Account Registration
When you first register for an account, a six digit security code will be sent to your email. You will be asked to enter this code to verify your email address and continue with the account creation process.
Following submission of the code you will be prompted to provide your chosen contact number. An additional six digit security code will be sent via text message to the number you have specified. If you have specified a landline you will receive a telephone call providing the code.
If you do not receive this second security code please enter your email address and password again, a new security codet will be sent. Please note that there is a limit on the amount of codes that can be requested at any one time. If submission of the security code is unsuccessful after five attempts you will not be able to request a new code for 15 minutes. If this happens because you are not getting a code, contact us.
A security code will be sent to your primary contact number every time you log in, unless you select ‘Remember this device and stop sending security codes’, or if you enable biometric authentication such as FaceID. Please note that biometric authentication is device specific and may not be available on your device.
Security code expired/not received
The security code sent has an expiry time of five minutes. If you do not receive this message there could be a number of reasons why.
If you are entering your number for the first time and are not receiving the text we would advise checking the below:
- The number you are entering is your own number and is correct (the last 4 digits will be present on the screen after you have entered your password)
- You are still receiving messages from other sources and that you have sufficient signal to receive messages
- Check for any downtime from your provider at https://downdetector.co.uk/
- Make sure you have not blocked these messages, or that they are not filtered by a call screening service.
If you have previously received the text message successfully, in addition to the above steps we would also suggest trying the following:
- Contact your network provider to check if anything has changed
- Uninstall and re-install the NHS App
- Trying again at another time
If you are using a device that is not shared, consider selecting 'Remember this device and stop sending security codes' when you log in to avoid being sent an authentication message for the next six months when logging in on that specific device.
If your issue persists and you have checked the above please do not hesitate to contact us so that we can investigate this on your behalf.