Your pension online

If you were already registered to EAPF Online before 9 May 2024 and haven’t set up MFA yet, when you next log in using your current password and PIN, you’ll see a message banner on your dashboard prompting you to sign up for MFA. If you choose to do this, you’ll be taken to the ‘Change Account Details’ screen.

We strongly recommend that you sign up to MFA, however, you can skip this if you don’t want to set up the new process.

If you decide to use MFA, you’ll be presented with 2 different options to confirm your identity – SMS or Authenticator App. Depending on your preferred option, you’ll be sent a passcode via that method.

The next time you log in, you’ll simply enter your full password and use your preferred method (SMS or APP) to authenticate. The method of authentication can be changed at any point or reverted back to entering random pin and password characters.

MFA authentication method – SMS or App?

If you chose SMS, you’ll have 5 mins to log in using the passcode.

If you prefer to use an Authenticator app, your passcode is refreshed automatically every few seconds.

You can change your MFA authentication method whenever you wish on the 'Change account details' page when logged into EAPF Online.

You can download a free app from the Google Play store or Apple store. You can use any Authenticator App that generates temporary codes based on time-based one-time passwords (TOTP). There are lots of free or paid Authenticator Apps to choose from. Widely used free apps include Google Authenticator and Microsoft Authenticator.

A very small number of users may be asked to change their current EAPF Online username (also known as your 'Login name'). This is because there can't be more than one person with the same online username across the whole Capita Hartlink Online system (which provides the EAPF Online portal and many other pension fund portals). If this applies to you, you’ll automatically be sent to the Change Account Details screen to update it when you log n for the first time after 11am on 9 May using your existing username.

When you register, you’ll be asked to create a password, and to choose an authentication method for MFA (by SMS or Authenticator App).

Once registered, you’ll be sent a first time PIN number. When you log in for the first time after registration, you’ll be asked to input random characters from your password and PIN.

The next time you log in, you’ll simply enter your full password and use your preferred method (SMS or APP) to authenticate.

MFA authentication method – SMS or App?

If you chose SMS, you’ll have 5 mins to log in using the passcode.

If you prefer to use an Authenticator app, your passcode is refreshed automatically every few seconds.

You can change your MFA authentication method whenever you wish on the 'Change account details' page when logged into EAPF Online.

You can download a free app from the Google Play store or Apple store. You can use any Authenticator App that generates temporary codes based on time-based one-time passwords (TOTP). There are lots of free or paid Authenticator Apps to choose from. Widely used free apps include Google Authenticator and Microsoft Authenticator.

Overseas members with a non-UK mobile number can only use the Authentication app method when signing up for MFA. This is because the SMS method requires a UK mobile number beginning with 07.

You can download a free app from the Google Play store or Apple store. You can use any Authenticator App that generates temporary codes based on time-based one-time passwords (TOTP). There are lots of free or paid Authenticator Apps to choose from. Widely used free apps include Google Authenticator and Microsoft Authenticator.

• Passwords are case sensitive. 
• If you believe your record may be incorrect, please contact Capita. See our Contact page for their details.
• If you’re having trouble registering, it may be because you’re already registered or the personal information you’ve entered doesn’t match what’s held on your pension record. Click the box below called ‘If you’re unable to access the portal’ for details on what to send us so we can investigate this for you.
• You can’t register the same email address to more than one EAPF Online account.
• Using Google Chrome will give you the best experience of EAPF Online.
• If you're an existing user before 9 May 2024 and have been asked to change your username - please see the additional information below.

Have you been asked to change your username?

When we updated our portal on 9 May 2024, a small number of existing users within the EAPF will be asked to change their current username (also known as your 'Login name'). This is because there can't be more than one person with the same username across the whole Capita Hartlink Online system (which provides the EAPF Online portal and many other pension fund portals).

If this applies to you, you’ll automatically be sent to the Change Account Details screen to update it when you log in for the first time after 11am on 9 May using your existing username.

The portal has a self-service ‘Reminders’ facility’ on the EAPF Online homepage to help you remember your Login name, and also to reset your password yourself. On the portal homepage, click on Menu at the top left corner of the screen, you only need to enter the security code on screen and your email address.

You can call our helpline on 0800 121 6593 or +44 114 452 5008 (if calling from overseas).

You can also email us at info@eapf.org.uk to request a password or pin reset. Please note our resets are valid for 24 hours, so please try to log in as soon as possible once you've received your reset login details.

In order for the team to process a reset, you’ll need to provide the below details so they can verify who you are:

• NI number
• Full Name
• Date of birth
• Home address including postcode
• 6 digit Pension Reference Number or Month and year of leaving/starting employment

Please note, PIN resets are only applicable for users who’ve chosen not to sign up for Multi Factor Authentication (MFA). This is because MFA is a more secure process of logging in where you’ll be given a new temporary passcode each time you log in instead of using the same PIN number. For more information about MFA, click the box above called ‘Multi Factor Authentication (MFA)’.