Trying to verify my info

angel cortes 0 Reputation points
2026-11-14T22:22:48.36+00:00

It says

We couldn’t verify your profile because your documents have been submitted on another profile. If you have any questions, please contact the support email of the company you are verifying for ******@outlook.com

Outlook | Web | Outlook.com | Account management, security, and privacy
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  1. Chloe-V 15,330 Reputation points Microsoft External Staff Moderator
    2026-11-15T06:43:20.9366667+00:00

    Hi @angel cortes

    The @outlook.com address shown in the message is only an email address and does not necessarily mean that Microsoft manages this verification process.

    The error suggests that the identification documents may already be associated with another account on the platform you are trying to verify. Only that platform’s verification team can review or remove the existing association. Please contact the company directly through the official Help or Support page on its website or app, rather than sending identification documents to the displayed address until you have confirmed that it is legitimate.

    Could you clarify which website or app you were using when this message appeared?

    Note: Please follow the steps in our documentation to enable e-mail notifications if you want to receive the related email notification for this thread.  

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  2. AI answer

    2026-11-14T22:24:13.89+00:00

    Contact Cool Spins through the support page reached directly from its official website or app, because this is a Cool Spins identity/age-verification issue—not an Outlook.com profile-verification process.

    What to do

    1. Do not upload your identity documents again yet. Duplicate uploads could expose more personal information without removing the existing profile association.
    2. Open Cool Spins independently.
      • Type the service’s known website address yourself or use its official app.
      • Do not follow a link from the message or rely solely on the displayed @outlook.com address.
      • Locate Help, Support, or Contact us from within the service.
    3. Ask support to review the duplicate-profile flag. Include only:
      • Your Cool Spins username or registered email address.
      • The exact error message.
      • The approximate date and time of the verification attempt.
      • Whether you previously created another Cool Spins profile.
      Ask them to identify the other profile through their internal review and either restore the original profile or correct an incorrect document association. Do not post your ID, date of birth, document number, or account details here.
    4. Verify any request for documents before responding. Microsoft recommends independently contacting the business through a known channel when a message requesting personal information may be suspicious. Check the real destination of links before opening them and avoid sending sensitive information through ordinary email or an unknown website.^1^

    Microsoft Support cannot remove this flag because Outlook.com is only the email service associated with the address shown; Cool Spins controls the profile and its identity-verification records.

    Suggested support message

    My identity/age verification displays: “We couldn’t verify your profile because your documents have been submitted on another profile.”

    Please review whether my documents were associated with an older or incorrect Cool Spins profile. Let me know how I can securely prove account ownership and resolve the duplicate-profile flag. Please provide any document-upload request through your official secure verification portal rather than email.

    If the message or support address looks suspicious

    • Do not reply, upload documents, or open attachments.
    • In Outlook.com, select the message and choose Report → Report phishing. Microsoft documents this as the fastest way to report and remove a suspicious message.^1^
    • If the verification page itself appears fraudulent, in Microsoft Edge select … → Help and feedback → Report unsafe site.^1^
    • If you entered an Outlook/Microsoft password on that page, immediately change that password and review the Microsoft account’s recent activity. Outlook.com provides recent sign-ins and security challenges on its recent activity page.^2^
    • If you submitted identity documents to a site that you now believe was fraudulent, preserve screenshots and contact the document issuer or appropriate identity-fraud service for guidance.

    References

    1. Protect yourself from phishing
    2. Help protect your Outlook.com email account | Microsoft Support
    AI-generated content may be incorrect. Read our transparency notes for more information.

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