Making an appointment with the Pension Fund via the Internet and by phone

For what questions can I make an appointment with the Pension Fund?

Making an appointment in advance allows you to independently and finally decide on the topic of the meeting with a Foundation specialist.
For these purposes, it is not always necessary to provide personal information and take a ticket to wait in line. But identifying the purpose for which you need to get help from a qualified employee is the main task. In general, citizens are registered in the following cases:

1. Find out the size of the increase after indexation.
2. Make an initial calculation, recalculate payments and debts.
3. Find out why financial support was denied.
4. Establish the amount of social, labor or insurance (including military, etc.), funded pension benefits.
5. Apply for a separate service (for example, receive a certificate for maternity capital).
6. Remake any documents.
7. Prepare an account statement.

Some specific questions for which you also need to register in advance to receive the service:

• submitting applications asking for permission to manage benefit amounts (family capital, for example);
• surcharges;
• information about indexation of specific accounts;
• receive an inheritance in the form of lost pensions;
• make a statement about the account balance;
• correct the calculation of pensions if deadlines were violated, amounts were calculated incorrectly, etc.

Required documents

Gather the following documents in advance:

• passport of a citizen of the Russian Federation;
• work book;
• certificate of average monthly earnings for 5 years.

How to apply?

First you need to find a service that suits your situation.

1. After logging into the State Services portal, go to the Services section.
2. Find the Pension Fund department in the Authorities tab and follow the link.
3. Review the list of available electronic services and select the option you need.
4. If necessary, fill in the fields indicating personal data, document details and bank accounts, attach files, scans or photographs
5. Check all the data and send the completed application to the Pension Fund.

For example, an electronic pension calculator will allow you to roughly calculate your future pension. In the section Establishing a pension, you can submit an application for a pension. You can also here:

• Apply for a maternity capital certificate.
• Request an extract on the provision of social assistance.
• Receive an extract from the electronic work record book.
• Dispose of previously issued maternity capital.
• Request notification about the status of your personal account.

The current list of electronic services is presented in the menu Services – Authorities – Pension Fund after successfully logging into your State Services account. In the same menu you will find non-electronic services - here you can download and fill out applications, get information about the procedure for providing certain services.

Certain types of services are provided by local branches of the Pension Fund. To see them, go to the menu Services – Authorities – Pension Fund, then go down to the Territorial Bodies tab. In this section, applications provided by regional offices are submitted.

How to make an appointment at the Pension Fund of Russia

People of retirement age, future retirees and working people sometimes need to visit a pension fund branch on certain issues. If you need to visit the Pension Fund, making an appointment online will help you save time. Not so long ago, large organizations like the Pension Fund of Russia were associated with endless queues, but now you can remotely select a date and time of visit that is convenient for you. There are several ways to make an appointment at the Pension Fund branch.

Additional projects from the Pension Fund of Russia

The Pension Fund of the Russian Federation has several other projects operating on partner platforms. It also provides a personal account and many useful electronic services. Here is a list of the most popular such sites:

• Information about pensions for schoolchildren: //school.pfr.gov.ru/ ;
• Unified State Information System of Social Security: //egisso.ru/site/ ;
• Federal Register of Disabled Persons: //sfri.ru/ .

General procedure for making an appointment with the Pension Fund via the Internet

To register with the Pension Fund via the Internet, you must complete the following steps:

Step 1 . Go to the official website of the Pension Fund and click on the “Personal Account” button. A list of electronic services provided by the Pension Fund will appear.

Step 2. Scroll to the bottom of the page and click on the “Make an appointment” link.

A form will appear to fill out, consisting of five points: location, topic of reception, information about the applicant, date and time, consent to data processing. After filling out each item, the “Next step” button lights up, which starts checking the data and opens access to the next item.

After filling out the form, click on the “Make an appointment” button.
Attention! A citizen does not need to fill out the “Applicant Data” item if the pre-registration will be carried out through the user’s personal account. In this case, the information is entered automatically.

Pension Fund (PFR) hotline telephone number

There is no single hotline. You need to select your region from the table below.

Support phone number (each region has its own number) : https://www.pfrf.ru/contact/

For contact information, visit the official website of the Pension Fund. Then select your region of residence using the list provided. Click the "Contacts" button and receive the information you are interested in. You will see a list of district divisions. Click on the branch name to view the opening hours and telephone number.

Types of entry into a pension fund

The Pension Fund of Russia is included in the list of organizations involved in providing certain services to Russians. People of retirement age, recipients of maternity capital, as well as people who want to apply for SNILS contact it every day.

Depending on why a citizen needs to get an appointment at the Pension Fund, he can make an appointment with:

• customer service employees;
• employees and heads of specialized departments (for example, an employee of the department for registration and recalculation of pension benefits);
• management of the PFR unit.

You can make an appointment with the Pension Fund using the following methods:

• through an account on the Pension Fund website, using the government services website;
• by telephone call;
• by visiting the Pension Fund office and receiving a coupon.

By phone

Reference! To register with the Pension Fund by phone, you need to call 8-800-302-23-02.

This is a single multi-channel customer service telephone. When calling, you must inform the operator of the nature of the request, as well as your place of stay, so that the Pension Fund employee can register you at a nearby institution.

Come in person

This is the simplest method in its essence, but the most time-consuming. You come to the Pension Fund institution where you want to get an appointment and take a coupon from a special terminal. You can also approach the informant, who will give you a coupon.

When receiving a coupon at the terminal, you will need to not only provide your details, but also select the date and time of your appointment . If you can’t sign up for a while, don’t be surprised. This means that another person is already booked for that time. An electronic queue is no different from a regular queue, except that you don’t need to waste your time standing idle in it.

On the site

To pre-register with a pension fund via the Internet on the official website, follow this algorithm:

1. Go to the Pension Fund website.
2. Go to the “Personal Account” section. A list of services provided by the Pension Fund will be shown.
3. Click on the “Make an Appointment” button (located at the bottom of the page).

Make an appointment on the Pension Fund website

You will be shown a data entry form. Fill it out. It includes the following items:

1. Reception place . Enter the name of the Russian region you are in. Then indicate the institution you would like to visit.
2. Subject of the appeal . Please indicate why you are contacting the Pension Fund. Employees of the institution will be able to prepare for the reception in advance and fill out the necessary paperwork. Thanks to this, you will not waste extra time.
3. Information about the applicant . If you are logged in, you will not need to enter your personal information. Otherwise you need to specify:

• what group of users do you belong to (individual, individual entrepreneur, representative of a legal entity);
• your full name;
• your phone number.

1. Date and time of visit to the Pension Fund . Occupied “places” in the electronic queue are marked in red.

Be sure to save your application number. This will allow you to cancel or change your application for admission. If you are an authorized user, you do not need to save your application number; it will always be available in your personal account.

How to make an appointment online?

You should also use the official page to make an appointment. To carry out this operation, you also need to log into your personal account, and in the electronic services tab you must select an appointment. Once your application has been successfully submitted, you will receive confirmation in writing or electronically.

Through government services

The procedure for making an appointment with the Pension Fund is simple; even an inexperienced Internet user can figure it out. Follow this algorithm:

1. Transition to the web portal of government services.
2. Authorization in your personal account.
3. Go to the “Authorities” section.
4. Selecting the “Pension Fund” item.
5. Selecting the desired service. The following options are available:

• receiving a document for maternity capital or ordering a duplicate copy of it;
• obtaining an extract on the provision of social assistance from the federal register of citizens who are entitled to it;
• checking the status of a personal account in the Pension Fund;
• maternity capital management;
• filing an application for registration of pension provision, recalculation of the pension amount, transfer from one type of pension to another.

1. You will be automatically redirected to a page where the service you have chosen will be described in detail. You need to select the “Record with the department” item.
2. Pressing the “Make an Appointment” button.
3. A form will appear in which you need to enter information about yourself. Most of the data will be entered immediately, since you have already indicated it when registering on the site. After entering the data, select the locality where you are located and the PFR unit you need. Do not forget to indicate the essence of the appeal and your status (individual, legal entity, individual entrepreneur).
4. Selecting the date and time of the appointment.
5. Click on the “Register” button.

If necessary, you can cancel the electronic ticket. You can delete an entry in the same section where you created it. The cancellation procedure is as follows:

1. Click on the “Cancel or reschedule appointment” button in the “Make an appointment” section.
2. Indication of the locality in which you are located.
3. Indicate your phone number.
4. Pressing the “Find Record” button.

Few would argue that making an appointment with the Pension Fund online is a very useful opportunity. At the same time, you can be sure that a specialist will be waiting for you at the time you choose.

The government services website is designed specifically to simplify the interaction between citizens and employees of budgetary organizations. First of all, online registration will be useful for older people who find it difficult to issue a coupon by visiting the Pension Fund in person. Family members of a retiree can help them make an appointment online. The main thing is to have an account on the government services portal.

How to find the Pension Fund in State Services

A user registered on the Portal who has passed the identity verification procedure can register with the Pension Fund of Russia through State Services; the account status must be “Confirmed”.

To start working with the portal on the website https://www.gosuslugi.ru, you need to log in to the system by entering your login (phone number or e-mail) and password.

After successful authorization, you can use the service catalog to go to the section with services provided by the Pension Fund. To do this, in the top panel of the start page you need to select “Services”, in the catalog that appears, open the “Authorities” tab and click “PFR”.

Why can you use an entry to the Pension Fund through State Insurance?

Pre-registration for an appointment with the Pension Fund through the Gosulsug portal is valid only for a limited list of pension fund services. These include:

• assignment of pension;
• issuance of a state certificate for maternity (family) capital;
• accepting applications for the use of maternity capital.

The specified services are listed in the Pension Fund catalog that opens; you can go to the registration for registration of each of them by clicking on the corresponding button with the name of the service.

Registration in the pension fund through State Services to receive a certificate for maternity capital

If the purpose of visiting the territorial office of the Pension Fund of Russia is to issue a certificate for maternity capital, then to make an appointment you need to select the section “Certificate for maternity capital”.

On the page that opens, you must select the type of application - primary for the original MSK certificate or for its duplicate.

The next page contains information about the service provided by the Pension Fund, the timing and cost of its provision (for obtaining an MSK certificate - free of charge within 30 days). To go to the pre-registration page, go to the “Type of receipt” section and click on the “Make an appointment” button that appears.

After going to the record page, you can check the completion of the “Your personal data” form. Information about the applicant's full name, date of birth and contact information is entered there automatically from the user profile. If there are inaccuracies or errors in the data, you must correct the information in your personal account by clicking “Change profile data.”

Next, in the second section of the page, you need to indicate directly the territorial body of the Pension Fund of the Russian Federation, with which the preliminary registration is being made. You can select a branch of the pension fund by using the search (enter the name of the district), selecting from the list or using the map.

Next, you need to select the date and time of the planned visit; to do this, click the “Select appointment time” button that appears.

Next, select the date and time of your visit to the Pension Fund, after which the Portal will ask you to confirm the information about the appointment:

After confirmation, the entry will be registered in the system, the next step is a visit to the Pension Fund along with the necessary documents.

Making an appointment with the Pension Fund for the use of maternity capital

The procedure for making an appointment with the Pension Fund through State Services in this case will not differ significantly from that described above. It is necessary to consider who exactly can apply for this service.

The owner of the MSC certificate (mother, father) or his legal representative can apply to the Pension Fund for the disposal of maternity capital funds. The use of maternity capital can be carried out in different directions, the choice of section for making a preliminary registration depends on this:

After choosing the type of service, further steps to make a preliminary appointment will not differ from those described in the previous section.

5. Making an appointment with the pension fund to establish a pension

You can make a preliminary registration with the Pension Fund for registration of a pension through the State Services Portal by selecting the “Establishing a pension” section. Next, you need to select a service from the proposed list. You can register with the Pension Fund to receive three of the four services presented:

• Establishing a pension
• Transfer from one pension to another
• Recalculation of pension amount

After selecting the required service, the steps for registering with the Pension Fund are the same as described in section 3.

What documents are needed after registering with the Pension Fund through State Services?

It is necessary to appear at the selected territorial office of the Pension Fund of Russia on the appointed day and time with a complete package of documents.

To provide any of the services during a personal meeting, the Pension Fund will require the visitor to:

• Passport
• Certificate of pension insurance (SNILS)

The list of other documents depends on the service that needs to be received and for the registration of which a corresponding entry was made on the State Services Portal.

1. Documentation to receive a maternity capital certificate:
   children's birth certificates;
2. documents presented when the father applies for a certificate (mother’s death certificate, certificate of deprivation of mother’s parental rights, etc.);
3. documents presented when children apply for a certificate (death certificates of parents, certificates of deprivation of parental rights, etc.).

1. List of documents for the disposal of maternity capital funds depend in turn on the purpose for which the “mother’s money” will be directed.
   If the MSK is sent for the education of a child, then these are copies of contracts with the educational institution;
2. If the MSK is sent to the mother’s future pension, then this is only a copy of the MSK certificate;
3. If MSC is sent to improve living conditions, then the list of documents increases significantly and depends on the type of such improvement. When purchasing a home, for example, a purchase and sale agreement is required; when applying for a home loan, a loan agreement, a mortgage agreement, etc.

1. Documents required to receive services related to establishing a pension, also depend on the specific service.
   When establishing a pension and transferring from one pension to another: documents on length of service, documents confirming pension rights and others, depending on the situation;
2. When recalculating a pension - documents confirming the applicant’s right to recalculation.

A complete list of necessary documents with explanations is contained on the State Services Portal; it becomes available for viewing when selecting a specific service:

What you need to know when enrolling in a pension fund through State Services

The Pension Fund has established certain rules for the provision of services to applicants who have registered with the State Services. They need to be taken into account in order to avoid conflict situations:

• If a visitor is late by 10 minutes or more, the appointment is canceled and the service is provided on a first-come, first-served basis;
• If the employee of the territorial body responsible for processing the service chosen by the visitor is busy, then the Pension Fund reserves the right to shift the reception time, but not more than by 30 minutes;
• The provision of services at the time selected during pre-registration can only be carried out if the visitor’s passport data fully matches the data specified when making an appointment on the State Services portal;
• The visitor must contact an employee in the hall of the Pension Fund of the Russian Federation with the coupon number to receive further instructions (which window to approach, in what order, etc.)

Login to the PFR personal account for individuals on the official website pfrf.ru

Individuals enter the Pension Fund profile through an existing State Services account. To do this, on the Pension Fund website, on the left, go to the “Citizen’s Personal Account” section.

Login to your account

Attention! The portal of the Pension Fund of the Russian Federation is uniform throughout the country. When logging in, it automatically detects the user's region. Therefore, when visiting your personal account, it does not matter where you live: Omsk, Kirov or any other city in the country. No need to select a region .

Login to your personal account for a pensioner

Pensioners can log into their PFR personal account in the same way as the working population. That is, for this you will need a confirmed account on State Services. The procedure is related to the safety of personal information, since the data is confirmed personally by the user on the Unified Identification and Automation System. Only after this is information available on social savings, payments, etc.

Login to the Personal Account for a citizen who pays insurance premiums

All officially employed citizens are considered payers of insurance premiums. Depending on their salary level and length of service, they accumulate points that affect the size of their future pension. In your PFR personal account, you can track your existing savings and calculate the amount of future social payments. In order to log into your account, you need to have a verified account on State Services. Authorization is carried out through the Pension Fund website.

Login via State Services

Anyone can log into their Pension Fund account. The main thing is that the citizen has a confirmed account on the ESIA State Services.

After clicking on the “Citizen’s Personal Account” button located on the left on the main page of the Pension Fund, the service page will open. It will display a list of all online services provided by the Pension Fund. You need to select the section and direction you are interested in.

After this, the system will offer to go through authorization through an existing confirmed profile on State Services. You need to click on the “Login” button and fill in the username and password for the Unified Identification of Authorities and Authorization. After which you will be automatically redirected to your Pension Fund account.

Login using SNILS

Regardless of age, every Russian citizen has a SNILS. This document is a personal identifier in the Russian Pension Insurance system. The number is assigned once and does not change even if the last name is changed. It is through this that you can enter the personal account of the Pension Fund of the Russian Federation.

As described above, authorization is carried out only through the State Services portal. After the login form appears, you need to select the “by SNILS” option, and then enter the document number as your login.

Password recovery

If you have forgotten or lost your password for your State Services account, you do not need to go through the registration procedure again. Use a data recovery service. To do this, in the ESIA login form below, you need to follow the appropriate link.

Restore password

The SNILS number or user contact information is always used as a login. You must provide this information for verification. After this, follow the system prompts and it will help you update your password.

I can’t log into my personal account, what should I do?

Sometimes users on various forums complain that they cannot log into their PFR personal account. Most often, the reason lies in technical work on the server. Usually in this case a corresponding notification appears. In such a situation, you need to attempt to log in after a few hours.

In some situations, problems with authorization and full operation on the site may be due to an outdated browser. Update it to a new version or reinstall another one. The PFR platform works best with Google Chrome.

Step-by-step instructions for filling out the pre-registration form online

Pension Fund - making an appointment via the Internet is carried out according to five points. Each of them is filled in in order of priority.

Reception location

For users who are not registered in the Unified Identification and Logistics Agency (“State Services”), an image with a code will appear. This identification procedure eliminates robots and system hacking. If the Latin letters and numbers indicated in the picture do not match the code printed in the empty field, you will not be able to proceed to further filling. The system highlights the error in red.

If you log in through a personal profile, the visitor will not have to take a computer test. In this case, filling begins with the indication of the subject of the Russian Federation. This could be: region, republic, district or region.

After filling out the subject, the branches of the Pension Fund of Russia pop up. Here you should select the Pension Fund division at your place of residence from the list and click on the “Next step” button.

Reception theme

Here you need to select your reason for contacting from the list. For convenience, you can start entering the name of the topic of interest in the empty field.

Applicant details

The following fields are required to be filled in:

• user category (individual, individual entrepreneur or representative of a legal entity);
• surname;
• Name;
• contact number.

The remaining columns are filled in at the user’s request or automatically if he fills out an application through the Pension Fund’s personal account.

Date and time of reception

This paragraph presents a calendar in which you must specify the day of the month. The remaining coupons will be displayed below. If the date or time is not specified, the system will prompt you by highlighting the item in red.

Consent to data processing

At this point you need to check the box and click make an appointment. After this, a message will appear with the record number and information about the applicant.

How to register on the Pension Fund website

As mentioned earlier, many Pension Fund services can be used electronically. You will need to register your profile on the main web resource. For this purpose, the ESIA platform (State Services) is used.

The site provides several registration methods using various services. We propose to examine each of them in more detail.

Online via bank

1. Go to the following web address: //esia.gosuslugi.ru/registration/ .
2. Select "Online via Bank".

3. Select the bank through which you plan to register. If there is no suitable option, then use the link “My bank is not on this list.”

4. After this, the system will direct you to the official website of the selected bank, where detailed instructions for registering for State Services will be provided. In the case of Sberbank, the procedure is as follows: Open the Sberbank mobile application.
5. Start entering the combination “Registration with State Services” in the search bar, as shown in the screenshot.

6. Select the desired option from the search results.

7. Read the terms of service and use the “Register” menu.

8. Check your personal data (full name, passport number and mobile phone). If they have changed recently, then tap on “My data has changed.” If not, select Continue.

9. At the next stage, you must indicate SNILS, department code and email address. Having done this, click on “Continue” again.
10. All that remains is to confirm the action using the code sent to the specified SIM card. After this, you will receive a password to log into your profile through the Unified Identification and Logistics System.

Through fund offices

Another way to create a profile on State Services is to personally appear at the nearest citizen relations office. To do this, just follow these steps:

1. Follow the link: //esia.gosuslugi.ru/registration/ .
2. Use the “Through the Service Center” link.

3. An interactive map will open with all service centers for electronic government services. All that remains is to choose a suitable address and show up there at a time consistent with your work schedule. The main thing is to be on the list.

Another way to register

If the previous options are not suitable, then you can use the classic registration method.

1. Use the direct link: //esia.gosuslugi.ru/registration/ .
2. Use the “Another registration method” link.

3. Please provide the following information:
   FULL NAME;
4. SIM card for communication;
5. Email.
6. After filling out all the fields, click on the “Register” menu.

7. A message with a special combination will be sent to the specified SIM card. Enter it in the appropriate field and click on “Continue”.

8. Now you need to come up with a password and confirm it. If it’s difficult to do this yourself, click on the “Generate password” link to get a secure combination.

9. From this moment on, your personal account will be created. All that remains is to fill in your personal information and start using electronic services, including the Pension Fund.

How to cancel an appointment?

Deleting a coupon or rewriting it is carried out in the same section. To cancel or change information you must:

• go to the “Make an Appointment” section and click on the “Cancel/Reschedule Appointment” button;
• In the window that appears, indicate the subject of the Russian Federation;
• enter the coupon number;
• indicate your cell phone number;
• Click “Find Record”.

After this, the search results will appear. The user will be able to change the parameters of the pre-registration or permanently delete it.

How are citizens accepted using electronic numbers?

Branches of Pension Funds operate according to the same system. There are live queues and electronic service. In the branches themselves, people who come without an appointment need to take a number through the terminal and wait for the coupon number to appear on the electronic display.

In case of pre-registration, the user will not need to take another number from the terminal. Electronic recording allows the client to go to the window indicated on the coupon and report his arrival. After some time, the applicant will be invited to an appointment.

In those branches where an electronic system for processing electronic numbers has been established, visitors may not report their arrival. Their coupons are displayed on the screens.

If a citizen is late or does not report his arrival, the Pension Fund has the right to refuse admission. The applicant will have to go to the live queue and wait for service according to the rules common to all.

If a visitor who arrives at the appointed time and announces himself still has to wait or is denied service, he should contact the Pension Fund hotline 8 800-302-2-302 with a complaint about the Pension Fund and the employee. Such cases make it possible to improve the electronic service system and reduce the number of waiting people who arrived without license plates.

Reception features

All PFR branches in the regions operate in the same way, and all have both live and electronic queues. If a person has not signed up in advance, he needs to take a number in the terminal, but there will not be the time that was taken in electronic format; in the future, he must wait until the client’s turn comes.

Pre-registration allows a citizen not to receive a coupon at the terminal; he can go to the window and report his arrival, and soon he will be invited to an appointment in the office. Some departments do not require such notification, and people’s coupons will still be displayed on the monitor, inviting them to an appointment by appointment.

If a person is late for an appointment at the Pension Fund, or if he does not report his arrival, although he was obliged to do so, Pension Fund employees have every right to refuse to serve him. Then you will need to use a live queue and you will not be able to save time if you are late.

In some cases, officials may refuse a citizen who came to the appointment on time and notified about it in advance, then a violation occurs. If just such a situation arises, you should immediately complain to the Pension Fund, which can be done by calling 8 800 250 8 800 , but you must remember or write down the name of the employee who is violating the rules of service.

When a complaint is accepted, a citizen will be able not only to improve the service system, but also to punish the person responsible. The complaint should also be left if other citizens are accepted out of turn, or if the person was not refused, but was forced to wait until later than indicated on his electronic ticket.

Anyone can sign up for an appointment with the Russian Pension Fund, choosing a convenient place, date and time of visit. This will take a few minutes, and even if there is a live queue, you can skip it if the person has a pre-booked appointment online.

What can you write in a complaint against the Pension Fund of Russia?

Citizens have the right to leave a complaint about the actions or inaction of the Pension Fund or individual employees and authorized persons. You can complain about the following topics:

1. On the decision to calculate or recalculate a pension.
2. Problems with pension delivery.
3. Refusal to provide a public service or violation of the terms of its provision.
4. Requesting documents not provided for by law.
5. For violation of the deadlines for registering requests.
6. To demand payment for free services.

Sample complaint to the Pension Fund

To write a complaint correctly, we recommend following the sample given below.

Sample complaint to the Pension Fund (.doc)

Please note the information required:

• the name of the territorial body of the Pension Fund or the full name of the employee whose actions or decisions are being appealed;
• Full name, residential address and other contacts of the applicant (representative);
• description of the essence of the problem;
• the citizen’s arguments confirming his disagreement with the actions or decisions being appealed.

If desired, the applicant has the right to add documents, screenshots, photographs and other files to the complaint that prove his case.