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NHSmail & NHS Care Identity (Smartcard) Remove Registration | Admin Manual


This manual provides step-by-step information to access My Identity Portal and unlink a NHS Care Identity (Smartcard) account from your NHSmail account.

How to access My Identity Portal

Please navigate to the link below which will direct you to the My Identity Portal.
We strongly recommend that you use either Chrome or the Microsoft Edge web browsers.


How to remove an NHS Care Identity (Smartcard) account from NHSmail

1. Once you have opened My Identity Portal, please use the  Start now > button to begin the process.



2. Login to the portal using the NHSmail email address and password, e.g. user@nhs.net of the user who wants to remove the NHS Smartcard registration. If Multifactor Authentication (MFA) is enabled, please follow the steps to complete the authentication.


On the home page, click on the Unlink button.




4. Again, click on the Unlink button.




5. Insert the user’s NHS Care Identity (Smartcard) into the reader and, if offered a preferred choice of Authentication Mechanism, select Smartcard and click on Continue. If not, please proceed with step 6.

If you have already inserted the Smartcard and typed in the user’s  PIN, please proceed with step 7.

6. Enter the associated PIN number of the user’s Smartcard in the pop-up box and click on OK.



Note: Once you have entered your PIN, you may be redirected to another tab. Switch back over to the Link My NHS Accounts tab if this is the case.

7. Review the user’s NHSmail and NHS Care Identity account details displayed on the confirmation page and select Confirm to approve the registration removal from NHSmail.



8. You have now successfully removed the registration of the user’s NHS Care Identity (Smartcard) with NHSmail. You have now the option to ‘Go to Link My NHS Accounts Home’ or ‘Go to NHSmail Portal’.


Help & Support

For any issues or queries, please contact a Local Administrator at your organisation in the first instance.

Please contact your local Registration Authority for any support with:

  • NHS Care Identity Smartcard (reporting a lost card, getting a replacement, unlocking, renewing or resetting your PIN)

Please contact the National Service Desk on 0300 3035035 or raise a call using the National Service Desk tool (HSCN connection required), for any support with:

  • NHS Credential Management or NHS Digital Identity Agent software
  • Access or issues connecting to HSCN VPN
  • Spine or other Clinical Applications
  • Other NHS Care Identity Smartcard issues

Please contact the NHSmail Helpdesk for any support with:

  • NHSmail account management (locked, disabled or password change)
  • Issues with NHS Care Identity (Smartcard) registrations with NHSmail
  • Issues login into NHSmail Portal services or web-based Office 365 applications
  • Removing an NHS Smartcard registration from NHSmail

Last Reviewed Date 19/11/2022
Updated on 19/11/2022

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