Order Status

I have a Service Center account. Why do I need to sign up for a separate Store account?
Service Center accounts are used for service and support only, while a Store account is available to anyone who wants to buy a Practice Management product.

I forgot my User Name. How can I retrieve it?
You may retrieve your user name by visiting the Forgot Your Password page.

I forgot my Password. How can I retrieve it?
You may retrieve your password by visiting the Forgot Your Password page.

I ordered Time Matters/PCLaw for the first time. When will I be able to access the software?
Your order will take up to 24 hours to process. Once completed, your software product keys and download instructions will be emailed to the email address you provided. This email will instruct you as to where you can access the software. To ensure you receive all communications regarding your order, please add the domain "@lexisnexis.com" to your address book. If you have not received an email within 48 hours please check your Junk/Spam email folders.

I am an existing customer and I just subscribed to a Time Matters/PCLaw Annual Maintenance Plan (AMP). How will I get the latest version of the software?
Your order will take up to 24 hours to process. Once completed, and if a new version of the product is available, your software product keys and download instructions will be emailed to the email address you provided. This email will instruct you as to where you can access the software. To ensure you receive all communications regarding your order, please add the domain "@lexisnexis.com" to your address book. If you have not received an email within 48 hours please check your Junk/Spam email folders.

How long will it take for the software to be shipped to me once I place my order?
Time Matters and PCLaw are both available for download and instructions will be sent to you via email once we have processed your order. Should you not receive the email within 48 hours of placing your order, please contact our sales team at PMSales@lexisnexis.com to let us know. Occasionally customers report that this email was caught in an email spam filter, or we may not have your accurate email address. If you prefer, we can send the software to you on a CD but additional fees will apply.

What email address does the product key come from?
You will receive and email from LNSoftwareEntitlements@LexisNexis.com. Please add the domain "@lexisnexis.com" to your address book to prevent the email getting caught in your Junk/Spam email folders.

What is your return policy?
First time customers are eligible for a one-time refund of the full purchase price of the software within 30 days of the purchase date. Please note that no refunds will be issued if you have previously returned any software product or if you have reactivated the software. To receive a refund, you must call us at 800-328-2898 or 919-467-1221.

Fees for software or AMP subscriptions purchased by existing customers are non-refundable.

To review our terms and conditions in detail, please visit our Terms and Conditions web site.

Annual Maintenance Plan and Software Upgrades

What is included in the Annual Maintenance Plan?
The Time Matters and PCLaw AMP includes a combination of features designed to maximize your experience using our product(s):

• Access to Anytime Training online
• Telephonic technical support
• Any software releases (including major versions) of PCLaw for the length of the plan

Advantages to an Annual Maintenance Plan include:

• Predictable costs and access to the latest software enhancements
• Expert assistance from our technical support team should you run into trouble using the program
• Increased proficiency in using our application through Anytime Training online, available 24/7

I am no longer using all of the licenses I currently own. Can I renew my Annual Maintenance Plan (AMP) for fewer users than I am currently licensed?
Yes, you may renew your AMP subscription for fewer users than you are currently licensed for. However, please note that by renewing the AMP subscription for fewer users than you have licenses for your software, user licenses will also be reduced by the same number. Future AMP subscription renewals will be assumed to be for this new lower number of users.

This means that should you later require additional users, you will need to purchase additional user licenses (plus AMP subscription) at the then current price.

Can my Annual Maintenance Plan (AMP) subscription for Time Matters and Billing Matters be for different numbers of users for each product?
No, if you use both Time Matters and Billing Matters your AMP subscription must be for the same number of users for each product.

Can my Annual Maintenance Plan (AMP) subscription for Time Matters and PCLaw be for different numbers of users for each product?
Yes, if you use both Time Matters and PCLaw your AMP subscription may be for a different number of users for each product.

I have Time Matters and Billing Matters, but am no longer using the Billing Matters functionality. Can I renew my Annual Maintenance Plan (AMP) for Time Matters only?
Yes, you may elect to renew your AMP for Time Matters only. However, please note that by renewing your AMP solely for Time Matters, any future product releases will be provided for Time Matters only.

This means that if you subsequently install a new software release for Time Matters only, previous billing and accounting data from Billing Matters will not display.

Can I access Service Packs if I am not on an Annual Maintenance Plan (AMP)?
Starting with Time Matters 11 and PCLaw 11, future software releases (Major, Minor and Service Packs) will be exclusively available for customers with active AMP subscriptions. For further details on our AMP policy update please visit AMP Policy Update.

Can I just buy a version upgrade if I don't want an AMP?
No, the AMP includes access to any software release made available during the term of the AMP subscription.

Product Information, Terms and Definitions

Where can I find further information about system requirements, links to other applications, etc?
You may follow these links to our main product web pages; Time Matters and PCLaw. Here you will find useful information including an overview of the product, upcoming training and technical support information, as well as links to technical information such as system requirements and links to other applications.

How do I determine how many users I need?
There is no limit to the number of computer workstations the application itself can be installed on.

Time Matters
Time Matters is licensed by concurrent users, or the number of users that may access the application at one time. This means that you will need to determine how many users will be logged into the software at any given time. This will be the number of users you will require.

Which Time Matters series do I need?
Series type determines the online documentation, sample data and default setup. If Time Matters will be used in a law firm, choose the legal series; accounting firms should choose the accounting series and all other businesses should choose the business series. Software functionality is the same for all series.

PCLaw
PCLaw is licensed by a combination of (a) the number of unique time keepers (attorneys, paralegals, clerks, etc) who will access the software, and (b) the total number of staff members who may need to be actively working with the PCLaw software at any given point during the day, i.e. concurrent users.

Whichever is the higher of these two numbers reflects the appropriate number of licenses you will require.

For the sake of clarity, a timekeeper is someone whose time is tracked in the software (anyone with billable hours), and a user refers to a person using the software.

Where can I view Time Matters and PCLaw License Agreements and Annual Maintenance Plan Agreement?
To review our terms and conditions in detail, please visit our Terms and Conditions web site.