 TIP: If the employee is logging in via an Internet browser, for example, Chrome, the login issue may be resolved by clearing their browser's cookies and cache. If they still can't log in after doing this, please continue with the steps below.
1. Have you set them up yet in Sage HR Online Services?
It's possible that your employee is trying to log in to Sage HR Online Services before you've even added them to the portal and sent them a welcome email. Log in to Sage HR Online Services and check whether the employee is there.
Click here for details >
You can look for them in the company directory or search for them.
If they aren't there you need to add them.
TIP: Before you re-add them, you may want to check Reports > Employee data > Terminated employees to see if the employee has been terminated. If they have been but shouldn't have, delete them from this list before you re-add them.
If they do appear in your company directory, move on to the next check.
2. What email address is the employee using to log in?
Your employee could be using the wrong email address. Confirm with your employee what email address they are entering when they try to log in and make sure it matches exactly what it says in their Sage HR Online Services profile.
Click here for details >
Employee is using a different email address
If the employee is using a different email address, let them know the correct email address they must use to log in with.
If the email address for their profile needs to be changed or corrected, please follow the steps in Change an employee's email address.
Employee is using the correct email address
If the employee is using the correct email address, move on to the next check.
3. Have they logged in before?
Check to see if the employee has logged in before. This is to help indicate whether they've set up their access from their welcome email yet. You can check this check this from the Access logs report.
Click here for details >
- Click Reports.
- Click Access logs.
- On the Never logged in tile, click Re-send welcome email.
Does the employee having login issues appear on this report?
Employee shows on this report
If they show on this report this means they haven't logged in before, and therefore haven't set up their access from their welcome email. This is because when they set up their access, they automatically log in for the first time.
You can click Send next to their name to resend their welcome email. Alternatively you can click Send email to all which sends a welcome email to everyone listed in this report.
Employee doesn't show on the report
If the employee doesn't show on this list, then they have logged in before and must have set up their access from their welcome email.
Please move on to the next check.
4. Has the employee's self-serve access been disabled?
A reason why an employee can't log in is if their self-serve access has been disabled. You can check this within the personal settings in their profile.
Click here for details >
- Go to their profile.
- On the Employee tab scroll down to the bottom.
- Click Personal settings.
- Make sure Self-service access enabled is selected.
If it's not selected it, select it and click Save.
Check if they still can't log in.
If the employee still can't log in move on to the next check.
5. Ask the employee to reset their password
Your employee could be entering the wrong password.
Click here for details >
Once you've completed all the checks above, especially confirming the employee is using the correct email address to use, check whether they are entering are entering the correct password. They can reset their password.
After they've reset their password, see if they can now log in.
 NOTE: Employee not getting a password reset email?
If they still can't log in, move on to the next check.
6. Ask the employee to log in an alternative way
Request the employee tries to log in to Sage HR Online Services in a different way.
Click here for details >
- Try to sign in via sage.hr/signin
- Try to sign in via the link provided in their welcome email
- If they're trying to log in to the Sage HR app, ask them to try the website version instead
If they still can't log in, move on to the next check.
7. Has the employee entered the right company workspace?
If the domain in their login page's URL is wrong, or they have the wrong domain when asked for it when logging into the Sage HR app, this can be why they can't log in.
Click here for details >
Take note of what it says just before .sage.hr as this is what they need to enter into the Sage HR app.
Issue still persisting?
If the employee still can't log in at this point we recommend removing the employee and re-add them.
Click here for details >
 CAUTION: Only do this if you've made sure every check above has been done. This is because the following steps require you to have to set up the employee again in Sage HR Online Services.
- Terminate employee in Sage HR Online Services.
- Delete employee in Sage HR Online Services.
- Re-add the employee to Sage HR Online Services.
- Ensure employee set up their access from their new welcome email.
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