Support with my online account

My activation key is not working

• Check you are on the ‘Complete Registration’ page of My Pension.
• The activation key is case sensitive, so you will need to enter it exactly how it appears in your letter.
• If you have input your activation key incorrectly more than three times, your account will become locked, and you will need to request a new activation key. To do this, go back to step 1 to register again. Doing this will immediately invalidate the first activation key. You will need to wait until you receive the second activation key before trying again to complete your registration.
• If you have started the registration process again by mistake, instead of completing your registration, any activation key you have already received will be invalidated. You will need to wait until you receive the next activation key before trying again to complete your registration.

Do I need to wait for an activation key in the post, or can you send an activation link to my email address? 

An activation email link can only be issued if the email address you try to register with matches the email address we hold on our records. If it matches, you will receive an email with an activation link. The link is only valid for 24 hours for security reasons. You should check your junk or spam folder if you can’t find it in your inbox. If your email address does not match, you may receive a 'validation error' message on the screen. If you do not know the email address we hold on record, or you do not have access to it, please give our Customer Services team a call on 0161 301 7000. They will remove the email address from your record, and you can restart the registration process. They cannot add a new email address for security reasons so you will receive your activation key in the post. The letter should arrive within seven working days. Once you have received it, you can complete your registration.

We recommend not using a work email address, as you may have to change this in the future.

I share an email address with someone who also has a pension with GMPF. Can we both use the same email address to register for My Pension?

For security reasons, each person’s online account must have a different email address. Therefore, if you do not already have another email address you can use, you will need to set one up and then request an activation key. We will send you a letter by post that will include your activation key and the next steps to complete the online registration process.

We recommend not using a work email address, as you may have to change this in the future.

I want to register but I don’t think you have my current address?

If you have recently moved to a new house, and are currently paying into your pension, please change your address with your employer who will then inform us. If your benefits are on hold or you are retired, please call our Customer Services team to update your address before requesting an activation key.

If you have already requested an activation key and think it might be sent to the wrong address, please call our Customer Services team as soon as possible to inform them.

I have joined GMPF recently but can’t access my online My Pension account

We may not yet have received the notification from your employer to tell us you have joined. We will write to you as soon as we receive this, and our letter will include details of how to register for your online account. If you do not hear from us, you should contact your employer to check they have sent the notification to us.

I am receiving a validation error

A validation error will show on the screen if you enter an incorrect email address or password.. Check you have input the correct email address and password. If you auto filled the details, try typing them in instead. Otherwise, try resetting your password.  You can follow the instructions below for ‘I have forgotten my password’ to do this. Resetting your password will unlock your account. Your password must contain a minimum of eight characters, with a least one capital letter and one number. It shouldn’t contain any special characters.

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 online account. We will then send you a link by email that you can use to reset your password. The link is only valid for 24 hours for security reasons. 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 shouldn’t contain any special characters.

I have forgotten the answers to my security questions

You can reset your security questions by entering your email 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 only valid for 24 hours for security reasons. 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 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, and I am now locked out

If you have given the wrong answer to the security question three times, your account will lock. 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.

I have changed my email address - can I still log into my account?

Yes, providing you’ve not locked your account. You should use your old email address to log into your online account and then 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. You will then continue to receive any emails from us about your My Pension account. We recommend that you always use a personal email address and not a work email.

You can use the My Pension calculator to generate estimates of your GMPF benefits at your chosen pension date. Whether you want to retire at your normal pension age or earlier, the calculator will provide you with these figures. 

If you are a contributing member, the pay figure shown at the top of the calculator should be your current annual pay or be near to it. If these figures are very different, then the pension estimate produced by the calculator will not be accurate. In this case, check with your employer, as they will have provided GMPF with the pay figures shown. 

The pension amount quoted is the amount of pension we would pay to you each year. We pay pensions monthly, so if you divide the amount shown by twelve, you can calculate how much you will receive each month. 

You may also be entitled to a standard one-off tax-free lump sum, depending on when you joined GMPF, and you can increase this by exchanging some of your pension for more lump sum. If not, you can choose to create a lump sum by exchanging some of your pension. These are choices you will need to make when you decide to retire. We will pay any lump sum due when you start to draw your pension. 

There are limits to the amount of lump sum we can pay. If you scroll below the calculator, you can view the maximum amount of lump sum you can take using the sliding scale.

If you have more than one pension account with us, you can use the drop down 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 retire. You can find these in the My Documents tile under 'Letters from GMPF'.

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

You can use your online account 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 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, type in the information and click save. You can then upload your completed form to your online account.

Log into your online account to do this, and from the My Documents tile select ‘Document Upload’.

Then select ‘Browse’ 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. 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 corner next to your status.

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

Apple device

Android device

PC

I can’t download or upload my completed form. Can I just print it off and post it back to you instead?

Yes of course. But feel free to call us first to see if we can help you, as we may be able to give you some advice on how to overcome any IT issues you are having.

If you are over 18 and receiving a children's pension you can register for your online account. 

If you are a parent or guardian of a child under 18, you can register online to access details of your child’s pension. Access to My Pension will enable you to view documents relating to your child’s pension, such as monthly payslips and annual P60 notifications. You can also change your address and bank account details using your online account. 

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

Your child will be able to see the bank details of the account into which we are paying their pension if they register with us directly and only they will be able to amend them once they have turned 18.