Sometimes, after you install Sage 50 Payroll some items are missing. These include:

• Pension Module options
• Online Services options
• Links that provide a shortcut to options such as reprinting payslips
• Options within the Criteria button
• Some reports are missing

Also, when you click some options such as Reset payments, IR Secure Mailbox, or Save/Next in Enter Payments, the program closes.

Refresh your licence files

1. Log into Sage 50 Payroll as normal.
2. Click Tools, then Upgrade program.
3. Note your Account number.
4. Leave the details as they are, and click Update.

Allow this time to complete. Then check to see if the issue is resolved.

'Failed to retrieve licence'

If your licence update fails and you receive this error message, follow the steps below:

1. Click Tools, then Upgrade program.
2. Enter your latest serial number and activation key.
    NOTE: If you don't have these to hand, use our find my serial number and activation key tool.
   
3. Click Update.

Once this updates, check if the issue is resolved. If the issue still occurs, continue to the steps below.

Workaround

The next step is to update your licensing files another way.

1. Take note of your latest serial number and activation key.
    NOTE: If you don't have these to hand, use our find my serial number and activation key tool.
2. Click Tools, then Upgrade Program.
3. Change the last digit of your serial number in this window to any other digit.
4. Enter your latest activation key then click Update.
5. An error appears due to the invalid serial number, click OK.
6. If the upgrade window closes now, click Tools then Upgrade Program again.
7. Enter your correct serial number and check the activation key is correct, then click Update.

You can now check whether the issue is resolved.

Next steps

If you complete all the steps above and the issue persists, contact Sage technical support.