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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.  

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Cybercrime continues to rise and as a result it's increasingly important that your personal information and data is protected. MFA has been implemented to do exactly this, using a widely utilised security tool, to keep personal data secure.

Teachers' Pensions MFA adds an extra validation step after a username and password has been entered, making it significantly more difficult for hackers to access our tools and systems. This extra protection is needed because of the increasingly sophisticated levels of attacks used by hackers to gain access to online services.

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We'd recommend using a mobile device with Authenticator App or SMS.

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We recommend the installation of an Authenticator App as it offers the highest levels of account protection.

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Yes. MFA offers additional levels of security over a static PIN and enhances the safety of your account. We recommend the installation of an Authenticator App as it offers the highest levels of account protection.

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In addition to MFA codes, important messages may be sent to your number. All your data is handled in accordance with our privacy policy.

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Yes. You can log in with MFA on desktop, tablet or mobile.

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No. To receive MFA codes by SMS, you must have a valid UK mobile number registered on your account. Whilst you can register a non-UK mobile for MFA, SMS verification codes can’t be delivered to non-UK numbers. 

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The Authentication App is the most secure method. One-time passcodes delivered via SMS text messages are less secure. This is because text messages can be intercepted. It's a lot harder for hackers to get control of an actual mobile device with an App than it is to hack a phone number.

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

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A TOTP Authenticator App is an app that generates a one-time security code every 30 seconds to help verify your identity when you log in. TOTP stands for time-based one-time password.

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No. MFA is required for all My Pension Online accounts to secure your data.

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No. MFA is required for all My Pension Online accounts to secure your data.

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MFA SMS codes are valid for 15 minutes. Authenticator App codes rotate every 30 seconds and are only valid for those 30 seconds.

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You can remain logged in for 20 minutes when inactive. After this time, you'll be logged out for account security.

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Log in to your My Pension Online account and click 'Change Contact Details'.

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A Passcode is randomly generated every time you log in. A PIN is used if Multi Factor Authentication isn't active on your account and remains the same each time.

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If you didn't receive your six-digit code via SMS, check that the mobile phone number you provided is correct. If it is, make sure you've got a phone signal. If you still aren't receiving the messages, check with your service provider to confirm that messages aren't getting blocked. If you still can't access your account, please contact us via Secure Chat or on 0345 6066166.

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Yes. If you haven’t received your SMS passcode, you can restart the log in process to request another code. Requesting a new passcode will make any previously issued passcodes invalid, even if they arrive later. To avoid confusion, we recommend waiting a few minutes for the latest passcode to arrive before requesting another one. 

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First check to see if you can restore settings if you install the App again. Some Authentication Apps will allow you to restore from the cloud. If you're unable to restore, contact us via Secure Chat or via our helpline on 0345 6066166.

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You can change your Multi Factor Authentication method via My Pension Online ‘Change authentication method’ on your dashboard. If you're unable to access your MFA details contact us via Secure Chat or via our helpline on 0345 6066166.

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No. All members are required to have their accounts protected with Multi Factor Authentication.

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If you’ve lost or damaged the phone you used to set up MFA.

Contact us via Secure Chat or via our helpline on 0345 6066166.

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If you’ve replaced the phone you used to set up MFA, you can still log in to your account. If you have the same phone number and are using SMS nothing will change. If you're using an Authenticator App please follow the migration instructions from the old device to the new device.
Still having trouble? Contact us via Secure Chat or via our helpline on 0345 6066166.

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If you select ‘Remember Me’ when logging in, a secure cookie will be stored in your browser. This allows you to sign in without entering a new MFA passcode for up to two hours when using the same browser and device. After two hours, or if you clear your browser cookies, you’ll be asked to verify your identity again using MFA.

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A password manager plays an important role in your account security, but it's not a substitute for MFA. Password managers help drive good password practices. You can use this type of tool to ensure that you create strong and hard-to-predict passwords, don't reuse passwords, and change passwords on a recommended schedule. Even strong passwords aren't sufficient protection against unauthorised account access because they can be compromised by common threats like phishing attacks, credential stuffing, and malware. Password managers don't provide the enhanced login security that you get with MFA.

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No. However you can change your MFA method if you want to via ‘Change authentication method’ on your dashboard.

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If you’ve locked your account and are unable to access it, please contact us via Secure Chat or via our helpline on 0345 6066166. Once your account has been unlocked and you regain access to it, you'll be prompted to set up or use your chosen MFA method when you sign in.

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If you're unable to scan the QR code, many Authenticator Apps allow you to add an account manually using a setup key or code instead. Follow the instructions provided by your authenticator app to add the account manually. If you continue to experience problems setting up MFA, please contact us via Secure Chat or via our helpline on 0345 6066166.

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Yes. A voice call option is available, which delivers the verification code through an automated voice message. However, we can’t guarantee that this service will work with all landline providers or devices.

For the highest level of account security, we recommend using an Authenticator App wherever possible, as this provides the most secure method of MFA verification.

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Yes. Some authenticator applications are available for desktop devices as well as mobile phones. If you're unable to use a mobile device at work, you may wish to explore desktop authenticator options that meet your organisation's security requirements. Widely used options include Proton and BitWarden but please speak to your organisation for more information about your IT policies when selecting one. 

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If you're unable to log in due to the issues, please contact us via Secure Chat or via our helpline on 0345 6066166.

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o Authenticator App (recommended) 
o SMS

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From 2 July, email will no longer be available as a Multi Factor Authentication (MFA) verification method for members using My Pension Online.

The change has been implemented as we’ve seen an increase in fraud attempts using email-based verification, particularly involving providers such as BT Internet, so we’re strengthening security for all members.

Using an authenticator app provides stronger protection for your personal information and helps prevent unauthorised access to your account. The Government Digital Service guidance for online public services encourages users to use an authenticator app where possible. Authenticator Apps work anywhere and don’t rely on mobile phone networks.