Edit

The Outlook email address should be the same as the Dynamics 365 apps email address

  • Article

You’re seeing the following error message:

“To track emails and perform synchronization, your Outlook email address should be the same as your email address in Microsoft Dynamics 365 apps.”

This message is common when you have multiple Office Outlook email addresses or have access to more than one Customer Engagement organization. For example, your company may use multiple Customer Engagement organizations for testing or upgrade purposes.

You may also see this error message if you are configuring Microsoft Dynamics 365 for Outlook, but you don’t have an Outlook email address, or you haven’t set the primary email address field in Customer Engagement.

To fix this, start by finding the primary Outlook email address:

Find the primary Outlook email address

  1. In Outlook, choose File.

  2. Under Account Information, choose Account Settings, and then select Account Settings from the list.

    In the Account Settings dialog box, you’ll see a check mark next to the primary email address. Make a note of the exact address.

    Important

    You must use the exact email address that you see in the Account Settings dialog box. For example, the following email addresses are not equivalent:

    nanderson@contoso.com

    nancy.anderson@contoso.com

    Then, pick one of the following methods.

Change the email address in Dynamics 365 apps to match the Outlook address

  1. Make sure that you have the System Administrator or System Customizer security role or equivalent permissions.

    Check your security role

    1. Follow the steps in View your user profile.

    2. Don’t have the correct permissions? Contact your system administrator.

  2. Go to Settings > Security.

  3. Choose Users.

  4. Under Enabled Users, choose a user.

  5. In the Primary Email field, enter the Outlook email address. Make sure you use the primary Outlook email address. Most people have just one Outlook email address. This should probably be a company email address and not a personal email address.

  6. Save the changes.

Change the email address in Outlook to match the address in Dynamics 365 apps

  1. In Outlook, choose the File menu.

  2. Under Account Information, choose Add Account, and then enter the account information.

  3. Restart Outlook.

    You’ll need to set the new email account to be the default account.

  4. In Outlook, choose the File menu.

  5. Under Account Information, choose Account Settings > Account Settings…

  6. Select the new account, and then choose Set as Default.

  7. Choose Close.