Loop keeps using the onmicrosoft email address

Question

I setup M365 a couple of days ago and was assigned an onmicrosoft email address. Later that day, I successfully transferred my custom domain and got my custom email address. I promptly set it up as the default in the admin center. I created a Loop workspace with a meeting notes page. I log into Loop with my custom email address account. When I try to assign myself a task, I see my name and my custom email address underneath. However, when I click on it, my name becomes red and I get the following error message:

One or more people mentioned cannot be granted access due to IT policy. They will not be notified.

And then underneath I see my onmicrosoft email address.

Now if I actually manually type my custom email address in the field instead of clicking my name in the drop down list, it then becomes purple and I get a notification that a task has been assigned to me.

I have tried so many solutions: signing out of all office and signing back in, clearing browser cache, removing credentials directly from credential manager in windows, verified default domains in admin console, etc.

Please help. Thank you. Stephanie.

Answer 1

Dear Stephanie,

Good day! Thank you for posting to Microsoft Community. We’re happy to help you.

We're sorry to hear about the issue you're encountering with Loop using the onmicrosoft email address after transferring to a custom domain. We understand how frustrating this must be, and we sincerely apologize for the inconvenience.

We appreciate that you've tried various solutions, such as signing out and back in, clearing the browser cache, removing credentials from Windows Credential Manager, and verifying the default domain in the admin console. Given your efforts, it seems that this issue might be related to a background service that needs to be checked from the backend.

As forum support, we may not have enough permissions and resources to directly check the backend environment. Therefore, we recommend you contact your Microsoft 365 administrator if you are not the admin, follow the steps in this article to create a support ticket with Online Support. The support team has higher permissions than us; they can help check the situation on your side, involve more resources to collect logs, and help troubleshoot from the backend. This would be a more efficient way to handle this case for you.

For reference: How do I find my Microsoft 365 admin?

We apologize for redirecting you to the related support team because the moderators in this community are limited in terms of resources for further investigation. To get a quick resolution to your problem, we requested this step.

Sorry for the inconvenience again. We appreciate your understanding and cooperation. Have a good day!

Sincerely,

Rhoda | Microsoft Community Moderator