Frequently asked questions about our services & client hub

Naming your legal matter is optional but can be very helpful. For example, naming it John’s Employment Contract will make it easier for you to differentiate between various cases.

 

Each matter is assigned a status:

• Awaiting client: We’re waiting on input or documents from you.

• In progress: We’re actively working on it.

• In the queue: This matter will be worked on after some of your other matters are finalised.

• With third party: We’re waiting on someone outside our team (e.g. another solicitor, a government body).

• Finalised: The matter is complete and closed.

Your legal advisor keeps these statuses updated to give you a real-time view of progress.

When opening a new matter, you can set its priority to Low, Medium, or High.

We recommend choosing the priority thoughtfully, as this helps your legal advisor address your matters in the most effective order.

 

Your legal advisor will manage up to two matters at a time, addressing those marked High priority first, followed by Medium, then Low.

 

 

To view the details of your ongoing legal matters, head to the Matters section on your dashboard. Simply click on the relevant card to access the full details and stay updated on the progress.

 

You’ll receive email notifications whenever there are updates to your legal matter. These notifications will alert you to new messages and any other significant changes, which you can then view directly in the Client Hub.

Or you can simply go to your dashboard, and click on any of your matters to look for updates.

 

To give each matter the attention it deserves, we typically manage two active matters at a time. This approach helps us handle your needs effectively and allows you to remain actively involved every step of the way.

If you open additional matters, they’ll join the queue and will be addressed once an active slot becomes available.

Our reasonable-use policy ensures fair access for all clients. This means that, while we always aim to support your business proactively, excessive or unusually high volumes of requests may be reviewed to ensure everyone benefits equally from our service. Please see our terms. 

 

 

Your legal advisor will close a matter once it’s resolved.

Your matter may also be closed if we don’t receive feedback or additional instructions from you within 14 days. In this case, we’ll mark its status as Withdrawn.

If you’d like to reopen a withdrawn matter, simply contact your legal advisor with your further instructions.

 

Reopening a closed matter can only be done by your solicitor. If you believe the case needs to be revisited, contact your solicitor to discuss reopening it.

 

The Client Hub supports a variety of file types, including DOCX, XLSX, PDF, JPG, PNG, EML and MSG.

The upload section in the Documents tab will display the acceptable file types and sizes.

 

Yes, there is a maximum file size of 20MB for uploads. If your document is larger than this, you might need to compress the file before uploading or ask your lawyer in how would be best for them to receive the documents.

 

Your lawyer may request documents to better understand your case, provide more accurate advice, draft legal documents, or assist with dispute resolution. These documents are crucial for building a strong legal strategy.

 

If you need to delete a document, simply click the delete icon next to the document in the list on the Documents tab. This action will permanently remove the file from your case.

You can't delete any documents that were uploaded by your lawyers. Reach out to them if you want a particular document to be deleted.

 

Unfortunately, once a document is deleted, it cannot be recovered. If you still need the document, you’ll have to upload it again.

 

Meetings are automatically scheduled with the legal advisor assigned to your case. 

 

When scheduling a meeting through the Client Hub, the first available time slot with your legal advisor will be automatically chosen. You may schedule a meeting in any available slots, and you will receive an email confirmation of your meeting. 

 

All your scheduled meetings can be viewed in the Meetings tab within your case, as well as in the top menu under Meetings. Your next upcoming meeting will also be displayed on your dashboard.

 

To reschedule or cancel a meeting, navigate to the Meetings tab within your case or choose Meetings from the top menu. From there, select Edit to adjust the details of a meeting you arranged, Reschedule to change the date and time if your solicitor has sent a new meeting request, or Cancel the meeting if needed.

 

You can view your messages in the Messages tab of the Client Hub. This is where all your communication with your solicitor is stored.

 

Yes, if your solicitor has provided you with their direct line, you’re welcome to call them to discuss your matter. Keep in mind that they may be in consultations, so it’s often best to schedule a meeting or arrange a time to call to ensure you get the attention you need.

 

You’ll receive email notifications whenever there’s a new message from your solicitor on your active cases. This ensures you stay informed and never miss an important update.

 

For security reasons, changing your email address directly in the Client Hub isn’t possible. But no worries—just contact us at support@lawyerlink.co, and we’ll assist you in making the change.

 

Creating a new password is the same as resetting it. You can do this anytime from your Profile in the Account section—just follow the prompts to secure your account with a fresh password.

 

 

You can upload your logo in the Profile section under Account to personalise your Client Hub. Simply click on your profile icon to edit it.

 

If you decide to delete your account, we’re here to help. First, ensure your subscription has been cancelled and the payment cycle is complete. Then, send an email to support@lawyerlink.co, and we’ll take care of the rest. Please note, account deletion is permanent.

 

Your business registration number helps us keep everything compliant and organised. It allows us to adhere to KYC and AML requirements.

 

If we have reason to believe your turnover exceeds the limit for your chosen subscription plan, we may request your latest annual financial statements or a verification letter from your accountant.

 

This feature isn’t available yet, but we may introduce it in the future. For now, users can continue using the same login details.

 

If you’re managing more than one business, you’ll need to sign up using a different email address for each one. Each business will be billed separately, please contact us for assistance.

To cancel your subscription plan, contact us at support@lawyerlink.co. We’ll help you with the cancelation and ensure everything has been finalised correctly.

 

After canceling your subscription, you’ll continue to have full access to your portal and cases until the end of your current payment cycle. Once the cycle ends, any active cases will be closed but will remain viewable in the Client Hub.

 

Yes, you can rejoin after canceling your subscription as long as your account hasn’t been deleted. If your account was deleted, you’ll need to contact support@lawyerlink.co to set up a new account.

 

Your billing history and invoices can be accessed through the Stripe portal. From the Account section, select Profile, and click on the Go to billing button to view and download your invoices.

To learn more about the billing and invoicing function, please watch this short video. 

 

VAT invoices are available for download through the Stripe portal. Simply follow the steps above to access your billing details and download the invoices you need.

 

If your payment fails, Stripe will send you a notification. You’ll then have 7 days to update your billing details through the Stripe portal, and during this period, you’ll still have full access to the Client Hub.

If your billing information isn’t updated within these 7 days, your subscription will be paused. However, you’ll still be responsible for paying the remainder of your annual subscription, and we reserve the right to invoice you for any outstanding fees.

 

If you encounter any issues with billing or payments, please send your query to support@lawyerlink.co, and we’ll assist you promptly.

 

Unfortunately we only accept credit card payments, as per usual practice with subscription services. These payments are handled by Stripe.