Help Centre for Payroll bureaux

A guide to PDF communications

If your client doesn’t have email addresses for some or all of their employees then the communications are delivered to a generic business email address, as a PDF, for forwarding on, by them, to their employees within the statutory timescales (6 weeks).

This Help Centre article will guide you through how to amend the email address for PDF communications setup in Gateway. Those employees that have provided email addresses will continue to receive statutory auto enrolment communications direct to their email accounts.


Step 1
Logging in

First, log in to Gateway using your email address and password details.


Step 2
Company selection

In the top right hand side there is a drop down box where you select “Employer Settings” and this will take you to the Company Details. If you are a payroll bureau managing companies on behalf of your clients, you must select the payroll for the company then go to “Employer Settings”. You must first confirm with the employer that they are happy to provide you with the email address at their organisation that they want to use for PDF delivery. You will need to repeat this process for all relevant clients.


Step 3
Enter business email address

Scroll down to “Communication Settings” within the Company Details and edit the “Common mailbox address” and enter the generic business email address your client has chosen to receive the PDF communications and once completed select the tick box. If you are a payroll bureau managing companies on behalf of your clients, you must first confirm with the employer that they are happy to provide you with the email address at their organisation that they want to use for PDF delivery. You will need to repeat this process for all relevant clients. We recommend that your client’s associated inbox is checked daily to ensure that employees’ communications are forwarded on to the relevant employees as soon as possible, and within the statutory timescales.


Step 4
Example of email sent from NOW: Pensions

To view the communications sent for a member go to “Employees” and click on the relevant member. Scroll down to “Communications” and you can select the communication you want to see which has been sent from NOW: Pensions to your client’s generic email address. Each separate PDF communication will be delivered to your clients’ generic email address individually instead of all documents being sent as a batch, making it easier for your client to identify which employee should receive the communication.

There is a need for a member-centric solution designed for ease of use with low costs and cutting edge investment strategy, which delivers long term stable returns. ATP's in-house investment capabilities, combined with our novel and innovative… — Lars Rohde, Governor of the National Bank of Denmark and Former CEO of ATP Group
NOW: Pensions has a good technical infrastructure combined with a pension product suitable for our team. We couldn’t be happier with NOW: Pensions. — Martin Woods, SALT.agency
Our broker recommended NOW: Pensions, as they believed it would be our best option. We have not been disappointed, the NOW: Pensions customer support teams are great and always available. — Bromborough Paint & Building Supplies Ltd
NOW: Pensions was attractive to us because the staff were very helpful and they sent over all the information required. This made the decision easy. — Metro Surveillance Group Ltd
I've known ATP for many years and have enormous respect for the effectiveness of their investment strategy. I'm convinced that NOW: Pensions can become a major player in the UK and look forward to being a part of that success. — Chris Daykin, the former Government Actuary