NHS App trouble shooting guide

Understand how the NHS App works in relation to your GP clinical system and how to address common NHS App issues. 

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 practice permissions and error codes for the NHS App

Guidance for GP practices about NHS App permissions and error codes

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 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.

Manage patient accounts

Guidance on resetting and deleting patient accounts.

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.

Reconnect to the NHS App following a change in clinical system

Helping patients reconnect to NHS App services following a change in clinical system and related error codes.

Prescriptions

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

GP health records

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

Documents in the NHS App

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

Further support

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

Download this guidance for your practice

This printable guide explains how the NHS App works in relation to your GP clinical system. Print this A4 guide off and place it at your GP reception desk to refer to when needed if your practice uses EMIS/Optum or TPP

Download the NHS App Core Capabilities guidance pack

This pack covers what GP surgeries need to do to ensure all core NHS App capabilities are enabled and made available to their patients. This includes health record access, online consultations, appointment management, prescriptions management, online registration and patient messaging.

Find out more about the features available in the NHS App, how they work and what you can do.

Last edited: 19 October 2026 9:07 am