When you sign in through your company workspace URL, such as cityhotel.sage.hr/signin, you can see this message after entering your email.
Your email address wasn't recognized
This message appears when one of the following applies
The email address doesn’t exist in that Sage HR company
You’re signing in through the wrong Sage HR workspace URL
Someone has terminated or deleted the employee profile
The employee hasn’t created their access using the welcome email
Checks as an employee
Checks as an employee
Set up your access from your welcome email
Before logging in, you must set up your access using the welcome email sent to the email address you’re trying to use.
If you haven’t received a welcome email yet, contact your employer. They can check whether they sent it and whether they used the correct email address.
If you received a welcome email but it has expired, contact your employer to resend it.
📎NOTE: Receiving Sage HR notification emails doesn’t mean you’ve set up your login. You can receive notifications without completing account setup.
Check your email address
The email you use to log in must match the Work email your employer used to set up your profile.
This is the same email that received the welcome email and other notifications, such as payslips.
If you’re not sure which email your employer used, contact them to confirm it.
If the email address is wrong, ask your employer to update it and set you up again with the correct one.
Check that your profile exists
Sage HR won't recognise your email if your profile no longer exists in your employer’s system. This usually happens when an admin terminates or deletes a profile.
Check with your employer to confirm your status:
Terminated profile: Depending on company settings, you can still log in for up to one year after your termination date
Deleted profile: You can’t log in at all
If an admin removed your profile, contact your employer to sort it out. They can add you back or share what you need another way, like sending payslips by email.
Check you're logging into the correct company
If you’re signing in using a company‑specific Sage HR URL, make sure you’re using the correct one. Some companies have more than one workspace, for example cityhotel.sage.hr and cityhotelnewcastle.sage.hr.
Check with your employer to confirm the correct Sage HR URL, or sign in using the main page at sage.hr/signin.
Who to contact?
For help with this issue, contact your employer. Your HR or payroll admin manages your account and is the only one who can speak to Sage support if needed.
While your employer checks the login issue, they can share urgent items like payslips or tax documents directly from payroll.
Checks as an admin user
Checks as an admin user
Before you start the checks below, ask the employee these questions:
What email address are they using to log in?
Are they trying to log in on the mobile app or the website?
If they’re using the website, what Sage HR URL are they using?
Knowing this will confirm which Sage HR company they’re trying to access.
Does the employee exist in your Sage HR company?
The employee can’t log in if:
You haven’t added them to this Sage HR company
You’ve terminated or deleted their profile
📎NOTE: If you manage more than one Sage HR company, check you’re looking at the right one. On the web portal, the company workspace appears in the URL
Is the email address correct?
The employee must enter the same email address shown in the Work email field of their Sage HR profile.
Is the employee signing in to the correct company?
If the workspace (domain) in the URL is wrong, Sage HR won’t recognise the email address.
Share the correct company domain with the employee, or ask them to sign in using the main page at sage.hr/signin.