Add a shared mailbox to Microsoft 365
Learn how to open a shared mailbox in Outlook on the web, Windows, macOS, iOS, and Android when your admin has granted you access.
Before you start
You need permission from your IT/admin before a shared mailbox will open in any Outlook app.
Ask your IT team at Universal Computing to grant your account Full Access (and usually Send As or Send on Behalf) to the shared mailbox. You will not see or open the mailbox until this permission is in place and has had a few minutes to apply.
Do not try to sign in directly with the shared mailbox address. Shared mailboxes normally do not have their own password. Always sign in with your work account, then open the shared mailbox from within Outlook.
Outlook on the web (Outlook online)
Open the shared mailbox in a new browser tab or window using Outlook on the web.
Open Outlook on the web
Go to your usual Outlook on the web page (for example, https://outlook.office.com) and sign in with your work account if needed.
Open the mailbox picker
In the top-right corner, select your profile picture or initials, then choose Open another mailbox.
Enter the shared mailbox address
In the box that appears, type the full email address of the shared mailbox (for example, support@contoso.com) and select it when it appears.
Open the shared mailbox
Select Open. Outlook on the web opens the shared mailbox in a new tab or window. You should now see its Inbox and folders in that tab.
Send email from the shared address (optional)
When composing a new message in that tab, use the From field to confirm the shared mailbox address is selected. Outlook sends the email as the shared mailbox.
If you see a message saying you do not have permission or the mailbox cannot be found, your account likely does not have Full Access. Contact your IT or help desk to verify permissions.
Outlook for Windows
Use the instructions that match the version of Outlook you use on Windows.
Open Mail view
Open Outlook on your Windows computer and switch to Mail in the left navigation if you are not already there.
Open Add shared folder or mailbox
In the folder pane on the left, right-click your email account name, then choose Add shared folder or mailbox.
Enter the shared mailbox
In the dialog that appears, type the shared mailbox email address, then select it from the list if it appears and choose Add.
Confirm the mailbox appears
Look in the folder pane. The shared mailbox should now appear under your account with its own Inbox and folders. If it does not appear immediately, close and reopen Outlook.
Send from the shared mailbox (optional)
Create a new email and select the From field. If the shared address is listed, choose it to send mail as the shared mailbox.
If Add shared folder or mailbox is missing, you might be using a different Outlook version or your account type is not supported in the new Outlook. Try the Classic Outlook tab or contact IT.
Open Account Settings
In Outlook, go to the menu bar and select File then Account Settings and again Account Settings from the dropdown.
Edit your email account
Select your main email account in the list and choose Change or More Settings (depending on your version).
Add the shared mailbox
Go to the Advanced tab, select Add under Mailboxes, type the shared mailbox name or email address, and select OK.
Apply and restart Outlook
Select Apply or OK, close all Account Settings windows, then fully close and reopen Outlook. The shared mailbox should appear in the folder pane on the left.
Send as the shared mailbox (optional)
When composing a message, if the From field is hidden, turn it on, then choose the shared mailbox in the From dropdown to send emails from that address.
If the shared mailbox does not appear after restart, either your account does not have Full Access or Outlook has not refreshed yet. Check with IT and try again after a few minutes.
Outlook for macOS
Open the shared mailbox in Outlook for Mac using the Shared Mailbox option.
Open Outlook for Mac
Start Outlook on your Mac and make sure you are signed in with your work account.
Use the Shared Mailbox option
In the top menu bar, select File then Open then Shared Mailbox.
Choose the shared mailbox
In the window that appears, type or search for the shared mailbox name or email address, select it from the results, then choose Add or Open.
Verify the mailbox appears
Look at the folder list on the left. The shared mailbox should now appear with its own Inbox and folders. If you do not see it, quit Outlook and open it again.
Send from the shared mailbox (optional)
When composing a new message, use the From field to select the shared mailbox address before sending.
Outlook for Mac does not support auto-mapping of shared mailboxes. Even if IT has granted you Full Access, the mailbox does not appear automatically. You must add it using File → Open → Shared Mailbox on each Mac where you use Outlook.
Outlook for iOS (iPhone and iPad)
Add the shared mailbox to the Outlook mobile app on your iPhone or iPad.
Open Outlook on your device
Open the Outlook app on your iOS device and confirm you are signed in with your primary work account.
Start adding an account
Tap your profile icon or the home icon, then tap the settings gear. Under Mail Accounts, tap Add Mail Account or Add Account.
Select Add a Shared Mailbox
From the list of options, choose Add a Shared Mailbox.
Confirm your main account if prompted
If Outlook asks which account has permission, select your work account that IT granted access to the shared mailbox.
Enter the shared mailbox address
Type the shared mailbox email address (for example, info@contoso.com) and tap Add Shared Mailbox or Done.
Check the mailbox list
Return to the folder list. The shared mailbox appears as an additional account or mailbox. Tap it to open its Inbox and folders.
If you get an error that the mailbox cannot be added or you are prompted for a password for the shared mailbox itself, your permissions may not be set correctly. Shared mailboxes usually do not have standalone passwords. Contact IT for help.
Outlook for Android
Use the Outlook app on Android to add the shared mailbox to your account.
Open Outlook on Android
Launch the Outlook app on your Android phone or tablet and confirm you are signed in with your primary work account.
Open settings and add account
Tap your profile icon or the menu in the top-left, then tap the settings gear. Under Mail Accounts, tap Add Mail Account or Add Account.
Choose Add a Shared Mailbox
From the options, select Add a Shared Mailbox.
Pick the account with access
If prompted, choose the work account that has access to the shared mailbox.
Enter the shared mailbox email
Type the shared mailbox email address and tap Add Shared Mailbox to finish.
Confirm the mailbox is available
Go back to the folder view. The shared mailbox should now be listed as an additional mailbox. Tap it to read or send messages.
Troubleshooting shared mailbox access
Use these quick checks if the shared mailbox does not work as expected.
Confirm permissions with IT
If you cannot open the mailbox or get a no permission error, ask your IT team to confirm you have Full Access to the shared mailbox and, if needed, Send As permissions for sending.
Restart Outlook or your device
After permissions are changed or after you add the mailbox, close and reopen Outlook. On mobile, fully close the app and reopen it. Changes do not always appear until Outlook refreshes.
Wait for changes to apply
Microsoft 365 sometimes takes a few minutes for permission changes to take effect. If IT has just granted access, wait 5–15 minutes, then try opening or adding the shared mailbox again.
Mailbox not showing but no error
If you added the mailbox but it does not appear in the folder list, remove it if possible and add it again, or sign out and sign back in to Outlook. On Mac, always use File → Open → Shared Mailbox because auto-mapping is not supported.
Prompted for a password for the shared mailbox
When Outlook asks for a password for the shared mailbox account, cancel the prompt. Shared mailboxes typically do not have their own passwords. This usually means your permissions are not set correctly or Outlook added it as a normal account instead of a shared one. Remove the account and add it again using the Add Shared Mailbox option, then contact IT if the prompt continues.
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