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 the junk/spam folder It could be that your employee's email security put the reset email into their junk or spam folder. Ask the employee to check if it is there.
Ensure your Sage email address is on the safe senders list Sage sends these emails from [email protected]. The employee needs this included on their safe senders list. This prevents their system blocking their password reset email.
Check they’re entering the correct email address Check what email address the employee is entering when resetting their password. If they aren't using the email address you used to set them up, they won't get a password reset email. It must match the email address that is in their Sage HR profile. Confirm to the employee the email address they must use to log in. NOTE: If the employee wants this to be a different email, you can change their email address.
Make sure they've set up their access from their welcome email It's possible the employee didn't set up their access to log in from their welcome email. This can be why they can't reset their password. You can check whether they've done this by checking if they've ever logged in before. You can check this from the Access logs report. Employee hasn't logged in before If the employee is on this report, they haven't logged in before. It also means they haven't set up their access from their welcome email. When they do, they’ll log in for the first time. You can select Send next to their name to resend their welcome email. You can also select Send email to all. This sends a welcome email to everyone listed in this report. Employee has logged in before If the employee doesn't show on this list, they’ve logged in before. They and must have set up their access from their welcome email. TIP: It can be worth resending the welcome email again to see if it prompts the employee gain to set up their access.
Check they're resetting from the correct page To reset their password, you must ensure they’re selecting 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 area.
NOTE: If they're selecting Forgot your password? on the below screenshot, they won't receive a reset email. Those links are for Sage HR users who log in via the general Sage HR login page, and have an email address used for companies that don't use Sage HR for payslips.
Issue still persisting? If the employee still can't log in at this point contact Sage Payroll support. | 