You are re-federating your RM Unify establishment to a domain in Microsoft® 365™ (M365) and at step 4 'Review your users' email addresses', you have clicked Yes.

On the 'Manage Microsoft 365 Email Addresses and Matched Accounts' matching screen, you notice that one or more RM Unify users have a tick under the New column heading instead of the expected Existing column heading. The Email Address field value is correct and you know an M365 user account already exists with this value as their username, so you would expect the matching screen to show them as Existing.

The following can cause this behaviour:

• You have previously federated your RM Unify establishment to the same domain in Microsoft 365.
• In Microsoft 365, the domain's federation settings still refer to RM Unify.

In this case, the matching wizard ignores the ImmutableID/OnPremisesImmutableID attribute in the users' M365 account and does not identify a match.

Please contact RM Unify Support for further assistance.