Cant change primary alias

Question

I have a personal Microsoft account with three verified aliases. When I try to make either my Outlook.com alias or my custom-domain alias primary, I receive: “We were unable to make [address] your primary alias. Please try again later.” The current primary alias is a Gmail address. It will not allow me to change it and when i go to submit support request it doesnt not allow to do that either. Any ideas why?

Answer 1

Hello Neringa Petrosiute,

Since the same error occurs with both verified aliases, and the standard alias-management steps provided by AI have already been tried, there may be an account-specific issue that cannot be diagnosed from the community forum.

Please do not remove the Outlook.com alias while testing, as removing a Microsoft-owned alias may permanently delete that address.

You can contact Microsoft Support through the flow below for further assistance on this issue:

Please note that this is a user-to-user support forum. Moderators and contributors, including external Microsoft employees, are not allowed to directly interfere with Microsoft product features or access back-end systems. Our role is limited solely to providing technical guidance on reported incidents, requests, or ideas.  

1. Open a website link - Contact - Microsoft Support 
2. In the box below "We're here to help", type Microsoft 365, click "Get Help", and then click "Contact Support" below. 
3. In this section, you will need to sign in to your Microsoft account. 
4. Select "Microsoft 365 and Office" under Products & Services, select "Technical Support" as the category, and click to confirm 
5. You can select " Chat with a support agent in your web browser " to access the chat window. 

Please note that support agents cannot directly change protected account details, but they may be able to identify the correct support path for this account issue.

I hope you can get the support you need, have a nice day.