Anima lets you sign in in one of two ways: with NHS login, or with an email address and password. Each Anima account is set up for one of these, and it is tied to your NHS number. If you try the other way, or try to create a second account, Anima stops you and shows a message called Existing account found!
This article explains what each message means and what to do.
Why this happens
Anima only allows one account per NHS number. You will see an "existing account" message if:
You first used Anima with an email and password, and are now trying Continue to NHS login (or the other way round).
You linked your account to NHS login in your settings. After that, you must always use NHS login. Your old password no longer works.
Your GP practice created an account for you, using an email address you don't use or have forgotten.
You created an account in the past with a different email address, for example an old work email.
You were added as a dependant on a family member's or carer's account.
You have moved to a new GP practice, and your old Anima account is still linked to your NHS number.
What the message says, and what to do
Read the message carefully. It tells you which way to sign in.
"...registered with the email ... which is set up with NHS login" or "...already registered using NHS login"
Close the message.
Select Continue to NHS login and sign in with your NHS login details.
Don't create a new email account. It will not work while the NHS login account exists.
"...registered with the email [your email] and a password. Please continue with email"
Select Continue with email.
Enter your password and select Log in.
If you don't know the password, select Reset your password. See I've forgotten my Anima password.
Once you're in, you can link NHS login from Settings > Login settings > Link an NHS login if you'd like to use NHS login from now on.
"...registered with a different email address which is not set up with NHS login" This means your NHS number is already on an account with another email address. For your security, we don't show that address. We have sent a message to it.
Check your other email inboxes (including old or work emails, and spam folders) for an email from Anima.
Go back to the login page and try that email address with Continue with email.
If you no longer have access to that email, see "Still need help?" below.
"...registered through your GP practice but we cannot find an email address on file" Your practice set up your account without an email address. Call your GP practice and ask them to add your email address to your Anima account. Then follow How do I access my Anima account after it was created by my GP practice?
"...an existing dependant account registered with the same information" You are already set up as a dependant on someone else's account, for example a parent's or carer's. Requests for you can be sent from their account. If you want your own account instead, ask your GP practice. They can change it to your own account if you are over 13 and have no open requests.
"...registered with your details in an unknown configuration" Contact Anima support (see below). This needs our team to look at your account.
If you go round in a loop
Some patients see Your session has expired. Please login again... every time they select Continue to NHS login, or keep being sent back to the same message. If this happens:
Close all Anima tabs and open patients.animahealth.com in a new window.
Try Continue with email with every email address you might have used.
If you still can't get in, stop trying and contact us. Repeated attempts can lock you out for a few hours.
If we reset your account and you still see the same message when you register again, tell us straight away. Please don't keep trying.
Good to know
You can't have two Anima accounts with the same NHS number.
Linking NHS login is one-way. Once linked, use NHS login every time. If you need to go back to using an email and password, contact us.
Using Anima through the NHS App is separate from your Anima account.
If you've moved GP practice, sign in as normal and use Settings > I've changed my GP practice. Don't create a new account.
Still need help?
Contact Anima support at [email protected] or through the chat on this page. Tell us:
your full name and date of birth
your NHS number
your GP practice
every email address you might have used with Anima
whether you normally use NHS login or email and password
the exact message you see (a screenshot helps)
Never send us your password or any security codes.
If you need medical help urgently, call 999 or NHS 111. Don't wait for your login to be fixed.