How to manage your pension online

What you can do on My Oxfordshire Pension

On the secure My Oxfordshire Pension website, you can:

• update your contact details
• change death grant nominations
• look at your benefit statement
• raise queries
• upload documents
• run your own pension projections and calculations  
• plan your retirement  
• view your personal pensions correspondence
• read our regular newsletters
• view payslips and P60s (pensioners only)

Pension Services will email you when new information is waiting for you.

Who can register?

Active, deferred and pensioner members of the Oxfordshire schemes can register for the portal.

I used the previous portal - do I need to re‑register?

Yes, there have been security upgrades so we require all users to create a new account to enable stronger security using Multi Factor Authentication.

How do I create an account?

On the login page, choose Create account (or Register) and enter your surname, NI number, date of birth, and your personal email address. You’ll either receive a registration email or an activation code (sent to your registered email if we hold it or by post if no email is on file). Then set a password. The next part of the registration process includes a Multi Factor Authentication (MFA) to keep your record even more secure. This means you will need a mobile number to complete your registration process.

I don’t have a mobile phone

You may be able to receive your code by email – please contact us by calling 03300 536760 or emailing pension.mssenquiry@oxfordshire.gov.uk .

Can I use my work email address?

No, please use your personal email address to ensure that we can remain in contact with you once you have left employment

Can I use a shared email address?

If you and your partner or a family member both have accounts on My Oxfordshire Pension and you share the same email address, one of you will need to use a different email. Our new system doesn’t allow two accounts with the same email for security reasons

I have been sent an email for registering but I do not have access to the email address/ it’s the wrong email address.

We will need to update your email address on our record. Please contact us by calling 03300 536760 or emailing pension.mssenquiry@oxfordshire.gov.uk and provide your personal details so we can confirm it is you. Please include National Insurance number, Date of birth, full name, and address. Let us know the correct email you wish to use, and then we will be able to add that to your pension record. Once that is done, you will need to start the sign-up process from the beginning.

I wasn’t on the previous portal. Can I still register?

Yes absolutely. All you need is an Oxfordshire pension record and a personal email address. Use this email address to register.

I have been sent an activation code but cannot see where to enter it.

You will need to click 'create an account' and ensure you have ticked the ‘use of personal data’ box - this will then allow you to click on ‘I have an activation code’.  You will then be able to confirm your details on the next screen.

I haven’t received the registration/activation email/code. What should I do?

Check which email address the portal says it used and look in your Junk/Spam. We may send a postal activation code if there’s no email on file. If nothing arrives within about 10 minutes (email) or 3-5 working days (post), please contact us by calling 03300 536760 or emailing pension.mssenquiry@oxfordshire.gov.uk

I’m new to the scheme - why can’t I register yet?

It can take a few weeks after joining for your employer to send your starter information to the fund; try again later or watch for your activation email/code. It can be up to three months before your account is ready.

Soon after we receive your joiner information from your employer, you will receive a letter from the pension fund welcoming you to the scheme and giving information on how to register.

I cannot access My Oxfordshire Pension late at night.

My Oxfordshire Pension is unavailable between 10.30pm and 1am GMT each day for back-ups and maintenance.

My login details are not accepted after resetting password.

You may have used the same password as previously. You will need to use a different password to your previous password.  You will need to return to the reset password page and start again.

Logging in and security

What security does the portal use?

The portal requires a strong password plus Multi Factor Authentication (one‑time codes by email or SMS). This extra step is compulsory and is now standard after system upgrades. 

How does Multi-Factor Authentication work when registering?

When you first create your new My Oxfordshire Pension account, the registration process includes mandatory Multi Factor Authentication.

This is designed to ensure that only you can access your pension information. 

During registration, a verification code will be sent to your mobile phone (SMS text message). You will have to enter this one‑time code on the portal to confirm your identity.

How does Multi-Factor Authentication work when signing in after registering?

We use Multi-Factor Authentication for added security when signing in. You enter your password and then a one‑time verification code will be sent to your device. You will then need to input this. It may seem bureaucratic but it provides an extra layer of protection for your pension data.

I’ve forgotten my username/password—how do I reset it?

Please use Forgotten Details on the login page to reset your password. 

You should only use this if you have registered for the new portal. If you have not yet registered for the new portal, you should click on Create Account.

My account is locked - what next?

Accounts lock after several failed attempts and usually unlock automatically after a cooling‑off period (e.g. 2–4 hours). You can then try again or use the forgotten details link. 

I’m not receiving one‑time codes.

Check your Junk/Spam and wait up to 10 minutes. If codes still don’t arrive, add an alternative email

I see “Access denied” or “System not available”.

Clear your browser cache/cookies, try a different browser or device, and ensure you’re using a supported browser. We recommend you use Edge, Chrome, Firefox or Safari. If you still have no luck, please contact us by calling 03300 536760 or emailing pension.mssenquiry@oxfordshire.gov.uk

I am overseas - can I still use the portal?

Yes – if you can’t receive your code by SMS you will be able to receive your code by email – please contact us by calling 03300 536760 or emailing pension.mssenquiry@oxfordshire.gov.uk.

The portal says my details don’t match.

Make sure your surname matches your record exactly (watch for hyphens/apostrophes). If your activation code has expired, you can request a new one. If problems persist, contact us by calling 03300 536760 or emailing pension.mssenquiry@oxfordshire.gov.uk.

I still can’t log in – I’m not sure my browser likes it

Try: manually typing your personal details (not autofill), entering one‑time codes by hand (don’t paste), refreshing the page if idle, clearing cache/cookies, switching browsers, or rebooting your device. Ensure you’re using a supported browser. We recommend you use Edge, Chrome, Firefox or Safari. If you still have no luck please contact us by calling 03300 536760 or emailing pension.mssenquiry@oxfordshire.gov.uk

Using the portal

What can I do in the portal?

• Check details: view/update contact details, view membership/service breaks and financial details (pay/contribution rate).
• Run estimates: voluntary retirement, deferred benefits
• Projections; there is a Retirement Planner to explore timing, income and lump‑sum options.
• Documents: view Annual Benefit Statements online (current and previous years), pension payslips and P60s (pensioners).
• Upload documents
• Nominations: update your Death Grant / Expression of Wish nomination.
• Secure messaging & uploads: send forms and documents securely.

When are Annual Benefit Statements (ABS) available?

If you are an active or deferred member, we publish your ABS annually and make it available in the portal by 31 August each year. You will not receive a paper copy unless you have specifically requested this from the Fund.

Can I get instant pension estimates?

Yes - use the benefit calculators or retirement planner to model different retirement dates and lump‑sum choices.

I have multiple employments/records—will I see them all?

If they’re under the same fund, you’ll usually see multiple records under one login and can switch between them.  If you’re in different schemes (e.g., LGPS and Fire), you will need a separate login for each scheme.

Can I update my personal details online?

Yes - most changes (address, email, phone) can be updated in Personal Details. Some changes may require additional verification or for you to upload a document.

Where can I see my payslips and P60 (pensioners)?

Under Payslips and P60s

Can I upload documents securely?

• Yes. Go the ‘Documents and uploads’ tab and select ‘Go to my documents’
• Then ‘My uploads’ tab and select ‘Upload and view files'
• Then ‘Upload Files’
• Then ‘Drag and drop’ or Browse files. You can select multiple documents from your computer to upload at once
• If you have uploaded a document in error, you can remove by selecting the ‘Remove option’. Once you are happy with the documents you want to send, click ‘Start uploading’.
• You will receive a message to say ‘You have successfully uploaded files’ which is your confirmation that we have received your file. Please accept this as confirmation and do not follow up, we will contact you if there are any problems or if we need any further information.

A detailed guide including screenshots (pdf format, 313 KB)

My pension figures are lower than I was expecting.

If you have more than one pension record (job roles) these will be shown and calculated separately, and you will have to select which records you wish to see manually in the drop-down list under:

• Employment (In the ABS tab).
• Pension to calculate (In the benefit calculators tab).
• Employment (In the latest valuation tab).

Transfer-ins may not be included in the dates shown for your employments but will be included in the pension totals. If you wish to check your transfer details, please use the Contact us page by clicking the menu symbol at the top of the page

Can I see my total expected pension figures of all my employments?

The Retirement Planner will calculate pension benefits (inclusive of reductions) at your chosen retirement age across all pensions records you have not taken benefits on.

I get an alert saying, ‘Oops Sorry’ or ‘Sorry we are experiencing a high number of visitors, please try again later’.

Our system may be receiving updates, running calculations, or closed for maintenance, please bear with us and try again.

If you are still getting this message after a few attempts, please contact us  by calling 03300 536760 or emailing pension.mssenquiry@oxfordshire.gov.uk

I have multiple jobs, and I cannot see my additional records.

If you have multiple pension records these will be shown separately, and you will have to select which record you wish to see manually in the drop down under the separate sections of the portal.

If that does not help, it may be that we are processing something on your record, and you will not be able to access your figures at this time. Try again later, and if still not visible please use the Contact us page by clicking the menu symbol at the top of the page

What information/contact details do I need to enter for my Death Grant Beneficiary?

Enter the relationship as Spouse if married, and Dependant for anything else, including charities.

Enter Contact details however you prefer, but please enter at least one of: email, home address, phone number, and preferably more than one.

I cannot see historic newsletters or documents.

You should be able to see all of your own personal documents or letters sent to you by the Fund under Files Sent to me. You will receive an email when there is a new document for you to view.

You should be able to see a recent back catalogue of generic newsletters and factsheets under Fund Documents and Forms. Not all historic newsletters have been published to the new portal.

Who do I contact for record updates that I can’t do online?

Please contact us by calling 03300 536760 or emailing pension.mssenquiry@oxfordshire.gov.uk

You’re using the wrong tax code on my pension payments

Your tax code is set by HMRC; we must use the code they provide. If you think it’s wrong, you will need to contact HMRC directly.

My details are not up to date

If you recently joined, left, changed hours or changed your pay, your record may still be updating from employer submissions; estimates may not include the very latest change until that update completes. 

If I can’t or don’t want to use the portal

Can I receive paper communications instead?

Yes - you can receive paper correspondence by post instead. Please note this will be a slower way of receiving information about your pension. You’ll need to write us a letter, including your identifying details and send it by post to the fund address Oxfordshire Pension Fund, 4640 Kingsgate, Cascade Way, Oxford Business Park South, Oxford OX4 6LT.  We do not accept email elections for this purpose.

How do I….?

• …..register / create an account – follow on‑screen “Create account”, verify via email/SMS or activation code.
• …run a retirement estimate – use Benefit Projector or Retirement Planner inside the portal.
• …change my address/email/phone – update in Personal Details.
• …update my death grant nomination – edit under Nominations/Expression of Wish.
• …view my annual benefit statement – see Documents/Statements.
• …view my payslips or P60  – see Payslips & P60s.
• …fix login issues – clear cache, try another browser, reset details, wait for unlock.