FAQs: Mobile app
Can I use the mobile app?
To use our app you'll need to be a Royal London Intermediary pension customer, and registered on our online service. You’ll also need to have one of the following plans:
- Pension Portfolio plans
- Retirement Solutions Executive Pension Plans
- Retirement Solutions Group Personal Pension plans
- Retirement Solutions Group Stakeholder Personal Pension Plans
- Retirement Solutions Company Pension Plans
- Retirement Solutions GPP & SHR Continuation Plans
If you have one of these plans and you’ve ever taken a regular income, unfortunately you won’t be able to use our mobile app currently.
Is the app secure?
We’ve tested our mobile app extensively to make sure it’s secure, so you can use it with confidence.
The data used is encrypted to ensure privacy, and the app will only use a trusted secure channel for communication with Royal London services. It also automatically logs you out if you’ve not interacted with the app for 5 minutes.
You’ll use your online service login details to access the app, and as long as you keep these details confidential nobody else will be able to access your account. You can read more about our online service security.
I can’t download the app / it doesn’t work on my phone – why is this?
Our mobile app has been tested on a wide range of devices, and we support the following operating systems:
- iOS 11 and above
- Android 6 and above
You can check on your phone if your operating system is within this range. If you’re using an earlier operating system, you’ll need to upgrade it to be able to download the app.
Why can’t I login to see my plan?
You’ll need to register for online service before you can access the app. You can register on our online service page, then log into the app. Just make sure you have your plan number ready when you register – you’ll find this on your annual statement or welcome pack.
If you’ve already registered but it’s been a while since you last logged in, you might need to update your password. You can do this on our customer login page.
I need to reset my password. How do I do this?
If you've entered your name and address incorrectly 3 times an email will be sent to your registered email address asking you to reset your password.
If you’ve forgotten your password, you can update it using the forgotten password link on the online service login page.
My account is locked – how do I unlock it?
There may be a reason we can’t access your plan, or we may need to reset your account for you. If you contact us on 0345 602 1885 we’ll be able to help.
The app won’t show information on Income Release plans where regular income has been taken.
I’ve logged into the app but I can’t see (one of) my plans. Why is this?
If you’ve ever taken a regular income from your plan, or the plan type doesn’t appear on the list of plans that can use the app, you won’t be able to use it unfortunately.
If this isn’t the case, you can get in touch with our customer service team who can investigate this for you.
I’ve taken some tax free cash and don’t have a regular income from my plan, but I can’t use the app. Why is this?
If your tax free cash was provided as a regular income then switched off, you won’t be able to use the app. Speak to your adviser or you can give us a call on 0345 602 1885 if you’d like to check this.
When will my contributions show on the app?
Regular contributions will be displayed shortly after they’ve been paid. Transfer contributions will be displayed as soon as they are received and added to your plan by our Customer services.
How does the app know when I am due to retire?
We have your chosen retirement age on our records and the app uses the date and time on your phone to calculate the length of time until your retirement date.
Does my adviser or employer have access to the app?
Your adviser or employer doesn’t have access to the mobile app, but they’ll be able to see similar information in other ways.
Can I make changes to my plan on the app?
I’ve got other plans with Royal London, can I see these in the app?
You’ll be able to see any plans that our app is compatible with – you can check this list on our mobile app page.
If you have one of our other products that aren’t on this list, currently you won’t be able to see them using the app.