My Pension - member self-service

Download full instructions (including screen visuals) here.

Watch a video detailing how to register here.

Alternatively please 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) so 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, ensuring 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 be asked to confirm each answer twice.

5. Once all the fields are completed, press submit.

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

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

Detailed instructions including visuals of the screens are available here. 

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

Alternatively, 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 instantly 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 always be lowercase, even if you used a Capital letter in it when you registered.

6. If you are successful, when you go back to the login screen a message in the green banner will confirm that your new security details have been successfully processed.

You can now log in with your username and password.

Helpful tip. If you are having issues signing in to the ‘My Pension’ Portal using a tablet or smartphone, we recommend switching to a laptop or computer.

Detailed instructions including visuals of the screens are available here. 

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

Alternatively, please follow the written instructions below.

1. From the ‘My Pension’ Portal login screen, select the words ‘Forgotten your password?’ and the ‘Forgotten Your Password?’ page will open.

2. On this page, you will be asked to enter your Username that 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 instantly 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. Once you have selected the reset password link from your email, you will be asked to create a new password and confirm your new password.

Then select the Submit button

6. If you are successful, when you go back to the login screen a message in the green banner will confirm that your new security details have been successfully processed.

You can now log in with your username and password.

Helpful tip. If you are having issues signing in to the ‘My Pension’ Portal using a tablet or smartphone, we recommend switching to a laptop or computer.

Is ‘My Pension’ portal free?

The ‘My Pension’ portal is completely free to use.

I have disabled my account, what should I do?

If your account has been disabled, 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

An activation email will only be sent if your email address matches the one held on our records. If this does not match, an activation key will be sent manually 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 assistance.

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

To activate your ‘My Pension’ portal account an email address is required. If you do not have an email account, you will need to create one (Gmail, Hotmail, etc) and return to the registration page. An email account is required to not only register, but to receive updates and to make amendments to your pension account.

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

Once you have received your activation key by email, please select the link and a new window will appear. You will now need to create your pension portal account. You will be required to create yourself a unique username, password and answer some security questions such as your Mother’s Maiden name, Favourite Colour, Favourite food 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. Remember: You must meet the criteria explained previously.

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. This could be down to the setting on your computer/laptop, or if you are using a tablet, the credentials in the link may not be recognised.

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 refrain the link from working correctly. If you are still having trouble with the link, please call us on 0300 200 1034 for further assistance.

Is this website secure as it is asking me for my personal information such as National Insurance number and date of birth?

The ‘My Pension’ portal website is secure, and you will need to answer the above question for security purposes, so please do not be alarmed.

I live overseas and cannot register

If you currently live overseas, you will not be able to register due to the security feature on the portal. Please call our helpdesk and one of our friendly pensions officers can help set you up. Please dial +44 300 200 1027.

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

If you do not pay into the LGPS but pay into the Teacher’s Pension Scheme or Firefighters Pension Scheme, you will not be able to access this portal. This portal is specifically designed for those paying into the LGPS.

The registration link you have provided does not work

If you are using a tablet or a smartphone (including iPad) to register, it may be possible that the link provided will not work due to the special credential it contains. You must use a laptop or a PC to complete the registration process. Once you have completed the registration process and created your account, you can now log in using your tablet and/or Smartphone.