Understanding Matching Errors

When you see a "matching error" message while trying to access Patients Know Best (PKB) with NHS Login, it means the system has detected a mismatch between your NHS Login details and your PKB account information. This typically happens for one of two reasons:


  1. Email address mismatch: The email address you're using for NHS Login is different from the one registered with your PKB account.
  2. Multiple accounts sharing one email: Someone else (like a family member) may be using the same email address for their NHS Login or PKB account.

How to Fix Matching Errors


Step 1: Identify which email is registered with your PKB account

  1. Go to the PKB login page: my.patientsknowbest.com
  2. Click "Forgot Password" beneath the password field
  3. Enter the email address you think is linked to your PKB account
  4. Check your inbox for a reset email from PKB (also check your spam/junk folder)

If you receive a password reset email, note the name in the email to confirm it's your account.


Step 2: Resolve the mismatch

If the reset email is addressed to you:

First confirm the name of the PKB record holder by clicking the ‘Forgot Password’ link on our login page. This triggers an email to be sent to your email address so you may check the name of the record holder.

If the reset email is addressed to someone else (like a family member):

  • This means your email is registered to someone else's PKB account
  • You'll need to use a different email address for your own PKB account
  • If you don't have another email address, create a new one with a free service like Gmail

If you don't receive any reset email:

  • Your email may not be registered with PKB yet
  • Contact your healthcare provider to confirm which email they have on file for your PKB record


Step 3: Refresh the connection

After resolving the email mismatch:

  1. Use this special link to refresh the connection: Refresh Account Link
  2. Sign in with your NHS Login
  3. If prompted, enter your PKB password


Still Having Problems?

If you're still experiencing matching errors:

  1. Make sure you're using the same email address for both NHS Login and PKB
  2. Contact your healthcare provider and ask them to check which email address is registered with your PKB account
  3. If you need to update your email address on your PKB record, your healthcare provider can help with this

Remember: Each person needs their own unique email address for both NHS Login and PKB. Shared email addresses will always cause matching errors.