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Submit a query online

Created on  | Last modified on 

Summary

How to submit your support queries to Sage Customer Services.

Description

 NOTE: This service is only available for Microsoft Office 365 and Report Design. If you're using another Sage product, you can check out the other ways to get in touch by visiting the Sage Help Centre.

Resolution

Submit a new query

Follow the steps below to log a case online:

  1. Go to my.sage.co.uk then select Sign in.
  2. Enter your Email address and click Continue.
  3. Enter your Password and click Log in.
  4. Enter your 6-digit authentication code and select Continue.
  5. If prompted, select the account you want to submit a query for.
  6. Go to Support queries, then Create case.
  7. Click the Product drop-down menu and select the option you need.
     NOTE: Selecting the correct option here gets your query to the correct team.  
  8. Complete the form and click Continue.
  9. If you still need to log a case, enter a full description of your query.
  10. Select Add new case.

We aim to respond to queries within one working day once you’ve submitted your case. 

Updated cases

When an agent updates your case, you'll receive an email notification to advise you. Updates also show when you log in to My Sage. For example:

A menu to view open cases.

You can also read and respond to the reply within Support queries, then Case history. 

View and update existing queries

  1. Go to my.sage.co.uk then select Sign in.
  2. Enter your Email address and Password and click Log in.
  3. Enter your 6-digit authentication code and select Continue.
  4. If prompted, select the account you want to submit a query for.
  5. Click Support queries, then Open cases.
  6. Click the query you want to view or update.
  7. If required, add any further comments in the Comments box and click Add.
  8. To add an attachment, click Attachments, then Choose files.
  9. Browse and double-click the file, then click OK.