Support

If you want to ask a question or give us feedback, we're here to help.

Our support team is available Monday to Friday, 8am - 7pm.

Common issues

Take a look at some of the guidance for common issues. If you can't find what you're looking for, get in touch.

You need to change your CJSM password every 90 days - you'll receive an email to remind you. If you don't change your password you'll be locked out of your account.

If you get your password wrong 3 times in a row you'll also be locked out of your account.

To unlock your account, you can either:

  • contact your company's IT admin if you have one, or
  • contact our Helpdesk on 020 7604 5598. Lines are open every weekday 8am-7pm. Or email cjsm.helpdesk@egress.com
  • You will need your username and the memorable data / known facts you supplied when your account was created.

    If you can't remember your memorable data, speak with the CJSM Helpdesk to reset your details.

To reset your password, you can either:

  • contact your company's IT admin if you have one, or
  • contact our Helpdesk on 020 7604 5598. Lines are open every weekday 8am-7pm. Or email cjsm.helpdesk@egress.com

Your password must contain three of the following: an upper-case letter, a lower-case letter, a number and a punctuation mark (but not £ . , / \ < > = + - or _ ). Make sure it doesn't contain your username or the word 'password'.

To prevent being locked out when you forget your password in the future, you can set a verified phone number to receive a recovery SMS to get back in to your CJSM account.

To add a recovery phone number:

  1. Login to your CJSM account
  2. Click on the 'Administration' tab, you should see a 'More' tab below 'Logout'
  3. Click on the 'More' tab and navigate to 'Account Details'
  4. Click the 'Account Security' tab followed by 'Recovery Phone Number'
  5. You should be able to enter your recovery number after providing your CJSM password
  6. So next time you forget your password, enter your recovery number and you'll receive a one-time verification code to your phone. This code is only valid for 5 minutes, and after this you'll need to generate a new code.

If there is a system failure, your emails will either be held in a queue or will sit in your mailbox until the service is recovered. If you work for a Criminal Justice organisation, you should report any problems to your own IT helpdesk.

The maximum size of email you can send and receive on CJSM is 25MB. If you are on SMTP/Cloud Gateway the size of your mailbox will depend on your organisation’s server.

The minimum size of your webmail inbox is 500MB.

Call or message us

Call us on
020 7604 5598

Email us at
cjsm.helpdesk@egress.com

Or fill in this form

We won't pass your personal details to anyone else. We might get in contact with you to find out more about your issue.

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