How to get help with our online pension service

Are you in the right place?

This page is for customers with Personal Menu or Whole of Life plans taken out with Royal London since 2004 or previously Bright Grey.

Our pensions online service is designed to be simple to use but we've got plenty of support available if you're experiencing technical issues.

Help after you've logged in

If you've logged in to our online service you may have noticed an 'i' symbol next to different words. If you need a bit of extra help wherever you see the 'i' symbol simply click on the symbol and a short, helpful explanation will appear.

FAQs: Your plan online

Here you'll find the most common questions we're asked about our online service.

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.

There are 2 common reasons for this-

  1. Please ensure that when registering you are only entering in the numerical digits from your policy/plan number ( i.e. –J/1234567 would be entered 1234567)
  2. Your plan may not have online access. We are currently developing our digital capability and only Pensions with Royal London since 2014 or previously Scottish Life are available to access online. 

Our online service is not currently available for policies taken out with:

  • Crest pension plans and Buyout Bonds (Ex Scottish Life)
  • Refuge Assurance
  • United Friendly
  • Royal London (pre 2004)
  • Royal Liver
  • CIS

If you need to contact us regarding a policy taken out with one of the company’s shown above please check our information page for more contact us details.

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.

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:

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

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.

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:

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:

telephone: 0345 605 0401.

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.

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.

Please check that all pop-up blocker software is set to allow pop-ups from our website.

For personal pensions please call 0345 60 50 050 or email

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

Alderley Park

Congleton Road

Nether Alderley


SK10 4EL.

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.

Digital certificates

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.

In today's digital age, we know that staying safe online is a top priority for our customers. That's why we're dedicated to keeping your personal information protected whenever it's shared with us. Take a look at our Privacy Policy to learn more.

Pensions online service support

Our web support specialists are available from 8.00am to 6.00pm Monday - Thursday and 8.00am to 5.00pm on Friday for any queries you might have about our online pensions service.

Alternatively, if you have a general enquiry such as changing your address or direct debit details, please use our General Enquiry form.