Sometimes, after you install Sage 50 Payroll some options 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

Alternatively, sometimes the software closes when you click certain options. These options include Reset payments, IR Secure Mailbox, or Save/Next in Enter Payments.

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 you resolved the issue.

'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 to see if you resolved the issue.

Workaround

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

1. Take note of your latest serial number and activation key.
2. Click Tools, then Upgrade Program.
3. Change the last character of your serial number in this window to any other character.
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.

Check to see if you resolved the issue.

Next steps

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