I can't access any of my GP online services
I've linked to my GP record, but I can't seem to use any of the service. Why is this and what can I do about it?
When linked to your GP's online services, Evergreen Life enables you to view your medical record, book and cancel appointments, order repeat medication and, in some cases, send secure messages to your GP. But what happens if none of these services are available when you login and appear to be 'greyed out'? Read below the possible causes and how you can resolve a loss of access.
This article is relevant if you've already linked to your GP record and all your GP's services are greyed out. If you can access parts of the GP's service, but other services are missing, read this article. If you've never linked to your GP record with your Evergreen Life account before, check out our article about how to link to your GP record.
First, check that the account is still linked to your GP's online service.
To check the account link in the app:
- Go to your ‘GP System’
- Tap on ‘My GP Account’
- If you can see your GPs details on the next screen then the account is linked.
If the account is not linked, you can find out how to link it here.
There are also several reasons why a linked account would not be able to access online services:
- Has your practice merged with another organisation?
- Has your practice changed their computer systems?
- Has the practice reset your online account?
You need to check with your GP practice if any of the above points could be possible. If the answer to any of these is “Yes”, you'll need to ask your GP practice to reset your online access, then issue a new registration letter to you. Once you have a new letter, you'll need to unlink your account and then relink using the new codes. To unlink, log into the app, tap 'GP NHS' / 'Go to GP Services' / go to 'My GP Account', where you will see a button to unlink the account at the bottom of the screen.
If you are having trouble relinking your account, please contact our service desk who will be happy to help.
To check the account link on the website:
- Click on ‘Settings’
- Click on ‘My GP'
- If you can see your GPs details on the screen then the account is linked.
If the account is not linked, you can find out how to link it here.
There are also several reasons why a linked account would not be able to access online services:
- Has your practice merged with another organisation?
- Has your practice changed their computer systems?
- Has the practice reset your online account?
You need to check with your GP practice if any of the above points could be possible. If the answer to any of these is “Yes”, you'll need to ask your GP practice to reset your online access, then issue a new registration letter to you. Once you have a new letter, you'll need to unlink your account and then relink using the new codes. To unlink, please go to Settings, followed by My GP where you will find the option to unlink your account at the bottom of the screen.
If you are having trouble relinking your account, please contact our service desk who will be happy to help.
