NHS website - locked out

Wibbles
Wibbles Online Community Member Posts: 2,272 Championing
in Coffee lounge
Has anyone else been locked out of their accounts on NHS website ?
I have been this morning - after three years of access - I was asked to prove my ID by sending in a scan/photo of my driving licence AND a photo of myself - it claimed to restore my access after 48 hours !!
I have received confirmation that these have been received by NHS but it now says that due to excess applications, it may take up to a week to restore my access !!

Comments

  • Rosie_Scope
    Rosie_Scope Posts: 4,753 Scope Online Community Coordinator
    That sounds very frustrating @Wibbles. 

    I did get locked out once, but I think it was all restored within a couple of days. Hopefully you're not waiting a full week! 

    There might be an email somewhere you could contact, but I'd imagine that might take some time too. Did you need to use it urgently? Fingers crossed it all gets sorted quickly.
  • Wibbles
    Wibbles Online Community Member Posts: 2,272 Championing
    Rosie_Scope said:
    That sounds very frustrating @Wibbles. 

    I did get locked out once, but I think it was all restored within a couple of days. Hopefully you're not waiting a full week! 

    There might be an email somewhere you could contact, but I'd imagine that might take some time too. Did you need to use it urgently? Fingers crossed it all gets sorted quickly.

    Thanks - I can now order my meds, directly from my GP but my medical record is more comprehensive on NHS rather than surgerys website !
  • Albus_Scope
    Albus_Scope Posts: 8,629 Scope Online Community Coordinator
    I had a similar issue and had to send a passport pic and a photo of myself through the app and I was back up and running within 48 hours.  It will happen to every person using the app at one point, for security reasons. 
  • Rosie_Scope
    Rosie_Scope Posts: 4,753 Scope Online Community Coordinator
    edited January 2024
    It's definitely handy. I much prefer the way the NHS site shows test results and records, my GP's app makes it difficult to see everything in one place.

    Hopefully they can sort it for you soon and you can get back on @Wibbles, very annoying though!
  • Wibbles
    Wibbles Online Community Member Posts: 2,272 Championing
    I have heard from them
    My photo is NOT good enough - they have asked me to send another one
    Grrr
  • michael57
    michael57 Online Community Member Posts: 906 Trailblazing
    Wibbles said:
    I have heard from them
    My photo is NOT good enough - they have asked me to send another one
    Grrr
    haha after about 10 attempts to send my photo to them i had a message asking me to take my hat off that i wear half my face is cold at all times due to strokes perseverance young man you will get there 
  • Wibbles
    Wibbles Online Community Member Posts: 2,272 Championing
    OK I am able to log on but half of the previously viewable docs are now not viewable by myself
    What's going on? 
  • Adrian_Scope
    Adrian_Scope Posts: 11,720 Online Community Programme Lead
    What a pain @Wibbles. I've had similar issues with the NHS app and when I finally got back on, my access was limited too. My GP surgery needed to amend some settings on their end to enable me access things I'd previously accessed. 
  • Wibbles
    Wibbles Online Community Member Posts: 2,272 Championing
    Its all back
    thanks
  • Jimm_Scope
    Jimm_Scope Posts: 5,409 Scope Online Community Specialist
    Glad to hear you got back in @Wibbles. I have to say I don't tend to use the NHS app all that much... While it's probably more confusing my GP uses another system and my local NHS trust has it's own website which I find quite easy to use.

    Won't look forward to having to change it all when I move house though, whenever that is in the future.

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