My Pension - member self-service

Download full instructions (including screen visuals)

Watch a video detailing how to register here.

Or, follow the written instructions below.  

To sign up for our online service you must use a computer or laptop rather than a smartphone or tablet.

Please follow these steps.

1. Open this link
2. Enter your Surname, National Insurance number, date of birth and email address. Please use your personal email, not your work email. This will ensure that we can continue to contact you should you leave employment. 

Within 24 hours, you will receive an email from ‘Altair Live’ with an activation link. 

1. Select the activation link in the email. If this does not load, please copy and paste the link into a new browser window.
2. Create a unique username.
3. Create a password. Ensure you use a capital letter, number and special character, e.g. Welcome1! (special characters ! or ? are recommended).
4. Please choose two Security Questions – you will need to confirm each answer twice.
5. Once you complete all the fields, press submit.

The registration process is now complete and you can log into My Pension.

If you need any further support on ‘My Pension’ please call 0300 200 1027.

Download detailed instructions including visuals of the screen. 

You can watch a video of how to reset your username here.

Or, please follow the written instructions below.

1. Click on this link to open 'My Pension'
2. Select the words ‘Forgotten your username?’ on the login page.
3. The ‘Request Username Reminder’ page will open.
4. Please then enter:

Your surname.

Your national insurance number. 

Your date of birth.

Then select the Submit button.

5. Your ‘My Pension’ portal username will be emailed to you from Altair Live. After an hour, if you haven’t received the email, we recommend checking your junk file.  If you still do not receive the email, please contact us on 0300 200 1027.

Helpful tip: Your ‘My Pension’ portal username will be lowercase. Even if you used a Capital letter in it when you registered.

6. When you go back to the login screen a message will appear in the green banner. This will confirm that your new security details have been processed.

You can now log in with your username and password.

Helpful tip: If you are having problems signing in to ‘My Pension’ Portal using a tablet or smartphone, try using a laptop or computer instead.

If you need any further support on ‘My Pension’ please call 0300 200 1027.

Download detailed instructions including visuals of the screens 

Or you can watch this video which describes the process for changing your password.

Or, please follow the written instructions below.

1. From the ‘My Pension’ Portal login screen, select the words ‘Forgotten your password?’. The ‘Forgotten Your Password?’ page will open.
2. Enter the Username you created when registering for the My Pension Portal or your email address.
3. Then select the Submit button.
4. A password reset link will then be emailed to you from Altair Live. After an hour, if you haven’t received the email, we recommend checking your junk file.

If you still do not receive this email, please contact us on 0300 200 1027.

5. You will now have to select the reset password link from the email. You will then need to create a new password and confirm your new password.

Then select the Submit button

6. When you go back to the login screen a message will appear in the green banner. This will confirm that your new security details have been processed.

You can now log in with your username and password.

Helpful tip: If you are having problems signing in to ‘My Pension’ Portal using a tablet or smartphone, try using a laptop or computer instead.

If you need any further support on ‘My Pension’ please call 0300 200 1027.

Is ‘My Pension’ portal free?

‘My Pension’ portal is completely free to use.

I have disabled my account, what should I do?

If you disable your account, this will need to be reset by our technical support team. Please call 0300 200 1027 to arrange.

I have not received an activation email

You will receive an activation email only if your email address matches the one held on our records. If this does not match, the Fund will send an activation key to your desired email address. This usually takes up to 12 hours, but please allow 24 hours. Please call us on 0300 200 1034 for further help.

I do not have an email address, can I still register?

You will need an email address to activate your ‘My Pension’ portal. If you do not have an email account, you will need to create one and return to the registration page. You can then register, receive updates and make amendments to your pension account.

I have received an activation link by email, what should I do now?

Please select the link and a new window will appear. You will now need to create your pension portal account by setting up:

• a unique username,
• password, and
• security questions such as your Mother’s maiden name, favourite colour, etc.

My new password is not recognised, what should I do next?

Your passwords must consist of 8-14 characters, including:

• one uppercase,
• one lowercase,
• one numeric number, and
• a special character.

Please refrain from using the Dollar ($) as the system does not accept this as a special character. If you get a red/orange cross next to each field, they did not meet the criteria. Please re-enter the details or your answer again.

The activation email link does not work and brings me back to the home page, do I have to register again?

It may be possible that the link provided will not work due to the special credential it contains. On a laptop/desktop look at the settings, or if you are using a tablet, the credentials in the link may not be working.

In this case, you will need to copy and paste the link from HTTP to the last character. Please do not copy the last character which will be a full stop (.) as this will also stop the link from working. If you are still having trouble with the link, please call us on 0300 200 1034.

The website asks for personal information such as my National Insurance number and date of birth. Is the website secure?

To help keep the portal secure the above question needs to be answered.

I live overseas and cannot register

If you currently live overseas, you will not be able to register. Please call our helpdesk on 0300 200 1027 and one of the team can help set you up.

I do not pay into the Local Government Pension Scheme (LGPS), can I still register?

No, ‘My Pension’ is only for LGPS members.

The registration link you have provided does not work

If you are using a tablet or a smartphone to register, the link provided may not work. You must use a laptop or a PC to complete the registration process. Once you have registered and created your account, you can now log in using your tablet and/or Smartphone.