When you upload payslips for an employee whose email already exists in Online Bureau, the following message appears:

'We've encountered a problem...

Before you can upload your employee payslips you must decide how to resolve the problem.'

 NOTE: If you're using Sage HR Online Services and this message has appeared, follow our separate guide payslip upload message: 'We've encountered a problem' - Sage HR Online Services >

In Sage 50 Payroll, each employee record must have a unique email address for you to be able to upload them to Online Bureau.

If an employee record in payroll has an email address that's already in use, this message appears. This can occur for example, if an employee leaves, then returns the same employer.

When this message appears, you'll also see a table with the following information for each employee causing the issue:

• Payroll employee - the employee name in their Sage 50 Payroll employee record
• Employee in Online Bureau - the employee name in Online Bureau which has the duplicated email address
• Email address - the duplicate email address
• Action - the options available to you, see the resolve the email address section to find out more

Resolve the email address

Your options in this window are to either amend the email address to a new one, or replace the employee in Online Bureau.

 NOTE: If you have multiple employees listed, you need to select one of the following options for each employee. 

Amend New Employee's Email

This option allows you to enter a new email address for the employee record returning the error. With this option, the employee can:

• Log in and view payslips from their prior employment with the original email address, and
• Log in with the new email address to view payslips from the new employment

To go ahead with this option:

1. Under the Action column, select Amend New Employee's Email.
2. Under the Email Address column, enter the employee's new email address.
3. Click Publish Payslips.
    TIP: The Publish Payslips button is only available when you've selected an Action for all employees listed. 

Replace Existing Employee

This option deletes all of the employee's existing data from Sage Online Bureau, then uploads their details and payslip to the portal. 

To use this option:

1. Click Replace Existing Employee.
2. Click Publish Payslips.
    TIP: The Publish Payslips button is only available when you've selected an Action for all employees listed.

After you complete the upload, the employee receives a welcome email. They must register with this email and create a new password to be able to log in and view their payslips.