There are a number of reasons you may receive this message.

Your phone may not support the app. Read more about which phones can and cannot use the NHS COVID-19 app.

You may have restricted settings on your phone that are preventing you from using the app. This is most common if you have a work phone or have special software installed on your personal phone because you use it for work purposes. Read more about using the app on work phones.

You may have another app installed on your phone which uses the same contact tracing technology and is preventing the NHS COVID-19 app from working. Read more about how to use more than one contact tracing app on the same phone.

If you have an iPhone, make sure Exposure Notifications and an Active Region are switched on in your phone settings by following these steps:

  1. Go to your phone’s settings and select ‘exposure notifications’.

  2. Make sure ‘active region’ is set as ‘England and Wales - Department of Health & Social Care'.

  3. Select the arrow next to this option, then scroll down to ‘share exposure information’.

  4. Make sure the toggle for ‘share exposure information’ is switched on.

When you have completed these steps, go back into the NHS COVID-19 app and follow any prompts for set up.

If you are still having problems, please use the feedback form to report a technical problem.