Patient IT Support
How can we help?

If you are currently trying to join an appointment but either the link isn't working or you can't log in, please try restarting your browser or using a different device. You should also try using our pre-call test to ensure that your microphone and camera are both working for your appointment.

Please be aware that your doctor may attempt to call you if you have not arrived for your appointment. They may also leave a note on your portal, so if you are able to access this, please login to the portal and check your notes.

If you are still not able to access your appointment and have had no contact from your doctor, please call us on 0330 124 1980

Before submitting a ticket, please read the advice below:

  • Check your Browser:
    Make sure you use Google Chrome or Microsoft Edge browser. These browsers usually work better with the portal
  • Check you are using the correct Email Address:
    Check that you are using the correct email address and that there are no spaces at the front or the end. This is the email address your account was signed up with. If you have forgotten you will need to submit a ticket, but we will need to see ID
  • Check you are using the correct Password:
    Check that you are using the correct password. Your browser may be auto-filling an older password automatically, so please type this out manually. If you have forgotten your password, you can reset your password here. You will be asked to enter an email address which must match the one we have for you in our system
  • Clear your Browser Cache:
    Try clearing your browser’s cookies and cache, then close your browser, then open it up again and try logging in again. Instructions for clearing cache in various browsers can be found here: Google Chrome, Microsoft Edge, Safari (Mac), Firefox
  • Try using a Different Device:
    Try logging in on another device. If you are using a laptop, try logging in with your phone and vice versa.
  • Try using 'Incognito' mode:
    Try using a private (incognito) browsing window to log in. To find out how click here
If you have lost your new phone or the device that you used for receiving your 2FA codes, updated your phone number, deleted the authenticator app, are not receiving the SMS code or are just having general issues with your 2FA settings, we recommend we reset them for you. In order to maintain a high level of security, we will require some form of photo identification from you before proceeding with this.

Please take a look at what ID we accept. Once we have confirmed your identity, we will reset these settings for you.

I've tried all of the above but I still can't log in
Please describe the issue that you're experiencing
Let us know what browser, operating system, screen size etc. you are using.

Maximum file size: 10MB

A visual element like a screenshot or a video will help us understand what's happening. (If you need help with screenshots - click here)
Please describe, with as much detail as possible, the steps you took before you encountered the bug.
Explain what results you expected - be as specific as possible.
Explain what results you actually got.

Maximum file size: 10MB

If you are getting an error please take a screenshot and upload it here. (If you need help with screenshots - click here)

Maximum file size: 10MB

This is the email address that we will send updates to regarding this ticket. If possible, please ensure this matches the email we have for you in our system.