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 user name. 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
WKU ITS
does not support Personal Microsoft accounts, including those that share a user name with an @wku.edu account. These instructions are provided as a courtesy. If you encounter difficulty working through these steps, please contact
Microsoft Support for further assistance.
If you are prompted to set up a Passkey at any point during this process, click Cancel.
- Verify prompt displays both Work or school account and Personal account options using same WKU email address.
- Navigate to account.microsoft.com within an Incognito/Private/InPrivate tab or web browser that you don't normally use.
- Click Sign in.
- Fill your WKU email address and password. Authenticate if prompted.
- Click Your Info.
- Under Account info, click Edit account info.
- Click Add email.
- Select Add an existing email address as a Microsoft account username.
- Input an existing, valid non-WKU email address.
Note: You cannot use any email that has ever been tied to a Microsoft account previously. If you do not have a valid email to enter, click Create a new email address and add it as a username and create a new @outlook.com username.
- Click Add username.
Note: If you created a new @outlook.com email above, skip to step 17.
- Click Verify.
- Click Send email.
- In a new tab/window, check email inbox of newly-added account for an email titled Confirm your email address for your Microsoft account.
- Click link beneath If you added this email address as an alias, use this link to verify.
- You will be prompted to sign in again. Sign in using your WKU account as the username.
- Complete authentication by clicking Send Code and enter the code sent to your WKU email.
- You should arrive at the Manage how you sign in to your account page.
- Click Make primary next to the newly-added email.
- Click Yes.
Note: You may receive an error message indicating that the process failed. Refresh page and try again, refreshing after each attempt, until your newly-added email appears as (primary).
- Your newly-entered email should appear as (primary).
- Click Remove next to your WKU email.
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.