This article is for existing clients whose details have changed since becoming a ProblemShared client.
Select the type of information you need to update:
Change of address
We require a new proof of address in order to update your record.
Please send an email to our Client Support team at help@problemshared.net advising us of your new address along with one of the documents detailed in our dedicated proof of address article here: Proof of Address - What documents should I submit?
If you don’t feel comfortable attaching your proof of address to the email, you can request a SendSafely link. A SendSafely link is a secure link used for transferring confidential files, ensuring that the files are encrypted and only accessible to the intended recipient. We will reply to your email with the link.
We will send you email confirmation once your details have been updated.
Please note: If you have also changed GP, please provide their new details to us in the same email. You can read our guidance on GP details below.
If you are receiving medication and you are worried this will be sent to your old address, please call our Client Support team so that we can notify the medication team of the change.
Change of GP
It is important to keep us updated if you change GP surgery, especially if you are accessing our medication pathway. In order to update the GP details on your account, please either call our Client Support team on 020 3835 2900 or email help@problemshared.net with the following information:
- GP Name
- GP Surgery Name
- Address
- Telephone Number
- Email address – this is especially important as this is how we communicate with your GP. You may need to contact them directly to obtain this.
We will send you email confirmation once your details have been updated.
Change of legal name
Please follow this process if your name has changed through marriage, gender transition, deed poll, or a legal change abroad.
Please send an email to our Client Support team at help@problemshared.net advising us of your new name along with a document that evidences the link between your old and new name, such as:
- A marriage or civil partnership certificate
- A Gender Recognition Certificate
- A UK deed poll (enrolled or unenrolled, witnessed)
- A foreign name-change certificate with a certified translation.
Please note: A foreign passport or ID card showing only the new name is not sufficient on its own.
A new photo ID will be required if the existing one no longer matches your other records. You can see a list of our accepted Proof of ID here: Proof of ID - What forms of identification we can accept
We will send you email confirmation once your details have been updated.
If you have any questions related to our requirements, please don’t hesitate to contact our Client Support team at help@problemshared.net .
Preferred name and pronouns
We want you to feel comfortable and respected when accessing our services. If you use a different name or pronouns to those shown on your official records, please let us know and we’ll make a note of these preferences on your account.
Your registered name will need to remain the same as the name held on your GP records. However, we can record the name and pronouns you would like us to use when communicating with you.
This information will be visible to our Client Support team and other relevant members of our team who access your account in connection with your assessment, appointments, or care.
To let us know your preferred name or pronouns, please email our Client Support team at help@problemshared.net with the details you would like us to record.
We’ll send you an email to confirm once your preferences have been added to your account.
Change of telephone number
Please either call our Client Support team on 020 3835 2900 or email help@problemshared.net with your new telephone number and we will update it for you.
Change of email address
Please either call our Client Support team on 020 3835 2900 or email help@problemshared.net with your new email address and we will update it for you.
Please note: You can’t use an email address which is already being used for another account.
Once we have confirmed that we have updated your email address, either during your phone call or by email, you will need to:
- Go to the login page on problemshared.net.
- Instead of logging in as usual, you will click ‘Don’t have an account-Sign Up’.
- Use your updated email address and your usual password to access your account.
You should only do this AFTER we have updated the email address on your record.
Incorrect personal details on your account
If you notice that any of the personal details on your account are incorrect, such as a spelling error in your name or an incorrect digit in your date of birth, please let us know so we can look into this for you.
You can contact our Client Support team by calling 020 3835 2900 or emailing help@problemshared.net with details of what needs to be corrected.
We’ll check the identification we hold for you and, where appropriate, update your account with the correct information.
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