This browser is no longer supported.
Upgrade to Microsoft Edge to take advantage of the latest features, security updates, and technical support.
![](data:image/svg+xml, %3Csvg xmlns='http://www.w3.org/2000/svg' height='64' class='font-weight-bold' style='font: 600 30.11764705882353px "SegoeUI", Arial' width='64'%3E%3Ccircle fill='hsl(76.8, 24%, 17%)' cx='32' cy='32' r='32' /%3E%3Ctext x='50%25' y='55%25' dominant-baseline='middle' text-anchor='middle' fill='%23FFF' %3EAA%3C/text%3E%3C/svg%3E)
Unable to Change Existing User’s Username/Primary Email Address in MS365
When logged into the MS365 admin portal as a Global Admin, trying to change an existing user’s username and primary email address, the change fails, and the dialog box shows this error:
An exception of type Microsoft.Online.BOX.Util.Exceptions.InternalException (EXOBadRequest) was thrown
We were able to do this process without issue over the last couple months.
And for clarity, all hosted by Bill Gates. no local AD sync:
MS365 -E3
Exchange
Azure AD - Entra ID
A cloud-based service included in Microsoft 365, delivering scalable messaging and collaboration features with simplified management and automatic updates.
Processes in Microsoft 365 for setting up Office apps, redeeming product keys, and activating licenses.
A cloud-based identity and access management service for securing user authentication and resource access
Locked Question. You can vote on whether it's helpful, but you can't add comments or replies or follow the question.
![](data:image/svg+xml, %3Csvg xmlns='http://www.w3.org/2000/svg' height='64' class='font-weight-bold' style='font: 600 30.11764705882353px "SegoeUI", Arial' width='64'%3E%3Ccircle fill='hsl(128, 8%, 22%)' cx='32' cy='32' r='32' /%3E%3Ctext x='50%25' y='55%25' dominant-baseline='middle' text-anchor='middle' fill='%23FFF' %3EA%3C/text%3E%3C/svg%3E)
Hi @Alan Adkins,
Just checking in to see if the below answer provided by Vasil Michev helped.
If this answer helps you, please mark "Accept Answer" so other users can reference it.
If the answer is any of help to you, please click on ACCEPT ANSWER as it could help other members of the Microsoft Q&A community who have similar questions to reference. It will also help the community grow to help you better in the future!
Thanks for your understanding.
Is the user created in the cloud or synced from AD? If the latter, any changes must be made on-premises.
Other than that, try doing the change via the EAC or PowerShell. If you are getting an error there too (and the user is cloud-created), best open a support case.
thanks for the assist. I am assuming it is a MS issue.
And for clarity, all hosted by Bill Gates. no local AD sync:
MS365 -E3
Exchange
Azure AD - Entra ID
A
![](data:image/svg+xml, %3Csvg xmlns='http://www.w3.org/2000/svg' height='64' class='font-weight-bold' style='font: 600 30.11764705882353px "SegoeUI", Arial' width='64'%3E%3Ccircle fill='hsl(294.40000000000003, 67%, 38%)' cx='32' cy='32' r='32' /%3E%3Ctext x='50%25' y='55%25' dominant-baseline='middle' text-anchor='middle' fill='%23FFF' %3EIH%3C/text%3E%3C/svg%3E)
Solution: I had this issue because I was trying to modify the user email with an alternative domain which I had not completed setting up on Exchange. In my case, I had not entered the new DNS entries with my domain registrar for the email domain I was trying to use. Once I had done that, the error went away.