Frequently Asked Questions - NICeMail services

The login URL for the new email solution is https://mail.gov.in/.

Your email data is highly secure and private. The data is stored in secure private Data Centers within India, exclusively built for the users and ministries of Government of India. The data is fully encrypted and cannot be accessed or read by anyone other than the intended user.

Access https://mail.gov.in/ website and enter the complete email address and the password of your existing email account. You will be asked to enter an OTP sent to your registered mobile number. Enter the OTP and click Sign in.

Once signed in you will be asked to reset your password. Enter and confirm the new 
password. You can use this new password for all your future sign-ins. 

Your old email system will be locked after 48 hours of receiving the migration  completion notification.

You can change the password by clicking on the Profile icon in your mailbox > My Account > Security > Password > Change Password.

You can reset it using the passapp - https://passapp.email.gov.in/ and use the new  password to log in to the new NICeMail Services.

Please reach out to the service provider helpline at 1800-571-9646.

You should configure the Geo-Fencing settings by navigating to Profile Icon in your mailbox > My Account > Security > Geo-fencing > Setup Geo-fencing.

If you're encountering problems receiving the SMS OTP to your registered mobile number, please reach out to the NICeMail services help desk to provide you with further assistance.

First time login : 

• If your mobile number, which serves as a secure login method, is lost along with your phone, we advise waiting until you reactivate your mobile number before attempting to log in. 
• If your phone is unavailable at the moment, we recommend waiting until you have access to your registered mobile number before attempting to log in. It's crucial to ensure the security of your account.

Subsequent Logins : 

• In the event of a lost or unavailable phone during subsequent logins, please utilize the backup codes generated during the initial setup instead of the TOTP to access your account.
• If you haven't previously downloaded backup codes, kindly reach out to your Delegated Administrator for assistance.

After receiving the migration completion notification, your old email service account will be locked by NIC. To access your new NICeMail services account, please enter the login URL https://mail.gov.in/ in your browser. Then, provide the complete email address and password of your old email platform to access NICeMail services. For any queries related to the old email platform, please contact your Delegated Administrator.

When logging in to your new email platform for the first time, your password is essential. Please contact your Delegated Administrator to provide you with the necessary assistance.

If you encounter the error message "An error occurred; please try again after some time" despite entering the correct password, we recommend you wait for a few minutes and attempt to log in again. If the issue persists, please contact the NICeMail services help desk for further assistance.

Once you log in to your NICeMail services account, you can view your login details from the 10 most recent sign-ins, or the last 3 months of activity (whichever is fewer) in a pop-up window as an added security feature. If you notice any suspicious login sessions, please inform your Delegated Administrator immediately.

The location shown in the Recent login activity window is approximate. If you have logged in via a mobile hotspot, the recent history will reflect the IP address of your mobile operator. Please verify whether your current IP address matches the one seen in the Recent login history pop-up. If it does not match, please inform your Delegated Administrator immediately, as this discrepancy could indicate unauthorized access.

This feature will be enabled as soon as it's ready. You will be able to view and update the profile details once it's enabled.

Yes, generating backup codes is strongly recommended for your account's security and ease of access. Backup codes act as a safety net, particularly if you are unable to access your mobile Gov OneAuth app to view the TOTP, you can use one of these backup codes and log in to your account. 

Once logged in using a backup code, follow these steps, to reset your account password : 

1. Click on the Profile icon to access your account details.
2. Select My Account and navigate to the Security section. 
3. Click the Change Password button to update your account credentials.

If you forgot to generate backup codes during your initial sign-in, you can easily set them up by following these step-by-step instructions:

1. Log in to your NICeMail services account.
2. Click the Profile icon and select My Account from your profile page.
3. Click Multi-factor Authentication in the left menu.
4. Click MFA Recovery Options, then click Generate new codes.
5. Once generated, you can copy those codes and store them securely in an encrypted format.

The availability of Cliq, Writer, and other Workplace apps is determined by the plans mapped to individual users. If you are unable to see these apps anymore, it is likely due to a change in your subscription plan. Please reach out to your Delegated Administrator for more details

To keep a tab on the migration status, click the Migration Dashboard icon in the Inbox. This dashboard provides the detailed migration statistics of your account.

Yes, in addition to your emails, the other data such as your , calendar, contacts, and filter data are also migrated to the new email platform.

The migration is typically done in batches. Some of these batches will be in progress and the rest will be scheduled to run as and when a batch migration is complete. Please check with your Delegated Administrator to know your migration schedule.

During migration, when the size of your account exceeds the allowed storage threshold for your account, the emails older than a set date are pushed to govDrive platform. These emails are safe and can be accessed from the govDrive platform.

The emails with password protected attachments are moved to govDrive. You can view the emails and attachments from the govDrive.

Encrypted emails from the legacy data will be moved to govDrive. You can view the emails from govDrive.

If you've accidentally deleted the migration completed email and SMS, here's how you can still log in to your account: Access the https://mail.gov.in/ website and enter the complete email address and password of your old email platform to sign in to your account. If you encounter any issues while trying to log in, please contact the NICeMail Services Help Desk for assistance.

If the filters appear as failed in the migration stats, it indicates that there maybe an issue with the migration of your emails filters. Please reach out to the NICeMail Services Helpdesk for further assistance.

When your storage limit exceeds the allotted limit, the older emails will be moved to govDrive. The new emails will be available in the new email system. You can view the older emails from the govDrive.

In your Inbox, there is a link to access govDrive in the top right corner. Click to open govDrive in a new tab.

Access the govDrive from the link in your Inbox to view the older emails. You can select the email and use reply, reply all or forward to perform the select action on the emails.

Your govDrive storage limit is set at 50 GB by default. If you require additional storage or have inquiries regarding your govDrive storage limit, please contact your Delegated Administrator.

If you are experiencing difficulty viewing your older emails in the new NICeMail platform, it is likely due to storage limitations. 

• First, verify the storage utilization of your NICeMail account. During migration, if your mailbox storage exceeds 80% of the allotted size, the system automatically moves your older emails to govDrive. To access these files, navigate to the top menu in the NICeMail interface and select govDrive. This will direct you to the repository where your older emails are stored. 
• To confirm if your emails have been pushed to govDrive, you can review the Migration Stats from the NICeMail services interface. 
• Please note that emails identified as password-protected or containing malware will also be moved to govDrive. This ensures the security and integrity of your email account.

If you're facing difficulties accessing govDrive and are consistently encountering errors, please follow these steps to troubleshoot the problem: 

Ensure that you are connected to the NIC network. A stable and active connection to the NIC network is essential for accessing govDrive and other NIC services. If you're not connected, try reconnecting to the network and then attempt to access govDrive again.  If you've tried the above steps and are still unable to resolve the issue, Please reach out to the NICeMail Services Helpdesk. 

Files previously stored in WorkDrive have been moved to govDrive during migration. To access these files, navigate to the top menu in the NICeMail interface and select govDrive. This will direct you to the repository where your files are stored.

All the briefcase files will be moved to your govDrive during migration. To access these files, navigate to the top menu in the NICeMail interface and select govDrive. This will direct you to the repository where your briefcase files are stored.

The storage capacity for each user in the NICeMail platform is determined by the plan assigned by your Department Administrator. If you need more storage or have specific questions about your storage limit, please reach out to your Delegated Administrator.

Please reach out to the NICeMail Services Helpdesk for further assistance.

If you're encountering challenges scanning the MDM QR code on your mobile device, follow the below steps: 

For Android users 

• Open Google Play Store and install the ME MDM application on your Android device. Once installed, follow the enrollment steps outlined in detail in this MDM Enrollment Guide for Android. 

For iOS users 

• If you're using an iOS device, launch a reliable QR code scanner. You can also use the built-in camera app on your iPhone to scan QR codes. Position your device's camera to focus on the QR code provided. Ensure it's clearly visible within the frame. Once the QR code is successfully scanned, a URL link will appear on your device's screen. Click on the URL link and follow the instructions on how to complete the enrollment process for iOS devices in this MDM Enrollment Guide for iOS to proceed further.

Work profiles are created to separate work-related apps and data from personal ones. Facing difficulty during MDM installation may indicate that there's an existing work profile on your device, which could be preventing the installation of Mobile Device Management (MDM). 

• Verify if there's any existing work profile on your mobile device. After removing any existing work profiles, try installing MDM again on your device. 
• If the issue persists even after removing any existing work profiles and attempting reinstallation, reach out to the NICeMail Services Helpdesk for further assistance.

First, verify that your mobile device has a stable internet connection and sufficient network coverage. A poor network coverage or intermittent connection can hinder the installation process. To ensure a reliable connection, connect to a strong and stable network, and try installing MDM again. If possible, move to an area with better network reception before attempting to install MDM again.

Once the enrollment is complete, it may take up to 8 (eight) to 10 (ten) minutes for the apps to get installed, depending on your internet connectivity. Please be patient and check again after allowing some time for the process to complete. If the issue still persists, please follow the instructions below to resolve the issue:

• Verify your mobile internet connection speed. If you suspect that the network might be causing the delay, try connecting to a stronger and more stable network before attempting to install the apps again.
• Remove the work profile associated with your device from your Android settings: Settings > Accounts > Work. After removing the work profile, reopen the ME MDM app and proceed with the device enrollment process once again. This may resolve any underlying issues related to the work profile and facilitate smoother app installation.
• Ensure your mobile device has enough storage to install the apps.
• Make sure that your mobile device meets the compatibility and system requirements specified in this document for Android and iOS. Incompatible devices or outdated operating systems may not support the installation of MDM.

If you've already tried the above-mentioned resolutions and the issue persists, please contact the NICeMail services helpdesk for assistance.

If you are facing any issues locating the installed work profile, remove the work profile installed on your device and try installing it again. For most Android devices, the downloaded work profile can be found by going to your Android Settings > Accounts > Work. From here, you can remove the work profile associated with your device. After removing the work profile, reopen the ME MDM app and proceed with the device enrollment process once again.