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/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.