If you're having trouble registering for your Patients Know Best (PKB) record, this guide will help you resolve common issues and get set up quickly.
Common registration problems and how to fix them
My invite or access code has expired
If your invite or access code has expired, you won’t be able to use it to register. These codes are valid for 10 weeks from the date they were issued. If your codes no longer work, you can still register using NHS login, which is the easiest and quickest alternative. If NHS login isn’t available to you, contact PKB support, and they can help you request a new set of registration codes from your healthcare provider.
My password isn’t working
If you're having trouble setting or entering your password, first check that both password fields match exactly when setting a new one. If you’re copying and pasting a password, be careful—this can sometimes include extra spaces at the beginning or end. Instead, try typing it manually. If you’ve forgotten your password or it’s not being accepted, use the Reset password option to create a new one.
My email is already linked to a PKB account
Sometimes, users find that their email address is already in use when they try to register. This usually happens if:
- You share an email with a partner or family member who has already registered.
- Your email was used previously for another PKB record, such as for someone you care for.
If you encounter this issue, try registering with a different email address that belongs to you. If you don’t have another email or need to manage multiple accounts with the same address, contact PKB support for guidance.
You didn’t receive a registration email
If you were expecting a registration email but haven’t received one, first check your Junk/Spam folder, as emails sometimes get filtered there. If you still can’t find it, confirm with your healthcare provider that they have the correct email address on file. If necessary, they can resend the invitation. If the issue persists, contact PKB support for further assistance.
The registration page is showing the wrong details
If your name, date of birth, or other personal details appear incorrectly during registration, this means that your healthcare provider’s records may need updating. In this case, you should contact them directly so they can correct your details. Once you have successfully registered, you will be able to update some of your personal information within the Settings section of your PKB account.
How to register
If you haven’t registered yet, you may have received an invitation via text, letter, or email. Here’s how to proceed:
Registering with a text message
If your healthcare provider sent you a text message, click the link and enter the invite and access codes when prompted. Complete the form, set a password, and check your email for a confirmation link to finish setting up your account.
Registering with a letter
If you received a letter, go to the registration page using the web address or QR code provided. Enter your invite and access tokens, confirm your date of birth, and set a password. Check your email for a confirmation link to activate your account.
Registering with an email invitation
If you received an email from your healthcare provider, click the registration link, accept the terms, and confirm your date of birth. Complete the form and set a password to finish registration.
For further help, visit the Patients Know Best support page or contact your healthcare provider.