1. Identify the Error: Determine which platform (e.g., NestPension or SmartPension) you’re using. Visit the relevant help center:
NestPension: Help Center
SmartPension: Support Center
2. Follow Help Center Instructions: Access the help center’s instructions for fixing contribution errors. If unresolved, contact their support.
3. Troubleshoot Independently: If issues persist, reach out to support.
Common errors
Nest
The information you've entered for this member doesn't match this schedule. Please check that the earnings period for this member matches this schedule. You should also check that the payment source or start date for this member matches this schedule.
Steps to fix:
This error can occur when people have been enrolled with Nest, and then Nest hasn't processed the enrolment before it tries to update contributions
As a result, try "retry submission" (you may need to wait a couple of hours, as Nest takes a while to update).
If this fails, contact Nest's customer support to resolve
current setup does not have one payment source and a source isn't set in config
Steps to fix:
1. The error will have more than one payment sources listed in brackets. For example [{1234567 Bank name DD AC} {1234567 Bank name DD AC}]
2. Decide which bank you wish to use to pay your Nest direct debit
3. Go the the Pension Configuration tab, "Update", then enter the number of the bank you wish to use (e.g. 1234567) as the payment source reference.
4. Go back to the "Submissions" tab.
5. Try "retry submission" (you may need to wait a couple of hours, as Nest takes a while to update).