Launch of forgotten password reset facility

6 March 2017
We’ve made improvements to our pension online service login experience.

We’re pleased to let you know that we’re making some improvements to our pension online service login experience to provide you with a forgotten password facility.

So if you ever forget your details, you can get yourself back up and running straight away.

What to expect

From 6 March, when you select the password login option, you’ll be taken to the new login page.  Please then follow these few simple steps to set up the password reset option on your account.

  • Enter your current username and password
  • Complete the security update page entering your email address, a new password and select three security questions
  • We’ll send you a secure email – all you need to do is click the account activation link
  • That’s it!  Log in using your email address (this replaces your old username) and new password. If you ever forget your password simply click the link on the login screen

Unipass users

If you’re a Unipass user, you won’t be affected by this change. You should continue logging in by clicking the ‘Unipass login’ button.

If you have any questions about these changes, please refer to our frequently asked questions or call our adviser support team on 0131 456 7097.

Frequently asked questions

The email address you’re entering has been used to setup another account on our system.  Please use an alternative email address, or contact us if this isn’t possible.

This is sent instantly and you’ll normally receive it within a few seconds. However, depending on connection speeds and internet traffic, it could take longer. If you haven’t received it within a few minutes, please refresh your email.

Please check your spam/junk email folder or check with your email administrator just in case your activation email has been blocked. 

You may have typed in your email address incorrectly.  If you still have the confirmation screen in your browser open, check the email address shown in the message.  If it isn’t correct or you’re unable to check, log in again with your original username and password and repeat the process.

Alternatively, please contact us and we’ll send you the link.

Please log in with your original username and password and complete the account setup process again. This will generate a new activation email.

You can continue to use your Unipass certificate as normal. Just select Unipass login.  The next time you log in with your username and password you’ll be asked to provide the information required to setup the password reset option.



Last updated: 06 Mar 2017

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The Royal London Mutual Insurance Society Limited is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority. The firm is on the Financial Services Register, registration number 117672. It provides life assurance and pensions. Registered in England and Wales number 99064. Registered office: 55 Gracechurch Street, London, EC3V 0RL.