Information – New User Account Creation

05/06/2024 18:00:00 PM

We have identified an issue with new account creation which will occur if specific criteria are met. The issue is triggered when a new user account is created and the password is entered manually via the Portal UI instead of through use of the generate password button. Where the manual password entered has been identified as having been present in a data breach, or having been present on a list of commonly used passwords, an exception error is thrown and this prevents the account creation activities from completing as expected.

We are investigating the action necessary to resolve this issue but would strongly advise anyone creating a new account to utilise the generate password button wherever possible to avoid experiencing this issue.

We appreciate your patience whilst we work to mitigate this issue and apologise for any inconvenience caused.

To report any issues, please contact the NHSmail helpdesk on 0333 200 1133 or by sending an email to

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