Cannot create a Microsoft account with my Gmail after removing it as alias and recovery email

Question

Hello,

I am trying to create a new personal Microsoft account using my Gmail address so that I can accept an invitation to a Microsoft 365 Family subscription.

Before doing that, I discovered that my Gmail address was associated with another Microsoft account. I signed in to that account and:

• Removed my Gmail address as a sign-in alias.
• Removed my Gmail address from the Security Info (recovery email).
• Successfully verified the removal using the verification code Microsoft sent me.

I believe I have removed my Gmail address from that Microsoft account. However, I cannot be completely sure whether the same Gmail address may still be associated with another older Microsoft account that I have forgotten about.

Since making these changes, I have received inconsistent messages from different Microsoft services:

• The Microsoft username recovery page says "We couldn't find an account."
• The Microsoft sign-in page says "We couldn't find an account with that username."
• The account creation flow has, at different times, indicated that my Gmail address is a recovery method for another Microsoft account, or that Microsoft thinks I might have another account and asks me to enter a verification code that I never receive.

Because of these conflicting messages, I no longer know whether my Gmail address is still linked to another Microsoft identity or whether the different Microsoft systems have not yet synchronized.

Could someone please advise whether this behaviour is consistent with a synchronization delay, or whether it suggests that my Gmail address is still associated with another Microsoft account?

If necessary, could you also advise how I can contact the appropriate Microsoft support team to have this investigated? I have been unable to find a way to contact Microsoft directly, as the support pages seem to lead me in circles.

Thank you.

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Moved from: Microsoft 365 and Office | Install, redeem, activate | For home | Windows

Answer 1

Hello Alzira,

I understand how confusing it is to receive contradictory messages after carefully removing the Gmail address from the previous Microsoft account.

Please note that this is a user-to-user forum, so contributors cannot view the accounts associated with an email address or check Microsoft’s account records.

A sign-in alias and a recovery email are separate account settings. Removing the Gmail address from Security info only removes it as a verification method. Removing it from Manage how you sign in to Microsoft should detach it as an alias, but an address cannot be used if it is still associated with any other Microsoft account. For reference, see Add or remove an email alias in Outlook.com.

Because the sign-in pages no longer recognize the Gmail address while the account-creation page sometimes reports another association, there is not enough information available publicly to confirm whether this is a synchronization delay or a remaining account link. You may try the signup once in an InPrivate or Incognito browser window to rule out stored sign-in information. If the same message appears, avoid repeatedly requesting verification codes and contact Microsoft Support so the account association can be reviewed.

1. Visit the Microsoft Support contact page: Contact - Microsoft Support    
2. In the search bar provided on the page, type "Account Management" and press Enter.    
3. Click on the "Get Help" button that appears.    
4. Scroll down the page until you see and click on the "Contact Support" option.    
5. When prompted to select your product or service, choose "Other Products".    
6. For the category, choose "Manage Account Security".    
7. Look for and click on "Chat with a support agent in your web browser".    
8. When prompted, provide a valid contact email where Microsoft can reach you regarding your case.    
9. Explain your situation clearly: Be concise but provide all the relevant details.      

If the only purpose of the new account is to accept the Microsoft 365 Family invitation, a separate account may not be necessary. The invitation can be accepted using an existing personal Microsoft account. If no Microsoft account exists, the invitation flow prompts the recipient to create one. See Accept a shared Microsoft 365 subscription.

I hope this helps you reach the appropriate team and clarify the status of the Gmail address.