Error messages and support

You already have an NHS account

You can only have one NHS account linked to one email address.

If you create a new NHS account with a different email address, we’ll let you know and ask you to log in to your existing account.

If you cannot log in to your existing account, for example because you’ve lost access to its email address, you’ll need to create a new NHS account.

Once you've passed ID checks and logged in to the new account, we’ll delete your other account.

Your medical records will transfer to the new one.

Other things you may need help with:

Reset my password

Change my email address

Delete my existing account

If you need further help, contact us.

There is an issue connecting to my GP

Unable to connect to your GP surgery’s system - Reference CID7023

If you see reference CID7023, the website or app you are trying to visit cannot connect to your GP surgery’s system. If this happens to you, there are some possible reasons why.

You have already set up an NHS login

We have already used your details to connect you to the website or app you were trying to visit. This can happen if you already have an NHS login with a different email address.

We can only connect one NHS login to your GP surgery’s system.

You can change the email address on your NHS login in your Login and security settings.

We have the wrong details for you

The details we use to make the connection are wrong.

This can happen if:
- you have changed GP surgery
- your GP surgery has changed systems
- you no longer have permission to use your GP surgery’s online services

If your GP surgery is in England, you can ask your GP for new registration details for their online services.

If you see reference CID7029, this means we cannot connect your NHS login to your GP surgery. There could be a problem with your details or with your GP surgery's system.

Contact us so we can find out what is causing the problem. You will need to tell us the email address you use for your NHS login.

I have not received an email with a security code

If you did not receive the confirmation email we sent you, check your spam or junk folders. Also, make sure that you entered the correct email address.

If you are using Gmail (Google mail)

Make sure emails get to your inbox by adding the email address noreply@login.nhs.uk to your contact list.

You can also read this page on problems sending and receiving emails in Gmail.

This will only delete your online NHS account and will not affect your medical records.

If you are using Outlook, Hotmail, or Live

Add the email address noreply@login.nhs.uk to your 'Safe Senders' list.

Changes to 'Safe Senders' can take 24 hours to update. You should then receive the confirmation email within the next 24 hours.

You can also read this page on problems sending and receiving emails in Outlook.

If you still have any problems getting emails from us, ask your email provider for help.

I have not received a text message with a security code

If you did not receive the 6-digit security code sent to your mobile phone, you should check that:

you have entered the correct mobile number
you have strong signal and are receiving text messages from other people
you have not blocked messages from us
you have turned on international roaming if outside the UK
your message inbox is not full

You can also try:

turning your mobile phone off and on again
removing and then reinserting the SIM card
changing the mobile phone number you use to receive security codes

If you still do not receive the code, contact your mobile network provider and ask why you are not receiving automated text messages.

To avoid the need for security codes, you can:

remember your device
set up a passkey
turn on face or fingerprint login when using the NHS App

If you need more help, contact us.

CID2011: There may be a problem with your NHS number

Every time you log in to a website or app using your NHS login, we check your NHS number. This allows us to connect you to your information securely.

If you see reference CID2011, this can mean there is a problem with your NHS number.

Every time you log in to a website or app using your NHS login, we check your NHS number. This allows us to connect you to your information securely.

If reference CID2012 is shown, this can mean your information has errors or it is being used by someone else. If this happens to you, your NHS login will be disabled.

There is a problem that we are looking into. You will not be able to use your NHS login until we have fixed it. This is to keep your health information secure.

We will keep you updated on progress.

If you have any questions in the meantime, contact us.