Reference CID1004: We do not know which website or app you are trying to access

If reference CID1004 is shown, this means we do not know which website or app you are trying to access. This can happen if you try to log in directly from a web search engine, bookmark or your browser history.

To try again, you should go to the website or app you want to access and select Continue with NHS login.

Make sure you go to the main website or app of the service you want to access. Avoid using bookmarks or links from your browser history.


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 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.


Reference CID2024: There is a technical issue on our side

If reference CID2024 is shown, this means we do not know what website or app you are trying to log into. This is a technical issue on our side.


Reference CID7020: Unable to connect to your GP surgery’s system

If reference CID7020 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.

To connect to your GP surgery’s system, ask your GP surgery for your registration details for their GP online services.

You will need:

  • Linkage Key (sometimes called passphrase)
  • O.D.S. code (sometimes called organisation code or practice I.D.)
  • Account I.D.

Once you have these details, log into the website or app you were trying to access again. You will see the same message with reference CID7020. It will ask you to try another way to connect your NHS login to your GP surgery. Select this and then select ‘Enter your registration details’.


Reference CID7021: Permission to use your GP surgery’s online services

If reference CID7021 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.

This might be because you do not have permission from your GP to use your GP surgery’s online services.

You should ask your GP surgery to check if you are able to use their online services.


Reference CID7022: Unable to connect to your GP surgery’s system

If reference CID7022 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.

To connect to your GP surgery’s system, ask your GP surgery for your registration details for their GP online services.

You will need:

  • Linkage Key (sometimes called passphrase)
  • O.D.S. code (sometimes called organisation code or practice I.D.)
  • Account I.D.

Once you have these details, log into the website or app you were trying to access again. You will see the same message with reference CID7022. It will ask you to try another way to connect your NHS login to your GP surgery. Select this and then select ‘Enter your registration details’.


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 are trying to visit.

This can happen if you have already set up an NHS login using a different email address. We will have connected that NHS login to your GP surgery’s system. You can only connect 1 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

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 CID7024: Unable to connect to your GP surgery’s system

If reference CID7024 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.

This is because we are having some technical problems. Please try again later, or you could try another way to connect by asking your GP surgery for your registration details for their GP online services.

You will need:

  • Linkage Key (sometimes called passphrase)
  • O.D.S. code (sometimes called organisation code or practice I.D.)
  • Account I.D.

Once you have these details, log into the website or app you were trying to access again. If you see the same message again with reference CID7024, select the option ‘if you keep getting this message’. Then select ‘Enter your registration details’.


Reference CID7026: Unable to connect to your GP surgery’s system

If reference CID7026 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.

This could be because we are having some technical problems or your GP surgery’s system is currently unavailable. Please try again later, or you could try another way to connect by asking your GP surgery for your registration details for their GP online services.

You will need:

  • Linkage Key (sometimes called passphrase)
  • O.D.S. code (sometimes called organisation code or practice I.D.)
  • Account I.D.

Once you have these details, log into the website or app you were trying to access again. If you see the same message again with reference CID7026, select the option ‘if you keep getting this message’. Then select ‘Enter your registration details’.


Reference CID7027: Unable to connect to your GP surgery’s system

If reference CID7027 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.

This could be because we are having some technical problems or your GP surgery’s system is currently unavailable. Please try again later, or you could try another way to connect by asking your GP surgery for your registration details for their GP online services.

You will need:

  • Linkage Key (sometimes called passphrase)
  • O.D.S. code (sometimes called organisation code or practice I.D.)
  • Account I.D.

Once you have these details, log into the website or app you were trying to access again. If you see the same message again with reference CID7027, select the option ‘if you keep getting this message’. Then select ‘Enter your registration details’.


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.