Dear Customer,

We would like to inform you of the upcoming rollout of Two-Factor Authentication (2FA) for Sage Self Service.

This enhancement forms part of Sage's ongoing commitment to improving the security of employee and payroll information by adding an additional layer of protection during sign-in.

When?

• Release Date: 02 September 2026
• Deployment Window: 20:00 - 22:00
• A short interruption to Sage Self Service web services is expected during the deployment window.

What is Changing?

After entering their username and password, users will be required to enter a one-time verification code to complete the login process.

• The verification code will be sent to the user's registered email address.
• If no email address is available, the code will be sent via SMS to the registered mobile number.
• Two-factor authentication will be mandatory for all Sage Self Service users.

What Should you Do Before Go-Live

Please verify that employee contact details are up to date before the rollout.

Employees should:

• Confirm that their email address and mobile number is correct.
• Update any incorrect details in Sage Self Service and ensure changes are approved by their administrator.
• A notification will be displayed on the Sage Self Service website from 18 August informing users of the planned change and supplying them with a link to steps on how to verify their email addresses.

Key Information

• How will I receive my verification code?
• Email is the default delivery method.
• SMS will only be used when no email address is registered.
• How long is the code valid?
• Verification codes are valid for 10 minutes.
• Can I opt out of 2FA?
• No. Two-Factor Authentication is mandatory for all Sage Self Service users.
• How often will we need to verify?
• If the same user logs in on the same device within 5 days, they will not be required to enter a new verification code.
• A different user or device will require a new verification process.

Troubleshooting - Verification Code Not Received

Before logging a support case, please:

• Verify the registered email address.
• Check Spam and Junk folders.
• Verify the registered mobile number if no email address exists.
• Confirm internet/mobile connectivity.
• Use the Resend New Code option.

Kind Regards, 

Nteboheleng William Madibo 

Sage Country Community Lead AME