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

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

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,, when you enter an email address you may get the following message.

Your email address wasn't recognized

This message occurs when:

  • You don't exist in that Sage HR company under that email address

    • You could be logging in via the wrong Sage HR workspace URL, or your profile has been terminated/deleted

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

Below are checks you need to make as the user getting the error message, or as an admin user troubleshooting on behalf of an employee getting this error message.

Checks as an employee

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. They can check if they've sent you one and whether 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 you a new welcome email.

📎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

The email address 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 your profile exists

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.

Check you're logging into the correct company

If you're logging in via a Sage HR company URL, for example,, it could be you're meant to log in via a different URL. For example,

Check with your employer what the correct Sage HR company URL is, or log in via the general Sage HR sign in page -

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.

Whilst your employer looks into your login issue, if you urgently require access to payslips or other tax documents, your employer can provide these to you directly from their payroll software.

Checks as an admin user

Before you run through the checks below, find out the following details from your employee.

  • What email address are they entering when they log in?

  • Are they logging in on the mobile app or the web browser portal?

    • If the web portal, find out the URL they're logging in at - This can help clarify which Sage HR company they're trying to log in to

Does the employee exist in your Sage HR company?

The employee can't log in if:

  • You haven't added them to this company

  • You've terminated or deleted them

📎NOTE: If you have multiple Sage HR companies, make sure you check the company they are trying to access. You should see the company domain (workspace) in the URL if the employee is trying to log in to the web portal.

Is the email address correct?

If the employee does exist in your Sage HR company, the email address they enter must be exactly the same as the Work email in their profile.

Is the employee trying to log into the correct company?

If the domain (workspace) in the URL is wrong, then this can be why the email address isn't recognised.

Provide the employee correct domain or get them to log in via the general Sage HR sign in page -

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