Mobile App: Frequently asked questions

We’ve created some FAQs to help you and your clients with our mobile app.

Accessing the app

Your clients will need to be a Royal London Intermediary pension customer, and registered on our online service.  They’ll also need to have one of the following plans:

Personal pensions

  • Pension Portfolio Plans
  • Executive Pension Plans

Workplace pensions

Retirement solutions plans which include:

  • Group Personal Pension Plans
  • Group Stakeholder Personal Pension Plans
  • Company Pension Plans
  • GPP & SHR Continuation Plans

Any customers within an Income Release Plan who have ever taken a regular income won’t be able to use our mobile app.  Customers with protection plans won’t see these on the app.

We’ve tested our app on a wide range of devices, and we support the following operating systems:

  • iOS 11 and above
  • Android 6 and above

Your clients can check on their phone if their operating system is within this range. If they have an earlier operating system, they’ll need to upgrade it to be able to download the app.

They can download the app onto their device from the App Store (for Apple devices) and Google Play (for Android devices).

The app will then ask them to login using their online service details. If they don't have login details they'll need to create them by visiting online service, then using these details to login to the app. 

This process will be improved in future to allow customers to register within the app. We’ll keep you up to date when this changes.

If they haven’t yet registered on online service, they won’t be able to login. They’ll need to register on our online service first, then log into the app.

If they’ve already registered but it’s been a while since they last logged in, they may need to update their password.

If they’ve entered their login details incorrectly 3 times, an email will be sent to their registered email address asking them to reset their password. 

If they’ve forgotten their password, they can update it using the forgotten password link on online service and in the app.

They’ll need to get in touch with customer services so they can investigate. There may be a reason they can’t access their plan, or we may need to reset their access.

If they’ve ever taken a regular income from their plan, or their plan type doesn’t appear on the list of plans that can use the app, they won’t be able to use it.

If this isn’t the case, they can get in touch with our customer service team who can investigate further.

App features

The app lets your clients view:

  • what their pension savings are worth now
  • their contributions for the last 12 months, including what the tax man puts in and any employer contributions 
  • how their savings are performing
  • any ProfitShare we’ve awarded
  • any charges they’ve paid
  • what their pension savings could be worth when they retire

Yes, the information they see in the app will be the same information they see in online service.

Regular contributions will be displayed shortly after they’ve been paid. Transfer contributions will be displayed as soon as they are received, and added to their plan by our customer services team.

We have their chosen retirement age on our records and the app uses the date and time on their phone to calculate the length of time until their retirement date.

The current version of the app is view only, so they won’t be able to make changes.

Clients in drawdown

If customers have an Income Release Plan and they’ve taken tax-free cash but never had a regular income, they’ll be able to use the app.

If they are taking, or have ever taken, a regular income unfortunately they won’t be able to use the app at present.

There may be some cases where you’ve set up a regular income to pay out your client’s tax-free cash, and then switched it off after it’s been paid out. Unfortunately those clients won’t be able to use the app.

Telling my clients about the app

We’ll email employers that are signed up to our employer newsletter to let them know about the app and provide them with support material if they’d like to tell their employees about it.

We’ll let any advisers with clients that are signed up to receive our employer email know in advance, and you’ll be able to take a look at these support materials on the Pension Matters section of our employer website.

We want to make sure our mobile app helps enrich your client conversations. Currently we aren’t promoting our app directly to individual customers, and will support you to tell your clients about it.

Customers that have a workplace pension plan will be able to find out about the app through the following channels:

  • Pension scheme website and
  • Workplace marketing materials distributed by their employer
  • Our May member newsletter, if they’re signed up to receive this.


Future developments and features

This is the first release of our mobile app and we're currently working on the next developments. We'll keep you up to date as we release new features.

One of our adviser commitments is that we won’t cross-sell or up-sell to their clients. And our mobile app is no exception to this.

This website is intended for financial advisers only and shouldn't be relied upon by any other person. If you are not an adviser please visit

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.