Hi Community 

Here is the Self Service 2FA I was talking about.

As Sage Self Service continues to keep your personal and payroll information secure, two important changes are here: mandatory 2-factor authentication (2FA) for all users, and the ability for employees to manage their own contact details directly. This post walks you through everything you need to know — from understanding 2FA, to signing in, troubleshooting verification codes, and keeping your contact information up to date.

Whether you're an employee logging in for the first time or an administrator approving changes, the steps below will guide you through the process.

Step 1: Understand Two-Factor Authentication (2FA)

Two-factor authentication is now mandatory for all Sage Self Service users. You cannot opt out. This extra layer of security protects your personal, payroll, banking, and leave data from unauthorised access — passwords alone can be guessed, reused, leaked, or stolen, and 2FA makes sure that even if that happens, your information stays safe.

Before you begin, review the FAQ to understand what 2FA means for you and why it matters.

• FAQ's on Two-factor authentication (2FA) for Sage Self Service

Step 2: Sign In with 2-Factor Authentication

Once you understand how 2FA works, signing in is straightforward. Enter your username and password, then check the verification screen to see where your code will be sent — usually your registered email inbox. If no email is on record, the code is sent by text message instead. Enter the code and select Verify to complete your sign-in.

A few things to keep in mind:

• Each code is valid for 10 minutes. After that, select Resend New Code.

• After one incorrect code, wait three seconds before retrying.

• After three wrong tries, wait three minutes.

• The code stays valid for five days on the same device and account. New users or new devices need a new code.

• Sign in with 2-factor authentication

Step 3: Troubleshoot Missing Verification Codes

If you don't receive your verification code, there are a few things to check. The code is sent to your registered email address by default, or by text if no email is on record. Make sure your contact details are up to date (see Step 4), check your spam or junk folder, and confirm that your email address or mobile number is correct in the system. If you're still not receiving codes, this troubleshooting guide will help you identify and resolve the issue.

• Troubleshoot missing verification codes

Step 4: Update Your Contact Details (Employees)

Keeping your contact details current is essential — not only so you receive your 2FA verification codes, but also to ensure your payslips, leave notifications, and other communications reach you. As an employee, you can update your own email address and mobile number directly in Sage Self Service.

Here's how:

1. Sign in to Sage Self Service.
2. Go to Personal Profile and Personal Details.
3. Expand Contact Details.
4. Select the pencil icon.
5. Update your email address or mobile number, then select Save.

Your administrator must approve the change before it takes effect.

• Update your contact details employees

Step 5: Update and Approve Employee Contact Details (Administrators)

When an employee submits a change to their contact details, the update doesn't take effect immediately — it requires manager or administrator approval. As an administrator, you'll need to review and approve these changes so that your employees' information stays accurate and their 2FA codes are delivered to the right place.

• Update and approve employee contact details

Quick Workflow Summary 

Key reminders:

• 2FA is mandatory for all Sage Self Service users — there is no opt-out.
• Verification codes are sent to your registered email by default, or by text if no email is on record.
• Each code is valid for 10 minutes. After three incorrect attempts, you'll need to wait three minutes before retrying.
• Employees can update their own contact details, but changes require administrator approval before taking effect.
• Keeping contact details current ensures you receive your 2FA codes and all payroll communications.

If you have questions at any stage, the Sage community is here to help. Reach out on the Community Hub, and our members and experts will be happy to assist.

Nteboheleng William Madibo

Community Lead AME