If your employee can't log in to Sage HR or Sage HR Online Services (UK only), this will be because of one of the following reasons:

There are a few different reasons why an employee can't log in to Sage HR Online Services. To find out why follow the steps below.

📎NOTE: If you are the user that can't log in, please use our alternative guide, I can't log in


1. Have you set them up yet in Sage HR?

It is possible that your employee is trying to log in before you've even added them and sent them a welcome email.

Log in to Sage HR and check whether the employee is there. You can look for them in the company directory or search for them.

If they aren't there you need re-add them:

  • Steps for Sage HR Online Services (integrated with Sage 50cloud Payroll - UK only - Read more >

  • Steps for Sage HR - Read more >

📌TIP: Before you re-add them, you may want to check Reports > Employee data > Terminated employees to see if the employee has been terminated. If they have been but shouldn't have, delete them from this list before you re-add them.

If they show as an active employee, move on to the next check.


2. Have they logged in before?

Check to see if the employee has logged in before. You can check this from the Access logs report - Read more >

Employee hasn't logged in before

If they show on this report this means they haven't logged in before. It also means they haven't set up their access from their welcome email, as when they do they will automatically log in for the first time.

You can click Send next to their name to resend their welcome email. Alternatively, you can click Send email to all which sends a welcome email to everyone listed in this report.

Employee has logged in before

If the employee doesn't show on this list, then they have logged in before and must have set up their access from their welcome email.

Please move on to the next check.


3. What email address is the employee using to log in?

Your employee could be using the wrong email address. Confirm with your employee what email address they are entering when they try to log in. It must match email the address you set them up with which is in their profile.

If the employee is using a different email address let them know the correct email address they must use to log in with.

📎NOTE: If the employee wants this to be a different email address:

  • Steps to change email address in Sage HR Online Services (integrated with Sage 50cloud Payroll - UK only) - Read more >

  • Steps to change email address in Sage HR - Read more >

If the employee is using the correct email address, move on to the next check.


4. Has the employee's self-serve access been disabled?

A reason why an employee can't log in is if their self-serve access has been disabled.

  1. Go to their profile.

  2. On the Employee tab scroll down to the bottom.

  3. Click Personal settings.

  4. Make sure Self-service access enabled is selected.


    If it's not selected it, select it and click Save.

Check if they still can't log in.

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


5. Ask employee to reset their password

Your employee could be entering the wrong password. Once you've completed all the checks above, especially confirming the employee is using the correct email address to use, check whether they are entering the correct password. They can reset their password.

After they've reset their password, see if they can now log in.

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


6. Ask employee to log in an alternative way

Request the employee tries to log in to Sage HR Online Services a different way.

  • Try to sign in via sage.hr/signin.

  • Try to sign in via the link provided in their welcome email.

  • If they're trying to log in to the Sage HR app, ask them to try the website version instead.

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


7. Has the employee entered the right company domain?

If the domain in their login page's URL is wrong, or they've entered the wrong domain when asked for it when logging into the Sage HR app, this can be why they can't log in.

Take note of what it says just before .sage.hr as this is what they need to enter into the Sage HR app.


Issue still persisting?

If the employee still can't log in at this point we recommend removing the employee and re-add them.

⚠️CAUTION: Only do this if you've made sure every check above has been done. This is because the following steps require you to have to set up the employee. again

  1. Terminate employee - Read more >

  2. Delete employee - Read more >

  3. Re-add the employee:

    • Steps for Sage HR Online Services (integrated with Sage 50cloud Payroll - UK only - Read more >

    • Steps for Sage HR - Read more >

  4. Ensure the employee sets up their access from their new welcome email.

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