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I can't log in to the Sage HR web portal

Checks to make if you're unable to log in to the Sage HR web portal.

Updated over a week ago

Logging in to the Sage HR mobile app?

If you can’t log in only to the mobile app, use our article, Can't log in to the mobile app.

If you can’t log in to the Sage HR web portal, follow the troubleshooting steps below.

Is your login issue because of an email verification code or 2-factor authentication (2FA)?

Yes

Is the issue with your email verification code or 2FA?

📎NOTE: If you authenticate using the following methods, then you use 2FA:

  • Code provided by an authenticator app

  • Code sent by text

  • Code sent by phone call

If you log in using a code sent to your email address, you use email verification.

Email verification code

Not received my email verification code

If you don’t get a code when you log in, click Resend code at the bottom of the 'Verify your email address' screen. It can take up to 10 minutes to arrive.

If the code still doesn’t arrive, check your junk or spam folder and confirm that your email security doesn’t block donotreply@notify.sage.com.

If the issue continues, contact your employer. They can investigate this with Sage support.

Can't access email with the verification code

If you receive a code at an email address you can’t access, wait until you regain access to that address.

If you don’t want to rely on that email address, ask your employer to change your email address in Sage HR.

You can also ask your employer to enable 2FA. This lets you verify your login using a mobile device instead of email.

Something else

If you have a different login issue related to your Email verification code, contact your employer.

2FA

Authentication code not working

If your authentication code provided by your authenticator app, text or call isn't working, you can log in using your recovery key.

If you've lost your recovery key, use your backup method to reset 2FA.

If you haven't set up a backup method, contact your employer. An admin can reset 2FA so you can set it up again.

No access to 2FA device

You can log in using your recovery key when you don’t have access to your device:

  • To receive a Sage Verify notification

  • To use an authenticator app

  • To receive a code by text or call

If you've lost your recovery key, you'll need to reset 2FA.

Not receiving 2FA code

Allow up to 10 minutes for the code to arrive and check your phone signal to make sure you can receive text messages. After waiting, click Resend code and wait for another text.

If the issue persists, you can log in using your recovery key.

If you've lost your recovery key, you'll need to reset 2FA.

Something else

If you have a different login issue related to 2FA. Visit our 2FA collection in the Sage HR knowledgebase.

Ultimately, your company's Sage HR admin can look into resetting your 2FA so you can set up 2FA again from scratch.

No

Continue to the Common login errors section.

Common login errors

Do you have one of the following login errors or issues?

If you don't have one of these specific errors or issues, follow the general troubleshooting steps below.

General troubleshooting

If you can't log in to the Sage HR web portal, this can be because of one of the following reasons:

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

  • Your employer added you with a different email address
    ​

  • You're entering an incorrect password
    ​

  • Your employer doesn't use Sage HR

    📎NOTE: In the UK, some employers use a different Sage payslips service, such as Sage Employee Online Services.

  • An admin has terminated or deleted your profile
    ​

  • An admin has disabled your access to log in
    ​

  • You need to clear your Internet browser's cookies and cache folder

To resolve your login issue, you need to establish the cause. Run through the checks below.

1 - Can you log in on a different internet browser?

Your login issue could be down to your Internet browser. Try a different browser, for example, use Chrome instead of Edge.

Works on another browser

If it works fine on another browser, clearing your browser's cookies and cache could resolve the issue on your original browser. Alternatively, use the other browser from now on.

Still can't log in

If you still can't log in on another browser, move on to the next check.

2 - Checks to make with your employer

Only your employer can confirm some potential causes of your login issue, as it requires admin access to settings.

Make the following checks with your employer. Click them for more details.

Does your company use Sage HR?

It's possible your employer doesn't use Sage HR, which is why you can't log in. Your employer can confirm whether they use Sage HR or a different service.

Do you need a new welcome email?

You can only log in once you've created a Sage account login. You create this using your welcome email. Your employer can check whether they need to resend you a welcome email to do this.

Are you using the right email address?

You can only log in if you enter the exact email address that appears in your Sage HR profile.

Show your employer the email address you're trying to log in with. They can check whether this matches the email address in your Sage HR profile.

📌TIP: If your employer set you up with the wrong email address, inform your employer. They can change this for you and send you a new welcome email.

Has someone disabled your login access?

There's a setting that an admin user can enable to prevent another user from being able to log in. Your employer can check whether someone has enabled this setting.

Has someone marked you as terminated?

Your employer can check if you have a terminated profile. This makes you appear as an ex-employee in their Sage HR company.

This can be intentional because you've left the company. If it was accidental, your employer can undo this.

Has someone deleted your profile?

Your employer can check if your profile exists at all within their Sage HR company.

Once you've confirmed each of the checks above with your employer, if you still can't log in, move on to the next check.

3 - Reset your password

Check whether you're entering the correct password. If you can't think of anything else it could be, you can reset your password.

After resetting your password, try to log in with your new password.

📎NOTE: Haven't received a reset password email? This can be because you never created one in the first place from your welcome email. You need your employer to confirm whether they need to resend a welcome email to you.

If you still can't log in, move on to the next check.

4 - Log in an alternative way

Try to log in to Sage HR in a different way:

  • Log in via the general Sage HR login page - sage.hr/signin

  • Log in via your company's Sage HR URL. The link in your welcome email or payslip notification automatically redirects you to this, for example, smithcoffeeshop.sagehr/signin

If you still can't log in, move on to the next check.

5 - Check your company's workspace

When you log in on the Sage HR app, if you need to enter a workspace, entering it incorrectly can cause a login error.

Mobile app login screen showing the Workspace field.

Your workspace is the bit before sage.hr on your company's unique Sage HR URL.

Don't know what your workspace is?

You can check yourself what your company's Sage HR URL and workspace is. Alternatively, contact your employer to confirm what your company's workspace is.

Once you know your workspace, enter it when the Sage HR app asks for it.

Still can't log in?

If you’ve checked everything and still can’t log in, get in touch with your employer. They can look into this for you and contact Sage technical support if needed.

Related articles

Queries this guide answers

  • 'I can’t log in to my account'

  • 'I can't access my payslips'

  • 'Never registered for a password

  • Doesn't recognise my login details'

  • 'Can’t sign in'

  • 'Trying to access Sage'

  • 'Can't access my account'

  • 'Can't log in to my account'

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