Wrong Email

Question

When we signed up for the Microsoft 365 yesterday it was put under the wrong email address. How do we change the main contact email address to one that is connected to our Family?

Answer 1

When you purchase or activate a Microsoft 365 subscription, that automatically gets linked to the Microsoft account used at the time as a digital licence, and there is no native process provided to move the licence to another Microsoft account.

You can either cancel the subscription to get a pro-rata refund using the steps provided on this link (https://support.microsoft.com/en-us/accounts-billing/subscriptions/cancel-a-microsoft-365-subscription) and then take out a new subscription on the correct Microsoft account, or you will need to contact Microsoft Support directly to ask them if it is possible to move the subscription for you, try using this method to contact their support.

Go to this link: https://support.microsoft.com/contactus

Select Microsoft 365

Click 'Get Home Support'.

In the box provided, type billing.

Press Enter, then on the next page, scroll down and click 'Sign in to Contact Support'.

Navigate to Microsoft 365 and Office - Manage my Subscription.

Select the 'Chat with support agent in web browser' option

Answer 2

If the subscription was set up under the wrong email address, you'll need to sign in to the Microsoft account that owns the subscription and either add the correct family members to the plan or contact Microsoft Support to see if the subscription can be moved or refunded and repurchased under the correct account. Microsoft 365 subscriptions generally can't be transferred between accounts after purchase.

Answer 3

For a home Microsoft 365 subscription, the “main” email on the account is the Microsoft account (alias) that the subscription is attached to. To change the primary contact email to the one used by the Family, update the aliases on the Microsoft account that currently owns the subscription.

Follow these steps:

1. Go to Manage how you sign in to your account at https://account.live.com/names/manage and sign in with the email that currently has the Microsoft 365 subscription.
2. Under your account info, choose Add email.
3. Add the email address that is connected to your Family (or the email you want to use going forward), then complete the verification process.
4. After it is added, select Make primary next to that new email so it becomes the primary alias for the account.
5. If desired, select Remove next to the old email address so it is no longer used as a sign-in or contact address. Be careful: if the old address is from a Microsoft domain (like @outlook.com, @hotmail.com, @live.com, or @msn.com) and is removed as an alias, it is permanently deleted and cannot be associated with any Microsoft account again.

This keeps the subscription and all data under the same Microsoft account while changing the main contact/sign-in email to the Family-connected address.

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References:

• Change the email address or phone number for your Microsoft account
• Add or remove an email alias in Outlook.com