If your employee has forgotten their Sage account password an option is to reset the password. If their reset email doesn't come through, there are some checks you can make for them.
Check junk/spam folder
It could be that your employee's email security put the reset email into their junk or spam folder. Please ask the employee to check if it is there.
Ensure Sage email address is on safe senders list
Make sure that your employee's email security has the email address [email protected] included on their safe senders list. This avoids the password reset email being blocked.
Check they're entering the correct email address
You should check what email address the employee is entering when trying to reset their password.
If they aren't using the email address you used to set them up, they will not get a password reset email. It must match the email address that is in their Sage HR profile.
Check they're resetting from the correct page
To reset their password, you must ensure they're clicking Forgot password? from the Sage account login page shown in the screenshot below.
If they're clicking Forgot your password? on the pages shown in the screenshot below, they will not receive a reset email. This link is for users who log in with a Sage HR login instead of a Sage account login.
Issue still persisting?
If the employee still can't log in at this point, log in to your company as an admin, then start a chat with Sage HR support.