Check your junk/spam folder Some email accounts automatically put your Sage HR password reset email in your junk or spam folder. Check these folders for the email.
Check the email address isn't blocked If you have access to the security settings on your email address, add [email protected] to your 'safe senders' list. This avoids your security settings blocking the password reset email. If you're unsure about this, contact your IT support to check this for you. Once you've done this, use the reset password option again.
Check you have access The reset password option only works if you've already set up your account using your welcome email, and logged in before.  NOTE: Even if you're receiving payslip notification emails, this doesn't mean you've set up your access from your welcome email.
Have you set up your access from your welcome invite? ▼ No, I haven't Contact your employer and ask them to send you a new welcome email for Sage HR Online Services. When you receive this email, follow the instructions in it to register your account. You can then log in and access your online portal. Only your employer or the person who processes your payroll can send or resend a welcome email to you. Sage support agents don't have access to be able to do this. ▼ Yes, I have Ask your employer to check that you've logged in before. They can check this using their access log report. If they tell you that you: - Haven't logged in before, they need to resend you a welcome email
- Have logged in before, continue to the next section below
▼ I'm not sure Ask your employer to check that you've logged in before. They can check this using their access log report. If they tell you that you: - Haven't logged in before, they need to resend you a welcome email
- Have logged in before, continue to the next section below
Confirm your email address with your employer Check that the email address you're entering to log in is exactly the same as the email address your employer set up for you.
Check you're resetting from the correct page You need to use the correct 'Reset password' option. Follow the steps below to do this: - Go to sage.hr/sign, but don't use the reset your password button you can see yet.
- Enter the email address you use to log in, that you checked with your employer above.
- Click 'Continue to sign in'.
- If this button isn't available, click the 'Forgot your password' button you can already see to reset your password
- If you clicked Continue to sign in, you can now click the 'Forgot password' option you can see
Contact your employer if the issue persists If you've completed the steps in this article and the issue persists, contact your employer or the person who processes your payroll. Only they have the required access to Sage 50 Payroll and, where required, Sage support to resolve the issue.
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