FAQs

Q. How do I know if I am able to register and log on to My LV=?
A. To be able to register and log on to My LV= you must have one of the following products;
LV= Flexible Transitions Account
LV= ISA
LV= Flexible Guarantee Bond
LV= Smoothed Managed Bond
LV= ISA Portfolio
LV= Junior ISA Portfolio
LV= Pension Portfolio
LV= Junior Pension Portfolio
LV= General Investment Account

If you are not sure if you have one of these products please check the information in the welcome pack you received when taking out the plan, or alternatively, contact one of our experts on the following telephone numbers who will be able to help:

Pension
0800 032 2990 (option 4) - For TextDirect first dial 18001
Our lines are open 09:00 - 17:00 Monday to Friday

Bond
0800 681 6292 (option 1) - For TextDirect first dial 18001
Our lines are open 09:00 - 17:00 Monday to Friday

ISA
0800 681 6292 (option 2) - For TextDirect first dial 18001
Our lines are open 09:00 - 17:00 Monday to Friday

LV= Platform Services
0800 032 9357 For TextDirect first dial 18001
Our lines are open 09:00 - 17:00 Monday to Friday
Q. What is the correct Policy number that I need to use to register for the first time?
  • A. If you hold a Pension plan when registering, your policy number should be between 5 and 7 digits followed by a short code. For example : 99999ABCD or 999999ABCD. If you are unsure please call one of our friendly pension experts on 0800 032 2990 (option 4) - For TextDirect first dial 18001 who will be able to help.
  • A. If you hold a Bond when registering, your policy number should be 10 digits with a letter at the start and end. For example : F00123456G. If you are unsure please call one of our friendly pension experts on 0800 681 6292 (option 1) - For TextDirect first dial 18001 who will be able to help.
  • A. If you hold an ISA when registering, your policy number should be 12 digits starting with the letter “I”. For example : I00123456G. If you are unsure please call one of our friendly pension experts on 0800 681 6292 (option 2) - For TextDirect first dial 18001 who will be able to help
  • A. If you hold LV= Platform Services product when registering, your policy number should be 12 digits starting with “LV”. For example :LV1234567-001. If you are unsure please call one of our friendly experts for Pensions, ISA and General Investment Account on 0800 032 9357 - For TextDirect first dial 18001 who will be able to help.
Q. What do I do if I have problems registering for the first time?
A. We have tried to make the registration process as simple as possible but if you do experience any problems setting this up for the first time please call one of our friendly pension experts who will be able to help.
  • • For Pensions - 0800 032 2990 (option 4) - For TextDirect first dial 18001
  • • For Bonds - 0800 681 6292 (option 1) - For TextDirect first dial 18001
  • • For ISAs - 0800 681 6292 (option 2) - For TextDirect first dial 18001
  • • For LV= Platform Services - 0800 032 9357 - For TextDirect first dial 18001
Q. It’s the first time registering for My LV= Account – how do I do this?
A. You can register for My LV= either using the online process or via post. If you wish to register online the process will normally take no more than 15 minutes. Alternatively, if do wish to register via post this can approximately 5 days or longer as we will need to send you a One Time Access Code via the post along with further details to complete the registration process.
Q. If I choose to register online what information will I need to provide?
A. We would always recommend registering using the online Identification and Verification (ID+V) route as this is the quickest and simplest route. To do this you will need to provide electronic evidence:
  • • A digital copy of either your driver’s licence or passport
  • • A digital copy of a utility statement or bill
  • • A digital “likeness” photograph
Q. If I choose to register by post what is a “One Time Access Code” and why do I need it?
A. The One Time Access Code is generated as part of the registration journey and will be sent to you by post to the address that we hold for you. You should receive the letter within 5 working days which will provide you with full instructions to complete the rest of the registration journey.
Q. What is a two-step verification and why do I need it?
A. To make this service as secure as possible you will be asked to register your mobile telephone so that we can send you a verification code each time you log on. This helps to ensure that information we hold about you remains 100% secure.
Q. I don’t have a mobile phone number, can I still register?
A. Unfortunately no, in order to register for the new My LV= account you will need to own a mobile telephone that is owned by you and registered in the UK.
Q. I no longer live in the UK, can I still register?
A. To register for the new My LV= account you will be required to reside in the UK with the UK address that we hold on our systems.
Q. What is a SIPP Bank Account?
A. As part of your pension with LV= we’ll set up a SIPP Bank Account for your plan. This will be used to:
  • • receive any contributions
  • • pay any fees and charges
  • • pay your income, if you use your plan for drawdown pension
  • • allow cash investments within the plan.

Call us

To contact one of our friendly agents please call on one of the following telephone numbers:

  • Pension
    0800 032 2990 (option 4) - For TextDirect first dial 18001
    Our lines are open 09:00 - 17:00 Monday to Friday
  • Bond
    0800 681 6292 (option 1) - For TextDirect first dial 18001
    Our lines are open 09:00 - 17:00 Monday to Friday
  • ISA
    0800 681 6292 (option 2) - For TextDirect first dial 18001
    Our lines are open 09:00 - 17:00 Monday to Friday
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Need some help?

If you need some help logging on, or have a specific query about the product you hold with us, please contact one of our friendly agents who will be help, or visit our FAQs.
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