How to Add a Shared Mailbox in Microsoft Outlook

What is a shared mailbox?

A shared mailbox is an email address that several people can use, for example a team inbox. It lets authorised team members read messages and, where their permissions allow, send replies from the shared address.

The mailbox must be set up in Microsoft 365 and your account given access before Outlook can open it. If The IT Workshop manages your Microsoft 365, we will usually have configured this before directing you to this guide. If another provider manages your account, they will need to arrange access. Outlook cannot grant access by itself. The steps below are for Outlook on Windows; New Outlook and Classic Outlook have different menus.

First, check whether Outlook added it automatically

1. Close Outlook fully, then open it again.
2. Check the folder pane for the shared mailbox. In New Outlook, it may appear under Shared with me.
3. If you cannot see it, wait a few minutes if access was just granted, restart Outlook once more, then follow the steps for your version below.

Tip: If your Outlook window has a New Outlook switch or the newer simplified layout, use the New Outlook steps. Otherwise, use Classic Outlook.

Add it manually in New Outlook for Windows

1. Open Mail from the navigation pane.
2. In the folder pane, right-click your account name.
3. Select Add shared folder or mailbox.
4. Enter the shared mailbox name or email address, then follow any prompts.
5. Look in the folder pane for the mailbox. It may be listed under Shared with me; select it to expand its folders.

If you need the shared mailbox as a separate account for settings such as notifications and rules, New Outlook may offer this under Settings > Accounts > Shared with me. Availability varies by version and requires Full Access permission. If you are unsure whether to add it as an account, check with the person who manages your Microsoft 365: contact The IT Workshop if we manage it for you, or your usual IT provider otherwise.

Add it manually in Classic Outlook for Windows

1. Open Classic Outlook.
2. Select File > Account Settings > Account Settings.
3. On the Email tab, select your Microsoft 365 account, then choose Change.
4. Select More Settings > Advanced > Add.
5. Enter the shared mailbox email address and select OK.
6. Select OK again, then Next > Finish > Close.
7. Return to the folder pane. If it has not appeared, close and restart Outlook.

If the mailbox still does not appear

Try these checks first:

• Wait a few minutes, then close and restart Outlook. New access can take a little while to appear.
• Check that you followed the steps for New Outlook or Classic Outlook as appropriate. If the New Outlook menu described above is missing, check which version you are using or try the Classic Outlook steps.
• In New Outlook, check Shared with me and select the mailbox to expand it.
• In Classic Outlook, check that the correct Microsoft 365 account was selected before choosing Change.
• Manually adding the mailbox address does not give your account permission to open it.

If The IT Workshop manages your Microsoft 365, contact us and we can check that access to the right mailbox has been set up. If your Microsoft 365 account is managed by another provider, please ask them to check your mailbox permissions and Outlook account configuration.