Fix Microsoft Word @Mention Notifications Sent to the Wrong Email Address
Question details
Users are receiving Microsoft Word @mention and comment notifications in an incorrect or legacy mailbox, typically occurring after the organization switches email providers from Microsoft Exchange to Google Workspace (Gmail).
- Product
- Microsoft Word
- Device & OS
- not provided
- Scenario
- Collaborating on documents using the @mention feature in Microsoft Word after an organizational email migration.
- Observed behavior
- Comment and @mention notifications are routed to the old Microsoft 365 Exchange mailbox instead of the user's current primary email address.
Ensure you have the contact information for your organization's IT administrator, as resolving Microsoft 365 email routing issues requires administrative access to the Microsoft 365 Admin Center and Exchange Online.
Verify and Update Exchange Online Routing Settings
IT administrators must update the mail routing configurations within the Microsoft 365 tenant to ensure internal notifications are directed to the external mail servers (e.g., Google Workspace).
When an organization changes mail providers from Microsoft to Google but keeps the same email addresses and Microsoft 365 accounts, the tenant often continues routing internal service emails (like Word @mentions) to the local Exchange Online mailboxes. This prevents the notifications from reaching the active Gmail inbox.
Contact your Microsoft 365 administrator and request them to log in to the Microsoft 365 Admin Center.
Navigate to the Exchange admin center to review the affected user's mailbox configurations.
Set up proper mail forwarding from the Microsoft 365 identity to the new Gmail servers, or configure the domain as an 'Internal Relay' so Microsoft 365 recognizes the active mailbox is hosted externally.
Ensure Proper Account Sign-In in Microsoft Word
Verify that you are signed into the correct organizational account within Microsoft Word so that the application syncs with the proper tenant directory.
Try WPS Office for Hassle-Free Document Collaboration
Avoid complex Microsoft 365 tenant configurations and Exchange email routing errors. WPS Office is a lightweight, free alternative that offers seamless document collaboration and full compatibility with Microsoft Word formats.
- 1. Download WPS Office: Visit the official WPS Office website to download and install the free software suite.
- 2. Open Your Documents: Launch WPS Writer and open your existing .docx files directly.
- 3. Collaborate Easily: Use the 'Review' tab to add comments, track changes, and collaborate without worrying about underlying Microsoft 365 admin settings.
Frequently Asked Questions
Why are my Word @mention emails going to my old Microsoft inbox instead of Gmail?
When your organization switches email hosts (like moving to Gmail) but retains Microsoft 365 for applications like Word, Microsoft 365 still attempts to deliver internal notifications to its own Exchange servers. Your IT admin must update the routing rules to forward these to your new Gmail inbox.
Can I change where Microsoft Word sends @mention notifications myself?
No. The destination for @mention notifications is controlled by your organization's Microsoft 365 tenant and Exchange Online configurations. You must contact your IT administrator to adjust the mail routing settings.
Does the Word @mention feature require a Microsoft 365 account?
Yes, utilizing the @mention feature in Microsoft Word requires you to be signed in with an active Microsoft 365 work or school account. The application uses your organization's directory to locate and tag colleagues.
