How can we help?

Three ways: submit the request form on this page, email [email protected], or — fastest if you’re already signed in — use Contact Support inside the portal, which attaches your firm context automatically so we can start on the problem immediately.

Every request gets a first response within one business day, and usually much faster. Requests are triaged on arrival — reports of a firm-wide outage or anything blocking your practice are prioritized ahead of everything else and routed to our on-call team.

Submit a request with urgency set to High and describe what’s failing — for example "no one at our firm can sign in" or "our main phone line isn’t answering." Firm-down reports are escalated immediately. Include your firm name and a phone number where we can reach you.

Contact your law firm — they manage your portal access, your documents, and your invoices, and they can fix most issues (like re-sending a portal invitation) instantly. We support law firms directly, and we can’t discuss a firm’s matters or records with anyone but the firm.

Support starts with the form or email so the right specialist picks it up with the full picture in front of them — and we get on a call whenever the issue warrants it. Premier and Enterprise firms also have hands-on onboarding sessions with our team included.

Use the request form with the category "Something’s broken." The most useful reports include what you were doing, what you expected, what happened instead, and roughly when — screenshots help enormously. Bug reports go to the engineering-facing side of our support team.

Please do — much of Mylo Prime exists because a firm asked for it. Use the "Feature request" category and tell us the problem you’re trying to solve, not just the button you wish existed; we can often solve it better than the first idea suggests, or show you something that already does it.

Data-access, deletion, and privacy requests go to [email protected], or use the "Data & security" category on the form. Formal commitments are in our privacy policy. Firm data exports are self-service — see the "Exporting your firm’s data" article above.

Email [email protected] — it goes directly to the people who handle security, and good-faith reports are always welcome and never penalized. You’ll get an acknowledgment within one business day.

Yes — Mylo Academy is built into the portal, with short hands-on lessons for each part of the platform and an interactive coach for practicing client-facing scenarios. It’s included on every plan. See "Learning the platform with Mylo Academy" above.