Will not allow me to change primary address

To change the primary email address (primary alias) on a Microsoft account and work around issues where the page appears blank or loops back, follow these steps and checks:

1. Confirm how to change the primary alias
   1. Go to Manage how you sign in to your account: https://go.microsoft.com/fwlink/p/?linkid=842796.
   2. Sign in with the Microsoft account that currently has the primary address you want to change.
   3. Under Account aliases or Account username, locate the email address you want to make primary.
   4. Select Make primary next to that address.
   Notes from the service behavior:
   • The new primary alias cannot be an email address that is associated with a work or school account.
   • If you are trying to remove the current primary alias, a different alias must first be set as primary before removal is allowed.
2. If the primary alias change appears to fail or loops back If the site returns to the same page after entering a verification code or appears blank:
   1. Try an InPrivate/Incognito window or a different browser to rule out cached data or extensions.
   2. Clear browser cache/cookies, then sign in again at https://go.microsoft.com/fwlink/p/?linkid=842796 and repeat the Make primary step.
   3. Try a different device or network (for example, a mobile network instead of home Wi‑Fi) in case of local connectivity or filtering issues.
3. If the alias being chosen is not accepted
   • Ensure the alias is not already associated with another Microsoft account. Existing @hotmail.com, @live.com, @outlook.com, and @msn.com addresses cannot be reused as aliases on a different account.
   • If the address is from a work or school domain, it cannot be set as the primary alias.
4. If the goal is to add a new alias first If there is only one alias or the desired primary address is not yet on the account:
   1. Sign in to the Microsoft account website: https://go.microsoft.com/fwlink/p/?LinkID=71369.
   2. Go to Your info → Manage how you sign in to Microsoft.
   3. Select Add email.
   4. Either create a new Outlook.com address or add an existing email address that is not already tied to another Microsoft account.
   5. Complete any verification steps, then select Make primary next to the new alias.
5. If verification codes are not working
   • If verification codes are not arriving or are rejected, see the guidance in Microsoft account security info & verification codes and Troubleshoot Microsoft verification code issues. If codes still cannot be received, another verification method (phone, alternate email) may be required, or it may be necessary to wait until access to the listed phone/email is available.
6. When the account page is blank and support is needed
   • If account.microsoft.com consistently shows a blank page even in a different browser or device, use the Sign-in helper or Contact Microsoft Support flow described in the verification-code troubleshooting article to reach support:
     • Use the Sign-in helper if sign-in itself is problematic.
     • For technical support, go to Contact Microsoft Support, enter the problem, select Get Help, then choose Contact Support to be routed to a support option. Support agents cannot change account details or send verification codes but can help troubleshoot access and browser issues.

If none of the above steps work, document which browser, device, and exact step fails (for example, “after entering code, page reloads with no change”) and provide that detail when contacting Microsoft Support so they can narrow down whether it is an account issue or a browser/session problem.

References:

• Add or remove an email alias in Outlook.com
• Change the email address or phone number for your Microsoft account
• How to change your Microsoft account name or address
• "Something went wrong" with error ADDriverStoreAccessNonLocalException
• Troubleshoot Microsoft verification code issues