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Support checklist

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Before raising a case with the team, it’s important that you perform some troubleshooting to attempt to resolve the issue yourself. If you’re unable to resolve the issue, please include any troubleshooting you’ve completed in your email as this will speed up the investigation process.

If you don’t know all of the information from the checklist, don’t worry, but this could result in further information being requested.

  • Your Sage account number
    If you have been in contact with the team previously we will have set up an internal CRM account for you or your company and provided you with an eight digit number, usually starting with 0 or 6.

    If you don’t have an account number, this will need to be set up first and we will let you know the details required.

  • Your company name

  • Any case reference
    For ongoing cases

  • Any password on the account

  • The exact version and region of the product you’re working with
    For example: Sage Accounting Start, UK

  • The API version you’re using
    For example: version 3 or 3.1

  • Full details of the problem
    Including all JSON request and response information with steps to replicate where applicable

  • A complete understanding of the impact this is having on your customer and why

  • The documentation or endpoint you’ve been working from

  • If you can replicate the problem using a new Sage Accounting trial account
    Set up for the same region used when the issues are encountered

  • Any steps you’ve taken to troubleshoot the problem