Open a support case

In the United States, a designated support user is someone your company has authorized to work with Sage Intacct Customer Support. Typically, this person is an Intacct administrator, IT contact, subject matter expert, or project manager. The designated support users are the only users who are authorized to contact Customer Support. In other regions, any active Sage Intacct user can log a support case.

If your company was implemented by one of our VARs or partners, contact your VAR or partner for support.

If you work for an Intacct partner, you can call Support or log a support case.

Limit the case to 1 specific issue. If you have multiple unrelated issues, create a separate case for each issue.

For general account concerns or improvement opportunities, contact your account manager.

  1. Sign in to the Community, then select the Support tab.

  2. Select Log a Case.

  3. Follow the prompts to enter the case.

  • Select the most relevant values that reflect your issue for both Case Reason and Application Area. Selecting incorrect values can cause delays.

  • Attach screenshots or a short video of your issue when applicable.

  • Provide as much detail as possible. You can copy the following list into the case Description field and use it as a starting point.

    • Summary of issue:

      A detailed description of the issue, what occurred, and any actions that were taken.

    • Error message:

      If you see an error message, provide the exact error text.

    • Date or time issue:

      For example, Feb 12 2026, 09:00 AM.

    • How many users affected?

      How many users are affected, who, location, and so on.

    • Replication steps:

      List the steps that you took that made you encounter the error. Menu items used, buttons selected, files uploaded, and so on.

    • Expected result:

      You expected A to happen, but B happened instead.

    • Has this worked before?

      If you've performed this action before and it was successful, when was this and under what conditions?

    • Troubleshooting actions:

      List what you've tried or reviewed to resolve this issue.

Customer Support hours and phone numbers

In the United States, only a designated support user is authorized to call Sage Intacct Customer Support.

Sage Intacct Customer Support operates between the business hours of 6:00 AM to 6:00 PM local time in countries we support. After-hours support is available for high-priority cases.

The best practice is to open a support case online before calling Support so that your call can be routed to the right experts.

The number you call depends on where you are located.

  • North America: (877) 704-3700

  • United Kingdom: +44 (0)19 1479 5990

  • Australia: +61 1300 729 330

  • South Africa: +27 (0)11 304 3220

  • France: 01 70 73 16 40

  • Germany: +49 69 500076297