Why employees can't reset 2-factor authentication

Employees aren't able to complete a 2-factor authentication (2FA) reset independently. This is expected behaviour and not a system defect within Sage Payroll.

Sage support can help employees regain access to their accounts. However, the system doesn't currently allow changes to the account owner. This limitation applies even when authentication issues occur.

For further information, see the article that which explains why authentication fails and outlines available recovery options.