Account issues

Answer

Duplicate or Archived Accounts

If it’s been a while since you last used your SHL account, you’ll need to re-verify it. When logging in, a verification code will be sent to your registered mobile number or email address. Once received, follow the on-screen instructions to regain access.

Changed Your Mobile Number or Email Address?

If you still have access to the mobile number and/or email you initially registered with, log in using those details. After logging in, you can update your contact information.

If you no longer have access to your old contact details, do not create a new account. New accounts will be flagged as duplicates and automatically locked, which may delay your access to testing or treatment. Instead, email the SHL team at: [email protected]

Include the following in your message:

• Full name
• Date of birth
• Old mobile number/email address (if known)
• New contact details you'd like updated

You may be asked to provide supporting documentation. The SHL team aims to respond within one working day.

Duplicate accounts

If you have created a new account and it is locked, please email the SHL team at: [email protected] we endeavour to give you access to your original account. The SHL team aims to respond within one working day.