If you've enabled two-factor authentication (2FA) this means your employees are required to enter a one-time passcode as well as their login details.
It is possible to reset 2FA for an employee if they're having issues logging in using 2FA, whether that is because they no longer have access to the device their 2FA is set on, they aren't receiving their text or call with a code, or they've lost their recovery code.
Log in to Sage HR as an admin user.
Go to the employee's profile.
You can either search for them or from the main menu on the left, click Company then click the relevant employee 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. As long as the employee is selected to require using 2FA, the next time they log in they're prompted to set up 2FA again.