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
Shared Mailbox Not Showing - How to Add It
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.
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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. Reopen Outlook
3. The shared mailbox should appear in the left sidebar
Method 2: Manual Add (If you have permissions)
1. Right-click your account in the left sidebar
2. Click Add shared folder...
3. Type the shared mailbox email address
4. Click Add
Method 3: Account Settings
1. Go to File → Account Settings → Account Settings
2. Select your Microsoft 365 account
3. Click Change → More Settings
4. Go to Advanced tab
5. Click Add under "Open these additional mailboxes"
6. Enter the shared mailbox email
7. Click OK → Next → Finish
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Add Shared Mailbox in Outlook on the Web
1. Go to [outlook.office.com](https://outlook.office.com)
2. Right-click Favorites in the left sidebar
3. Click Add shared folder
4. Search for the shared mailbox name/email
5. Click Add
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Add Shared Mailbox in Mobile App
iOS / Android
1. Open Outlook app
2. Tap your profile picture → Settings
3. Tap Add shared mailbox
4. Search for and select the shared mailbox
5. It will appear under your main mailbox
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Troubleshooting
Shared Mailbox Still Not Appearing
1. Check Your Permissions
- You need at least "Reader" access to see the mailbox
- Contact the mailbox owner or IT admin
2. Refresh Outlook
- Right-click the account → "Refresh Folders"
- Or press F9
3. Clear Cache
- File → Office Account → Advanced → Clear Cache
- Restart Outlook
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Common Issues
| Issue | Solution |
|-------|----------|
| Can't find "Add shared folder" | You don't have permission - ask IT |
| Shared mailbox appearing empty | Contact owner to check you've been added |
| Can send but not receive | Verify Send As permissions |
| Mailbox disappeared | Check if permissions were removed |
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Using the Shared Mailbox
Check Sent/Deleted Items
- Messages you send appear in your "Sent Items", not shared
- Enable: File → Mailbox → Open other user's folder (if permissions allow)
Sending from Shared Mailbox
1. Click From when composing
2. Select the shared mailbox address
3. Send as usual
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Need More Help?
Contact IT support with:
- The shared mailbox email address
- Your Microsoft 365 email address
- Confirmation that permissions were granted