If you forgot your password
If you have forgotten your password and you do not have a passkey or biometric login set up, you can
try to reset your password.
When you are asked to enter your password:
1. Select Reset your password.
2. Check your email. We will send you an email with a password reset link. Please note you will need to use this code within 1 hour of receipt. Please wait the full hour before attempting to retrieve the email again.
3. Select Reset your password link in the email.
4. Follow the on-screen instructions to create a new password.
If you lost access to your mobile phone
If you have lost access to your mobile phone number and cannot log in another way, you can
recover access to your account.
When you are asked to enter your security code to log in:
1. Select I cannot log in using my mobile phone.
2. Select change the mobile phone number you use to log in.
3. Enter the mobile phone number you previously used to log in. If you do not remember it,
you can select email you a security code and enter the security code that we send to your
email address.
4. Follow the on-screen instructions to change your mobile phone number.
You may need to enter your NHS number to recover access to your account. If you do not
know it, you can use the Find your NHS number service.
If you have lost access to your landline
If you have lost access to your landline number and cannot log in another way, you can recover
access to your account.
When you are asked to enter your security code to log in:
1. Select I cannot log in using my landline.
2. Select Change the landline number I use to log in.
3. Enter the landline number you previously used to log in. If you do not remember it, you can
select email you a security code and enter the security code that we send to your email
address.
4. Follow the on-screen instructions to change your landline number.
You may need to enter your NHS number to recover access to your account. If you do not
know it, you can use the Find your NHS number service.