Your username is your Scheme Member Reference which can be found on any communication that you have received from Isio.

To strengthen security for all users of My Pension Tracker, we have removed the requirement to enter characters from your memorable word and replaced this with multifactor authentication.

Multifactor authentication means that you will be prompted to enter new a six-digit code each time you log in that’s either displayed in a smartphone app or emailed to you.

If this is the first time you are accessing My Pension Tracker for a while, you will be guided through the process of setting this up.

If you have previously registered for multifactor authentication but are still being prompted for your memorable word characters, it’s likely that the username you are entering is incorrect.

This means that either your username, password or access code are incorrect.

If you have not registered for multifactor authentication, this means that either your username, password or memorable word characters are incorrect.

Your username is your Scheme Member Reference which can be found on any communication that you have received from Isio.

If you have requested to receive email access codes, you are sent a new access code each time you attempt to log in.  You should not navigate away from My Pension Tracker to receive the access code, instead access your email on a different tab, application or device.

If you repeatedly request email access codes, only the latest requested code is valid.  When a new access code is issued, all previous codes become invalid even if they are less than 30 minutes old.  Please ensure that you refresh your email inbox and check the time of the email to ensure you are using the correct code for the login attempt.

If you do not receive an email access code, despite multiple resend attempts, please check your spam folder before contacting the member helpline on 0800 122 3200 (from outside of the UK call +44 203 727 9850).  Our helpline is open from 9:00am to 5:00pm Monday to Friday.

If you have a smartphone, you could also consider using the authenticator app method instead.

If you’d like to change the way in which you receive access codes, please contact the member helpline on the telephone numbers above.

If you can no longer access your authenticator codes because have replaced your phone, uninstalled the app which provided your codes or need to set up the app again, please contact the member helpline on the telephone numbers above.

If you’ve previously registered for multifactor authentication, you should not be prompted for any memorable word characters and it’s likely you’ve entered your username incorrectly.

If you’ve not yet registered for multifactor authentication and are sure you know your memorable word, check that you have entered the correct username.  The system may be asking you for a character from somebody else’s memorable word.

For security purposes your account will become locked if you make too many invalid login attempts.  Your account will normally unlock automatically after 30 minutes.

If your account remains locked, please contact the member helpline on 0800 122 3200 (from outside of the UK call +44 203 727 9850).

Our helpline is open from 9:00am to 5:00pm Monday to Friday.

This can be done via our general website: https://www.yourisio.com.

Please contact the member helpline on 0800 122 3200 (from outside of the UK call +44 203 727 9850).

Our helpline is open from 9:00am to 5:00pm Monday to Friday.