NHS App trouble shooting guide

This guide includes troubleshooting for common NHS App issues that patients may ask about, and explains more about how the NHS App works in practice.

The NHS App mirrors what is in your GP clinical system.

Device compatibility and versions our NHS App support covers:

Android: Version 8 (Oreo) and above, with devices that have a front-facing camera
Apple iOS : Version 15 and above

GP practices permissions for the NHS App and error codes

Guidance for GP practices about practice and patient permission levels and App Error Codes explained.

Patient verification levels and proving identity

P0, P5 and P9 verification levels and how patients prove their identity to connect their NHS App to the practice.

Patients can’t log in to the NHS App or connect to the GP practice

Guidance for GP practices on when patients can’t log in to the NHS App, connect to the surgery or get error codes relating to this.

Account replacement guidance for users

Guidance for patients on how to set up a new account if they can’t access their email and have forgotten their password, without raising a ticket to the help desk.

Turning off patient facing services and changing clinical system

Information on helping patients reconnect to App services and error codes following a change in clinical system.

GP health records

Guidance for GP practices about when patients can’t view their GP health records in the NHS App.

Prescriptions

Guidance for GP practices when patients can’t view or order prescriptions in the NHS App, including error codes records.

Proxy access or linked accounts

Guidance for GP practices about how patients can manage health services for someone else at the same GP practice in the NHS App. Also known as linked profiles, proxy access or switching accounts.

NHS App document uploads

Information for TPP and EMIS practices about uploading documents to the NHS App.

Clinical safety, safeguarding and the NHS App

Guidance for practice staff on redacting (hiding from online visibility) specific information entered into the GP medical record or preventing the patient from having access.

Further support

When and how to raise issues to the NHS App or NHS login team, or clinical system supplier.

Last edited: 22 September 2025 4:06 pm