Error: 'This email address is already in use' - Sage HR Online Services
Description
NOTE:These steps are for Sage HR Online Services. If you use Sage Online Bureau please use our alternative guide.
When uploading online payslips, you may receive this error.
'This email address is already in use' followed by the email address in question.
Cause
Resolution
Can you use a different email address?
The easiest way to resolve this is to use a different email address for their record in Sage 50 Payroll and in your Online Services Settings via Manage your employees.
Make sure the email address is correct. When you next upload their payslip either their new profile will be created in Sage HR Online Services with that email address, or if you manually created one for them in Sage HR Online Services first, it will automatically link to it.
NOTE:Make your employee aware that they must use this email address and not their previous email address to log in to Sage HR Online Services.
Need to use the same email address used previously?
To be able to re-use a returning leavers email address, you need to do the following:
TIP:Click on the steps for more details, and select Completed when you've done that step.
In 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 delete the email address.
Next to Enable Online Services, deselect the checkbox.
Delete their terminated profile from the Terminated employees report.
If employee isn't in Company directory.
This means the employee has been terminated in Sage HR Online Services. However you still need to check whether they've been deleted from the Terminated employees report before you continue.
On the main menu, click Reports.
Click Employee data, then click Terminated employees.
This provides a list of employees you have terminated in Sage HR Online Services.
If the employee isn't listed, this means they're already deleted, and you can move on to Step 3.
If you see the employee listed in this report, click the rubbish bin icon next to the relevant employee, then confirm you want to delete them by clicking, Yes, go ahead.
Once you know the employee profile is deleted in Sage HR Online Services, move on to the next step.
Now upload the employee's payslip again. If successful a new profile in Sage HR Online Service is created, with their uploaded payslip. The employee is also sent a welcome email.
NOTE:We recommend not to upload an historical payslip to ensure the most up to date employee record data imports into Sage HR.
If you still get the error, double check every step above has been done. If every step has been done, please move on to the workaround explained in the section below.
Completed
If the issue persists
After completing the steps above, if you still encounter the issue this could indicate that some information is stuck in the background of the portal.
This issue has been resolved so you should not experience it again. However, if the information has previously been stuck in the background, please contact support.
NOTE: 
TIP: 
