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

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

Patient can’t log in or connect to the App with a PIN document

If a patient needs a new PIN document, ensure the online account is linked to the patient's record when resetting the linkage or passphrase details.

Ensure the new linkage is different to the previous one. Patients at GP surgeries using TPP can reset their passphrase themselves.

If the patient is using an iOS device, please ask them to ensure Smart Punctuation is turned off.

Ensure the linkage or passphrase length is between 6-15 characters and the Account ID length is between 10-15 characters.

Patient can’t connect the GP surgery, log in or access the App in their area

This is not a technical error, the GP system is not connecting the patient to the NHS App.

Patient can’t connect to their GP surgery on the NHS App

Patients will see screens indicating they can’t connect to the GP surgery, or NHS login can’t access the surgery’s online services.

This means:

you have not created them an online account
the patient has not used their account in the last 12 months
you have archived their account
their demographics don’t match up on your computer system

You can:

create an online account for the patient on your system
make sure the patient's details on PDS/spine are synced with your system
make sure the patient's online account is not archived

If this doesn't work, use this contact form and the NHS App customer resolution team will investigate further.

Patient cannot log in to the NHS App: Error code 3R

Patients will see screens indicating they cannot log in and may also see an error message.

This means

there are no ODS code associated with the patient's number

You can

check your patient is registered at the practice on your GP clinical system
check spine is synced with your clinical system by using your NHS Smartcard
ask the patient to log out and in again

Patients cannot access the NHS App in their area: Error Code 3F

Patients will see screens indicating they cannot access NHS App in their area.

This means

the patient recently moved to England from Wales, Scotland or Northern Ireland*
the patient is ex-armed forces.

You can:

check your patient is registered at the practice on your clinical system
check Spine is synced with your clinical system by using your NHS Smartcard
ask the patient to log out and in again

*The NHS App is only available in England and the Isle of Man.

Patient shares an email address

If someone does not have an email address, or shares an email address, you can help them to set up a free account with an email provider.

Patient has changed or can no longer access their email

What to do if your patient has changed their email or no longer has access to the email address associated with their NHS login account.

If the patient CAN remember their password and CAN remember their old email address

They need to log into their account with their original email address and change the email associated with the NHS login or NHS App account.

If the patient CAN'T remember their password, but CAN access their old email account

They need to select the forgotten password link. This will send an email to their old email address for action. The patient can then follow the guidance to reset the email address.

If the patient CAN'T remember their password and CAN'T access or recover their old email account.

Follow the step by step account replacement guidance for users. If the patient can't do this, use the contact form and the NHS App customer resolution team will investigate further.

Last edited: 22 September 2025 4:05 pm