Problems and fixes

Some Android users may have problems uploading their photo ID and video, both of which are required to prove their identity.

What we’re doing to fix this

Users will be able to upload photos from their camera roll. We are also looking at new ways for users to complete their ID checks online, including ways that don’t require the same camera access.

What users can do to fix this

To try to fix this problem users should:

1. avoid the ‘camera’ option when given a choice of applications to record a video with. They should choose a video option instead, like ‘camcorder’ or ‘capture video’
2. make sure the Chrome browser on their device has camera and microphone permissions
3. turn the device off and on again to make sure there is enough free memory

Some iOS users may have problems uploading their photo ID and video, both of which are required to prove their identity. This is especially true for users with an iOS device running version 9 or less.

If the camera does not open or shows a black screen when taking a photo or video, this may be a problem with permissions or a known bug in the operating system.

What users can do to fix this

Users should make sure the Safari browser on their device has camera and microphone permissions.

Updating the iOS operating system software on their device to a newer version may help, if available. Version 11.2 will always show a black screen when trying to open the camera. There is an Apple support article that describes how to check for updates.

Some users may have problems uploading their photo ID if they are using Internet Explorer 11 or Microsoft Edge.

What users can do to fix this

Users should also avoid using Internet Explorer 11 or Microsoft Edge. Instead, users should try an alternative browser like Google Chrome or Mozilla Firefox.

When verifying a user’s identity, a PDS trace is done, which returns the Organisation Data Service (ODS) code for the user’s GP. If the user is not registered with a GP at the time of the PDS trace, but does have an NHS number, the PDS trace will not return an ODS code.

This means we cannot link the user to a GP practice. For example, an EU national who has not registered with a GP but has been treated at a hospital, would have an NHS number but no ODS code.

What users can do to fix this

Once users have confirmed that they are registered with a GP, they need to delete their NHS Login account and re-create it (they can use the same details). They will need to complete the proof of identity journey again or use the registration details from their GP surgery to verify their identity instead.

When trying to record a video for the proof of identity journey, users on Android devices may see an error that says the current browser does not support this feature. Known problematic browsers include Microsoft Edge.

What we’re doing to fix this

Users will be able to upload photos and videos from their camera roll. We are also looking at new ways for users to complete their ID checks online, including ways that don’t require the same camera access.

What users can do to fix this

Try completing the process using Chrome or on a different device. For example, a different phone or tablet, or a computer with a webcam. If users complete the process on another browser or device, they can then use the same account to log in on their original device without needing to take the photo or video again.

There is currently no option to use this service if you do not own a mobile phone.

What we’re doing to fix this

We are looking at additional ways for users to secure their account if they don’t own a mobile phone.

Some users are unable to complete ID checks when using Internet Explorer 11. When they try to do so, they see a blank screen after completing authentication. This is due to incompatibility with the camera controls used in NHS login and Internet Explorer 11.

What users can do to fix this

User should complete the ID check on an alternative browser or device. Once the check is done, they can continue to use NHS login on Internet Explorer 11, as this problem only affects the ID checking process.

What we're doing to fix this

We are looking at alternative ways for users to complete ID checks that do not require users to take photos. However, as Microsoft has announced that Internet Explorer 11 will be discontinued, we will not be fixing the problem with camera control for this browser.

What is the issue?

If a user has multiple accounts they cannot connect to their GP surgery. This is because one of the existing accounts is already connected.

What we’re doing to fix this

When a user enters an email address, NHS login checks to see if there is already an account using that email.
If an account with that email address exists, the user then has to enter their password for that account.
If there is no account found with that email address, we tell the user that they are about to create a new account.

What is the issue?

When a user first attempts to create an account, they are then sent a confirmation email with a link.
If the user does not confirm their account within 24 hours, we will remove them from our system. This allows the user to try again.
Sometimes, a technical error stops the sending of the confirmation email.
This can affect the user, who will be stuck at the point of logging in and cannot try again.

What we’re doing to fix this

We are making several technical changes on our side to stop this from happening.

What is the issue?

There is a bug that sometimes stops the sending of our approval or rejection emails.
This can result in users not receiving an email telling them we have rejected their ID check.
The next time that user logs in they will have to prove their identity again.

What we’re doing to fix this

We are making several technical changes on our side to stop this from happening.