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 GP's Clinical System record must match.

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

We recommend you ask your GP to check their Clinical System record and ensure it matches the information held on your Health App record, through their Health App administration portal.

Main details your GP should check are:

  • First name
  • Last / Family name
  • Date of Birth
  • Email
  • Mobile number
  • NHS number / EMIS number


Please note:

Sometimes, a slight misspelling or difference between your Health App record and your GP clinical 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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