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Knowledgebase : Account Information and Issues

Veterans who have changed career path to either Navy, RAF, CS or RM and can not access the DLE but already have an account should do the following:

Log into www.defencegateway.mod.uk, "My Settings" and "Upgrade Account", complete the relevant fields say "No" to the service number and "Yes" to the @mod.gov.uk address. If you do not hold a first.lastname123@.mod.uk email address they will need to go down the sponsored route; detailed in the Won't let me register Knowledgebase article.

Please note you will only be able to access the DLE and will have limited access to areas of Defence Gateway.

Also please ensure your SyOps is up to date otherwise this will stop you from getting online via MODnet. The SPOC can help you with any issues you have with SyOps or BPS.

If you are rejoining the services or moving to other part of it, your details will eventually appear on the feed provided by DBS and you will be able to upgrade your account again; this time saying "Yes" to the service number part instead. This will allow greater access to the Defence Gateway.

A CAPTCHA (an acronym for "Completely Automated Public Turing test to tell Computers and Humans Apart") is a type of challenge-response test used in computing to determine whether or not the user is human.

There are sometimes issues with devices which cause the images not to appear; perhaps there's an issue with the security rules on the device's network or the browser/device (e.g. Chrome, IE, Safari/laptop, smart phone etc) is not up to date.

Please try and use another device or browser to see if this issue persists and if it is an issue specific with your device. If this issue persists on multiple devices then please raise a ticket.

Contractors who require access to the DLF but do not have an @mod.uk email address are to email the following team DefLog-Strat-Pol-DLF@mod.gov.uk requesting an account.

The following information will need to be provided to enable them to create the account:   First Name, Surname, DOB & Email address.

Please note that accounts are audited every 3 months and will be deleted if not in use.

 

The issue with MoDbox is due to your permissions... If you are not a serving MoD user with a MoD issued staff/service number, you will not have access to MoDbox by default. You will need to submit a ticket on this helpdesk and provide us with a business need for your requirement of MoDbox and then we can forward that on to the Application owner to approve or reject your case. We can then add you to a permissions group which will give you access to MoDbox.

In short, not everyone has access to MoDbox by default please let us know if and why you need it.

The only accepted email domains for DII and MODNET accounts are as follows:

@mod.uk
@mod.gov.uk
@rfca.mod.uk
@learn.mod.uk
@tribune.mod.uk
@defenceacademy.mod.uk
@da.mod.uk
If your email domain is not in the list above, you will not be able to use it as your validating email address. If you are a crown servant and have a business need to have access to the Defence Gateway then please submit a ticket and we will attempt to add you to the accepted list of email domains.

Army, Navy and RAF account holders have the ability to add up to 3 guests to their account. This is done by going to "My Settings", on the Defence Gateway Homepage, clicking on "Guests" under "Edit My Settings" and clicking "Add Guest"; filling in the information and continuing through the screens as they appear.

Guests have limited access to Defence Gateway and should not be created to access the DLE Portal. 

Also please ensure your SyOps is up to date otherwise this will stop you from getting online via DII/Modnet. The SPOC can help you with any issues you have with SyOps or BPS.

Serving Navy, Serving RAF, MOD Civil Servants, Serving and Retired Army, guests of serving Army and corporate individuals/bodies involved in MOD Acquisition. Also MoD sponsored students have the ability to get accounts.

If you leave the Army you can retain your account indefinitely (this is currently under review) but with limited access but it is yet to be seen if this will continue in the future.

For Civil Servant users your account will be deleted when you leave the service. This will happen three months from the date when your details no longer appear on the HRMS. 

Also please ensure your SyOps is up to date otherwise this will stop you from getting online via DII/MOdnet  The SPOC can help you with any issues you have with SyOps or BPS.

Once logged in you can access your settings from the Defence Gateway home page.

Click on the link to "My Settings" at the top of the page and then click on the "Security Q&A / Password" link in the left hand navigation bar.

If you have forgotten your Security Answer and cannot log on, you will need to provide the service desk, using the submit a ticket feature, with the following; for data protection and security reasons before they can change your Security Q/A to a new temporary one:

  • Your First and Last Name:
  • Your Staff/Service Number:
  • Your Date of Birth:

Please note a temporary Security Answer will only be supplied if you have an @mod.gov.uk email address, otherwise your account will need to be deleted to allow you to register for a new account. 

Also please ensure your SyOps is up to date otherwise this will stop you from getting online via DII/MODnet  The SPOC can help you with any issues you have with SyOps or BPS.

If you are able to log in to the Defence Gateway, you can change your recovery email yourself by logging in, to get to the Defence Gateway Homepage/Site List, clicking on "My Settings", located at the top of the page and then going "Details", under "Edit My Settings"; changing your Recovery email address, amongst other things there.

or from the Defence Gateway Log in screen - Can't log in - I can't get on my recovery email

Also please ensure your SyOps is up to date otherwise this will stop you from getting online via DII/Modnet The SPOC can help you with any issues you have with SyOps or BPS.

If you are unable to log in to do so, then you will need to raise a ticket specifying the new recovery email address you'd wish to use and ensuring you include your date of birth; so we can verify your details.

If you have are serving Military or MOD Civilian you can log in with your Staff/Service Number; as an alternative to your assigned username. Also your username is usually the first bit of your email address, for example 123muham@armymail.mod.uk or 123muham@royalnavymail.mod.uk.   

For other users, your username is likely to be in the format firstname.surname or it could even be your email address.    You can request your username from the log in page of Defence Gateway - Can't log in - Iv'e forgotten my username

Also please ensure your SyOps is up to date otherwise this will stop you from getting online via DII/MODnet . The SPOC can help you with any issues you have with SyOps or BPS.

If you are still struggling to figure it out or have been locked out please continue to raise a ticket.

Defence Gateway accounts are automatically reviewed a year from when they were originally created and annually thereafter. This is to ensure accounts are not left open and unmanaged and therefore potentially at risk of compromise. This process also reduces our data storage costs and helps maintain our continued 1gb email service.

To renew the account you need to log in and complete the security audit.

If you do not renew it in time you can register for a new account but will lose any emails and guest accounts.

Also please ensure your SyOps is up to date otherwise this will stop you from getting online via DII/MODnet  The SPOC can help you with any issues you have with SyOps or BPS.

Access to the Defence Gateway is restricted to the following personnel:

  • Serving.  
    • Personnel currently serving in HM Forces as Regular and Reserve.  This data is verified from JPA and is refreshed every 30 days, if you are a new service person, please wait until the beginning of the month following your enlistment for JPA to provide us with your details.
  • Civil Servants.  
    • Personnel currently serving as a Civil Servant within the MoD.  This data is verified from HRMS and is refreshed every 30 days, if you are a new Civil Servant, please wait until the beginning of the month following your enlistment for HRMS to provide us with your details.
  • Veterans.
    • Former Serving Personnel (Navy & Army)  This data is only valid for personnel who served after April 2007 on the introduction of JPA.  Personnel who left the service prior to this date are ineligible for access, as no data source is available to verify accounts.  
  • DII/MoDNet Account holders.
    • Users are verified via DII/MoDNet accounts.
  • MoD Agency.
    • MoD Agencies are verified from Agency account feeds (if provided).  Should you wish your personnel to be verified on the Defence Gateway, please raise a request through the Army Front Door on DII/MoDNET (HTTPS://sr.ahe.r.mil.uk/ux/myitapp/#/catalog/home).  Requests will only be accepted with approval from Agency Chief Information Officer.
  • Contractors.
    • MoD contractor line managers are to ensure that contractors are provided with a DII/MoDNet account in order to verify access.
    • Industry contractors are to register through ASG/DStan registration process.

All other access is not permitted and attempts to access the system without permission is deemed a breach of JSP 440 and Computer Misuse Act.  All users are to ensure that once registered they agree to all terms and conditions of access.

Should you have a justified Business need to access the Defence Gateway, please submit a change request available on DII/MoDNet. (HTTPS://sr.ahe.r.mil.uk/ux/myitapp/#/catalog/home)

In the first instance please click the "Forgotten Password" link on the Defence Gateway logon screen.

An email will be sent to the email address you set as your recovery email address. There will be a link inside of this email which will allow you to regain access to your account.  With the recent  introduction of Microsoft safe links, you will need to copy and paste the link into your Browser address bar to start the reset process. (Chrome is the preferred browser)

After this link is used a page will be opened where you can enter your security answer to your security question.

Also please ensure your SyOps is up to date otherwise this will stop you from getting online via DII/MODnet . The SPOC can help you with any issues you have with SyOps or BPS

If you have forgotten your Security Answer, no longer have access to your recovery email address or have tried too many times please raise a ticket.

No. Civilians who obtain an account for KiD or DStan use have limited permissions and will not be able to access any protected content; whereas Serving accounts have full access to all application and protected content.

Also please ensure your SyOps is up to date otherwise this will stop you from getting online via DII/MODnet. The SPOC can help you with any issues you have with SyOps or EGS.

If your account is currently a 'Veterans Account', you cannot access the DLE.

Until JPA provide your current service number I'm afraid the process cannot be expedited by the Service Desk.

In the interim, if you have a Dii/MODnet  email address in the format (firstname.surname123@mod.uk/@mod.gov.uk) you can upgrade to a Dii/MODnet Account by going to My Settings > Upgrade Account > then selecting NO to the Service number and Yes to the valid DII/MODnet email address.

If you do not have either of the above, you will need to be sponsored at OF3/C2 level, they will need to log into the Defence Gateway and access the DLE, find "Support, Make the most of E-Learning" section on the front-page, then "User Accounts & Passwords" in the FAQs, "How to create Sponsored DLE user account" and complete the spreadsheet.

Please note your EGS Syops will need to be in date to allow the validation emails with the relevant links to be accessed

Defence Gateway accounts for Royal Navy, Army and Cadet users include an email account, allowing you to communicate over the internet freely at an OFFICIAL level. You can login to your Webmail here - https://mail.defencegateway.mod.ukThere is a 1GB email storage limit per account, and you will not be able to send emails if you are over this limit.

FAQs:

Why do I keep getting ""Following sender was not accepted:..." when trying to send an email?

This is the message you will receive when you are over the quota. You will need to reduce the size of your mailbox in order to continue sending emails. Please note you will continue to be able to receive emails regardless.

·        Is there another place to store my files/attachments?

You are able to request SharePoint sites in order to store work in progress documents, Defence Connect to collaborate on documents and the Defence Intranet's MOSS or your devices for a more permanent solution.

·         What is the quickest way to reduce my mailbox size?

Open Email in Defence Gateway Webmail, go through each folder (start with Sent items), sort by size and remove emails with large attachments and any you don’t need. You can also download emails for audit purposes. If you don't see the Size column you'll need to you use the Preview button on the top menu bar, and switch to "Bottom Pane" view. This will allow you to see the Size column.
You can then sort your mails by size to help you find the largest items.

·         Where can I see my mailbox size to see if I am over the limit or not?

Login to Webmail (https://mail.defencegateway.mod.uk) and you will see your quota usage in the bottom left hand side of your screen, expressed as a percentage.

·         Can I upgrade to a larger mailbox?

No, this is due to funding.

·         What happens if I don’t reduce my Mailbox size?

You'll still be able to receive emails to your ArmyMail account but won't be able to send any more until the quota is met.

·         Can I find old emails if I don’t reduce my mailbox in time?

Currently we have no plans to remove emails but as above if you're over quota you won't be able to send any more emails.

·         What email, what storage? Where can I find this? How can I get my 1GB of email?

Currently only the Royal Navy, Army and Cadets have subscribed to email. RAF users please contact the 9TSU or HWY-ISWC4IASTRAFDGW@MOD.uk for further information .

Create a Defence Gateway account

Please ensure you have the following to hand before starting:

Service or Staff Number

Date of Birth

Email address (preferably not your DII role account)

Steps:Go to www.defencegateway.mod.uk

Select ‘Create an Account’

If you have a Military or Civil Service number select ‘Yes’

Insert all required details

Insert a unique and secure password

A mixture of upper and lower case letters

At least one symbol (NOT < > & ” ’ ^)

At least one number

A minimum of 8 characters

Select a security question that is memorable to you

Read and Agree to the Terms of Use

Select ‘Submit’

An email will be sent to your chosen address.

Open your email account

Find the email for your account creation

Check your Junk Mail folder if you are unable to locate the email

Select the ‘Activate Account’ link in the email to validate account

You will receive a confirmation that your account has been created

You are now able to access the Defence Gateway:

www.DefenceGateway.mod.uk

Create a Defence Connect Account

Defence Connect is available for Serving Military,

Civil Servants and DE&S personnel.

1. If you are accessing from the Original Landing

Page, follow these steps:

(a) Select the Defence Connect icon on the

landing page

(b) Click on the ‘Go To Defence Connect’

link

You now have access to Defence Connect.

Follow the getting started section to get to know the application.

2. If you are accessing from the Beta Landing Page,

follow these steps:

(a) Ensure you have the Defence Connect Icon

in your ‘Favourite Sites’ are

(b) Select the Defence Connect icon

You now have access to Defence Connect.

Follow the getting started section to get to know the application.

It is usually down to your account type which is limiting access to Defence Connect (DC) for example ARMY_VETERAN users will not be able to access it.

In order to gain access you will either need to upgrade your account using a MoD Civil Service staff number or MoD Serving service number or will need to upgrade using a personal first.lastname123@mod.uk email address.

Also you can request permissions, if you don't have one of the above, by providing a reason why you need access and if you can provide the name and contact details of a serving person who is willing to sponsor, in a submitted ticket.

We will then pass this on to the Application owners who can then attempt to authorise your request.

Gibraltar Regiment have now supplied their Data feed.   - From October 2016 The Gibraltar regiment will be paid via JPA - All Service numbers will change, further details will be provided when announced.

Users can register using their service numbers in the following format GR/0000 or GR/O/0000

Also please ensure your SyOps is up to date otherwise this will stop you from getting online via DII. The SPOC can help you with any issues you have with SyOps or EGS.

They have access to the email facility and DLE.

It is possible to change your username but it comes at a risk. The Defence Gateway warns that by changing username it will affect all of your account and will be like starting afresh with a new account. All of your Defence Connect progress can be reset, your email will be changed and thus you will lose any emails and you will want to back them up, your DLE progress will be reset etc.

Also please ensure your SyOps is up to date otherwise this will stop you from getting online via DII. The SPOC can help you with any issues you have with SyOps or EGS.

If you are comfortable for your account to be effectively reset then please submit a ticket asking to have your username changed.

Sometimes you might find you keep having to get a reset your password because you cannot log in and having to change your password again, once you have access; even though you know you are entering the correct password.

There a few things that might be causing this: The most common reason being, the username is incorrect and this is usually because users are using an email for a username; only a few users actually use emails for their usernames. Most other people have their username as first.lastname or 123lastname.

If you cannot remember your username or are unsure please raise a ticket and provide as much information about yourself, in the boxes available, for data protection reasons and the helpdesk will provide you with a reminder.

Also please ensure your SyOps is up to date otherwise this will stop you from getting online via DII. The SPOC can help you with any issues you have with SyOps or EGS.

If this still doesn't help please raise a ticket as their may be a known bug effecting your account which the techies/helpdesk cannot replicate yet will know how to resolve.

If you find that you keep getting the error about your details being wrong, when trying to register for an account using your service/staff number, you may need to wait for your number to be uploaded to the Defence Gateway.

In the interim you can register for an account using your DII personal email address (fist.lastname123@mod.uk) which will give you access to the DLE and a couple of other applications on the DGW. After 30 days of receiving your service/staff number it will be uploaded to the Defence Gateway by DBS (JPA/HRMS) allowing you to upgrade your account; there is a knowledgebase article available on how to do this.

If you don't have access to a DII personal email address you will need to talk to your line manager in order to get one.

If this still doesn't work then please double check the spelling of your name and that your DOB is correct. If you have recently changed your name this may also cause the issue.

Also please ensure your SyOps is up to date otherwise this will stop you from getting online via DII. The SPOC can help you with any issues you have with SyOps or EGS.

Please check with either HRMS or JPA (depending on who pays you) to see if your details are correct on their system and if they are then please raise a ticket for the Defence Gateway service desk to investigate the issue further for you.

We have uploaded the data feed for DECA users will now be able to register for a Defence Gateway account.

Users who who are not on the feed but hold an @mod.uk email address can register using the contractor option.

Also please ensure your SyOps is up to date otherwise this will stop you from getting online via DII. The SPOC can help you with any issues you have with SyOps or EGS.

DECA have access the the DLE

Once a DII account has been registered for, you will need to verify your email address; by going onto your personal DII email address (first.last123@mod.uk) folder, in Outlook, on DII, and clicking on the link provided within the email.This email will be automatically gerated and sent to your email apon completion of registration.

Also please ensure your SyOps is up to date otherwise this will stop you from getting online via DII. The SPOC can help you with any issues you have with SyOps or EGS.

If you need another verification email sent, please submit a ticket on the helpdesk system and a member of the service desk will provide you with a new link.

There are a few things to think of when registering an account with Defence Gateway. To begin with go on to the "Defence Gateway Website" and look at the log in page for "Don't have an account? Register" and click on the link.

This will bring up a page with a series of questions to find out what sort of account you need. If you have a DBS(JPA/HRMS) provided staff/service number you can click "Yes" to the first question and if you don't click "No".

If you have a DII personal email address (e.g. first.lastname123@mod.uk) then click "Yes" for the second question and again if you don't click "No".

If you don't have a DII personal email address or a staff/service number and need access to the DLE click "Yes" for the third option but if you don't, after clicking "No", you will be given several options. "Civilian access to ASG", "... to PDev Portal", "... to DStan" or "PCCBC Attendee" are the choices you have.

If you use these options you will be able to create an account for that specific App but will have limited access to just these areas.

Once you've decided which box you fall into you will want to fill out the fields provided, on both pages, and an email will be sent to you to confirm your account's authenticity. Click on the long link which is provided in this email and a window will open on Defence Gateway to confirm everything has worked as it should.

The last option you have, if you don't need access to DLE, ASG, PDev, DStan or PCCBC but still want an account, is to be sponsored by someone else, who has a current DGW account. They will be able to set up a guest account for you in their "My Settings" section on the Defence Gateway home page.

Also please ensure your SyOps is up to date otherwise this will stop you from getting online via DII. The SPOC can help you with any issues you have with SyOps or EGS.

If you keep getting stuck while trying to go through this process, someone on the Defence Gateway service desks will be able to assist you; so please submit a ticket or send an email to one of the relavent inboxes provided on the submit a ticket page.

In order to upgrade your account first log in to Defence Gateway. From the homepage go to "My Settings", then "Upgrade Account", say "Yes" to the first question, if you have a service/staff number and "No" if you don't. If you have a @mod.uk personal address (e.g. first.lastname123@.mod.uk) click "Yes" for the second option, continue like this and follow the on-screen instructions and finally complete the relevant fields.

If the system is saying you aren't entering the correct details please look at This Article.

Also please ensure your SyOps is up to date otherwise this will stop you from getting online via DII. The SPOC can help you with any issues you have with SyOps or EGS.

If you have any further issues please submit a ticket.

If you are due to or have already left the services including Navy, Army, RAF or MoD Civil Service but want to keep your account unfortunately you can't. You will need to recreate an account by registering via the Defence Gateway homepage; like you do when you leave the services and have to set up a new DII account and have a new email assigned to you.

Army users are put into a pot of veterans but have limited access but are able to upgrade their account to gain further access if they come back as contractors or join another service.

If you leave one service and join another your account will automatically change from one account type to another and you will retain your account.

For assistance on how to set up another account please click here.

You are unable to merge accounts and should only have one account idealy. If you are only using one, the helpdesk can delete the other, if needed.

Sometimes you may find that you cannot register because someone else is already using your details. This is usually because you have another account which can be deleted or have help regaining access to by the helpdesk.

However, before you raise a ticket please check you are using the currect username and do a password reset to see if you can regain access to your own account.

The Defence Gateway uses data feeds containing basic defence personnel data in order to authenticate anyone who tries to register to a full service account. The registration system will look at basic data like Date of Birth, Service number and Name and check those details against what the user has entered; if this information is wrong then the user doesn't get an account.

These data feeds are provided to the Defence Gateway by JPA and HRMS by default. If you wish for them to stop sending Defence Gateway your data then please contact them, using the contact details found on their sites.

The data feed is updated monthly which is why some new members of staff struggle to create an account within the first week of employment, sometimes.

If you want to provide the Defence Gateway with a data feed then you will need to submit a ticket.

Every year users will be sent the following email asking them to verify their security details.   The email below is what the user will receive and the instructions.

 

This email relates to the user account you currently have setup to access the Defence Gateway. It has been sent to this email address as the address was supplied when you originally registered.

You need to take action in order to keep you're account in place otherwise it will be deleted. Defence Gateway accounts are automatically reviewed a year from when they were originally created and annually thereafter.

You have ** days to renew your account before it will be deleted. 

Please follow your normal procedure for accessing the Defence Gateway, you will be asked to confirm that your security details are correct and accept the Terms and Conditions of use.  The renwal process is then complete.

Note: No link has been provided to the Defence Gateway and you should never click on a link in an email which asks you to login to any web site unless you have specifically requested a link. Please search for Defence Gateway through the Internet Serach engine.

 

 


We can change your details and username however in doing so your account will act as if it were new again. In other words, it can delete all progress on your Apps, like DLE progression, and any emails you have will be lost.

Please make sure to back up any emails you wish to keep as you may not be able to access them after the change.

If you still wish for your details/username to be changed you will need to continue and raise a support ticket and provide the answer to your security question.

The JPA/HRMS provide us with a feed which contains a list of serving personnel and their associated DOBs and service numbers. We use these when registering to make sure they details entered are the same on the list. This ensures we only give access to users who are serving personnel and not someone who is just imitating.

In other words, if the DOB is wrong on our system then JPA/HRMS will need to double check the feed they have sent us - We do not manage this information. Also we cannot contact JPA/HRMS on behalf of any other user due to Data protection laws so you will need to contact them yourself and it is worth noting that we only upload the JPA/HRMS feed once monthly so it may take up to 30 days for the changes to take effect.

You may, however, want to create a temporary account and upgrade your account at a later date. You can do this via:

https://www.defencegateway.mod.uk >Register>Are you current serving MOD personnel with a valid Staff/Service Number? This includes Navy, Army, RAF, Navy RFA, Civil Servants and Westminster users>No>Do you have access to a DII email account?>Yes ... Complete all of your details correctly.

Also please ensure your SyOps is up to date otherwise this will stop you from getting online via DII. The SPOC can help you with any issues you have with SyOps or EGS

The are a couple of reasons why you may not be receiving the validation or password links:

 

  • The email address is incorrect format - DII email addresses should be recorded in the following format:   Joe.Bloggs123@mod.uk  (This will change to Joe.Bloggs123@mod.go.uk once the NSOIT is rolled out)

  • The email address is Role Based and you are no longer in that post.  (Defence Gateway asks for you to use your personal DII address and not Role)

  • You have not signed the IGS/EGS Syops - Please follow this link from DII to access the EGS/IGS Syops.  http://www.igs.r.mil.uk/cgi-bin/syops.cgi

 

Please note that Defence Gateway is OFFICIAL only but if you are unsure as to what to mark OS and thus not put on DGW then please look at page 3 of the "Government Security Classifications FAQ Sheet 1: Working with OFFICIAL Information v1.2 – April 2013" found on here:

https://www.gov.uk/government/publications/government-security-classifications

It basically states that you should use your own judgement "where there is a clear and justifiable requirement to reinforce the ‘need to know’ as compromise or loss could have damaging consequences for an individual (or group of individuals), an organisation or for HMG more generally."

If you don't think that that information could have damaging consequences if compromised or lost, especially to media sources, then I wouldn't put it on.

If you think you have found information that may be in breach of this please report it to us immediately so we can raise in through the proper channels.
 

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