Removing a WKU Email Address from a Personal Microsoft Account

Issue/Question

When attempting to reset a password or sign in, Microsoft displays:

It looks like this email is used with more than one account from Microsoft. Which one do you want to use?

The prompt may include both Work or school account and Personal account options using the same WKU email address.

Environment

• Microsoft account 
• Personal Microsoft account, including Outlook.com, Xbox, or Windows sign-in

Cause

Personal Microsoft accounts could previously be created using a WKU email address as the username. Although this is no longer allowed, accounts created before the change still exist. Microsoft displays both account types because it cannot determine whether the sign-in is intended for the WKU work or school account or the personal account.

Resolution

1. Verify the prompt displays both Work or school account and Personal account options using the same WKU email address.
2. Click Rename your personal Microsoft account.
3. On the Manage your account username page, click Change next to the WKU email address.
4. On the Change your primary username page, select Create a new email address or Add an existing email address.
5. If creating a new address, enter the desired username. The new address will end in @outlook.com. If adding an existing address, enter a personal email address you already own.
6. Click Next.
7. Review the confirmation box.
8. Click Yes, change to confirm.
9. Verify the account username page lists the new personal email address as the primary username.

After this change, sign in to the personal Microsoft account using the new username instead of the WKU email address. The personal Microsoft account will no longer send or receive mail at the WKU email address through Outlook.com. Existing messages in the inbox are not deleted.

If you need assistance, please contact the ITS Service Desk or submit a service request by clicking the Request Service button.