I'm looking into an issue on an iPhone which has me stumped. It has a number of Accounts configured:

  • iCloud (myname@icloud.com)
  • Exchange (myname@mycompany.com)
  • Gmail (myname@gmail.com)
  • Outlook (myname@hotmail.com)

iCloud and Exchange seem to work fine. But when we add the Outlook account (myname@hotmail.com), it is configured successfully, until it is saved, then the Email field in Account changes to show the Gmail address (myname@gmail.com) and will not change back. The Mail app also shows two entries with the Gmail address when I try to switch the "from" account.

When I send an email from within the Outlook account within the Mail app, it displays the Gmail address (myname@gmail.com) as the "from" address, and replies go to Gmail.

I've tried:

  • Deleting the Gmail account
  • Deleting the Outlook account
  • Re-adding the Outlook account (still has the same problem, even if the Gmail account is not present on the phone)
  • Re-adding the Outlook account as an Exchange account
  • Factory reset the phone and restore from backup
  • Factory reset the phone and start fresh
  • Get a new phone

None of these steps have solved the problem, the phantom Gmail account (myname@gmail.com) always overrides the Outlook one (myname@hotmail.com), even if the Gmail account is not configured on the phone.

Interestingly, none of the other accounts have this issue. I've also added a different Outlook account (myname2@hotmail.com) and this does not have the same problem either.

It appears to be something to do with adding an account called myname@hotmail.com but I'm absolutely stumped.

Has anyone encountered this issue, or can someone suggest some more troubleshooting steps please?


It appears this issue was being caused by having the Gmail account linked to the Outlook one on Outlook.com.

In the settings on Outlook.com, under Mail > Accounts > Connected Accounts, the Gmail account was set up as a Connected Account.

Removing this Connected Account from Outlook.com resolved the issue and prevented the display name/email address of the account from changing.

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