Chaos as NHS coronavirus tracing app plagued with technical issues within hours of launching

The NHS Test and Trace app was hit by chaos when people were left unable to download it due to a glitch on the first day, as the Health Secretary Matt Hancock revealed people who ignored its self-isolate notifications would not face fines.

The Google app store page for the Android version of the long-awaited NHS Covid-19 app, Google Play, was soon flooded with comments on Thursday morning from users complaining that when they downloaded the app it was only the trial version, which locked them out of using it unless they had a five-digit NHS code.

The problems with the app came as it also emerged on Thursday that fewer than one in three people who have an "in-person" Covid-19 test get their result within 24 hours.

New NHS data shows only 28.2 per cent of people tested in England in the week ending September 16 at a regional site, local site or mobile testing unit received their result within that time frame – down from 33.3 per cent in the previous week and 66.5 per cent in the week ending September 2.

Epidemiologists have previously warned the NHS Covid app will have a limited effect if people are unable to get test results within 24 hours, as the self-isolate alerts will be triggered too late to prevent infections.

The app uses Bluetooth connections on users’ smartphones to log when people come into close enough contact to potentially spread the coronavirus. When a user tests positive for Covid, the app then sends alerts to all those they have had close contact with asking them to self-isolate and get a test.

However, the downloading glitch following the launch on Thursday morning left users frustrated and confused with some saying they were already deleting the app.

The app has been tested since August on the Isle of Wight and the London borough of Newham, where participants needed a five-digit code to activate the app.

One Android user, Liam Edmonds, said on Thursday: “Utter rubbish, still related to the Isle of Wight pilot scheme. Totally unusable. What a waste of tax money.”

The Department for Health and Social Care said some people who tried to download the app early on Thursday may have still received the trial app.

A spokesman said the issue would be resolved as soon as the app was updated.

By Thursday evening the app had been downloaded more than a million times by Android users, according to the Google Play Store. The total figure is likely to be higher when iPhone downloads are included, but Apple does not provide similar data for app downloads.

On Thursday, Health Secretary Matt Hancock said people would not face fines if they ignored the app’s self-isolate warnings, as they do if they ignore similar instructions from human contact tracers that can incur penalties of up to £10,000.

Speaking on BBC Breakfast, he said: "Now, that (app) self-isolation is voluntary, unlike at the moment, where it's mandatory to self-isolate if you are told to by NHS Test and Trace.

"But if you need the financial support to self-isolate, then you can click through and declare that."

Mr Hancock also said the "vast majority" of people had the right smartphone software to download the app, adding that some may need to upgrade their phone's operating systems.

He added: "The more people who download this app, the more effective it will be."

His comments follow fears from charities that older people could be excluded from using the app as it only works on newer smartphones with the latest software.

iPhone users need to have iOS 13.5 or newer installed and Android users Marshmallow 6.0 to download the app.

Analysis by The Telegraph suggests that more than 4 million iPhone and Android could have phones or software too old to use the app.

The Telegraph saw numerous instance of Android users commenting in the App Store saying they could not use the app due to needing a trial code.

A Department of Health and Social Care spokesperson said: “[The] one example cited is an individual who later confirmed the app is now working, another appears to have download the trial version which is no longer available and we have been very clear that the app is compatible with the vast majority of Android and Apple devices.

“By downloading this app you are helping protect yourself and others. Already, thousands of people have taken that step, it is fully available across England and Wales in both Android and Apple app stores.”The Telegraph saw numerous instance of Android users commenting in the App Store saying they could not use the app due to needing a trial code. A Department of Health and Social Care spokesperson said: “[The] one example cited is an individual who later confirmed the app is now working, another appears to have download the trial version which is no longer available and we have been very clear that the app is compatible with the vast majority of Android and Apple devices.  “By downloading this app you are helping protect yourself and others. Already, thousands of people have taken that step, it is fully available across England and Wales in both Android and Apple app stores.”