Sage 100

Thank you Sage for your stellar subscription renewal program!! Client on monthly billing auto pay. They are currently in read only mode because Sage apparently doesn't think they have paid. At least we know the read only mode works. Been on hold for 26 minutes and counting. Everyone on the east coast must be calling in for year end support. I wonder if they beef up the phones at year end. I have tried updating the registration under system config. Crickets. Any other hidden tricks?

You might have to try using your own unlockers in the interim.

They have Scanco products....... They are on monthly billing. Keys expire on 1/2. They got a renewal invoice dated 1/3. I thought they received a 45 day grace renewal.

Or try back-dating the computer.

Agreed, 45-day grace should have kicked in, unless maybe they happen to be a SAN. Back-dating the computer might be your best bet.

And/or if you do need to try using your own unlockers, perhaps Scanco can provide a temp registration/key.

That is why I have convinced all Payroll clients to be on an annual plan even if they want monthly payments for Sage 100 core. 11 less chances per year for Sage to lock them out of Payroll.

We had one yesterday. Theirs was not just payroll but all of Sage100 (they don't even have PR). When I ran *INFO it showed and expiration date of 5/15/2017. Sage fixed it after about an hour. Their reply after fixing it was ""Registration information was missing in the CE server Entitlement record. I have fixed and updated."" I have no idea what that means though.

But this doesn't seem like a payroll only issue.

Remember the whole Y2K fears?? If Sage can't communicate with their ""Entitlement"" server, welcome to 2000!

Had this happen to client last October as well. The registration server sits somewhere in the UK (go figure) and it doesn't get updated. So you have to open a case with tech support and wait for them to fix. I think it happens more frequently than they let on ....

Only took about two hours of waiting but Sage finally called back.....

Anyone have an email address of a Sage employee that actually cares about these snafus? Client lost a couple hours of productivity waiting for tech support assistance. Subscriptions on auto pay should never fail. What happened to the grace period?

Robert.Larsh@sage.com; Linda.Cade@sage.com; Diane.Coffman@sage.com ???

linda.raby@sage.com, Scott.Brady@sage.com

Include them all!

I wouldn't hesitate to include the top people when appropriate: Jennifer.warawa@sage.com; Nancy.harris@sage.com; Scott.ehmen@sage.com; Dianna.Lane@sage.com

Remember how support for MAS90 used to be one of the reasons we would recommend the program? At least for me. I had to wait about 3 hours for a call back yesterday and then was lucky that I wasn't on the phone or visiting the restroom at the exact time they called (as usual!)

I have had this happen a few times this past year as well. Client had the right numbers and paid but Sage's server that the system pings to verify didn't have the right numbers. It took several hours and one more than a day to get resolved. I tried to call Sage's finance department call last week to get help with them not recording the payments I sent them last November and December and waited an hour (doing other things while waiting) and then left a message. No call back for two days so I called again and was forced to leave a call back number. This was NOT support but their finance department. To this day I have not heard back from finance! I was on the phone today about this Payroll Certification renewal mess and was told that for some reason I was ""opted"" out of communication even though I signed up for it. That explains why I wasn't told about the Payroll Cert and the Partner Calls. I explained that others have had the same issues and was told to let everyone I talk to know that if you aren't getting correspondence from Sage via any of their multiple locations to get info from to let them know and they can check the settings on their side?

And who would that be again, @KathyPurkiss ???

Your regional manager. I spoke with Rosie Corrales however she doesn't work with all states.

What's the verdict on Sage PR Certification @KathyPurkiss? I didn't sign up for it nor have I taken the test which could possible be an issue come tomorrow.

There is a Payroll Certification due with your 2019 Authorized Partner Renewal. It cost $500.00 and you need to sign up and pay for it on Sage U. I was told the announcement came out in September but I never heard anything until last week. Normally when there is a cert due, I get those reminder emails that make your heart skip a beat but nothing until I was sent an email on Monday to ask why I haven't paid or renewed my Sage 100 Authorization which I did both. In this email, it mentions that the Cert is due as well with my authorization renewal. I would have gladly taken it in the fall verses now when I'm nothing but a W-2/1099/Payroll Tax Machine the whole month of January!

This conversation screams ""post me on Sage City's Partner forum""... https://sagecity.na.sage.com/support_communities/sage_partners/f/sage-100-general-partner-discussion (If you don't have access, it is relatively quick to apply...).