When trying to reset your password, in a small number of cases you may find you get the following error:
If this happens to you, sorry - the problem with us, not you. This means that for whatever reason we don't have your national insurance number on our records. Because of this, our system can't help you reset your password automatically.
To fix this, we need a valid national insurance number on your account before you can log in. To do this, you can either:
- Complete an online form at the link below. You will be asked to upload proof of your national insurance number (such as a copy of your payslip, P45 or a benefits letter). We will then aim to update your account in 2-3 working days, and let you know when we have done it. You will then be able to reset your login details without further problems
Complete this form to request an update to the National Insurance number on your account
- Phone us on 020 3773 1751. Please have your member number ready, and we will help you to update your account. Please note that we will usually need to ask you to send us a follow-up email with proof of your national insurance number, so this method can sometimes end up being slower.
Thank you for bearing with us - and apologies for the inconvenience.