NHS.net Connect (formerly NHSmail) – Secure, Fast and Free Communication

You can reactivate your account by signing into it as usual (including your shared site mailbox).

If this does not work, email, or call the national administration service:

helpdesk@nhs.net

0333 200 1133

User accounts are deactivated or deleted as unused accounts present a security risk to the NHS.net Connect platform.

Disabled accounts are classified as inactive whilst in a disabled state, they will remain on the platform for 18 months with no additional activity required.

New user accounts that have been set up but have not accepted the Acceptable Use Policy (AUP) or set security questions will be moved to inactive within 30 days from creation.

User accounts move from:

• Active to deleted if 60+ days of no activity
• Active to inactive if 30-60 days of no activity
• Inactive to deleted if 30+ days in inactive state
• Accounts that move to deleted state will then have 30 days to be restored, if required.

If your account has been deleted, please call the Helpdesk.  They will be able to confirm if your account can be restored or not.  If not, you will need to request a new account.

Email or call the national administration service:

helpdesk@nhs.net

0333 200 1133

If you are unable to answer your security questions, the helpdesk will use your mobile phone number to authenticate you. If you do not have a mobile number on the directory, the shared mailbox owner will need to contact the helpdesk to confirm they can authenticate you and reset your password.

Call the national administration service:

0333 200 1133

(Do not email)

Keep note of the Incident Ticket Number allocated to you as this will be needed for any follow up support needed.

If you are leaving your organisation, you need to email helpdesk@nhs.net to notify them so that they can mark your account as a ‘leaver’. After 30 days, accounts marked as ‘leavers’ will be permanently deleted.

If you are moving to another social care provider, you will also need to inform helpdesk@nhs.net so they can mark you as a ‘joiner’ to your new organisation.

For more information, access the Leavers and Joiners Guide

If your name changes, for example, you get married and change your surname, you should email helpdesk@nhs.net , who will edit your name and update your email address.

Your old email address will remain associated with your new account. If another user sends an email to your old email, it will be re-directed to your new email address.

It is not recommended for any user to remove their mobile number, especially if you are the owner of shared mailbox, as this will be used by the helpdesk for any authentication checks.

However, to hide your mobile number:

1. Log in to your account
2. Click ‘Profile’ in the navigation bar at top of the screen
3. Click on ‘My Profile’ tab

Click ‘Hide mobile number from address book’ option

The default account allowance is up to 10 named user accounts and 1 shared mailbox per site

If you require more than 10 accounts, this is the process to follow:

You will need to provide:

• Justification for requiring the 10 plus accounts.
• How many additional accounts are required
• Confirmation that you already have access to 10 mailboxes and that they are actively being used.  (NAS helpdesk can check the activity of the SMB to see how many active/inactive users are already linked and will prompt the user to ensure any inactive accounts are logged into before the request can be progressed.)

1. Once this has been sent to the helpdesk, they will issue you with a ticket reference number – keep a note of that.
2. If they deem your justification is acceptable, and the Minimum Data Set (MDS) is met, the NAS helpdesk will ask you to complete an excel spreadsheet which they will send to you, detailing the new user details for each new account requested.  However, if the justification is not acceptable, the helpdesk will seek further guidance from NHS Digital and discuss solutions with you.
3. The NAS helpdesk actions the request – once NAS has the MDS, they will aim to complete the request in 5 working days.
4. NAS helpdesk will inform the user and update the automated ticket number that has been raised.

Email template (to be completed by care provider and sent to NAS helpdesk – as mentioned above)

Dear Care Admin Team,

We require new user accounts for our shared mailbox. The new users will take our shared mailbox total to over ten users. We require these extra accounts because [insert justification reason]

Number of new users required: x