How do I log a query on the Sage Portal?

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

Step 1: Access the Sage Portal 

• Access the website https://portal.sage.co.za/
• Select between Accounting Portal or Payroll Portal depending on the product you are using

• When you select Accounting Portal, you need to choose either Customer/Reseller Portal or Sage Business Cloud Accounting or Sage ID and then enter your login credentials

• When you select Payroll & HR Portal, you need to enter your login credentials

 

Step 2: Enter your login credentials

For Accounting Products:

• When you select Customer/Reseller Portal, you need to enter your Customer Number and Portal Password

• When you select Sage Business Cloud Accounting or Sage ID, enter your email address and click continue

• Enter your Sage Business Cloud Accounting or Sage ID Password

• Select Product by clicking the Product, then your Serial Number

• When accessing the Sage Portal for the first time, use the 'Reset Password' option to create your new password (How do I reset my password on the Sage Portal?)

For Payroll Products

• You need to enter your Site Code, Email Address and Password

• Only active registered users can access the Sage Portal - your company's Administrative user has access to create a profile (How can I give access to my payroll users on the Sage Portal?)
• When accessing the Sage Portal for the first time, use the 'Reset Password' option to create your new password (How do I reset my password on the Sage Portal?)

 

Step 3:  Select to 'Log a Query'

• Once logged in select Support | Log a Query
• Select Support from the drop-down list under "What type of service do you require*"

 

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

• The form is 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
• Fields marked with * are mandatory to submit the form
• You can add multiple attachments to your query

 CAUTION: Do not upload any data backups when submitting a query

 

Step 5: Submit the form 

• Click Submit to send the form to Sage Customer Support 
• An onscreen message will display and reflect the case reference number
• An immediate auto-response is sent via email, with your query’s reference number.
• Use this reference number to follow up on your query or track your status under Support | View All My Queries

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