NHS App Frequently Asked Questions (FAQs)

1. Firstly, please check which software version your phone is running. The NHS App requires iOS 15 or later, or Android 8 or later. You can find this information in your phone’s settings.
2. Next, open your app store and search for “NHS App” Select the app and tap Install. If the app is already installed and you see an Update button instead, please tap that to update it.
3. Make sure you have a stable internet connection (Wi-Fi or mobile data such as 4G/5G), as the app will not work without it.
4. If you’re still having issues, try restarting your phone and then attempt the download again.

If you can’t log in or have forgotten your password, tap “Forgotten your password?” on the NHS App. This will send you an email with a link to reset it.

Check your email for the NHS login message. Please note that it may take a few minutes to arrive. Once you receive the email, click the link and follow the steps to create a new password.

You can then log in using your email address and the new password you’ve just set. If prompted, enter the security code sent to you.

If you’re unable to prove your identity, there are several ways you can complete the verification process:

If these options don’t work, please contact your GP practice to check and update your details if anything is missing or has changed. You can also use a GP PIN letter if you don’t have any photo ID available.

If the NHS App won’t connect to your GP surgery, try the following steps:

1. Log out of the app, close it completely, and then restart it to see if you can access your services.
2. Check that you’re registered with the correct GP surgery in the app.
3. If you have recently changed GP surgery, please note that it may take a little time for your details to transfer across.
4. If the issue continues, contact your GP surgery and provide the exact error message appearing in the app so they can investigate further.

If you can’t see or order your prescriptions, it may be because some medicines do not appear in the NHS App for various reasons. These can include:

You can check your past requests in the app to see if the item is listed there. If a medication is missing or has been rejected, please contact your GP practice for further support.

If you can’t see your test results, you can access them under “Your Health” in the NHS App. Please note:

• Access may only be available from a certain date, so records prior to that date may not appear.
• Some items may not be shown in the app.

If you still cannot find your results, please contact your GP practice so they can check your online access settings.

If you can’t book or cancel appointments:

1. Open the “Appointments” section in the NHS App.
2. Use the menu to book or cancel your appointments.
3. If you are trying to book an appointment and it shows “no slots available”, this means your GP surgery currently has no online slots. In this case, you will need to contact your GP practice directly to arrange an appointment.

1. Make sure phone notifications are turned on in your device settings.
2. Log into the NHS App and go to your ‘Messages’ inbox.
3. Check the notification settings inside the NHS App to ensure messages are enabled. You can find this by tapping the person icon in the top-right corner of the NHS App to go to “Account” and clicking on notifications.
4. Open the app regularly to allow the messages to update.

If your account details are incorrect:

1. Tap the person icon in the top-right corner of the NHS App to go to “Account” and view your details.
2. You can update your contact details directly in the app.
3. To change your address or nominated pharmacy, please contact your GP practice by phone or via an online triage form.

If you have recently changed your mobile phone or email address, follow these steps:

• New mobile phone: Download the NHS App again and log in as usual. This should give you access to your NHS App account.

• New email address (with access to old email): Log in using your old email address and then update your email in the “Login & Security” section of the app.

• New email address (without access to old email): You will need to follow the steps for an Account Replacement here: Account replacement guidance for users – NHS England Digital

• Shared email addresses: Please note that each person will need a separate email address to use the NHS App.

If you want to use the NHS App on behalf of your child or someone you care for, you’ll need to ask the GP practice for proxy access. This allows you to order repeat prescriptions and manage their health information for them.

You and the patient must be registered at the same GP practice, and the patient must agree before the request can be approved.

If your GP practice approves your proxy access, you’ll be able to view and manage your loved one’s NHS medical records through your own NHS App. Here is a step by step video on how to switch profiles once you get access: Switching Profiles- NHS

For more information on proxy access, visit: How to get proxy access – NHS