Email Alias Is Not Working.

Question

Hello,

I wish to delete the current gmail that my microsoft account is registered to, so i wished to change the primary email. However, I find that I cannot. After adding the email and clicking the verify button, I get the email. In the email, after clicking the confirmation link in the email, I am brought back to the same page, and nothing is verified. I have tried a few different methods. I have tried doing it in a different browser. I have tried doing it on a different device. I have tried doing it in incognito. I have tried deleting all cache and doing it. I have tried using cellular data instead. Nothing has worked for me. Furthermore, I note that it says, "We couldn't complete the action because that alias doesn't exist anymore." I'm not sure what that's supposed to mean. There is no Microsoft account or Teams under that Gmail. I didn't type the Gmail wrong. I have tried removing the Gmail and adding it again. But nothing is verifying it.

Please help me fix this issue.

Thank you

Answer 1

@Eggzie _ said

"We couldn't complete the action because that alias doesn't exist anymore"

Not a very common error message from alias creation. But I am working another recent question with the same problem:
https://learn.microsoft.com/en-us/answers/questions/5997130/verifying-alias

It may be a Microsoft problem? All I can suggest is the same as the other case, bring in Microsoft Support. Please report back on what (if anything) Support discovers. This bug may be starting to spread.

You must have a working Microsoft email account to use Chat or any other Support Services. If you can not logon with your current account, create a new, temporary one at https://signup.live.com (Once you are in Chat you can tell them the actual account with the problem).

Chat Support

• Open a browser to https://support.microsoft.com/en-us/home/contact
• Tell us your problem: {Whatever}
• [Get Help] {Scroll down to the bottom of the page} [Sign in to Contact Support]
• Sign in with any Microsoft account
• Products and services: "Other Products"
• Category: "Manage Account Security"
• [Confirm]
• Choose a support option -> "Chat with a support agent in your web browser"

Answer 2

Hi Eggzie _,

Thank you for providing the detailed troubleshooting steps you've already tried.

Since the verification email is being delivered successfully, but the alias remains unverified after you click the verification link, this does not appear to be a browser, cache, device, or network issue. The error message "We couldn't complete the action because that alias doesn't exist anymore" suggests there may be an issue with the alias record on the Microsoft Account service.

I recommend the following:

1. Go to Manage how you sign in to Microsoft and confirm whether the Gmail address still appears in your list of aliases.
2. If it appears, try removing it completely, wait a few hours, and then add it again.
3. If possible, test with a different email address that has never been associated with a Microsoft account before.

If the issue persists after these checks, please understand that Microsoft Q&A contributors do not have access to Microsoft account records, alias configuration, or backend account services. As a public community forum, we cannot view, modify, or investigate account-specific alias verification issues. Cases involving account aliases, verification status, and backend account data require assistance from the dedicated Microsoft support team, which has access to the necessary account tools.

If you've confirmed the checks above and the behavior remains the same, I recommend contacting Microsoft Support directly so they can investigate whether there is a backend issue with the alias record associated with your account.