Forum Discussion
Forgotten email password request being seen coming from a different email account
When at http://account.microsoft.com/ to reset a forgotten password for a Microsoft Exchange account with a registered domain email account the code being sent is being seen as a forgotten password reset request for my http://hotmail.com/ email address.
Why is that and how can I have my forgotten password request be seen coming from my domain email account?
5 Replies
This usually happens when both your custom domain email and Hotmail/Outlook email are linked as aliases in the same Microsoft account. The password reset message is likely being routed to your primary alias (Hotmail) instead of the domain email.
You can check your account “alias” and “sign-in settings” to confirm which email is set as primary for recovery and verification.
That usually happens when the recovery or forwarding email linked to the account is different from the primary login address. In some cases, it can also be triggered by synced devices or security settings. I’d recommend checking the account recovery options and recent login activity to make sure nothing unauthorized was added.
Thank you lyverasolen I noticed that my account at x.com primary email account username was my hotmail email account. I made my email account at x.com my primary email account username. After doing that I received the attached message.
Is it normal now not to be able to access my primary email account? When I sign onto my primary email account it takes me to my hotmail email account.
Should I be able to access my primary account within 24 to 48 hours?
This is normal. Changing the primary alias just changes the name with which you sign in, it does not generate a second account. You are still accessing your same Microsoft account, so seeing the Hotmail account on there is to be expected. Allow 24-48 hours for changes to propagate across all Microsoft services.
This often happens as the domain email has been set up as a recovery or alias account on your Hotmail/Microsoft account.
Ensure that you are resetting the correct account, this may be an Microsoft Exchange work/domain account which has to be reset via your email admin/provider.
