Common 2-factor authentication (2FA) questions - FAQ

Select a topic below:

Sign up
6-digit code
Mobile phone or device
Recovery Code
Log in Errors
Authenticator App
Contact support

How to sign up for 2FA

• 2-factor authentication adds extra security to your Sage account. Every time you log in, you need to provide a code 
• You can have your Sage product 'remember you' the next time you log in. This means you need only enter a second form of verification via passcode after 30 days
• To find out how to sign up, review how to sign up for 2FA

How do I set up 2FA without a mobile or tablet device?

You can still set up 2FA to receive codes via a landline phone call. When prompted for 2FA, you'll receive a call that reads out your code.

Can multiple people use the same login?

• Each user needs their own login credentials and their own 2FA setup
• Sharing account details poses serious security risks, including unauthorized access and difficulties in tracking data changes
• See 2-factor authentication (2FA) for multi-user Sage account to find out how this affects logins

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How do I receive codes?

• Use an Authenticator App on your smartphone. You can get codes anytime without needing a phone signal or WiFi access
• If you have an Authenticator App, use it with your Sage account.  Otherwise, download the Microsoft Authenticator app
   NOTE: Using an Android phone, download from the Google Play Store. Using IPhone, download from the AppStore
• You can receive a 6-digit code via Text Message (SMS), Phone call, or use a desktop authenticator app
• Didn't receive a code? Select Resend code or get a call

I haven't received my 6-digit code

• Check Mobile Signal: Ensure your mobile device has a sufficient signal. Otherwise, use your recovery code to log in temporarily
• Re-attempt Delivery: If you have a good signal but didn’t receive the code, try requesting the code again
• Persistent Issues? Use your recovery code or method.

The 6-digit code wasn't accepted

• Regenerate the code: The code you've used has expired. Regenerate the code and try again
• Use the most recent code: Make sure you enter the most recent code sent. This code won’t stay the same 
• Temporary Solution: Use your recovery code or recovery method to log in for now. See How to log in without the 2-factor authentication (2FA) device

Can I receive the 2FA code by email?

You can only receive the code via an authenticator app, text message, or phone call. You can use an email address as a recovery method.

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What if I don't have my device?

• During the setup process, you receive a recovery code. Keep this code in a safe place. You'll need it to log in when you don't have your 2FA device
• The recovery code can only get used once. Using it will generate a new code for you
• Set up a backup recovery method with a phone number or alternative email

It's important to note:

• You can't use the same phone number for SMS codes and as a backup recovery method
• If you lack an alternative email, create one free with providers like Google (Gmail) or Microsoft Outlook

I can't access my mobile phone or device

When you first set up 2-factor authentication (2FA), the system provides you with a 24-digit recovery code.  If you don't have access to your device, see How to log in without the 2-factor authentication (2FA) device

I changed my phone number 

If you change your phone number, remove 2FA from your mobile phone and setup 2FA with your new phone number. See Change your 2-factor authentication (2FA) device or phone number.

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Set up a recovery method

Enable a recovery method for your 2-factor authentication (2FA) in case you're unable to complete the authentication for your Sage account.

I can't access my recovery code

• If you don’t have access to your recovery code, use your alternative recovery method
• See How to log in without the 2-factor authentication (2FA) device

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Error: "You Reached the Maximum Amount of Times"

• Cool Down Period: Wait for one hour before trying again. Make sure to select the correct authentication method that you originally set up
• Temporary Solution: Use your recovery code or recovery method to log in for now

Error: "Something went wrong. Wait a few minutes and try again"

• This error occurs when multiple users attempt to sign in with the same email
• This also appears if a user logs in and out multiple times in a short period of time. The system places a block on your account for 24 hours
• Multiple users: If multiple people use the same email, see 2-factor authentication (2FA) for multi-user Sage account
• Cool Down Period: The block is in place for 24 hours and will clear automatically

"Remember me on this device for 30 days" isn't working

• When selecting Remember me on this device for 30 days, our system uses cookies to remember your choice
• If you don't save or delete cookies, the setting no longer remains. See 'Remember me on this device for 30 days' option isn't working 

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I don't see Sage listed in my authenticator app

• You set up 2FA then deleted Sage from your authenticator app
• You can set up 2FA with either the text message or phone call option to receive your code
• You haven't completed 2FA setup - you can set up 2-factor authorization as normal when prompted 

If you deleted Sage from your authenticator app or want to change your authentication method, see how to change your 2-factor authentication (2FA) device.

Can I use the Desktop Authenticator App?

Yes, although we're unable to recommend a particular desktop authenticator, and some aren’t free.