You or other Admin users may see a 'Sage HR is unavailable' screen when you log in.
This is because, as an Admin to your company, you now need to be using a 'Customer Sage account', rather than an 'Employee Sage account'.
Why do I need to update?
Using a Customer Sage account will provide you or the other admin user with improved functionality to manage the access of other users. You'll also be able to manage 2-factor authentication (2FA) for your own Sage account, rather than relying on other admins. For example, you'll be able to reset 2FA yourself.
How do I update?
To update your Sage account, click Update my account when on the Sage HR is unavailable screen.
If you don't already have a Customer Sage account, a screen will appear to create an account.
If you do already have a Customer Sage account, you'll see a login screen instead. Enter your login details for that Sage account type.
📎NOTE: Customer Sage accounts and Employee Sage accounts are separate logins. Be aware that the Employee Sage account password you previously used to log in with may not be the same for your Customer Sage account login.
Don't know your Customer Sage account password?
If you don't remember what your password is for your Customer Sage account, you can use the Forgot password? option to reset your password.
📎NOTE: When you reset the password, you will need to log in to Sage HR again to get back to the update Sage account screen. You'll need to use your Employee Sage account details first. You only enter the Customer Sage account password you just reset after you click Update my account.
Why would I already have a Customer Sage account?
Updating the Sage account just means we're updating which Sage account you'll be using to log in. This means there will be some users who don't need to create a new Customer Sage account, as they already have a Customer Sage account.
Someone can already have one due to:
Logging into another Sage HR company that requires using a Customer Sage account
Logging into other Sage products and services that require a Customer Sage account, for example, Sage Payroll
How will I know when I've updated?
Another admin can confirm whether you've updated to a Customer Sage account by checking the Personal settings in your Sage HR profile. It should say Customer Sage account (v2.0).
For more details, use our article - Is an employee using a 'Customer' or 'Employee' Sage account?.
What happens to my Employee Sage account?
Their Employee Sage account will still exist; however, you will only use it when logging into another payroll-integrated Sage HR company as an employee.
📎NOTE: If you change their access level from Admin to Employee, they may return to needing to log in using their Employee Sage account login.
They will only require using a Customer Sage account in the following circumstances:
Their email address is registered as an Admin in another Sage HR company
Their email address is registered under another Sage HR company that isn't integrated with Sage 50 Payroll or Sage Payroll
Does this change my permissions in Sage HR?
There are no changes to the permissions of roles that you're assigned to in Sage HR. The main difference will be that you can now set up a recovery method and reset your own 2FA.
Do I have to use 2-factor authentication(2FA)?
Any user who logs into Sage HR using a Customer Sage account has to use 2FA when they log in. This is due to the extra access these logins have. This is why you or other Admins may see a prompt to set it up, even if you haven't enabled 2FA for your company.
I appear to have already set up 2FA, but they don't remember setting it up. What can I do?
If you need to enter a 6-digit code to be able to log in, this is because you set up 2FA for your Customer Sage account at some point in the past.
You need to authenticate with the method it says is already set up, for example, an authenticator app, text or call.
If you can't authenticate to log in, you need to reset 2FA so you can set it up again.
📎NOTE: When you reset 2FA, you will need to log in to Sage HR again to get back to the update Sage account screen. Remember that you need to use your original login details first. You only use your reset 2FA method after you click Update my account.