Hi Sue,

This usually occurs when the incorrect CAPTCHA information is entered. Ensure you're entering the correct text, for example, it can be very difficult to tell the difference between an uppercase letter "O" as in "Ocean" and the numeral "0" or zero. If one isn't accepted by your CAPTCHA, try the other.

Also, depending on placement and font, a "6" can look like an "8", a "c" can look like an "o," an "o" look like an "a," and other characters can be hard to read.

If the CAPTCHA shows both upper and lowercase letters, be sure to enter your characters exactly as displayed. If all of the letters are shown in the case, you might be able to type it either way, but if your entry is rejected, try typing it just as it is shown.

If you're certain the correct CAPTCHA info is being entered, try clearing Cache, Cookies and History on your web browser.

Hi Sue.

Can you try signing on from another mobile device please. Do you get the same problem?

If so, go to Sage Drive Management Centre  > click forgot your password? and reset it. Once reset, try signing in to the app again please.

You may then be asked to re-enter your credentials on the desktop program. If you can also check on the desktop version of Sage and make sure it shows 'Sage Drive online' along the bottom.