Cannot add email as alias to my account

Question

Cannot add email as alias to my account

Kalexan 0

Hello.

Although I have added a new email address at my MS profile (ending with ...ic.gr, see bellow),
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I cannot see or select the new email address at the "Manage how you sign in to your account" page. Moreove the second address at the list is the same with the one that appears first (primary)
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I tried to add the new email by clicking on Add email, however I get an error (since I already have added it at 1st screen)

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How I can have my new email address displayed at my profile?

User's image Thanks in advance!

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2 answers

Your answer

Answer 1

Kalexan 0

Hello

Thank you Chloe for your answer. I tried to login with the new email address at an other browser (never logged in to MS services from there), and when I initiated the reclaim password procedure, I was suggested to have the verification code sent to my old email! So it doesn't seem to exist a separate MS account with my new address.

Moreover, I tried to add a completely new email address at my account, I verified it and when I tried to make it primary I received and error
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It seems that the problem is with my MS account as:

account username ....web.gr appears twice
I cannot change the primary address to any other

Note that I had my chat history being transferred from Skype to MS Teams and the problem must have appeared when this happened.

Any suggestions on how to solve the problem?

Chloe-L 13,675 Reputation points Microsoft External Staff Moderator

2026-02-10T23:39:53.76+00:00
Hello Kalexan,

Thank you for providing that detailed description and for carrying out the troubleshooting steps.

The behavior you described confirms that ...ic.gr already exists on your account, but it is currently saved as Security Info (a recovery method), rather than a Login Alias.

Microsoft systems generally prevent you from adding an email address as a Login Alias if it is already "reserved" in the database as a verification method. This creates a conflict where the system thinks the email is "taken."

Here is the specific sequence to untangle this conflict:

Step 1: Clear the Security Reservation

Go to account.microsoft.com/security.

Select Advanced security options.

Look for your new email (...ic.gr) in the list of verification methods (ways to prove who you are).

Remove it from this list.

Crucial Warning: Before you delete it, please make sure you have at least one other phone number or email listed there so you do not lose access to your account.

Wait 5–10 minutes for the system to update the database.

Step 2: Remove the "Ghost" Duplicate

Go back to the "Manage how you sign in to Microsoft" page.

Look at the list of aliases. You mentioned seeing ...web.gr listed twice.

Remove the second entry (the one that does not say "(primary)" next to it).

Refresh the page. You should now see only one instance of ...web.gr.

Step 3: Add and Promote the New Email

On the same page, click Add email.

Select "Add an existing email address as a Microsoft account alias" and type in ...ic.gr.

Click Make primary next to it once added.

If you follow these steps and still cannot add the alias, it suggests a deeper synchronization issue within your account backend.

Because this is a public forum, I have limited access to user accounts and cannot remotely access your system logs or perform deep-level repairs. Given the urgency of this issue, I strongly suggest you submit a support ticket to chat with the Live Support team. They have specific tools to start a remote session and diagnose exactly why the alias is blocked.

You can reach them by following these exact steps:

Visit this site: Contact – Microsoft Support

Type "duplicate primary alias" in the search box.

Click Get Help, scroll to the bottom, and click Contact Support.

Note: You will need to be signed in to a personal Microsoft account to access this option.

Under the Products & Services tab, choose Other Products.

Under the Category tab, choose Microsoft 365 & Office.

Click Confirm.

You should now see the option to Chat with a support agent in your web browser.

I wish you have a wonderful day!

Answer 2

Hello Kalexan,

Thank you for posting to the Microsoft Q&A and for detailing your issue so clearly. The screenshots you provided are very helpful. I understand how confusing it is to see an email address listed in your profile but be unable to manage it, especially when receiving an "Already Taken" error.

The error "This email address is already taken" is the proof that your new email (...ic.gr) currently exists as a completely separate, independent Microsoft Account.

Even if you do not recall creating it, that specific email address was likely used at some point to sign in to a Microsoft service (such as Windows, Skype, Teams, or Xbox), creating its own "Identity" in Microsoft's database. Because Microsoft security protocols do not allow two separate accounts to be merged, the system is blocking you from adding it as an "Alias" to your current main account (...web.gr).

To resolve this, we must manually "release" the email from the old account so it can be claimed by your main profile. Here are the steps:

Step 1: Log into the Blocking Account

Open a browser in Incognito/Private mode (Ctrl + Shift + N) to prevent auto-login interference.
Navigate to account.microsoft.com.
Sign in using the ...ic.gr email address.
- Note: If you do not know the password, please use the "Forgot Password" option to reset it via that email inbox.

Step 2: Release the Email Address

Once logged in, go to Your Info > Sign-in preferences.
You will likely see ...ic.gr listed as the Primary Alias.
Click Add email and create a new, generic temporary address (e.g., ******@outlook.com).
Make this new Outlook address the Primary Alias.
Crucial Step: Select Remove next to the ...ic.gr address.
- Result: This action deletes the link between that Microsoft ID and your email. The ...ic.gr address is now "released" and available.

Step 3: Claim the Address on your Main Account

Log out of the temporary account.
Log back into your main account (...web.gr).
Go to Manage how you sign in to your account.
Click Add email and enter ...ic.gr.
Since the address is no longer "Taken" by another ID, the system should now accept it.

I hope this information helps resolve the issue you are experiencing with your system. Please let me know if you need further assistance or if there are any other details I can clarify for you.

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

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Kalexan 0 Reputation points

2026-02-09T10:35:27.5566667+00:00

Hello

Thank you Chloe for your answer. I tried to login with the new email address at an other browser (never logged in to MS services from there), and when I initiated the reclaim password procedure, I was suggested to have the verification code sent to my old email! So it doesn't seem to exist a separate MS account with my new address.

Moreover, I tried to add a completely new email address at my account, I verified it and when I tried to make it primary I received and error

It seems that the problem is with my MS account as:

account username ....web.gr appears twice

I cannot change the primary address to any other

Note that I had my chat history being transferred from Skype to MS Teams and the problem must have appeared when this happened.

Any suggestions on how to solve the problem?