NHS.net Connect FAQs
Published on: 16th August 2022 | Updated on: 22nd April 2026
This page answers common questions about NHS.net Connect, including how to set up accounts, use shared mailboxes, manage access, and resolve common problems.
A shorter summary of the most common issues is available in the nhs.net FAQ factsheet.
You can also read more on Community Pharmacy England’s main nhs.net webpage.
Q. Can personal NHS.net Connect accounts be linked to more than one pharmacy shared nhs.net mailbox?
Yes.
Q. Can multiple head office staff obtain personal nhs.net accounts?
Yes. Head office staff can create personal accounts by selecting a pharmacy branch and being linked to it. A personal account is needed to use NHS Profile Manager.
Q. How many personal nhs.net accounts can be set up per pharmacy?
In most cases, up to 10 personal accounts can be created per pharmacy. Pharmacy owners should decide which team members need access to the shared mailbox. For example, locums may not need access if another team member on duty already has it. Users do not need to be pharmacists.
Q. I received details of the pharmacy shared mailbox but not my personal account. What should I do?
Email helpdesk@nhs.net, explaining the issue. Include your full name, the pharmacy ODS code, and the shared mailbox email address.
Q. I received my personal account details but not the pharmacy shared mailbox details. What should I do?
Email helpdesk@nhs.net, explaining the issue and providing your full name and the pharmacy ODS code.
Q. I work in an extended-hours pharmacy. How many people can access the shared mailbox?
There is no limit on the number of people who can access a shared mailbox, provided each has a personal nhs.net account and, where required, approval has been given.
Q. What is a user mailbox?
A user mailbox is a personal account for one individual. Passwords must never be shared. If a colleague needs access, they must apply for their own account.
Q. How do I activate my personal nhs.net account?
Once you receive your username and temporary password, activate your account by:
- Going to nhs.net
- Selecting Log in
- Entering your username
- Entering the password sent to your mobile phone
- Accepting the user agreement
You will receive a confirmation email once activation is complete. Each user must activate their own account.
Q. I need more than 10 personal accounts linked to our shared mailbox. What should I do?
In most cases, 10 accounts are sufficient. If more are needed, your local NHS England team can approve additional accounts where there is a clear business need. Approval must be requested by the pharmacy owner.
Q. A staff member already has an nhs.net account. Should I include them in a new registration?
No. Existing users should not be added again. Once the shared mailbox is set up, the mailbox owner can link the existing account.
Q. What is needed for a new pharmacy to receive a shared mailbox?
The pharmacy must have completed the Data Security and Protection Toolkit (DSPTK) to at least Standards met.
Q. How are new users added?
Requests must be sent from the shared mailbox to the National Administration Service (NAS).
For users without an account, include:
- Full name
- Mobile number (starting 07)
- Alternative email address
For users with an account, include:
- Full name
- nhs.net email address
- Registered mobile number
State whether the user will be an owner or member of the mailbox.
Q. How do I access the shared mailbox?
You can access it through:
Q. Who is the shared mailbox owner?
Each pharmacy must have at least one owner. Owners manage access and should ensure there is more than one owner for business continuity.
Q. What are the owner responsibilities?
These include:
- Supporting new users to log in;
- Managing access permissions;
- Ensuring compliance with the Data Security and Protection Toolkit; and
- Removing access when staff leave.
Q. What permissions do users have?
Users can send and receive emails as the shared mailbox. The mailbox owner controls permissions.
Q. What if emails cannot be sent from the shared mailbox?
Ask existing users to log in to reactivate their accounts. If no authorised users remain, contact the helpdesk to add new owners.
Q. What happens if the shared mailbox is not monitored?
This is a risk. Pharmacies should set up an auto-reply or auto-forward to a monitored mailbox.
Q. Can the shared mailbox email address be changed?
Yes, but pharmacy shared mailboxes must follow this format:
pharmacy.ODScode@nhs.net
If your mailbox does not follow this format, raise an urgent query with the helpdesk.
Q. I have a personal account, but cannot access the shared mailbox. What should I do?
Speak to the shared mailbox owner to be added. If no‑one can access the mailbox, contact the NHS.net helpdesk following escalation guidance.
Q. Do shared mailboxes have passwords?
No. Access is always via a personal nhs.net account.
Q. What if I forget my password and cannot reset it?
Speak to the shared mailbox owner, who must contact the helpdesk to reset it securely.
Q. What is the password policy?
Passwords:
- Must be at least 10 characters;
- Cannot reuse the last four passwords;
- Must not be common or breached passwords; and
- Expire after 365 days.
Q. How often do I need to log into my nhs.net account?
To keep your personal nhs.net account active, you must log in at least once every 30 days. If you do not, your account may be marked as inactive and then removed.
It is good practice to access the account regularly so that clinical referrals and urgent messages are not missed.
Q. Will shared mailboxes be permanently deleted?
No. Shared pharmacy mailboxes are managed differently. The deletion rules apply only to inactive personal nhs.net accounts.
Q. What activity keeps an account active?
Your account will stay active if, within each 30‑day period, you do at least one of the following:
- Log into the nhs.net portal;
- Log into a Microsoft 365 application;
- Use Microsoft 365 applications (for example Outlook with cached credentials); or
- Send an email from your personal nhs.net account.
Q. I received an SMS message saying my account is inactive. Is it genuine?
The nhs.net service may send SMS reminders if a personal account is inactive.
They will never ask you to share your password by text, email or phone.
If you are unsure about a message, forward it to helpdesk@nhs.net. You may also wish to read the advice on cyber security and email.
Q. How do I reinstate a deleted account?
Deleted Exchange Online mailboxes can only be restored within 30 days of deletion.
An email must be sent to the National Administration Service from the pharmacy shared mailbox, confirming:
- the deleted email address; and
- the user’s registered mobile number.
If reinstatement is not possible, a new personal nhs.net account will need to be created.
Q. What if I am going on long‑term leave?
If a pharmacy team member is on long‑term leave, such as maternity leave, the shared mailbox owner can ask for the account to be temporarily disabled.
This prevents deletion for up to 18 months. The account must be re‑enabled before this period ends.
Q. My team member is on long‑term leave. Can I disable the account?
Yes. The shared mailbox owner should email the helpdesk from their personal nhs.net account or the shared mailbox.
They must include:
- their own nhs.net email address; and
- the registered mobile number for the account being disabled.
An estimated return date is not required. If the account is not re‑enabled within 18 months, it cannot be restored.
Q. Can I use nhs.net with very old devices or software?
If you use nhs.net on older versions of Windows or Outlook, you may need to sign in again due to security updates.
Very old operating systems that no longer receive security support may stop working altogether.
If this happens, you can:
- access nhs.net using the web browser; or
- set up Outlook on a device with a newer operating system.
These requirements help keep NHS systems secure.
Q. If I email helpdesk@nhs.net, how quickly will I get a response?
The pharmacy service desk operates from 9am to 5pm, Monday to Friday, excluding bank holidays.
Outside these hours, password resets can be handled by the nhs.net National Service Desk on 0333 200 1133.
More complex issues can still be logged by emailing helpdesk@nhs.net and will be dealt with during service hours.
The NHS.net escalation guide explains this process in more detail.
Q. Why is a mobile number needed and how is it used?
A mobile number is required when setting up a nhs.net account so that:
- temporary passwords can be sent by text; and
- users can reset passwords securely.
When you first sign in, you must accept the Acceptable Use Policy and set security questions. These support self‑service password resets. If security questions cannot be answered, the helpdesk will use the registered mobile number to verify identity.
A change introduced in summer 2019 ensures that mobile numbers for pharmacy users are hidden from the NHS Directory by default. You can choose to unhide your number using NHS.net guidance.
Q. Can the helpdesk still see my mobile number?
Yes. The helpdesk can always access registered mobile numbers. This is needed for account recovery, security checks and inactivity alerts.
Q. How can I unhide my mobile number?
You can unhide your number by following the NHS.net guidance on managing directory visibility. Only legitimate nhs.net users can access the Directory.
Q. I am a shared mailbox owner. What is my mobile number used for?
Your mobile number allows the helpdesk to confirm your identity if another team member is locked out and cannot reset their own password.
Q. What if I cannot take my phone to work?
You can activate your account on another computer, such as at home.
If needed, you can note your password and complete the setup at work, but it is strongly recommended to have your mobile phone available for the first login.
Q. What should I do if I move pharmacy or leave the sector?
If you move pharmacies, ask the shared mailbox owner to remove your access and link your account at the new pharmacy.
If you leave the pharmacy sector, email helpdesk@nhs.net so your account can be marked as a leaver and deleted after 30 days.
If you move into another NHS role, the new organisation must mark your account as a joiner within 30 days.
Q. How do I set up accounts for new staff or more than 10 users?
If the pharmacy has fewer than 10 linked accounts, the shared mailbox owner can request a new account via helpdesk@nhs.net.
If more than 10 accounts are required, approval must be obtained from the regional NHS England team before creation.
Q. What should we do with nhs.net during a consolidation?
When pharmacies merge, the shared mailbox owner must email the National Administration Service to arrange ownership changes and remove leavers.
At least one active personal account must remain linked to the shared mailbox.
Q. What happens if our ODS code, ownership or location changes?
Email helpdesk@nhs.net to update the shared mailbox address if needed.
After changes:
- Send a test email and confirm access works;
- Check staff access and shared mailbox permissions; and
- Ensure Data Security and Protection Toolkit requirements continue to be met.
Pharmacy teams can now use Microsoft Teams within nhs.net.
Q. Should Teams requests be sent from the shared mailbox?
Yes.
Q. What information is required?
• An email from the shared mailbox;
• A clearly named Team linked to the pharmacy; and
• Details of the nhs.net account that will own the Team.
Q. Can one shared mailbox request more than one Team?
Yes.
Q. What is People Finder?
People Finder, also known as the NHS Directory, lets nhs.net users search for personal and shared mailboxes.
It may also show contact numbers where users have chosen to make these visible.
The Raising nhs.net technical issues and escalation factsheet may also be helpful.
For more information on this topic please email it@cpe.org.uk
