Support
Help from people who know your system
Our in-house, US-based team is available 5 am to 5 pm Pacific, Monday through Friday. Call (619) 802-0219 or email support@mycrecloud.com.
Self-service
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Who handles what
Support responsibility matrix
Find the fastest path for your request. Some requests are best handled by your own team or by Sage.
| Request | Self help | Local IT | Sage | myCREcloud |
|---|---|---|---|---|
| Sage application security rights | ● | ● | ||
| Add or remove Sage users | ● | ● | ||
| Cloud application software upgrades | ● | ● | ● | $ |
| Sage application errors | ● | ● | ● | |
| Password resets | ● | ● | ||
| Computer cloud setup | ● | ● | ● | |
| Frozen cloud session | ● | ● | ● | |
| Mobile device cloud setup | ● | ● | $ | |
| New 2FA device troubleshooting | ● | ● | ||
| Add or remove cloud users | ● | |||
| New 2FA users | ● | |||
| Folder redirection user changes | ● | |||
| Temporary admin | ● | |||
| Additional resources (CPU, RAM, etc.) | ● | |||
| Cloud server permission changes | ● |
$ myCREcloud Professional Services (billable). ● Responsible for this request.
Common questions
Quick answers
I forgot my password.
Reset it yourself at password.mycrecloud.com, or call us at (619) 802-0219 during support hours.
My cloud session is frozen.
Try signing out and back in. If it is still stuck, call us at (619) 802-0219 or open a ticket in the support portal and we will reset the session.
I have a new phone for two-factor.
Your local IT and our team can help move your two-factor authentication to a new device. Open a ticket to get started.
How do I add or remove a user?
Use the Add a user or Deactivate a user request forms above. Our team makes the change on your cloud server.
I am getting a Sage error.
Sage application errors are usually resolved by your Sage support or consultant. If you think the problem is with the cloud environment, open a ticket and we will check.
Not a client yet?
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