Westlaw customer service phone number — how to find and use it

Where to find the official Westlaw customer service phone number

Westlaw is a Thomson Reuters product and there is not always a single universal phone number for every user. Phone numbers for Westlaw support are assigned by region (United States, Canada, United Kingdom, Australia, etc.), by product (Westlaw Edge, Westlaw Classic, Practical Law integration), and by account type (individual, firm, law school or corporate). The fastest, most reliable way to obtain the exact phone number for your subscription is to use the official Westlaw Support pages: https://legal.thomsonreuters.com/en/support/westlaw or the in-product Help / Contact Support link inside your Westlaw session. Those locations display the phone number that applies to your contract and show real-time options such as chat, email and scheduled callbacks.

If you are part of an institutional account (law firm, library, or law school) your contract or the customer administrator’s onboarding email will typically list a direct account representative phone number. If you do not have a contract copy, go to the support site above, select your country, and choose the applicable product — the displayed phone number is the definitive number for customer service and technical support for that product and geography.

Why phone numbers vary and what that means for callers

Westlaw support is segmented to speed resolution: Tier 1 phone support fields login, citation, search, and password issues; Tier 2 handles product-specific behavior, integration with document management systems, and complex search algorithm questions; account management or billing calls are routed to your assigned Thomson Reuters account executive. Because of this segmentation, a single toll-free number you find online may first route you through an IVR (interactive voice response) and then transfer you to the team best able to resolve your issue.

Expect different handling times depending on the issue. Routine items — password resets, access verification, citation formatting — are typically resolved on the first call (often within 10–30 minutes). Issues requiring research by product engineers (data feed problems, platform outages, or contract disputes) will generate an incident ticket and can take 24–72 hours or longer depending on complexity and SLA terms in your contract. Always request and note the incident or ticket number provided at the end of the call for tracking and escalation.

What to prepare before calling Westlaw support

Being prepared reduces call time and improves outcomes. Prior to calling, gather account identifiers and system details so the support agent can authenticate you and reproduce the problem quickly. If you are part of a firm account, have the firm account name and your customer or client ID from your subscription page. If you are an individual subscriber, have your user ID (usually your email) and the last four digits of the payment card on file if billing is part of the inquiry.

• Essentials to have before you call: account name and customer ID, full email address used to register, order or contract number if applicable, exact error message or citation example, date/time of the problem, browser and version (Chrome, Edge, Firefox — include OS and version), any screenshots or short screen recordings, and whether the issue is reproducible on another machine or network.

Common issues, expected resolution times and potential costs

The most common support reasons are: login and multi-factor authentication failures, search algorithm questions (Boolean, natural language or proximity searches), document delivery and PDF printing issues, and billing or subscription changes. For most support teams, password resets and guidance on search syntax are immediate and typically closed in a single call or chat; empirical support centers report first-contact resolution rates for basic issues often above 70% for mature platforms like Westlaw.

Billing questions — changes to license seats, upgrades to Westlaw Edge, or adding Practical Law — can require account team involvement and may affect invoicing cycles. Pricing for upgrades varies: for example, enterprise Westlaw Edge pricing is negotiated and can range from several thousand dollars per seat per year for firm deployments; academic or student subscription pricing (where available) is lower and often set on a per-term basis. Always confirm pricing and effective dates in writing from your account executive before authorizing changes.

Alternative contact channels and escalation process

If you cannot reach support by phone or if the IVR cannot route you correctly, Westlaw provides multiple alternative channels: in-product chat, email support from the official support site, and direct contact with your named account manager. Institutional customers should maintain the account manager’s direct mobile or office number from their contract or onboarding packet; small-firm and solo subscribers should request the account rep’s contact details when purchasing to reduce delays for billing or legal research disputes.

• Escalation steps to follow: 1) open a support ticket via the in-product Help or support website and obtain the ticket/incident number; 2) if the ticket is not progressing within the time frame given, call the phone number shown on the ticket and reference the incident number; 3) request escalation to a manager or to Tier 2 engineering if the problem is service-impacting; 4) for unresolved contract or billing disputes after escalation, contact Thomson Reuters Legal sales or corporate customer relations and retain all written records (emails, ticket numbers, call logs) for audit and potential credit requests.

Useful addresses and web resources

Official Westlaw and Thomson Reuters web resources: Westlaw product pages and product-specific support can be found at https://legal.thomsonreuters.com/en/westlaw and the consolidated support pages at https://legal.thomsonreuters.com/en/support/westlaw. For corporate correspondence in the United States, Thomson Reuters’ principal U.S. address is 3 Times Square, New York, NY 10036 (useful when you need to mail signed contractual notices or service-level dispute documentation).

Remember: because phone numbers and hours change by country, the single most accurate source at the time you need help is the in-product Help/Contact information or the support pages listed above. If you provide your country and product (for example, Westlaw Edge in the U.S. vs. Westlaw UK), a support specialist or account manager can give the precise, current phone number and local hours for phone support.