If you can't log in to your Patients Know Best (PKB) account because you've forgotten your password, follow these steps to regain access:


Option 1: Use NHS Login (Recommended)

If you’ve previously accessed Patients Know Best with your NHS login, you do not need your 

PKB password:

:

  1. Go to the PKB login page 
  2. Click the blue "Continue to NHS login" button
  3. Enter your NHS Login details when prompted


Option 2: Reset via Email Link

  1. Go to the PKB login page
  2. Click "Forgot Password" beneath the password field
  3. Enter your registered email address
  4. Check your email inbox (including spam/junk folders) for a reset link
  5. Click the link and follow instructions to create a new password

Password Requirements:

  • Must be at least 10 characters long.
  • Include at least one uppercase letter, one lowercase letter, one number, and one special character
    • Valid special characters: !"#$%&'*+,-.\:;<=>?@[]^_`{|}~


Option 3: Contact Your Healthcare Provider

If Options 1 and 2 don't work, contact your healthcare provider directly:

  1. Find your provider's contact details using our directory
  2. Be prepared to verify your identity when you contact them
  3. Ask them to help reset your password or security information


Important: Patients Know Best support staff cannot reset your password. Only your healthcare provider can verify your identity and help with password resets.



Common Password Reset Problems

Security Answers Not Accepted

If your security answers aren't being accepted:

  1. Check your spelling and format - Your answer must match exactly what you entered during registration (including capitals, spaces, or abbreviations)
  2. Try alternative formats - If you said "Street" during registration, try "St." or if you entered "Jonathan" try "Jon"
  3. Remember that fields are case-sensitive - "Smith" is different from "smith"

If you still can't get in, contact your healthcare provider using the contact details in our directory.


No Email Received

If you don't receive the password reset email:

  1. Check all your spam, junk, and trash folders
  2. Verify you're using the correct email address (the one registered with your PKB account)
  3. Add [email protected] to your contacts or safe senders list
  4. Wait 15 minutes and try again


Can't Access Your Registered Email

If you no longer have access to the email address on your PKB record:

  1. Contact your healthcare provider directly
  2. They will need to verify your identity
  3. They can then update your email address to a current one


Please note: Patients Know Best can't reset your password or access your password details or security information. If the password reset doesn't work, please get in touch with your healthcare provider for help.


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