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User information in @mentions doesn't resolve

  • Applies to: Word for Microsoft 365, Word for Microsoft 365 for Mac, Word for the web, PowerPoint for Microsoft 365 for Mac, PowerPoint for Microsoft 365, PowerPoint for the web, Excel for Microsoft 365 for Mac, Excel for Microsoft 365, Excel for the web, Outlook for Microsoft 365, Outlook for Microsoft 365 for Mac, Outlook on the web

Symptoms

In Microsoft Word, Excel, PowerPoint, and Outlook, if you mention a user by using the @ sign followed by the user's name or email alias, the user doesn't resolve.

Cause

This issue occurs if the user is hidden from the global address list (GAL) in Microsoft Exchange Server or Exchange Online.

Resolution

To resolve this issue, use one of the methods, as appropriate for your situation.

Note: The following steps must be done by an administrator.

Method 1: Mailboxes are in Exchange Online in a non-hybrid configuration

  1. Connect to Exchange Online PowerShell.

  2. Check the HiddenFromAddressListsEnabled property by running the following cmdlet:

    $User = Get-Mailbox -Identity john@contoso.com
$User.HiddenFromAddressListsEnabled

  3. Set the property value to False by running the following cmdlet:

    Set-Mailbox -Identity john@contoso.com -HiddenFromAddressListsEnabled $false

Method 2: Mailboxes are in Exchange Online in a hybrid configuration

  1. Open the Exchange Management Shell.

  2. Check the HiddenFromAddressListsEnabled property by running the following cmdlet:

    $User = Get-RemoteMailbox -Identity john@contoso.com
$User.HiddenFromAddressListsEnabled

  3. Set the property value to False by running the following cmdlet:

    Set-RemoteMailbox -Identity john@contoso.com -HiddenFromAddressListsEnabled $false

Method 3: Mailboxes are in Exchange Server in a hybrid configuration

  1. Open the Exchange Management Shell.

  2. Check the HiddenFromAddressListsEnabled property by running the following cmdlet:

    $User = Get-Mailbox -Identity john@contoso.com
$User.HiddenFromAddressListsEnabled

  3. Set the property value to False by running the following cmdlet:

    Set-Mailbox -Identity john@contoso.com -HiddenFromAddressListsEnabled $false