Some customers are currently experiencing issues when uploading pension contribution files to the Royal London portal. The problem arises when the file type changes from the standard CSV format to CSV UTF-8. When this happens, the file may be rejected by the system and fail to upload.

BrightPay developers are aware of the issue and are actively working on a permanent fix with Royal London. Until that’s in place, you can use a quick workaround to convert the file back to the standard CSV format that the portal accepts.

Temporary workaround: how to convert CSV UTF-8 to CSV (Comma delimited)

Follow these steps in your spreadsheet program (such as Microsoft Excel):

1. Open your contribution file (currently in CSV UTF-8 format) in Excel or another spreadsheet tool.
2. Go to File > Save As.
3. In the Save as type dropdown, choose CSV (Comma delimited).
4. Save the file and then upload this newly saved CSV file to the Royal London pension portal.

Once the file has been saved in the standard CSV format, it should upload without issues.

This is a temporary solution while a permanent technical fix is being implemented.