Wrong name

Question

My email is attached to the wrong name. It’s attached to [Moderator note: Personally Identifiable Information removed] and my name is different I have reset the network off loaded the app also deleted the app and reset all catche and it’s still not right

Answer 1

Dear @Chantel Alberts reyna,

Good day, and thank you for reaching out to the Q&A Forum. As a forum moderator, I genuinely wish I could directly access your account or delve into the backend systems to diagnose and fix this for you. However, our role here is limited to providing general guidance and solutions that can be applied by users. That said, I’m happy to walk you through a few checks that may help.

Correct me if I’m wrong, but I understand that Outlook is currently displaying a name different from your own. From my research, issues like this are usually related to cached account data, outdated profile information synced from your Microsoft account, or a contact/profile mismatch, rather than a problem with Outlook itself. Please try the steps below:

1.Verify and update your display name online

Log in to outlook.office.com or account.microsoft.com using a web browser on any device.

• Navigate to your profile settings (gear icon > View account or Personal info).
• Update your display name to the correct name and save the changes. This ensures the server-side record is correct, which the mobile app should reflect.

2.Remove and re-add your account in Outlook

• Open the Outlook app.
• Tap your profile icon in the top-left corner.
• Tap the gear icon (Settings) at the bottom.
• Under Accounts, select your email account.
• Scroll down and tap Remove Account. Confirm the action.
• Fully close the Outlook app (swipe up from the bottom of the screen and swipe the app away).
• Reopen Outlook and add your account again by entering your email address and signing in. During setup, ensure you enter your correct name if prompted.

If none of the above solutions work, let me know in the comments for further investigation. Please note that our initial response does not always resolve the issue immediately. However, with your help and more detailed information, we can work together to find a solution. Thank you for your patience and understanding. I'm looking forward to your reply.

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Answer 2

The name shown with an email address can come from different places, and the fix depends on where it is stored.

1. If this is an Outlook for iOS/Android work or school account

• Some profile details (like name and title) are controlled by the organization’s directory, not the app.
• In that case, only the IT/admin or HR department can correct the name.
• Contact the organization’s admin and ask them to update the name in Microsoft 365/Azure AD. Once they change it, the correct name will appear on the contact card and in Outlook.

2. If this is a personal Microsoft account (Outlook.com)

• The display name is taken from the Microsoft account profile.
• Go to the Microsoft account profile page and update the display name as described in the Microsoft account name guidance.
• It can take up to 24 hours for the new name to show everywhere.

3. Refresh Outlook for iOS/Android after the change

• Since the app cache was already cleared and the app reinstalled, once the name is corrected in the account/profile itself, simply:
  • Force close Outlook on the phone.
  • Reopen Outlook and let it resync.

If the account is managed by an organization and the name is still wrong after these steps, the organization’s admin must correct it; it cannot be changed directly in the Outlook mobile app.

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References:

• Why can't I change all my profile information or organizational info that other people can see on my contact card?
• How to change your Microsoft account name or address
• How do I clear the cache or locally reset/refresh the client/app?