Answer:

You should receive your reset email within 10 minutes of performing a reset.

We'd recommend allowing up to 30 minutes before attempting the log in process.

If you're having difficulty locating the email, please check your junk inbox and allow up to an hour for the email to arrive.

Your reset link will expire after 24 hours and can only be used once.

We're currently experiencing issues with some email providers receiving our reset emails.

Answer:

Multi Factor Authentication (MFA) refers to an additional layer of security that's added to the login process.

MFA relies on two forms of authentication: something you know, and something you have with you. The something you know is your password. The something you have with you can be a mobile device. This means that even if your password is hacked, your account will remain secure. 

Answer:

This is usually caused by your email service marking the authentication code emails as spam. Please check your junk folder and make sure it's the correct email address.

You should also go into settings and add our name ‘Teachers’ Pensions’ at noreply@mail.teacherspensions.co.uk to your trusted domain list

If you still can't access your account, please contact us via Secure Chat or via our helpline on 0345 6066166.

Answer:

You can use any Authenticator App that generates temporary codes based on time-based one-time passwords (TOTP). There are lots of free and paid Authenticator Apps to choose from. Widely-used options include Google Authenticator, Microsoft Authenticator, and Authy.

We’ve been made aware of an issue which is affecting some Apple users when using Google Authenticator. If this is the case, please try an alternative App or MFA method.

We highly recommend that users set up a PIN or biometric requirement on their mobile device.

Answer:

We recommend always using a personal email address for your MPO account rather than a work email. This means that if you move jobs you won’t need to worry about changing your MPO log in details. This is also a benefit if you've chosen email as your Multi Factor Authentication method.

If you need to change your email address, please log in using your current log in details and update the information on the ‘change personal details’ form.

If you can no longer access your account please contact us.