What does this mean for everyone using Relay UK?
Now the service is fully digital we can enjoy the benefits of a more stable and secure platform that is aligned with the wider roll out of a fully digital communications network across the UK.
Some specific changes that this migration delivers include:
- A fully modernised and resilient platform for developing and enhancing the service moving forward
- A more secure and safe card payment process that meets the latest industry standards. If you’re making a payment by a credit or debit card, your call will be passed over to another Relay Assistant whilst the payment is being accepted by the person you’re calling
- An improved call transfer process between Relay Assistants to minimise any disruption to your conversation on longer calls
- Full and final withdrawal of the legacy NGT Lite app
Your service should be unaffected by this change, but if anything isn’t quite as you expect, this may be because your app is open in the background and hasn’t refreshed. If this happens, please close the Relay UK app:
- On Apple (iOS) and Android mobile and tablet devices, from the ‘Calls’ screen, tap on ‘More’ in the top right corner and ‘Quit app’
- For macOS, select the App Menu (Relay UK), then ‘Quit Relay UK’
- For Windows, click the ‘X’ in the top right corner to close the app
Then re-open the app to continue using it as normal.
As always, a reminder to please make sure you’re using the latest app version. As of January 2026, this is 8.1.6 for iOS and Android devices, 8.0.41 for Mac and Windows desktop machines. Watch out for newer versions that will be released at regular intervals moving forward.
If you have any questions about recent changes to Relay UK or would like to share feedback on how the service works for you - or if you have any ideas on how it could be improved, please do get in touch with us – either by email to relay.uk.helpdesk@bt.com or via the contact us page.
Thank you for your support.