If you've forgotten your password for Sage HR Online Services or your account is blocked from too many failed log in attempts, you can reset the password. If your password reset email doesn't come through, this can because of the following:

• You haven't set up your access from your welcome email
• You're not entering the correct email address
• The reset email is in your junk/spam folder
• Your email security is blocking the reset email
• You're trying to reset your password from the wrong page

There are some checks you can make, but keep in mind that your employer may need to contact Sage 50 Payroll support to resolve this issue for you.

 NOTE: If you're an admin user trying to resolve this issue on behalf of an employee, please run through the checks in the Admin user version of this guide.

Check your junk/spam folder

It could be that your email security put the reset email into your junk or spam folder. Please check if it is there.

Ensure Sage email address is on your safe senders list

Make sure that your email security has the email address [email protected] included on your safe senders list. This avoids the password reset email being blocked. If you're unsure about this please contact your IT support to check this for you.

Make sure you've set up your access from your welcome email

You won't be able to reset your password if you haven't yet set up your access from your welcome email, and logged in before.

NOTE: Even if you're receiving payslip notification emails, this doesn't mean you have set up your access from your welcome email to log in.

Have you set up your access from your welcome invite?

Confirm your email address with your employer

Check that the email address you're entering is exactly the same as the email address your employer has used to set you up. 

Check you're resetting from the correct page

To reset your password, you must ensure you are clicking Forgot password? from the Sage account login page shown in the screenshot below. 

NOTE: If you're clicking Forgot your password? on the pages shown in the alternative screenshot below, you will not receive a reset email. This link is for Sage HR users that don't use a Sage account login.

Issue still persisting?

If you've made these checks, and the issue persists, please contact your employer or the person who processes your payroll, as only they have access to resolve this.

Sage HR Online Services is managed by your employer and Data Protection regulations don't permit us to assist employee users directly. Your employer can look into this for you and only they can contact Sage technical support if required.

• I can't log in to Sage HR Online Services
• I don't have a welcome email
• My welcome email has expired
• Employee can't reset their password