🤝 You are never on your own.
Our support team stands behind every case — we can step in, hold your attorney accountable, and reassign your case if necessary.
What counts as a problem worth reporting
Your attorney missed a court date Check with your attorney first — a missed appearance often has a normal explanation, like a rescheduled hearing. If you cannot get answers, report it right away. See the next section for details. Your attorney is being unprofessional We only partner with attorneys and law firms who treat their clients with the greatest care — a great "bedside manner" is part of how we vet our network. If your attorney is angry, dismissive, or disrespectful in their communication with you, that falls short of the standard we hold them to, and it is worth reporting. Your attorney is not responding Before reporting this one, read My attorney is not responding — most communication concerns are resolved by the checks on that page. If you have sent a clear question in the case chat and 2 business days have passed without a reply, contact our support team. Your attorney asked you to pay legal fees outside OTR Legal fees should always be paid through the platform. If your attorney asks you to pay them directly, do not make the payment — contact our support team first. Payments that go directly to the court, like fines and state fees, are normal and are not the same thing. Learn more in My attorney asked me to pay more fees directly to the law firm .
If your attorney missed a court date
The court rescheduled the date Court dates move more often than you might expect. What looks like a missed appearance may simply be a hearing that was moved. Your attorney rescheduled it on purpose Attorneys sometimes skip a court date knowing they can reschedule it later, as part of how they manage the case. Because most clients do not attend court, this is not always communicated proactively. Your attorney had an emergency Like anyone, attorneys can get sick or have an emergency that keeps them from appearing at the scheduled time.
🗓️ Most court dates can be rescheduled.
A missed appearance is usually fixable — what matters is that there is a clear plan, and we can step in if there is not.
What is normal (and not a problem)
Counter offers Sometimes an attorney requests an additional fee before accepting your case, based on the details they see. This is a normal part of the process, and it always happens within the platform with your consent. Learn more in Counter offers explained . An attorney declining your case If an attorney cannot take your case, our SmartMatch algorithm automatically matches you with the next best attorney. See What happens if an attorney declines your case .
How to report a problem
Contact our support team through our contact us page . Include your case details and describe what happened — dates, court appearances, and screenshots of any relevant messages all help us move faster. Whenever possible, keep your communication with your attorney in the case chat — it gives us a record we can review.
What happens after you report
We review your report In many cases, we can give you an update or a resolution right away. We follow up with the attorney If the issue needs further review, we reach out to the attorney or their firm on your behalf. The attorney has up to 4 business days to respond and address the concern. We work with you on next steps If the issue is not resolved, we will discuss your options with you. Most often, that means reassigning your case to a different attorney so it keeps moving forward. We try to keep reassignments cost-free, though in some situations the new attorney's fee may require additional funds — always discussed with you first, and never charged without your consent. In other situations, the best option may be canceling your case and issuing you a full refund.
