If your employee uses an Employee Sage account, an admin can reset 2FA for them from within their Sage HR profile. This would be needed to:
Allow an employee to authenticate using an authenticator app instead of SMS text
Allow an employee to authenticate using SMS text instead of a phone call
Allow an employee to set up 2FA on a new phone
Allow an employee to authenticate using a different phone number
Reset 2FA as part of troubleshooting 2FA issues for an employee
Reset 2FA
Log in to Sage HR as an admin user.
Go to the employee's profile.
On the Employee tab of the profile menu, scroll to the bottom and click Personal settings.
Click Reset two-factor authentication.
📎NOTE: If it says Customer Sage account (v2) then this user doesn't use an Employee Sage account. You must follow the steps in the following article: Reset 2-factor authentication (2FA) - Customer Sage account.
Click Reset two-factor authentication again to confirm you want to reset it.
When you get confirmation it has reset, click Close.
The employee gets an email notifying it has been reset. The next time they log in they're prompted to set up 2FA again.
No Reset 2FA button
If the employee is asked to provide an authentication code, but this reset option doesn't appear on their profile, check:
If the they use an Employee Sage account, and they aren't selected to use 2FA, select them to use 2FA, then retry the steps above.
If the button still doesn't appear, an admin user can start a chat with Sage HR support to look into this further.
Reset 2FA button doesn't work
If nothing happens when you use this reset 2FA button, an admin user can start a chat with Sage HR support to look into why it isn't working.