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I can't log in to the Sage HR web portal

Checks to make if you're unable to log in to the Sage HR web portal.

Oliver Cook avatar
Written by Oliver Cook
Updated over 3 months ago

Logging in to the Sage HR mobile app?

If it's only the mobile app you can't log in to, use our guide, I can't log in to the Sage HR app.

If you can't log in to the Sage HR web portal, continue with the troubleshooting steps below.

Is your login issue because of an email verification code or 2-factor authentication (2FA)?

Yes

Is the issue with your email verification code or 2FA?

📎NOTE: If you authenticate using the following methods, then you use 2FA:

  • Code provided by an authenticator app

  • Code sent by text

  • Code sent by phone call

If you log in using a code sent to your email address, you use email verification.

Email verification code

Not received my email verification code

If you haven't received the code when trying to log in, click Resend code at the bottom of the Verify your email address page.

Allow up to 10 minutes to receive this code.

If you still don't receive the code, check your junk/spam folder and ensure your email security doesn't block [email protected].

Contact your employer if the issue persists. They can investigate this further with Sage support.

Can't access email with the verification code

If you receive a code to an email address you don't have access to, you'll need to wait until you do.

If you don't want to be reliant on access to that email address, you can ask your employer to set you up under a different email address.

Alternatively, you can ask your employer to enable 2FA for you. You'll then be able to authenticate using a mobile device.

Something else

If you have a different login issue related to your Email verification code, contact your employer.

2FA

Authentication code not working

If your authentication code provided by your authenticator app, text or call isn't working, you can log in using your recovery code.

If you've lost your recovery code, use your recovery method to reset 2FA. Alternatively, contact your employer so an admin user can look into resetting 2FA for you.

No access to 2FA device

If you don't have access to receive your 6-digit code (provided by your authenticator app, text or call), you can log in using your recovery code.

If you've lost your recovery code, use your recovery method to reset 2FA. Alternatively, contact your employer so an admin user can look into resetting 2FA for you.

Not receiving 2FA code

Allow up to 10 minutes for the code to arrive and check your phone signal to make sure you can receive text messages. After waiting, click Resend code and wait for another text.

If the issue persists, you can log in using your recovery code.

If you've lost your recovery code, use your recovery method to reset 2FA. Alternatively, contact your employer so an admin user can look into resetting 2FA for you.

Something else

If you have a different login issue related to 2FA. Visit our 2FA collection in the Sage HR knowledgebase.

Ultimately, your company's Sage HR admin can look into resetting your 2FA so you can set up 2FA again from scratch.

No

Continue to the Common login errors section.

Common login errors

Do you have one of the following login errors or issues?

If you don't have one of these specific errors or issues, follow the general troubleshooting steps below.

General troubleshooting

If you can't log in to the Sage HR web portal, this can be because of one of the following reasons:

  • You haven't set up your access from your welcome email
    ​

  • Your employer added you with a different email address
    ​

  • You're entering an incorrect password
    ​

  • Your employer doesn't user Sage HR - They might use a different Sage service such as Sage Employee Online Services, or none at all
    ​

  • An admin has terminated or deleted your profile
    ​

  • An admin has disabled your access to log in
    ​

  • You need to clear your Internet browser's cookies and cache folder

To resolve your login issue, you need to establish which reason is the cause. Run through the checks below.

1 - Can you log in on a different internet browser?

Your login issue could be down to your Internet browser. Try a different browser, for example, use Chrome instead of Edge.

Works on another browser

If it works fine on another browser, clearing your browser's cookies and cache could resolve the issue on your original browser. Alternatively, use the other browser from now on.

Still can't log in

If you still can't log in on another browser, move on to the next check.

2 - Checks to make with your employer

Only your employer can confirm some potential causes of your login issue as it requires admin access to settings.

Make the following checks with your employer. Click them for more details.

Does your company use Sage HR?

It's possible your employer doesn't use Sage HR, which is why you can't log in. Your employer can confirm whether they use Sage HR.

They may inform you that they use Sage Employee Online Services instead.

📎NOTE: The URL for Sage Employee Online Services.

Do you need a new welcome email?

You can only log in once you've created a Sage account login, specifically from your welcome email. Your employer can check whether they need to resend you a welcome email to do this.

Are you using the right email address?

You can only log in if you enter the exact email address that appears in your Sage HR profile.

Show your employer the email address you're trying to log in with. They can check whether this matches the email address in your Sage HR profile.

📌TIP: If your employer set you up with the wrong email address, inform your employer. They can change this for you and send you a new welcome email.

Has your login access been disabled?

There's a setting that an admin user can enable to prevent another user from being able to log in. Your employer can check whether someone has enabled this setting.

Has your profile been terminated?

Your employer can check if you have a terminated profile. This makes you appear as an ex-employee in their Sage HR company.

This might be intentional because you've left the company, or this may have happened accidentally. Your employer can undo this.

Has your profile been deleted?

Your employer can check if your profile has been deleted.

Once you've confirmed each of the checks above with your employer, if you still can't log in, move on to the next check.

3 - Reset your password

Check whether you're entering the correct password. If you can't think of anything else it could be, you can reset your password.

The steps to reset your password differ depending on whether your company uses Sage HR logins or Sage account logins.

📌TIP: Not sure if you use a Sage account or Sage HR login?

After resetting your password, try to log in with your new password.

📎NOTE: Haven't received a reset password email? This can be because you never created one in the first place from your welcome email. You need your employer to confirm whether they need to resend a welcome email to you.

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

4 - Log in an alternative way

Try to log in to Sage HR in a different way:

  • Log in via the general Sage HR login page - sage.hr/signin

  • Log in via your company's Sage HR URL. The link in your welcome email or payslip notification automatically redirects you to this, for example, smithcoffeeshop.sagehr/signin

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

5 - Check your company's workspace

When you log in on the Sage HR app, if you need to enter a workspace, entering it incorrectly can cause a login error.

Mobile app login screen showing the Workspace field.

Your workspace is the bit before sage.hr on your company's unique Sage HR URL.

Don't know what your workspace is?

You can check yourself what your company's Sage HR URL and workspace is. Alternatively, contact your employer to confirm what your company's workspace is.

Once you've confirmed your company's workspace, try to log in with that correct domain when asked for it on the Sage HR app.

Still can't log in?

If you've made these checks, and still can't log in, contact your employer. They can look into this for you and only they have access to contact Sage technical support if required.

Related guides

Queries this guide answer

  • 'I can’t log in to my account'

  • 'I can't access my payslips'

  • 'Never registered for a password

  • Doesn't recognise my login details'

  • 'Can’t sign in'

  • 'Trying to access Sage'

  • 'Can't access my account'

  • 'Cannot log in to my account'

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