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Online Bureau - 'Duplicate email address requires attention'

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This guide explains how to resolve warnings relating to duplicate email addresses, when uploading from Sage 50cloud Payroll to Sage Employee Online Services / Sage Online Bureau.


Caution: We temporarily experienced an issue on 23 December preventing email notifications to be sent. This means, if you uploaded payslips during this time your employees won't receive a notification to tell them their payslip is available. We're sorry for any inconvenience this may cause and we're investigating the cause so we can prevent this from happening again.

NOTE: These steps are for Sage Employee Online Services and Sage Online Bureau. If you use Sage HR Online Services, please use this alternative guide - Read more > 

If you have two employee records with the same email address and upload payslips, documents or timesheets to Online Services, the following message appears:

'EMPLOYEE NAME has a duplicate email address of EMAIL ADDRESS. This record requires attention.'


To resolve this, you must delete the employee from Online Services:

  1. Go to
  2. Enter your Sage account (formerly Sage ID) details and click Sign In.
  3. If necessary, select the relevant service.
  4. Click Manage Employees.
  5. Select the required employee, then click Delete.
  6. In Sage 50cloud Payroll, remove the email address from the original employee record on the Analysis tab.

TIP: To show previous leavers on your employee list, click Employees, click Criteria, then clear the Current Year Leavers check box and if applicable the Historical Leavers check box, then click OK.

When you create a new employee record, you should select the Enable Documents checkbox.

Once you upload and publish the employee's payslip, the employee receives a new welcome email.

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