Active User Issues

IniobongNkanga-8038 931

Hello

Please i need your help on this issue.

I am having an issue with adding a user in our organizations Office 365 business standard account. The user name todd@aspiresZZZZZ was the account admin. I recently switched account admin to adam@technologiesZZZZZ.

Afterwards I discovered Adam was sharing the same outlook email as Todd.

Furthermore, I did not see Todd user sign in info in the admin organization screen.

When I try to add user I get a message that states "The user name is already being used by an active user (ADMIN (adam@technologiesZZZZZ)). Please use a different user name."

I'm presently unable to retrieve email from todd@aspiresZZZZZ please help me resolve this issue.

1 answer

Jenne Li-MSFT 1,080 Reputation points Microsoft Vendor

2025-01-08T06:40:27.76+00:00
Hi @IniobongNkanga-8038，

Thanks for posting your question in the Microsoft Q&A forum.

According to your description, you have switched account administrators in Office 365 and are currently unable to retrieve emails from todd@aspiresZZZZZ. To more accurately identify the cause, can you provide the following information:

If you try to add other users, do you receive the same error?

Can you see the todd@aspiresZZZZZ user in the Active Users page in the Microsoft 365 Admin Center and check the user settings.

Select Mail flow > Rules to see if a rule is set to redirect todd@aspiresZZZZZ's emails.

Are your administrator permissions the same?

If you have any questions, please feel free to contact me. If the answer is helpful, please click "Accept Answer" because it can help other members of the Microsoft Q&A community who have encountered similar problems and are looking for solutions. Thank you.

Best,

Jeanne
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BANDELA Siri Chandana 1,085 Reputation points Microsoft Vendor

2025-01-08T10:06:15.6266667+00:00

Hi @IniobongNkanga-8038

Thank you for posting your query on Microsoft Q&A.

I understand that Todd and Adam seem to be sharing the same Outlook email, and encountering error "The username is already being used by an active user (ADMIN (adam@technologiesZZZZZ)). Please use a different username.

If you want to retrieve email from todd@aspiresZZZZZ.Go to the Admin Center, go to Users > Deleted Users, and check if Todd’s account is listed there. If it is, you can restore it.

It's possible that todd@aspiresZZZZZ is an alias of adam@technologiesZZZZZ. An alias allows multiple email addresses to point to the same mailbox.

Run the following cmdlet:

get-mailbox| where {$_.EmailAddresses -match "user name"} | ft Name, RecipientType, EmailAddresses

Based on the results that you receive after you run the cmdlet, update or delete the existing email address.

Follow the document for more information: https://zcusa.951200.xyz/en-us/microsoft-365/troubleshoot/authentication/office-365-user-with-name-already-exists

Hope this helps. Do let us know if you have any further queries.

Thanks,

B. Siri Chandana.

BANDELA Siri Chandana 1,085 Reputation points Microsoft Vendor

2025-01-09T01:38:32.3966667+00:00

Hi @IniobongNkanga-8038

Just checking in to see if above information was helpful. If you have any further updates on this issue, please feel free to post back.

BANDELA Siri Chandana 1,085 Reputation points Microsoft Vendor

2025-01-10T05:00:36.6666667+00:00

Hi @IniobongNkanga-8038

Just checking in to see if above information was helpful. If you have any further updates on this issue, please feel free to post back.

IniobongNkanga-8038 931 Reputation points

2025-01-10T09:33:17.9666667+00:00

Hello Jenne Li-MSFT

Thank you for your reply.

For your review I have attached screenshots for your review.

All todd@aspiresZZZZ incoming email arrives in the adam@technologiesZZZZZ mailbox.

When testing, I noticed the incoming email does not arrive into the other inbox until an hour or later after.

See screenshot, Adams email is ADMIN

Here is the error message we receive when trying to add Todd's account?

We have tried recovering Todd's account using the account recovery options available in the Microsoft 365 Admin Center? There is no account to recover. I also checked to make sure the account was not deleted.

Jenne Li-MSFT 1,080 Reputation points Microsoft Vendor

2025-01-14T06:58:39.99+00:00

Hi @IniobongNkanga-8038，

Thanks for your reply. Is your adam@technologiesZZZZZ an alias? You can try to check whether the username is used by running the command get-mailbox| where {$_.EmailAddresses -match "user name"} | ft Name, RecipientType, EmailAddresses. Or try using another username.

If you have any questions, please feel free to contact me. If the answer is helpful, please click "Accept Answer" because it can help other members of the Microsoft Q&A community who have encountered similar problems and are looking for solutions. Thank you.

Best,

Jeanne
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