'My Pension Online' frequently asked questions

In October 2024 we introduced a new and improved My Pension Online. If you have not accessed your account since this date, you will need to create a new account. Follow the steps below, or read through our guide for instructions on how to do this.

New to 'My Pension Online'? Follow the steps below to get logged in!

To register, visit My Pension Online. On the login screen, select the ‘Create an account’ button.
Follow the steps and enter the required information into each field. It will ask you to:

- Confirm your details and National Insurance Number (make sure there are no gaps in your NI Number)

- Verify your email address*

- Create a new secure password

- Enter your mobile phone number to set up SMS verification (For more information on this, please read our news post.)

4. Read the consent message and click ‘Accept and Login’.

*We strongly recommend you use a personal email address as this will ensure we can still contact you if your circumstances change. If you are using a work email address, once logged in to your account, please find the ‘Details and settings’ section on your dashboard homepage, and select the blue ‘Update my details’ button. Then click ‘Manage my personal details’. Here, you can change your email address to a personal one.

If you have any problems logging in, please contact us using our online contact form.

Explore the dashboard:

Familiarise yourself with the new layout and features.

Check out the main sections like personal details, and document upload.
Update your details like address or marital status.
Update your beneficiaries.

What is my password?

Please ensure that your password is meeting the correct criteria: It must contain 8 characters including an upper and lower case character, a number and a symbol. If you've forgotten your password, please click the 'Forgotten your password?' link below the submit button.

I haven't received a one-time passcode

In May 2026, we introduced a new SMS verification feature to improve safety and security for your My Pension Online account.

This additional level of security sends a unique one-time passcode to your mobile phone by text message each time you log in. This replaces the one-time passcode traditionally sent to your email address, making logging in to your account faster and more secure.

If you;

do not have a mobile phone that can receive text messages;
are using your account overseas; or
experience any issues during the SMS process,

then please contact the helpdesk.

If you are registering using a BT internet email address, due to BT’s firewall settings ,your one-time passcodes / registration link may take longer to come through. These may also end up in your junk/ spam folder.

How do I verify my identity?

Click the ‘My Pension Online’ button on the homepage.
Select ‘Create an account’.
Read the information, select ‘I understand this website uses my personal data’.
Confirm your details (you will need your National Insurance number). Click ‘submit’.
If the email address we hold for you is correct, select ‘send registration link’. An email will be sent to your inbox. Please check your junk/spam folder. Once received click on the link to set up your account. Please go to Step 9 to complete the registration.
If we don’t hold an email address or if it’s incorrect or not accessible, select ‘verify my identity’. Using your smartphone camera, scan the QR code on the screen where you will be taken to a secure webpage to begin the process.
Take a photo of your ID document (passport or driving licence) followed by a live picture of you to verify your identity. If your identity verification fails, please confirm your details again.
Once completed, return to the ‘Confirm your identity webpage and click ‘continue’.
Then follow the screens as your account is made. We recommend that you use a personal email address so we can keep in touch with you should your circumstances change.
You will need to provide your mobile number which will be securely stored and only used to send you one-time passcodes. A code will be sent to your phone which you will need to then enter on screen.
Once logged in please visit the personal details area of your dashboard to check all details are correct. If you experience issues at any point and are unable to verify your identity, you can request an activation code which, will be posted to your home address.

Why have I got more than one benefit statement?

This will be because you have more than one job. For example, if you're a teaching assistant and a lunchtime support assistant and pay into the pension scheme for both posts, you'll have a statement for each post.

I don't understand my benefits statement

Every year we write guidance notes to help you read and understand your annual benefit statement. You can find these notes on the Annual benefit statements section on 'My Pension Online'. Alternatively, visit the Annual benefit statements webpage under Related pages.

If you have any other issues, please email or use our contact form and we'll be happy to help.

Where are my other pension records?

If you have multiple pension records relating to other employments once you login to 'My Pension Online' and enter specific areas, you will be asked which record you want to look at.

How do I calculate what my pension will be at a specific retirement date in the future?

Active members

If you are an active member, once you have logged in to My Pension Online, please follow the below steps:

1. Select 'calculate my benefits'

2. Select 'retirement calculator'

3. If you have more than one employment, you can click on the drop down beneath 'What pension are you calculating?'.

4. You can then enter the date you would like to retire and click 'calculate my results' for an estimate. 5. The system will then list your 'maximum annual pension' option and your 'maximum lump sum option'.

Deferred members

Once logged into My Pension Online please follow the below steps:

1. Underneath the 'benefit calculators' tile, please click ‘calculate my benefits’

2. Select ‘deferred pension payment’

3. If you have multiple deferred records, you'll need to select the pension you wish to calculate, then the date you wish to retire.

4. Click ‘calculate my results’.

5. The figures shown below show your standard pension benefits, as well as your maximum lump sum options.

If you would like to apply to bring your deferred pension into payment early, you'll need to complete an application form payment of benefits form, giving us at least 3 months notice.

When using the benefit calculator, why is my pension lower if I choose to retire earlier than my normal retirement age?

Your pension will be reduced for early payment, as we’re paying the pension to you for longer. Visit the page on early retirements to view the reductions table. If you retire due to ill health or redundancy, your benefits are paid unreduced.

I am thinking about leaving my job and retiring. What are the next steps?

Once you've handed in your notice at work, your employer sends us a 'leavers form' (they won’t be able to give us the leavers form until your final salary/wage payment has been made and this can sometimes be after you’ve left). We check the figures on the leavers form and work out your pension benefits. A retirement pack is posted to you with your benefit options and forms to complete. When we receive your forms we’ll process your benefits and confirm payment dates in a letter.

If you'd like to read more about the different types of retirement, take a look at our 'Thinking of retiring' guide on the forms and guides page.

My marital status is recorded incorrectly on my statement. How do I correct this?

To update your marital status, we'll need to see a copy of the relevant document. You can upload a copy using the document upload function on My Pension Online. Once your document has been uploaded, a member of the pensions team will amend this accordingly.

If you've previously informed us of your change in marital status, and notice that it has reverted back, this may be because you've not updated this with your employer. As we receive details from them on a monthly basis, please also check your employer has up-to-date information.