A few things can stop an employee signing in to the Sage HR mobile app. These checks help you see if the issue is with the app or the account.
Common reasons for login issues
An admin terminated or deleted the employee profile
The email address doesn’t match the Sage HR profile
The employee didn’t set up access from the welcome email
The employee entered an incorrect password
The employee entered an incorrect workspace
An admin disabled access- An admin disabled Self Service on the employee profile
1 - Check web portal access
Ask the employee to sign in at sage.hr/signin.
Yes: Continue to the next check
No: Follow the guide Employee can’t log in to the web portal
This confirms whether the issue affects only the mobile app.
2 - Check the workspace
If the employee belongs to more than one Sage HR company, Sage HR asks for a workspace.
The workspace is the part before .sage.hr in your company URL.
Example: https://smithcafe.sage.hr
If the employee enters the wrong workspace, login fails.
If you're unsure what your workspace is, it's easy to check.
3 - Check the email address
Confirm the employee uses the email address shown under Work email in their Sage HR profile.
If the employee can sign in to the web portal with this email, continue.
If login credentials are not working, resend the welcome email from the admin dashboard. Navigate to Reports > Access Logs > Re-send Welcome Email, and select 'Send' next to the employee's email. Use the updated credentials to log in.
4 - Check the password
Ask the employee to enter the password manually. Phones sometimes save an incorrect password.
If the issue continues, ask the employee to reset the password.
5 - Check Self Service is enabled
If the employee’s Self Service is disabled in their profile, they will not be able to log in via the mobile app. Enable Self Service in the employee’s personal settings and try logging in again.
Still not working?
Ask the employee to delete the Sage HR app and reinstall it.If the issue continues, ask the employee to provide a screenshot of the error message for further troubleshooting.