Shared mailbox not showing

Summary

This guide helps you troubleshoot and resolve: Shared mailbox not showing. Follow the steps below to fix the issue.

Common Causes

Overview

Shared mailboxes allow multiple people to access a common email account (e.g., support@company.com). If one isn’t showing, here’s how to add it.

Add Shared Mailbox in Outlook Desktop

Method 1: Automatic (IT assigns permissions)

When IT adds you to a shared mailbox, it should appear automatically after:

1. Close Outlook completely.
2. Re‑open Outlook.
3. The shared mailbox should appear in the folder pane.

Method 2: Manual Add (If you have permissions)

1. Right‑click your account in the folder pane.
2. Select Add shared folder….
3. Enter the shared mailbox email address.
4. Click Add.

Method 3: Account Settings (Outlook for Microsoft 365)

1. Go to File → Account Settings → Account Settings.
2. Select your Microsoft 365 account and click Change.
3. In the Change Account dialog, click More Settings.
4. Choose the Advanced tab.
5. Under “Open these additional mailboxes”, click Add….
6. Enter the shared mailbox email address and click OK.
7. Finish the wizard and restart Outlook.

Add Shared Mailbox in Outlook on the Web

1. Open outlook.office.com and sign in.
2. In the folder pane, click Open another mailbox at the bottom, or click the Add shared folder button.
3. Search for the shared mailbox name or email address.
4. Select it and click Add. The mailbox will appear under Folders.

Add Shared Mailbox in Mobile App

iOS / Android

1. Open the Outlook app.
2. Tap your profile picture, then Settings.
3. Tap Add shared mailbox.
4. Search for and select the shared mailbox.
5. The mailbox will appear beneath your primary mailbox.

Troubleshooting

Shared Mailbox Still Not Appearing

1. Check your permissions
   • You need at least “Reader” access to view the mailbox.
   • Contact the mailbox owner or your IT administrator.
2. Refresh Outlook
   • Right‑click the account and choose “Refresh Folders”, or press F9.
3. Clear the cache
   • File → Options → Advanced → under “Outlook Data File Settings” click Clear Offline Items.
   • Restart Outlook.

Common Issues

Using the Shared Mailbox

Check Sent/Deleted Items

• Messages you send from the shared mailbox appear in your personal Sent Items folder, not the shared one.
• If you need to view the shared mailbox’s Sent or Deleted Items, ensure you have the appropriate permissions and open the folder via File → Open > Open other user’s folder.

Sending from the Shared Mailbox

1. When composing a new message, click the From field.
2. Select the shared mailbox address from the dropdown.
3. Send the message as usual.

Need More Help?

Open a ticket with IT support and include:

• The shared mailbox email address.
• Your Microsoft 365 email address.
• Confirmation that permissions have been granted.

For additional guidance on adding email accounts, see How to add email to Outlook and Setting Up an Email Account in Outlook (POP/IMAP/Exchange).

Still Having Issues?