If your reset email does not come through there are some checks you can make, but keep in mind that ultimately your employer may likely need to contact Sage 50cloud Payroll to resolve this issue for you.
Check your junk/spam folder
It could be that your email provider has put the reset email into your junk or span folder. Please check if it is there.
Confirm with employer what email address they set you up with
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 spelt incorrectly and has no typos.
If you have made these checks, and there are no issues, please contact your employer who can either delete and re-upload you into Sage HR Online Services by following the steps in the change email address guide, or for them to contact Sage 50cloud Payroll support directly to look into the issue further.