If a user using a Customer Sage account can't access their 2FA device and has no recovery key, they can reset 2FA. For instance, if the user loses access to their authenticator app and isn't getting texts or calls, a reset is possible.

If you still have access to your primary 2FA method, you can log into account.sso.sage.com then click Protect your account, and remove your device. This allows you to set up 2FA again, either on the same device or a new one.

For more details, use our article, Remove my device for 2FA.

If you don't have access to your primary 2FA method, follow the steps below.

Can't authenticate to log in account.sso.sage.com

If you can't authenticate to log in to account.sso.sage.com, click Authenticate a different way instead.
At the bottom, click Use backup method.

A code will be sent to your backup email address or recovery phone number that you set up.

I've received a code to my backup email/phone number

Enter the 6-digit code sent to your backup method.
After you've verified your identity, click Remove the device and add new one.
Click Send 2-factor authentication email. This will send an email to allow you to set up 2FA again. This could be for the same device or a new one.

📌TIP: Make sure to note down your recovery key and set up your backup method.

I don't have access to the backup email/phone number

An admin user will need to contact Sage HR support to look into resetting 2FA for the user.

When they reset 2FA, after 2FA is set up again, make sure to set up a backup method so that next time you or the user can self-serve resetting 2FA.

'No backup method set up'

If there is no bsckup method set up, you will see the following error message.

No backup method set up

You have not set up a backup method for your account

If there is no backup method set up, an admin user will need to contact Sage HR support to look into resetting 2FA for the user.