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Need help with the app?


Whether it's technical problems with the app, queries relating to its features or issues downloading the app, you can email Babylon support at support@babylonhealth.com or call the Babylon support helpline on 0330 223 1008. It's open every day from 8am to 10pm.

If your query is about your health insurance policy, registration code issues or pre-authorisation, you can contact our Bupa support team on 0345 609 0777 ^. We may record or monitor our calls.

The benefits of your Digital GP service

Babylon GP at Hand is a digital-first NHS GP practice, run by Babylon.


With the Digital GP service we offer through Babylon:

  • There’s no need to switch or deregister from your current NHS GP practice.
  • Digital GP works alongside your NHS GP, giving you greater choice and convenience to fit around work and life.
  • Members have 24/7 access to instant health information and UK GPs1 when travelling abroad.
  • Members can get prescriptions delivered to home or work, which isn’t available with Babylon GP at Hand†.
  • Members can add dependants covered under the user’s health insurance policy.

1Exclusions apply, including Australia, USA, Canada and China. Before use, please check for any local restrictions on consulting with a medical professional outside of the country where you are.

This refers to private prescriptions only.

  • Search ‘Babylon’ in the App store or Google Play.
  • Download the Babylon app to your device.
  • Once you download the app, you can register your details. Remember to enter your validation code at this point, so you aren’t charged for appointments. You can also enter the code once you’ve registered by navigating to the ‘Me’ tab in the app.
  • You’ll need to register with your name exactly as it appears on your Bupa membership documents, along with your preferred email address, date of birth and a password.
  • Your account will then be verified, confirmed and activated by Babylon.

All Babylon pharmacists can issue prescriptions, just like GPs.


Some of the areas they consult on include:

  • Asthma, depression, high blood pressure, contraception, minor ailments, medicines reviews and prescription requests.
  • They can deal with complex medicine queries.
  • They prescribe antibiotics responsibly and only where appropriate.

  • All Babylon ANPs are prescribers and so can issue prescriptions, just like GPs.
  • They can assess, diagnose and treat most common illnesses, such as coughs, earaches, sore throats, and urinary tract infections.
  • They can also assess, diagnose and treat patients with complex problems.

Appointments are available within 24 hours of your request.

You can see any upcoming online appointments on the Babylon app home screen and on the ‘Appointments’ tab, which sits under the ‘Clinical Records’ area. You can cancel any appointments you’ve booked here, too.

You will receive a notification in the app, reminding you about your appointment five minutes before it’s due to start.

  • If you haven't done so already, go to ‘Settings’ on your phone and enable ‘push notifications’ for the Babylon app.
  • The GP will then call you by your selected method (phone or video) at the scheduled appointment time.
  • Start using the Symptom Checker by clicking ‘Check Symptoms’ on the Babylon app home screen.
  • Describe your symptoms and Symptom Checker will give you the most appropriate health information and next steps to take. It is not a replacement for seeing a doctor if you’re unwell.
  • Symptom Checker is still learning about children and health in pregnancy, so isn’t ready to help with these topics. In these cases, you should book a digital GP appointment.

Children under the age of 16 must be added to their parent's account and can only have a consultation with a GP when a parent or guardian is present.

Consultations with a child must be carried out via video call.

For some conditions, you may not need a GP referral to access treatment. If you’re worried about an issue concerning muscles, bones and joints, mental health or cancer, you can call Bupa directly. Depending on your cover and the nature of your symptoms, you may be referred to a specialist there and then.

Direct Access telephone services are available as long as your symptoms are covered under your policy. If your cover excludes conditions you had before your policy started, we’ll ask you to provide evidence from your GP that your symptoms were not pre-existing for a period of up to two years from your policy start date (or five years in the case of mental health). Always call us first to check your eligibility.

Please visit Direct Access for further information or call us on 0808 250 9066^.

^Lines are open Monday to Friday 8.30am to 6pm. We may record or monitor our calls.

All Babylon nurses and GPs are employed by Babylon and are registered with the General Medical Council (GMC). Babylon is inspected and regulated by the Care Quality Commission in the United Kingdom.

If you would like to share the details of your appointment with your regular NHS GP, you can choose this option within the ‘Me’ section of the app. You must provide the details of your GP surgery to use this feature.

You shouldn’t use Digital GP in situations that require immediate attention, instead please contact emergency services. Here are some examples (although this is not exhaustive):

  • Chest pain
  • Severe bleeding
  • Severe difficulty in breathing (shortness of breath)
  • Sudden, severe pain anywhere in the body
  • Moderate to severe burns
  • Convulsions or seizures
  • A sudden change in mental status (such as unusual behaviour, confusion, or difficulty waking from sleep)
  • Head or spinal injuries
  • Serious limb impairment or broken bone(s)
  • You have harmed yourself or have plans to end your life


For certain conditions, we recommend that you always speak to one of our clinicians. These include (but are not limited to):


  • Recent surgery
  • Known HIV or AIDS
  • Active tuberculosis
  • Fever after travel outside of Europe or North America
  • New or rapidly changing rashes

Remember that all text-based chat (e.g. the Symptom Checker feature) within Babylon should not be considered a substitute for medical advice. All responses provided are for information only and shouldn’t be seen as medical advice.

  • Go to the ‘Me’ icon, click on ‘Clinical Records’, then click on the ‘Your Details’ section.
  • Here you can edit or update your name, email, phone number, address, DOB and other personal information. Please note this will only change the details that Babylon holds for you (and not Bupa).
  • In the ‘Clinical Records’ section of the app, you can update your GP details as well as your medical history.

Although the Babylon app is a UK-based service, you can download the app and/or have a consultation with a UK GP in certain countries around the world, as long you have a reliable network connection2.

  • All Babylon doctors speak English and can help you to get the medical treatment you need, wherever you are. Other languages are not currently supported.

  • If you’re in the European Economic Area, the GP may be able to arrange a private prescription for you. However, the doctors must adhere to strict rules and regulations, including what can be prescribed.

    There are some locations outside of the UK where you may be able to pick up your private prescription. Please let your GP know during your consultation if you're outside of the UK, so they can best advise you.

    If you’re somewhere else in the world, Babylon will do their best to help support you, but can’t guarantee you’ll be able to get your prescription fulfilled.

    2Exclusions apply, including Australia, USA, Canada and China. Before use, please check for any local restrictions on consulting with a medical professional outside of the country where you are currently situated.

    Private prescriptions only.

    The Digital GP app provided by Babylon doesn’t currently offer the option to choose a female or male GP. Please email one of Babylon’s clinical support team at support@babylonhealth.com if you want to specify, and they can help you.

    All online consultations are completely confidential between you and the doctor, nurse, physiotherapist or pharmacist. All medical and appointment notes made during the appointment will be made available to you at the end of each appointment.

    All medical and appointment notes are encrypted and available only to you. Restricted members of the Babylon senior clinical management team managing your care can also access them if needed.

    • If you consent at the time of booking your consultation, your information can only be shared with your NHS GP.
    • You can update your GP details using the ‘Clinical Records’ section of the app. Please see Babylon’s privacy policy which explains how your information may be shared.

    • Babylon Digital GP has an automatic log-out function after 30 minutes of inactivity.
    • You’ll also need to enter a password when entering your clinical records, so if someone uses your device while you’re logged in, your information would still be protected.
    • You also have the option to enable Touch-ID for an extra layer of security (if your phone/tablet offers this feature).
    • Where are my medical records stored?
    • Babylon stores all of your personal health data on secure servers located in the UK.
    • Where you have chosen a password that enables you to access certain parts of our app, you’re responsible for keeping this password confidential. Please don’t share your password with anyone.


    Please read Babylon’s full T&Cs and privacy policy for further information.

    • Yes, if appropriate.
    • Please note that Digital GP sick notes may not be valid for social security or statutory sick pay purposes, so please check with your employer.
    • Only a patient’s own NHS GP can issue NHS Fit Notes for these purposes.

    Patient and data safety are a top priority, so the Babylon app has a security verification process. This ensures that your data and details are more secure. The process should only take a few minutes and then you can continue with your booking – you’ll need to complete this step before accessing our online doctors.

    You’ll be guided through the process from within the app, but please don’t hesitate to contact the Babylon support team on 033 0223 1008 (available 8am-10pm, 7 days a week).

    You’ll need to upload a form of identification, such as your driver’s license or passport photo page, along with a photograph of your face. This will verify you as the member and ensure that your account and all your details are secure.
    Here’s what the security validation process will look like:

    1. The first time you book an appointment using the Babylon app, you’ll have to follow the security validation process – you only have to do this once.

    2. Using your phone or tablet, you’ll be asked to take a picture of one of the following identification documents – this is then automatically uploaded to the Babylon app:

  • Passport
  • Driver’s licence
  • Identity card
  • Residence permit

  • 3. Once you’ve completed the above steps, you then have to take a picture of your face (a selfie). Again, this is automatically uploaded to the Babylon app.

    4. That’s the security validation process completed – should you have any issues or questions during this process, you can contact the Babylon support team on 033 0223 1008 (available 8am-10pm, 7 days a week, 365 days a year).

    You can still continue with your appointment, but the GP won’t be able to issue a prescription until you’ve completed the ID verification. You can verify this from the ‘Me’ section in the app before the appointment begins.



    Digital GP help videos


    Important information


    For some medical conditions you might want to visit a health professional in person. For example, if:

    • • you aren’t able to express your health needs through the app

    • • you’re worried about the advice the app gives you or it’s different from other advice

    • • You need a physical examination

    Please feel free to use Digital GP as a first port of call if you are unsure on any of the above, and the GP will be able to advise you of the next best course of action

    Please do not use this app in a medical emergency.


    Further information

    We may record or monitor our calls. Lines are open 8am to 8pm Monday to Friday and 8am to 4pm on Saturday.


    Customers who live in the Isle of Man, or have a Bupa Standard, Bupa Premium or Bupa Your Choice policy, do not have access to Digital GP provided by Babylon, but can access GP24, provided by HealthHero. Some corporate schemes don't include access to Digital GP or GP24, so please check your scheme documents or give us a call.

    ††If you don't enter a code you may be charged for appointments at the current prices: £149 for an annual subscription, three monthly payments of £44.97 (billed every 3 months), or £49 for a one-off GP appointment.

    Whilst click and collect services or delivery is free, the cost of the prescription is paid for by the individual as this is a private prescription. Click and collect private prescriptions can usually be picked up within 60 minutes from your chosen pharmacy, depending on your pharmacy opening hours. You can collect over the weekend at selected pharmacies. Prescription delivery is available Monday to Saturday - same day delivery in Greater London and next day delivery in the rest of the UK if you select before 5pm.

    ‡‡The cost of the prescription is paid for by the individual as this is a private prescription, so you'll need to pay for your medication.

    Digital GP is not regulated by the Financial Conduct Authority or the Prudential Regulation Authority.

    Digital GP services are provided by Babylon Healthcare Services Limited. Registered in England and Wales No. 09229684. Registered office: 60 Sloane Avenue, London SW3 3DD.

    Bupa health insurance is provided by Bupa Insurance Limited. Registered in England and Wales No. 3956433. Bupa Insurance Limited is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority. Arranged and administered by Bupa Insurance Services Limited, which is authorised and regulated by the Financial Conduct Authority. Registered in England and Wales No. 3829851. Registered office: 1 Angel Court, London EC2R 7HJ.

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