This guide explains how to add a shared mailbox (for example: support@yourdomain.co.uk) to Outlook when you’re using Microsoft 365.
Shared mailboxes are commonly used for Support, Accounts, or Info addresses and allow multiple users to read and send email from the same inbox.

Before You Start 

To add a shared mailbox:

  • The shared mailbox must already exist

  • You must have permission to access it
    (This is assigned by your Microsoft 365 administrator)

    If the mailbox doesn’t appear automatically, permissions may still be syncing (this can take up to 60 minutes).

 

Option 1: Outlook on the Web (Browser)

  1. Go to https://outlook.office.com

  2. Sign in with your Microsoft 365 email address

  3. In the left-hand folder list, right-click your mailbox name

  4. Click Add shared folder or mailbox

  5. Enter the shared email address
    (e.g. support@yourdomain.co.uk)

  6. Click Add

The shared inbox will now appear in your folder list.

You can:

  • Read emails

  • Reply from the shared address

  • Send new emails as the shared mailbox

Option 2: Outlook Desktop App (Windows & Mac)

If the mailbox appears automatically

In most cases, shared mailboxes auto-add once permissions are applied.
If you can already see it in the folder list - you’re done

Manual Add (If It Doesn’t Appear)

  1. Open Outlook

  2. Go to File → Account Settings → Account Settings

  3. Double-click your Microsoft 365 account

  4. Click More Settings

  5. Open the Advanced tab

  6. Click Add…

  7. Enter the shared mailbox email address

  8. Click OK, then Next → Finish

  9. Restart Outlook

The shared inbox will now appear under your main mailbox.

Outlook Mobile App (iOS & Android)

  1. Open the Outlook app

  2. Tap your profile icon (top left)

  3. Tap Add Mail Account

  4. Choose Add Shared Mailbox

  5. Enter the shared email address

  6. Tap Add

The shared inbox will now be selectable in the app.

Sending From the Shared Inbox

When composing an email:

  • Click or tap From

  • Choose the shared mailbox address
    (If not visible, select Other email address and add it)

Outlook will remember this for future emails.

Common Issues & Fixes

Shared mailbox not visible?

  • Permissions may still be syncing (wait up to 60 minutes)

  • Restart Outlook

  • Sign out and back in

Can read but not send?

  • You may be missing Send As or Send on Behalf permissions

Password prompt appears?

  • Shared mailboxes do not have passwords

  • This usually means permissions are incorrect

Need Help?

If you’re unable to see or use the shared mailbox, please raise a support ticket and include:

  • Your email address

  • The shared mailbox address

  • Whether the issue is read, send, or missing mailbox

Our team will check permissions and resolve this for you.

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