Obsolete account on my live account causing problems

This usually happens because the same email address exists as both a personal Microsoft account and a work or school account, or because an old alias/security contact is still attached to the Microsoft account.

Try these checks and fixes:

1. Check account aliases and sign-in settings
   • Go to Your info and open Manage how you sign in to Microsoft.
   • Look for outdated email addresses under Account aliases.
   • If an old address is still there, add the correct personal email if needed, set it as primary, and remove the obsolete one.
2. Check security verification methods
   • Verification codes can be sent only to the primary alias or to another email added as a way to verify sign in.
   • If sign-in or verification is still trying to use the obsolete address, update the security/contact information tied to sign-in verification.
3. If the sign-in page shows “Which account do you want to use?”
   • That means Microsoft has both a personal account and a work or school account using the same email address.
   • To stop that prompt, rename the personal Microsoft account by changing its primary alias in Manage how you sign in.
   • If the work or school account was created by an organization with the same domain, that organization may also need to remove the conflicting entry from its email lists.
4. If the old address is being used for verification and access is blocked
   • Use the Sign-in Helper to identify the account issue and get the correct recovery path.
   • If the username is no longer recognized, or the account says it does not exist, use the recovery flow or contact support through the provided support path.
5. If this is a school account password issue
   • For a work, school, or Entra ID password, contact the school IT admin or use the work or school password reset option.

If the problem is specifically that the obsolete address appears in billing/shipping but not in the basic profile, the likely places to fix it are Manage how you sign in to Microsoft and the account security verification methods, not billing settings.

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