I have two profile with the email [Moderator note: personal info removed]

Question

I have two profile with the email [Moderator note: personal info removed] and one is the administrator. I tried now several times to enter the admin acount without succes. I need to create new email adresses.

Answer 1

Hi @Rim El Sammaa-Aru,

Thank you for reaching out here. I hope you’re doing well.

I’d like to better understand your situation so we can point you in the right direction. To help clarify, could you please share a bit more detail on the following:

• Where exactly are you trying to sign in (for example, Microsoft 365 admin center, Office apps, etc.)?
• What happens when you try to sign in to the administrator account? Are you seeing a specific error message or being blocked at a particular step? If possible, a screenshot of the error (with any personal or sensitive information removed) would be very helpful so we can better understand what’s stopping the sign‑in.
• Are you mainly trying to regain access to the existing admin account, or are you looking to set up a new subscription / tenant so you can create new email addresses from scratch?

Once I have a clearer picture, it will be much easier to guide you on the correct next steps. If you have any updates or additional information you'd like to share, please feel free to let me know.

I look forward to your update and will do my best to help based on the information you can share.

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Answer 2

The email address is currently associated with two different Microsoft accounts (a personal account and a work/school account). That is why sign-in to the intended administrator profile is failing.

To resolve this and reliably access the correct (admin) account so new email addresses can be created, use one of these approaches:

1. Rename the personal Microsoft account (recommended)
   • Sign in to the personal Microsoft account that uses the same email.
   • Go to the Manage how you sign in section of the Microsoft account.
   • Add a new alias (for example an Outlook.com address) or choose an existing alias.
   • Select Make primary for that alias so it becomes the main sign-in address.
   • After this, the original email (******@fdhellerup.dk) will no longer be the primary sign-in for the personal account, and it can be used more cleanly for the work/school (admin) account.
   • Then sign out everywhere and sign back in choosing Work or school account when prompted with “Which account do you want to use?”.
2. Contact the organization that owns the work/school account
   • If the work/school account was created by an organization whose domain matches the personal email domain, contact that organization’s IT/admin.
   • Ask them to remove the personal address from their lists or confirm/administer the account so that sign-in as the administrator works correctly.

If Outlook access is also confusing because of multiple accounts, consider using separate Outlook profiles for work and personal:

1. Hold Shift while starting Outlook to open the profile picker.
2. Select New, give the profile a name, and add only the admin/work account to that profile.
3. Optionally enable Prompt for a profile to be used so the correct profile (and account) can be chosen each time Outlook starts.

Once the correct admin/work account is accessible and clearly separated from the personal account, use that admin account in Outlook on the web or the appropriate admin portal to create new email addresses.

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References:

• Which account do you want to use?
• Overview of Outlook email profiles
• Create an Outlook profile