Prepare to send your data

• Ensure you have a case reference number. If you don't have a case reference number, contact Sage Technical Support
• Ensure you have a My Sage login. If you don't have a My Sage login you can create one now, My Sage login help

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 a My Sage login to create one, 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 Repair, click Upload/download your data.
8. Click Upload new data then click Upload data.
9. Select the product that the data relates to.
10. Select the level of service and the related charge, then select the I agree to these terms and conditions check box, 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've 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 or not you'd like 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 will 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 the data is repaired, our Data Repair team email you to advise that the data is ready for download.

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 an My Sage login to create one, 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. Under Other Data Services, click Upload your data now.
9. Click Upload new data, then click Yes.
10. Select the product that the data relates to and select the required service then click Next.
11. Select the level of service and the related charge, then select the I agree to these terms and conditions check box and click Next.
12. Enter or amend your contact information, case number and company name of the data you are submitting then click Next.
    
    

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

13. If relevant, amend the Non-Sage programs information and click Next.
14. Enter any additional information that will help us complete your request and click Next.
15. Choose whether or not you'd like to help us develop a better experience and click Next.
16. Enter your Authorisation details and click Next.
17. Check the information is correct then click Upload Files.
18. 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 when uploading, the data backup folder should be zipped and then uploaded instead. 

    
    

    
    Once you submit your data, an email is sent to confirm the level of service and the terms and conditions. This email confirms receipt of the authorisation form.

Once your data request is successfully completed, you will receive an email with next steps.

Download your data

NOTE: Once we've fixed your data, you have up to 30 days to download it.

If you need to download your data after 30 days, contact Sage Technical Support.

1. Visit My Sage then click Sign in.
2. Enter your My Sage Login 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 it click 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. You can check for updates in Help > Check For Updates.

Restore your data

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

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

Password protecting your data

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

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.