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Customer service

Sage Help Centre

There are times where you may need help or have questions that aren't related to your Sage software.

Here you'll find answers to topics such as:

  • Licensing
  • Using our website
  • Managing your My Sage account
  • Returning your software
 

Forms & Templates

In most cases, you'll use My Sage to manage your acccount online. In some cases, when this isn't possible, you may need to complete a form.

Article name Article number
Company name change or transfer of licence requirements 12111
Microsoft Excel Report Design Specification 23131
Migrating from Sage 50 Payroll to Sage Instant Payroll 25835
Sage 50 Payroll - Technical enquiry fax back form 11614
Standard stationery complaint form 14819
Sage Complaints Process 45649

What you're asking us

Based on what you're asking us, we've created a number of articles to help you with the most common queries.

Article name Article number
How to identify and report counterfeit emails 31571
How to opt in and out of communications from Sage 29891
How to request a replacement CD 17867
Microsoft Office 2010 25731
Sage software on an Apple Mac 15524
Software lifecycle policy 23833
The Sage Business Community 31412
Where to find help with your Sage software 31231
Windows 7 and Sage software 24437
Windows 7 compatibility for Sage 200 24622

There may be times when you need to send us your data. For example to be converted, reapaired of to recover your password. These Ask Sage articles wiill help you with the most common scenarios.

Article name Article number
Sage Data Repair Service - Data Repair form 12532
How to send a data repair, conversion or investigation request via the Sage website 12575
Sage Data Conversion Form 13660
Data Repair Form for Sage 50 HR, Sage 50 Forecasting, Sage WinForecast Professional, Sage 50 P11D and Sage Job Costing 15429
How to download data from our website 30002
QuickBooks data conversion form 20249
Sage Data Investigation form 12535
Sage Data Repair service - Duty of Care Data Repair form 12533
Sage Financial Year Change form 12534
Sage Password Decode form 12536

If you've got a question about your software license, there are a number of Ask Sage articles which cover the most common scenarios.

Article name Article number
Insolvency 27366
Sage 50 Payroll and Sage Instant Payroll - Clarification of the single-user licence 25332
Sage 50 Payroll and Sage Instant Payroll - Over company submissions 30209
Sage Accounts and Sage Instant Accounts - Clarification of the single-user licence 25333
Selling on your Sage software 27367
Temporary licence 27368
What can I do if the software I'm using is registered to someone else? 26117
What to do if you find out your software is counterfeit 26111
What to do if your software does not match the registered version 26115
What to do if your software variant doesn't match your software registration 26113
What to do when your business becomes incorporated 27361
Client Manager licenses 9714

If you need help with registrations, returning an package or additional services, expand the relevant section below.

Registrations

For help registering your software, or for help checking your current registration details, please refer to the following Ask Sage articles.

Article name Article number
How to find your serial number and activation key 17875
Where to enter your Sage software activation key 17842
Registration and activation keys - Frequently asked questions 18701
How to check your Sage Payroll version 16851

Returns

If you need to return a package to us, or cancel your order, you'll find details of how to do this below.

Article name Article number
Sage returns and cancellation policy 24522

Additional services

We offer a number of additional services. For details of these services, please see below.

Article name Article number
How to access Sage Cover web chat 29878
Report Design Service 12102
Sage Cover Extra Webinars 26708
Sage Onsite Support and Private Training 28921

You can use your My Sage login to manage your account, access help and support, download products and updates, book training courses and much more.

When you create a My Sage login, a Sage ID is created behind the scenes that is used to link other services you use, for example Sage Drive and Sage Payments.

My Sage

Below is a selection of questions that customers often ask us about how to sign up and log in to My Sage.

Sign up

How do I sign up?
  1. Visit my.sage.co.uk > My Sage Account > Create a Sage Login.
  2. You’ll be asked to enter your personal contact details and create a password.
  3. Check your inbox for an email from [email protected]
  4. Click the link in the email > enter the password you created earlier > Submit.
How do I link my login to my Sage products?

When you first create your My Sage login, you’re prompted to link to your Sage account. To do this:

  1. Select I am a new or existing Sage Customer, Business Partner, Accountant or Developer > Next.
  2. Confirm your contact details > Next.
  3. Enter two of the following:  
    • Account number
    • Serial number
    • Postcode
    • Tip: You can find details on where to find these in the answer to the following question.

If your contact details match the contact details we hold on the account you’re linking to, you're linked to the account immediately. If they don't, for security purposes an email is sent to the Online Account Administrators on your account asking them to log in and grant you access.

Where can I find my account number and serial number?

In most versions of our software, you can find your Account and Serial number in Help > About > Program Details.

Alternatively, you can find them on any correspondence we send you, such as emails or invoices.

Why do I need to be authorised by an administrator?

When you link to your account you enter your contact and account details. We use these details to find your Sage account and check to see if you’re a contact on this. If we recognise your details, you can log in immediately. If we don’t recognise you, we send a request to the contacts we have registered as an Online Account Administrator to ask them to verify your access.

Why haven’t I received my activation email?

For security reasons, when you create your account or if you reset your password, we need you to confirm that you’re the account holder. To do this, we send you an email containing a unique link that you need to click to continue.

You might not receive your email for one of the following reasons:

  • It hasn’t reached your inbox yet. Depending on your email provider our emails can take up to 20 minutes to arrive.
  • It’s been automatically moved from your inbox. Check your deleted items, spam and junk folders to make sure it hasn’t been automatically moved or deleted.
  • You’ve given us the wrong email address. If you think you’ve used the wrong email address and you’ve checked the two points above, you should complete the process again.

Note: If you need to restart the process, please be aware that you may need to wait for a second activation email to arrive. If you receive the activation email from your first attempt, the link is no longer valid.

If you still can’t log in, contact Sage technical support at my.sage.co.uk/contact-us.

Log in

How do I reset my password?
  1. Visit my.sage.co.uk > Create another password.
  2. Enter your email address > complete the CAPTCHA image > Continue.

    View screenshot >>

  3. Check your emails for the email containing the verification > Code > enter the code > Continue.

    Note: The email containing the code can take up to 20 minutes to arrive. Please don’t navigate away from the Verification Code Sent screen until you've entered the code. If you've not received your verification code email, please check your spam or junk email folders.

    View screenshot >>

  4. Enter your new password >confirm your new password > Submit.
I can’t read the Captcha image to reset my password

You can request a new image or choose to listen to the words or numbers played back through your speakers by choosing the relevant buttons, to the right of the Captcha image.

View screenshot >>

When I reset my password I'm asked to answer some security questions

When you reset your password for MySage, you also reset your password for other online services linked to the same email address. MySage doesn’t have security questions, but if the email you’re using is linked to a service which does, such as Sage ERP X3 or Sage 200 Online, you must answer them to complete the reset process. If you aren’t able to answer your security questions, please contact us on 0845 111 77 33. Alternatively, you can create a new MySage login using a different email address.

Calls to 0845 numbers from the UK cost two pence per minute, plus your phone company's access charge. For full contact options, please visit our Contact us page >>

When I log in I receive a message saying my email address is already in use

If your email address is already used to sign up for an existing Sage service, such as Sage One, Sage Drive or Sage 200 Online, we’ve automatically created a MySage login for you. To log in, enter the password you already use for your existing service. If you don’t know your password, you can choose to reset it.

Why am I being asked to merge my passwords?

To make things simpler and easier, we’ve merged our internal systems so that one password is used to access multiple Sage services or online applications.

View screenshot >>

How do I unlock my account?

If you enter your password incorrectly three times in a row, your account is automatically locked for 20 minutes. After 20 minutes, you can try to login again or if you can’t remember your password, click Create another Password.

Why are you asking me to reset my password?

Here at Sage, we take your security very seriously. If we think the security of your account is at risk, we’ll ask you to reset or strengthen your password.

Account administration

Can I manage my Sage account online?

Once you’re logged in to My Sage you can manage the following:

  • View your account balance
  • View invoices
  • Edit your bank details
  • View any products, services or up-coming training you have with us.

Depending on your level of access, you might need permission from one of the contacts we have registered as an Online Account Administrator on your account to view these details. If you don't have permission, we tell you who can grant you permission and you can send them a request to elevate your privileges.

Can I manage my personal contact details and preferences online?

To edit your personal contact details:

  • Details and preferences > Contact Details > change the information as required > Update.

You can also personalise which Sage product news you see on your home page, change your email subscriptions and edit your automatic update settings. To do this:

  1. Details and preferences > Preferences
  2. Select or clear the check boxes as required > Save Preferences.
How do I add another Sage account?
  1. Visit my.sage.co.uk  > enter your login details > Login.
  2. My Account > My Accounts > Link to an account.
  3. I am a new or existing Sage Customer, Business Partner, Accountant or Developer > Next.
  4. Confirm your contact details > Next.
  5. Enter your Account Number, Serial Number and/or Postcode > Next.
How do I remove a Sage account I don't use anymore?
  1. Visit my.sage.co.uk > enter your login details > Login.
  2.  My Account > My Accounts.
  3. Click the cross next to the account you want to remove.

Note: You can’t remove the first account that you linked to when you created your My Sage login.

How do I view and pay my invoices?

Note: To access the your Sage invoices, you must be an Online Account Administrator, or an Online Account Administrator must give you access to this option.

  1. Visit my.sage.co.uk > enter your email address and password > Log in.
  2. My account > Invoices.
  3. Find the invoice you want to view > click the invoice number.
  4. To pay an invoice online, from the Pay column, select the check box of any invoices you want to pay.
  5. From the Basket area, click Continue and follow the on-screen prompts.
How do I check my account balance?

Note: To do this, you must be an Online Account Administrator, or an Online Account Administrator on your account must give you access to this option.

  1. Visit my.sage.co.uk > enter your email address and password > Log in.
  2. My account > Account balance.
  3. If you've got an outstanding balance and want to make a payment > Amount to Pay box > enter the value you want to pay > Make a payment.
  4. Ensure the billing details are correct > Continue.
  5. Check the payment and invoice information > Next > follow the on-screen prompts.

Software and registrations

How do I register my Sage software?
  1. Visit my.sage.co.uk > enter your email address and password > Log in.
  2. Support > Software registration centre > enter your serial number and email address > Submit.
Where can I find my activation key for my Sage software?
  1. Visit my.sage.co.uk > enter your email address and password > Log in.
  2. My Account > Products and services > find the item you want to view > click the serial number.
How can I download Sage software?
  1. Visit my.sage.co.uk
  2. Enter your email address and password > Login > if prompted, select the company you want to use.
  3. Support > Download software and updates.
  4. From the drop-down list select your software.
  5. Locate the required download > Download.
How do I access Ask Sage?
  1. Visit my.sage.co.uk
  2. Enter your email address and password > Login > if prompted, select the company you want to use.
  3. Support > Help Centre > choose your product > Search.
Can I test drive Sage software before I buy it?

If you're considering buying Sage software, you can try it free of charge first. To do this, visit https://shop.sage.co.uk/testdrive.aspx and click the software you want to try.

If you decide that you want to buy any of the products you've tried, please visit the Sage Shop.

Sage ID

Sage offer a range of online applications and services. When you sign up for access to the Sage website or other Sage services, this creates a Sage ID which is used to link all the Sage services you have, for example Sage Drive and Sage Payments.

If you register for multiple services using the same email address, we link them all together using your Sage ID, meaning you only need to remember one email address and one password for all of your Sage online services. This works in a similar way to a Google ID or Apple ID which you might be familiar with.

How do I create a Sage ID?

When you sign up to any of our online applications or services, a Sage ID will be created for you. If registering for multiple services using the same email address, we’ll link them all together using your Sage ID, meaning you only need to remember one email address and one password for all of your Sage online services.

There isn’t a way to create a Sage ID on its own, your Sage ID works in the background to link all of your different services together.

Example products and Services that require a Sage ID:

  • Sage Website
  • Sage One
  • Sage 200
  • Sage Drive
  • Sage Payments

How do I know if I have a Sage ID?

If you already use a Sage online service or application, you'll already have a Sage ID. Example products and Services that require a Sage ID:

  • Sage Website
  • Sage One
  • Sage 200
  • Sage Drive
  • Sage Payments

Passwords and security FAQ

How do I reset my Sage ID Password

Your Sage ID is used to register you for multiple online services or applications using one email address and password. For example, if you register for Sage Drive and My Sage, you can log into both using the same password. This means when you reset your password, you’re resetting your password for all of your online services and applications.

To reset your password, simply visit the login window of the service you’d like to log into, for example, Sage Drive, and choose the relevant reset password option. The new password you choose is then used to access all of your Sage online services and applications.

How strong does my password need to be?

Your Sage ID links together all of your online services and applications. Different applications however can have different levels of security, depending on what you’re logging into. For example one application may require just a password, while another application may also require you to set a 6 digit PIN number.

Your Sage ID will always default to the highest level of security attached to the applications you’ve registered for. This means if one of your applications requires a 6 digit PIN as an additional security measure, all of your other online services will require the same PIN next time you access them or choose to reset your password. The same applies to password strength – if one application requires a stronger password, the same will apply to all of your applications and services. You’ll be told when resetting your password if it isn’t secure enough.

I can't read the Captcha image to reset my password

You can request a new image or choose to listen to the words or numbers played back through your speakers by choosing the relevant buttons, to the right of the Captcha image.
View screenshot >>

How do I unlock my account?

If you enter your password incorrectly three times in a row, your account is automatically locked for 20 minutes. After 20 minutes, you can try to login again or if you can’t remember your password, click Create another password.

Why are you asking me to reset my password?

Here at Sage, we take your security very seriously. If we think the security of your account is at risk, we’ll ask you to reset or strengthen your password.

I haven't received my activation / verification email

For security reasons, when you create your account or if you reset your password, we need you to confirm that you’re the account holder. To do this, we send you an email containing a unique link that you need to click to continue.
You might not receive your email for one of the following reasons:

  • It hasn’t reached your inbox yet. Depending on your email provider our emails can take up to 20 minutes to arrive.
  • It’s been automatically moved from your inbox. Check your deleted items, spam and junk folders to make sure it hasn’t been automatically moved or deleted.
  • You’ve given us the wrong email address. If you think you’ve used the wrong email address and you’ve checked the two points above, you should complete the process again.

If you still can’t log in, contact Sage Technical Support at www.sage.co.uk/contact

Help that you can access from within your software

There's a wide range of support material already built into your software.

To view this, open the area or window where you need help, then press F1. Where relevant, this also links you to any other support material and advice.

Ask Sage

Sage Cover members can visit Ask Sage at any time. Here you can access a range of articles to help and support you with sales, purchases, products, services and any other software query you might have.

Develop your knowledge

Sage Training is a versatile and valuable service that enables you to use your Sage software to its full potential. Quality training benefits businesses by improving staff retention, morale, productivity and, of course, performance.

You can choose from:

  • Classroom based training.
  • E-learning.
  • Self-study

For more information and to book, please visit our UK or Ireland Sage Training site.