When 2FA is enabled, users must enter a one-time passcode and their Sage account login details to access Sage HR.
If a user can't access their 2FA device and has no recovery code, 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.
How to reset 2FA depends on whether a user uses an Employee Sage account or Customer Sage account.
📌TIP: If the login screen shows a 'Changes to how you log in' banner, the user uses an Employee Sage account to log in to your Sage HR company.
If the login screen shows no banner, the user uses a Customer Sage account to log in to your Sage HR company.
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.
Employee Sage account
Employee Sage account
An admin user will need to reset 2FA via the employee's Sage HR profile.
Steps for an admin
Steps for an admin
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.
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?
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 whether the employee is enabled for 2FA in your company settings.
If they are, an admin user can start a chat with Sage HR support to look into this further.
Reset 2FA button doesn't work
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.
Customer Sage account
Customer Sage account
If you still have access to your primary 2FA method, you can log into account.sso.sage.com then click 2-factor authentication, 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 guide, Remove my device for 2FA.
Can't authenticate to log in
Can't authenticate to log in
If you can't authenticate to log in to account.sso.sage.com, click Verify a different way instead.
Under Cannot verify it's you, click Use your recovery method.
📌TIP: You may need to scroll down to see this option.
A code will be sent to your recovery email address or recovery phone number that you set up.
I've received a code to my recovery email/phone number
I've received a code to my recovery email/phone number
Enter the 6-digit code sent to your recovery method.
After you've verified your identity select 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 code and set up your recovery method.
I don't have access to the recovery email/phone number
I don't have access to the recovery 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 recovery method so that next time you or the user can self-serve resetting 2FA.
'No recovery method set up'
'No recovery method set up'
If there is no recovery method set up, you will see the following error message.
You have not set up a recovery method for your account
If there is no recovery method set up, an admin user will need to contact Sage HR support to look into resetting 2FA for the user.
When support resets 2FA, after 2FA is set up again, make sure to set up a recovery method so that next time you or the user can self-serve resetting 2FA.