Patients
How do I sign in?
At/login, with your phone number and a code, your HPN and password, or a passkey. See Patient sign-in.
I forgot my HPN or lost my SIM.
If you still have your phone, sign in with a code and find your HPN on Home. Otherwise tap Forgot your HPN, or lost your SIM?. Online recovery needs your NIN and may be unavailable. If so, or if you have no NIN, go to a hospital front desk. See Recover your HPN or SIM.Why was I locked out?
Too many wrong passwords. Wait for the time shown, or sign in with your phone code.Do I need a NIN?
No. Without a verified NIN you get a provisional HPN and can still get care.What is the yellow “provisional” banner?
Your HPN hasn’t been checked against a NIN yet. Tap Verify NIN when NIN checks are available. Some features unlock after.How do I book?
Care → choose a need → a doctor → a time → confirm and pay. See Book care.Booking says my wallet is short.
Top up, or choose Pay at the desk · cash.What is the minimum top-up?
₦100.I paid but my balance hasn’t changed.
It updates after the payment provider confirms. Wait, and don’t pay twice.Can I pay with airtime, USSD or insurance?
Not yet. They are coming soon.Can I talk to a nurse?
Talk to a nurse isn’t available yet. Use Request a call from PHB. A navigator calls you and can pass you to a nurse.Will PHB call me today?
PHB logs every request. How soon you’re called depends on the Care Line being staffed. In an emergency, call 112.Is there an ambulance button?
No. The Emergency page tells you to call 112.Where are my lab results, and why is a test missing?
Records → labs. A result appears once the lab releases it. Some results are given to you by your doctor first.Why are Imaging and Documents empty?
They aren’t built yet.How do I download my record?
From Records. You confirm with a code, and a one-time link is emailed to you. See Download your record.How do I share with a doctor who isn’t on PHB?
Consent → Share with a clinician. Send the link and passphrase separately. See Share with a clinician.How do I give a doctor access?
Approve their request in Consent, or read them the consent code they send. You can’t start a grant yourself.Who has looked at my record?
See the Access log in Consent or Records.Can I delete my account?
Yes, from Consent → download and erase. It signs you out and locks the account. See Download your data or delete your account.How do I add my child or parent?
Family → Add a family member. A child under 18 is managed by you. An adult gets an invite they must accept.Can I turn off or delete notifications?
You can turn off most kinds per channel in notification settings. Security & access alerts are always on. You can’t delete a notification, only mark it read.How do I request a refill?
Prescriptions → open one → Request refill. It must be active with refills left.Can I change the language?
Yes, with the switcher in the top bar. Some text is still in English only.How do I set a password or add a passkey?
Sign-in & security for passwords. The passkey card on Home.Why did the app sign me out?
It locks after a short idle time to protect your record.Is this PDF of my record genuine?
Go to/verify and enter the Document ID, or scan the QR code.
Staff (all workspaces)
Where is “Forgot password”?
There isn’t one for staff. Your owner or admin sends you a reset link. You choose the new password.I lost my authenticator app.
Ask your owner or admin to Reset two-factor. You set up a new one at your next sign-in.I work at two facilities.
Choose the facility after sign-in. There is no switch inside the clinical workspace yet.Why can’t I see some menus?
Menus are filtered by role. Greyed-out items aren’t built yet. See Access denied and missing menus.How do I suggest a feature, or tell PHB a guide didn’t help?
Doctors: Request this tool in Clinical Tools. Everyone: tap No under a guide and say what you needed. See Request a feature.Owners and admins
Where do I set up my hospital?
On/hospital, use the setup card. It opens /hospital/setup.
Can I import staff in bulk?
Yes. Invite staff → Bulk import from CSV.Front desk
The patient says they already have PHB, but search finds nothing.
Use They already have PHB. See They already have PHB. Don’t register them again.The patient has no phone.
Register them as provisional and upgrade later. Care is never refused.Does “Verified” on an HMO card mean it was checked?
No. It says RECORDED, NOT ELECTRONICALLY VERIFIED. A person sighted the card.Nurses
Where do nurses sign in?
At/hospital/login.
Why can’t I record vitals?
Finish NMCN onboarding first.Doctors
Why was I sent to onboarding?
Your MDCN licence isn’t verified yet.Can I search by name or phone?
Not yet. Use the full HPN.What does “Treatment basis” let me see?
This visit and a non-sensitive summary. Sensitive history needs consent, or the emergency override in a real emergency.Does the practice consult count?
No. It’s rehearsal and isn’t scored.Why can’t I cancel a signed prescription?
Signed prescriptions can’t be cancelled or changed in PHB. Check before signing.Why is the Dx tab disabled?
Coded diagnoses are waiting for clinical sign-off. Write the diagnosis in your note.Pharmacists
Why can’t I dispense?
Dispensing requires PCN verification of you and your pharmacy. Follow Verify your PCN licence to dispense →.How does an independent pharmacy join?
Apply at/pharmacy/apply. PHB reviews by hand and emails a set-password link.