User cannot change Alternate Email Address

When I go to Settings > Office 365 > Personal Info, I can edit the info and update my Alternate email.

However, one of our employees had their personal email (which they were using as their Alternate email) hacked. So, they want to update it to their new alternate email, but when they try to go to the Personal Info section, there's a blurb at the top that reads "Why can't I edit?" and it instructs them to "contact IT department."

Well... I'm the closest thing to an IT dept. we have, I have Admin rights, but when I go into Edit User, there is no where to put in the alternate email address. I could add an alias, but that's not used for resetting passwords.


Question Info

Last updated January 14, 2020 Views 16,322 Applies to:

Hi Christopher,


Kindly note that the alternate email address is required for admins to receive important notifications, or resetting the admin password which cannot be modified by the end users. You may check this article for reference.


If you need to set the property for an end-user, as the administrator, you may use one of the following methods:

Modify in the Portal:

  • Login to portal then navigate to Administration page > Active Users. Select the user you want to modify.
  • Click on Edit, beside the Roles.
  • Temporarily add an Administrator role for the user by selection the Customized Administrator then edit the alternate email address.
  • Save the changes, then change back to User Role only then save.


PowerShell script:

  • Connect to PowerShell. Follow this article on how to connect.
  • Type the command below:

Set-MsolUser -UserPrincipalName *** Email address is removed for privacy *** -AlternateEmailaddresses *** Email address is removed for privacy ***




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