Troubleshooting
The shared mailbox is missing in Outlook
You were given access to a shared mailbox but it is not showing up in your folder list.
Do this first: close Outlook and wait a minute
- Close Outlook completely. Not just the window, all the way closed.
- Wait a couple of minutes. If access was granted in the last little while, it takes a few minutes to reach your computer.
- Open Outlook again.
- Look down the folder list on the left. The shared mailbox appears as its own heading below your own folders.
Why the wait. Access is granted on the server, and your copy of Outlook only finds out the next time it checks in. Restarting makes it check in immediately, but the server side still needs a minute or two first.
If that did not do it: add it by hand
New Outlook, or Outlook on the web
- In the folder list on the left, right-click your own name or email address at the top.
- Choose Add shared folder or mailbox.
- Type the shared mailbox address, for example
office@yourcompany.com, and pick it from the list. - Click Add. It appears as its own heading in the folder list.
Classic Outlook on Windows
- Click the File tab.
- Click Account Settings, then Account Settings again from the menu.
- On the Email tab, click your own account so it is highlighted, then click Change.
- Click More Settings, then the Advanced tab, then Add.
- Type the shared mailbox address, for example
office@yourcompany.com. - Click OK, then OK again.
- Click Next, then Finish, then Close.
- Restart Outlook.
Sending from the shared mailbox
Once it appears, you can send as that address rather than your own. My email sends from me, not the shared mailbox has the steps.
Did this not sort it out?
If the mailbox does not show up after both of those, the access has usually not been applied on our side yet. Tell us rather than keep restarting.
Tell Michael which step you got to and what the screen says. A photo of the screen from your phone is perfect.