Work through the symptom that matches what you're seeing.
"Invalid email or password"
- Use Forgot password? on the sign-in form — enter your email, then type the 6-digit code from the email we send. (This is also how brand-new users set their first password after approval.)
- If your account uses two-step verification, you'll also be asked for your usual authenticator app code before you can choose the new password. That's expected — it's the same check as signing in.
- The same email also contains a link, which works if your organisation allows it. On NHSmail the code is the reliable route — see *"The reset link opens an NHS warning page"* below.
- Check you're using the email your account was created with — usually your NHS address.
"Please confirm your email address before signing in"
You registered but haven't clicked the confirmation link. Check your inbox (and junk) for the confirmation email.
"Access denied" when you click a link we emailed you
The link had already been used. This usually isn't you: NHS mail security scans incoming messages by visiting every link in them, and that visit can use up a one-time link before you ever open the email.
What to do depends on which email it was:
- Confirmation email (after registering) — your address is almost certainly confirmed already. Sign in with the password you chose; don't ask for another confirmation email.
- Password reset — nothing has changed on your account. Use Forgot password? again and type the 6-digit code from the new email rather than clicking its link.
- "Your access has been approved — set password" — use Forgot password? on the sign-in page with the same email address to set your first password.
If you're still stuck, contact support@primarycareit.co.uk.
The reset link opens an NHS warning page
NHSmail checks every link in an incoming email and sometimes shows its own warning or blocked-page instead of taking you through. Nothing is wrong with your account, and there is nothing we can change at our end to stop it.
Use the 6-digit code in the same email instead. Enter it on the reset form where you asked for the password reset. The code does the same job as the link and NHSmail cannot block it.
Two things worth knowing:
- Use the most recent email. Asking for another code immediately stops the previous code *and* link working — so if you've requested several, only the last one is live.
- The code lasts an hour, and works on any device, so you can request it on your computer and read it on your phone.
I registered again and no email arrived
If you already have an account with that address, the registration form tells you so — "You already have an account" — and sends nothing, because there's nothing left to confirm.
Registering again will never get you in. Sign in with your existing password, or use Forgot password? to set a new one.
If you can't find the sign-in form — the home page opens on the sign-up pitch for new NHS users — choose Existing user at the top, or go straight to the reset form at /?forgot=1.
Stuck on "pending approval"
Your account exists but hasn't been approved yet:
- Joining an existing practice — your practice's own Nexus admin approves you from Practice → Team members. Chase them, not support.
- New organisation registration — Primary Care IT verifies new organisations, usually within 1–2 working days; you'll get an email when approved.
Two-factor authentication trouble
- Codes are 6 digits from your authenticator app and change every 30 seconds — if one is rejected, just wait for the next code.
- New phone / lost authenticator? Contact support@primarycareit.co.uk to reset your 2FA enrolment.
- Tick Trust this device for 7 days on a private machine to be prompted less often.
"Account disabled"
Your account has been deactivated or has expired — usually by a practice admin (e.g. off-boarding). Speak to your organisation's admin; they can reactivate you from Practice → Team members.
"Subscription inactive" / access is paused
Your organisation's subscription needs attention — a trial ended without a payment method, or a payment failed. Ask an organisation admin to visit Practice → Billing: adding or fixing the payment method restores access automatically. Members can't fix this themselves.
"Nexus is for NHS staff — please use your NHS email address"
Self-serve accounts must use an @nhs.net or nhs.uk address.
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