If your employee has forgotten their password for Sage HR, an option is to reset the password. If their reset email doesn't come through, you can make some checks for them.

Check they're entering the correct email address 

You should check what email address the employee is entering when trying to reset their password. If they aren't using the exact email address in their profile, they won't get a password reset email.

If the employee is using a different email address let them know the correct email address they must use to log in with.

 NOTE: If the employee wants this to be a different email address there are specific steps you must take to change their email address. 

Resend welcome email

If an employee hasn't set up their login from their welcome email, this can be why they can't reset their password. Resend them a welcome email. If they have the option to create a Sage ID make sure they click that option as this is how they create their password.

If they have no option to create a Sage ID, move on to the next check.

Check they're resetting from the correct page

To reset their password, you must ensure they are clicking Forgot password? from the Sage account login page shown in the screenshot below. They get to this when logging in from their payslip notification email or welcome email. This ensures they land on your company's unique Sage HR where they can enter just their email address, which then brings them to this Sage account screen.

NOTE: If they are clicking Forgot your password? on the pages shown in the screenshots below, they will not receive a reset email. This link is for users who log in with a Sage HR login instead of a Sage account login.

Check junk/spam folder

It could be that your employee's email security put the reset email into their junk or spam folder. Please ask the employee to check if it is there.

Ensure Sage email address is on safe senders list

Make sure that your employee's email security has the email address [email protected] included on their safe senders list. This avoids the password reset email being blocked.

Issue still persisting?

If the employee still can't log in at this point please contact Sage 50 Payroll support.