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Error: 'Forbidden' - Online Services

Created on  | Last modified on 

Summary

How to resolve the error 'Forbidden' when uploading to your Online Services from Sage 50 Payroll.

Description

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

Image

This error occurs when you use a Sage account that doesn't have access to upload to the Online Portal for this company.

Resolution

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 technical support.

Change username

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

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

You can now upload to Online Services as normal.

Check user

Check that the Sage account you signed in with above is on the list of users that can upload payslips.

  1. In Sage 50 Payroll, go to Company, then:
    • Select Online Services Settings if you're using Sage HR
    • Select Online Document Settings if you're an Accountant using Sage Online Bureau
  2. Select Do it now alongside Manage access to your Online Services.
  3. Check the table under the Your Sage account heading for the Sage account that needs to upload payslips.
    • If it's already there, continue to the Issue persists section 
    • If it isn't there, continue to Step 4
  4. Select Add User and enter the Sage account e-mail address.
  5. Select Save then Close.

Test if you've resolved the issue.

Issue persists

If your Sage account is correct, click the below links and follow the steps in each article. 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 article.
  2. Reset your password using our I've forgotten my Sage online account password article.