Help Center

New Legal Accounting Help Center FAQ

The following questions and answers help explain the April 2026 changes Actionstep made to the Legal Accounting Help Center.

 

What's changing?

We're moving to a new Help Center platform, which is designed to make it faster and easier to get the answers and support you need. The biggest improvements you'll notice:

  • Smarter search. When you search, you'll get AI-powered answers alongside suggested articles so you can find what you need without digging.
  • Article suggestions while you create a Support ticket. When creating a ticket, as you type your subject and description, we'll surface relevant articles that may resolve your issue on the spot.
  • A consistent experience across our brands. Whether you use Actionstep, LawMaster, FilePro, Legal Accounting, or the Partner Portal, the new Help Center delivers the same modern experience tailored to each product.
  • Better ticket visibility. Once you're registered and signed in, you can track your open and historical tickets in one place.

 

What do I need to do to access the Contact Support area of the new Help Center?

From the home page of this Help Center, click Sign in (located in the top-right corner of the page) and then register for an account using your usual support email address. Then complete the full sign-in process.

 

Will my ticket history stay with me?

Yes, as long as you register for the new Help Center using the same email address you've always used with our Support team.

When you sign in for the first time on 21 April, your ticket history will automatically link to your profile. You'll see both your previous and current requests in one view.

If you register with a different email address, your history won't appear against your account. If this happens, contact Support and we'll help you get it sorted.

 

How do I contact Support after the change?

You've got two options, and both will continue to work:

  • Submit a request from the Help Center (recommended). The ticket form captures the key information we need upfront, which usually means faster resolution and less back-and-forth. Tickets submitted through the Help Center are also routed automatically to the right team.
  • Email us at your usual support address. This still works — you don't need to change how you email us.

We recommend using the Help Center where possible, simply because it's faster for you and gets your request in front of the right person sooner.

 

Will my usual support email addresses still work?

Yes. All existing support email addresses — the ones you've always used to email us — will continue to work. Nothing changes on that front.

 

What happens to any tickets I have open during the cutover?

Any tickets that are still being worked on at the time of the cutover will be carried across to the new Help Center. A few things to be aware of:

Unresolved tickets will be assigned a new ticket number. You'll receive an automated email letting you know the new reference.

There may be a short delay in replies to unresolved tickets while we complete the rollout. Once everything is fully deployed, those tickets will be picked up and progressed as normal.

No information is lost. Your ticket history, comments, and attachments all come across.

 

What if I use more than one of your products?

If you use multiple products (for example, Practice Management and Legal Accounting), you'll be able to access each product's Help Center content. You will need a separate sign-in profile for each Help Center.

 

I'm an Actionstep Certified Partner — does anything change for me?

The Partner Portal is part of this rollout and gets the same improvements: better search, AI-powered answers, and article suggestions when raising tickets. The Partner Community remains available for discussion and collaboration with other partners.

 

I have a question that isn't answered here.

No problem. Email your usual support address or submit a request through the Help Center from 21 April onwards, and we'll come back to you.

We're excited to get this in front of you and we look forward to continuing to support you. 

 

How do I CC other users on tickets?

Only users who are signed in to the Help Center can use the CC function in their tickets.

 

I'm getting an "account already exists" email when I try to sign in

If you receive an email that says "An account already exists for [Help Center name] using this email address", you can use the reset your password option shown in the email to set up a new password for the Help Center. If you have already emailed us but you have not set up an account, you can use the Request a password option on the Sign in page. 

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