NOTE: These steps are for Sage Employee Online Services and Sage Online Bureau. If you use Sage HR Online Services, use this alternative guide - Duplicate email address requires attention - SageHR Online Services > 

If you have two employee records with the same email address and upload payslips, documents or timesheets, the following message appears:

'EMPLOYEE NAME has a duplicate email address of EMAIL ADDRESS. This record requires attention.'

NOTE: To show previous leavers on your employee list, click Employees, click Criteria, then clear the Current Year Leavers check box and if applicable the Historical Leavers check box, then click OK.

To resolve this, follow the steps below.

1. Remove email address from original record

The first step is to remove the employee's email address from their old employee record.

1. Log in to Sage 50 Payroll.
2. Open the relevant employee's old record, then click the Analysis tab.
3. Delete the email address under the Online Services heading.
4. Clear the checkbox beside Enable Documents, then click Save.

2. Delete the employee from Online Bureau

Next, delete the employee in Sage Online Bureau. You don't need to delete the old employee in Sage 50 Payroll.

For help with doing this, visit our delete an employee - Online Bureau guide. Once you've done this, return to this guide and continue to 3. Upload payslips below.

3. Upload payslips

Process the employee's payroll using their new employee record, and upload their payslip as normal.

Once you upload and publish the employee's payslip, the employee receives a new welcome email.