How is the communication of Sage?
Reviewers report that communication with Sage is largely inconsistent and frustrating, with a strong negative trend dominating over time. Out of 27 mentions, only 6 are positive, while 20 express dissatisfaction. The majority of complaints center on unresponsive support, unclear instructions, and unreliable system messages. While there are occasional positive notes about specific staff members and clear guidance during onboarding, these stand out as exceptions. The overall sentiment has remained poor, with multiple low ratings in 2024 and 2025, including several 1-star reviews. A brief improvement in August 2026, with an average of 3.38 stars across 8 reviews, suggests some progress, but the pattern of unresolved issues persists. Most users feel ignored or misled, particularly when trying to resolve login problems, update account details, or access support.
What customers praise
Customers praise Sage when communication is clear, timely, and personable. A few reviewers highlight excellent support from specific staff members, such as Mathew Salmon and Lee Carlsen, who are described as knowledgeable, friendly, and professional. These interactions are noted for clear instructions, helpful demonstrations, and reliable follow-through. The positive feedback often comes from onboarding sessions or live support, where users feel well-informed and supported. These moments stand out as rare but meaningful exceptions to the broader pattern of poor communication.
What customers said:
- „Session was well communicated“
- „he explained the process clearly“
- „all information you need is there“
Common complaints
Common complaints focus on unresponsiveness and broken communication channels. Users report that emails go unanswered, promised callbacks never happen, and support messages falsely claim issues are resolved when they are not. Many describe being stuck in loops when trying to access login links or reset passwords, with no clear guidance on how to proceed. The system also sends reminders for tasks that do not exist in the app, adding to confusion. These failures create a sense of being ignored or misled, especially when trying to resolve urgent account or access problems.
What customers said:
- „Promised a ring back, never materialised“
- „the help desk has messaged to say my issue has been resolved when I am still in the…“
„the help desk has messaged to say my issue has been resolved when I am still in the same position“
- „I've reset my password seen my payslip two minutes later“
How it has changed over time
Communication issues have remained persistent over time, with only minor improvements in late 2026. The lowest ratings occurred in 2024 and 2025, with multiple 1-star reviews citing the same core problems: unresponsive support, broken login systems, and lack of clear instructions. The spike in August 2026, with 8 reviews averaging 3.38 stars, reflects a slight uptick in satisfaction, possibly due to better handling of specific issues like login access or session clarity. However, the overall pattern shows little long-term improvement, and the same complaints continue to surface in newer reviews.
What customers said:
- „behind the times with the notifications“
- „Sage offered no support but continued to take payments from my card.“
- „does not let me login on app“
Practical takeaways
For users dealing with Sage, the best approach is to avoid relying on automated messages and instead seek direct contact with support staff. When possible, use live sessions or phone calls to get clear, accurate information. Be prepared to repeat issues multiple times, as follow-up communication is often inconsistent. If you encounter login problems, try accessing the system from a different device or browser, and keep records of all interactions. Avoid relying on email-based links, as they can lead to broken sessions or loops. Clear, direct communication with a real person remains the most reliable path to resolution.
What customers said:
- „was told wrong email address or password“
Over time
Data as table
| Month | Avg. rating | Count |
|---|---|---|
| 2024-12 | 1.00 | 1 |
| 2025-01 | 1.00 | 1 |
| 2025-02 | 2.33 | 3 |
| 2025-06 | 1.00 | 1 |
| 2025-08 | 1.00 | 1 |
| 2025-09 | 1.33 | 3 |
| 2025-10 | 1.00 | 1 |
| 2025-12 | 4.00 | 1 |
| 2026-01 | 1.00 | 1 |
| 2026-04 | 1.00 | 1 |
| 2026-07 | 2.33 | 3 |
| 2026-08 | 3.38 | 8 |
Sentiment over time
Data as table
| Month | Positive | Neutral | Negative | Count |
|---|---|---|---|---|
| 2024-12 | 0% | 0% | 100% | 1 |
| 2025-01 | 0% | 0% | 100% | 1 |
| 2025-02 | 33% | 0% | 67% | 3 |
| 2025-06 | 0% | 0% | 100% | 1 |
| 2025-08 | 0% | 0% | 100% | 1 |
| 2025-09 | 0% | 0% | 100% | 3 |
| 2025-10 | 0% | 0% | 100% | 1 |
| 2025-12 | 0% | 0% | 100% | 1 |
| 2026-01 | 0% | 0% | 100% | 1 |
| 2026-04 | 0% | 0% | 100% | 1 |
| 2026-07 | 33% | 0% | 67% | 3 |
| 2026-08 | 50% | 0% | 50% | 8 |
Customer voices
Short excerpts - full reviews are available at the original source.
„Subsequent emails to the person requesting contact went unanswered“
„Clear imstructions and demonstrations“
„in a timely manner that we could follow“
„Promised a ring back“
„No one gives out any instructions in writing“
„Why do you say the code will last 10 minutes when it disappears in less than two seconds?“
„Sends me emails to remind me of Tasks that do not exist within the app itself.“
„Zero information on how to solve a compromised email address & register a new one,“
Cite this page
Citatio (2026). Sage Communication: customer reviews 2026. Retrieved 30 August 2026 from https://citatio.ai/sage-reviews/communication/
Data verifiable via our public audit log: Methodology · Transparency