How do I send an attachment to Safeguard Global? 

All attachments have to be sent via Secure File Transfer Protocol (SFTP) or Global Unity. This is to ensure the protection of any data within the files. 

How can I check the status of my ticket? 

Within the portal, go to My Activities > Requests > My Requests and select the applicable ticket from the list. You will be able to view the history or make any required amendments. 

My question hasn’t been fully answered, how do I reopen a query? 

By responding to the final email received relating to your query, this will automatically re-open your query and notify the Payroll Specialist that further information is required. 

How long do I have to reopen a solved ticket? 

A ticket can be reopened up to two calendar weeks after the ticket is deemed solved. After two calendar weeks, the ticket will be automatically closed. Please note that if you reply to a closed ticket, your query will still reach Safeguard Global, but a new ticket will be created. 

How do I know my tickets are reaching the right person? 

Although you are sending your query to a “team” email address (GMP only), Safeguard Global can assure you that your ticket will be allocated to the correct person internally who is best placed to resolve your issue. You will receive regular updates to advise you of the status. 

I have forgotten my password, what do I do? 

There is an option on the login screen to click “Forgot my Password”. You will enter your registered email address and you will receive an automated email with a link to follow to choose a new password.