This communication was sent 07 February 2023.

Notice 23-HK | 07 February 2023

As part of our strategy to continually improve our customer experience, we will enhance our Sage Identity Service (Sage Account) platform (known as Sage ID) on Saturday, February 18.

These improvements will require downtime of up to four hours, making many products and services unavailable during this time. The planned downtime window is from 20:00 to midnight UTC. The downtime window was chosen as it is the quietest period in terms of usage so hopefully will result in minimal impact.

It may be necessary to re-login to accounts when the Sage Identity Service platform is back up and running. As a result, we encourage everyone to confirm their account username and password prior to the planned downtime. Where passwords are unknown, please go through the usual forgotten password processes and update them prior to the downtime.

Where a product has 2-Factor Authentication (2FA) and a customer has enrolled in it, we suggest they confirm access to a recovery code and/or have a backup method (secondary email or phone number) setup on the account.

We’ve set up a dedicated article that outlines what this means for each product. We will write to customers via email on 8 February and will update in-product messaging too, where available, to notify them of this maintenance.

Progress can be tracked on the day via https://status.sage.com/.

If you require support once the authentication platform is back up and running, please visit the dedicated pages and, if you still require support, please contact our support teams via the usual channels.

We apologise for any inconvenience this might cause.