Customer Care

• If you purchased via our webstore, you have the option to enable auto-renew for your subscription. This is done during the purchasing process. If you are unsure of the status, please log in, locate your subscription, and look for the auto-renew indicator. If you do not wish to set up auto-renew, when your subscription is at the expiration date, log in and click on the subscription, and follow the prompts to renew manually.
• If you purchased via a Litera Rep and have not received the notification email regarding your upcoming renewal, please email our renewals team at RenewalsMatter@litera.com. Be sure to include your company details such as location, product you are renewing, any changes to the renewal, and your contact information.
• If you received a notification email about your upcoming renewal and have questions, please email our Contract Coordinators at ContractCoordinators@litera.com.

• If you purchased via our webstore, you have the option to enable auto-renew for your subscription. This is done during the purchasing process. If you are unsure of the status, please log in, locate your subscription, and look for the auto-renew indicator.
  
  If you did not set up auto-renew, click on the subscription, and follow the prompts to renew manually. Depending on the software you are running, you may need to update your license key. 
  
  If your subscription was set to auto-renew, we may have had complications processing the payment. Please look under MY WALLET and verify the correct CC is in place. If you need to update the card, please do so and then click on your subscription to verify everything is set up. If all is set, the transaction will process within 24 hours. 
  
  If you still are unable to determine why the auto-renew did not process, please reach out to support@litera.com. Be sure to include your company details such as location, product you are renewing, any changes to the renewal and your contact information.
• If you purchased via a Litera Rep and have questions about your renewal, please email us at RenewalsMatter@litera.com. Be sure to include your company details such as location, product you are renewing, any changes to the renewal, and your contact information.
• If you received a notification email about your upcoming renewal and are having issues with renewing, please email our Contract Coordinators at ContractCoordinators@litera.com. Be sure to include your company details such as location, product you are renewing, any changes to the renewal, and your contact information.

Currently, only clients who purchase products via our webstore have the option to renew online. All other clients should receive an email 7, 15, 30, 60, and 90 days prior to renewal that provides an option for you to pay online. Once the payment is processed you should receive an email receipt. If you do not receive the receipt or need a copy of the invoice, please email our Contract Coordinators at ContractCoordinators@litera.com. Be sure to include your company details such as location, product you are renewing, and your contact information.

• If you renewed within our webstore, you should have received an email containing you license keys and links to download your software. If you cannot locate the email (checking JUNK/SPAM folder), you can log into our customer center portal located here. If you do not have an account, please locate the Click Here link on the customer center home page and fill out a request. Once the request is processed, you will receive an email to validate your account and set up a password.
• If you renewed via a Litera rep, you will log into our customer center portal located here. If you do not have an account, please locate the Click Here link on the customer center home page and fill out a request. Once the request is processed, you will receive an email to validate your account and set up a password.

Typically, this means the application you are running requires and updated license key. To get your new key, please log into our customer center portal located here. If you do not have an account, please locate the Click Here link on the customer center home page and fill out a request. Once the request is processed, you will receive an email to validate your account and set up a password. If you are unsure how to get the new key in place, check out our KB Articles or email technical support at support@litera.com. 

Please send an email to lms.ar@litera.com with the following details. Please include all information to avoid delays:

Date CC Charged was charged
Amount
Product
Invoice #
Account Name
Contact Name (if you are the original purchaser, please include their name)
Contact Email (if you are the original purchaser, please include their email)

Refunds can take up to 2 weeks to process. Once they are processed, depending on your bank, it can take up to 7 to 10 business days to show on your statement. 

• For webstore purchases or auto-renewals, please check your JUNK/SPAM folders as these are sent out immediately following the transaction. If you are unable to locate the email, please email our Contract Coordinators at ContractCoordinators@litera.com.
• For purchases processed by our Sales or Customer Success team, please reach out to your assigned rep for a copy of the receipt.

We have several ways you can get training.

• One way is through our adoption page in our customer center. Here you will find a lot of useful information along with videos to take you through the products.
• Another option is to sign up to take a class. See our upcoming schedule to sign up.
• For our desktop applications, you can also visit our Litera Desktop resources.

Our most efficient and quickest way to get help is by submitting a case via our Customer Center Portal by clicking here. Once you log into the portal, you will see the support drop-down and then Cases. Here you can click on New Case, fill out the form, attach any screenshots or documents and this will get straight to our technical reps. Please note that the more details provided the quicker a rep can get started working on your case. Some useful details include:

• Description of the issue you are having along with the product name
• What workflow are you following to reproduce the issue?
• How many people are having the same issue?
• Screenshots of any errors you are seeing
• Version numbers of the Litera Products and any third-party applications like IManage, Netdocs, and so on
• If it is a compare issue, send us the original, modified, and redline documents highlighting where the issue is located and what the issue is. Is it only happening on one set or a certain format type (pdf, doc, docx) or all documents?
• Any log files you can gather

To request a login to our portal, please visit our customer center portal located here. Next, locate the Click Here link on the customer center home page and fill out a request. Once the request is processed, you will receive an email to validate your account and set up a password.

If you are unable to log into the portal to submit a case or visit the customer center, you can also email us at support@litera.com providing the same details above.

• If you are looking to purchase a product not listed on our store or you are looking to purchase >10 seats, please fill out our request a quote form and a rep will reach out. Be sure to include your company details such as location, product you are interested in, and your contact information.
• If you are looking at a product on our webstore and wish to purchase <10 seats, please visit the Litera Store and add the product along with seat count to the cart to get the quote.

• Please reach out to your assigned Account Manager or Customer Success Manager and they can help get you set up.
• If you purchased your current application via the webstore, please log into the store and you can add additional seats to your subscription. You can also purchase additional applications via the webstore. If the application you are looking to purchase is not listed for purchase on our webstore, you can fill out this form and a rep will reach out. Be sure to include your company details such as location, product you are interested in, and your contact information.

• If you purchased from our webstore, you should have received an email containing you license keys and links to download your software. If you cannot locate the email (checking JUNK/SPAM folder), you can log into our customer center portal located here. If you do not have an account, please locate the Click Here link and fill out a request. Once the request is processed, you will receive an email to validate your account and set up a password.
• If you purchased via a sales rep, they will provide the information or you can log into our customer center portal located here. If you do not have an account, please locate the Click Here link on the customer center home page and fill out a request. Once the request is processed, you will receive an email to validate your account and set up a password.

• Please reach out to your assigned Account Manager or Customer Success Manager and they can help get you set up.
• If you purchased your current application via the webstore, please log into the store where you can add additional seats to your current subscription.