Help from people who have filed the paperwork
Support is included. There is no ticket tier that buys a faster answer.
Email support
Write to us with the consignment reference and we will look at the record itself.
support@sagesoft.com.auHours
Monday to Friday, AEST business hours. Cut-off problems get priority — say so in the subject line.
Onboarding
New accounts get a guided setup: credentials connected, templates built, first consignments filed together.
Book onboarding →Common questions
A lodgement was rejected — what now?
Open the consignment: the rejection reason sits on the record with the offending field flagged. Correct it there and re-lodge. If the reason is unclear, send us the reference and we will read it with you.
How long does onboarding take?
Most customers are filing real documents within a fortnight. The work is connecting your authority credentials, setting up document templates on your letterhead, and loading standing details for regular consignees. We do that with you rather than handing over a manual.
Can you migrate our existing history?
Standing data — consignees, commodities, establishments, templates — yes, from spreadsheet. Historical lodgements generally stay where they are, since the authorities hold the record of what was filed.
Who can see our data?
Your users, according to the roles you set. Our support team can access a record only to help with something you have raised, and that access is logged. Data is hosted in Australia, exportable in full at any time, and never sold, shared or used to train anything.
What happens if we leave?
Export your data in full, and we will help you get it into whatever comes next. Nothing is held back as a retention tactic.
Something is broken and a vessel closes in an hour
Email support with “cut-off” in the subject and the consignment reference. Those go to the front of the queue during business hours.
We need more hands, not more support
That is what managed services is for — capacity through a peak, or the function run end to end.