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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 a week 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, 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.
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Sage account login screen, showing a 'Changes to how you log in' banner.


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

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

An admin user will need to reset 2FA via the employee's Sage HR profile.

Steps for an admin

You can reset the employee's 2FA via the personal settings of their Sage HR profile.

Personal settings showing a 'Reset 2FA button'.

Read more

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.

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. Under Cannot verify it's you, click Use your recovery method.
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    📌TIP: You may need to scroll down to see this option.

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 select click Remove the device and add new one.
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  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.

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