Why is my SHL.UK account locked?

Answer

There are multiple reasons why your account may be locked. Some accounts are locked temporarily, whilst others may be permanently closed:

• We have been unable to contact the service user, and a further discussion is required about their clinical care before offering further testing or prescribed treatment
• Suspected underage (under 16) service users.
• Suspected or confirmed safeguarding concerns
• Duplicate accounts or archived accounts – see below
• Suspected or confirmed misuse of the service – see below
• Service user unable to verify account registration details – see below
• Unacceptable or abusive behaviour by service user

Problems accessing my account or updating my account profile

At SHL, we prioritise the security and confidentiality of your personal data. Your SHL account stores confidential clinical information including your test results and treatment history, and we ask for your cooperation in keeping this information secure.

To ensure the security of your clinical SHL account, please register for the service using your own UK mobile number and take the time to verify that all profile information you provide at registration is correct.

Providing false or incorrect details, including your full name, date of birth and gender/sex will cause delays in or an inability to access certain test results, and can cause problems ordering or receiving urgent treatment. Using a shared phone number or one that belongs to someone else risks your personal information being shared with others.

You can change/update certain profile details on your account. You will be able to change and amend your mobile number (if it is PIN verified), email address and your postal address at any time by logging in to your account. However, once your account has been created and used, there are certain identifiers you will not be able to change or amend yourself. If you notice any errors after registration, or if your name or surname has changed (e.g. following marriage or by deed poll), our SHL clinical team is available to assist you via phone: 0203 315 4545 or email: recall.shl@nhs.net. In some instances, you may be asked to provide supporting documentation to make these changes.

If you contact us and cannot verify the profile details we have on your account, or we suspect or confirm misuse of an account or a significant risk to the confidentiality of an account holder, the account may be temporarily or permanently locked for security purposes. This means we may be unable to assist you in providing results, treatment or further testing and you may need to attend your local sexual health clinic for ongoing sexual health care.

If you have forgotten your password, you can reset your password here. We will email you with another link to the email account you registered with for verification which will then allow you to reset the password online. If you are having problems, it may be because you signed up with a different email address (and therefore the re-set link was sent to this one).