Member Self-Service (MSS)

Frequently asked questions about using your MSS account.

In this section:

• About Member Self Service (MSS)
• Activating your Member Self Service Account
• How to log on
• Help using Member Self Service

Help using Member Self Service

We want to make sure we can fully support members to use the Member Self Service (MSS) website and so we have put together these troubleshooting tips.

I can’t create an account

Please see our guidance on creating your MSS account. If you are still having trouble, please contact us and we will be able to support you.

I have changed my email address

If you have changed your email address from the one you registered with, you will still need to log in to MSS using your old email address, as that’s your username. Once you have logged into MSS, go to ‘Details and settings’, select ‘Your personal details’, and then scroll to ‘Login email’. Once you have amended your email address, that will become your new username to log in to your MSS account.

If you are an active employee, please make sure your employer/payroll has the most up to date information too, as we receive electronic updates from them on a monthly basis. Those electronic files will update the information in our pensions system automatically, so if they hold incorrect information, the monthly update may overwrite the changes you have made.

I need to update my personal details

To update your personal details using MSS, click the ‘Contact us’ link at the bottom of your dashboard and select the ‘Update my details’ query type. We will send you an online form to complete through your MSS account.

You may need to upload supporting documents as part of this form as evidence for the change, such as a clear photograph or scan of a certificate or form of ID.

I don’t agree to the use of my personal data for MSS

You won’t be able to use MSS if you don’t agree to the use of your personal data, as we can’t provide the service to you without it. If you create an account and subsequently change your mind, you can still withdraw your consent at any time. Once you are logged in to MSS, go to ‘Details and settings’, select ‘Your personal details’, and then scroll to ‘Delete account’.