If you know the sign in details you used before 8 January 2024, head to the sign in page. Enter your previous sign in ID in Username and your PIN in password.

You’ll need to confirm a couple of new details, so that we know it’s you. If your account is locked or you need any help, give us a call on 03455 28 88 88 or start a webchat from the sign in page.

If you’ve forgotten your sign in details, or to register for Online Service if you haven’t used it before, follow the online instructions and we’ll post you a PIN to get set up. This takes a couple of days.

We’re sorry you’ve lost someone, and we know it can be a challenge to deal with someone’s estate.

For security reasons, you won’t be able to access someone else’s account using Online Service, but please give us a call on 03455 28 88 88 and we’ll be happy to help.

If you opened your account before January 2023, you can still make payments and withdrawals by cheque if you want to.

Cheques we send to you will expire after three months. If you don’t cash a cheque and it expires, the value of the cheque will be added back to your account and show as a cash balance.

You can also link a bank account to your account, which could be easier and more secure. You can do this in Online Service. Give us a call if you need help.

No, registration is entirely optional. You can continue to manage your services by phone or receive paper correspondence if you prefer. However, many customers choose to register to take advantage of:

• 24/7 access: check your status or balance anytime
• Faster updates: send and receive secure messages to get instant notifications instead of waiting for the mail
• History at a Glance: View all your past activity and current valuation in one secure place

This is how most people keep track of their investments. You’ll be able to:

• 24/7 access: check your status or balance anytime
• Faster updates: send and receive secure messages to get instant notifications instead of waiting for the mail
• History at a Glance: View all your past activity and current valuation in one secure place

If you opened your account before January 2023, you need to set up a new username and password to access the improved Online Service.

If you’ve forgotten your sign in details, or to register for Online Service if you haven’t used it before, follow the online instructions and we’ll post you a PIN to get set up. This takes a couple of days.

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. 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.

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.

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.

If you opened your account before January 2023, you can still make payments and withdrawals by cheque if you want to.

Cheques we send to you will expire after three months. If you don’t cash a cheque and it expires, the value of the cheque will be added back to your account and show as a cash balance.

You can also link a bank account to your account, which could be easier and more secure. You can do this in Online Service. Give us a call if you need help.

If you had a separate contracted-out pension in the past, we merged this with your other pension from 8 January 2024.

If each pension previously had different retirement dates, we’ll have set them to the earlier retirement date. You can change your retirement age whenever you want using Online Service, or get in touch with us if you’d like us to change it for you.

In January 2024, all policyholders in the Virgin Stakeholder Pension were transferred, with permission from the Financial Conduct Authority (FCA) to the Virgin Money Pension. As a result Virgin Money completed their exit from the workplace pension market. Previously scheme members had oversight provided by an Independent Governance Committee (IGC) that produced an annual report on the value for money provided by the scheme. If you need a copy of a recent report, please contact us.