When logging into Sage HR using a Sage account, after you enter a password, you may see the following error:
Wrong email address or password entered.
This error indicates that either you've entered the wrong email address or the wrong password.
To narrow down the cause and resolve this, make the following checks.
📎NOTE: If you get 'Wrong email address or password entered.' when creating a Sage account, this may be due to your password not being sufficiently complex. Try using a different password that:
Is at least eight characters long
Contains upper and lower case letters
Numbers
Special characters
Doesn't use familiar words
Check that your email address is correct
Make sure you're entering the correct email address. This is the one that received the welcome email sent by your employer, or your notifications are being sent to.
For further confirmation, you may also ask your employer to verify the email address used for your account.
If the email address is definitely correct, move on to the next section.
Have you logged in to this company on Sage HR before?
Yes
In that case, please move on to the next section regarding resetting your password.
No
If you've never logged in before, it is likely you never set up your access from your welcome email. This can be why you can't log in, as a password for your Sage account was never set up. Resetting a password won't work until you've created a password from a welcome email originally.
If you can't find your welcome email or your welcome email links have expired, contact your employer so they can resend you a new one.
If your new welcome email doesn't prompt you to create a new password, please move on to the next section.
Reset your password
If you have logged in before and have set up your access from your welcome email, then this error may indicate that you've entered the wrong password.
Click Forgot Password? and follow the on-screen instructions to be sent an email so you can reset your password.
Be sure to check your spam/junk folder if you don't see the reset email, and confirm your email system isn't blocking donotreply@notify.sage.com.
Once you've reset your password, you should be able to log in.
Error persisting?
Clear your browser's cache and verify that your email provider isn't blocking the reset email sender.
If you continue to have problems trying to log in, please contact your employer. They can look into this for you, and they have access to contact Sage support directly as an admin user on the account.