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Not receiving 6-digit code to log in

What to do if you've not received your 2-factor authentication (2FA) code to log in.

Updated over 3 months ago

The troubleshooting steps will depend on how you're supposed to receive your 6-digit code.

The verification screen will state where you are supposed to access the code.

Authenticator app

You are not sent a code when using a third-party authenticator app. Instead, you open your authenticator app and enter the code currently showing in the app.

📎NOTE: You may have multiple different logins showing in the app that you use for different services. Make sure to use the correct code.

If none of the codes work, log in using your recovery key that you were provided with when you first set up 2FA.
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If you've lost your recovery key:

  • If you log in using a Customer Sage account, use your backup method to generate a new recovery key to use

  • If you log in using an Employee Sage account, an admin will need to reset 2FA for you to generate a new recovery key

SMS text or call

Please allow up to 10 minutes for the code to arrive, and check your phone signal to make sure you can receive text messages or calls. After waiting, click Resend code and wait for another text or call.

If the code still doesn't arrive, log in using your recovery key that you were provided with when you first set up 2FA.
​
If you've lost your recovery key:

  • If you log in using a Customer Sage account, use your backup method to generate a new recovery key to use

  • If you log in using an Employee Sage account, an admin will need to reset 2FA for you to generate a new recovery key
    ​

📌TIP: You can reset 2FA and set up to use an authenticator app for 2FA instead of text or call. We recommend this as you won't be reliant on phone networks and won't have limits on codes sent within an hour.

Email

When a user logs in with an Employee Sage account, and 2FA isn't enabled for their profile yet, by default, they authenticate using an Email verification code.

If you haven't received the code via email when trying to log in, click Resend code at the bottom of the Verify your email address page. Allow up to 10 minutes to receive this code.

If you still don't receive the code, check your junk/spam folder and ensure your email security doesn't block donotreply@notify.sage.com.

Contact your employer if the issue persists. They can investigate this further with Sage support.

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