why does the wrong name come up (old email address) when I add a new email address to a contract list?

When you encounter an issue where the old email address appears instead of the new one after updating a contact in your list, it could be due to a few reasons:

1. Caching Issues: Sometimes, the application may cache old information. Try refreshing the contact list or restarting the application to see if the changes take effect.
2. Contact Synchronization: If your contacts are synced with another service (like a mobile device or another email service), the old information might be pulled from there. Ensure that the contact is updated across all platforms.
3. Display Name Settings: The display name associated with the contact may not have been updated correctly. Make sure to check if the display name reflects the new email address.
4. Alias Settings: If the contact has an alias set up, it might still be showing the old email address. You may need to remove the alias if it's not needed anymore.

To resolve this, ensure that you fully delete the contact and confirm that all instances of the old email address are removed before re-adding the contact with the new email address. Additionally, check if there are any settings related to how contacts are displayed in your application.

If the problem persists, consider reaching out to your IT administrator for further assistance, as they may need to check for any underlying issues with the contact management system.

References:

• The Outlook email address should be the same as the Dynamics 365 apps email address
• Troubleshoot: Remove an alias from a contact

Thanks for sharing the details, Tony! Try to clear the Auto-Complete (NK2) entry, this is what is overriding the name.

Even if you correctly update a contact and re-add it to a contact list, Outlook’s Auto-Complete cache (what appears when you start typing an email) can still store the old email + old display name.

How to fix it

Method 1 - Remove the old entry from Auto-Complete

• Start a new email.
• In the To: box, start typing that person’s name or old email.
• When Outlook suggests the old entry, hover over it.
• Click the X (Remove from list) or press Delete.

This clears the cached “Display Name” stored in Auto-Complete. Now Outlook will read the name from the updated contact correctly. If the problem persists, proceed to method 2.

Method 2 - Clear the entire Auto-Complete cache

(If you can’t remove just the one entry)

• Go to File → Options → Mail
• Scroll to Send messages section
• Click Empty Auto-Complete List
• Restart Outlook

This forces Outlook to rebuild names from your contacts and distribution lists.

See if this helps. If you need further assistance just let me know.

Best regards,

Kimberly