We have recently made some changes to the Sage Customer Portal to provide you with an enhanced experience connecting with Sage. Our customers are at the heart of what we do, and part of our commitment to our customers is to simplify and optimise our processes.

You can now log your queries online on the Sage Portal, where the form will be pre-populated based on your user profile.

How will I  log a query or request on the Sage Portal?

Step 1: Access the Sage Portal 

• Access the website https://portal.sage.co.za/shp 
• The site can also be access from within the payroll application on the Company Listing screen by selecting 'Customer Portal' 

Step 2: Enter your login credentials

• Complete your Site Code and registered login credentials 
• Only active registered user can access the Sage Portal - you company's Administrative user will have access to create a profile (How can I give access to my payroll users on the Sage Portal?)
• If you have not accessed the Sage Portal before, use the 'Reset Password' option to create your new password (How do I reset my password on the Sage Portal?)

Step 3:  Select to 'Log a Query'

• From the menu options, select Support > Log  a Query (New)

Step 4: Complete the details of your query on the form 

• The form will be pre-populated with the Sage Portal details linked to your profile
• You will be able to change some details (e.g. product) if required
• Complete the form with the details of your query or request
• Some fields are marked as mandatory (with *), and require infomration to be completed, to be able to submit the form
• Take note: When you select to add file attachments to the form, all the files must be selected at the same time to upload

Step 5: Submit the form 

• Click on Submit to send the form to Sage Customer Support 
• An onscreen message will display and reflect the case reference number

• You will also receive an immediate auto-response via email, which will identify your query’s reference number.
• You may use reference number to follow up on the progress of your logged query, or track your status under View All My Queries once incident has been logged
• You will receive a response from our experienced consultants

Take note: From March 2024, we will discontinue the current webform submission process on Smartsheets, and only make use of this new process . You will also be able to get in touch with the Customer Support  with Chats and Phone (voice) channels.