Unable to validate address

Question

I have a Microsoft 365 Personal annual subscription and a monthly Copilot subscription.

I moved five (5) months ago. I am trying to update my account default and shipping address.

I have tried several iterations of my new address (dropping apartment numbers and street types (Drive, Dr, Avenue, Ave, etc...).

I have included the four (4) digit ZIP Code extension, and used the specified USPS address style (via other accounts I have updated).

I have followed the Update Account Name/Address instructions, via Google and Edge (Windows 11). I have contacted support via chat.

Issue persists.

The address is where I live, updated on all government ID's and banking/payment accounts. I receive mail and shipments without issue. I do not have another address to use.

I do not want to loose my MS 365 account for a failure to validate my address for billing and shipping. It seems the address does not exist in the Microsoft database, or it is not updating?

Who do I contact to resolve this issue?

Error if I enter the complete address:

Error if I omit "Dr" and apartment number:

Please note: There is not option for 3640 on my street.

I get the same result if I do not include the ZIP extension.

My payment method does show the correct address saved - but that is in wallet, it has nothing to do with my MS account address.

Microsoft cannot find the address, the information is not available (outdated data set?)

I'm not too concerned about the Copilot Sub, I don't rely on it.

I heavily rely on MS 365. That 1TB is what matters to me. I'm steady backing everything up - just incase!

Any thoughts or suggestions are welcome.

Answer 1

Hello Miz_Ve,   Welcome to the Microsoft Community. Thank you for describing in detail the issue you are experiencing. We understand the importance of address information for account management and subscription services, especially your reliance on Microsoft 365 and the importance of data security.

From your description, it appears that you have tried multiple address format adjustments and contacted online support, but the issue remains unresolved. This situation may be related to address validation logic or cache synchronization delays in your system. Since address validation often relies on real-time matching from external data sources, some new addresses or special formats may require further manual intervention to update records.

As we are only the technical support staff for the community, we can only offer advice on account issues, and although you have attempted to contact online customer support, since online support is divided into different departments, it is recommended that you try contacting the specialized account department and resubmit your address update request:

• Go to the following Web site: Contact - Microsoft Support.
• Enter MSA in the search box, and select Get Help.
• Select Contact Support (sign in to your personal Microsoft account).

• Under Products and services, select Other products.
• Under Category, select Manage profile information.
• Go to Confirm.

Please Note: The Chat support team only works at certain times, so if the last window says you are not available, try to open it again the next day. If you prefer phone support, you can leave a phone number. That way, they can call you and help you.

The reminder about data backups is very wise, and we recommend that you continue to use OneDrive's version history feature or local backups for extra file security.

Thank you for your patience! Best RegardsEliac.S - MSFT | Microsoft Community Support Specialist