Online service help and support
Our online service and auto enrolment dashboard is designed to help you manage your workplace pension scheme efficiently and stay on top of your responsibilities. But if you're having problems or would like to ask a question, we have plenty of support available.
Resetting your employer access for online service
You can reset your password quickly and simply using the Password reset online form.
If you have problems resetting your password please call our employer helpline:
- Phone 0370 850 1986
- Open Monday to Friday 8am–6pm
Requesting employer access for online service
If you're in the process of setting up a new scheme, please speak to your Implementation Manager.
If you have an existing scheme, you can use our online form to request a new pension scheme administrator.
Please note that we can only make changes to who has access to your scheme's online information from someone who is either a current registered scheme administrator or a person who holds a relevant position of authority within your organisation for example, an HR director.
Frequently asked questions
We've collated the most common questions we're asked about our online service and auto enrolment dashboard to help solve any problems or queries you might have.
What training and support is available?
For schemes currently being set up with Royal London, your dedicated Implementation manager will help you learn how to run your scheme with one-to-one training sessions.
If you already have a workplace scheme, and you're using our auto enrolment dashboard, we’ve created step by step videos showing you how to complete your scheme's common tasks. We've more help and support available within our Help Centre.
If your question isn't answered there and you need further help you can contact us.
What types of plans are covered?
Our online service is available for our Talisman GPS Group Personal Pension, Retirement Solutions Group Personal Pension, Retirement Solutions Group Stakeholder and Retirement Solutions Company Pension schemes. Find out more about Using our online service.
What browsers do you support?
We support Chrome, Edge, Firefox, Opera and Safari on Windows and Apple products.
I'm having problems downloading documents
Please check that all third party pop-up blocker software is set to allow pop-ups from our website.
Can I restrict my employee access?
You can change your employees access to online service if you need to, but access can't be tailored for individual employees.
If you're currently setting up your scheme, talk to your Implementation Manager.
If you already have a workplace scheme, please call our employer helpline on 0370 850 1986 to discuss the options.
I’m logged in but receiving a 404 error
This can be fixed by clearing your internet browser’s cache and cookies. Check your browser's settings and help documentation to find out how to do this.
Once cleared, open a fresh internet browser window and search for “Royal London Employer login”.
What support is available for my employees’ online service questions?
Your employees may ask you for help getting access to their pension plan online, here’s some useful resources for them:
- The simplest way for employees to get online is to download the Royal London mobile app available through their app store. They’ll need to have their plan details to hand to register.
- Employee guide to online services shows them how to register and log in using an internet browser and how to make simple alterations.
- Help with employee login and registration answers the most common issues and provides contact details for further help.