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Knowledgebase : Account Information and Issues

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

modschools.org
dbs.mod.uk
dbspv.mod.uk
dstl.gov.uk
mod.uk
defenceacademy.mod.uk
da.mod.uk
landmarc.mod.uk
teamleidos.gov.uk
digital.mod.uk
ukho.gov.uk
learn.mod.uk
rfca.mod.uk
tribune.mod.uk
hts.army.mod.uk
mod.gov.uk
dgsap.mod.uk
learn.mod.gov.uk
deca.mod.uk
teamleidos.mod.uk
rafac.mod.gov.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.

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.

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.

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

Contractors who require access to the DLF but do not have an @mod.uk email address are to ask their MOD sponsors to email the following team [email protected] 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.

 

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 [email protected] for further information .

Error messages  - Failed to fetch, Identity 4. Page not loading.

 

Our technical team have carried out their investigations and identified the issues could be one of the following.

 

From a Private External Network

 

Access to the Defence Gateway  from another Business platform may experience issues if CORs requests are not being returned properly by your company network, also there could be a possibility the Anti Virus software is breaking these requests.     We have tried to make contact  with some of these Companies IT Network team to resolve the issue but are not keen to engage with us.

 

Access from Legacy MOD Platforms – (Non DII/Modnet)

 

Issues are again from networks not supporting CORs requests and possibly the Anti Virus breaking these requests, we have also identified some of these sites do not have Chrome installed and IE is not a supported browser.

 

Most of these sites are not supported by the SPOC, unless you are able to supply a route to IT Team that support your platform we are unable to carry out further tests.

 

You will need to access the Defence Gateway away from your work Platforms, ensure that you use a modern browser such as Chrome. 

 

If you need access to particular sites we can send you the URL’s to these areas which may work.

Army Health and the Civilian Workforce Team would like to update you on some important changes to your free Headspace license.

On the 7th of August 2023 you will temporarily lose access to your Headspace account - you will NOT lose the account or any favourite content, run streaks or recommendations, but will only be able to access limited content until you re-join using the instructions included in the email mentioned below.

 

On the 8th of August 2023 you will receive an email from Headspace inviting you to reverify your account. Once you have done this, you will be able to log into your Headspace account in the usual way, with your same email address and password. You will still be able to access your user history and favourites.

 

As it currently stands, we have reached the maximum number of signups, meaning there are no more free licenses available for Serving Personnel or Civil Servants. We have compelling data suggesting large numbers of people have registered for a licence but are not actively engaging with Headspace. At the same time, we have a growing waiting list for those who would like to take advantage of the offer.

 

Therefore, if you have signed up but no longer use the App, could you please give careful consideration before you decide to re-sign. This will free up licenses for those who would like to give it a try. This will hopefully provide us with accurate user figures that will inform what best meets the needs of our people for future contract renewal. Please also remember to use your @mod.gov.uk email for Military personnel and @csmail.mod.uk for Civil Servants

 

Thank you, on behalf of Army Health and the Civilian Workforce Team

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.

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.

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.

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.

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.

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

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.
 

The JPA/MyHR 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/MyHR will need to double check the feed they have sent us - We do not manage this information. Also we cannot contact JPA/MyHR 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/MyHR 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 - MODnet email addresses should be recorded in the following format:   [email protected]. 

  • Check your spam/junk folder for the email links.

 

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 MyHR 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 MyHR 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)

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 ([email protected]/@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

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 [email protected] 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.

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 MyHR. 

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.

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.

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.

 

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