 Christmas Day
December 28 Boxing Day (observed)

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

2021 EMEA Support Holidays

United Kingdom - 2021 Support Holidays
January 1 New Year's Day
April 2 Good Friday
April 5 Easter Monday
May 3 Early May Bank Holiday
May 31 Spring Bank Holiday
August 30 Summer Bank Holiday
October 25 Mental Health Day
December 27 Christmas Day (observed)
December 28 Boxing Day (observed)

 

2021 EMEA Support Holidays - ENVISION

United Kingdom - 2021 Support Holidays
January 1 New Year's Day
October 25 Mental Health Day
December 27 Christmas Day (observed)
December 28 Boxing Day (observed)

 

Asia Pacific - 2021 Support Holidays*

Australia - 2021 Support Holidays
January 1 New Year's Day
January 26 Australia Day
April 2 Good Friday
April 5 Easter Monday
April 26 Anzac Day (observed)
June 14 Queen's Birthday
October 4 Labour Day
October 25 Mental Health Day
December 27 Christmas Day (observed)
December 28 Boxing Day (observed)

*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 Email Support: elitecustomer.careteam@thomsonreuters.com
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

3E3.0
Enterprise3.11
ProLaw2021.1
Reporting and Analytics Foundation (Enterprise)2.5.2
Reporting Essentials (Enterprise)2.5.2
WebView (Enterprise)5.6
3E TemplatesSaaS Platform, On-Prem platform v3.0.4.1, Solution Manager 3.4.0
3E Paperless Proforma2020.1
Document Studio (Enterprise)5.11
Envision2014.1 Supported to end of 2021
3E MatterSphere8.1
Business Development Data Engine19.1
3E Workspace5.0
3E Workspace MobileiOS 2.13 and Android 1.12
3E Image Connect4.0.x and 4.5x (Enterprise); 4.5.x (3E)
3E Data Insights3.1
Note: Cloud SaaS products are always “Current” and not listed here