Troubleshooting Guide

Topics

Answers

Credentials

"I clicked the link in the email to retrieve my temporary credentials but it says it is expired. How can I get new credentials?"

A user with administrator privileges can log into the Sage Provisioning Portal to reset temporary credentials using the steps below. As long as you've established your Sage Account, you can access SPP and even reset your own credentials!

1. From the top navigation bar, select Organisations > Users
2. Find the user you wish to reset and select the 3 dots at the end of the row.
3. Click Reset AAD password, which will trigger a new email to the user with a link to their credentials.

App Download Issues

"My organization does not allow us to download apps to company devices"

"I don't have the necessary admin privileges to download the Windows App"

"I get an error when downloading the Windows App"

Load Time for Sage 50 App

"It’s taking my Sage 50 App a long time to load – is this normal?"

The first time you open Sage 50 it may take some time to load data and configure the virtual machine, and can take several minutes. Give it some time!

Help with importing and exporting data

"I have data that I want to bring into Sage 50 Cloud (or data I want to export from Sage 50 Cloud) and need some help troubleshooting.

The ability to import and export data to and from Sage 50 is essential for collaboration and execution of tasks. We've created a quick video that helps guide you through this process.

Microsoft Office 365

Currently the following Microsoft Office 365 License Compatible with Sage 50 Cloud are: 

• Business Premium
• Enterprises 

Knowledgebase Article: 

• Error: "The products we found in your account...in shared computer scenarios."
• How can I tell what version of Microsoft 365 I’m using?

Exporting into Excel

When exporting reports from Sage 50 Cloud to Excel for the first time, you will be prompted to sign in. Please sign in with the email address associated with your Microsoft Office 365 license. Once signed in, you will be able to access the report in Excel. 

Note: If you don't have the Microsoft Office 365 License compatible with Sage 50 Cloud, please reach out to your account manager to further assist you in upgrading your license.

Emailing in Sage 50 Cloud

Emailing in Sage 50 Cloud currently supports the webmail option in your Sage 50 email setup settings. 

Follow the steps in this knowledgebase article for guidance on set up: Emailing in Sage 50 Cloud. 

Saving Files and Moving Files

When saving files in the new setup, they will be stored within the File Explorer of the Windows application. To transfer files from Sage 50 Cloud to a local folder on your desktop, you’ll need to manually copy and paste them.

Third-Party Integrations with Sage 50 Cloud 

For information on add-ons, please review this article for a list of compatible applications that integrate with Sage 50 Cloud: Third-Party Integrations for Sage 50 Cloud

Reset your Multifactor-Authentication (MFA) for your Sage Provisioning Portal or Windows App

If your 2FA is no longer connected or linked with your device or email, select the one that best applies.

I cannot log into my Sage Provisioning Portal (add/assign/manage users): Change your 2-factor authentication (2FA) device or phone number

I cannot log into the Windows App to access my Sage 50 Cloud application: Reach out to our Sage 50 Technical Support Team at 1-866-747-3888 Monday-Friday from 9AM-8PM EST.