Part of NHS App trouble shooting common issues guide
Turning off patient facing services and changing clinical system
Change in clinical system
Following a migration, we recommend advising patients with an NHS login to sign into the NHS App, Airmid or Patient Access, using the NHS login service.
This will either create a link to an existing online services account or create a new online services account for a patient. Patients will then have access to the default services controlled by the practice without having to contact the practice.
Patients that do not want to use the NHS login service will have to contact the practice to receive online login credentials.
Find out more more about switching patient facing services off.
Change in clinical system: 3C error code
If the patient doesn’t reconnect to the App, they will see a 3C error code. A 3C error means the user cannot connect their NHS App to the GPs computer system to mirror their online account.
Verification:
Route 1 – Video
Route 2 – PIN document
If the user verifies their identity by video, they will reconnect to the new online account created on your system. If no online account is recreated, the user will have nothing to reconnect to.
If the user has manually entered their PIN document into the NHS App, they will need to reconnect to the new system with a new PIN document.
How the NHS App team can help
Inform us that you are changing clinical system or merging practices in advance. We can prepare a tailored response for if a 3C error is reported to inform the user of potential downtime and what to do in the meantime.
This include asking patients to:
- email the practice directly to order their prescription
- phone directly to book an appointments
The NHS App service desk does not have the authority or ability to view or advise about data migration when changing clinical system or merging practices. Please contact your system supplier.
Last edited: 9 June 2025 11:52 am