Member Self-Service (MSS)

Frequently asked questions about using your MSS account.

In this section:

Help using Member Self Service

We want to make sure we can fully support members to use the Member Self Service website and so we have put together these troubleshooting tips as Frequently Asked Questions.

I can’t create an account

Please see our guidance on creating your Member Self Service account. If you are an active member, please check whether the name, National Insurance number, date of birth, and postcode you are entering match your employer’s payroll records.

If you are still having trouble, or if you need to update the details we hold before you can register, please contact us and we will be able to support you.

I can’t find the email sent by MSS, or the link isn’t working

The site will tell you which email address it is sending the email to. Please make sure you are checking the correct account. You may also need to check your junk or spam folders. If content is missing, you may need to access the email from a laptop or desktop computer rather than a mobile device.

The emails from MSS will be sent from noreply@mss.pensionssharedservice.org.uk. In order to prevent the emails, or the links in the emails, from being blocked, you may need to add this email address to your contacts or to a ‘safe senders’ whitelist.

I can’t access MSS late at night

MSS offers high availability around the clock, with a short daily maintenance and back-up window between 10.30pm and 1am to ensure optimal performance and security.

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 Member Self Service using your old email address, as that’s your username. Once you have logged into Member Self Service, 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 Member Self Service 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, select the ‘Contact us’ link at the bottom of your dashboard and then the ‘Update my details’ query type.

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

I get an error saying ‘Oops Sorry’ or ‘Sorry we are experiencing a high number of visitors, please try again later

Our system may be receiving updates or closed for maintenance; please bear with us and try again later. If the message persists, please contact us.

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

We use your data to verify your identity and provide secure online access to your pension information. You won’t be able to use Member Self Service 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 Member Self Service, go to ‘Details and settings’, select ‘Your personal details’, and then scroll to ‘Delete account’.