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Frequently Asked Questions (FAQs)

I’m trying to register but my details have not been recognised
Please double-check that the details you are entering are correct, as these will need to match what we hold in your pension record. You will need to ensure you select the correct pension fund. If you continue to have difficulties, please contact us.

I have forgotten my login details, can I reset them?
You can reset your username and password by clicking on the 'Forgotten User Details' feature.

My login details are not being recognised

  • - Although your username is not case sensitive, your password is, please ensure you are entering the capital letter(s) correctly.
  • - Please type your user details in manually instead of relying on the ‘auto-fill’ feature on your browser.
  • - We would recommend entering your one-time code manually instead of copying and pasting this into the field.
  • - If your webpage has been idle for a period of time, please refresh this by clicking on the refresh button or clicking the ‘Home’ button.
  • I have not received my one-time code/forgotten login details?
    If you have not received this within 10 minutes, please check your spam/junk emails as the code may have been placed there.

    Some email addresses seem to experience problems with one-time codes. Let us know if you would like to add an alternative email address to your account.

    I need to change my email address on my account, how can I do this?
    If you still have access to the email address registered to your account, you can login and update your email address via the ‘Personal Details’ section. If you no longer have access to this email, please contact us and we can update this for you.

    My account has been blocked; how do I get access?
    The account will block when you enter your login details incorrectly more than three times. Your account is automatically unblocked after a few hours, so please try again later (be aware that you may need to follow the forgotten login details FAQ - above).

    If you are confident that your login details are correct, but you are still unable to login, please try the following:

    • - Fully close your current web browser and open a new web browser before trying again.
    • - Login on a different web browser completely (i.e., Microsoft Edge, Firefox).
    • - Clear your web browsers cache/cookies (if you can).
    • - Shut down and restart the device (leaving it off for at least 10 minutes) before trying again.
    • - Use a different device or computer altogether (if you have one available).
    • The recommended browsers are listed below:

      • - Microsoft
      • - Mozilla Firefox
      • - Google Chrome
      • - Apple Safari
      • If you need to contact us:

        • Email: [email protected]
        • Phone: 01962 845588 (Monday to Friday 09:00 to 16:30)
        • Our phone line are closed on weekends and public holidays.

        Please ensure you include your National Insurance Number and Date of Birth on any correspondence to us.