This can occur if one of the following scenarios is true:

Scenario 1

• The user account existed in Microsoft 365 before you federated with RM Unify, i.e. you used the RM Unify brownfield process to match users to existing Microsoft 365 accounts.
• On the user matching window of the RM Unify Microsoft 365 wizard, you manually changed which Microsoft 365 email account should be matched to the RM Unify user. For example, the RM Unify username was jsmith and you choose to manually match them with the existing Microsoft 365 mail account of jane@domain.sch.uk.

Scenario 2

• In RM Unify AD Sync you have configured an AD filter to upload an AD attribute containing the user's email address.

If a user's email address is set to something other than the RM Unify username, then we accept that this has been done for a reason and if the RM Unify username is later changed, we assume you do not want to change the email address. The user account has effectively opted out.

If you are using RM Unify AD Sync to set the user's email address then update the relevant AD attribute with the desired email address and allow RM Unify AD Sync to upload and apply the change to Microsoft 365. 

Note: The user's email account will only be updated with the desired email address if it has not been assigned previously to another RM Unify user and is not currently in use as a proxy address on another M365 account. We do not allow an RM Unify user to automatically claim someone else's mailbox even if the original RM Unify/Microsoft 365 user is deleted and the email address has been explicitly set in AD. This is to protect a school creating a new user in AD and inadvertently reusing someone else's email address which would give them access to their mailbox.

If you match scenario 1 or a change to the mail address via RM Unify AD Sync does not update the Microsoft 365 email address then please get in touch with the RM Unify and Cloud support team so we can help you make the changes you need.