Help
How do I log in?
Visit our Logging in page for details on how to log in.
How do I sign up / create an account?
Visit our Signing up page for details on how to create an account.
I can’t find the registration email?
The portal will show which email address it’s sending to – please check that inbox and your junk/spam folder.
Wrong or inaccessible email address?
Contact us by email or phone to update your details, including your:
- full name
- date of birth
- National Insurance number
- current address
- new email address you’d like to use.
Once updated, you’ll need to restart the sign-up process
If I’ve a mobile number that isn’t a UK one, how do I add it to the member portal?
If your mobile number is not UK-based, enter it using the international format:
- start with + followed by your country code (e.g. +33 for France)
- don’t include spaces.
If you don’t add the country code, the system will assume it’s a UK number and add +44 automatically.
I’ve been sent an activation code but can’t see where to enter it?
If you’ve received an activation code:
- Go to the sign up page
- Tick the ‘use of personal data’ box
- Select ‘I have an activation code’
- Enter your details on the next screen
I can’t access Engage late at night
The portal is unavailable daily between 22:30 and 01:00 (UK time) for maintenance.
Login details not accepted after resetting password
If your login fails after resetting your password, it may be because you reused your old password.
Please choose a new password and restart the reset password process.
My pension figures seem lower than I was expecting
If you’ve more than one pension record (eg from different job roles), they are shown separately. Use the drop-down menus under each section to view them:
- Annual Benefit Statement → Employment
- Benefit Calculators → Pension to calculate
- Latest Valuation → Employment
Transfer-ins may not appear under employment dates but are included in your pension totals.
For transfer details, email: pensions@westnorthants.gov.uk
Can I see my total expected pension figures of all my employments?
Use the Retirement planner to calculate your expected pension benefits across all records (excluding any already taken).
Error messages
If you see messages like:
- ‘Oops, sorry’
- ‘We’re experiencing a high number of visitors’
it may be due to system updates or maintenance. Please try again later. If the issue persists, email: MyPension@westnorthants.gov.uk
If you have more than 5 pension records, the system may not generate estimates. Contact us at pensions@westnorthants.gov.uk for assistance.
I’ve two jobs, and I can’t see my additional record
If you can’t see an additional job or pension record:
- Check the drop-down menus in each section
- If still missing, it may be under review—try again later
- If unresolved, email: pensions@westnorthants.gov.uk
I can’t see my service details
Your service details are included in your last Annual Benefit Statement (ABS) and should match your online account. If you believe you have Pre-2014 Final Salary service, check the Pension Breakdown in the ABS section.
You can also view employment details under:
Details and Settings → Employment Details
What information/contact details do I need to enter for my death grant beneficiary?
- Relationship: Use Spouse if married, Dependent for others (including charities).
- Contact details: Provide at least one—email, home address, or phone number.
I can’t see my historic letters/documents
As the site is new, old/historic documents will not have been published. New documents will be published going forward, and you’ll receive an email notification when one is available.
Got a different question that’s not covered?
Visit our Contact us page – our team will be happy to help.
