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uk Money & financial emergencies pension payment stopped • retirement payment stopped • pension payment suspended • retirement income suspended • pension payment on hold • payment stopped pending verification • identity verification hold • proving identity for pension • proof of identity requested • pension provider identity check • retirement payment delayed • annuity income stopped • pension payment not received • missing pension payment • identity check for payment • pension payment frozen • stopped payment verification issue • pension administrator identity check

What to do if…
a retirement or pension payment is stopped pending identity verification

Short answer

Contact the organisation that pays you using a trusted contact route you choose (their official website, portal, or a phone number from a previous statement/letter) and ask exactly what identity check is needed and how to submit it securely.

Do not do these things

  • Do not use a “verify now” link from an unexpected text/email/call to upload ID—go to the provider’s official site/app yourself or use a number you already trust.
  • Do not pay any “verification”, “release”, or “admin” fee to restart a pension payment.
  • Do not send more personal data than they asked for (for example, sending a full bank statement when they only need a photo ID).
  • Do not change bank details repeatedly while you’re unsure what’s happening—confirm the real issue first.
  • Do not cancel essentials (rent/mortgage, energy, care) without first asking about hardship options and speaking to your billers.

What to do now

  1. Confirm it’s truly stopped (not just late). Check your bank statement for the usual payment date and whether anything shows as rejected/returned. Check your pension portal (if you have one) and any recent post for a message about “verification” or “security checks.”
  2. Identify who pays it (this determines the correct contact and process).
    • State Pension (Great Britain): contact The Pension Service about missing/stopped payments and what they need to verify your identity.
    • State Pension (Northern Ireland): contact the Northern Ireland Pension Centre.
    • State Pension (living abroad): contact the International Pension Centre.
    • Workplace/occupational pension, personal pension, or annuity: contact the scheme administrator/provider using the details on your latest statement/letter or their official website.
  3. When you reach the payer, ask these four questions and write the answers down.
    • “Is the payment stopped solely for an identity check, or is there another reason (bank details, address mismatch, account access)?”
    • “Exactly what documents/checks do you accept for this verification?”
    • “What is the secure method to submit them (portal upload, post, or certified copies)?”
    • “Will missed payments be back-paid once verified, and what timeframe should I expect?”
  4. Submit ID the safest way they offer (and keep proof).
    • Prefer official portal/app upload or a clearly documented postal route.
    • If using post, ask if certified copies are acceptable and use tracked delivery. Keep copies/photos of what you sent and the date.
  5. If you’re short of money right now, say that on the same call. Ask whether they can expedite verification, whether there’s an urgent/hardship process, and what they can do to prevent missed payments causing arrears.
  6. Treat “verification holds” as a prime moment for scams—do a quick scam-check.
    • If anyone pressures you, asks for money, or asks you to “prove identity” on a link they sent, stop and re-contact the payer via official channels.
    • If you’re dealing with a financial firm/adviser you didn’t choose (or you’re unsure it’s real), check whether they’re authorised before sharing details.
  7. If you suspect impersonation, account takeover, or a pension scam, report it and tell the payer’s fraud team.
    • England/Wales/Northern Ireland: report cybercrime/fraud via Report Fraud.
    • Scotland: report fraud via Police Scotland (101). Also ask the payer to note your account for potential impersonation and to explain what extra security they can add.
  8. If the payer is slow or unclear, start the complaint route early (in writing).
    • Ask them for their formal complaints process (often called an IDRP for schemes).
    • Providers typically have up to 8 weeks to give a final response.
    • If unresolved after that, escalate to the appropriate ombudsman route (for example, The Pensions Ombudsman for how schemes are run/administered; Financial Ombudsman Service may apply for complaints about regulated firms/advice on personal pensions/annuities).

What can wait

  • You do not need to decide today whether to transfer your pension, switch products, or change providers.
  • You do not need to gather every possible document—first find out exactly what they will accept.
  • You do not need to “fight the whole case” right now; focus on restarting payment and getting a clear written timeline.

Important reassurance

Identity checks and security holds can happen even when you’ve done nothing wrong—often after routine reviews or mismatched details. The fastest, safest route is usually: you initiate contact via an official channel, provide the minimum required documents securely, and keep a written record.

Scope note

This guide covers first steps to stabilise the situation, restart income, and avoid scams. Longer disputes, compensation, or complex pension issues may need specialist help.

Important note

This is general information, not legal or financial advice. Processes and timelines vary by pension type and provider, and some checks are required to prevent fraud.

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