When you try to upload payslips to to either Sage HR Online Services or Online Bureau, you may see the following error:

This error occurs when you're signed in with a Sage account that isn't authorised to upload to the Online Portal for this company.

To resolve this, you need to sign in with the correct Sage account. If you aren't certain that you're using the correct Sage account, contact Sage support.

Change username

Once you've identified the correct username and password, you can log in with this:

1. In Sage 50 Payroll, click Company, then:
   • Click Online Services Settings if you're using Sage HR
   • Click Online Document Settings if you're an Accountant using Sage Online Bureau
2. Alongside option 1, click the Log out button.
3. Once logged out, click Log in on option 1 and enter the correct details.

You can now upload to Online Services as normal.

Issue persists

If your Sage account is correct you need to click the below links and follow the steps in each guide. As you do this, test your upload again after each of the three following steps:

Click each step for more details.

1. Follow the steps to clear the cache in our Clear cache, cookies and temporary Internet files guide.
2. Reset your password using our I've forgotten my Sage online account password guide.
3. Clear the contents of the Isolated Storage folder