Summary
Description
NOTE: These steps are for Sage Employee Online Services, which is accessed via www.sagepayrollservices.co.uk. If you're trying to log in to Sage HR Online Services, please use our alternative guide.
If you can't log in to Sage Employee Online Services, it will be because of one of the following reasons:
- You haven't set up your access from your welcome email
- You're using the wrong email address
- You're entering an incorrect password
- Your profile has been deleted by an admin user
- Your access to Sage Employee Online Services has been removed by an admin user
- You need to clear your Internet browser's cookies and cache folder
- You're trying to log in on the Sage HR app instead of www.sagepayrollservices.co.uk
Run through the checks outlined below to establish why you can't log in. This will then help you know what to do to resolve your login issue.
NOTE: If you need to contact someone about your login issue, contact your employer. Only they have access to resolve login issues for you and only they contact Sage 50 Payroll support if required.
Resolution
TIP: If you're logging in via an Internet browser, for example, Google Chrome, your login issue may be resolved by clearing your browser's cookies and cache. If you still can't log in after doing this, please continue with the steps below.1. Are you logging in at the right website?
Make sure you're going to www.sagepayrollservices.co.uk to log in.
NOTE: You can't access Sage Employee Online Services companies on the Sage HR app. This is only for companies that use Sage HR Online Services, which is a different payslips portal.
2. Have you logged in to this company before?
You won't be able to log in unless you've set up your access and created a login from your welcome email. The easiest way to determine whether this has been done is to confirm whether you have logged in before.
Have you successfully logged in to this company on Sage Employee Online Services before using the email address you're entering? Click your answer below.
If you're 100% sure that you've logged in before, please move on to the next section.
NOTE: If you're not 100% sure, please check with your employer that you've logged in before. They can see this using their admin access.
No I haven't >
Okay, before you log in to your company on Sage Employee Online Services for the first time, you need to have set up your access from your welcome email. When you do this, you're automatically logged in for the first time, so 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've sent one to the wrong email address, or your email security is blocking it. Please make the checks in, I haven't received a welcome email.
My welcome invite 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, please check with your employer that you've logged in before. They can see this using their admin access.
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, please move on to the next section.
3. Checks to make with your employer
There are some checks you need to make which require confirmation from the employer you can't access on Sage Employee Online Services. Please contact them directly and check all of the following:
Confirm the email address you're entering matches the one your employer has set you up with. It's possible they used an alternate email address, or entered your email address incorrectly when they set you up e.g. a spelling mistake or missing character. If you've been set up with the wrong email address, or you have a new email address you want to log in with instead, please inform your employer so they can change this for you. | Completed |
Confirm your profile hasn't been deleted by an admin. If they've deleted you, this needs to be resolved by them. If you require previous payslips, they can provide you with these in an alternative way using their payroll software. | Completed |
Confirm your login access hasn't been removed by an admin. If your access has been removed, you need to wait for them to enable it again. | Completed |
Once you've confirmed each of the checks above with your employer if you still can't log in, continue to the Further troubleshooting Section below.
Further troubleshooting steps
Check whether you're entering the correct password. You can reset your password if required.
When on the Sage account login screen shown in the screenshot below, click Forgot password? and follow the on-screen prompts.
After resetting your password, try to log in.
If you still can't log in, move on to the next check.
I'm not getting a reset password email
When you try to change your password, if you're not getting a password reset link emailed to you, please follow the steps in I haven't received a password reset email.
If the issue persists regarding no reset email coming through, please contact your employer for them to look into it.
Once you've resolved trying to reset your password, check to see if you can log in. If you still can't, move on to the next check.
Issue still persisting?
If you've made all these checks above, and still can't log in, please contact your employer so they can investigate this and for them to contact Sage support if required. Sage Employee Online Services is managed by your employer and Data Protection regulations don't permit us to further assist employee users directly.
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