Employer  >  Online service  >  Frequently asked questions

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.

Please select a question from the list below to view the answer:

I've forgotten my username

Please contact our Web Support Team who will get you back online.


I've forgotten my password

Please contact our Web Support Team who will get you back online.


What browsers do you support?

We currently support Internet Explorer.


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What training and support is available?

Please contact our Web Support Team if you need any training or support and we will be happy to help.


I'm having problems downloading documents

Please check that all pop-up blocker software is set to allow pop-ups from our website.


Who do I contact with a query on my scheme?

Please enter your scheme number on the contact us page and the appropriate details will be provided.


What security do you use to keep data secure?

Usernames and passwords
The data stored within our online service is private to each user and may only be accessed on successful entry of a username and password. As long as these details are kept confidential, nobody else will be able to access your account.

Encryption
When you connect to and sign in to our online service you will be using 128-bit Secure Sockets Layer (SSL) encryption. SSL is the technology that lies behind the yellow padlock that is displayed in the bottom right corner of Internet browsers. The use of SSL encryption means that no one can intercept and see the information being transferred between our customers and our online service.

Digital certificates
We use Verisign Class 3 digital certificates on our online service. This means that our electronic identity and authority have been independently verified. When you connect to one of our secure sites your web browser uses the Verisign digital certificate to set up the SSL encrypted communications with our site. You can view our Verisign certificate information by double clicking the yellow padlock in the bottom right corner of your browser.

Firewalls
We use firewalls to restrict access to the servers that host our websites. We also make use of Intrusion Detection and Intrusion Prevention Systems (IDS and IPS respectively) – these systems constantly monitor our systems for malicious or unwanted activity and can react to block or prevent those activities.


How do I notify you that an employee has left the pension scheme?

Please refer to the employee leaving page.


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How do I re-commence payments for an employee that doesn't appear on the schedule anymore?

When processing your monthly schedule select 'add paid up members' from the options below the schedule and continue (see image below).
Tick the reinstate box next to the employee you need to re-commence payments for then continue. The employee will now appear on the schedule.

employer_add-paid-up-member



How do I register to use your online service?

New Schemes
For new schemes, login details will be provided by your Implementation Manager.

Existing schemes
Please contact our Web Support Team who will setup an account for you and provide login details.


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Online service

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Online service will be unavailable on Saturday 23rd August to allow essential maintenance. It will be available as normal on Sunday morning. We apologise for any inconvenience this may cause.

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