Before an employee can log in to your company in Sage HR, they need to set up their access from their welcome email. If they aren't receiving their welcome email this can be due to the following reasons:
You've entered their email address incorrectly, for example, there's a typo
You've used the employee's alternate email address, for example, they're checking their personal email address instead of their work email address
It's in the employee's junk folder
The employee's email security is blocking the welcome email
To resolve why your employee doesn't have a welcome email, make the following checks.
Check their email address
Check you've entered the correct email address when you set up the employee for Sage HR. It could be that the email address you entered has a typo, or they're expecting the welcome email to a different email address.
📌TIP: Copy the email address recorded in the employee's Sage HR profile, then send a test email from e.g. Outlook, to see if the employee receives anything. If they do get your email, that means the email address is correct.
The email address is incorrect
If the email address is wrong or they want it to be their other email address, follow the steps in Change an employee's email address.
Employee checking the wrong inbox
If the employee is checking the wrong inbox, get them to check the correct one. If the welcome email is still not there, check their junk folder again, and then complete the rest of the troubleshooting steps outlined below.
The email address is correct
If the email address is definitely correct, move on to the next check.
Go to Sage HR login page
Direct the employee to your company's Sage HR URL.
For example, https://coffeeshop.sage.hr/signin
Your employee may see a page that prompts them to create a Sage account, which is what the welcome email also does.
If the employee is prompted to enter a password, get them to use the forgotten password option.
Check employee's junk or spam folder
Ask your employee to check their junk or spam folder. If it's there, but it's now expired, you can resend them a new welcome invite.
Employee to check their email security
Ask the employee to check their email security doesn't block the email addresses:
Employee still doesn't receive welcome email
If you've done all the checks above, but the employee still doesn't receive a welcome email, terminate and delete the employee, then re-add them.
Remove the employee
Re-add the employee
Now the employee has been deleted re-add the employee to see if that sends the welcome email.
Make sure you select Send welcome email when adding the employee.
This sends a welcome email to the employee from [email protected]. Check with your employee whether they've received it.
📎NOTE: If the employee still doesn't receive their welcome email after you remove them and re-add them, then it is their email security blocking the welcome emails.
Either resolve their email security or request that they provide you with an alternative email address for you to use for their Sage HR profile.