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why does microsoft keep using an old email address?

Darlene Miller 0 Reputation points
2025-07-26T19:35:46.03+00:00

I use an iMac with Microsoft 365.

Last year Microsoft ruined Mail on my iMac desktop when Microsoft made changes with their updates.

This year I still have issues with Microsoft 365 still using an old email address even though I have updated my information with you. My subscription never was fixed even after repeated communication to resolve this issue.

My email is still a problem with Outlook and is a burden. I need 101 step by step direction to solve this issue. Mail is not getting new email per the new rules Microsoft made last year. I see files in something called Exchange in the Safari part of my computer.

I only use Microsoft Outlook from my Outlook app.

Please please help. Microsoft has made their software so difficult.

Outlook | MacOS | New Outlook for Mac | For home
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  1. Sin-D 1,445 Reputation points Microsoft External Staff Moderator
    2025-07-27T00:42:27.04+00:00

    Dear Darlene,

    Thank you for reaching out to Microsoft Q&A forum. I understand how frustrating this must be, especially after trying to resolve it multiple times. I’m here to walk you through a clear, step-by-step solution to get your email working properly again:

    1, Remove the Old Email Account

    1. Open Outlook on your iMac.
    2. Go to Outlook > Settings > Accounts or Tools > Accounts.
    3. Select the outdated email account and click “–” to remove it.

    2, Add Your Updated Microsoft 365 Account

    1. In the same Accounts window, click “+” to add a new account.
    2. Enter your updated Microsoft 365 email address.
    3. Outlook should automatically detect the correct settings. If prompted:
      • Email Type: Exchange
      • Server: outlook.office365.com
        • Method: Use Microsoft 365 login

    3, Check for Updates

    1. In Outlook, go to Help > Check for Updates.
    2. Install any available updates to ensure compatibility with macOS.

    4, Sign In via Web (Optional)

    If you see files in Safari under Exchange, you’re likely accessing Outlook Web Access (OWA):

    If the issue persists, please let me know. I’ll be happy to guide you further or escalate the issue if needed.

    If the answer is helpful, please click "Accept Answer" and kindly upvote it. If you have extra questions about this answer, please click "Comment". 

    Note: Please follow the steps in our documentation to enable e-mail notifications if you want to receive the related email notification for this thread. 

    Best regards,

    Sin Dau | Microsoft Q&A Support Specialist

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