• Sage account is not activated
• Security software is not allowing the screen to enter credentials to display
• Failed Windows update(s)
• Pressing the Enter key instead of clicking Continue button after entering captcha answers

Note: If you are on Sage 50 release 2020.2 or earlier, you will receive this error if you attempt to log into a Sage Drive company. You will need to upgrade to a currently supported version. It can be downloaded from Sage 50—U.S. Edition: Download Portal.

Solution 1: Captcha window appears

Note: If the captcha window appears, but the Password field is blank, reset the Sage account password.

Enter the captcha information in the box provided and click Continue. Do not press the Enter key on the keyboard.

Solution 2: Screen to enter credentials is being blocked

1. Try disabling User Account Control (UAC) and/or temporarily disabling the firewall/antivirus. If that resolves the issue you should DocLink: set your firewall and antivirus to allow Sage 50 files.
2. Verify that you can sign in and then download or share a Remote Data Access company.
3. If the error still occurs and you do not have the opportunity to enter the Email and Password, it may be a damaged Windows Profile. See Error: "We were unable to authorize your SageID credentials" and the login window does not come up.

Note: Trying the same thing from a different computer or environment is a good way to test and see if the above is causing your error.

Solution 3: Make sure all Windows updates are installed

Check for Windows updates and install any recommended updates. Consult your local IT group or Microsoft support for any assistance needed.

Solution 4: Clear default browser cache

1. Open the default browser and clear the cache from the beginning of time.
2. Open Sage 50 and attempt to sign in with your Sage ID.

Solution 5: Reset Sage account password

The password may be incorrect. Refer to How do I reset my Sage account password?.

Solution 6: Damaged Windows user profile

There might be a problem with the current Windows user profile.

1. Try logging out of the current Windows User and log in as a different user, preferably a Windows admin.
2. Log into the shared company using the original Sage account email. Verify the login credentials will work.

If the log in does work, it may be a damaged Windows Profile. See Error: "We were unable to authorize your SageID credentials" and the login window does not come up.