Should a new user need to access the payroll as Super User, and the existing Super User is not available, the following is recommended:

• If you have access to the Super User's mailbox (via IT), and know the mail address which is the Sage account linked to the system, you can choose the "Forgot Password" option and reset the password, to log in on behalf of the Super User. This is an internal company policy process so please speak to IT first.
• If there is no way to access the system, the only option will be that Sage Support deletes and then sets up the system access on behalf of the user. For this, we will require the request in writing. The letter should provide the details of the Super User, what happened (why the Super User is unable to invite a new Super User), and details of the new Super User, the new Super User must have a valid Sage account, prior to sending us the letter.

Take note, that all access control will need to be recreated.

 NOTE: Should you require assistance in adding a new Super User, click here to download the Support Letter. Complete the letter with the details of the new Super user and submit the request to Sage Customer Support online.