Account Replacement - Guidance for users

If you cannot access your NHS account, you can now replace it with a new one. 

 You might need to do this if: 

• you no longer have access to the email address linked to your account 

• there’s a technical issue stopping you from logging in 

You’ll need to set up a new NHS login account. You can do this at nhs.uk/nhs-app/account. 

You’ll need: 

• a personal email address (not a work, school or university one) 

• a mobile or landline number 

• your NHS number or full name 

• your date of birth 

• your postcode 

We’ll check if you already have an NHS account and ask if you want to replace it. 

To do this you’ll need to prove your identity by: 

• taking a photo of your ID (see accepted photo ID) 

• recording your face with your device 

If you do not have photo ID, you can use your GP surgery’s online registration details instead. 

Once your identity is confirmed and you’ve logged into your new account, your old account will be deleted. 

You will not be able to replace your NHS account if you have: 

• accessed it within the last 30 days 

• tried to replace your account before 

• more than 5 NHS accounts 

In these situations, you can contact support. 

Step 1: Start low level verification (P0)

• The user begins by entering a new email address, not linked to an existing account. 
• The user confirms that they have access to the email address with a security code. 
• The user provides a phone number that they have access to (mobile or landline) and confirms this with a security code.

Step 2: The user starts medium level verification (P5)

The user provides:

• NHS number or full name
• Date of birth 
• Post code

Step 3: We check to see if the user has any existing accounts with the same P5 data provided above. 

Step 4: Start of account replacement:

• If a user has existing accounts, we check to see if the user is eligible to start account replacement. 
• If a user is eligible, they will continue to see the account migration journey. 
• The user will be provided with a data-masked email hint, alongside options to sign into their existing account/s or to continue with account replacement. 
• If a user is not eligible, they will see an error screen and be directed to the support team.

Step 5: The user will see some information about account replacement

• Next steps (proving their identity)
• How long the checks may take
• Consequences: i.e. old accounts will be deleted at the end of the process. 

Step 6: The user starts high level verification (P9)

• The user proves their identity by:
  • Photo ID, face recording/ video
  • Details from their GP.
• Some checks take some time, so the user will be emailed when they have passed identity verification checks.

Step 7: End of account replacement:

• A user will need to sign into their new account. 
• Final eligibility checks are run:
  • If a user is eligible to complete account replacement, they will be able to use their new account, and their old account/s will be deleted. 
  • If a user is not eligible to complete account replacement, they will be directed to support.