Employee hasn't received their welcome email

Summary

What to do if you add an employee to Sage HR Essentials, and they tell you they haven't received a welcome email.

Resolution

Make the following checks to resolve why your employee doesn't have a welcome email.

Check that the employee's email address matches with their profile

Check you've entered the correct email address when you set up the employee for Sage HR Online Services.

We commonly see customers overlooking a small typo, or an employee is checking the inbox of their alternative email address.

Verify the email address used during the setup of the employee in Sage HR Online Services. Make sure there are no mistakes. Check the employee supplied the correct email address. If it is wrong you can change their email address.

TIP: Copy the email address in their Sage HR profile, then check whether a test email sent outside of Sage HR arrives to the employee's inbox. If they don't receive an email from you this may indicate you've not noticed an error with the email address.

Email address is wrong

If the email address is wrong, you can change their email address.

Employee checking wrong inbox

If the employee is checking the wrong inbox, get them to check the correct one. If the welcome email is still not there, check their junk folder again, and then complete the rest of the troubleshooting steps outlined below.

Email address is correct

If the email address is definitely correct, move on to the next check.

Resend the welcome email

If the email address is correct, you can resend a welcome email to the employee. This is handy to do also if their welcome email has expired.

Reset password

There is a chance the employee already has a Sage account under the email address you used for them. For example, if they worked for another employer that also used Sage for payslips, and used the same email address, they would've created a Sage account when that employer sent them a welcome email. This means they may not even need a welcome email to be able to log in to your company after you add them.

See what happens when they log in using their existing Sage account password. If they can't remember what this password is, ask them to reset it.

Not receiving a password?

If they aren't receiving a password reset email, this probably means they don't have a Sage account yet and need the welcome email first. Continue with the troubleshooting steps below.

Check junk or spam folder

Ask your employee to check their junk or spam folders.

Check email security

Check that your employee's email security doesn't block the following email addresses:

Further troubleshooting

Follow all the checks above. If your employee still doesn't receive a welcome email follow the steps below.

Click here for steps >

Terminate the employee's profile.
Delete the terminated employee.

NOTE: These steps don't affect Sage Payroll.

Once you delete the employee in Sage HR Online Services, re-add the employee. Resend the welcome email.

If the email still doesn't arrive, their email security is blocking the emails. Please resolve their email security or request they provide an alternative email address. Use the new email address for Sage HR Online Services.

Employee hasn't received their welcome email - Sage HR Essentials