Error: 'Wrong email address or password entered'

Solution Properties

Solution ID:

230116152603567

Last Modified Date:

Fri Feb 03 16:46:52 UTC 2023

Taxonomy Path:

Case category//I have a problem with...//id/passwords on websites

Author:

[email protected]

Error: 'Wrong email address or password entered' - Sage HR Online Services

Description

If you use a Sage account login to sign in to your Sage HR company, you use the Sage account login page. Your email address field automatically populates with the email address you entered previously when you tried to log in.

After you enter a password, you may see the following error:

Wrong email address or password entered.

NOTE: If you see an error that says 'Incorrect email or password', follow the steps in our alternative guide.

This error indicates that either the email address you've entered is wrong, or the password is incorrect.

To resolve this, make the checks in the section below.

Cause

Resolution

Have you logged in to this company before?

The reason you get this error could be that you've not set up a login yet from your welcome email.

When you set up your access from your welcome email, you log in for the first time. Therefore if you've logged in before this means you've set up your access from your welcome email.

Have you logged in to this company before with the email address you're entering? Click your answer below:

Yes >

In that case, move on to Reset your password in the section below.

NOTE: If you're not 100% sure, check with your employer that you've logged in before. They can see this from within their access log report. If they tell you that you haven't, they need to resend you a welcome email. If they tell you that you have logged in before, move on to Reset your password.

No >

Before you can log in to your company on Sage HR Online Services you need set up your access from your welcome email. When you do this, you automatically log in for the first time. If you haven't logged in before, this indicates you haven't set up your access from your welcome email.

NOTE: Even if you receive payslip notifications, this doesn't mean your access to log in has been set up.

I don't have a welcome email

If you don't have a welcome email, this could be because:

Your employer hasn't sent you one yet
They sent one to the wrong email address
Your email security is blocking it

Make the checks in, I haven't received a welcome email.

My welcome email expired

If you do have a welcome email but it's expired you must ask your employer to resend you a new welcome email.

I have set up my access from my welcome email

If you think you have set up your access already, check with your employer that you've logged in before. They can see this from within their access log report.

If they tell you that you haven't logged in yet, they need to resend you a welcome email.

If they tell you that you have logged in before, move on to Reset your password.

I don't know >

Check with your employer that you've logged in before. They can see this from within their access log report. If they tell you that you haven't, they need to resend you a welcome email.

If they tell you that you have logged in before, move on to Reset your password.

Reset your password

If you've logged in before and have set up your access from your welcome email, then this error may indicate that you've entered the wrong password. Click Forgot Password? and follow the on-screen instructions to be sent an email so you can reset your password.

Once you've reset your password, you should be able to log in.

Don't get a password reset email?

If you don't get a reset email, make the checks outlined in, I haven't received a password reset email.

Error persisting?

If you require further support with your login issue, run through our login troubleshooting guide - I can't log in to Sage HR Online Services, or contact your employer so an admin user of the software can investigate this for you.

Steps to duplicate