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We can't find a record relating to this member for this employer account. Please check that the member has been enrolled and the information you have entered for them matches their record with Nest.

We’ll first check for the member’s National Insurance (NI) number in the incoming contribution file with the NI number on the Nest account and if it doesn’t match, we’ll check it with the Alternative Identifier. If the NI number is not updated or doesn’t match then we’ll check the Alternative Identifier in the contribution file with the Alternative Identifier on the Nest account. You’ll get this error message if:

1. The NI number in the contribution file does not match with the NI number or the Alternative Identifier on the Nest account.

You’ll need to check the member’s NI number from the ‘Manage workers’ tab of your Nest account. If you can’t find the member in the active workers list they might not be enrolled in the scheme. You can enrol them and then upload the contributions file. Please see How can I enrol my workers? for more information.

If the NI number is incorrect on the Nest account, you’ll need to update it from the ‘Manage workers’ tab. For information on updating member’s details please see How do I edit a worker’s personal details?

2. The Alternative Identifier in the contribution file does not match with the Alternative Identifier on the Nest account and the NI is incorrect or not updated.

You’ll need to check the member’s Alternative Identifier from the ‘Manage workers’ tab of your Nest account. If you can’t find the member in the active workers list they might not be enrolled in the scheme. You can enrol them on your Nest account and then upload the contribution file. Please see How can I enrol my workers? for more information on enrolling workers.

If the Alternative Identifier on the member’s record does not match with the one on the contribution schedule, you can update it. Please see How do I edit a worker’s personal details? for more information on updating a member’s Alternative Identifier.

3. If the NI number or Alternative Identifier does not match with our Nest record.

You’ll need to check the member’s NI number and Alternative Identifier in the contribution file, update the correct details and then upload it from the ‘Manage contributions’ tab. If you’re using a payroll software, you’ll need to update member’s details on their software and then request a new file.