When you set up 2FA, you choose how you want to authenticate:
Authenticator app
SMS text
Phone call
There may be times when you're unable to authenticate using these methods.
For example:
Your code isn't being accepted
You've lost or no longer have access to your old phone
You're not receiving a call or text with your code
Your authenticator app has been deleted
Your Sage account no longer appears in your authenticator app
2FA was set up by a different user and you don't have access to that device
No matter the reason, there are workarounds to authenticate.
Use your recovery code
Your recovery code was shared with you when you first set up 2FA and you were advised to write it down and store it somewhere safe. The code is 24 digits, containing a mix of letters and numbers.
EXAMPLE: VNDS - 79KB - 7JAJ - QNKA - F5F7 - YUPX
For steps on how to use your recovery code use our guide, Authenticate with your recovery code.
Lost your recovery code?
If you've lost your recovery code, use your recovery method to generate a new code or contact your employer so an admin user can reset 2FA for you.
Use your recovery method
Use your recovery email address or phone number to either reset your 2FA or access a temporary recovery code to log in.
For detailed steps, visit our guide, Using your recovery method.
📎NOTE: A recovery method is only available to use if you use a Customer Sage account.
If the login screen shows a 'Changes to how you log in' banner, you use an Employee Sage account to log in to the Sage HR company.
If the login screen shows no banner, you use a Customer Sage account to log in to your Sage HR company.
