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.

Over a short period of time, NOW: Pensions has established itself as a respected and credible player in the UK workplace pensions market attracting thousands of employers and hundreds of thousands of members. Joining the team at such a crucial time… — Jocelyn Blackwell, Founder of Dunnett Shaw and Raising Standards in Pensions Administration
NOW: Pensions is supportive, easy for our employees to understand and uncomplicated in terms of its implementation. Its structured approach removes the complicated investment choices & makes auto-enrolment a straightforward and simple process. — Mark Manaton, Managing Director, Blue Arrow Group
…We pride ourselves on our abilities to make the perfect match for both clients and workers. Our decision to appoint NOW: Pensions came as a result of wanting a quality workplace pension scheme that is structured, simple and easy for us to… — Ian Naylor, Legal Director of Randstad
“We were impressed with the simplicity of its scheme. The ease of implementation was also a big plus for us and has removed much of the administrative headache.” — Neil Tune, HR director at Fitness First
I firmly believe in NOW: Pensions' principle that everyone deserves the right to a better retirement. I look forward to being part of the team which aims to achieve this in the UK. — Win Robbins, former Head of European Fixed Income Barclays Global Investors