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I haven't received a password reset email - Sage HR for payslips
I haven't received a password reset email - Sage HR for payslips

What to do if you try to change password for Sage HR Online Services but your password reset email doesn't arrive in your inbox (UK only).

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

If you're unable to reset your password because your reset password email doesn't come through, this can be because of the following:

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

  • You're not entering the correct email address

  • The reset email is in your junk/spam folder

  • Your email security is blocking the reset email

  • You're trying to reset your password from the wrong page

There are some checks you can make, but keep in mind that your employer may need to contact Sage support to resolve this issue for you.

📎NOTE: If you're an admin user trying to resolve this issue on behalf of an employee, please run through the checks in the Admin user version of this guide.


Check your junk/spam folder

It could be that your email provider has put the reset email into your junk or spam folder. Please check if it is there.

Also, ensure that your email security has the email address [email protected] included on your safe senders list too.


Check you're resetting from the correct page

To reset your password, you must ensure you're clicking Forgot password? from the Sage ID login page shown in the screenshot below. This appears when you enter the correct email address when you first log in.

📎NOTE: If you are clicking Forgot your password? on the pages shown in the screenshots below, you will not receive a reset email, as these links only work for Sage HR users that don't use online payslips.

View screenshots


Make sure you've set up your access to Sage HR

You won't be able to reset your password if you haven't set up your access from your welcome email, and logged in before. If you haven't, and you need to be resent a welcome email, your employer can resend this for you.

📎NOTE: Even if you're receiving payslip notification emails, this doesn't mean you have set up your access from your welcome email to log in.

Have you set up your access from your welcome email?

Click your answer below.

No I haven't

If you never set up your access from a welcome email, whether that was because you never got one or it expired, please contact your employer. They can resend you a new welcome invite.

If you haven't done this yet, either because you never received a welcome email or it expired, please contact your employer. Only they can send or resend a welcome email to you.

Yes I have

If you think you have set up your access already, 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.

I'm not sure

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.


Confirm your email address with your employer

You should check what email address your employer set you up with to confirm you are requesting the reset password email is going to the correct email.

Please confirm that they have not set you up with a different email address or that the email address is spelled incorrectly and has no typos.


Issue still persisting?

If you have made these checks, and there are no issues, please contact your employer who can either delete and re-add you into Sage HR by following the steps in the change email address guide, or for them to contact Sage support directly to look into the issue further.


Queries this guide answers

Below are some common questions and searches which are answered by this guide.

  • 'I can't reset my password'

  • 'I'm not able to change my password'

  • 'I'm not getting my password reset email'

  • 'I can't change my password'

  • 'Password reset doesn't come through'

  • 'Don't get password reset email'

  • 'Unable to reset my password

  • 'Forgot my password and didn't receive an email to reset it'

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