I'm having trouble registering for or signing in to Online Service. What should I do?
If you can’t remember your old sign in details, or they don’t work:
Your details are case sensitive, so double check if you used upper or lower case when you first set them up. If you’re still having trouble, request a registration PIN Link opens in a new window. You’ll need your VIR number, which you can find on any statements or letters we sent you about your investments and pensions in 2023 or earlier.
If you’ve requested a registration PIN but haven’t got it yet:
We’ll post your registration PIN to the address we have on your account. If you’ve moved house, give us a call on 03455 28 88 88 and we’ll update your details. You should receive your registration PIN within 5 working days. If you haven’t got it within that time, you’ll need to request a replacement registration PIN Link opens in a new window
If you get your registration PIN but it doesn’t work:
It’s important that you use your registration PIN as soon as you can, as it’ll expire 14 days after we’ve issued it. If you haven’t used it within 14 days, you’ll need to request a replacement PIN Link opens in a new window
If you don’t know your VIR number:
You should be able to find your VIR number on any statements or letters we sent you about your investments and pensions in 2023 or earlier. If you can’t find it, give us a call on 03455 28 88 88.
If you live overseas, you're the guardian for a junior pension, or you’re having other problems signing in, give us a call on 03455 28 88 88. We’ll be happy to help.