Frequently asked questions

This page answers common questions for claimants using the Get your health assessment recording service. If you cannot find an answer here, contact the health assessment provider who carried out your assessment.

About the service

What is this service?

It is a secure way to get a copy of the audio recording of your health assessment (for example a Work Capability Assessment or a Personal Independence Payment assessment). When your recording is ready, the assessment provider sends you a text message with a link and a security passcode so you can download the recording to your phone, tablet or computer.

Who can use it?

The person who had the assessment, or their appointee if one acts on their behalf. You do not need to create an account or remember a username — you sign in for each recording using a passcode and your National Insurance number.

Is there a charge?

No. The service is free to use.

Is it available in Welsh?

Yes. Every text message and every screen is available in Welsh and English. Use the “Cymraeg / Change language” link at the top of any page to switch.

Getting your text message

How will I know my recording is ready?

You will receive a text message from DWP HAAS (or DfC HAAS in Northern Ireland). It contains:

• a link to access your recording,
• a one-time security passcode (8 characters — numbers and capital letters), and
• a reminder that you also need your National Insurance number.

How long do I have to download my recording?

Your link will work for 7 days. You can download your recording more than once, but only within 24 hours of your first download. After 7 days, the link expires and you’ll need to request a new one by calling the number on your appointment letter.

I haven’t downloaded it yet — will you remind me?

Yes. If you have not downloaded your recording, you may receive reminder text messages over the following days. They reuse the same passcode we sent you the first time.

Signing in

What do I need to sign in?

Two things, every time:

1. Your security passcode — the 8-character code in your text message (numbers and capital letters).
2. Your National Insurance number — it is on your National Insurance card, a benefit letter, a payslip or a P60. For example, “QQ 12 34 56 C”.

You need both. One on its own will not let you in.

Where is my passcode?

It is in the first text message we sent you. It is 8 characters long and uses only numbers and capital letters. To avoid confusion it never contains the letter “O” or the number “0”, or the letters “I”/“L” or the number “1”.

I keep getting “The security details you entered do not match.”

This means the passcode and National Insurance number together did not match our records. Check both carefully:

• Type the passcode exactly as shown — it uses capital letters.
• Enter your National Insurance number with no extra spaces; the page tidies the format for you.

For your security, the message is the same whether it was the passcode, the number, or something else that did not match.

My access is locked. What happened?

After 3 incorrect attempts your access is locked for 15 minutes. Wait, then try again with the correct passcode and National Insurance number.

My access is blocked. What do I do?

If sign-in is locked 3 times in a row, access is blocked for security. Please contact the health assessment provider to arrange a new link to your recording.

My link has expired. What now?

Links last 7 days. If yours has expired, contact the health assessment provider and ask them to send your recording again. You will get a new text with a new link and passcode.

Downloading your recording

How do I download it?

After you sign in, open the Download your recording page and select “Download your recording”. The file saves to your device. Do not close the page until the download has finished.

Can I listen to it in my web browser?

No. The recording does not play in the browser — it downloads as a file to your device. Open it from your device afterwards using any media player.

What file will I get?

An audio recording of your assessment. The download page shows you the file name, size and format before you download.

I’m on my phone and the download didn’t seem to work.

Keep the page open until the download completes, and make sure you have enough free storage and a stable connection. If it still fails, sign in again using your passcode and National Insurance number and retry. The passcode works for the full 7 days.

After you download

Where is my file now?

It is saved on the device you downloaded it to — check your Downloads folder or your device’s files/media app. The recording is yours to keep, listen to and store safely.

Why has my recording been deleted from the link?

For your security, the copy on this service is temporary. It is automatically deleted:

• 24 hours after you download it, or
• after 7 days if you never download it,

whichever comes first. The original recording is still held securely by the Department — this link only ever held a short-lived copy.

I lost the file after downloading — can I get it again?

You can download your recording again within 24 hours of your first download, using the same link and passcode. After that the temporary copy is deleted, and you’ll need to contact the health assessment provider for a new link to your recording.

Privacy and security

Someone sent me a link asking only for a password — is that this service?

Be cautious. This service always asks for both your passcode and your National Insurance number, and the text comes from DWP HAAS or DfC HAAS. If a message asks for payment, bank details, or only a single code, do not act on it — contact the assessment provider to check.

I need more help.

Contact the health assessment provider who carried out your assessment. They can answer questions about your recording and arrange a new link if you need one.