email for my nonprofit is wrong

Question

I was on the site to find out why my email account was not working ([Moderator note: personal info removed]) and they signed me up but gave me a new email account! I did not realize the change **and I did not approve this. My supporters use the [Moderator note: personal info removed] account and I want that to be my email...**this is costing me $$$...

Answer 1

Hi @Lee Rosen,

Thank you for reaching out for Microsoft Q&A Forum.

To better understand your situation and assist you securely, may I ask you to provide your username of the new email account you mention a private message?

I’ve already initiated a private message for your convenience and included a note there. When you have a moment, please review it so I can continue assisting you effectively

To access your private messages, sign in to the Q&A forum using the account you used to post your question. Then, navigate to the Private Messages section to view and respond.

 

Thank you for your patience and understanding throughout this process.   

Answer 2

why no answer? can you please have a LIVE PERSON call me asap...[Moderator note: personal info removed]

Answer 3

I worked with go daddy and spoke to them again yesterday...as they were the third party but they said microsoft took over the account and that they do not have access to it any longer. I received an email dated 1/13/26 from microsoft that said my "Subscription was renewed." Please just RENEW!

Answer 4

I worked with go daddy and spoke to them again yesterday...as they were the third party but they said microsoft took over the account and that they do not have access to it any longer. I received an email dated 1/13/26 from microsoft that said my "Subscription was renewed." Please just RENEW!

Answer 5

The situation most likely involves the custom domain for the nonprofit (for example, [Moderator note: personal info removed]) being associated with a specific Microsoft 365 tenant, and either:

• A new tenant was created and a new mailbox/user was provisioned instead of reusing the existing [Moderator note: personal info removed] address, or
• The domain or contact information on the existing tenant was changed so that the original mailbox is no longer the primary address being used.

To restore use of the correct [Moderator note: personal info removed] email for nonprofit work and communications, follow these steps:

1. Collect tenant and domain details
   • Note the organization name, the custom domain ([Moderator note: personal info removed]), and the email address that should be primary.
   • Gather any registration or approval messages received for Microsoft for Nonprofits or Microsoft 365.
2. Verify which tenant the [Moderator note: personal info removed] domain is attached to
   • If the domain was ever set up through a hosting partner such as GoDaddy, the domain might be tied to a partner-provisioned Microsoft 365 tenant. In that case, sign-in attempts or admin access can be redirected and a new account may have been created instead of using the existing one.
   • If login is redirected to a partner (for example, GoDaddy) instead of the Microsoft 365 admin center, contact that partner’s support and request that they release the [Moderator note: personal info removed] domain from the hosted Microsoft 365 tenant so it can be correctly managed.
3. Avoid creating additional tenants
   • Only one active tenant can be approved for nonprofit offers at a time. Creating or using multiple tenants for the same domain can cause exactly the kind of confusion described (new account created, old address not working).
   • Do not register a new tenant again for [Moderator note: personal info removed] unless intentionally migrating and fully aware of the impact.
4. Work with Microsoft nonprofit support to correct the tenant and email
   • If the domain is already in use or attached to the wrong tenant, or if access to the original tenant is lost, submit a support request to Microsoft nonprofit support.
   • In the request, clearly state that:
     • The nonprofit’s domain is [Moderator note: personal info removed]
     • A new email account was created unexpectedly and the existing [Moderator note: personal info removed] address used by supporters is not working.
     • The goal is to restore or reassign the [Moderator note: personal info removed] mailbox as the active address for communications.
   • Provide as much information as possible: organization name, domain, registration email, and any proof of nonprofit status or legal documentation that matches the domain. This speeds up validation and tenant/domain correction.
5. Adjust user information once in the correct tenant
   • After confirming the correct tenant and regaining access, adjust the user’s email information within that tenant so that the primary email address is the [Moderator note: personal info removed] address used by supporters.
   • This may involve changing the sign-in name/UPN or primary SMTP address for the user account, while keeping the tenant and nonprofit entitlements intact.
6. Keep domain and contact information accurate going forward
   • Ensure the organization’s domain and contact email in the nonprofit and tenant profile are accurate and up to date so future communications and validations do not create new, unintended accounts.

If direct recovery or domain release through a partner fails, continue working with Microsoft nonprofit support via the Contact Us form until the domain and mailbox are correctly aligned with the nonprofit tenant and the original [Moderator note: personal info removed] address is restored as the primary email.

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References:

• Tenant access recovery
• Tenant modification
• Special nonprofit use cases