Log in help

Getting help and support with your online access

Important: changes which may affect you

We’ve recently updated the log in process for CS Online to make it easier to use.

Registering for the first time

When you first register to use our CS Online Services, we'll ask you to do this using your email address. You’ll then be able to log in within 30 minutes.

If you’ve already registered

If you’re already registered for CS Online and have been using an 8-digit Customer ID and 4-digit PIN to log in, we’ll now ask to you register again. In most cases, this means you’ll then be able to log in using your email address.

When you register, you will need the following details:

  • Your last name
  • Your email address
  • Your policy number (you’ll find this on your policy documents. This is not the same thing as your 8-digit customer ID)
  • National Insurance number
  • Date of birth.

Register on CS Online

If you’ve been unable to register

If you’re unable to register online, please call our Web Support Team on 0345 769 7888. We’re open from Monday to Friday, 9am–5pm. We’ll take you through the process while you’re on the phone.

When you call, please have your policy number to hand. You’ll find this on your policy documents. This is not the same thing as your 8-digit customer ID.

If you have an Investment ISA or Open Ended Investment Company (OEIC) and would like to check your policy value, call us on 0345 300 2244. We’re open Monday to Friday, 9am–6pm. There's also an automated service outside of these hours.

How to set a new password

As part of this process, we’ll ask you to set a strong password. It’s worth thinking about what you’d like to use. The password must include:

  • At least 12–20 characters
  • At least one upper case character
  • At least one number
  • At least one special character (don’t use ^, < >, [ ] or “ ”)
  • No more than three or more of the same, or consecutive, numbers or letters, e.g. 111 or 123, aaa or abc.
  • No common words or phrases like ‘Password1’ or ‘pa$$w0rd’ or ‘abcd1234’.

Before you call

We’re still receiving a high volume of calls at the moment. This means it may take a little longer than usual to answer your call. If you haven’t tried to register online yet, it’s worth trying this option first.

What product do you have Number to call Opening hours

Individual Pensions and Investments – CSOnline – Web Support Team
Individual Stakeholder Pensions, Personal Pensions, Retirement Account, Bonds, ISAs, OEICs
Click here to complete a CSOnline login help form

We're experiencing a high call volume. For guidance, please see the Important Changes above. If you need further support, please use our log in help form.

0345 769 7888
Please note: find out how you can also register online for this service by reading above.
Monday–Friday 9am–5pm
Workplace Pensions for Employees
Group Personal Pensions, Group Stakeholder Pensions
Email: supportme@scottishwidows.co.uk
0345 300 2443 Monday–Friday 9am–5pm
(If your policy number begins with ZU)
Email: workplacesavings@scottishwidows.co.uk
0800 032 1260 Monday–Friday 8am–5.30pm
Scottish Widows Bank
Mortgages and Savings
0345 845 0829 Monday–Friday 8am–6pm

Our guide to using CS online

If you have a question about your pension, you can get in touch with us by using our online general enquiry form.

When you can use our online services

In most cases, you can log into our online services from Monday to Saturday at any time, except 10pm–10.30pm. On Sundays, you can log in between 8am–6pm.

If you have one of the following Scottish Widows products, you can log in between 8am–8pm, Monday to Friday, and 8am–1pm on Saturdays.

  • Plan for Life insurance
  • Open-ended Investment Company (OEIC)
  • Individual Savings Accounts (ISA) product
  • Some bonds.

When you may not be able to use our online services

There are some policies which you can't access through our online services. These include any policy which:

  • Has more than 8 digits or letters in its policy number
  • Was set up before 1999
  • Is assigned or managed by trustees
  • Was set up for a child under the age of 18
  • Is affected by a Power of Attorney.

How to get the best online experience

When you log into our online services, it's best to use Internet Explorer. If you use another browser, you may not be able to access all our services.

What to do if you’ve lost your log-in details

If you’d like to reset your password, you can use the ‘Forgotten Password’ link on our login page. We'll send you an email which tells you what to do next. We'll need to ask you some security questions during this process, so make sure you have your policy number and National Insurance number to hand.

If you haven’t used our online services for more than three years, we’ll ask you to register again.

How to change your email address

If you’d like to change the personal email address you gave us when you registered for our online services, you can do this by filling in our online log in help form. We'll then get in touch to let you know what happens next.

What you can do online

Our online services allow you to:

  • Tell us about a change to your UK address or contact information
  • See the current value of your pension
  • See what your future pension income might be
  • In some cases, you may be able to set up a one-off payment into your pension.

You can’t use this service to withdraw funds from your pension. Contact us if you’d like to talk about your pension.

Service availability

Our eServices are available Mon–Fri 8am–8pm and Sat 8am–5pm. Some of our products may be available outside these hours.