User Account FAQs
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      3. User Account FAQs

      My token has not arrived

      So you have not received the token to reset your password or to login. Here is some general advice before contacting support.

      • Has the token been banished to your Spam Folder? You may need to have your IT team whitelist mail@treeviewdesigns.thirdparty.nhs.uk is this is a regular occurrence. Or you can white list the email yourself.
      • Have you entered the correct email address to request the token?

      Most Common Issue: Delay within nhs.net

      Often there are issues with nhs.net which can cause delays to incoming and outgoing emails and our email may get delayed. You may already have experienced this recently so please check with your IT team.

      At the bottom of the token email, you will find the date and time when it left our system. If this differs greatly from the date and time it has arrived then there are delays due to the nhs.net platform which is outside of our control