Moved email from GoDaddy Office to directly with Microsoft...Now I have Tenant Issues

Hi SES,

Have a good day and welcome to Microsoft Q&A Forum!

First of all, thank you very much for sharing the details of the issue you are experiencing after migrating your email service from GoDaddy to Microsoft 365 purchased directly from Microsoft. I completely understand how frustrating and inconvenient it can be when you are unable to use Outlook on your device, especially when technical issues disrupt your work. Please rest assured that I am here to support you every step of the way. 

After carefully reviewing the information you provided, based on my research, it appears that the main cause may be that the system still retains information about the expired .co domain in the old tenant. This could be causing Outlook on your Surface Pro tablet to not recognize your .com email account in the new tenant. Meanwhile, Outlook web and mobile apps continue to work normally because they are already connected to the new tenant. However, I do not rule out the possibility that there may be other technical reasons related to the migration process or system configuration. 

To help you resolve this issue, I would like to suggest the following steps, each with a brief explanation of its purpose: 

1. Ensure the .com domain has been added and verified in the new tenant: This ensures your .com email address is properly recognized and managed by your new Microsoft 365 environment. 

• Log in to the Microsoft 365 Admin Center using the admin account for your new tenant. 
• Go to Domains and check that the .com domain has been successfully verified. 

2. Remove the .com email account from Outlook on your Surface Pro: Removing the account helps clear any old or incorrect settings that may be causing conflicts with the new tenant. 

• Open Outlook on your Surface Pro, go to Settings > Accounts, and remove the .com email account from the app. 

3. Clear the Outlook app cache: Clearing the cache removes any residual data that might be interfering with the new account setup. 

• Go to your device’s settings, find the Outlook app, and clear its cache/data. 

**4. Re-add the .com email account to Outlook: **Adding the account again allows Outlook to connect to the correct tenant and update all settings. 

• Open Outlook again and add your .com email account so the system can recognize it under the new tenant. 

5. Make sure the .co domain has been completely removed from the Admin Center: Removing the expired .co domain prevents the system from referencing outdated tenant information, which could cause login issues. 

• In the Admin Center, check and remove the .co domain if it still appears. 

6. If the issue persists, try logging in on another device: This helps determine if the problem is specific to your Surface Pro or if it affects other devices as well. 

• Try logging in with your .com email on another device using Outlook Desktop. 

7. Double-check DNS records for your .com domain: Ensuring your DNS records are correctly configured is essential for proper email routing and authentication. 

• Verify that the DNS records for your .com domain are correctly pointing to the new Microsoft 365 tenant. 

8. Create a new user profile on your Surface Pro and set up Outlook: Sometimes, the user profile on a device can retain old settings or data that interfere with new configurations. Creating a new user profile provides a clean environment for Outlook and can help resolve persistent issues. 

• Create a new user account on your Surface Pro. 
• Install Outlook under this new profile and log in with your .com email account. 

9. If the problem continues: Please send me more details or a screenshot of the error so I can help escalate the issue to Microsoft 365 technical support. 

I sincerely hope these steps will help you resolve the current issue. I truly understand how disruptive this situation can be, and I want to assure you that I am committed to supporting you until we find a solution. If the problem is not fully resolved, I will continue to work closely with you and coordinate with Microsoft’s technical team to find the most suitable resolution. 

Once again, I apologize for the inconvenience and thank you for your patience during this process. Please know that I am always here and ready to support you whenever you need. If you would like more detailed instructions or if any of the steps are unclear, please feel free to let me know. I am always happy to provide step-by-step guidance or answer any questions you may have.

If the answer is helpful, please click "Accept Answer" and kindly upvote it. If you have extra questions about this answer, please click "Comment".     

Note: Please follow the steps in our documentation to enable e-mail notifications if you want to receive the related email notification for this thread.