When you try to log in via your company's unique workspace URL, for example, cityhotel.sage.hr/signin, 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've entered the wrong email address for this company account.

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

  • You've been terminated and/or deleted


Check your email address

Check you are using the correct email address for this company. This is the email address that received the welcome email and any other notifications about payslips being ready to view.

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


Make sure you have set up your access from your welcome email

Before you can log in, you must have set up your access from your 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.

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


Check if you've been terminated or deleted

The email address might not be recognized because your profile has been terminated and deleted. Check with your employer whether you still exist in their company.

If you've been terminated, you only have access to log in up to a year depending on your company's settings.

If you've been deleted you can longer log in.


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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