Make the following checks to resolve why your employee doesn't have a welcome email.

Check junk or spam folder

Ask your employee to check their junk or spam folders.

Check email security

Check that your employee's email security doesn't block the following email addresses: 

• [email protected] 

Check that the employee's email address matches with their profile

Check you've entered the correct email address when you set up the employee for Sage HR Online Services. It could be that the email address you entered has a mistake, or they're expecting the welcome email to a different email address. If it is wrong you can change their email address.

Resend the welcome email

If the email address is correct, you can resend a welcome email to the employee. This is handy to do also if their welcome email has expired.

Further troubleshooting

After ensuring that you have done all the checks above, if your employee still doesn't receive a welcome email follow the steps below.

Terminate the employees profile

1. In Sage HR, go to the employee's profile.
2. On the Employee tab scroll down, then click Terminate.
3. Complete the termination window, then click Terminate again.

Delete the terminated employee

1. Log in to Sage HR as an administrator, then on the main menu, click Reports.
2. Click Employee data, then click Terminated employees.
3. Click the garbage bin icon next to the employee you want to delete.
4. Confirm whether you want to delete them by clicking, Yes, go ahead.

Re-add employee by manually adding the employee

If the employee still hasn't a received a welcome email after re-adding them via Sage 50 Payroll, follow these steps:

1. Repeat terminating and deleting the employee.
2. Then manually add the employee in Sage HR.
   
   Make sure Send welcome email is selected.
   
   
   
   Once added manually, as long as the email addresses match, your employee's profile will link to their record in Sage 50 Payroll when their payslips are uploaded.