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Customer support

ProLaw customer support

We are committed to delivering accessible and responsive support and customer care to our ProLaw 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.

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

Dispatch team: +1 888-877-6529
Business hours: Monday – Friday: 7 AM - 6 PM (Mountain Time)

User groups
User groups are an effective way to connect with ProLaw 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.

For the 2023 calendar year, Thomson Reuters is planning to host live user groups in MN, NY, FL, LA, IL, MI, CO, OR, WA, CA, SC and NC. If you are interested in attending one of these user groups or have questions, please contact: charlene.davidson@thomsonreuters.com for details.

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 release



2023 U.S. support holidays

January 2

New Year's Day (observed)

January 16

Martin Luther King Day

February 20

President's Day

May 29

Memorial Day

June 19


July 4

Independence Day

September 4

Labor Day

November 23 & 24

Thanksgiving Day & Day after Thanksgiving

Dececember 25

Christmas Day