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Reset 2-factor authentication (2FA)

How to reset two-factor authentication for an employee, or for yourself as an admin, when having authentication issues.

Oliver Cook avatar
Written by Oliver Cook
Updated over 3 weeks ago

When 2FA is enabled, users must enter a one-time passcode and their Sage account login details to access Sage HR.

Authentication screen for 2FA asking for a 6-digit code.

If a user can't access their 2FA device and has no recovery code, contact Sage HR support. For instance, if the user loses access to their authenticator app and isn't getting texts or calls, a reset is possible.

Check the Sage account type

How to reset 2FA depends on whether a user uses an Employee Sage account or Customer Sage account.

📌TIP: An admin user can see within Personal settings of an employee's profile what Sage account type they use. It will either say:

  • Employee Sage account (v1.5)

  • Customer Sage account (v2)

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You can also tell by the login screen.

If it shows a 'Changes to how you log in' banner, you use an Employee Sage account to log in to your Sage HR company.
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Sage account login screen, showing a 'Changes to how you log in' banner.


If the login screen shows no banner, you use a Customer Sage account to log in to your Sage HR company.
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Sage account login screen.

Reset 2FA steps

For the relevant steps to reset 2FA, click the Sage account login type below for the Sage HR company you or the user is trying to access.

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