This depends on the issue you're having when trying to log in.
Follow the guidance for:
- forgotten username or password
- no longer have access to telephone number or two-factor authenticator
- not received verification code
- security answer
Forgotten username or password
If you get the error message ‘invalid username or password’ this means you’ve entered the wrong details.
You must enter the details you created when you registered.
If you’ve forgotten your username:
- Select Forgotten username.
- Enter the email address used to register.
- Select Send username - your username will be sent by email.
If you’ve forgotten your password:
- Select Forgotten password.
- Enter your username.
- Enter the verification code sent to the email address you registered with.
- Create a new password.
It can take up to 24 hours to receive an email. Check your junk or spam folders if you've not received it.
If you've not received the email or have not verified your email address, you can enter one of the recovery codes you were given when you first registered.
If you incorrectly submit your details 10 times, the account will be locked. You must email nhsbsa.mynhspension@nhsbsa.nhs.uk to unlock your account.
No longer have access to telephone number or two-factor authenticator
You must use one of your recovery codes.
If you’re still not able to enter your account, email nhsbsa.mynhspension@nhsbsa.nhs.uk including all your personal details.
Not received verification code
You have one month from registering to verify your email address.
If it's expired, email nhsbsa.mynhspension@nhsbsa.nhs.uk.
Security answer
If your security answer had spaces or special characters, these will be removed.
Re-enter your security answer without the spaces or special characters.