How do I receive codes? You can get a 6-digit code using an Authenticator App on your smartphone. This is the recommended option as it means you can get codes anytime and don’t need a phone signal or WiFi access. If you already have an Authenticator App, you can use it with your Sage account. If not, you need to download one. If you don’t have a smartphone, you can also receive a 6-digit code via text message (SMS), phone calls or by using a desktop authenticator app. Visit our Set up 2FA article for more information on how to set up your preferred authentication method.
Can I receive the 2FA code by email? You can't receive your 2FA code via email. You can only receive the code via an authenticator app, text message or phone call. You can set up an email address as a recovery method.
What if I don't have my device? Recovery code During the setup process, you receive a recovery code. Keep this code safe, as it allows you to log in when you don't have your 2FA device. You can only use your recovery code once. Using it will generate a new code for you. For detailed steps, visit our article, Using your recovery code for 2FA. Recovery method You can also set up a backup recovery method using a phone number or alternative email address. Use your recovery method if you lose your device or recovery code. For detailed steps, visit our article, Using your recovery method for 2FA.
Can multiple people use the same login? Each user needs their own login credentials and their own 2FA setup. Sharing account details poses serious security risks, including unauthorised access and difficulties in tracking data changes. To find out how this affects your Sage product, visit the 2FA hub and select your product to find a dedicated article about your product.
Why do I need 2FA if I'm the only one accessing my data? Even if you're the only user of your computer, 2FA is crucial for protecting your Sage account from unauthorised access. A data breach could compromise your email and password, leaving your account vulnerable to malicious activities
How do I set up 2FA without a mobile or tablet device? If you don't have a mobile or tablet device, you can still set up 2FA to receive codes via a landline phone call. When prompted for 2FA, you'll receive a call that reads out your code. Visit our Set up 2FA article for more information on how to set up 2FA using text or phone.
Can I use a Desktop Authenticator App? Yes, although we're unable to recommend a particular desktop authenticator, and some are not free. Visit our Set up 2FA article for more information on how to set up using a Desktop Authenticator App.
I haven't received my 6-digit code There are a number of reasons why you may not receive your 2FA code. For more details visit our article I haven't received my 6-digit 2FA code.
My 6-digit code wasn't accepted - Regenerate the code: It may be that the code you've used has expired. Regenerate the code and try again
- Use the most recent code: Make sure you enter the most recent code you've been sent. This code will not stay the same
If the issue persists, you can use your recovery code or recovery method to authenticate. For more details, visit our article, I can't authenticate using 2FA.
I can't access my device If you can't access your device, you can use your recovery code or recovery method to authenticate. For more details, visit our article, I can't authenticate using 2FA.
I can't access my recovery code If you still have access to your 2FA device, but need a new recovery code because you've lost it, you can generate a new one via account.sso.sage.com. For more details, visit our article, Generate a new recovery code for 2FA. If you don't have access to your 2FA device you can use your recovery method to access a new recovery code or reset 2FA.
I don't have a recovery method set up If you don't have a recovery method set up, if you still have access to your 2FA device you can set one up via account.sso.sage.com. For more details, visit our article, Set up a recovery method for (2FA). If you're trying to reset 2FA, but can't because you don't have a recovery method, contact Sage technical support. Once they confirm you don't have a working recovery method, they can look into either generating a new recovery code for you, or resetting your 2FA.
I haven’t received my text message or phone call with my code - Check Mobile Signal: Ensure your mobile device has a sufficient signal. If not, use your recovery code to log in temporarily
- Re-attempt Delivery: If you have a good signal but didn’t receive the code, try requesting the code again
If the issue persists, you can use your recovery code or recovery method to authenticate. For more details, visit our article, I can't authenticate using 2FA.
My authenticator app isn't showing Sage This indicates either: - You set up 2FA then deleted Sage from your authenticator app
- You set up 2FA with either the text message or phone call option to receive your code
- You haven't completed 2FA setup - in this case you can set up 2-factor authorisation as normal when prompted
If you deleted Sage from your authenticator app or want to change your authentication method, follow our Reset 2FA article.
What if I get a new phone? If you get a new phone, you can reset your 2FA to set up 2FA on a new device.
What if I get a new phone number? If you get a new phone number, and you set up your primary 2FA method to receive codes via text phone call, you can reset your 2FA to set up 2FA for a different phone number. If you set up your primary 2FA method to be an authenticator app, but your old phone number is your recovery method, you can change your recovery method to the new phone number.
What if 2FA was set up by someone else? Each user should have their own Sage account login. If you're trying to log in using someone else's email address, you need to create your own Sage account and be added as a user for the Sage product or service that you're trying to access. You can then set up your own 2FA. If you have taken over the login of someone's Sage account, but 2FA was set up by someone else, then see whether you can reset 2FA, either by using any known recovery code or if you have access to the email address or phone number set as a recovery method.  NOTE: If no-one has access to the recovery codes or the previous user's recovery method, then Sage support can reset 2FA after answering security questions. They will send a code to the inbox of the Sage account you're trying to access. If this inbox isn't accessible, you'll need to create your own Sage account.
Error: 'You Reached the Maximum Amount of Times' Wait for one hour before trying again. Make sure to select the correct authentication method that you originally set up If the issue persists, you can use your recovery code or recovery method to authenticate. For more details, visit our article, I can't authenticate using 2FA.  TIP: You can avoid this error by using an authenticator app for 2FA. You can reset 2FA then choose set up using an authenticator app.
Error: 'Something went wrong. Wait a few minutes and try again' This error occurs when multiple users attempt to sign in with the same email. This also appears if a user logs in and out multiple times in a short period of time. We'll block your account for 24 hours to protect it.
I've selected "Remember me on this device for 30 days" but it's not working When you select Remember me on this device for 30 days, our 2FA system uses web browser cookies to remember your choice. This setting won't save if you disable or delete your cookies. Find out more in our 'Remember me on this device for 30 days' option isn't working article. |