FAQs

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 login straight away.

Or just call us on 0345 606 0098 - Monday to Friday between 09:00 and 17:00. 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.

Calls may be monitored and / or recorded to protect both you and us and help with our training. Call charges will vary.

Our additional security will allow you to get back online quickly, easily and securely in the future if you ever forget your login details.

If you have set up a recovery mobile number we will send you an SMS with a 6 digit code by default. If not, we will ask you to answer one of your pre-set security questions.

You should keep this information up to date and if you ever need to make any changes you can visit the ‘Security Settings’ tab within the ‘My Details’ section of our secure online servicing.

You will never be asked your personal security questions over the phone.

To login, click on the ‘login’ button that you will find in the top right-hand corner on every page of our website. We’ll ask you to enter your username and full password.

Remember to keep your login information private and secure.

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.

If you have forgotten any of your online login details, you can retrieve these by going to our login page and clicking on ‘I’ve forgotten my login details.’ By following the instructions on screen you’ll be able to retrieve your username and reset your password.

Or just call us on 0345 606 0098 - Monday to Friday between 09:00 and 17:00. It would be helpful to have your plan number to hand. Calls may be monitored and / or recorded to protect both you and us and help with our training. Call charges will vary.

During our registration process we will ask you for your email address (mandatory) and mobile number (optional).These will be used to verify your identity and set up additional security on your online account.

We will update your customer record with these new contact details. It’s important that we keep an up to date record for you so we can provide you with the best service possible.

We would also like to contact you from time to time with relevant product and service information. Don’t worry, we will only do this if you have given us prior permission. To review your marketing preferences, please login to our online servicing and visit the ‘Marketing Preferences’ tab on the ‘My Details’ section.

We may share personal information with other third party  service providers and other companies within the Standard Life Aberdeen Group, to support the delivery of services.  We reserve the right to disclose the information you provide to us where required to do so by law, or to comply with a regulatory obligation, or assist in an investigation into a complaint or alleged illegal or criminal activity.  Where your information is processed by third parties outside the European Economic Area we will ensure appropriates safeguards are in place to adequately protect it. 

Our online services open in a new window. If this window does not appear, you may need to check any pop-up blocking software you have installed and add our website address to your list of allowed sites.

If your pop-up blocking software is part of a firewall you have installed, please check with the software vendor on how to do this - most will have instructions on their company website. If it is your internet browser that is blocking the new window, you can find information on how to allow pop-ups here:

• Internet Explorer
• Mozilla Firefox
• Google Chrome
• Opera
• Safari

If the window is appearing but you can’t see the information you were expecting, call us on 0345 606 0098.

Calls may be monitored and/or recorded to protect both you and us and help with our training. Call charges will vary.

Please login to Online Servicing and visit the 'My Details' section. You are able to update most of your details in this section.

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.

Please call us on 0345 606 0098 (+44 131 245 6367) to cancel your access to online servicing. Call charges will vary.

You’ll have noticed that we recently started asking you for your full password when you login, rather than just a few characters. We’ve made this change to improve our password storage facility, making your login details less vulnerable if our database is ever compromised. We take your online security seriously at Standard Life and this change is part of our continued commitment to helping you stay safe online.

Log into online services with your username and password. Click on the ‘My document centre’ tab and you will be able to view documents. You have the option of saving these to your own PC.

The email address you provide will only be used by us to:

1. process your application for registration;
2. verify your identity
3. set up security procedures
4. enable you to access and use the site(s) and the services.
5. contact you from time to time with relevant product and service updates, with your permission.

We may share personal information with other third party  service providers and other companies within the Standard Life Aberdeen Group, to support the delivery of services.  We reserve the right to disclose the information you provide to us where required to do so by law, or to comply with a regulatory obligation, or assist in an investigation into a complaint or alleged illegal or criminal activity.  Where your information is processed by third parties outside the European Economic Area we will ensure appropriates safeguards are in place to adequately protect it. 

Be aware that we will never contact you by email in order to ask you for your login, your password or any personal details.

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.

We currently have system restrictions which don’t allow us to open 24 hours a day. However we are very much aware that this can be an issue. Our teams are currently working hard to improve this for our customers.

Please contact us on 0345 606 0098.

Calls may be monitored and/or recorded to protect you and us and help with our training. Call charges will vary.

Staying safe online can be easy and straightforward by applying some simple rules and knowing what the most common fraudster scams are.

We’ve pulled together a few helpful tips to get you started:

We would strongly encourage you to set up a recovery mobile number on your online accounts. At Standard Life, we will use this to help you retrieve/reset forgotten login details quickly and securely.

It’s also important to run the most up to date version of your chosen browser. They will provide you with better protection from online viruses and other threats and usually resolve security vulnerabilities in previous browser versions. The latest browser version will also give you a better online experience by offering you better features and better website compatibility. 

To protect the privacy of your information, it is recommended that you switch off auto-fill (or autocomplete) on your browser. By default most browsers save the information you type into input fields so that the next time you have to enter this information the browser can offer to autofill this for you. While this can be a handy time saver, it can also make your personal, sensitive information vulnerable.   

For more detailed information, visit our staying safe online web page.

We make every effort to keep your information safe. As long as your unique username and password are kept confidential to you, the only people who are able to access your information will be approved agents of Standard Life.

Yes, provided that they have set up their own username/password and have registered to use the service. We recommend logging out of your Standard Life account when you have finished.

We use 256 bit secure socket layer (SSL) encryption product to securely encode and decode the data flowing between your PC and our web server.

We’ll never send out emails to existing customers that ask for security details or other confidential information from you.

During our online registration and forgotten login details process we will send you A verification link to the email address you have registered with. To verify your email address, all you have to do is click the link sent to you in the verification email. This will open up a new, secure internet session covered by our SSL certificate and your address bar will turn green. We will never ask you for personal information after you click this button, but we may ask you to re-enter your plan number.

If you receive an email that looks as if it has been sent from Standard Life requesting your Internet security or other confidential details, please do not respond to this or visit any site which the email may link to. Read our security information to find out what you should do.

Standard Life protects your data being transmitted over the internet by making use of the Secure Socket Layer (SSL) protocol, which is a universal standard on the internet. An SSL session provides protection from interception and tampering of your personal data.

When you access our online service from the website, two processes occur:

An SSL session is negotiated

Your logon details are transferred, however this will not occur unless an SSL session is negotiated successfully.

The key to this process is to note that although the Standard Life home page is delivered in an unsecure manner, no personal details are transferred until an SSL session is negotiated which will ensure the information you provide Standard Life will remain safe and secure.

We also use Extended Validation SSL (Secure Sockets Layer) protocols on many of our secured websites, allowing you to clearly see when you access a secure webpage. When entering a website that is secured with an EV SSL certificate, text within the address bar will turn green offering greater assurance that you are visiting an authentic website.