How the Track and Trace app works & Common FAQs

How and when should I pause contact tracing?

You can pause contact tracing within the app by moving the contact tracing toggle on the home screen. If you’re a health or care worker practising infection prevention and control (IPC), including wearing correct PPE, you should pause contact tracing on your app. You should also pause the app when:

  • you’re working behind a fixed Perspex (or equivalent) screen and are fully protected from other people - you should be adequately protected

  • you store your phone in a locker or communal area

Remember to turn contact tracing back on once you leave this situation.

What is my postcode district risk level?

When you first register for the app, you'll be asked for the first half of your postcode, so we can notify you when your area’s risk level changes. In England, risk level is based on the Local Authority watch list. This is determined each week by the Secretary of State for Health and Social Care. It draws on advice from the Chief Medical Officer for England, NHS Test and Trace, the Joint Biosecurity Centre and Public Health England.

Risk Levels and what they mean in England:

  • High - High risk level means your local authority, or a neighbouring local authority is using additional measures, such as lockdown, to reduce transmission because of high levels of infection in the local area. A detailed action plan is in place with both local resources and national support. 

Read more about what you should do if your postcode district risk level is high.

  • Medium - Your local authority, or a neighbouring local authority, has high or rising levels of infection. Please follow national guidance.

Read more about what you should do if your postcode district risk level is medium.

When and why do I need to check into a venue?

If you enter a venue (for example, a shop, restaurant, religious centre or sports stadium) that has an official NHS COVID-19 QR code poster at the entrance, you should scan it with your app. Read more about how to tell whether a QR code poster is an official NHS one. If other people were at the same venue at the same time as you, and later test positive for coronavirus (COVID-19), you may get an alert to let you know. Read more about how it's decided whether you get an alert.

How do I check in to a venue?

 

To check in to a venue:

  1. Open the NHS COVID-19 app
  2. Select Venue Check In
  3. Hold your phone up to the QR code on the poster

When the app registers the code, you'll see a tick and the name of the venue.

How does the NHS COVID-19 app know when I’ve left a venue?

 

The app registers what time you enter a venue but does not register what time you leave. If people with coronavirus (COVID-19) were at the venue at a similar time as you, a human contact tracer from the Contact Tracing and Advisory Service (CTAS), or the Joint Biosecurity Centre (JBC), will look into the case. They'll evaluate the risk level based on the type of venue and the details of the case. This will help them decide who may be at risk. You do not need to check out of a venue. Your phone will register when you check into somewhere new, and it will automatically check you out of your last venue at midnight.

What about locations without an official NHS QR code poster?

 

All businesses and organisations are encouraged to display the official QR code posters. However, participation with the NHS COVID-19 app is entirely voluntary. If there is no poster on display, you should still register your contact details with the venue so that they can get in touch with you if they need to.

If I check into a venue using the NHS COVID-19 app, do I still need to give my contact details?

If you're asked to provide your contact details to support NHS Test and Trace when you enter a venue then you should continue to do so, but this will be kept under review. Providing your contact details allows local health protection teams to contact you directly where absolutely necessary to stop the spread of coronavirus (COVID-19).

When should I enter symptoms into the NHS COVID-19 app?

If you feel unwell, you should use the app to check if you have symptoms of coronavirus (COVID-19). The app will ask you questions about your symptoms. It will then tell you whether or not your symptoms mean you may have the virus. If your symptoms could be coronavirus, you will be able to book a test through the app. You should self-isolate while you wait for your test results. Read more information about how to self-isolate and what support is available for you.

If you have an urgent medical problem

If you have an urgent medical problem and you’re not sure what to do, you should use NHS 111. You can answer questions about your symptoms on the NHS 111 website or call to speak to a trained adviser. To use the phone service just dial 111. You can ask for a translator if you need one.

Depending on what you need, NHS 111 can help you to:

  • find out what local service can help you

  • connect you to a nurse, emergency dentist, pharmacist or GP

  • get a face-to-face appointment if you need one

  • find out how to get any medicine you need

  • get self-care advice

  • In a life-threatening emergency dial 999. Read more about when to call 999.

How do I enter my symptoms into the NHS COVID-19 app?

You can enter your symptoms into the app by selecting the ‘report symptoms’ button. You'll be asked a number of simple questions with ‘yes’ or ‘no’ answers. When you've answered the questions, you can check the summary of your answers before you submit this information to the app. The app will then tell you whether or not your symptoms mean you may have coronavirus (COVID-19). When selecting any symptoms, be careful to select the 'Continue' button, as selecting 'I don't have any of these symptoms' will ignore any symptoms that you have selected. You can report symptoms up to 10 days in the past.

What happens when I report my symptoms in the NHS COVID-19 app?

When you answer questions about your symptoms, the app uses this information to work out whether or not your symptoms mean you may have coronavirus (COVID-19).  If they do, the app will give you information about what to do, including self-isolating and booking a test.   The app will also send the first half of your postcode to the Joint Biosecurity Centre. This is to help the NHS track where the virus may be spreading, and get early insight into potential hotspots.

Do I have to enter my symptoms into the NHS COVID-19 app?

 

It's your choice whether to check your symptoms in the app or not. If you choose to answer questions about your symptoms, and find out you may have coronavirus (COVID-19), you'll be given advice on what to do and how to book a test. If your symptoms mean you might have coronavirus, you can choose to report your symptoms to the NHS through the app. If you later test positive for coronavirus, the NHS will send an alert to other app users who spent time near you over the previous few days. This alert is anonymous and will not name you or identify you in any way.