Troubleshooting self-service unlock smartcard
How to fix common issues with the application that allows people to unlock their own smartcards.
If a smartcard holder has problems using the application, it's likely that the workstation or network they're using is not set up correctly, or it's filtering out our domains.
In most cases the smartcard holder's local IT team will need to follow the instructions on this page to change the configuration to get self-service unlock smartcard to work.
Common issues with self-service unlock smartcard
What to do if you get the error "ERR1009: Failed to obtain SOPIN for user" when trying to access the Care Identity Service.
What to do if you get the error "PR Service returned with following exception code PR20002 and message Port redirection service is unavailable".
What to do if you get the error 'There was a problem reading your Smartcard. Please restart the Identity Agent. If this fails to rectify the problem, please contact your Registration Authority service.'
Report a different error
To report a different bug or issue, go to the NHS Digital Customer Portal or email [email protected]
Last edited: 2 February 2026 12:16 pm