Increase in contacts to the NHSmail helpdesk

During this period of increased activity where we’re all responding to the COVID-19 pandemic, we are understandably receiving a significant increase in contacts to the helpdesk.

Our priority is to provide timely help and support to you in this challenging situation.

We have increased our capacity by bringing in additional resources – these new colleagues are being trained at pace.

We acknowledge there may be delays in our usual response times due to the increased demand for help and support and would like to thank you for your patience and understanding during this time.

We recommend visiting the NHSmail support site where you will find lots of helpful information on general account management and Microsoft Teams support.

Specifically, if you are contacting the helpdesk to request a password reset or account unlock you can do this yourself by following the step by step guidance on the support site.  Alternatively, your NHS organisation’s IT team should be able to help quickly with the administration of your NHSmail account (with the exception of pharmacy, social care, dentistry, GP locums and independent midwives who should review the National Administration Service guide).

Note: The helpdesk cannot assist with password resets sent by email to

In addition, if you are seeking support to re-access your account after a period of inactivity, please contact your NHS organisation’s IT support team.

Note: The helpdesk cannot assist with creating accounts or accessing inactive accounts.

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