NHS App Not Working

NHS App Not Working – Temporary Service Disruption At Borehamwood

As part of our commitment to enhancing the quality of healthcare services, we recently upgraded our clinical IT system in November 2022. While this upgrade has resulted in improved efficiency in managing your healthcare needs at our practice, it has temporarily disrupted the communication between NHS digital and your healthcare record on the national spine.

As a result, online applications such as the NHS App are currently not linked to your healthcare record and require resetting. We apologise for the inconvenience this may have caused and have provided instructions below to help you reset your NHS login account.

Step 1: Delete your NHS login account

For security reasons, you will need to log in with your usual NHS login credentials. Once logged in, you will then be able to delete your account.

1. Log in to your NHS account via the NHS App or NHS.UK

2. Select the ‘More’ icon in the top right-hand corner of the screen

3. Select ‘Account and settings’, then ‘Manage NHS account’, then ‘Your NHS login details’

4. Select ‘Delete NHS login’.


After you have deleted your NHS login:

    • you will not be able to access other websites or apps that use NHS login (you may have to set up a new NHS login if you want to continue using them)
    • those services might keep some information about you


Step 2: Create a new account via the NHS App

1. Select, “How to prove who you are without photo ID” then follow the on-screen instructions.

2. When asked “Do you use your GP surgery’s online services?” select “Yes – I use online services”,

3. Select, “Yes – I have all 3 details”.

4. Enter the provided ODS code, account ID and Passphrase from your practice. (this will need to be requested from the practice)

5. Then enter your name and DOB when prompted and submit your details.

6. This should connect you to your GP surgery.

If you receive an error code  (e.g. 3h5hg5 or CID7001) please contact the NHS App team directly to fix this here – https://www.nhs.uk/contact-us/nhs-app-contact-us