Office 365 keeps defaulting to old email account

I just renewed Office 365 under email address *** Email address is removed for privacy ***. I previously had Office 365 about two years ago under another email address that keeps jumping in as primary. When I reset my pass word for the new email address, it works one time and then I can't login anymore. I have deleted the old email address under email, but can't seem to make it go away on Office 365. Can you help?
This is in outlook on your desktop? Type credential manager on the start menu or in the search field on the task bar. Delete every instance on both the web tab that mentions that address. (It shouldn't be listed anywhere on the windows tab.)
Diane Poremsky [Outlook MVP]
Outlook Resources: https://www.slipstick.com
https://www.outlook-tips.net


** I don't work for Microsoft, I just volunteer here.**

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If the address is an Outlook.com or Office 365 account, it might be on the Windows tab - see if there is are entries that include the problem address, should be prefixed with 'MicrosoftOffiice16' and delete them.
Diane Poremsky [Outlook MVP]
Outlook Resources: https://www.slipstick.com
https://www.outlook-tips.net


** I don't work for Microsoft, I just volunteer here.**

1 person was helped by this reply

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MS simply did not design the MyAccount system to handle changing email accounts. Their design simply did not include the concept that someone might want / need to change their email account.  Go figure.

If you can last that long, your best bet may be to let this subscription expire completely. Then start a new one using the current email account.  If you have a second credit card, it would be good to use that too. 

Have you defined your new email as an alias on the old email?

CHANGE THE EMAIL FOR YOUR ACCOUNT – ALIAS
https://support.microsoft.com/en-in/help/4026162/microsoft-account-change-the-email-for-your-microsoft-account 
MORE ABOUT ALIASES- MANAGE ALIASES ON YOUR MICROSOFT ACCOUNT - EMAIL - USERID – TRANSFER –CHANGE EMAIL
https://support.microsoft.com/en-us/help/12407/microsoft-account-manage-aliases 
You can change the way you sign in and show up by adding aliases to your Microsoft account. An alias is an additional account name that can be an email address, phone number, or Skype name. It uses the same inbox, contact list, and account settings as the primary alias. You can sign in to your account with any alias—they all use the same password. 
Some reasons to use aliases on your account include:
•	You’re ready for a new email address, but don’t want to lose all your settings and data.  
•	You want the flexibility of having several aliases that share the same subscriptions and inbox. 
Note: You cannot add an alias that is already associated with another Microsoft account. Aliases cannot be used to share information between two existing Microsoft accounts. 
-	Add an alias to your account 
-	Change which alias is primary 
-	Remove an alias from your account 
-	Manage which aliases can be used for sign-in 
http://windows.microsoft.com/en-us/windows/add-alias-account 
Go to links above for detailed instructions
You can change the way you sign in and show up by adding aliases to your Microsoft account. An alias is an additional account name that can be an email address, phone number, or Skype name. It uses the same inbox, contact list, and account settings as the primary alias. You can sign in to your account with any alias—they all use the same password.
If the customer remembers the incorrect email ID and password they used to redeem Office then you can help them change it with the following steps: 
1.	go to https://login.live.com/  
2.	If they get auto-signed in, have them sign out manually. 
3.	Have the customer sign in using the incorrect email id/old  they have used. 
4.	Normally a customer on sign-in would be redirected to the mail box. However, since the account is unverified, they will be taken to Account Summary page.
5.	Click on Rename account and you will see the below page. Select the option “Use a different address” to correct the misspelled email ID. 
6.	You’re done. If the correct email id does not already exist as a Microsoft Account, then the rename is successful. 

Note:	If they already receive an error message that the account already exists, it is possible that they already have an account under their email address. Have the customer logout and use the “Can’t access your account?” link on the sign in screen to reset their password.

<snip> 
An alias is an additional email address for your Microsoft account. It uses the same inbox, contact list, and account settings as the primary alias. You can sign in to your account with any alias—they all use the same password. You can send email from an alias whether you’re using a mail app like Outlook or a device such as a phone.
An alias is also the best way to change your email, but keep all your mail. Add an alias, then make the new alias primary. Then you can keep or remove the original alias. If you have a @hotmail.com, @live.com, or @MSN.com email address and would like to add a new email address, the best way is to add an alias.
</snip>

<snip>
I am not sure if this will work but it is worth a try: Go to My Account - Office.com try entering the email address and password for your Microsoft Account. It will almost certainly not work. Try the instructions below.
Click on Contact us  Then on Accounts & billing  Then on Windows, Office and other Microsoft Aps and subscriptions>then on Chat online with a Microsoft answer tech (Do not use the telephone option as the tech may need to access your computer)
</snip>
CHANGE THE EMAIL FOR YOUR MICROSOFT ACCOUNT – ALIAS
https://support.microsoft.com/en-us/instantanswers/33fc1b83-ec59-477e-8fe5-05e109da9d3c/change-the-email-for-your-microsoft-account 
When your old email address doesn’t suit you anymore, but you want to save your contacts, online storage, subscriptions, and settings, then add an alias to your existing Microsoft account. An alias is another email address that works with the same account. 
I HAD A TYPO IN MY EMAIL ADDRESS USED TO ACTIVATE OFFICE 2013, NOW I AM STUCK!
http://answers.microsoft.com/en-us/office/forum/office_2013_release-office_install/i-had-a-typo-in-my-email-address-used-to-activate/68465f5c-01d2-43b6-943f-583a98b1ef07 
<snip> When activating Office 2013 home and business I had a typo in my email address domain name.  Now I am stuck because the verification email isn’t going to an actual email box, so I can’t verify.  If I try to start over the product key is rejected as it is already in use!
HELP!!
Update, after waiting 90min on hold MS the fix is to install the product (I happened to have the download) and then click “I want to activate with product key”, then put a bogus code in so it will switch to give you a ‘I want to activate by telephone”.  Call the number on the screen and explain everything, then they will activate your OFFICE 2013!  The last step is to start a new live account and switch accounts.  What a pain MS! </snip>
If you want to change the registration (and not the login information) from Personal account to Organizational account then you may refer the link mentioned and check:
http://commerce.microsoft.com/help
Note: In the above mentioned link browse to the following:
•	Click on Getting Help< Contact Customer Support.
•	Under Product select Office 365 Home Premium or Office 365 University.
•	Under Problem Type select Security, Privacy and Accounts.
•	Under Category select Managing My account.
•	Under Contact Method either select START Chat or Request a call.

HOW DO I CHANGE MY EMAIL ADDRESS FOR MY OFFICE 365 HOME PREMIUM SUBSCRIPTION
Answer
“Now why would anyone ever want to do something like that”  <heavy sarcasm>

Sorry, but apparently MS did not think that anyone would ever want to do that when it designed the Office 365 activation system.  There is no easy fix for your question
Move Office 365 University to a New Email Account - barely possible 
http://answers.microsoft.com/en-us/office/forum/office_365hp-office_account/moving-office-365-university-subscritpion-to/053401f9-2f7b-4684-90d2-2e876873fd96 
<snip>
Well after nearly 2 hours of hold time, someone finally picked up.  I explained my situation and he said he’s been getting a flood of phone calls in the past week regarding the issue.  He explained that many people have registered for Office 365 with incorrect or misspelled email addresses/accounts and they currently have no power to change this.  He only offered to escalate the issue to the next level and take down my contact information. 
 
For anyone with the same issue, you should keep calling and make some noise over this because it’s insane that MS locks in your account, giving you no ability to change it.  If I get no reply back on this in a few days, I will try and cancel my Office 365 University subscription.
However, I am now running into a roadblock because they require me to re-verify my university status.  When I go enter my .edu address, they tell me it has already been used for verification of the 365 subscription that customer support just cancelled.  I’ve emailed them back about it and hopefully they can correct this.
</snip>

HOW TO CHANGE THE EMAIL ADDRESS ASSOCIATED WITH YOUR MICROSOFT ACCOUNT
https://support.xbox.com/en-US/my-account/microsoft-account/change-email-sign-in-for-microsoft-account

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Last updated September 30, 2020 Views 7,576 Applies to: