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Trust Request Email Notifications in LeanLaw

How to track trust request emails in LeanLaw — including delivery status, seeing when a client has opened or paid a request, sending reminders, and troubleshooting missing or unpaid requests.

Once a trust request is sent, LeanLaw tracks the email through the same delivery system used for invoice emails — giving you visibility into whether the client received, opened, and paid the request.

 

Tracking Trust Request Status

Trust requests are tracked in the same Track Sent Emails page used for invoice emails:

  1. Go to Billing → Track Sent Emails.
  2. Filter or search to find trust requests (they appear alongside invoice emails with a different label).
  3. Check the Status column for the current delivery state.

Status

What It Means

Sent

The trust request email has been sent to the client.

Opened

The client has opened the trust request email.

Paid

The client has completed payment via the trust request link. LeanLaw has automatically recorded the deposit.

Bounced

The email could not be delivered. Check the client's email address.

Dropped

The email was not sent — possible spam flag or prior unsubscribe.

 

💡 Paid status: When a trust request shows as Paid, LeanLaw has already automatically recorded the deposit in the client's trust account and created the journal entries in QuickBooks. No manual deposit entry is needed.

 

Sending a Trust Request Reminder

If a client hasn't paid after a reasonable time, send a reminder directly from Track Sent Emails:

  1. In Track Sent Emails, find the unpaid trust request.
  2. Check the checkbox next to it.
  3. Click Send Reminder.
  4. The client receives a new email with the original payment link.

📋 Note: Reminders use the same payment link as the original request. No new link is generated — the client can still pay via the original link included in the reminder.

 

Troubleshooting Missing Trust Requests

If you cannot find a trust request in Track Sent Emails:

  • Check your filters: The most common reason a trust request doesn't appear is that filters are hiding it. Clear all filters and search by client name.
  • Check for Bounced or Dropped status: Expand the To column to confirm the email address was correct. If Bounced, update the client's contact email and resend.
  • Verify client contact info: Confirm the client has a valid email address in their LeanLaw record.
  • Confido Legal not connected: If the entire Trust Request feature is missing from LeanLaw, your firm may not be connected to Confido Legal. Check Settings → Integrations → Confido Legal.
  • Trust liability account inactive: If you see an error related to the liability account, it may have been marked inactive in QuickBooks Online. Reactivate it in QuickBooks Online's Chart of Accounts.

 

Confirming Payment Recorded Correctly

After a trust request is marked Paid, verify the deposit is correctly reflected:

  1. Check the client's trust balance in LeanLaw — it should have increased by the payment amount.
  2. Verify the journal entry was created in QuickBooks Online (trust bank account deposit + liability account credit).
  3. If the balance hasn't updated, refresh LeanLaw. Sync can occasionally take a few minutes.