Incorrect Microsoft Teams Email Address in Microsoft 365
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Incorrect Chat / Microsoft Teams Email Address in Microsoft 365 Contact Profile


Have you experienced an incorrect email address being assigned to your Microsoft 365 profile? One of our Southampton IT support clients contacted us recently with this exact query.

When you searched for the contact in Outlook Web Access (https://outlook.office.com), in the People view, the contact in question had an incorrect “Chat” name showing in their contact card. Their primary email address was correct, but the Chat address was wrong.

It would appear that the Chat field for a Microsoft 365 contact affects how they appear in Microsoft Teams.

In this case we had (as an example) john.smith@… whereas the person’s real name was john.small@…

Clearly this must have been a clerical error. We suspect the user was mistakenly added to Microsoft 365, when they were a new employee, using the wrong surname. It was subsequently fixed very quickly. But not before the 365 platform had registered the incorrect name against the “Chat” address of their contact card.

You may notice, if you have the same issue, that the Chat field is not editable anywhere obvious within the main Microsoft 365 Admin portal, nor the People section of Outlook. You can’t edit it in Azure Active Directory, either. Nor can you edit from the Microsoft Teams admin portal. So how do you change the Microsoft 365 user’s Chat address?

How to fix your Microsoft Teams email address

The option to change your Microsoft Teams email address is in fact buried deep within the Exchange Admin Console.

  1. You need to open the Exchange Admin Console from the Microsoft Admin portal (https://admin.microsoft.com). Microsoft 365 admin center. User management.
  2. Then navigate to Recipients > Mailboxes. Microsoft 365 admin center. Recipients.
  3. Double click the affected user.
  4. Click the Email Addresses tab in the pop-up settings window for that user’s mailbox. Microsoft 365 admin center. Email address.

You will note the incorrect address is registered as a SIP address for that user. SIP is a protocol related to all things VOIP / internet calling / video conferencing. The SMTP (email) address may well be correct. However you will need to remove and re-add (or edit) the SIP address to match exactly the user’s primary email address. Then allow 24-48 hours for the change to be reflected throughout the 365 platform.

Problem solved!

Real-Time Feedback

When we solve a support ticket, clients are given the choice of leaving good or bad feedback along with an optional comment. We post the 10 most recent comments here automatically and in real-time. You can view even more on our page.

Date Name Comments
Sep 29th Hashmita P Very helpful and got my issue resolved swiftly. thank you!
Sep 29th Suzanne G Thanks for your help, Michael
Sep 22nd Amanda H Thanks, Lochie. Prompt effective treatment of annoying problem as usual!
Sep 20th Lynn H great service as always. many thanks
Sep 14th Longcroft O Thanks so much Jack, all sorted.
Sep 14th Longcroft O Fantastic as usual, thank you Lochie.
Sep 14th Amanda H I hope the problem is solved. Sorry not to have been able to find another example of what went wrong. Definitely I can now get at the word document I was being blocked from. So, thanks for your prompt effective treatment!
Sep 13th Nigel B Very practical and quick advice that made resolving the issue very efficient
Sep 6th Alexandra O Very quick and solved the problem easily, thank you Jack.
Sep 5th Chris S another one solved....