Covid pass - "An unexpected error has occurred"

[89redballoons]

I got my second dose of Pfizer nearly three weeks ago now. My vaccine record in the NHS app shows that I've had both doses, the dates and the batch numbers. However, when I try to get my Covid pass in the app I get the above very helpful error message I get the same message if I try to get a domestic or a travel pass, and if I try to use the service online with my NHS login.

I used the Help function within the app to raise a question about this and got told that they have contacted the company that makes the app, who don't have access to my personal data and can't assist because this is an "isolated, individual case". The help desk people have said I need to call 119. I will do that but not looking forward to what I guess will be a long phone call with someone in a call centre who might not be able to help.

Has anyone else had this? I don't need a Covid pass immediately for anything, but am pretty annoyed that I've dutifully got both vaccines, downloaded the app, sent a picture of my driving licence to verify my identity, and after all that there seems to be a problem with the app that I need to spend more time trying to resolve.

Not the same issue but DD had an issue with the app after first jab and actually 119 were very helpful and she said it didn’t feel like a call centre.

This is why I got a paper copy as a back up. I have visions of the app failing right as I’m queuing for check in.

@89redballoons

I got my second dose of Pfizer nearly three weeks ago now. My vaccine record in the NHS app shows that I've had both doses, the dates and the batch numbers. However, when I try to get my Covid pass in the app I get the above very helpful error message I get the same message if I try to get a domestic or a travel pass, and if I try to use the service online with my NHS login.

I used the Help function within the app to raise a question about this and got told that they have contacted the company that makes the app, who don't have access to my personal data and can't assist because this is an "isolated, individual case". The help desk people have said I need to call 119. I will do that but not looking forward to what I guess will be a long phone call with someone in a call centre who might not be able to help.

Has anyone else had this? I don't need a Covid pass immediately for anything, but am pretty annoyed that I've dutifully got both vaccines, downloaded the app, sent a picture of my driving licence to verify my identity, and after all that there seems to be a problem with the app that I need to spend more time trying to resolve.

you can log a fault yourself www.nhs.uk/contact-us/nhs-app-contact-us/

or else ring 119 and ask them to raise it for you.

I would strongly agree with PP about not relying on the app and making sure you ring 119 to get your paper letter posted

Just in case anyone has the same issue, I applied for a paper pass instead and that arrived yesterday all fine. I agree that having it on paper seems more reliable than using my phone anyway. Still annoying about the app, though!

I've got a paper one as a back up.

As mentioned before, I phoned 119 on another matter previously, and they were really helpful.

I had exactly the same issue as 89redballoons above. The same error message is displayed on the app on my phone and through the web site on a desktop computer or laptop, so it is not device-related.

I requested help through the app and had a similar useless reply telling me they didn't deal with Covid-Pass related issues but didn't suggest where I should turn to.

I have called 119 on two occasions now. The first time I was told my issue was logged and that I would receive a call within 5 working days from telephone number 01869 817119 and that they would make 3 attempts to contact me. Two weeks have passed and I have not received that call.

The second time I called 119, a helpful fellow ordered a paper version of the Covid pass and told me it would take up to 5 working days. 3 days have elapsed and I am rapidly losing hope! He also told me to ring NHS Digital Services on 0300 303 5678 who he assured me would be able to resolve my technical issue. When I rang that number, the welcome message stated that if I was ringing about a Covid Pass matter, they couldn't help me and I should visit the web site!

If anyone else has had a similar issue or better still, been able to resolve this, please let us know! Thanks

Hi there,
I had exactly the same problem, and exactly the same response (hopeless).

I did the following:

Uninstalled the app
Deleted my NHS login via the website (help.login.nhs.uk/manage/delete/)
Reinstalled the app and set up my NHS online account again via the website (exactly the same details as before)
Then I called my GP, and asked them to set me up with an online account their end at the practice, and to send me details of
a Linkage Key, ODS code, and account ID and in the app after I reinstalled it, you can verify using these details instead.

The first time I did this back in August, it worked for a month, then it stopped working and the same error message appeared. I guess it was as the app tried to regenerate the pass as they expire after a month. I've called the GPs again today, and asked them to delete any online service accounts they had for me, and set me up again at their practice, and send me the 3 details again, and again taking the steps above it worked. So...I will see in a months' time if it falls over again.

If the app is installed on multiple devices and/or you can also try on the website and it doesn't work, it suggests its a problem at 'their' end rather than your device and it is a shame that there appears to be no mechanism, process or ambition to assist from NHS digital.
Good Luck, I hope you get it sorted.