Error messages and support

There is already an account linked to my details

If you try to create an account and get a message that it already exists, it may be because there is already:

  • an account with the email address you tried to use
  • an account linked to the NHS number you entered, but with a different email address

You can try signing in with the email linked to this account.

If you cannot remember the email you used, check all your email accounts for an email from: noreply@login.nhs.uk.

Forgotten your password?

If you have forgotten your password, you can reset it:

  1. Visit NHS login settings and log in using the email address you used to create the account.
  2. Select Reset your password.
  3. We will send you an email with a link to reset your password.
  4. Select the link in the email to enter and confirm your new password.

For security reasons, we are unable to disclose any information about an account.

Change the email address you use to sign into NHS login

If you want to change the email address you use to sign into NHS login:

  1. Visit NHS login settings and log in using the email address and password you used to create the account.
  2. Select Login and security settings.
  3. Select Change email address.
  4. Enter your new email address.
Delete your existing account

If you want to delete your existing account:

  1. Visit NHS login settings and log in using the email address and password you used to create the account.
  2. Select Login and security settings.
  3. Select Delete my NHS account.

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

Contact us if you need further help.

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.

Contact us if you need help or if you still have problems.

We cannot connect your NHS login to your GP surgery - Reference CID7029

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.

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.

Contact us so we can try to fix the problem. You will need to tell us the email address you use for your NHS login.

CID2012: Your NHS login may have been disabled

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.

Contact us so we can try to fix the problem. You will need to tell us the email address you use for your NHS login.

CID2014: You cannot use your NHS login

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

What happens next:

We will update you by email. This usually takes 2 working days.

If it has been longer than 2 working days you can contact us.

The link to cancel the update to your phone number expires 24 hours after we email it to you.

We may have already updated the phone number you use to log in. In this case you would have received a confirmation email.

You can check or change your login and security settings in your NHS account.

Contact us if you did not mean to change your phone number, or you do not have access to it.

The link to cancel the update to your phone number will not work if you have already used it and cancelled the update.

You can check or change your login and security settings in your NHS account.

Contact us us if you did not mean to change your phone number, or you do not have access to it.