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!

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Date Name Comments
Sep 27th Lucy J Speedy support from Lochie, and all sorted. Thank you.
Sep 22nd Gervaise C Great support and so quick to respond - thanks
Sep 21st Berkshire - As always, Michael was very polite, helpful and efficient.
Sep 20th Mark H As always,, Ben is on time with his calls, polite and has the patience of a saint ... THANK YOU
Sep 20th Khalid great help and appreciate jumping on to resolve this issue very quickly.
Sep 16th Clint C Oustanding service as always, very thorough in following up with what was discussed and additionally very helpful insight into possible new hardware purchases in the future. Many thanks.
Sep 14th Jon T Thanks for the last-minute assistance, much appreciated.
Sep 14th Yvonne C Hi Dean Thanks again for your prompt and valuable assistance. Yvonne
Sep 14th Lynsey B Wonderful service!
Sep 12th Bill S First class assistance !!