Summary
FAQ's on Two-factor authentication (2FA) for Sage Self Service.
Answers
Table of Contents
General questions
No. Two-factor authentication is mandatory for all Sage Self Service users.
Why is Sage doing this?
Passwords can be guessed, reused, leaked, or stolen. Adding 2FA makes sure your personal and payroll information, as well as banking and leave data, stays safe from unauthorised access.
Passwords can be guessed, reused, leaked, or stolen. Adding 2FA makes sure your personal and payroll information, as well as banking and leave data, stays safe from unauthorised access.
Receiving the code
Where is my code sent?
To your registered email address. SMS is used only if your profile has no registered email address.
To your registered email address. SMS is used only if your profile has no registered email address.
What if I don't have an email address?
The code goes to your registered mobile number by SMS. Every active user needs either a valid email address or a valid mobile number.
The code goes to your registered mobile number by SMS. Every active user needs either a valid email address or a valid mobile number.
Why is the address or number partly hidden?
Masking helps protect your data while showing you where to check for the code.
Masking helps protect your data while showing you where to check for the code.
Can two employees share one email address?
It's not recommended. Both receive their codes, but similar emails in the same inbox can cause confusion and errors.
It's not recommended. Both receive their codes, but similar emails in the same inbox can cause confusion and errors.
Using the code
How long is a code valid?
10 minutes. After that, select Resend New Code to get a new one.
10 minutes. After that, select Resend New Code to get a new one.
What happens if I enter the wrong code?
You'll see an error and must wait three seconds before retrying. After three wrong attempts, you'll be asked to wait three minutes.
You'll see an error and must wait three seconds before retrying. After three wrong attempts, you'll be asked to wait three minutes.
How often will I be asked for a code?
If you sign in on the same device with the same account, you will not need another code for five days. A new device or user requires a new code.
If you sign in on the same device with the same account, you will not need another code for five days. A new device or user requires a new code.
Preparation and support
What should I do before 2 September?
Sign in to Sage Self Service and check your email address and mobile number under Personal Profile and Personal Details then Contact Details. Your administrator must approve any changes before they take effect.
Sign in to Sage Self Service and check your email address and mobile number under Personal Profile and Personal Details then Contact Details. Your administrator must approve any changes before they take effect.
What if I'm on leave during the rollout?
You do not need to do anything. The verification prompt will appear when you next sign in.
You do not need to do anything. The verification prompt will appear when you next sign in.
My code hasn't arrived, what now?
Check your Spam or Junk folder. Confirm your registered email address or mobile number and check your connectivity. Then select Resend New Code. If the code still does not arrive, log a ticket with Sage Support.
Check your Spam or Junk folder. Confirm your registered email address or mobile number and check your connectivity. Then select Resend New Code. If the code still does not arrive, log a ticket with Sage Support.
Does support access change too?
Yes. Support invitations for consultants to access your company data now expire after 24 hours.
Yes. Support invitations for consultants to access your company data now expire after 24 hours.
Stay compliant and keep your employees informed
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