my pension online

The pension portal will tell you which email address it is sending the email to. Make sure you are checking the correct address. Please also check your junk folder. 

We will need to update your email address. To do that you will need to contact us by using our online contact form and provide your personal details so we can confirm it is you. Please include your National Insurance number, date of birth, full name, and address. Let us know the correct email you wish to use and then we will be able to add that to your pension record. 

Once that is done, you will need to start the sign-up process from the beginning. 

SMS Verification allows us to send a One-Time Passcode (OTP) to your phone via text message when you log in. This extra layer of security helps us to keep your account safe and ensure only you are accessing your information.  

To add a mobile number for your contact details or for the SMS multifactor authentication you will need to insert the country code in before adding in the number. If you do not add the country code, my pension online will automatically think it is a UK based number and will add the +44 before the telephone number. 

If your number is based outside the UK, you will need to add the code first (for example if it were a Spanish mobile, you would need to start the number with +34).

You can click the ‘Resend’  button to send another One-Time Passcode (OTP). If this does not work after 3 attempts, please contact us.  

If you live outside of the UK, we may not be able to use your number to verify your identity. Please get in touch with us if you live outside of the UK and do not receive your text message. 

Electronic Identification Verification (EIDV) allows members to easily confirm their identity when registering for my pension online. This is done by scanning a passport or driving licence and taking a live image of the member's face.

Members will require a physical copy of their valid passport or driving license - photos will not be accepted. The name and date of birth (DOB) must be the same as the information we hold on record. 

A phone with a camera is also required to take a live image of your face to verify this against your ID. 

Some of the most common reasons EIDV can fail; 

• The ID used was not valid
• Member has exited the screen before completing verification
• Documents captured by the application could not be read (For example the image is blurry, taken in poor lighting or contains glare)
• The Name and/or DOB provided does not match our records 

You can either try to verify your ID again, or alternatively request an Activation Key through the post by selecting the option at the bottom of the 'Confirm your identity' page. 

If you do not wish to use EIDV, you can request an Activation Key to be posted by selecting the option at the bottom of the 'Confirm your identity' page when creating your account.