Issue Description: When an account is created through the Portal user interface, using the Portal .CSV Upload tools, or via TanSync, the account remains in a status of Pending instead of becoming Active. This applies to creation of shared mailboxes as well.
Latest Update and Guidance: This issue is currently being investigated under PRB0102761, but the NHSmail team are taking regular action to correct this problem and in many cases without further action being required from the Local Administrator.
During each working day our engineers are correcting accounts that remain in the status of Pending. This activity occurs in the morning, at lunchtime and late afternoon. With this in mind, we would ask that Local Administrators allow time for this process to complete and re-review the status of the account later in the day before choosing to raise a support ticket with the NHSmail Helpdesk.
Following the account correction the vast majority of accounts will become Active, however a few accounts may become Disabled or may require re-creating.
- For Active accounts, no further action is required.
- For Disabled accounts the Local Administrator should Enable them. They will then become Active.
- If an account remains in Pending state after 24 hours please re-create the account and disregard the Pending account which will eventually be cleaned up and removed from mailbox reports etc.
