Error: 'Forbidden' - Online Services

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

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

Install the latest update

First, check that you've installed the latest software update, v31.01.402.

For help with checking your current version and updating your software, follow the download and install Sage 50 Payroll v31.01.402 article.

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Change username

You need to sign in with a Sage account that has permission to use the online service and upload payslips. If you sign in with a Sage account that doesn't have these permissions, the Forbidden error appears when you try to upload.  

If you aren't certain which account has the correct permissions, contact Sage technical support.

Once you've identified the correct username and password, use it to log in:

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.

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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 clear cookies and cache 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.
6. In Sage 50 Payroll, select Import employee information to refresh your permissions.
    TIP: You don't need to import any notifications, only open this option then close it. 

Test if you've resolved the issue.

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Clear cookies and cache

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 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.

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Reset password

Follow the I've forgotten my Sage account password article to set a new password, then check if you've resolved the issue.

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Clear isolated storage folder

Follow the steps below to locate this folder and clear its contents:

1. In Sage 50 Payroll, go to Help then About.
2. Under the System Details heading, select the link beneath Local Application Data.
3. A folder opens, keep this open and close Sage 50 Payroll.
4. In the folder you opened, double-click the folder named Isolated Storage.
5. Delete all contents in this folder.
6. Log back into your software and test your upload.

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Delete ServiceCache.db

1. In Sage 50 Payroll, go to Help then About.
2. Select the link below Data Directory.
3. Open the relevant Company folder, for example COMPANY_001.
4. Double-click the Service Cache folder.
5. Delete the ServiceCache.db file.

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