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.

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. 

Updated on 21/09/2021

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