The Shared Mailbox Is Missing in Outlook

Do this first

1. Close Outlook completely. Not just the window, all the way closed.
2. Wait a couple of minutes. If access was granted in the last little while, it can take a few minutes to reach your computer.
3. Open Outlook again.
4. 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 to catch up first.

If it still is not there

Add it by hand:

1. In Outlook, click the File tab.
2. Click Account Settings, then Account Settings again from the menu.
3. On the Email tab, click your own account so it is highlighted, then click Change.
4. Click More Settings, then the Advanced tab, then Add.
5. Type the shared mailbox address, for example office@yourcompany.com.
6. Click OK, then OK again.
7. Click Next, then Finish, then Close.
8. Restart Outlook.

Sending from the shared mailbox

Once it appears, you can send as that address rather than your own:

1. Click New Email.
2. If you do not see a From button above the To line, go to the Options tab and click From.
3. Click From and pick the shared address. If it is not listed, choose Other email address and type it in.
4. Write your message and send.

People who receive it see only the shared address, not your personal one.

Still nothing

If the mailbox does not show up after both of those, it usually means the access has not actually been applied on our side yet. Text or call us and we will check it rather than have you keep restarting.