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LEAP Help

  • Dec 8, 2025
  • Knowledge

How To
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Got a question about LEAP? Use the LEAP Help Center to browse or search for queries you have about using your LEAP Software applications. You can access the LEAP Help Center from all LEAP applications, whether it be from LEAP Desktop, LEAP Web or LEAP Mobile. You can contact LEAP Support to report technical issues such as bugs within LEAP.  

Accessing LEAP Help Center

 

From LEAP Desktop, click Help icon at the top-right corner and select:

  • Help for this Window: To access the LEAP Help Center for the specific window or tab you're on, or
  • LEAP Community - Help, Support & Feedback: To go to the LEAP Help Center's home page.

From LEAP Web, click  at the top-right corner and select Support Community. The LEAP Help Center will open in a new window.

From LEAP Mobile:

  • iPhone: tap User-added image > Help & Support > Visit LEAP Help Center.
  • iPad: tap User-added image Visit LEAP Help Center.
  • Android: tap Settings > Help & Support > Visit LEAP Help Center.

Post a Question, Idea or Feedback on LEAP Help Center

 

Collaborate with other LEAP users as well as LEAP staff in Community Discussions and Feedback.

How to Contact the Support Team

 

If you can’t find the answer to your query, or receive the message, "Please log a support call online", you can raise a ticket with LEAP Support. Our Support team are available to assist you with any issues or questions you may have with the LEAP Software applications.

Our Support team is dedicated to providing timely and effective support to meet your technical needs. Please see below for our current support hours and contact options.

Standard Support Hours

  • Phone Support: 9:00 AM – 6:00 PM (Eastern Time)
  • Chat Support: 9:00 AM – 8:00 PM (Eastern Time)
  • Weekends and Holidays: Closed

Note: Availability may vary during observed holidays. Announcements will be posted on the community main page regarding availability a week in advance.

Contact Methods

  1. AskLEAP Assistant

    Start a Chat with our AskLEAP Assistant. You can get instant answers, available 24/7!

    If you would like to chat with a live consultant, you can click the chat option in the top right of the AskLEAP window to get in touch with a LEAP Live Chat Specialist. 

    The team members answering your support chats are experts in identifying common queries and issues and, they will triage your case accordingly to the correct department.

 
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If your query requires further investigation or a remote session, the Live Chat Specialist will log a support case on your behalf. A Client Support Specialist will then call you to assist.

  1. Schedule a Support Call

    Need to speak with a member of our LEAP Support team? You can set up a dedicated call at your convenience using our online booking tool: https://calendly.com/leap-us/support

  2. Email Support

    For general inquiries or support requests, please email us at: support@leap.us

    Responses may take up to 48 hours.

 
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For assistance, please note that the LEAP Support team is not available by phone. Instead, you can reach out using one of the three contact options listed above.

What Happens after I Submit a Support Request?

 

After a support case has been logged by you or one of our LEAP Support team members, you'll receive a confirmation email notifying you of the case lodgment details. If you want to add more information to the existing support case, you can reply to the email or select the case in the My Cases portal from the LEAP Community.

 
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Always reply to the email from the existing case, creating a new email will generate a new case in our LEAP Support queue and it will be answered in order of arrival.

The team will attempt contact you via your chosen method of communication, please provide your preferred telephone number when submitting your Support Case to the team.

How Do I Respond to a Missed Phone Call from the LEAP Support?

 

If the LEAP Support team is unable to get in touch with you by phone, they will follow up with an email, you should reply directly to this email when you become available and let the team know if there is an alternative number to contact you on.

What Happens If My Support Case Is Escalated?

 

There may be occasions when the LEAP Support team are unable to resolve your issue immediately and may require additional set of eyes to work through the cause of your issue. At this point the case will be escalated to our 2nd Level LEAP Support.

The 2nd Level team will acknowledge receipt of your case that it has been escalated to their queue. Please note that cases escalated may take time to investigate, the team will try to minimize the time spent on your device and often will schedule a mutually convenient time with you to reconvene the investigation. If assistance by the Development and 3rd Level teams are required, we will organize to remote access of your device after standard business hours as to reduce any disruptions to your work duties.

Remote Access

 

To provide the Support Services, LEAP may be required to connect remotely to your device to resolve a technical issue, we use live remote assistance tool to view your desktop and share control of your mouse and keyboard. To use the remote assistance tool:

  1. From LEAP Desktop or LEAP Web, click Help icon at the top-right corner of a window and select Run Remote Assistance Software.

    The LEAP Live Remote Assistance will open in a new window.

  2. The LEAP Support team member will provide you with a unique 6-digit code.

  3. Enter the 6-digit code and click Connect.

  4. You will be prompted to download a small virus-free plug-in.

  5. With your permission, the LEAP Support team member will view your desktop screen and share control of your mouse and keyboard to investigate the issue.

 
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You are always in full control of your computer. You have overriding control of your mouse and keyboard and you can end the remote sharing session at any time by clicking X on the top right. Once the remote session is finished, we'll leave no traces of the remote assistance tool on your computer. If there are any pop ups or indication that the remote software is still running, restart your device.

 
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If you receive the alert, "An activity is being recorded while the Remote Assistant Software is running. Please discard the log if you do not want it recorded," after a remote session has ended, make sure no LogMeIn windows are open and restart your device. This should resolve the issue, as the remote software may still be running in the background.

 

If the problem persists after restarting, please refer to the following article for further assistance: https://support.logmeinrescue.com/rescue/help/why-does-the-rescue-applet-always-start-with-my-computer.

LEAP Status Alerts

 

The LEAP Status Page uses real time data sourced from monitoring systems to tell you if LEAP services are working normally or if LEAP is experiencing issues. Details of upcoming events and scheduled maintenance can also be found here.

From LEAP Desktop or LEAP Web, click Help icon at the top-right corner and select LEAP Status Alerts.

The LEAP United States System Status Page will open in a new window.

Obtaining LEAP Credentials

 

The LEAP Support team maybe required to obtain a user’s LEAP credentials for investigation and replication of issues occurring as an isolated incident. This will not affect your ability to continue to use your LEAP software. Your login credentials will be treated confidentially and only used by the LEAP Support team. The team will only obtain your LEAP Credentials via telephone, we will never request login credentials via email or chat. Our support software is configured to automatically destroy the credential information on completion of the case.

LEAP's Support Services

 

LEAP Legal Software provides support services to assist in product inquires and resolving product errors. Support services do not include: (a) troubleshooting hardware components on your system, including but not limited to computers, hard disks, network, printers, scanners, accessories, or any software associated with such hardware devices; (b) troubleshooting and setups of third party software or services, including but not limited to operating systems, Microsoft Office products, accounting applications, or antivirus software; (c) any professional services, including but not limited to customization, training and data transition.

Obligations of Customer

 

LEAP Legal Software providing support services are conditioned on you meeting the following obligations:

  1. timely payment of LEAP service fees
  2. your devices must comply with the LEAP System Requirements
  3. downloading, installing and updating any LEAP applications upgrades
  4. provide unlimited access to a technical representative to all LEAP software and hardware, if required by remote connection
  5. if requested or required, customer or representative must be available to communicate with a LEAP Support technician during support hours
  6. maintain proper network connection

How to Sign up for the LEAP Newsletter?

 

To sign up for the LEAP Legal Software Newsletter, please fill in the sign up form on the following page: https://leap.us/resources/newsletter/

If you have signed up but newsletters are not appearing in your email inbox, please check your junk/spam folder.

Last Modified Date
12/8/2025 9:05 PM
Title
LEAP Help
URL Name
LEAP-Help-US

Resolution
Installing & Setting Up
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LEAP Help