SapphireOne provides practical, responsive support to help your organisation keep moving—whether you need assistance troubleshooting an issue, confirming expected behaviour, or receiving guidance on best-practice workflows. You can choose the support option that best suits your needs, from self-service assistance through to a scheduled session with the SapphireOne Support Team. The three available options are outlined below.

To book support through the online portal, please continue to use your SapphireOne support code — your client code (shown on your SapphireOne invoices) followed by the five-digit PIN located on your SapphireOne toolbar (for example, SAPONE12345).

Access to the Sapphire AI Assistant now requires a username and password. Your password has not changed — please keep using the one you already have — and your username is the primary email address registered with your SapphireOne account. If you’re unsure which email that is, or need any help signing in, simply contact us at support@sapphireone.com.

1. Use the Sapphire AI Assistant

The Sapphire AI Assistant is a powerful first step for quick guidance. Trained on our extensive Knowledge base, Available 24 hours a day, 7 days a week and capable of assisting users in multiple languages, the assistant can help you locate relevant knowledge base articles, explain workflows, and clarify what information the SapphireOne Support Team may need if your request requires escalation.

While the Sapphire AI Assistant is designed to provide accurate and helpful guidance based on SapphireOne documentation and best practices, responses are intended as informational assistance. For issues that may affect operational data, configuration, or system behaviour, clients are encouraged to confirm the recommended approach with the SapphireOne Support Team.

2. Email the SapphireOne Support Team

For technical assistance, email the SapphireOne Support Team with a clear description of the issue. The more detail you can provide upfront, the faster we can diagnose and resolve the problem.

Where possible, please include:

1. Your client code (and support code if available)
2. The platform or operating system you are using (for example: macOS, Windows, Web Pack, or browser type)
3. The module and area you were working in (for example: Accounts, Payroll/HR, Inventory, Job Projects)
4. What you expected to happen versus what actually occurred
5. The exact wording of any error messages
6. The steps taken leading up to the issue
7. Screenshots or screen recordings, where appropriate
8. The urgency and operational impact (for example: affecting end-of-month processing, payroll cut-off, or a single user)

3. Book a Support Session

If you require a more interactive response—such as screen sharing for troubleshooting, configuration checks, or workflow guidance—please use the Make a Support Booking link above. Support bookings are recommended when an issue is complex, time-sensitive, or involves multiple system components that are easier to review live.

Testing, Training and Safe Troubleshooting

SapphireOne strongly recommends using the Bondi Blue test data file for all testing, consulting and training activities. Working within a test environment helps protect your live operational data and allows configuration changes or troubleshooting steps to be validated safely before being applied in production.

Before any consultation or troubleshooting that may involve configuration changes or data investigation, a current backup of your live data file is required to ensure data integrity and operational safety.

For further information about the SapphireOne support process, please consult: Maximise Efficiency with SapphireOne’s Professional Support Process