Pensions online service help and support
Our online service has been designed to be simple to use but if you're having problems or would like to ask a question, we've got plenty of support available.
Problems registering
If you’re having problems registering with the online service the easiest way to get in touch with us is to use our Pensions general enquiries form.
If you prefer you can call our sales team who’ll be happy to help.
Phone
0345 608 0162
Open Monday to Friday 9am–5pm
Adviser password resets
You can reset your password quickly and simply by using the Password reset online form (opens in a new window).
Enter your email address and we’ll send you an email with a link that’ll take you to a secure webpage.
You’ll then be able to request your unique 6 digit verification code that will be sent to your mobile phone via SMS – this way we know it’s you. Enter your new password and that’s it – you’re done.
If you’re still having problems resetting your password please call our sales team who’ll be happy to help.
Phone
0345 608 0162
Open Monday to Friday 9am–5pm
Problems with Unipass
For new users, you can register your certificate during the registration process. If you are an existing user, it is simple to register your certificate. Just enter your user name and password, then click the Unipass Login button. This will lead you through the process automatically.
Frequently asked questions
We've collated the most common questions we're asked about our online service to help solve any problems or queries you might have.
What's different about the new personal pensions online service?
From June 2023 all new individual pensions applications made via our online service will benefit from our new online experience.
Managing your clients' plans online has never been easier:
- Easy to navigate system, with an intuitive design and fresh look and feel
- Quick and easy instant online quotes and applications
- Easy to understand illustrations
- An enhanced new business tracker with real time updates, and proactive task and email alerts
- Full visibility of your client's plan with easy access to client support material and communications.
Learn more about our new online experience or speak to your usual Royal London contact for more information.
What browsers do you support?
We support Internet Explorer, Chrome and Firefox on Windows PCs.
What training and support is available?
Please contact your usual Royal London representative.
What back office systems do you link with?
We currently link to the following systems. We are also developing links with other systems. Please speak to your usual Royal London contact for more information.
- IRESS (X-Plan)
- IRESS (Adviser Office)
- Intelliflo (Intelliflo Office)
- Dynamic Planner
- SSP
- True Potential
- Moneyinfo
- Praemium (Plum Software)
- 2plan (Figure Out)
- BestPractice (Creative Technologies)
- JCS
- Assyst Software
- Synaptic (Quay Software)
View our back office guide for further information.
I'm having problems downloading documents
Please check that all 3rd party pop-up blocker software is set to allow pop-ups from our website.
Can I restrict my clients' access?
You can set different levels of access for scheme members. Please call our Web Support team on 0345 605 0050 to discuss the options. Please note that access can't be tailored for individual policyholders.
I can't find a client plan
The plan may be held against a different agency number. Please use the agency selection tool.
What contracts are covered?
| Contracts | Online functionality |
|---|---|
| Crest |
|
| Talisman GPP |
|
| Talisman GPS |
Versions 1 to 4
Versions 5 and 6
|
| Retirement Solutions |
Versions 1 to 4
|
| Pension Portfolio & individual pensions |
|
| Talisman Personal Pension |
|