Help with registering

You need to have the following ready:

• your verification code
• your surname, forename and date of birth
• your plan number
• your plan type
• a valid email address
• a preferred password

• your verification code

If you’ve taken out a new plan with us you should have already received a verification code letter. If you haven’t, don’t worry – you can request a new one by clicking here.

Alternatively, if you’re an existing planholder who’s registering for the first time, you’ll need to request a verification code letter.

Once you have your verification code letter you can then register – this will only take a couple of minutes.

• your plan number

Your plan number is a seven-digit number which can be found on any plan documentation we send to you, for example your plan’s yearly statement.

A verification code letter will only specify the last three digits of your plan number for security purposes.

Plans taken out from mid 2002 may show the plan number as ‘UP/0001234567’ on some documentation – when registering, you don’t need to enter the first letters or zeros.

• your plan type

You’ll be asked to select either ‘Pension’ or ‘Bond’ from the dropdown menu.

• a preferred password

You will be asked to choose a password. Here are a couple of things to bear in mind to make sure your password is secure:

• your password must be between 8 and 14 characters long and contain at least one number.
• passwords are case sensitive.
• try not to write your password down and don’t disclose it to anyone.

Don’t worry if you change your mind about what you want your password to be – once you’ve registered, you can change it whenever you want to.

No - you only need to initially register using one of your policies. Once you’re registered and you access our secure services, you’ll see a dropdown list of all your policies with us where you can select the one you want to view. You can also jump between policies using this list at any point while you’re online.

We've listed the common warning messages below and what you can do to fix the problem. If you're still having trouble, please contact our eService helpdesk (details are on the right hand side).

• Access to your scheme has not yet been authorised. Please contact the eService helpdesk on 08456 10 00 01.

This message will be shown when you try to view a plan set up through your employer that only your employer currently has online access to.

If you see this message, we recommend that you tell your employer pension scheme administrator of this. They can then contact us to arrange to have the access updated so you can register to view your plan online.

• Access to this scheme is currently not available. Please contact the eService helpdesk on 08456 10 00 01.

This message will be shown when you try to view a plan set up through your employer that only your employer currently has online access to.

If you see this message, we recommend that you tell your employer pension scheme administrator of this. They can then contact us to arrange to have the access updated so you can register to view your plan online.

• The surname and/or date of birth do not match the policy number entered. Please correct them and try again.

If you see this message, you may have entered either your surname and/or date of birth incorrectly. Please check both these fields and change as required.

If you have entered these correctly, please contact our eService helpdesk (details are on the right hand side).

• Date of birth / Surname has been changed. Please contact the eService helpdesk on 08456 10 00 01.

This message may be shown for planholders who have more than one plan with us and can indicate that personal information held on one of these plans doesn’t match your details.

If you see this, please contact our eService helpdesk (details are on the right hand side). They will check all your plans and arrange for any required updates to be made.

• Sorry, you are not currently able to register on our service for this type of policy. Please contact our eService helpdesk on 08456 10 00 01 for further assistance.

This message will be shown if you try to register but the type of policy you have isn’t viewable online. While you can register and view most of our plans online, there are some older contracts where this isn’t possible.

You can find details of the different types of plans available to view online here.

• The system has encountered a problem. So we can help you complete your request, please call the Helpdesk on 08456 10 00 01 before attempting any further action.

If you see this message, there’s a problem that our eService helpdesk will need to investigate and fix for you. Their contact details are on the right hand side.