All support is triaged based upon the detail in the information that you provide here. Some support will be provided via email (make sure you check your junk folder) and some we will need to call you. We endeavour to maintain our high level of support. Our business goal is to respond to your request before the completion of business that day. Emails received late in the afternoon may need to be responded to early in the morning on the next business day.
If you are expecting to be away from the phone, please also advise in the comments field a period of time when you will be near your computer and available to take a call.
Christmas Hours of Operation
Our shutdown period commences at 5pm AEST on Wednesday the 23rd of December 2020 and we will return on Monday the 4th of January 2021.
As usual during the Christmas shutdown period we will be contactable and responsive to extremely urgent needs via email firstname.lastname@example.org
We wish you and your family a very Merry Christmas and a Prosperous New Year!
All Phoenix systems are functioning.
We are not aware of any system issues. If you are experiencing difficulties with Phoenix please email the team at email@example.com.
Common Questions Asked
A helping hand with Payroll
Where can I find more information about Single Touch Payroll (STP)?
We are busy embedding Keypay which is STP enabled into the Phoenix product suite. For more information regarding STP itself, we recommend visiting the following ATO website to gain a better understanding of your legislative requirements and the process involved.
How do I update my Fuel Tax Credit rates?
Here is an easy to follow help note to help you get those FTC rates right.
I've got a new computer and I need the Phoenix Live Shortcut
We can help you out here. Click the link below and you will be up and running on your new computer soon.
How do I backup my data?
Watch this helpful video which will lead you through the process: Backing Up To Drive Tutorial
If you want to test your backup, we've got a video to guide you through this process too: Testing a Backup Tutorial
If the planets are not currently aligned for you but you're wise enough to have a backup that you want to restore from, follow the steps provided in this video that will take you through the restore process: Restoring From Drive Tutorial
Here are some help notes for those who can't watch videos due to their data drought:
How do I subscribe to the Phoenix Warehouse?
Here is an easy to follow help note to help you get started with the Phoenix Warehouse.
We've just purchased a new asset for the farm. How should I enter that into Phoenix?
Here is an easy to follow help note to help you get that new asset (tractor, harvester etc) into Phoenix Financial.
Subscribers gain full access via the Phoenix Help tab within the software.
Contact Phoenix Support
Need assistance? Enter the details below and we'll be in contact by email or phone.
What happens next?
We respond to support requests within 24 business hours. You should receive an automated message immediately acknowledging your support request. If you don't, please check your junk folder. If you don't hear from us via email or phone within 24 hours, it is highly probable that your response is in your junk folder.
Free Support for Subscribers
Our clients tell us that it is the prompt, reliable service and support they receive that they value the most from their relationship with AGDATA.
From the time you subscribe to any of the Phoenix products, you will receive unlimited, free support available through telephone or email.
Phoenix Subscriptions maximise your farm profitability and you will reap more benefits from your investment in Phoenix software.
The Phoenix Subscriptions include:
- Access to trusted support staff
- Dedicated outbound support between 8.45 - 5.00pm Monday - Friday (Qld time, excluding public holidays)
- Prompt turn-around of callbacks and emails
- Inclusive software updates including major version upgrades
- Secure direct bank feeds *
- Tutorial videos and monthly webinars. These are best accessed via your Phoenix Help tab which will automatically give you keys to open all of the tutorials and webinars.
* Some banks charge extra fees which we will pass on to you.
Phoenix has outbound support and doesn’t charge subscribing customers for this support.