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Sage HR Online Services - Frequently Asked Questions by employees

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Summary

Answers to some common questions and queries asked by employees about using Sage HR Online Services.

Answers

What is Sage HR Online Services?

Sage HR Online Services is an online payslips portal for employers to upload their employees' payslips to. Employees can log in to this online portal to view and download their payslips or P60s.

Is there a guide for employees?

We do have a collection of guides to help you use Sage HR Online Services in our Employee Support Hub in the Help Centre.

Who do I contact for support with Sage HR Online Services?

Sage technical support can only directly assist your employer or an admin user. This is because we require answers to security questions relating to your company's account.

If you need support, you have the following options.

  • Visit the employee support hub that covers common employee user queries
  • Search our knowledgebase for guides regarding your query
  • Interact with our virtual assistant via the chat icon within Sage HR

If none of these provide the answer you need or solve your problem, then you must contact your employer. They can look into this for you and as an admin user, they have access to contact Sage support directly if required.

I have a query about my pay

Your payslips are available to access in Sage HR, but Sage doesn't process or manage your pay. Your employer manages your payments and the details on your payslips such as tax and National Insurance deductions. If you have a query or issue with what you see on your payslip you must contact your employer directly about this.

I have a query about my pension

The same as a query about your pay, you must contact your employer about this.

How do I access my payslips?

You need a welcome email from your employer before you can access your payslips from them. Once you've set up your access from that welcome email, you can then log in to Sage HR Online Services.

On a computer, you can either log in via your company's unique URL provided in welcome emails or payslip notifications. Alternatively or you can go to sage.hr/signin.

If on your phone, you can download and use the Sage HR app.

After you log in, there's a dedicated area to view your uploaded payslips and P60s. Use our guides below for more details:

How do I get a welcome invite?

Your employer sends you a welcome email when they first add you to Sage HR Online Services.  If you don't have one, contact your employer. They need to check whether they have sent one, and if they have whether they have set you up with the correct email address. 

 NOTE: Only your employer can send you a welcome invite. Sage can't do this.

If you've had a welcome invite but it expired, your employer can re-send you a new welcome invite.

Why can't I log in?

There can be a few different reasons for this:

  • You've not set up your access from your welcome email
  • You're using the wrong email address or password
  • You don't exist in your company on Sage HR Online Services
  • Your company uses Sage Employee Online Services, not Sage HR

Use our login troubleshooting guide.

My login has been blocked

If you enter the wrong password too many times, you receive a message that your account has been blocked. To resolve this, you get an email that allows you to unblock. 

If you don't get this email, try the following:

  1. Wait an hour, then try again.
  2. If you still get the same message, reset your password using the Forgot password? option.

If the issue persists, contact your employer so they can investigate this with Sage support. There may be actions they need to take within their software, such as resending you a welcome email.

Can I access other employers?

Do you work or have worked for more than one company that uses Sage HR? How you access your other company depends on whether they use the same email address for you, and if they even do use Sage HR.

  • If they do use Sage HR, and have used the same email address - You can switch between these companies after you log in to one of them
  • If they do use Sage HR, but haven't used the same email address - You need to log out and log in via sage.hr/signin with your other email address
  • If the other company uses Sage Employee Online Services, not Sage HR - You must access that company via www.sagepayrollservices.co.uk

Do I get a notification when my payslips are ready to view?

Yes, when your employer uploads your payslips, you're automatically notified by email that your payslips or P60 are ready to view. If you don't want to get notifications from Sage HR Online Services by email, you can turn these off from your profile.

Can I access payslips after I've left?

When you leave your employer, they mark you as 'terminated' in their Sage HR company. You can't access your company on the Sage HR mobile app after you've been terminated. You can only access your payslips via the web portal if your employer has enabled a setting.

You'll need to check with your employer whether they've enabled this access to allow you to log in to the web portal up to 7 days, 30 days, or 1 year after your leave date. If they haven't, and you need your payslips, you must contact the employer directly so they can provide you your payslips another way.

How do I change my email address?

To change the email address that you log in with you have to contact your employer. Only an admin user of the software can amend this and set up a new profile using your new email address.

There are some details I can't edit in my profile

Depending on settings, there may be some details you can amend yourself. Any details you can't edit, whether that is on the Sage HR website or mobile app, you must contact your employer. An admin user can amend these for you.

Some payslips and P60s aren't showing

Only payslips and P60s that have been uploaded show in Sage HR Online Services. If a payslip isn't there this means either your employer hasn't uploaded it or it was deleted. Contact your employer to upload any missing payslips and P60s.

 NOTE: Only your employer can make a payslip available to you, not Sage. 

Where can I find my P45?

You can't access a P45 in Sage HR Online Services. If you haven't yet received one you must contact your previous employer directly for them to provide it to you. They can print it or email it using their payroll software.

Can I use Sage HR Online Services to request time off?

You can only use Sage HR Online Services to view your time off, such as annual leave, or to book off days if your employer uses the Sage HR Leave Management module. If you're not sure whether they do, contact them to clarify this.

They don't use the Leave Management module

Use your alternative process to request days off or view your holiday balance. Contact your employer if you're unsure what this process is.

They do use the Leave Management module

Once an admin assigns you to a time off policy, you can use our Sage HR guide for steps on how to book time off.

 TIP: If you have queries about using the Leave Management module use the Sage HR knowledgebase or contact your HR admin.

How do I remove a company from my company list?

If your email address is used for more than one company that uses Sage HR Online Services, they appear on your company list on the top right when logged in. You can switch between them.

To remove a company from this list, you need to contact that company and request they terminate and delete you from their Sage HR company.

How do I remove myself from Sage HR Online Services?

Only an admin user in your Sage HR company can remove you. If you want to be deleted, contact your that employer.