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Advanced financial solutions
Customer support
Advanced Financial Solutions customer support
We are committed to delivering accessible and responsive support and customer care to our AFS 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.
User groups
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.
Useful links
Contact information and global support service hours for Advanced Financial Solutions are listed here.
Advanced Financial Solutions 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
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
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
Current software releases
3E |
3.0 |
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 Platform, On-Prem platform v3.0.4.1, Solution Manager 3.4.0 |
3E Paperless Proforma |
2020.1 |
Document Studio (Enterprise) |
5.11 |
Envision |
2014.1 Supported to end of 2021 |
3E MatterSphere |
8.1 |
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 |
3.1 |
Note: Cloud SaaS products are always “Current” and not listed here
Holiday support schedule
2021 U.S. 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) |
2021 Canada 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 UK 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 Australia 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.