If you have two employee records with the same email address and upload payslips to Sage HR Online Services, the following message appears:

'EMPLOYEE NAME has a duplicate email address of EMAIL ADDRESS. This record requires attention.'

This occurs if an employee leaves your business but you re-employ them and create a employee new record with the same email address as the original record. You are unable to upload payslips using this email address because it is registered to their previous employee record in Online Services.

The simplest way to resolve this is by using a different email address for the employee's new record. However if you must use the same email address, below we also provide you the steps you need to take to be use it.


Use different email address

The easiest way to resolve this is to use a different email address for their record in Sage 50cloud Payroll and in your Online Services Settings via Step 4 - Manage your employees.

Make sure it is correct and has no typos. When you next upload their payslip their new profile will be created in Sage HR Online Services with that email address, or link with the profile if you manually created one for them in Sage HR Online Services first.

📎NOTE Make your employee aware that they must use this email address and not their previous email address to log in to Sage HR Online Services.


Create new employee record using the same email address

If you must use the same email address for the rehired employee, you must do the following:

Step 1 - Delete previously terminated profile in Sage HR Online Services

⚠️CAUTION: This will delete all previous HR information for the old profile. You may want to export relevant information before you do this via the Reports section in Sage HR.

  1. Logged into Sage HR Online Services as an administrator, on the main menu, click Reports.

  2. Click Employee data, then click Terminated employees.

    This provides a list of employees you have terminated in Sage HR Online Services.

  3. Click the rubbish bin icon next to the employee you want to delete.

    📎NOTE: If the employee is not listed this is because you have either not terminated them yet, or you have already deleted them.

4. Confirm whether you want to delete them by clicking, Yes, go ahead.

The employee record is now deleted in Sage HR Online Services.


📎NOTE: If you use Sage HR Online Services Version 1 you must also submit an employee deletion request to Sage Customer Services. Go to form >

📌TIP: If you are unsure if you are using version 1 or 2 of Sage HR Online Services - Click here >


Step 2 - Edit emails in old and new employee record in Sage 50cloud Payroll

  1. Log in to Sage 50cloud Payroll.

  2. Open up employee record - you may need to click Criteria and deselect Current Year Leavers or Historical Leavers for the old employee record to appear on your list.

  3. In the employee record, click the Analysis tab, then under Online Services deselect the tick box, and delete the email address.

  4. Click Save, then open up the new record for this employee.

  5. Click the Analysis tab, then under Online Services select the tick box and enter their email address, then click Save.

Step 3 - Upload payslips to create profile in Sage HR Online Services

📎NOTE: If you use Sage HR Online Services version 1, and had to request Sage to delete your employee in the background, please wait for confirmation this has been done before you upload payslips.

The next time you upload the employee's payslip their new profile is created in Sage HR Online Services.

Alternatively it will link with their profiles if you manually created one for them in Sage HR Online Services first.

📌TIP: For steps on how to upload payslips - Read more >

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