Hello Lee Murphy,

Thank you for reaching out. Believe I found your Account ID ending 40xxxxxx53 using the email linked to your Sage City profile. Notes from Support Ticket 8008345288 say that your data is on the older Sage One platform which was replaced by Sage Business Cloud Accounting (a completely different infrastructure). SBCA is the cloud based version that can be integrated with Sage 50cloud to bring in transactions. 

My colleague Felix's notes from your support ticket 800xxxxxx288 on the 18th advise that your data is on the older platform. Please reach out to the team at [email protected] for guidance on next steps. The bad news is that the old platform cannot be instantly converted to the newer platform. There was a migration date for users a few years ago. 

My notes from 2017 are below (I'm not sure that the email address mentioned is still active, the newer one should be [email protected]):

"If they are migrating their Sage One company file to Sage 50cloud then they'll get a new Sage One account and need to email [email protected]   to move things over

or

If they have a Sage 50 company file and want to link it to Sage One then they can follow these steps on how to have a matching Chart of Accounts in Sage 50 and Sage One "  

Once you're set up on the newer SBCA platform, see this blog with  6 Steps for move data or connect Sage Accounting to Sage 50 CA.


Hope this helps!
Warm Regards, 
Erzsi

We've been on Sage Accounting for 2 years, not Sage One - Felix must have misunderstood - it was when we started a new fiscal this occurred

Thanks for responding Lee Murphy, if you are on the newer version that's great. I've asked Sage 50 CA Support and Sales to double check your plan type to ensure it's the right one. The blog with 6 Steps to move data or connect Sage Accounting to Sage 50 CA should apply to you if so. 

My last call with them said I need to migrate from Sage One - support set up a call and did not call at the appointed time - the frustration is growing and deciding to stay with Sage may not be an option.

Hi Lee, Sorry to hear this! I'm not seeing notes regarding a callback... but that team may have access to a different system.  Sage One CA was retired as of May 31st, 2020 ( see this retirement notice  http://1sa.ge/PUI630quwvY). So I'm surprised but glad to hear you can still get assistance with moving data to the newer platform. I've reached out and forwarded your comments to a colleague with access to the inbox for  [email protected] to inquire about your callback. Will update you with any news.  Warm Regards, Erzsi