I can't log in to my online portal - Sage Employee Online Services

Summary

What to do if you're having trouble logging in to Sage Employee Online Services to access your payslips.

Description

These steps are for Sage Employee Online Services, accessed via www.sagepayrollservices.co.uk. If you're trying to log in to Sage HR Online Services, follow the I can't log in to Sage HR Online Services article.

Follow the steps below if you can't log in to Sage Employee Online Services.

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 they have access to Sage technical support where required.

Check the website

Make sure you're going to www.sagepayrollservices.co.uk to log in. If you're using a different link, for example the Sage HR login link, you can't log in.

If you're at the correct website, clear cache, cookies, and temporary Internet files, as these can affect you logging in. Continue to Step 2 if you still can't log in after doing this.

NOTE: You can't access Sage Employee Online Services companies on the Sage HR app. This app is only for companies using Sage HR Online Services, which is a different payslips portal.

Have you logged in to this company before?

You can only log in if you've set up your access and created a login from your welcome email. The easiest way to check whether you've done this is to confirm whether you’ve 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.

▼ I've logged in to this company before

If you're certain that you've logged in to this company before, move on to Step 3.

NOTE: If you're not 100% sure, check with your employer that you've logged in before. They can see this using their admin access.

▼ I haven't logged in to this company before

You need to have set up your access from your welcome email before you can log in. When you complete the registration process with the welcome email, you log in automatically afterwards.

>This means if you haven't logged in, you need to set up your access from your welcome email now.

NOTE: Even if you receive payslip notifications, this doesn't mean you've completed the registration process.

I don't have a welcome email

This could be because, for example, your employer hasn't sent you one yet, or your email security is blocking it. To check and resolve this, follow our I haven't received a welcome email article.

Welcome email expired

For security, the activation link in your welcome email lasts for 24 hours. If you have the email but it's expired, ask your employer to send you a new one.

I've 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 using their admin access.

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

Move on to the next section if your employer confirms you've logged in before.

▼ I'm not sure

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’ve logged in before, move on to Step 3.

Reset your password

The next step is to reset your password. For help with doing this, follow the how to change your password article.

If the issue persists after this, return to this article and continue to Step 4.

Log in an alternative way

Try to log in to Sage Employee Online Services a different way:

Try to sign in via the link provided in your welcome email or payslip notification email
Try a different Internet browser
If you're using your phone, see if it works on a computer
If you're using a computer, see if it works on your phone

If you still can't log in, move on to the next step.

Contact your employer

Your employer manages the Sage Employee Online Services portal for their company. Data Protection regulations prevent Sage from assisting employee users directly.

There are some checks you need to make with your employer. Contact them directly and check the following:

Check your email address

Confirm the email address you're entering matches the one your employer has set you up with. Sometimes this issue is due to the employer using an alternate or incorrect email address.

If the employer set you up with the wrong email address, ask them to resolve this for you.

Check your profile exists

Confirm that your employer hasn't deleted your profile. They need to re-add your profile if they deleted it.

If you require previous payslips, they can provide you with these in an alternative way using their payroll software.

Check your access

Confirm that an admin user at your employer hasn't removed your access.

If they have, you need to wait for them to enable it again.