Member Self-Service (MSS)

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 don’t have an Activation Key

Please do not contact the Pensions Shared Service to request access to the Member Self Service website as we can’t accommodate individual requests yet. We will be rolling out access to the website gradually.

We are currently sending activation keys to new members of the pension scheme. We will be using the feedback we receive from those members to make improvements to the Member Self Service website and to tailor our support guides on these pages.

When we are issuing activation keys on a wider scale, we will update the Member Self Service page. You can visit that page to check whether you should have received one, and what to do if not.

To issue you with an activation key we will need your most up-to-date contact details, so please keep us informed of any changes. If you are an active employee, please make sure your HR/payroll has the most up to date information too, as if they hold incorrect contact details for you this will be automatically updated to our system.

My Activation Key has expired

If you previously received an activation key, but it has expired and you now wish to register for Member Self Service, we’ll need to issue you with another activation key.

Please send an email to pensions@richmondandwandsworth.gov.uk with MSS – Expired Activation Key in the subject line.

Updating my personal details

If any of your personal details need to be corrected, we will require supporting documentation before we can change these. When logged in to Member Self Service you can go to 'Documents' and then 'Document Upload' to provide us with your supporting documentation. Select 'Browse' to locate your document and then select 'Uploaded Certificates’ from the document type category list. Click 'Upload' to send your certificates to us securely.

To let us know that you have submitted your supporting documents, please send an email to pensions@richmondandwandsworth.gov.uk with MSS – Change of Personal Details in the subject line. 

If you are an active employee, please make sure your HR/payroll has the corrected 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 we have made.

I forgot my password

If you can’t remember your password, you can select the ‘Forgotten Password’ link on the log in page. You will be prompted to enter your personal information and then you will be given a hint as to what your password is. This will be the hint that you created during the registration process. If the hint helps, you can go back to the login page and try again.  Remember, your password is case-sensitive.

If the hint doesn’t help and you still can’t remember your password, select the ‘Reset Password’ button. An email with a secure link will be sent to your personal email address.  This link is only valid for 24 hours, so make sure you act straight away before it expires.  The email may be redirected into your junk or spam folder so make sure you check there.

Once you click on the link in the email you will be taken to the Member Self Service website and asked to enter a new password.

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 ‘Your Details’ and then click the green ‘Amend Contact Details’ button. 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.

What’s my username

Your username will be the personal email address you entered during the registration process.

I can’t remember the answer to my security question

If you can’t remember the answer to your security question, you can select the ‘Forgotten Your Response’ link. You will be prompted to enter your personal information and will need to click submit. 

An email with a secure link will be sent to your personal email address. This link is only valid for 24 hours, so make sure you act straight away before it expires. The email may be redirected into your junk or spam folder so make sure you check there.

Once you click on the link in the email you will be taken to the Member Self Service website and will be able to choose two security questions and set answers to these. Remember, your password is case-sensitive.

What if I don’t agree with the consent statement

You won’t be able to use Member Self Service if you don’t agree with the consent statement as we can’t provide the service to you without it. If you give your consent 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 ‘Settings/Configuration’ and then select ‘Consent Withdrawal’.