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
Jul 18th Steve M The lady who answered the phone for my initial enquiry was very friendly & helpful. My request was turned around quickly & Lochie sent me over exactly what I needed. Very happy customer!
Jun 27th Carmen H Excellent thanks!
Jun 25th Jack T Lochie is a legend! Always helpful and resolves issues quickly!
Jun 12th Simon D Great service - got the programme working A+
Jun 10th Helen W Alex was great - sorted all the issues and got me back up and running
Jun 6th Darlene F The support received from Jack today was above and beyond my satisfaction. Great work! Thank you! Have a lovely rest of this day. We appreciate YOU! :-)
Jun 6th Niamh O Thanks for the speedy response/ help
Jun 2nd Bill S I was totally locked out and out of my depth with office 365 and outlook. I tried everything. Dean fixed it, got me up and running, (and on a weekend no less) and I am supremely grateful. Your Toronto staff rules!
May 30th Andy W Awesome, super fast response as it was an urgent requirement, thank you guys
May 29th Mark H As ever a quick response and problem sorted ... thanks Lochie!