How to get help with our online pension service
FAQs: Your plan online
Can I change my details online?
If you need to make changes to your name or your date of birth you must apply for a change of details as these have to be verified by our team. You can do this by filling in our online form.
Lastly, if you have a pension with your employer and you wish to make changes to your direct debit our team can help you with this, please call 0345 605 0050.
For anything else please call our team - we recommend you listen to all the options to ensure you find the best place to help you get to where you need to be. You can reach our team on 0345 605 0050.
If you're part of your employers pension scheme please call the number shown in your policy documentation.
I'm getting an error saying 'your details don't match'
There are a few of reasons why you may get shown this message.
Firstly, please double check that your plan number is correct.
It could be that your plan is not currently available through our online service. You can check if your plan is available through our online service.
Lastly, it could be that some of your details aren't up to date if that is the case you'll need to speak to us. Please call 0345 605 0050.
I cannot see my plan value / ‘error showing- sorry we are unable to produce a plan value online’
Firstly, please rest assured that your funds are safe and the reason for the reduced visibility of the value is likely to be due to one of the following reasons:
- If a recent payment or contribution has been made but the money is in the process of being allocated.
- If you've transferred money into your Royal London pension plan but the money is still in the process of being allocated.
- There could be essential maintenance work taking place, there should be communications to let you know that this is the case.
If you've not moved any money to your Royal London account please do contact our Web Support team on:
I've taken a pension out through my employer but I'm not able to log into the online service
If you've recently joined your employers pension scheme you may receive something from us to let you know we're working on things.
It's only when your first contribution has been paid and you receive your welcome pack (which will include your plan number) that your plan becomes active and you can log in to our online service.
For plans taken out through your employer, please note that if you are attempting to log in to the service using the access code and link you received in your joining pack, this is just to allow you to Opt in or Opt out, provided you are in the time scales given to do so. More information is available in your plan documentation or online at http://yourplan.royallondon.com/
My non UK postcode isn't accepted when I try to register
If your address is outside the UK, please tick the box below the postcode field and then you can manually enter your address details in the fields below.
Please get in touch with our servicing team on 0345 605 0050 if you have any problems.
I've forgotten my username
Your user name will normally be your email address that you registered with us when you set your account up.
If you are still experiencing issues logging in, please contact our Web Support specialists and they'll get you back online. You can also contact us by email and telephone:
I've forgotten my password
If you can't remember your password go to the log in page and select 'Forgotten password?', all you need to do is enter your email address and we'll send you an email to reset you password.
If you're still experiencing issues you can contact our Web Support specialists who'll get you back online. You can also contact us by email and telephone:
What browsers do you support?
Our Online Services platform works on Internet Explorer, Chrome, Edge and Firefox on Windows PCs. Please note that at present it is unsupported on MAC.
Are there any help guides for online service?
Our handy online guide will walk you through the registration process and how to navigate your way around the online platform. The guide will also show you how to find your plan details, values, investments and your recent contributions. If you can’t find what you are looking for in our guide, please contact our Web Support specialists by email or you can call them 0345 605 0401.
I'm having problems downloading documents
Please check that all pop-up blocker software is set to allow pop-ups from our website.
Who do I contact with a query on my plan?
For personal pensions please call 0345 60 50 050 or email email@example.com.
If you've joined your employers pension scheme, please refer to your plan documents to contact the correct team who can help you. Or you can contact us by using our online form. You can also write to us to get in touch:
Royal London House
What security do you use to keep data secure?
Usernames and passwords
The data stored within our online service is private to each user and may only be accessed in successful entry of an email address and password. We also use two step verification to ensure no one else will be able to access your account.
When you connect to and sign in to our online service, you'll be using 128-bit Secure Sockets Layer (SSL) encryption. SSL is the technology that lies behind the yellow padlock that's displayed in the bottom right corner of Internet browsers. The use of SSL encryption means that no one can intercept and see the information being transferred between our customers and our online service.
We use Verisign Class 3 digital certificates on our online service. This means that our electronic identity and authority have been independently verified. When you connect to one of our secure sites, your web browser uses the Verisign digital certificate to set up the SSL encrypted communications with our site. You can view our Verisign certificate information by double clicking the yellow padlock in the bottom right corner of your browser.
We use firewalls to restrict access to the servers that host our websites. We also make use of Intrusion Detection and Intrusion Prevention Systems (IDS and IPS respectively) – these systems constantly monitor our systems for malicious or unwanted activity and can react to block or prevent those activities.
Royal London is committed to protecting and respecting your privacy.