Why do I get the message "The name cannot be matched to a name in the address list" when setting up my Exchange mailbox in Outlook?

When setting up an Exchange mailbox in Outlook, you may receive the following error message:

“The action cannot be completed. The name cannot be matched to a name in the address list.”

This error can occur when Outlook is unable to correctly identify or connect to the Exchange mailbox. Common causes include incorrect or cached account credentials, an existing Outlook profile, or Outlook attempting to use a different Microsoft or Exchange account.

Check your account details

Before making changes to Outlook, make sure you are using the correct email address and password for the Exchange mailbox.

If the account has previously been configured in Outlook, remove the existing account or Outlook profile before attempting to add it again.

Remove saved credentials

If Outlook continues to display the error, removing saved credentials may allow Outlook to authenticate using the correct account.

• Close Outlook.
• Open Control Panel in Windows.
• Go to User Accounts -> Credential Manager.
• Select Windows Credentials.
• Look for credentials relating to Outlook, Office, Microsoft 365, or your email account.
• Remove the relevant saved credentials.
• Open Outlook and try adding the Exchange mailbox again.

Note: Only remove the credentials that you recognise and that are relevant to the affected account. Removing unrelated Windows credentials may cause other applications or services to request your password again.

Create a new Outlook profile

If the issue persists, the existing Outlook profile may be preventing the mailbox from being configured correctly.

• Close Outlook.
• Open Control Panel
• Search for and select Mail (Microsoft Outlook)
• Click Show Profiles.
• Click Add
• Enter the name for the new profile and follow the instructions to configure your Exchange mailbox.
• Once the mailbox has been added successfully, select Always use this profile and choose the new profile.
• Click OK and open Outlook.

Article ID: 251
Created On: Fri, Mar 13, 2015 at 11:45 AM
Last Updated On: Fri, Sep 18, 2026 at 9:45 AM

Online URL: https://www.heartinternet.uk/support/article/why-do-i-get-the-message-the-name-cannot-be-matched-to-a-name-in-the-address-list-when-setting-up-my-exchange-mailbox-in-outlook.html