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How do I log a query on the Sage Portal?

Created on  | Last modified on 

Summary

The article includes a step-by-step guide to log a query to Customer Support on the Sage Portal.

Resolution

Step 1: Access the Sage Portal 

  • Access the website https://portal.sage.co.za/shp 
  • The site can also be access from within the payroll application on the Company Listing screen by selecting 'Customer Portal' 

Step 2: Enter your login credentials

Step 3:  Select to 'Log a Query'

  • From the menu options, select Support > Log  a Query

Step 4: Complete the details of your query on the form 

  • The form will be pre-populated with the Sage Portal details linked to your profile
  • You will be able to change some details (e.g. product) if required
  • Complete the form with the details of your query or request
  • Some fields are marked as mandatory (with *), and require information to be completed, to be able to submit the form
  • You can add multiple attachments to your query

 CAUTION: Please do not upload any data backups when submitting a query

Step 5: Submit the form 

  • Click on Submit to send the form to Sage Customer Support 
  • An onscreen message will display and reflect the case reference number
  • You will also receive an immediate auto-response via email, which will identify your query’s reference number.
  • You may use reference number to follow up on the progress of your logged query, or track your status under View All My Queries once incident has been logged
  • You will receive a response from our experienced consultants

 NOTE: You can also log a query without logging into the Sage Portal by clicking here.