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Submit a query online

Created on  | Last modified on 

Summary

This guide covers how to submit and track your support queries online to Sage Customer Services.

Description


You can log in to your My Sage account any time to submit a query about your Sage products and services using the Case management service.

 NOTE: This service is only available for Sage Instant Payroll, Sage Payroll (Ireland), Microsoft Office 365, Report Design and TASbooks. If you're using another Sage product, you can check out the other ways to get in touch. Read more >

You can check on the progress of queries and if required, add further details, at any time.


Submit a new query

If you know how to submit a query online to Sage, click the button below:

Submit a query now >

If you haven't submitted an online query before, follow the steps below:

  1. Go to: my.sage.co.uk/cases 
  2. If prompted, click Sign in, if not, proceed to step 5.
    NOTE: If you don't have a My Sage login, to create one click New customer? Start hereRead more >
  3. Enter your Email and click Continue.
  4. Enter your Password and click Log In.
  5. If prompted, select the account you want to submit a query for.
  6. To submit a new query, either click the Add new case tab, or click log a new support case here.

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  7. Complete all fields on the form and enter a full description of your query.
  8. To submit your query, click Add new case.

Your query is sent to the relevant Sage Customer Services team for your Sage product or service. We aim to respond to queries within one working day and you receive an email when we update your query.


View and update existing queries

  1. Go to: my.sage.co.uk/cases 
  2. If prompted, click Sign in, if not, proceed to step 5.
  3. Enter your Email and click Continue.
  4. Enter your Password and click Log In.
  5. If prompted, select the account you want to submit a query for.
  6. Click My cases, then click the query you want to view or update.
  7. If required, to add an attachment, click Add attachment to case.
  8. If required, to add further comments, click Add comments to case.