Is the activation key my password?
The activation key is not your password. You will only receive an activation key if we do not have the email address you are signing up with on record. There is a field to input the activation key when you complete your registration. If we have your email address you will receive a link to complete your activation and will not need a key.
My activation email has expired?
Please use our Contact Us page and we will issue a new link for you.
Can I use the same email address as my partner, who is also signed up to member self-service?
Unfortunately, member self service cannot accept the same email address on two accounts. Please provide an alternative email. We recommend using a personal email address not your work one to avoid any issues when you are absent from work or cease employment.
Authentication failed /Member cannot be verified when I sign up even though my details are correct?
The completed sign up form must match what we hold on our system. Please use our Contact Us page to check this.
When I set up my username and password, I cannot get a password that will work?
The password must be at least 6 characters in length and include one number, one upper case letter, one lower case letter, and one special character (for example!).
I don’t understand what new response 1 and new response 2 are when completing my security questions for registration?
Response 1 is asking you to enter the answer to your security question and response 2 is asking you to repeat this answer.
I have more than one pension but can only see one
You should see a triangle at the end of your name and employer on the dashboard. This acts as a drop-down menu and will allow you to view any other pensions.
How do I upload documents to Member Self Service?
To upload a document please go to the Documents section after logging on and click on ‘Document Upload’.