Reference CID0003: Our website has accessibility issues

We have designed the NHS login website to be accessible and as simple as possible to understand for all users. Some content on our website does not meet the standard and we are working to fix this as soon as we can.

Contact us if you want to report any accessibility problems that are not listed on our accessibility statement, or to give us feedback on any issues you have seen.


Reference 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.


Reference 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.


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

If reference CID7023 is shown, this means the website or app you are trying to visit needs to connect to your GP surgery’s system and we have not been able to make that connection. If this happens to you, there are a number of possible reasons why.

You have already set up an NHS login

The details we use to make the connection have already been used 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 may have connected that NHS login to your GP surgery’s system. We can only connect one NHS login to your GP surgery’s system.

If you want to change the email address on your NHS login you can do so in your NHS login settings.

The details we use are invalid

The details we use to make the connection are invalid.

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.


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

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.


Reference CID7100: Unable to connect to your GP surgery’s system

If reference CID7100 is shown, this means the website or app you are trying to visit needs to connect to your GP surgery’s system and we have not been able to make that connection.

There could be a problem with your details, or with your GP surgery's system.

Contact us so we can check you have been given the right registration details. You will need to tell us the email address you use for your NHS login.