URGENT HELP NEEDED: Issues with forced migration from Premium custom domains to O365 subscription-based custom domains

I have now purchased O365 Personal for an account which has a custom domain (for a small business), checked that the Primary Account is not a custom domain one, removed custom domain aliases other than the main one - and the status still shows "we couldn't connect the domain ... to Outlook" even though it was working perfectly before!

From the information provided https://support.office.com/en-gb/article/personalized-email-addresses-in-outlook-com-premium-are-being-retired-f4a6107f-6e07-4020-afbb-639fbcf0466f?ui=en-US&rs=en-GB&ad=GB it does not seem that we should have to do anything else, for example moving the domain to be with GoDaddy (which I understand is needed for new custom domain - an issue in itself) as the domain is an already setup and working fine in the legacy Premium service.

How long should the "migration" process take?

Am I missing any steps? The information provided in the link and other FAQs is far from clear, so I have had to make some assumptions!

Are we forced to move any domains to GoDaddy even in this situation - and if so, can we have the domain registered with GoDaddy but the DNS name servers service elsewhere, as we need this for the website that is also used for the small business? 

HOW DO YOU GET ANY REAL SUPPORT for this if it does not work? ---- the Office team can't answer anything, even though the subscription is now for Office - and there is no online support (other than this) for outlook.com!

And if this simply does not work, how do I get a refund for the O365 Personal that we purchased to enable this capability?

If we have to move EVERYTHING including the DNS services (and therefore hosting) to GoDaddy, then frankly I will be dropping Outlook.com completely and looking for third party services that can provide what we need !!!

Hi Andy,
So you own the domain name already but not at godaddy?
>>
Are we forced to move any domains to GoDaddy even in this situation - and if so, can we have the domain registered with GoDaddy but the DNS name servers service elsewhere, as we need this for the website that is also used for the small business?
>>
I will verify how this is supposed to work with my contacts on the product team.

Do you have the transfer domain screen at https://outlook.live.com/mail/0/options/premium...? There is a contact support link there.
Diane Poremsky [Outlook MVP]
Outlook Resources: https://www.slipstick.com
https://www.outlook-tips.net

** I don't work for Microsoft.**
** DO NOT CALL phone numbers received in email notifications.**

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Thanks - we have our own domains (5 at present) that were sourced from UKservers.net, therefore not "setup by Outlook.com Premium" so the Transfer Your Domain does not come up. These domains are all now managed by our ISP in the UK, who also manage the Name Servers for most of our accounts - although the Name Server for one account/domain is with the Web Hosting company that is used for that account (limitation of their low price service) with the nameservers for that domain pointing to the Web Hosting company.

This is what we are getting:


I must admit that I am getting really worried that we will have to move everything (including our simple family accounts) off Outlook.com with this change because of the stupid limitations and forced use of GoDaddy! And there are plenty of other people complaining about the restrictions of the new service, especially if you have a look at UserVoice on outlook.com (lots of complaints and issues - no apparent movement from Microsoft at all)! Why they did this and didn't just leave this as it was I don't understand... it just worked!

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FYI - I'm waiting to hear back from Microsoft after sending them your screenshot.
Diane Poremsky [Outlook MVP]
Outlook Resources: https://www.slipstick.com
https://www.outlook-tips.net

** I don't work for Microsoft.**
** DO NOT CALL phone numbers received in email notifications.**

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Thanks :-)

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My contacts said you need to contact support using the "in-app" support option.

Log into Outlook.com on the web using a PC or Mac.
Click the ? icon to open the Help menu.
Type a question. Scroll to the end of the research results and click Yes for Still need help?.
https://support.office.com/article/how-to-get-s...
Diane Poremsky [Outlook MVP]
Outlook Resources: https://www.slipstick.com
https://www.outlook-tips.net

** I don't work for Microsoft.**
** DO NOT CALL phone numbers received in email notifications.**

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Thanks Diane

For the last few days this option has simply not been working - and it is still broken! When you ask for more help - as it is broken, I have not been able to report this issue successfully to anyone at Microsoft (see below). However, on one of the accounts I had managed to get a message out at the start of the week - and someone has now replied to follow this up and I have started a conversation with. I will update this thread if I get any answers/actually get any help with this.


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If they give you a hard time, let me know and I'll go back to my contact. :)

Shoot me an email at diane[at]slipstick.com - if they gave you a case #, include it. Thanks. 

Diane Poremsky [Outlook MVP]
Outlook Resources: https://www.slipstick.com
https://www.outlook-tips.net

** I don't work for Microsoft.**
** DO NOT CALL phone numbers received in email notifications.**

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Last updated January 20, 2021 Views 136 Applies to: