How do I register for online services?
For instant registration, use our easy online registration form. We’ll send you a unique activation code (by phone, email or text) which you can use to set up your own user ID and password - and you’ll be able to log in to your plan straight away.
You can also choose to receive your activation code by post, which will take 7 - 10 days.
Or just call us on 0845 606 0098 - Monday to Friday between 09:00 and 17:00. Calls may be monitored and / or recorded to protect both you and us and help with our training. Call charges will vary.
How do I login?
To log in click on the ‘Customer login’ button that you can find in the top right-hand corner of every page of www.standardlife.co.uk or go directly to www.standardlife.co.uk/online. Enter your user ID and click on the 'Log in' button.
If you are logging in for the first time, you will be asked for your temporary password and prompted to change this to a password of your choice. We will ask you to set up a user ID and password and ask a few security questions. Your user ID should be between 6-10 characters, password should be a minimum of eight characters and contain at least one uppercase letter, one lowercase letter and one number. Both should be a mix of numbers and letters.
If you have previously logged in to online services, once you have entered your user ID you will be asked to enter three characters from your chosen password.
Remember to keep your password information secure.
If you are logging in with a temporary password you’ll be asked to enter the password in full before being asked to change it to something of your own choice. Your new password should be a minimum of eight characters long and contain at least one uppercase letter, one lowercase letter and one number.
How do I change my temporary password?
You will be automatically asked to change this the first time you log in.
Your password should be a minimum of eight characters and contain at least one uppercase letter.
Please remember to keep your password information secure.
Forgotten your user ID, password or both?
If you've forgotten your user ID then you can use the 'Forgotten user ID' button on the customer login page. You will need to know your plan number and online servicing password to use this reminder service.
Your User ID will display on screen and you can continue to login.
If you've forgotten your Password then you can use the 'Forgotten Password' button on the customer login page. You will need to know your User ID to use this reminder service.
We will email you a temporary password and you can continue to login. Enter your User ID and DOB and a temporary activation code will be emailed to you.
If you've forgotten both your User ID and Password then you can use the 'Forgotten ID and password' button on the customer login page. You will need to know your plan number to use this reminder service.
You can then choose to receive an activation code by phone, e-mail or text. If Post is the only option offered we do not hold any digital contact details for you. This will take 7-10 working days to arrive. Please call us on 0845 60 60 098 if you would like immediate access.
Enter your activation code and you'll be asked to create a User ID (If you have not previously registered) and a password. Your password should be a minimum of eight characters and contain at least one uppercase letter, one lowercase letter and one number.
My access has been suspended. What should I do?
You'll need to call us on 0845 606 0098 between 09:00 and 17:00, Monday to Friday. Please have your plan number ready when you call. We will send a temporary password to your mobile phone or by post.
Why can’t I see my policy details when I log in?
Our online services open in a new window. If this window does not appear, you may need to check any pop-up blocking software you have installed and add our website address to your list of allowed sites.
If your pop-up blocking software is part of a firewall you have installed, please check with the software vendor on how to do this - most will have instructions on their company website. If it is your internet browser that is blocking the new window, you can find information on how to allow pop-ups here:
If the window is appearing but you can’t see the information you were expecting, call us on 0845 606 0098.
Calls may be monitored and/or recorded to protect both you and us and help with our training. Call charges will vary.
How do I change or update my details?
Please login to Online Servicing and select 'My Preferences' or 'My Details.'
What if I can't bring up details of an account?
Only active accounts appear on the Account List. If you have an account which you think should be displayed, but isn't, contact the relevant Customer Centre.
I need help using the site. What should I do?
If you have any difficulty using the site, call us on 0845 606 0098. We will be happy to assist you.
Calls may be monitored and/or recorded to protect both you and us and help with our training.
Call charges will vary.
How do I cancel my access?
If you decide to cancel your access to Online Services, you can do this after you log in by clicking on the 'My preferences' or 'My Details' option and selecting 'Cancel access'.
This cancellation has an immediate effect and should only be used if you do not wish to use the service again using your existing user ID and password.
I have received an email telling me that I have an important document available to view online
Log into online services with your user ID and password. Click on the ‘My document centre’ tab and you will be able to view documents. You have the option of saving these to your own PC.
The email address you provide will only be used by us to:
- process your application for registration;
- verify your identity
- set up security procedures
- enable you to access and use the site(s) and the services.
- contact you from time to time with relevant product and service updates, with your permission.
We have a responsible marketing policy and do not give your details, or details of related individuals, to any other company outside Standard Life group. You may be contacted by other companies within Standard Life group with details of other products or services. If you do not wish to be marketed in this way you can write to the Data Protection Co-ordinator at Standard Life House, 30 Lothian Road, Edinburgh, EH1 2DH or at the contact address of the Standard Life group company concerned (quoting your full name, date of birth and policy or account number if known).
Be aware that we will never contact you by email in order to ask you for your login, your password or any personal details.
I need help using the site. What should I do?
If you have any difficulty using the site, call us on 0845 606 0098. We will be happy to assist you.
Calls may be monitored and/or recorded to protect both you and us and help with our training. Call charges will vary.
Why are Standard Life's online services subject to opening hours?
We currently have system restrictions which don’t allow us to open 24 hours a day. However we are very much aware that this can be an issue. Our teams are currently working hard to improve this for our online customers.
Who do I contact if I have a technical query?
Please contact us on:
- All products: 0845 606 0098
Calls may be monitored and/or recorded to protect you and us and help with our training. Call charges will vary.
How can I stay safe online?
There are five simple steps you can take to help protect your home computer and allow you to browse the internet more safely.
Step 1. Keep your PC secure
You should ensure you have anti-virus software and a personal firewall installed on your computer and that you are running the most up to date version.
Spyware are hidden programs that contain malicious code that can record details of your internet activity. Make sure you’re able to detect and remove any of these programs using anti-virus software and other commercially available products.
A firewall can protect your computer from unauthorised access when using the internet.
Step 2. Keep your passwords and PINs secret
Don't give these to anyone, including your family members and friends. If you feel you need to record your PIN (personal identification number) or password somewhere, make a reasonable attempt to disguise it.
Step 3. Beware of spoof emails
Please be aware that Standard Life will never send out emails to existing customers that ask for security details or other confidential information from you.
When accessing our online facility, please ensure you login through this website - never go to any internet banking website from a link in an e-mail and then enter personal details.
If you receive an email that looks as if it has been sent from Standard Life requesting your Internet security or other confidential details, please do not respond to this or visit any site which the email may link to. You should forward the email to us on ukemails@standardlife.com and delete it.
Step 4. Install patches and security updates
Software companies frequently issue updates (known as a patch) to address security problems discovered in internet browsers and operating systems. You should keep your computer up to date with these by visiting the supplier's website or using update features installed within your existing software.
Step 5. Raise your awareness on safer home computing
The following websites provide further information on safer home computing:
Is your site secure?
We are dedicated to providing you with a secure online service. When you go to the online servicing page, you’ll notice that the internet address in your browser’s address bar changes from http to https. This means that all communications within that site are encrypted.
We also use Extended Validation SSL (Secure Sockets Layer) certificates on many of our secured websites, allowing you to clearly see when you access a secure webpage.
When entering a website that is secured with an EV SSL certificate, the URL address bar or text within the address bar will turn green offering greater assurance that you are visiting an authentic website.
Can anyone else see my account information? How do you keep my personal details private and secure?
Our online service is protected by the customer login procedure. Your unique internet User ID and 3 random characters from your password must be entered correctly before access is gained to account information. As long as these details are kept confidential to you, no-one else will be able to access your account.
Can more than one person use the same PC and still have their details kept private?
Yes, provided that they have set up their own internet User ID / password and have registered to use the service.
What encryption are you using?
We use 256 bit secure socket layer (SSL) encryption product to securely encode and decode the data flowing between your PC and our web server.
What measures are being taken to ensure that no viruses are passed over the internet?
No viruses can be uploaded to our website as we do not accept code and all data is carefully vetted before it is passed into the online servicing main systems.
How secure is the online servicing logon?
Standard Life protects your data being transmitted over the internet by making use of the Secure Socket Layer (SSL) protocol, which is a universal standard on the internet. An SSL session provides protection from interception and tampering of your personal data.
When you access our online service from the website, two processes occur:
- An SSL session is negotiated
- Your logon details are transferred, however this will not occur unless an SSL session is negotiated successfully.
The key to this process is to note that although the Standard Life home page is delivered in an unsecure manner, no personal details are transferred until an SSL session is negotiated which will ensure the information you provide Standard Life will remain safe and secure.
What happens if my computer internet session is dropped?
Until your computer is working again, you will be able to use our Standard Life telephone service. Transactions that you have requested electronically will be actioned and you can confirm this by contacting the relevant Customer Centre.
