Resecure an account

Local Administrators will have the ability to resecure an NHSmail account when:

  • A user cannot remember their user account secret
  • A user has forgotten their security question and answers.
  • A user has made unsuccessful attempts in authenticating themselves to perform an admin operation on their accounts.

Important Note: It is the Local Administrator’s responsibility to authenticate a user and confirm their identity following their organisation’s policies. Do not resecure an account if you are not able to confirm a user identify.

When resecuring an account, the following actions will be triggered:

  • Password will be reset, and Local Administrator will be redirected to set a new temporary password
  • AUP status will be reset
  • User account secret will be reset
  • All user’s active sessions will be revoked

To resecure an account, follow the below steps:

1. On accessing the user’s profile via User Management, click the Resecure Account button.



2. On the pop-up window, read the message and triggering actions, then click on Confirm.



3. Enter a new temporary password for the user or click on Generate Password button and click on Update. It is recommended to leave the ‘Require Password Change at Next logon’ checkbox checked.

On next login, the user will be asked to re-accept the AUPs, update their profile information and set a new user account secret.


Resecuring an account will reset the AUP status and revoke all active sessions. The user will not be able to use or access the NHSmail Portal services or any Office 365 applications until they re-login using the temporary password, create a new password and completes the re-acceptance of the AUP. Additional information can be found in the following article:

User guidance to accept AUP can be found in the following article:

Additional Information:

If the Resecure Account button is disabled, this can be explained by one of the following reasons:

  • The user has not accepted AUP on their account.
  • The user’s account is not in an active-based status (e.g. Deleted, Disabled, Locked, etc.

Last Reviewed Date 07/07/2023
Updated on 07/07/2023

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