Open a shared mailbox in Outlook

A shared mailbox is an inbox that several people can read and reply from, such as info@ or accounts@. This article helps you find it in Outlook once you've been given access.

Get access first

You can't add yourself to a shared mailbox. Ask your manager to approve access, then they or you can log a ticket with the service desk to request it. Mention which mailbox you need and whether you need to send emails from it.

It usually appears automatically

Once access is granted, the shared mailbox normally shows up in Outlook by itself, under your own mailbox in the folder list. This can take up to an hour or so. If it hasn't appeared:

1. Close Outlook completely and open it again.
2. Wait a little longer if access was granted only recently.
3. If it still isn't there, add it manually using the steps below.

Add it manually

Labels can differ slightly between versions.

Outlook on the web and new Outlook for Windows

1. In the folder list, right-click Shared with me (or right-click Folders).
2. Select Add shared folder or mailbox.
3. Type the shared mailbox's name or email address and select Add.

To open it in a separate browser tab in Outlook on the web, select your profile picture (top right), choose Open another mailbox, and enter the address.

Classic Outlook for Windows

1. Select File > Account Settings > Account Settings.
2. Select your account, then Change > More Settings > Advanced.
3. Under Open these additional mailboxes, select Add, type the mailbox address and select OK.
4. Select Apply, then close the windows and restart Outlook.

Outlook mobile app

Tap your account icon, then the Add account button, and look for Add a shared mailbox. Enter the shared address. You need access already granted for this to work.

Sending from the shared mailbox

Reading a shared mailbox and sending from it are separate permissions:

• Send as makes your email appear to come from the shared address only.
• Send on behalf shows "Your Name on behalf of Shared Mailbox".

If you need either, include it in your access request. To send, start a new email, show the From field (in the message options), and choose the shared address.

Still stuck?

If the mailbox doesn't appear after a few hours, or you get a permissions error when sending, log a ticket and include the mailbox address.