"Problems with users

Question

Hello

Please i need your help on this issue.

I really screwed things up when switching from a personal license to a Microsoft 365 business license.

I've completely lost track of the logins, and I haven't been able to import/export. Please help. Nothing is working."

Not able to sign in with alias.

I had one personal account with an alias email via ******.no.

I had to change this alias to add my business email with the same alias, then things got **** up.

I am trying to import everything. Emails, calendar, contacts from the private account and on to the new business account.

I follow the instructions with the pst file and import/export. Only the inbox I finally got to import; the rest is missing.

Answer 1

Hi Rita Rita1

Good day. Hope you are doing well.

Thank you for posting back. I understand that you have been able to import the pst file from old account to your new business account. However many emails are in the Deleted items folder and your contacts & calendar are missing.

Regarding the missing contacts & calendar, please open the PST file in Outlook to see if the contacts and calendar folders are contained in the PST file. To do this, go to File > Open & Export > Open Outlook Data File

If the contacts and calendar are present in the PST file but not imported, try re-importing the PST file and ensure you select the option to import contacts and calendar items. Otherwise, please try to re-export the contacts and calendar from your old account.

For emails misplacement, given the complexity of the issue, it is suggested to escalate this matter to Microsoft technical support team directly. Microsoft's back-end support team can check the advanced logs and investigate the situation further. Due to the limited permissions and access resources of our community moderators, we are unable to collect certain types of registration information in public forums for this reason and for the privacy of our users' data.

As a M365 admin, you may create a support request within the M365 admin center by selecting Help & support on the bottom right side of the page. Get support - Microsoft 365 admin | Microsoft Learn is for your reference.

Your kind understanding and cooperation are greatly appreciated.

Sincerely,

Roger Shen

Answer 2

Hello Roger Shen_MSFT

Thank you for your reply.

I am able to access my NEW business account and I have also imported the .pst file from the OLD, PRIVATE account and I think it is made via live.com.

I have imported the .pst file from the old account and some of the files is OK, but it seems that A LOT of emails are not placed correctly after import.

Thousands of emails are in the “deleted” folder after the import. My contacts and calendar are not included also.

Answer 3

Hi Rita Rita1

Good day! Thank you for posting to Microsoft Community. We are happy to assist you.

I am truly sorry for the inconvenience this issue has caused you. Based on the description, I understand that you are unable to access your M365 work account and has issue with export/import PST files in Outlook.

Regarding the login issue, to further clarify the issue, please kindly confirm whether you are having issue with the Microsoft personal account (hotmail.com/live.com/outlook.com) or M365 business account.

If your account is Microsoft personal account (hotmail.com/live.com/outlook.com), please reply back to us, so we can involve personal account team for further assistance.

If it is a M365 business account, please try to sign in your account with the login ID, instead of using the email alias. Unlike a Microsoft personal account, when you add an email alias to your M365 business account, it does not change the account's login ID, hence you will need to use the original user login ID to sign in. If you would like to change the login ID completely, please kindly see Change a user name and email address - Microsoft 365 admin | Microsoft Learn. For more on email alias of M365 business account, see: Add another email alias for a user - Microsoft 365 admin | Microsoft Learn.

For Outlook data export/import issue, please kindly confirm whether you have select the entire email account when try to export as a PST file. Please kindly follow the steps below to export the entire mailbox from Outlook again and try import into new account. Export emails, contacts, and calendar items to Outlook using a .pst file - Microsoft Support is for your reference.

1. Go to File > Open & Export > Import/Export
2. Choose Export to a file > Next.
3. Click Outlook Data File (.pst)> Next.
4. Select the name of the email account to export, and make sure that the Include subfolders check box is selected. This ensures that everything in the account will be exported: Inbox, Calendar, Contacts, and Tasks. Choose Next.
5. Click Browse to select where to save the Outlook Data File (.pst). Enter a file name, and choose OK to continue.
6. If you are exporting to an existing Outlook Data File (.pst), under Options, specify what to do when exporting items that already exist in the file.
7. Finish

Please understand that our initial response may not always resolve the issue immediately. However, with your help and more detailed information, we can work together to find a solution.

Thank you so much for your precious time and cooperation.

Sincerely,

Roger Shen