An environment refresh copies data from one COINS ERP+ environment to another — typically from your live environment to a non-live environment such as a test, training or copy environment. Refreshes are performed by the COINS hosting team and must be requested through the Access Digital Assistant.
📌Note: Environment refreshes affect non-live environments only. Your live environment is never overwritten as part of a refresh.
Before you request a refresh
Before contacting support, confirm the following:
You know the name of the environment you want to refresh (for example, TEST, LEARN or CPLIVE).
You know the source environment the data should come from — this is usually your live environment.
You have confirmed with your team that it is safe to overwrite the target environment. Any data in the target environment that has not been saved to live will be lost.
If other users are working in the target environment, notify them before requesting the refresh.
⚠️Important: A refresh overwrites all data in the target environment with data from the source environment. Any work done in the target environment since the last refresh will be lost. Confirm this is understood by everyone using that environment before proceeding.
What to include in your request
To avoid delays, include the following information when you raise your refresh request with the support team:
The name of the target environment to be refreshed.
The name of the source environment (usually live).
Your preferred date and time for the refresh, including your timezone.
Whether the refresh needs to take place outside business hours to avoid disruption.
Any modules or configurations that should be excluded or handled separately (for example, Analytics or integrations with third-party systems).
Whether a version upgrade or service pack update is also required at the same time.
Any deadline or business reason for urgency, if applicable.
What happens during a refresh
Once the support team confirms your request, the following steps take place:
The target environment is taken offline.
Data is copied from the source environment to the target environment.
The target environment is brought back online.
The support team confirms the refresh is complete.
The target environment will be unavailable to users while the refresh is in progress. The duration depends on the size of your environment and any additional steps such as version upgrades.
📌Note: If your environment uses Analytics, additional steps are required after the refresh to ensure the Analytics configuration is updated correctly. See Coins Analytics Guide for guidance on non-live environment refresh steps for Analytics.
Track progress and confirm completion
Once your refresh request has been raised as a support ticket, you can track its progress in the Coins support portal.
In the Access Digital Assistant, click the Tickets icon.
Select your refresh ticket to view its current status and any updates from the support team.
Reply to the ticket if you need to provide additional information or ask for an update.
The support team will notify you when the refresh is complete.
See Manage support tickets in the Coins support portal for full steps on viewing and managing your tickets.
📌Note: You do not need to remain in the chat while waiting for a refresh to be completed. Close the chat window and return via the email notification when the support team updates your ticket.
If the refresh fails or the environment is not working as expected
If the target environment does not come back online after the refresh, or data appears incorrect following the refresh, contact the support team immediately. Do not attempt to make changes to the environment until the issue has been investigated.
When contacting support, include:
The name of the affected environment.
A description of the issue — for example, whether the environment is offline, showing an error, or displaying unexpected data.
The date and time the refresh was completed.
The reference number of your original refresh ticket.