Mobile App: Frequently asked questions

15 April 2019
We’ve created some FAQs to help you and your employees with our mobile app.

Who can use the app?

Your employees that are part of your workplace pension scheme, and registered on our online service can use the app. 

Any customers within an Income Release Plan who have ever taken a regular income won’t be able to use our mobile app.  Customers with protection plans won’t see these on the app.

What devices does the app work on?

We’ve tested our app on a wide range of devices, and we support the following operating systems:

  • iOS 11 and above
  • Android 6 and above

Your employees can check on their phone if their operating system is within this range. If they have an earlier operating system, they’ll need to upgrade it to be able to download the app.

How do my employees get the app?

They can download the app onto their device from the App Store (for Apple devices) and Google Play (for Android devices).

The app will then ask them to login using their online service details. If they don't have login details they can register using online service. 

Does the app support face and fingerprint recognition (also known as biometrics)?

Yes – the app lets employees that have this feature on their phone log in to the app using their fingerprint or face recognition. This will work across both IOS and Android devices.

Some devices offer face and fingerprint recognition, some only offer fingerprint recognition and some don’t support these features. It will depend on the type of device the employee has.

What happens if their phone doesn’t recognise the face or fingerprint used when they try to log in?

Your employee will then have to use their password to login, but the app will remember their email address.

My employee can’t login to the app. Why is this?

If they haven’t yet registered on online service, they won’t be able to login. They should register first, then login to the app.

If they’ve already registered but it’s been a while since they last logged in, they may need to update their password.

How do my employees reset their password?

If they’ve entered their login details incorrectly 3 times, an email will be sent to their registered email address asking them to reset their password.

If they’ve forgotten their password, they can update it using the forgotten password link on online service and in the app.

How do my employees unlock their online service access if it’s been locked?

They’ll need to get in touch with customer services so they can investigate. There may be a reason they can’t access their plan, or we may need to reset their access.

My employee has logged in but can’t see (one of) their plans. Why is this?

If they’ve ever taken a regular income from their plan, or their plan type doesn’t appear on the list of plans that can use the app, they won’t be able to use it.

If this isn’t the case, they can get in touch with our customer service team who can investigate further.

What does the app do?

The app lets your employees view:

  • what their pension savings are worth now
  • their contributions for the last 12 months, including what the tax man puts in and any employer contributions
  • how their savings are performing
  • any ProfitShare we’ve awarded
  • any charges they’ve paid
  • what their pension savings could be worth when they retire

Is the information my employees see on the app the same as online service?

Yes, the information they see in the app will be the same information they see in online service.

When will my employee’s contributions show on the app?

Regular contributions will be displayed shortly after they’ve been paid. Transfer contributions will be displayed as soon as they are received, and added to their plan by our customer services team.

How does the app know when my employee is due to retire?

We have their chosen retirement age on our records and the app uses the date and time on their phone to calculate the length of time until their retirement date.

Can my employees make changes to their plan on the app?

The current version of the app is view only, so they won’t be able to make changes.




How can I tell my employees about the app

You'll find some support materials on our Pension Matters page that you can use to let your employees know.

Will you be developing new features for the app in the future?

This is the first release of our mobile app and we're currently working on the next developments. We'll keep you up to date as we release new features.

The Royal London Mutual Insurance Society Limited is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority. Registered in England and Wales number 99064. Registered office: 55 Gracechurch Street, London EC3V 0RL.