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Outlook on Windows 10/11

Choose classic Outlook or new Outlook below. Use your new address whenever Microsoft asks you to sign in.

Classic Outlook

Already set up: “Need Password” or repeated prompts

Try these in order. Stop once mail works.

  1. Close Outlook.
  2. Open Outlook again.
  3. If asked, sign in with your new address.

If it fills in the old address, choose Use another account or replace the address.

Still asking?

  1. Open File.
  2. Choose Office Account.
  3. Click Sign out.
  4. Close Outlook.
  5. Open Outlook again.
  6. Click Sign in to use your new address.
Screenshot coming: Office Account sign-out
Sign back in using your new address.

If prompts still repeat

  1. Open Start.
  2. Search for Credential Manager.
  3. Open Credential Manager.
  4. Choose Windows Credentials.
  5. Expand an entry starting with MicrosoftOffice or containing valuelightinginc.
  6. Click Remove for that entry.
  7. Repeat only for entries matching those names.
  8. Restart your PC.
  9. Open Outlook.
  10. Sign in with your new address.
Screenshot coming: matching saved Office sign-in entry
Remove only entries matching the names above.

If it still asks, contact IT.

Set up classic Outlook from scratch
  1. Open Outlook.
  2. At Add an account, enter your new address.
  3. Click Connect.
  4. Enter your usual password.
  5. Approve the sign-in on your phone.
  6. Click Done.
Screenshot coming: classic Outlook Add an account
Use your new address for setup.
My folder list or account still shows my old address

The folder name can stay as a label. Leave it alone if mail works.

  1. For the name under Office Account, follow the sign-out and sign-in steps.
Outlook won't open or reports a profile error

Contact IT. A new Outlook profile may be needed; IT will help keep the old one as a fallback.

The address book still has old addresses

You can wait until Tuesday for it to update, or refresh it now:

  1. Open the Send / Receive tab.
  2. Choose Send/Receive Groups.
  3. Click Download Address Book.
  4. Click OK.
Screenshot coming: Download Address Book
Mail to the old addresses still arrives.

New Outlook

Already set up, now broken
  1. Close new Outlook.
  2. Open it again.
  3. If asked, sign in with your new address.

If that doesn't help:

  1. Open Settings (the gear).
  2. Choose Accounts.
  3. Choose Email accounts.
  4. Find your old work account.
  5. Click Manage.
  6. Click Remove.
  7. Add it again with your new address.
Screenshot coming: new Outlook Manage account
Remove the old work account, then add it again.
Set up new Outlook from scratch
  1. Open new Outlook.
  2. Choose Add account.
  3. Enter your new address.
  4. Click Continue.
  5. Sign in with your usual password.
Screenshot coming: new Outlook Add account
Use your new address.

Other Outlook questions

Outlook asked me to sign in once

Some people see a sign-in prompt after the change.

  1. Sign in with your new address and usual password.
A message says Outlook must restart

Some people see this after an address change.

  1. Click OK.
  2. Reopen Outlook.
My shared mailbox shows the old name

The label may take time to update.

  1. Close Outlook.
  2. Open Outlook again.

If the shared mailbox has vanished, contact IT.