- Contact & Support
- Online servicing FAQs
Online servicing
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For quick online registration, click on the ‘register’ button found in the top right-hand corner on every page of our website.
We’ll ask you to confirm some plan details and verify your email address. This will allow you to set your own username and password.
We’ll also ask you to set some additional security. You will be asked to set up 3 security questions and you can choose to set a recovery mobile number. Your account will then be set up and you can log in straight away.
Or just call us on 0345 606 0098. You will need to have your plan number, which you can find in your annual statement or in most letters we’ve sent you. We’ll do our security checks over the phone and send you the verification email to set up your login details. Call charges will vary. -
Suspended account – if you have exceeded your maximum login attempts, your account will be suspended for 30 minutes. To regain access to your account, you can either wait for 30 minutes or complete our forgotten password process.
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Please call us on 0345 606 0098 (+44 131 245 6367) to cancel your access to online servicing. Call charges will vary.
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Protecting your data is a top priority for Standard Life. To do this we use a multi-layered approach to protect customers, staff and business information. This is known as defence in depth and consists of multiple technical controls, business processes and staff training. Information security policies and procedures are the foundation of our security, these are augmented with technical best practices to protect your data at all times.
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We recommend performing a 'forced reload’ which gets you the most up-to-date version of the webpage.
If using Chrome, Firefox or Edge
ctrl + F5 (if on a Windows machine) Command + R (if on a Mac)
If using Safari
Option + CMD + E
Or you could try:
- Logging in on a different device
- Using incognito/private browsing mode
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We recommend that you copy the link in the email and paste it directly into the browser. You should see that under the 'Verify email' button there are instructions and a URL that can be copied and pasted into your browser.
Or you could try copying and pasting the link:
- On a different device
- Using incognito/private browsing mode
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For security reasons, we only permit one email address per account.
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There are two common reasons that your username or password may not be working.
- Check you’ve entered your username and password correctly
Be conscious of spelling including capitals, spacing, numerals and special characters.
Alternatively, you can retrieve your online login details by going to ‘I’ve forgotten my login details.’ By following the instructions on the screen you’ll be able to retrieve your username and/or reset your password.
If you have exceeded your maximum login attempts, your account will be suspended for 30 minutes. To regain access to your account, you can either wait for 30 minutes or go to the login page and click on ‘I’ve forgotten my login details.’
- You’ve not logged in for 24 months or more - for security reasons, we’ve suspended your access to online services. You can easily re-register for online services by visiting standardlife.co.uk/online
Registration and login
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It's an extra layer of security for your account. As well as your username and password, you'll soon need a verification code each time you log in. We'll send this to your mobile number, making it much harder for someone to log in pretending to be you. If you don't have access to a mobile, we'll send this to your email address.
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You'll be guided through the process when we switch it on. For now, you just need to check that your mobile number and email address are up to date. You can do this by logging in and choosing Your details from the menu, then Security settings.
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Yes, we're bringing in this extra security step for all customers. You'll have the option to trust a device so you only need to verify every 30 days, or to log in with face or fingerprint ID on our app.
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You'll need to call us to reset verification. This is so we can check it's really you.
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Our technology only works with UK or Ireland mobile numbers. If you don't have one, we'll use email verification to keep your account secure.
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Go to your Profile, then Login settings. If your device supports face or fingerprint ID, you'll see an option to turn it on.
You can download the app if you don't have it already. You'll have the option to set up face or fingerprint ID when you first log in.
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No, not just yet - in the future we'll ask for a verification code if you log in with your username and password. We'll be in touch once this is enabled.
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No, if you log in from work you can continue to do this in your usual way. Two-step verification is only enabled when you log in with a username and password to the Standard Life website.
Two-step verification
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It’s really important that we have your up-to-date contact details so we can get in touch to provide you with important information and let you know about any changes to your plan(s). If you are registered for our online servicing you can update this easily. Just log in, select a plan and click on 'Change My...'. If you aren't registered yet for online servicing you can do so by visiting our register page and clicking on the "start registration" button. Alternatively, you can contact us to change your personal details.
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Only active accounts appear on the Account List. If you have an account which you think should be displayed, but isn't, contact the relevant Customer Centre.
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We have created some 'how to' videos to help you with using our online services.
If you have any difficulty using the site, call us on 0345 606 0098. We will be happy to assist you. Call charges will vary.
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Log in to online services with your username and password. Click on the ‘Mailbox’ tab and you will be able to view documents. You have the option of saving these to your own PC.
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Please contact us on 0345 606 0098. Call charges will vary.
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We've created a short video to show you how to combine your pension plans
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We've created a short video to show you how to change your investments
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We've created a short video to show you how to change your selected retirement date
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We've created a short video to show you how to make a top up payment
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We've created a short video to show you how to go paperless
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We've created a short video to show you how to send a secure message