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If you can still receive texts on your registered phone, you don’t need recovery. Sign in at /login with your phone number and the code. Your HPN is on your Home page. Recovery is for when you can’t get into your account at all.

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Before you start

The online recovery page needs:
  • Your NIN (11 digits).
  • Your First name, Last name and Date of birth, as on your NIN record.
  • The Phone number on your account.
Online recovery depends on PHB checking your NIN. This may be unavailable at the moment. If it is, the page tells you to finish in person. If you have no NIN, online recovery can’t find your account. Go to a hospital on PHB instead.

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Steps

Step 1 of 3 of account recovery, asking for a NIN, name and date of birth.

Step 1 of 3 at /recover. It needs a NIN, so patients who registered without one use the in-person route.

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Online

1

Open the recovery page

On /login, click Forgot your HPN, or lost your SIM? This opens /recover.
2

Confirm it's you

Enter your NIN, first name, last name and date of birth.
3

Confirm your phone number

Under Which number did you register with?, type the number on your account. Any format works.
4

Set a new password

Choose a New password and confirm it. You are signed in, and other sessions are signed out.

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In person

If the page says Let’s finish this in person, or you have no NIN:
  1. Go to the front desk of a hospital on PHB.
  2. Tell them you already have PHB but forgot your number.
  3. The receptionist uses They already have PHB to find your HPN. You need your phone to read back a code.
See They already have PHB.
Not built yet: moving your account to a new phone number at a desk or through the Care Line. If you lost your SIM and have no NIN, ask the desk for help, but they can’t yet change your registered number.

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Common problems