Sage HR Essentials: Employee can't reset their password

If your employee has forgotten their password for Sage HR, an option is to reset the password. If their reset email doesn't come through, you can make some checks for them.

Check junk/spam folder

It could be that your employee's email security put the reset email into their junk or spam folder. Please ask the employee to check if it is there.

Ensure Sage email address is on safe senders list

Sage sends these emails from [email protected]. The employee needs this included on their safe senders list. This prevents their system blocking their password reset email.

Check they are entering the correct email address 

Check what email address the employee is entering when resetting their password. If they aren't using the email address you used to set them up, they won't get a password reset email. It must match the email address that is in their Sage HR profile.

Confirm to the employee the email address they must use to log in.

 NOTE: If the employee wants this to be a different email address, you can change their email address. 

Make sure they've set up their access from their welcome email

The employee may not have set up their access to log in from their welcome email. This can be why they can't reset their password. You can check whether they've done this by checking if they've ever logged in before. You can check this from the Access logs report.

Employee hasn't logged in before

If the employee is on this report, they haven't logged in before. It also means they haven't set up their access from their welcome email. When they do they will log in for the first time.

You can select Send next to their name to resend their welcome email. You can also select Send email to all. This sends a welcome email to everyone listed in this report.

Employee has logged in before

If the employee doesn't show on this list, they have logged in before. They and must have set up their access from their welcome email.

 TIP: It can be worth resending the welcome email again to see if it prompts the employee again to set up their access. 

Check they're resetting from the correct page

To reset their password, you must ensure they are selecting Forgot password? from the Sage account login page shown in the screenshot below. They get to this when logging in from their payslip notification email or welcome email. This ensures they land on your company's unique Sage HR area. 

NOTE: If they are clicking Forgot your password? on the pages shown in the screenshots below, they will not receive a reset email. Those links are for Sage HR users who log in via the general Sage HR login page, and have an email address used for companies that don't use Sage HR for payslips.

Issue still persisting?

If the employee still can't log in at this point please contact Sage Payroll support.