ProSuite Support Form

PROSUITE SUPPORT FORM

Account / Login issues

Did you try to reset your password?
Did you forget your username?
An admin of your firm can click the "Firm Users" button in the main menu of ProSuite to see all current usernames at the firm.

They can also manually/force-change your password by double-clicking a username and going to the "Login Info" tab.

Please attempt this first before requesting assistance from our tech support.

Billing

Do you need to request a refund?
Refunds are considered on a case-by-case basis. As a general rule, refunds for files opened in error will not be approved.

If this is a refund request, please provide the order number (found in the file/matter) and the reason for your request in the text box below.

Do you have any questions regarding your bill?

Maximum file size: 52.43MB

If you believe it would be helpful, please also provide a copy of your bank statement showing any further details or billing concerns. Billing questions may require an investigation with our finance department and therefore may take a longer time to resolve than usual. We appreciate your patience.

User creation / Questions

Are you a system admin trying to create new users?
A new login must be created under the "Firm Users" button of ProSuite.

For a user to show as a Responsible Lawyer, Notary, or Responsible Person, you must also add them under the My Firm tab.

This process can be completed as followed:

My Firm tab>Firm Personnel>Practitioner or Staff section.

How-to / General knowledge

Have you reviewed the knowledge base?
Have you signed up for a free training seminar?

Click here to view all our ProSuite training modules and resources.

Document, Lender, Letterhead, Contact Requests/Updates

In ProSuite, click Help Centre>Master Doc Request and fill out the form to request assistance from our designated Documents Teams.
In ProSuite, click Help Centre> Letterhead Request and fill out the form to request assistance from our designated Documents Teams.
In ProSuite, click Help Centre> Contact Update Request and fill out the form to request assistance from our designated Documents Teams.
In ProSuite, click Help Centre> Lender Form Request and fill out the form to request assistance from our designated Documents Teams.

Technical issue / Error message

Are you experiencing issues when trying to send document to LTSA through the Webforms tab?
Click the Plus button on the right-hand side of the Webforms tab to create a New Package, then try to send your documents.

You can try closing and reopening ProSuite. If that fails, please provide details below.

Maximum file size: 52.43MB

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Need help?

Contact us by submitting a support ticket.

Support hours
Monday to Friday: 9AM to 5PM
Pacific Standard Time

CANADA

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1-800-268-7580

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1100-25 York Street,
Toronto, Canada