Support

If you are unable to access administrative areas of ACT! due to lost or inadvertently changed ACT! administrator login credentials (user name and/or password), or if password security has been unexpectedly applied to your ACT! database, the ACT! Support Team offers a special Login Disclosure Service to help reveal your login information.

Before beginning the login disclosure process, please try the user-initiated Password Recovery Methods outlined below to determine if you can access to your data without needing our services.

IMPORTANT NOTE: For older versions ACT!, including ACT! 6.x and earlier, we can only offer Login Disclosure Service if you are upgrading to a currently supported version or have a valid service contract.

HOW TO REQUEST LOGIN DISCLOSURE

Our technicians will use their expertise to recover access to your valuable data. To use this service, follow these steps:

1. Complete and print the Login Disclosure Request form
2. Fax the completed form to (770) 717-6526
3. Review the Files Needed section of this page to determine if you need to submit a physical copy of your database files with your request.
4. If it will be necessary for our technicians to have a copy of your database files, please submit your database using our secure file transfer system. Include your name in the subject line (this should match the contact name field in your Login Disclosure Request form)
   
   If you need assistance with getting your database to us after you have faxed over the forms, please contact us directly by phone at 770-492-6477 or by email at dbrepair.act@sage.com
   Do not send your database through email or on media through postal mail.

Each database for which you are requesting login disclosure must have its own Login Disclosure Request form and payment details. We must receive a signed Login Disclosure Request form with payment information (and database files, when required) before the database will be placed in the queue for Login Disclosure Service.

This process is specifically for recovering login credentials (user name and/or password). If you require database repair services, please go to ACT! Database Repair Service.

FILES NEEDED FOR LOGIN DISCLOSURE SERVICE

For ACT! by Sage 2009/2008/2007/2006 and
ACT! Premium for Workgroups 2007/2006/2005:
If you require Login Disclosure Service for your for ACT! by Sage 2009/2008/2007/2006 or ACT! Premium for Workgroups 2007/2006/2005 installation, we typically do not need a physical copy of your database files. In rare cases, your files may be required; however we recommend that you do not submit your files at the time you submit your request form.

Note: If we do request your database files, for the versions above, each database consists of three files and a folder. Only two of these files is typically needed; they are the files with standard ACT! three-letter extensions: .ADF and .ALF (i.e. MYDATABASE.ADF and MYDATABASE.ALF). Alternatively, you may submit your most current ACT! backup file.

For ACT! 6.x, or below:
If you need Login disclosure for your ACT! 6.x or earlier version, we do need physical access to your database files. please submit your database files using our secure file transfer system. Include your name in the subject line.

Important: Each database consists of several files, normally 14-24 files per database depending upon the ACT! version. Each file contains the database name with a different three-letter extension. Please include all files when you send us the database. The Knowledge Center has the complete information for version 6x and earlier here:
Answer ID# 12048 - What Files make up an ACT! Database?

SERVICE LIMITATIONS

• If you have an older version of ACT! 6.x and below, to receive Login Disclosure Service you must either be upgrading to a newer supported version of ACT! or have a valid service contract.
• We cannot guarantee the amount of time spent on the Login Disclosure Service.
• If we determine that the database does not need Login Disclosure, or that the database is damaged, we will call you to obtain your approval before continuing any work.
• If you decline the Login Disclosure Service before we reveal the Administrative Login (User Name and/or Password) to you, then you will not be charged unless you chose Priority Service, in which case you will be charged only a $50 non-refundable fee if work has begun.
• The service fee will not be levied until Login information is obtained and/or the disclosure is completed.

PASSWORD RECOVERY METHODS

For the User Name, try the full or partial name of the administrator of the database, for example: John Smith, John L. Smith, John, JSmith, or J. L. Smith. Also try Chris Huffman.

For the Password, either leave it blank, try typing Password, the first or last name of the database administrator, or try a password that the administrator often uses. If you are on a network, see if any other user has access with administrative rights. Then you can see what your user name is or change your password for you.

For more options and to see detailed answers in our Knowledge Center, select one of the following links, based on your version:

• ACT! 2006/2005
• ACT! 6x and below

Method 2: Restore from a backup
CAUTION: Restoring from a backup from version 6x or below will overwrite any new data that has been entered into your database, because of this we do not recommend doing so unless your backup is current or you have moved the component files to a different folder. Restoring a version 2006/2005 database (using restore as) forces a new name to be selected.

Before restoring your version 6x or below backup, make sure to save a copy of your current database to another folder or disk. For information on how to do this, see your operating system documentation or call technical support.

Restoring a backup of your database made before the password was changed replaces the protected database with the unprotected database. However, you will lose any new information added since the backup was made. If you cannot access your ACT! backup due to unknown Administrative Login information, we can gain access for you.