COVID Status: Using the app common questions

What you need

Will the app work on any device?

The app works on mobile devices only. For example, a smartphone or tablet.

Your phone needs access to the Apple App Store or Google Play Services to be able to download the app. This means Windows phones and new models of Huawei smartphones launches from May 2019 will not be able to use the app.

The App is fully supported on Apple iOS 14 and Android 11, with the current versions of Google Chrome, Samsung Internet and Apple Safari.

How can I check which software version my device has?

To see which Android version you have:

1. Open your phone's Settings app.

2. Near the bottom, tap 'System' and then 'Advanced' and then 'System update'.

3. See your "Android version".

If you have an Apple phone, to see which iOS version you have:

1. Open your phone's Settings app.

2. Click on 'General', then tap 'About'.

3. See your "Software version"

We are unable to guarantee the App will work on earlier versions.

What do I need to register on the app?

You'll need an email address and a form of photo ID, such as a passport or UK or EU driving licence.

Why do you need my photo ID?

This is to protect your data. Before allowing access to part of your health records, it's important that we confirm that you are who you say you are.

This is a 3 step process:

  1. Checking your photo ID is genuine.
  2. Asking for a selfie (self portrait picture) and comparing this to the photo on your ID.
  3. Checking the selfie is live, and not an uploaded, pre-existing picture.
What if I don't have a smartphone or tablet?

If you're unable to use the app you can download or request a copy of your vaccination status online or by phoning the COVID Status Helpline on 0808 196 8565. The helpline is open every day from 10.00am to 6.00pm.

Setting up the app

What photo ID can I use?

You can use any of the following photo IDs to confirm your identity:

  • passport
  • UK driving licence (full or provisional)
  • European driving licence (full)

If you're planning on using the app for international travel, use a photo ID where the name matches the name on your passport.

Can I use expired ID to confirm my identity?

Yes, you can. If your photo ID – for example passport or driving license – is out of date, you can still use it to confirm your identity.

Can I use a photocopy of my ID?

Photocopies are not acceptable. Please use your original ID.

What name will appear on my app?

The name that appears on your app will be the name from the photo ID used to confirm your identity.

My name on my photo ID is different from the name on my GP records. Will this cause a problem?

You'll be able to provide a different first name, gender and postcode after your ID has been confirmed so we can locate your medical records.

However, the name on your app will be the name from the photo ID used to confirm your identity.

If you would like your app to show a different name, sign up again with a different email address and the photo ID with the name you would like shown.

What if my gender identity no longer matches my photo ID?
The matching process does not involve comparing the gender of your picture with the gender of your photo ID.
I don’t have any photo ID. Can I still use the app?

If you don't have any photo ID, you cannot use the app. This is because we need to confirm that you are who you say you are before allowing access to part of your health records.

Instead, you can download or request a copy of your vaccination status online or by phoning the COVID Status Helpline on 0808 196 8565. The helpline is open every day from 10.00am to 6.00pm.

I have tried to take a picture of my ID but I get an error message saying that my camera is not available.

Make sure that both the camera and the website are not blocked in your browser settings. For example, in Chrome, go 'Settings' then 'Site Settings' then 'Camera'. Check that 'Camera' says 'Ask first', and that a site with the address 'scotcovidstatus.lon.netverify.com' is not blocked.

What do I do if my selfie is not recognised?

Follow the instructions on the screen and keep tilting your phone until your face fills the oval on the screen.

Why does the system keep rejecting my ID and picture?

The system may reject your ID and picture if either:

  • bright light is affecting your selfie or reflecting on your ID
  • parts of your ID or selfie are covered
  • parts of your ID or selfie are blurred
  • your face scan or selfie could not be matched to your ID

To solve this, make sure:

  • your picture is taken indoors with good lighting, but not directly under a strong light source
  • no part of your ID is covered either by, for example, your thumb or by glare
  • the picture is not blurred
  • that your eyes, nose and mouth are visible and that there are no strong shadows on your face
The app is 'jumpy' when I try to take a photo, or the instructions on moving closer or being too close seem to lag behind what is actually happening.

Confirming your identity only needs to be done once. If you have access to another, more recent, phone, try using it to carry out this step. Once you have successfully confirmed your identity and can see your COVID Status on screen, use 'Settings' followed by 'Sign out of the App' to stop using that phone. You should then be able to log in on the original phone using your username and password and access your COVID Status from there.

The app says my records can’t be found even though my details are correct?

An extremely high volume of people are accessing the app at once which is impacting some app registrations.

Please try again in a couple of hours.

I tried to register for the app last night and it couldn’t match me to my records. I'm sure I entered all my details correctly. What do I do?

Please try signing in to the app using the email address and password set up last night. Your match may have gone through successfully, otherwise try again.

Using the app

I’ve forgotten my email address to sign into the app what do I do?

Open the app, click 'Sign up' and set it up again. You'll need to use a different email address.

I’ve forgotten my password for the app, what do I do?

Click 'Forgot your password' on the sign in page. It'll take you through how to reset your password.

I've been asked to sign in again. Do I have to confirm my identity again?

No, the app will remember you.

My app doesn't show my full vaccination record, how can I fix it?

You can usually get your COVID Status within 24 hours of having your vaccination. However, it can take up to 5 days for your records to be updated.

Refresh your app by signing out and back in. Or swipe down on the screen underneath the 'International Travel' line.

If that doesn't work you can download or request a copy of your vaccination status online or by phoning the COVID Status Helpline on 0808 196 8565. The helpline is open every day from 10.00am to 6.00pm.

Why isn't my booster dose shown on the app?

Only your first and second dose will show on the app, even if you've had a third or booster dose. Boosters are not required for international travel or domestic use (in Scotland), so are not currently included in the COVID Status app or paper copy.

Why have I been forced to update the app?

The app has been updated to have 2 different modes – domestic and international.

Use domestic mode to show your COVID Status in Scotland when entering certain events and venues.

How do I use the new version of the app?

Change between international and domestic modes using the plane and Saltire flags at the top-right hand side of the app.

Show the domestic QR code for scanning when entering an event or venue in Scotland. On scanning, a green tick will appear to the operator (member of staff at the venue) to show that your COVID Status is valid.

What if I was vaccinated outside Scotland?

If you were vaccinated in England, Wales, Northern Ireland, Guernsey, Jersey, Isle of Man or the Republic of Ireland, you can have your COVID Status updated to include this information. If your vaccination from another part of the UK is not showing, phone the COVID Status Helpline on 0808 196 8565 so they investigate. We aim to fix data issues within 14 days.

If you have had vaccinations outside of the UK we are looking into a solution. In the meantime you should get proof of vaccination from the country you were vaccinated in.

Your data

What happens to my data?

The app only shows your vaccination record and no other personal health records.

The app complies with GDPR and Data Protection Act legislation.

For further information, read the COVID Status privacy policy

How am I protected from risk of fraud?

The NHS Scotland COVID Status has the same security standards that are used across the rest of the UK for COVID certificates.

The 2D barcodes (known as QR codes) have an expiry date. Once expired, you'll have to get your COVID Status again in the same way, either via the app or paper copy. Expiry dates are used as part of the overall security of the system, and to help ensure that information is up to date.

Accessing your COVID Status on the app

The app has advanced security features to protect you and minimise any risk of fraud. These include:

  • user identification using suitable photographic ID
  • user email confirmation
  • the certificates generated digitally on the app cannot be altered or changed

Accessing your COVID Status through NHS inform

Accessing your vaccination status through NHS inform is protected by your username and password.

Feedback and further questions

We’re working to make sure the app works as well as possible for you. You can help us to improve the app for everyone by:

  • giving us your feedback
  • reporting any technical problems you’ve experienced while using the app