access to accounts

Question

access to accounts

Jan KETELAER 0

I have two accounts: an old work account and a family account, both using the same email address, but with my name written in uppercase on the family account and in lowercase on the work account. I keep receiving error 3399614466 / 7q6cl. I use Exchange for my Outlook account. What should I do to delete the old work account?

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2 answers

Your answer

Answer 1

Dear Jan KETELAER,

To narrow this down, could you clarify:

Is the email address a company/business domain or an Outlook.com/Hotmail.com address?
Where do you see error 3399614466 / 7q6cl: Outlook desktop, Outlook on the web, Microsoft 365 sign-in, or another application?
Are you still able to sign in to the old work account?

In the meantime, you can try the following:

1/Confirm which account type is causing the issue

Sign out of all Microsoft services.

Open an InPrivate/Incognito browser window.

Go to Outlook on the web and sign in.

When prompted, choose either Work or school account or Personal account and note which one generates the error.

2/Remove cached work account credentials

In Windows, go to Settings > Accounts > Access work or school.
If the old work account appears, select it and choose Disconnect.
Open Credential Manager and remove any old Microsoft 365, Office, Outlook, or Exchange credentials related to that account.
Restart the computer and try again.

I hope it helps. If not, please provide some more information as my previous questions so I can support you more effectively.

Looking forward to your update.

Answer 2

The old work account cannot be deleted from the personal Microsoft account side, and the two accounts cannot be merged.

What can be done:

Rename the personal Microsoft account so it no longer uses the same email address.
- Go to the Manage how you sign in section of the Microsoft account.
- Set a different existing address as primary, or add a new alias and make it primary.
- This removes the sign-in conflict that causes the “Which account do you want to use?” prompt.
Ask the organization that owns the old work account to remove or disable that work or school account.
- Work or school accounts are created and managed by an organization administrator.
- If the old work account still exists, only that organization can remove it on their side.
Remove the old account from Outlook on Windows if it is still added there.
- In new Outlook: View tab > View settings > Accounts > Your accounts.
- Find the old account, select Manage, then Remove.
- This removes the account from Outlook only; it does not delete the account itself.
- Any offline cached content for that account will be deleted when it is removed.
If Outlook is sending or mapping mail to the wrong account because multiple accounts are in the same profile, remove and then re-add the secondary account.
- Open Control Panel > search for mail > Mail > E-mail Accounts.
- Select the secondary account and choose Remove.
- Close Outlook.
- Go back to Mail > E-mail Accounts > New and add the account again.
- Send a test message to confirm the account is now set up correctly.
If Outlook setup fails because the same email address is also used by another provider account, an Exchange admin can create a new Microsoft 365 alias and use that alias during Outlook setup.

The uppercase/lowercase difference in the address does not change the fact that both accounts are using the same email address. The supported fix is to separate the sign-in identities by changing the personal account alias, and have the old organization remove the work account if it is no longer needed.