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Get help with the Get your NHS COVID Pass letter service

Find the answers to common questions about the Get your NHS COVID Pass letter service.

Common questions

I've been told to report a reason code, what does this mean?

If we cannot send you an NHS COVID Pass letter, we can let you know by SMS, email or letter.

In the SMS, email or letter you may get a reason code.

If this is the case please call 119 (NHS COVID Pass Service) and quote the code you have been given.

If you are in the Isle of Man call 0808 162 4119 free from any Isle of Man landline or mobile phone. Dial the full 11-digit number.

Why can my COVID-19 vaccination record not be found?

We may not be able to find your vaccination record because:

  • you entered your details incorrectly
  • you are not fully vaccinated with a COVID-19 vaccine used in the UK
  • you did not have your vaccination in the UK or certain countries abroad
  • you had your vaccination abroad and have not applied to have it added to your NHS vaccination record
  • it has been less than 5 days since you were fully vaccinated and the system has not yet been updated
  • you have not successfully registered a medical exemption from vaccination, or vaccination and testing

You need to wait 2 weeks after you're fully vaccinated to apply for an NHS COVID Pass for domestic events or venues.

You can tell the NHS about coronavirus (COVID-19) vaccinations you've had abroad.

I have not received a letter, what should I do?

If we can find your vaccination record, we will send you a letter to the address the NHS has for you.

This is usually the address you have registered with your GP surgery. If you're not registered with a GP, it can be the address you give when using other parts of the NHS, like hospitals.

You should get this letter within 7 working days.

If we cannot find your vaccination record, you will not receive a letter.

You can try:

  • entering your details again
  • checking the details your GP surgery has for you are up to date or registering with a GP surgery if you do not have one – if you need to update your details you can try using this service again after you’ve updated them
  • waiting until 5 days have passed since you were fully vaccinated, to get an NHS COVID Pass for travel
  • applying to have vaccinations you've had abroad added to your NHS vaccination record

You need to wait 2 weeks after you're fully vaccinated to apply for an NHS COVID Pass for domestic events or venues.

If you have tried these things and you still cannot get a letter, call 119 for referral to the Vaccine Data Resolution Service.

If you're overseas call +44 151 905 0119. You'll be charged according to your carrier's rates.

If you are in the Isle of Man call 0808 162 4119 free from any Isle of Man landline or mobile phone. Dial the full 11-digit number.

What if my COVID-19 vaccination record is missing or wrong?

If you think your vaccination record is missing or wrong:

  • call 119
  • choose the option for a problem with your vaccination record
  • ask the call agent to refer you to the Vaccine Data Resolution Service (VDRS)

The call agent will ask you some questions and refer you if needed.

The VDRS team will call you back within 21 working days. The number they'll call from is 01869 817 119.

If they cannot contact you, you'll need to call 119 for a new referral.

To use the VDRS you need to be registered with a GP surgery in England, and have been vaccinated in England, Scotland or Wales.

The VDRS cannot help if:

  • you had your vaccination abroad
  • your personal details are incorrect
Can I get my NHS COVID Pass letter in an accessible format or in another language?

You will get a paper version in English. Keep this safe as you need to show this as proof of your COVID-19 vaccination status when you travel.

You can also request the following versions using the Get your NHS COVID Pass letter service:

  • an audio version
  • a braille version
  • a big print version
  • a large type version
  • information about what your letter is for in another language

You can get easy read and British Sign Language (BSL) versions on GOV.UK.

Reason codes

If we cannot send you an NHS COVID Pass letter, we can let you know by SMS, email or letter.

In the SMS, email or letter you may get a reason code to explain why we cannot send you an NHS COVID Pass letter.

The codes correspond to the following reasons.

Error codes in SMS, email and letter
Reason code Reason
3006 we cannot find your vaccination record
3007 your vaccination record does not show when you had your vaccination
3008 you’ve only had 1 dose of the COVID-19 vaccination and you can only use this service if you’ve had 2 doses
3011 the system is telling us the gap between your 1st and 2nd dose was different to the recommended gap

Contact the team

If you have any other questions about your NHS COVID Pass letter, call 119.

If you're overseas call +44 151 905 0119. You'll be charged according to your carrier's rates.

If you are in the Isle of Man call 0808 162 4119 free from any Isle of Man landline or mobile phone. Dial the full 11-digit number.

Page last reviewed: 9 June 2021
Next review due: 9 June 2024