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Error: 'Your email address wasn't recognized'
Error: 'Your email address wasn't recognized'

What to check if you can't log in because your email isn't recognised when.

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

When you try to log in via your company's unique workspace URL, for example,, you are only asked to enter your email address.

When you enter an email address you may get the following message.

Your email address wasn't recognized

If you get this message, this is because of the following:

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

  • You've entered the wrong email address for this company account

  • Your profile no longer exists i.e an admin has terminated and/or deleted you

Please make the following checks

Ensure you've set up your access from your welcome email

Before you can log in, you must have set up your access from your welcome email sent to the email address you're trying to log into.

If you've not received a welcome email yet please contact your employer to check if they've sent you one and that they've used the correct email address for you.

If you have a welcome email but it has expired, contact your employer. They can resend a new welcome email to you.

📎NOTE: Receiving Sage HR notification emails doesn't mean you have set up your access. You can receive these without having set up your login.

Check your email address

Check you're using the correct email address for this company. The email you are using to log in must match exactly what your employer has used to set up your profile.

This is the email address that received the welcome email and any other notifications such as payslips ready to be viewed.

If you aren't sure what email address your employer has set you up with, contact them directly to find out.

If the email address they have used is wrong or needs to be different, let them know so they can set you up again with the correct email.

Check if your profile has been terminated or deleted

The email address might not be recognised because your profile no longer exists in your company's Sage HR account. This happens when an admin has terminated and deleted your profile.

Check with your employer whether you still exist in their company.

  • If your profile has only been terminated, depending on your company's settings, you can only have access to log in to the Sage HR website up to a year after your termination date. Terminated employee can never log in on the Sage HR mobile app

  • If you've been deleted you can't log in at all

If your profile has been terminated or deleted you must leave this with your employer to resolve, whether this is to recreate a profile for you or provide you with what you need in an alternative way.

Who to contact?

If you require further support with this issue you must contact your employer. Your payroll or HR admin has access to manage your account and only they have access to contact Sage technical support directly if required.

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