Why was my account locked?
As part of our routine security monitoring, some accounts are flagged for review. This can happen, for example, if the details a workplace gives us don’t match the details provided when the online account is set up. We block access to any account that has been flagged until extra security checks are completed.
How can I unlock my account?
We’ve sent a communication to the email or postal address provided by your workplace. It contains a security code that’s unique to you.
To make unlocking your account as easy as possible, we’ve set up a dedicated, automated phone line which you can call any time. This is different from our regular member support number. Please call us on 0115 773 8490 to unlock your account.
When you call, you’ll be asked to use your telephone keypad to enter the following.
- The numbers from your now:pensions account number. You can find your account number in the top-right corner of the communication we sent you. It starts with ‘NP’ (but we only need the numbers after NP).
- The security code also provided in the message.
Please make sure you have these handy.
What if I haven’t had an email or letter?
If you haven’t received anything from us, we’ll need proof of your current address. Please send one of the following documents (dated within the last six months) showing your full name and address.
- Gas bill
- Water bill
- Electricity bill
- Telephone or internet bill
- Bank or building society statement
- Council tax letter
Click this email link saver-support@nowpensions.com and let us know your account’s locked and you’d like a code sent to the address on the document you’re providing. Once we’ve confirmed your identity and address, we’ll send you the code so you can unlock your account.
I haven’t set up my now:pensions account. What should I do?
If you haven’t set up your now:pensions account in now:u yet, please contact us as soon as possible. You can find out how to contact us at nowpensions.com/contact-us. When you contact us, have your now:pensions account number ready. You can find it in the top-right corner of the communication we sent to you about unlocking your online account. Please tell us you’ve received instructions for unlocking your online account, but you haven’t set one up yet. We’ll look into it for you.
