> ## Documentation Index > Fetch the complete documentation index at: https://docs.phbhealth.com/llms.txt > Use this file to discover all available pages before exploring further. # FAQ > Short answers to the questions patients and staff ask most, grouped by who is asking. ## 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](/account/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](/account/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](/guides/patient/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](/guides/patient/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](/guides/patient/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](/account/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](/troubleshooting/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](/troubleshooting/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](/guides/front-desk/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. ## Lab ### Why can't I release a result? You need a verified MLSCN licence. You can still receive specimens and draft results. This documentation is built and hosted on [Mintlify](https://mintlify.com), a developer documentation platform.