Hi Sam
I dont use sageone payroll. BUT I can hopefully help you get the answer. Is it a clients login you use? If so you can access the help files and they should be able to explain the process - the help files are pretty good to be fair to sage! If you also have access to clients email address then email sageone helpdesk and they will respond within 24 hours (usually quicker).
Failing that - set up a trial (its free) and then email them yourself. Not ideal, but only takes a minute. Although be warned if you put a real phone number in there they will ring you, which is why I dropped a digit! Oh did I just say that out loud! Bad bad me!!
HTH
__________________
Joanne
Winner of Bookkeeper of the Year 2015, 2016 & 2017
Thoughts are my own/not to be regarded as official advice,which should be sought from a suitably qualified Accountant.
You should check out answers with reference to the legal position