Unable to access planner documents after an email address change

Question

Unable to access planner documents after an email address change

Miroma F 0

After an email domain change, one of our team members can no longer see any items in the planner. Is there any way to recover this?

Kind regards.

1 answer

Your answer

Answer 1

Alina-Le 1,040 Microsoft External Staff Moderator

Good day @Miroma F

Welcome to Q&A forum!

In your case, when an email domain changes (e.g., from @oldcompany.com to @newcompany.com), Microsoft 365 treats the user as a new identity unless the change is handled carefully. This can cause issues like:

Loss of access to Planner plans.
Tasks and assignments not showing up.
Memberships in Microsoft 365 Groups (which Planner depends on) being broken.

Here are some steps for you to recover access to Planner:

Check if you are still part of the Microsoft 365 Group

Planner is tied to Microsoft 365 Groups. If the domain change removed the user from the group, they won’t see any plans.

Go to Microsoft 365 Admin Center
In the left menu, click Teams & Groups -> Teams & Microsoft 365 groups.
Search for the group name that owns the Planner plan.
Click the group, then go to the Members tab.
Check if the user’s new email address is listed.
If not, click Add members and re-add them using the new domain email.

If you're not an admin, you may need help from your IT team for this step. User's image

User's image

2. Verify the user’s identity in Micosoft Entra admin center

Sometimes, the domain change creates a new user profile, and the old one still owns the Planner tasks.

Go to Micosoft Entra admin center:
Search for the user by name or email.
Check if there are two profiles — one with the old domain and one with the new.
If yes, the Planner plan may still be linked to the old profile.

User's image

If you find two profiles, ask your admin to reassign tasks or merge the identities

3. Check Planner directly

Go to My Task and sign in with their new email.
Try accessing the plan via a direct link (if available).
If they get a “You don’t have access” message, it confirms a group membership issue.

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

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Alina-Le 1,040 Reputation points Microsoft External Staff Moderator

2025-08-01T12:25:11.1766667+00:00

Have a good day @Miroma F

I'm just checking to see if you had trouble following my answer.

If you think my answer is helpful to you, please click "Accept Answer" and kindly upvote it. This helps highlight the response at the top, making it easier for others in the community to quickly find the information they need.

If anything is unclear, please let me know. I'm happy to take another look at it and make sure it better fits your situation.

Any update is appreciated!
Alina-Le 1,040 Reputation points Microsoft External Staff Moderator

2025-08-02T14:42:26.88+00:00

Good day @Miroma F

Just wanted to check in and see how things are going with your issue.

Hope things are running smoothly now. If you're still having trouble or stuck somewhere, feel free to drop a few details, I am always happy to help you.

In the meantime, I’ll be helping others on the forum, but if you need a faster reply, just tag me in your message and I’ll jump in directly.

If my information is helpful to you, it will mean a lot if you could click "Accept Answer" and kindly upvote it. The response will be highlighted at the top, making it easier for others in our forum to quickly locate the information they’re looking for.

Be safe and happy,
Miroma F 0 Reputation points

2025-08-05T14:31:39+00:00

Hey Alina,

Unfortunately we do have access to Planner itself, however the previous items within Planner have completely disappeared. I'm wondering if there may be some storage within 365 that we may be able to retrieve these files from.

We don't have any previous links to try and open.

Kind regards,
**Remove PII
Alina-Le 1,040 Reputation points Microsoft External Staff Moderator

2025-08-06T12:59:40.9833333+00:00
Good day @Miroma F

Thank you for your update.

Let me clarify your issue further: after your team member’s email domain was changed, they lost access to all items in Microsoft Planner. This usually happens because Microsoft 365 treats the new email as a completely new user, and any tasks or plans linked to the old email may no longer be visible. This means:

You may lose access to content (like Planner tasks) that was tied to their old email address.

Planner doesn’t automatically transfer ownership or task assignments to the new identity.

In the previous answer, I provided some steps to recover Planner access after your email was changed. May I confirm if you have asked your IT admin to perform these steps?

If you’ve already asked your admin to try the steps above and the issue still isn’t resolved, please feel free to reach out to me again. I’ll be happy to explore other solutions to support you.

To assist you further, may I confirm a few details to ensure we’re on the same page:

Do you have admin access to Microsoft 365?

Was the email address change applied only to one user, or was it part of a broader domain change affecting multiple users or groups?

Can you confirm whether the Microsoft 365 Group associated with the Planner plan still exists, or was it renamed or deleted during the change?

Do other team members still have access to the same Planner plan, or is it missing for everyone?

Was the affected user removed and re-added to the group after the email/domain change?

Looking forward to hearing from you!
Miroma F 0 Reputation points

2025-08-07T10:44:19.4766667+00:00

Hey Alina,

Yes I have tried the above for my user. Unfortunately while he can access Planner, none of the previous items are showing, it's like a completely blank seup for planner.

To answer your questions:

I do have admin access,
The email domain change was across the board,
I can see a planner board, however it's possible this is new, as I see it has the new domain. It's also possible it was renamed.
As far as I am aware, the issue is only affecting the one user.
The user was removed & re-added to the planner group after the change.

It sounds from the above that we may have no access to the old items. Are you able to confirm this for me?

Kind regards.
Alina-Le 1,040 Reputation points Microsoft External Staff Moderator

2025-08-07T15:27:26.22+00:00
Hi @Miroma F

Thank you for your update. Here are additional steps that you can check:

Search for the Original Planner Plan

Go to Planner Hub at https://tasks.office.com.

Look under All Plans.

See if any plans exist that match the old group name or were created before the domain change.

Check Microsoft 365 Group Membership History

If the group still exists:

Go to Microsoft 365 Admin Center -> Teams & Groups.

Find the group tied to the Planner board.

Check if the group has historical members or if it was recreated.

Use Microsoft Entra Admin Center to Compare Object IDs

Go to Microsoft Entra Admin Center.

Search for the user’s old and new identities.

Compare their Object IDs.

If they’re different, Planner treats them as separate users.

Use Microsoft 365 Compliance Center (Since You’re an Admin)

Go to compliance.microsoft.com

Use Content Search to look for Planner-related content or group names.

This may help locate orphaned plans or attachments.

If the issue still persists, please feel free to reach out to me again. I will try my best to investigate this issue with you again.
Miroma F 0 Reputation points

2025-08-08T11:45:54.4733333+00:00

Hey Alina,

Thanks for the support here. Unfortunately we cannot see any items at all regarding planner.

I will let the user know that the items are not available.

Kind regards.
Alina-Le 1,040 Reputation points Microsoft External Staff Moderator

2025-08-08T13:59:01.73+00:00

Hi @Miroma F

Thank you for your understanding and patience during the troubleshooting process.

In the meantime, I’ll be assisting others on the forum, but if you need a quicker response, just tag me in your message and I’ll jump in right away.

Besides, If I discover any alternative solutions for this case, I will try to return to assist you.

Stay safe & happy!

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Unable to access planner documents after an email address change

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