Need help with your Online Account?
On this page, you’ll find help for solving common Online Account problems or guidance on where to find the answers you need. If you can’t find the problem you’re experiencing on this page, you may need to contact us for further support.
Help with common problems
Your username for your Online Account is your Nestlé Pensions member number.
You can find your member number in the pension statement we send you every year, or any letters you receive from Nestlé Pensions.
If you don’t know your member number and you don’t have a pension statement or any letters from us yet, you can email us at pensions@uk.nestle.com for a reminder.
You can reset your password online. All you need is your username, which is your member number, and we’ll send password reset instructions to the email address you’ve registered with us.
If you can’t find our email with your reset instructions, check your Junk or Spam folders. Make sure you’re also checking the right email – some members register with their personal email, others use their work email.
If you still can’t find your reset instructions, you may need to contact us for further support.
When you register for your Online Account, it’s important to check that you’re typing in your email correctly as any extra spaces, incorrect characters or misspelled words can mean your confirmation email won’t make it to you. If you think you may have entered your email incorrectly, try registering again.
It’s also worth checking your Junk or Spam folders.
If still can’t find your confirmation email, it could be blocked and you may need to contact us for further support.
If you’ve registered and logged in to your Online Account previously, but you can’t log in anymore, make sure you’re entering your username and password correctly – especially if you’ve recently changed your password.
Your username is your member number, which you can find in the pension statement we send you every year, or in any letters you receive from Nestlé Pensions.
If you can’t remember your password, you can reset your password online.
If you’re still having trouble logging in, it’s possible you no longer have an Online Account. If you’ve recently left Nestlé or opted out of the Fund, you’re now a deferred member, which means you no longer have access to an Online Account. Pensioner members don’t have access to an Online Account either.
The Online Account service is only available to active members – current employees who are making pension contributions. If you’re a deferred member, you can find tailored content in the deferred section of the website. If you’re a pensioner member, you can find information tailored to you in the pensioner section.
If you’re a new joiner, you might not be able to access your Online Account straight away. This could be because your Online Account data hasn’t been processed yet and you may have to wait until the next monthly update for your data to be uploaded.
Depending on when you joined the Fund, your Online Account may not be ready for up to four weeks.
If, after waiting for four weeks, you’re still unable to register, contact us for further support.
If you have DC savings, most of your Online Account data is updated once a month. This means that any recent changes you’ve made may not appear in your Online Account until the following month. For example, if you increased your contribution rate in March, this won’t show until April after the monthly data update.
If you’re a DB-only member (if you’re building benefits in DB Core or DB CorePlus and have no DC savings), your DB figures are updated once a year. This is because of how complex the calculations needed to produce these figures are.
Your Online Account shows the date when your figures were last updated.
As any DC account figures you have are updated once a month, and any DB pension figures are updated once a year, your Online Account figures aren’t a live reflection of your benefits or savings. Your Online Account shows the date when your figures were last updated.
If any of the information in the ‘About you’ section of your Online Account is wrong, please contact pensions@uk.nestle.com
If you’ve recently left Nestlé or opted out of the Fund, you are now a deferred member. This means you no longer have access to an Online Account. Pensioner members don’t have access to an Online Account either, so if you’ve retired you’ll no longer be able to log in.
The Online Account service is only available to active members – current employees who are making pension contributions. If you’re a deferred member, you can find tailored content in the deferred section of the website. If you’re a pensioner member, you can find information tailored to you in the pensioner section.
If you have specific questions about how the Fund works, or you’d like help on a particular issue, there are a number of ways to get the answers you need.
Find out more on our Need help? page.
Getting further support
If you can’t find help with the problem you’re experiencing under our help with common problems section, you may need further support.
To get the help you need, email our support inbox. To help us resolve your query more quickly, please include the following in your email.
Your full name and member number.
Where you’re experiencing the problem and what device you’re using – for example, are you at the York site on a mobile phone, at home on a tablet, or at the Crawley office on a laptop?
A full description of the problem you’re having.
If possible, a screenshot of the problem you’re experiencing, or any error message you might be getting – unless this contains any personal or sensitive information.
Don’t send any screenshots of passwords, personal details or pension figures in your email.
Email the support inbox at support@nestlepensions.co.uk