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Technical issues with the NHS App

Information:

We have changed how we talk about accessing certain NHS services online. We now call this logging in to your NHS account, whether you use the NHS App or the NHS website to do this. The services we offer have not changed.

If you cannot use the NHS App on a mobile device, you can log in to your NHS account on the NHS website. You can then access services on your desktop, laptop computer, mobile or tablet using your web browser.

You do not need to install anything to get started. You must have JavaScript enabled. Find out how to enable JavaScript for Windows, or how to enable JavaScript for Mac.

For technical problems with NHS login, you can find support in the NHS login help centre.

If you have a technical problem that we have not answered in our help and support pages, contact the NHS App team.

Device compatibility

We only support the NHS App on:

  • Android version 8 (Oreo) and above, on devices with a front-facing camera
  • Apple iOS version 11 and above

You can install and use the NHS App on Android versions 5, 6 or 7, but we cannot guarantee the best experience. If you are using one of these operating systems we will not be able to help with any technical issues.

Google has a guide on how to check and update your Android version.
Apple has a guide on how to update your iOS on iPhone.

You can log in to your NHS account using the NHS website to access services on your desktop, laptop computer, mobile or tablet using your web browser.

The NHS App should not be installed on certain devices, for example "jailbroken" or "rooted" devices. To find out more, view the Prohibited uses section of the NHS account terms of use.

Using fingerprint, face or iris recognition (biometrics) on Android devices

We support biometrics on some Android devices, but we do not support them on devices with sensors that do not meet Google’s security settings.

This means you may not be able to use your fingerprint to log in to the NHS App, even if you could previously. You may still be able to log in using face or iris recognition, if your device has these sensors, as they may be more secure.

If you’re unable to use biometrics, you’ll need to log in using your email, password and security code.

Turning fingerprint, face or iris on

  1. Log in to the NHS App.
  2. Go to More.
  3. Select Account and settings.
  4. Then select Fingerprint, face or iris.
  5. Follow the on-screen instructions.
Accessibility

The NHS App for Apple iOS and Android devices, and your NHS account accessed using the NHS website accessed from a web browser are partially compliant with the Public Sector Bodies (Websites and Mobile Applications) (No. 2) Accessibility Regulations 2018. For more information see the NHS account accessibility statement.

Checking storage space on your device

If you do not have enough space on your device you may not be able to download files.

For Apple devices, Apple has a guide on how to the check the storage.

For Android devices, Google has a guide on how to free up space.

Page last reviewed: 5 April 2022
Next review due: 5 September 2022