Appalling Customer Service and System Glitches at Sage - Business Incapacitated at Month-End!

I have been using Sage Accounting for my business, JAZ Engineering, seamlessly since 2018, and Sage Payroll for almost two years. On 22 September, I was forced by Sage's system to activate mandatory Two-Factor Authentication (2FA) on our accounting profile. Following this update, we have been completely locked out of our separate payroll profile right at month-end.

When I phoned their support center on 29 September (Original Phone Ref Ticket: ***), the agent was completely unhelpful and repeatedly insisted that I had manually changed our payroll email address, which I categorically did not do. It is evidently a backend glitch on their side triggered by their forced 2FA rollout.

Because of this, we are currently unable to process our month-end payroll or finalize our PAYE for SARS, which has strict statutory deadlines. I sent an urgent formal escalation yesterday and a follow-up today (New Complaints ***), and we have been completely ignored. Absolutely zero response from their complaints or support teams.

It is shocking that a payroll software provider can leave a business completely incapacitated at the most critical time of the month and simply refuse to provide support or even acknowledge the issue. If you are a business owner, think twice before using Sage. We are now actively looking to move all our business accounting and payroll to another provider that actually supports its paying clients.