Skip to main content

Reset 2-factor authentication (2FA) - Customer Sage account

How to reset 2FA when you use a 'Customer' Sage account to log into Sage HR.

Oliver Cook avatar
Written by Oliver Cook
Updated over a week ago

If a user using a Customer Sage account 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.

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 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

  1. If you can't authenticate to log in to account.sso.sage.com, click Verify a different way instead.

  2. At the bottom, click Use your recovery method.

Recovery method 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

  1. Enter the 6-digit code sent to your recovery method.​

  2. After you've verified your identity, click Remove the device and add new one.
    ​
    ​

    Manage 2FA screen with 'Generate recovery code' and 'Remove device and add new one' options.


    ​

  3. 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

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'

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

No recovery method set up.

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.

Did this answer your question?