Help using your mypension account

Visit mypension

About mypension

mypension is an online service for members of the Tyne and Wear Pension Fund.

mypension is a secure service where you can view your pension details online and make changes to some types of personal information if you are an active, deferred or pensioner member.

To do this, you will need to register first. The registration process is simple and will only take you a few minutes.

Register / Login

To launch mypension click the button above. You will be directed to the mypension website.

To register, you will need:

• A device capable of connecting to the Internet, preferably a PC or laptop which uses Internet Explorer (we are aware that some members are encountering problems completing their registration, if they are using mobile devices and IOS devices) 
• Your National Insurance Number
• Your date of birth
• Your email address

Benefits of registering 

Once you have registered you will be able to:

• View details of your pension record(s)
• Change your personal, address and contact details 
• View and print your Annual Benefit Statement (for future statements) (Deferred statements available in early July, Active statements available in late August)
• Change your bank details (if you receive a pension from us)
• View and print your monthly payslip and End of Year P60 Certificate (if you receive a pension from us)

If you need to speak to us about your mypension account, please call us on 0191 424 4141 and select option 3.

Once you have registered for mypension and used your one-time activation code, you will have access to the following information:

Membership details

If you have more than one pension record they will all be visible here.

• Membership Details - including the date you joined your employer and Membership ID number
• Location Details - the name of your employer and the Fund that you are a member of
• Scheme Details - shows the date you joined the scheme originally and the Scheme name

Active members

Active members will have access to the following on their mypension account:

• Update Nomination - you can now update your record with a Death Grant Nomination. If we already hold a paper copy this will not be visible on your record but will still apply.
• Run a Pension Estimate - Member Retirement Quote - as an Active Member of the scheme you can run an estimate of the benefits you may receive if you were to retire from the scheme. See Estimating the amount you get.
• View My Folder Documents - You will be able to see any documents (or forms) you have sent to the Pensions Office using your mypension account and also any responses we have sent back to you. Your Annual Benefit Statement will appear here by the end of August each year, however, we will send you an email to tell you as soon as it is available for you to view.
• 50/50 Membership (if applicable) - if you have elected to join the 50/50 section of the scheme you will see the date that this started here
• Additional Benefits held - if you are purchasing Additional years of Membership (Added Years), paying Additional Regular Contributions (ARCs), paying Additional Pension Contributions (APCs), Buying Lost Pension (SCAPCs) or paying Additional Voluntary Contributions (AVCs) this will be shown here
• Post 2014 Pension Benefits - this shows the amount of pension as it builds up year by year in the career average revalued earnings (CARE) scheme (for membership since 1 April 2014)
• Pensionable Earnings - this shows the pensionable earnings at each year end (for pre 2014 earnings as 'Final Salary Earnings', for post 2014 earnings as 'Main Section CARE Earnings' or '50/50 Section CARE Earnings')
• Scheme Service - this shows dates of membership in the scheme, hours worked, service type (eg Full-Time, Part-Time, Strike), Employer name and if the membership counts as pensionable (note: we may not always show any hour changes if you were born on or after 1 April 1963)
• Transferred In Membership - if you have transferred in benefits from another scheme (excluding local government) it will show either as Years and Days transferred in or Earned Pension if the transfer was done under the CARE scheme.

Deferred members

Active members will have access to the following on their mypension account:

• Update Nomination - you can now update your record with a Death Grant Nomination. If we already hold a paper copy this will not be visible on your record but will still apply.
• Run a Pension Estimate - as a Deferred Member of the scheme you can run an estimate of the benefits you may receive if you were to retire from the scheme. See Estimating the amount you get.
• View My Folder Documents - You will be able to see any documents (or forms) you have sent to the Pensions Office using your mypension account and also any responses we have sent back to you. Your Annual Benefit Statement will appear here by the end of August each year, however, we will send you an email to tell you as soon as it is available for you to view.
• Deferred Pension History - shows the annual adjustment to your pension for each year it has been in payment.
• Transferred In Membership - if you have transferred in benefits from another scheme (excluding local government) it will show either as Years and Days transferred in or Earned Pension if the transfer was done under the CARE scheme.
• Request for Payment of Deferred Benefits - if, after running your calculation, you are interested in taking your retirement benefits go to the 'My Options' tab and choose the 'Deferred Request for Payment of Benefits' option to submit your request. Please note that we can only accept requests that are within 18 months of the retirement date, which must be from age 55 or over. We will write to you with your retirement options and further information closer to your requested retirement date.

Pensioner members

Active members will have access to the following on their mypension account:

• Update Nomination - you can now update your record with a Death Grant Nomination. If we already hold a paper copy this will not be visible on your record but will still apply.
• View My Folder Documents - You will be able to see any documents (or forms) you have sent to the Pensions Office using your mypension account and also any responses we have sent back to you. Your Annual Benefit Statement will appear here by the end of August each year, however, we will send you an email to tell you as soon as it is available for you to view.
• Annual Pension History - this shows a history of your annual pension amount which changes in line with the Government Pensions Increase (Review) Order to include any Pensions Increase due. If you have more than one pension in payment you will see separate figures relating to each pension in this view. If you require your combined total annual pension amount you should add these figures together.
• Tax Code - this shows a history of tax codes we have received from HM Revenue and Customs
• Percentage of Lifetime Allowance Used - this is a limit on the amount of pension benefit that can be drawn from pension schemes - whether lump sums or retirement income - and can be paid without triggering an extra tax charge.

Personal details

This shows your personal details including your name, date of birth, status and National Insurance number. You can also see the current address we hold on your pension record.

• The right hand menu will allow you to:
  • Update My Personal Details - update your marital status
  • Update My Address
  • Change My Email
  • Change My Phone

Complete the information requested and select 'Submit' to send the details to the Pensions Office. Please remember to always keep us up to date with all your contact details, especially your email address and home address should we need to contact you for other matters.

Update security details

Here you can:

• Change your Password
• Change your Security Question

View My Documents

Some of our documents are in the PDF format.  If your device does not have a PDF viewer you can download a free version from Adobe. Other PDF readers are available.

Full instructions to find and view your pension documents within your mypension account can be found in our documents page.

Active and deferred members

Here you will be able to view your Annual Benefit Statement and any correspondence you have had with us through mypension.

Pensioner members

You will be able to see any documents you have sent to the Pensions Office using your mypension account and also any responses we have sent back to you. 

Annual information about your pension will appear in April each year around the 16th, however, we will send you an email to tell you as soon as it is available for you to view.

My Payslips and P60's - any P60's that relate to the pension paid to you by South Tyneside Council as provider of pension services for TWPF by calendar year. Any Payslips that relate to the pension paid to you by South Tyneside Council as provider of pension services for TWPF by calendar year.

Run a pension estimate 

See how to run a pension estimate.

The registration process

• Visit our mypension home page 
• Select 'Register' on the Home screen.
• In order to proceed you must select 'Yes' to accept the Terms and Conditions and 'Yes' to accept cookies, then select 'Submit'.
• Complete the mandatory fields (indicated with an asterisk) and select 'Submit'. You will need a valid email address and a contact telephone number.
• Select a security question from the drop down menu, then enter your answer. This answer is case sensitive so make a mental note of which characters are upper case and which are lower case.
• Select a Password. This must be between 9 and 20 characters long, contain at least 1 number, lower and upper case letters but NOT special characters (e.g. £). Your password will be case sensitive.
• Select 'Submit' once all fields on this screen are complete.

If registered successfully, a message will be displayed and an 'Activation Code' will be sent to the email address used to register. Select 'Done' on this screen.

Activating your account

Once you have received your 'Activation Code' by email return to the login page and select 'sign in'.

• Enter your Username and Password and select 'Sign in'.
• Enter your security answer and select 'Sign in'.
• You will then be prompted to enter your 'Activation Code'. Enter the code and select 'Submit'.
• If registered correctly, select 'Done'.
• You will then need to re-enter your username and password and answer your security question to access your pension records online.

How to log in

Visit our mypension home page and select 'Sign In'

• Enter your Username from your activation email and the password that you entered at the time of your registration (please remember that these fields are case sensitive)
• Enter the answer to your security question (again, the answer is case sensitive)

If you have already activated your account you will have full access to your records.

Activating your account

Once you have received your activation email:

• Visit the mypension home page and select click on the 'Visit mypension'
• Then click on 'Sign In'
• Enter your Username from your activation email and the password that you entered at the time of your registration (please remember that these fields are case sensitive).
• Select the 'Sign In' button.
• Enter the answer to your security question (again, the answer is case sensitive) and select 'Sign In'.
• Enter your Activation code exactly as it was shown in your email and select 'Submit'.
• If you have registered correctly a message will be displayed. Select 'Done'.

You will then need to re-enter your username and password and answer your security question to access your pension records online.

You should then have full access to your mypension account.

How to log out

Select the drop down menu that contains your name in the top right hand corner of the screen and select 'Log off'.

Your session will be ended and you will be returned to the login screen.

Viewing and downloading documents

In order to view your documents:

• Click on View My Documents on the Home page.
• Select View My Folder Documents from the right hand menu. If you are a Pensioner member there will be a separate option to view Payslips and P60's.
• Select the document you wish to view from the document list.
• In some cases you may need to scroll to the bottom of the document list and click 'Download' in order to see the document.
• The selected document will be displayed on-screen.

You have the option to download a PDF version of the document to print or save. Alternatively, you can hover the mouse over the document to reveal a direct print option or to resize the document view.

Some of our documents are in the PDF format.  If your device does not have a PDF viewer you can download a free version from Adobe. Other PDF readers are available.

Uploading documents to your pension record

It is now possible to upload documents to your pension record. Documents can be in any image or document format such as pdf.

You can submit certificates and option forms to us by using the following method. Wording may vary slightly from what you see onscreen.

Uploading

• Once you have logged into our mypension account click 'Membership Details'
• On the menu click 'Upload My Documents'
• Select the drop down menu 'What type of document are you uploading?' select the appropriate option
• Select 'Submit'
• Select 'Add Files'
• A window will open on your screen.  You will need to navigate to the location your document is stored on your hard drive.
• Select the file you wish to upload and then click 'Upload'
• 'Are you submitting more documents?' will appear. Select 'Yes' or 'No'
• Finish the process by selecting 'Complete'

Your uploaded document will be visible in the documents section the next time you log into mypension.

Any document uploaded by this method will show in your documents as 'Uploaded Document Member' initially until a member of our team correctly labels it.

Your document will appear in the viewing window and you can download a pdf version. Please note that large documents may take time to display and multiple uploads may require you to log out and back in before being able to view them.

If you have forgotten you mypension user details you can follow the steps below to reset it.

• From the Login page:
• Select 'Forgotten your user details?'.
• Select the user details you wish to change and select 'Submit'.
• You will be asked to provide some personal identification details such as your National Insurance number.  The information request will vary depending upon the information you are trying to reset.
• You may receive an email from mypension will contain your revised information depending upon what details you have changed.
• You will now be able to log into your account using your new details.

Once you have successfully logged in, if you have requested a new password, you should change your password immediately to something memorable.

Once you have accessed the mypension online service via our mypension home page you can begin the Sign In process.

Your device may also allow you to view the desktop version of the site if this is easier for you to navigate.

Tap 'Sign In'

Enter your username. If your username has a dot in the middle please be aware that some devices will automatically insert a space after it.  If your device does this, delete the space, and continue as normal.

Enter your password, remember it is case-sensitive. Tap 'Sign In' when done.

If you experience difficulty signing in use the 'Forgotten Your Login Details?' link.

Viewing documents

To access the range of options available through mypension tap 'Menu'.

• Tap 'My Pension' to begin navigating your record and viewing your documents.
• Tap 'Menu' for further options.
• Select an option form the list such as 'View My Documents'
• Tap 'Menu'.
• Tap 'My Documents'.
• Tap the document title you wish to view.  You may have to scroll down if you have a number of viewable documents.
• You will be presented with a download link. Your document will be downloaded to your device as a pdf.

Viewing documents for pensioner members

Once you have selected your document scroll to the bottom of the page and tap the download link.

Payslips and P60s are available in a separate area in the 'View My Documents' section. Tap 'My Payslips and P60s'

You have the option to reduce or limit the number of documents you are presented with on a page.  The most recently produced document will show first on the list. Tap the 'View Payslip' or 'View P60' to load the document you wish to see.

Scroll down to the bottom of the list and tap 'Download PDF'.  Your document will now download to your device.

Once you have finished downloading your documents tap the 'Menu' to navigate back to the Home page.

Tap 'Menu' to navigate to another area.

Logging out

Tap the 'Hi' button

Tap 'Log off'

Will the merger affect my mypension online account?

Yes.  If you have accounts with both the former Northumberland County Council Pension Fund and the Tyne and Wear Pension Fund you will be able to access both of these from your Tyne and Wear account once the merger is complete. 

I only have one account and it was with the former Northumberland County Council Pension Fund.

You will still be able to log in using your existing login details. 

Who can register to access mypension?

mypension is only available for Active, Deferred and Pensioner members of the Tyne and Wear Pension Fund.

I do not have a login / username or password

If you do not have a login / username or password, you will need to register to be able to use mypension using the 'Sign In' link on the navigation bar, click on 'Register' and follow the step by step process. See How to register.

I have forgotten my login / username

Your login/username was provided in your initial registration.

I have a problem with or have forgotten my password

If you have forgotten your password, please use the 'Forgotten your Login Details?' option on the Home or Sign In screen. Your password will be changed and your new one will be sent to you, using the email address you registered with. Your password must have at least 8 characters and must contain a combination of the following - lower case letters, upper case letters and numbers.

My login / username or password is not accepted

Try typing your login / username and password again. Make sure you do not have CAPS Lock on, unless you need it for your password. If you enter incorrect details three times, your account will become locked. If this happens please use the 'Forgotten your Login Details?' option on the login page.

I have forgotten my security answer

With regard to the answer to your security question, this is extremely case sensitive and will need to be input exactly as it was originally entered. If you have forgotten your security answer you can reset both the answer and the question by using the 'Forgotten your Login Details?' option on the Home or Sign In page.

Why am I asked to log in again when I have already logged in?

You will be asked to log in again if your web browser was inactive for a period of 30 minutes. This is a safety precaution we have put in place to help prevent unauthorised access to your account and to ensure that the system remains secure.

Where do I get my pay figures from? (Active Members Only)

You should find your pre 2014 final pay and your career average (projected pensionable pay) on your Annual Benefit Statement. You can also find more recent pay figures submitted by your employer on your pensionable earnings view. See Estimate Guide for Active Members.

I can't view my documents

Some of our documents require a PDF viewer.  If your device does not have a PDF reader installed you can download a free version from Adobe

Will the system automatically log me out?

Your session will time out if left unattended for more than 30 minutes. To sign out correctly, click on your name at the top right hand corner of your screen. The Log Off option will appear below. See How to Log Out.

Does mypension use 'cookies'?

We use cookies (small files stored on your computer) on this site to help improve our service and give a better experience to you. Full details of the cookies we use can be found at the following link Cookies information.

Can I use any device to access mypension?

You can use many devices which are capable of connecting to the Internet to access your mypension service. If you encounter problems when registering, you may find it easier to complete your registration on a PC or laptop.