Personal Microsoft account stuck in “account completion” – verification sent to work account that cannot be verified

I am experiencing a blocking sign-in issue with a personal Microsoft account involving a legacy Skype name that was successfully migrated to Teams and has been working without issue.

Account context (masked):

• Personal Microsoft account (20+ years): s*****@hotmail.com
• Legacy Skype name: s****.****
• Work account (Entra ID / Azure AD): s*****@c*****.com

Important clarification (to avoid misclassification)

The Skype account was successfully migrated to Microsoft Teams when Skype was retired.

I have been using the Teams identity continuously and without any issues since the migration.

• No access problems
• No sign‑in issues
• No recovery actions needed
• Teams usage worked normally up until Tuesday

This is not a Skype → Teams migration failure and not a post‑migration issue.

What changed

On Tuesday, while attempting to access a third‑party service using Microsoft sign‑in, the account context appears to have become mixed between:

• the existing personal Microsoft account, and
• the work (Entra ID) account

After that point, the personal account sign‑in stopped completing.

Current problem

When signing in using the legacy Skype name / personal account:

• The correct password is accepted
• Earlier security codes may be delivered to the Hotmail address
• The flow then enters ACCOUNT COMPLETION / EMAIL CONFIRMATION
• The system attempts to verify the work email (@c*****.com) as the owner of a personal Microsoft account

This verification never succeeds:

• The work email is an Entra ID (work/school) account
• No verification email is delivered
• The sign‑in is permanently blocked at this step

Observed symptoms

• ✅ Correct credentials accepted
• ✅ Hotmail alias is primary and valid
• ❌ Final “Confirm your email” step always targets the work account
• ❌ Alias management cannot change this (“reserved domain”)
• ❌ UI-based recovery and support flows are unavailable

This is not a password, alias, or recovery issue.

Conclusion

The account appears to be stuck in an incorrect or incomplete consumer identity binding, triggered during a third‑party sign‑in, despite the Skype → Teams migration having been completed long ago and functioning correctly.

Question

How can an account completion lock or incorrect consumer identity binding be cleared at the Consumer Identity backend level, so that the legacy Skype name is correctly re‑associated with the existing personal Microsoft account and no longer attempts to verify a work account?

This issue does not appear solvable via end‑user UI tools or recovery flows.