Customer Support and resources

Important! Before you contact Customer Support, take advantage of the following resources, which are available 24 hours a day, 7 days a week.

Check in Sage 100 Contractor Help

From anywhere in the Sage 100 Contractor software, you can display this comprehensive library of accessible topics to learn more about specific procedures, topics, fields, or buttons.

Read the product documentation

The software comes with several PDF guides, including Release Notes, Installation and License Administration Guide, and User Guide, among others.

To view the guides, click Home & Resources tab > Product Documents or, if you have Activity Centers hidden, click Resources > Printable Documents.

Ask the community at Sage City

Join industry peers, certified partners, and Sage professionals online 24/7 in the Sage City General Discussion forum—the best place to ask questions and share product experiences, tips, and tricks.

You can also check Sage City for the latest product alerts. Keep up with the latest product information in the Sage City Announcements, News, and Alerts forum.

Search in Sage Knowledgebase

Depending on your Sage service plan, we offer a web-based Sage Knowledgebase and online user community forums through the in-product menu or by visiting www.sagekb.com in your browser. Our staff maintains an extensive knowledge database of questions and answers covering everything from frequently asked questions to more complex problems and solutions. This online tool is the same tool we use in our customer support call center to help answer your call.

To log in to Sage Knowledgebase:

  1. Go to www.sagekb.com.
  2. In the upper-right, on the menu bar, click Log on.
  3. Enter your Username and Password.
  4. Click Log on.

Contact Customer Support through Live Chat

Click the [Live Chat] button Monday through Friday, from 9 am to 8 pm ET to start a conversation with a customer support analyst. The [Live Chat] button is available in the lower left corner of the Home window.

Our analysts work with you to respond accordingly to the urgency of your issue. Call urgency can range from a simple explanation of software settings to critical situations in which work is stopped or data integrity is compromised. Some calls may warrant further research and followup, in which case our support analyst will place your call in their in-progress work list. At every step of the way, we work with you until we reach a resolution or agreement.

Depending on your Sage service plan, you may check the status or update, or even create a new support ticket online:

  1. Visit https://customers.sagenorthamerica.com/irj/portal/anonymous/login.
  2. Enter your Customer Portal Username and Password.
  3. Click Log on.
  4. On the right, click the Cases button.

Before you contact Customer Support

Be sure to have the following information on hand so we can handle your inquiry efficiently.

Information for Customer Support
Question How to Find the Answer
What is your Sage client ID number?

Your client ID number can be found on correspondence you receive from Sage. If you do not know your Sage client ID, contact the person at your company who maintains your relationship with Sage.
What software version are you using? To find the version, open Sage 100 Contractor; click Help > About Sage 100 Contractor and note the number listed.
What application or area in the software are you calling about? On the menu list, identify the application and window where are you are working (i.e. Selecting Invoices to Pay in 4-3-1, Accounts Payable Vendor Payments).
How can we help you? Walk through the exact steps you completed with as much detail and accuracy as possible.
Is there an error message? Write down the exact wording of the message.
Can you reproduce the issue? Were you able to walk through the same steps that led to the problem and see whether it happened again?
Is this the first time the problem has happened? Does the problem occur on one workstation or several? Ask other users if they have experienced the same problem. Have them test at their workstation to see if they experience the same problem. Also, have the original user try other workstations to see whether the problem is specific to that user.
Has anything changed with your software, hardware, or workflow? Ask your network administrator for technical information regarding anything that may have changed behind the scenes: upgrades to Sage 100 Contractor, new third-party software installations, moving of data from one server to another, new printers or print driver installation, or anything else that might affect the network.
Does the problem happen in the sample data sets? Select [File> Open Company], then change the drive letter on the dropdown to C:, select Sample Company.