Help with 'My Pension'

If you are a parent or guardian of a child under 18, you can register online to access details of your child’s pension.

We will write to you shortly before your child reaches 18 to let you know that we will be deactivating your online account. If their pension is due to continue beyond age 18, your child must then register for My Pension directly. We will also send you some forms for your child to complete and return to us if they are continuing in education or training. We will then liaise directly with your child.

I am receiving an error message when trying to log in

Here are some of the reasons why you may be receiving an error message.

• Check you have input the correct email address and password. 

Your password must contain a minimum of eight characters, with a least one capital letter and one number. It should not contain any special characters.

• Have you used auto fill?

If you auto filled the details, try typing them in instead. Auto fill can sometimes add extra spaces.

• Is your account locked?

If you insert the wrong password or security answer three times, you will be locked out of your account. Resetting your password will unlock your account. You can follow the instructions below for ‘I have forgotten my password’ to do this.

• Do you have a frozen refund with GMPF?

My Pension is not currently available for members with frozen refunds.

• Has the member died?

You will be unable to access the My Pension account of a member who has died.

I have forgotten my password

You can reset your password by clicking on the Forgotten your password? link. You need to enter the email address linked to your My Pension account. We will then send you a link by email that you can use to reset your password. The link is valid for 24 hours. You should check your junk or spam folder if you can’t find it in your inbox. If you do not manage to reset your password within 24 hours of receiving the link, you will need to follow the same process to request another link. Your password must contain a minimum of eight characters, with a least one capital letter and one number. It should not contain any special characters.

I have forgotten the answers to my security questions 

You can reset your security questions by entering your email address and password on the login page. You will then see the security questions page. Click on the link Forgotten your response? Fill in your details and click submit. You will receive an email with a link that will allow you to reset your security questions and responses. The link is valid for 24 hours. You should check your junk or spam folder if you cannot find it in your inbox. If you do not manage to reset your security questions within 24 hours of receiving the link, you will need to follow the same process to request another link.

I have entered the wrong answer to my security question

If you have given the wrong answer to the security question three times, you will be locked out of your account. To unlock your account, you will first need to reset your password. You can do this by following the instructions above. Once you have unlocked your account you will then need to follow the instructions for resetting your security questions.

Log in to your My Pension account as normal and visit the 'Change my contact details' section under 'My details' to amend your email address. Changing this will change your username for your online account to your new email address. A confirmation email will be sent to your new email address.  We recommend that you always use a personal email address and not a work email.

If you do not have access to your old email account and you are locked out of My Pension, please contact our Customer Services team.

If you are currently contributing to your pension, please update your address with your employer as soon as possible as they send us your details each month, with your contributions.

Log in to your My Pension account as normal and visit the 'Change my contact details' section under 'My details' to amend your address. Follow the instructions on the page to make sure your address is updated correctly.

If your postcode can not be identified with postcode look up, for example, if your house is a new build, please contact our Customer Services team to update your address.

If you live overseas, please tick the box to show you are an overseas member and leave the postcode field blank.

The ‘Life cover’ section on your My Pension homepage will show you the option to either ‘View my Nominees’ or ‘Nominate someone’.

If you have already nominated someone, ‘View my nominees’ will show the details of your nominees, the date they were last updated, and give the option to amend your nominees.

To update your nominees, follow the instructions, making sure you add your nominees to the correct section, depending on whether they are a spouse or civil partner, a child, or another beneficiary, and press ‘submit’. If you wish to nominate a cohabiting partner, please enter their details under ‘Other Beneficiaries’.

If you are making multiple nominations, make sure the percentage split adds up to exactly 100 per cent. For example, if you are splitting it equally between three people, one will need to be slightly more than the others to equal 100 (eg 33.33, 33.33, and 33.34), otherwise you will not be able to submit your nominees as it will error. You can have up to nine beneficiaries listed.

If you wish to tell us additional information about your nomination that would help us make the decision about who should receive your death grant, please go to the Contact Us page in My Pension and select ‘Additional information about my nomination’ from the dropdown list.

You can read more about how lump sum death grants work on our webpage ‘What death benefits we pay’.

Log in to your My Pension account as normal and visit the 'View/change my bank details' section under 'My details' to amend your bank account details. Click on ‘Change my bank details’ and follow the instructions.

If you are receiving more than one pension you will need to update your bank details on each record.

Please allow seven working days for your account details to be updated.

If you are changing your bank to a non-UK bank you will need to complete a bank mandate form. To request a bank mandate form for the correct country, please contact our Customer Services team. Visit our ‘Tell us you have move abroad’ webpage for more information about having your pension paid into a non-UK bank.

If you have more than one pension account with us, you can click on the arrow in the upper right of your My Pension homepage (next to your 'Status') to view your other records.

The My Documents tile on your My Pension homepage will show your annual benefit statements if you are a contributing member or have benefits on hold, and your P60 and payslips if you are a pensioner.

We will also add letters here, for example, when you first join GMPF or when you retire. You can find these in the My Documents tile under 'Letters from GMPF'.

We will notify you by email when we add new documents to your account.

If you are receiving a pension from us, the My Pension tile on your My Pension homepage will show you the option to view your ‘P60 End of Year certificates’, or to ‘View payslip’.

When you select ‘P60 End of Year Certificates’ a summary of your most recent P60 will appear on the screen. You can click ‘Download your P60 document here’ if you need to print a copy. You can also select a previous year from the ‘P60 certificates’ list if you want to view a summary or download a copy.

When you select ‘View payslip’ your year to date information will show, along with a summary of your most recent payslip. You can click ‘Download your pay advice document’ if you need to print a full copy of your payslip, or ‘Print payslip’ if you want to print the summary. You can also select a previous pay period from the ‘Periods’ list if you want to view a summary or download a copy of an older payslip.

You will receive an email each year when your P60 is available, which is always around the time of your April pay date. We will not email you when a new payslip is added to your My Pension account, but these are available each month.

You can use My Pension to complete and upload forms and other documents rather than sending them through the post.

We may ask you to complete and upload a form, for example, when you first join GMPF or when you retire. We will tell you in the letter which form you need to complete. You can click on the link to the form given in your letter or go to the ’Publications and Forms’ tile on your My Pension homepage and click ‘Forms’. You can find all forms in this section.

Our forms are pdf documents. Pdf documents can be opened in your internet browser, but to complete and save your form we recommend using a pdf reader. If you do not already have a pdf reader, we recommend using Adobe reader which you can download for free.

To complete the form, first save it to your computer or device. Then open it in a pdf reader, fill in the form, and click save. You can then upload your completed form to My Pension.

Log into My Pension to do this, and from the My Documents tile select ‘Document Upload’, then select ‘Select files to upload’ to find your completed form and select it.

Choose the document type from the ‘Category’ field drop down box. Check the form’s name if you are unsure what type of document you are uploading, as this should give you an indication. However, if you are retiring and are uploading your retirement form, choose the case number instead of a category. You can check the case number by using the link in ‘Your Requests’.

When you click ‘Upload’, a message will appear in a green banner to tell you that you have successfully submitted the document.

You can use the same method to send us any other documents you need to provide, such as copies of certificates or proof of address.

If you have more than one pension account, make sure you upload your documents to the correct account. You can move between your pension accounts using the arrow in the top right corner next to your status.

Please see the videos below for further guidance on how to upload a document to your online account.

If you are having problems completing any of this, feel free to print the form and post it to us at the address at the bottom of this webpage.

Uploading files using an Apple device

Uploading files using an Android device

Uploading files using a personal computer

The figures in your annual benefits statements and on the pension calculator in My Pension are based on your actual pay details and will be accurate in most cases. However, there are some circumstances where this is not the case, and we will need to adjust the figures at retirement. For example, the pension calculator will not include any additional pension you might be buying as part of an additional pension contributions contract. As such, please use the figures for illustrative purposes only.

We recommend speaking to your employer or calling our Customer Services team and asking for confirmation of your actual benefits before deciding to claim your pension. If you are currently paying in to your GMPF pension, you can visit our ‘When and how can you retire from employment’ webpage for more information. If your pension benefits are currently on hold, you can visit our ‘When and how can you access your benefits on hold’ webpage for more information.