| Error: 'Email already exists' - Online Services |
Description | When uploading online payslips, you may receive the error 'Email already exists'. To resolve this error, you can either use a different email address, or follow the steps below to remove the old employee record in your Online Services portal, to be able to use the email address again. |
Resolution | The steps differ depending on which Online Services you are using Sage HR Online Services or Sage Online Bureau. If you are unsure it's easy to check. - Log in to Sage 50 Payroll, click Company.
- In the Tasks menu, check which of the below options appears:
- Online Services Settings this means you're using Sage HR Online Services
- Online Document Settings this means you're using Sage Online Bureau
If these steps do not immediately resolve the issue, please refer to the Workaround section.
If you use Sage HR Online ServicesFollow the steps in our Sage HR Online Services guide. Error: 'Email already exists' - Sage HR Online Services
If you use Online BureauFollow these steps if you use Sage Online Bureau as an Accountant. Click here to view steps >To resolve, the original leaver record on the portal needs to have all online services removed from their name and then be deleted. - Log in to Sage 50 Payroll.
- Open up employee record - you may need to click Criteria and deselect Current Year Leavers or Historical Leavers for the old employee record to appear on your list.
- In the employee record, click the Analysis tab, then under Online Services deselect the tick box, and delete the email address.
- Click Save, then open up the new record for this employee.
- Click the Analysis tab, then under Online Services select the tick box and enter their email address, then click Save.
- Log in to Online Bureau.
- Go to Employees then click on view employee list.
- Find the employee in the list and note what services are assigned - Payslips / Documents / Timesheets.
TIP: You can scroll down the list to find them. - Click the remove services from employees button.
- Click the select service drop down and select a service noted in step 3 e.g. Payslips
- Find the employee in the list and tick the box next to their name
- Click save.
- Repeat steps 5-7 for all remaining services.
- Return to the view employee list section and find the employee name.
- Hover over the recycle/delete bin icon on the right until it turns bold then click to delete.
You can now retry uploading the payslips for that employee. CAUTION: If the issue persists, please contact Sage 50 Payroll support.
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