I can't log in

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

Oliver Cook avatar
Written by Oliver Cook
Updated over a week ago

Are you trying to log in to the Sage HR website or mobile app?

Mobile app

If you're having issues logging in to the Sage HR mobile app, use our login troubleshooting guide for the app.

Sage HR website

If you're having issues logging in to the Sage HR website, continue with the troubleshooting steps below.


Login errors

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

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


General troubleshooting - Why can't I log in?

If you can't log in to the Sage HR website, it can be because of one of the following reasons:

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

  • You're using an email address that doesn't match your record

  • You're entering an incorrect password

  • The company you're trying to access doesn't use Sage HR - Some users confuse Sage HR with Sage Employee Online Services

  • Your profile has been terminated or deleted by an admin user

  • Your login access has been disabled by an admin user

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

Run through our checks outlined below to establish which reason is the cause. This will help you resolve your login issue.


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

Your login issue could be caused by your Internet browser, try a different browser, for example, Chrome instead of Edge.

Works on another browser

If it works fine on another browser then the issue on your original browser may be resolved by clearing your browser's cookies and cache. 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. Have you logged in before?

You can't log in unless you've set up your access from your welcome email. The easiest way to determine whether this has been done is to confirm whether you've logged in before.

📎NOTE: Even if you receive Sage HR notifications, such as requests to view documents, or that a payslip is ready to view, this doesn't mean your access to log in has been set up.

Have you successfully logged in to this company on Sage HR before using the email address you're entering?

Click your answer below.

I don't know

Check with your employer that you've logged in before. They can see this from within their access log report.

If they tell you that you haven't, they need to resend you a welcome email.

If they tell you that you have logged in before, move on to the next check.

Yes I have

In that case, move on to the next check.

📎NOTE: If you're not 100% sure, please check with your employer that you've logged in before. They can see this from within their access log report. If they tell you that you haven't, they need to resend you a welcome email. If they tell you that you have logged in before, move on to the next section.

No I haven't

Before you log in to your company on Sage HR for the first time, you need to set up your access from your welcome email. When you do this, you log in for the first time.

If you haven't logged in before, this indicates you haven't set up your access from your welcome email.

I don't have a welcome email

If you don't have a welcome email, this could be because your employer has sent you one yet, they've sent one to the wrong email address, it is in your junk folder or your email security is blocking [email protected] or

My welcome email expired

If you do have a welcome email but it's expired you must ask your employer to resend you a new welcome email.

I have set up my access from my welcome email

If you think you have set up your access already, check with your employer that you've logged in before. They can see this from within their access log report.

If they tell you that you haven't, they need to resend you a welcome email.

If you've already set up your access, but can't log in, move on to the next check.


3. Checks to make with your employer

There are some checks you need to make that require confirmation from your employer.

Contact them directly and check all of the following with them:

  • Confirm the email address you are entering matches the one your employer has set you up with

  • Confirm your profile hasn't been terminated by an admin

  • Confirm your profile hasn't been deleted by an admin

  • Confirm that your login access hasn't been disabled by an admin

  • Confirm your company uses Sage HR, not Sage Employee Online Services which is accessed via www.sagepayrollservices.co.uk

📌TIP: If you were set up with the wrong email address inform your employer so they can change this for you.

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.


4. Reset your password

Check whether you are 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 for payslips or not

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

📎NOTE: If you don't receive 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 from their report whether it shows you have logged in before as they may need to resend you a welcome email.

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


5. Log in an alternative way

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

  • Log in via sage.hr/signin

  • Log in via the link provided in your welcome email or payslip notification if you have one e.g. smithcoffeeshop.sagehr/signin

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


6. Check your company's workspace

When you log in on the Sage HR app, if the workspace you enter is wrong when prompted to provide one this can be why you're unable to log in.

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

  • 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.



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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