Prepare to send your data

• Ensure you have a case reference number. If you don't have one, get in touch
• Check that you have a My Sage login. You can create a My Sage login now

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Submit data for repair

CAUTION: Suspend all data processing during the repair.

1. Back up your data to your hard drive and make a note of the location and file name used.
2. Visit My Sage then click Sign in.
   If you don't have one, to Create a My Sage login, click New customer? Start here. 
3. Enter your My Sage Login Email address and click Continue.
4. Enter your Password and click Log in.
   If you've forgotten or want to change your password, to reset it click Forgot your password?
5. If prompted, click Select for the required company.
6. Go to the Software tab, select Data repair centre.
7. Under Data Repair, select Upload/download your data.
8. Click Upload new data then Upload data.
9. From the Select registration screen, click Select for the product the data repair relates to.
10. Select the level of service and the related charge, then select the I agree to these terms and conditions checkbox, and click Next.
11. Enter or amend your contact information, case number and company name of the data you're submitting then click Next.
    If you have more than one set of data to repair, you must have a case number for each set.
12. If relevant, amend the Non-Sage programs information and click Next.
13. Enter any additional information that will help us complete your request and click Next.
14. Choose whether you want to help us develop a better experience and click Next.
15. Enter your Authorisation details and click Next.
16. Check the information is correct then click Upload Files.
17. Click Select File(s), browse to and select the required file and click Open then click Upload to Sage.
    
    

    NOTE: If the backup file fails to upload, zip the data backup folder and upload it.

     

Once you submit your data, you’ll receive an email to confirm the level of service and the terms and conditions. This email confirms receipt of the Sage Data Repair Service authorisation form.

When your data is ready for download, our Data Repair team will email you to let you know.

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Submit data for investigation

NOTE: You can't submit Payroll data for conversion.

1. Back up your data to your hard drive and make a note of the location and file name used.
2. Visit My Sage then click Sign in.
   If you don't have one, to Create a My Sage login, click New customer? Start here. 
3. Enter your My Sage Login Email address and click Continue.
4. Enter your Password and click Log in.
   If you've forgotten or want to change your password, to reset it click Forgot your password? 
5. If prompted, click Select for the required company.
6. Click the Software tab, then click Data repair centre.
7. Under Data investigation, click Upload/download your data.
8. Click Upload new data, then click Upload data.
9. On the Select registration screen, click Select for the product the data investigation relates to.
10. Select the level of service and the related charge, then select the I agree to these terms and conditions checkbox and click Next.
11. Enter or amend your contact information, case number and company name of the data you’re submitting then click Next.
    

    NOTE: If you have more than one set of data to convert, you must have a case number for each set.

12.  

    If relevant, amend the Non-Sage programs information and click Next.
13. Enter any additional information that will help us complete your request and click Next.
14. Choose whether you want to help us develop a better experience and click Next.
15. Enter your Authorisation details and click Next.
16. Check the information is correct then click Upload Files.
17. Click Select File(s) then browse to and select the required file. Click Open then click Upload to Sage.
    

    NOTE: If your system fails to upload the backup file or it's removed from the upload section, zip the data backup folder instead, then upload. 

     

You'll receive an email to confirm the level of service and the terms and conditions. This email confirms receipt of the authorisation form.

Once your data request is complete, you’ll receive an email with the next steps.

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Download your data

NOTE: Once we've fixed your data, you have up to 30 days to download it. For more information, view Data repair and testing - data retention periods.
If you need to download your data after 30 days, contact Sage Technical Support.

1. Visit my.sage.co.uk then click Sign in.
2. Enter your Email address and click Continue.
3. Enter your Password and click Log in.
   If you've forgotten or want to change your password, to reset select Forgot password?
4. If prompted, click Select for the required company.
5. Click the Software tab, then click Data repair centre.
6. Under either Data Repair, click Upload/download your data.
7. Locate the amended data, click View.
8. Review the information about your data in the Comments area, then click Download and click Save.
9. Browse to the location where you want to save the file, for example, the Windows desktop and click Save.

NOTE: Before you restore the repaired data, you must install the latest software updates. Go to Help, then select Check For Updates.

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Restore your data

NOTE: When restoring, you’ll lose any data processed since you sent it in.

The following articles are available to help you restore your data:

Sage Accounts	Restore your data, reports or layouts
Sage 50 Payroll	Restore a backup
Sage 50 P11D	How to back up and restore your data
Sage 50 HR	To back up and restore Sage 50 HR data
Sage Payroll Republic of Ireland only	Restore a backup for a single payroll

 NOTE: Before you restore the repaired data, you must install the latest software updates. Go to Help then select Check For Updates. 

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Password protecting your data

The following articles are available to help you set a password on your data:

Sage Accounts	Set up your access rights, logon names and passwords
Sage 50 Payroll	Set up, add or delete users
Sage 50 P11D	Create and manage user names
Sage 50 HR	Manage Sage 50 HR security

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Back up your data

The following articles are available to help you back up your data:

NOTE: When sending a backup of your data for repair, we require a data files only backup.

Sage Accounts	Back up your data
Sage 50 Payroll	Back up your data
Sage 50 P11D	How to back up and restore your data
Sage 50 HR	To back up and restore Sage 50 HR data
Sage Payroll Republic of Ireland only	Back up your data

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