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3E

Customer support


We are committed to delivering accessible and responsive support and customer care to our 3E customers. From simple Q & A to advanced product performance, logging into the Customer Portal is your first step.

Log in to the Customer Portal
The portal includes education and training resources, Community peers and experts, Education Services Hub, Download Center, Knowledge Base, and self-service support.

If you know your Customer ID, go directly to the Portal and log in for help now. If you do not have a Customer ID or have issues logging in, email Elite Portal Assistance.

Account support
For billing, invoice, or financial questions on your products, call +1 800-328-9352.

Useful links

Contact information and global support service hours for 3E and Enterprise, 3E Business Development, Envision, and 3E MatterSphere are listed here.

3E & Enterprise Support

Phone support by location

U.S. 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 sours: 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 Business Development Support

Phone support by location

U.S. 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 Customer Portal. This site also provides access to the Community, Education Services Hub, and Knowledge Base.

Phone support by location

U.S. support: +1 800-354-8337
Business hours: Monday-Friday: 6:00AM - 5:30PM (ST)

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

Each contact within your company must be set up 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)

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 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 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.

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

Client resources

User groups are an effective way to connect with 3E representatives and industry peers to hear about current news and product information and to help stay current on how local firms are handling their business challenges. Contact us for details.

Current software releases

3E

3.0.1
Enterprise

3.11

ProLaw

2021.1

Reporting and Analytics Foundation (Enterprise)

2.5.2

Reporting Essentials (Enterprise)

2.5.2

WebView (Enterprise)

5.6

3E Templates

SaaS 4.4, Stock Templates 4.0, Solutions Manager 3.4.0

3E Paperless Proforma

2020.1

Document Studio (Enterprise)

5.11

Envision

2014.1 Supported to end of 2021

3E MatterSphere

9.0

Business Development Data Engine

19.1

3E Workspace

5.0

3E Workspace Mobile

iOS 2.13 and Android 1.12

3E Image Connect

4.0.x and 4.5x (Enterprise); 4.5.x (3E)

3E Data Insights

3.3.0

Note: Cloud SaaS products are always “Current” and not listed here

Holiday Support Schedule