Troubleshooting: Error code 403 - There is a problem retrieving your medical record or medication

The most common causes of a 403 error:

To use the Health App, your Health App record and medical record must match.

If you're seeing a 403 error code, this means that there is a mismatch in your medical record and your Health App record.

We recommend asking your GP surgery to check your medical record, on their clinical system, and ensure it matches the information held on your Health App record.

Main details your GP should check are:

  • First name
  • Last name / Family name
  • Date of Birth
  • Email
  • Mobile number
  • NHS Number / EMIS I.D.


Please note:

Sometimes, a slight misspelling or difference between your Health App record and your medical record can cause the error.

Your GP surgery will need to make any changes to your personal details on the Health App, to make sure we are keeping your medical data secure and safe.



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