Types of Account Status

This article summarises the different NHSmail user account statuses that are applied in the NHSmail Portal.

  • Active: A user account that has been used within the last 90 days and the password has not expired.
  • Inactive: A user is flagged as inactive after 90 days without activity.
  • Active (Leaver): These accounts are Active but marked as a leaver and are in the 30 day leaver window after which accounts are eligible for deletion.
  • Locked: An account that is locked due to too many password attempts being made by users or their devices. When an account becomes locked in AD/Exchange a background process runs to update the status to Locked in the Portal.  This will set the UpdatedBy field to ‘BackgroundTasks’ in the Portal.
  • Deleted: Accounts that have been deleted but can be restored as they fall within the data retention period of 30 days.
  • Deleted Permanent: Mailboxes that have been permanently deleted and cannot be restored. 
  • Disabled:  Accounts where a Local Administrator has disabled an account in the NHSmail Portal.
  • Enabling: An in progress status presented for a few seconds whilst an LA is enabling a disabled account.
  • Disabling: An in progress status presented for a few seconds whilst an LA is disabling an active or inactive account.
  • Deleting:  An in progress status presented for a few seconds whilst the automated mailbox hygiene processes are running to delete eligible accounts.
  • Restoring: An in progress status presented for a few seconds whilst an LA is restoring a deleted account.
  • Pending: An in progress status presented for a few seconds whilst an LA is creating a new account.
  • Migration Pending: When an account is in a Migration Pending status, this means they are in the process of being migrated to the cloud. This process generally takes 8 hours.

If an account is in an Enabling, Disabling, Deleting, Restoring or Pending status for an extended period of time (e.g. more than 24 hours) Local Administrators can raise a ticket with the NHSmail National Helpdesk to resolve. 

For more detailed information on the account management lifecycle, please visit the data retention and information management policy guidance. 

Last Reviewed Date 26/08/2022
Updated on 26/08/2022

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