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
- Complete your Site Code and registered login credentials
- Only active registered user can access the Sage Portal - you company's Administrative user will have access to create a profile (How can I give access to my payroll users on the Sage Portal?)
- If you have not accessed the Sage Portal before, 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'
- 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.