How to Add a Shared Inbox to Outlook (Step-by-Step Guide)

If your team handles a group address like support@yourcompany.com or sales@yourcompany.com, you don't need everyone logging into one shared password. A shared inbox (shared mailbox) lets multiple people read and reply from the same address using their own individual Outlook accounts. Replies still appear to come from the shared address, not from any one person's email.

This guide walks through how to add an existing shared inbox to Outlook across desktop, web, and mobile, plus what to do if it doesn't show up automatically.

Before You Start: Get Permissions Set Up

Adding a shared inbox to your own Outlook only works once a Microsoft 365 admin has:

• Created the shared mailbox (this requires admin access)
• Granted you Full Access permission (to view the inbox)
• Granted you Send As or Send on Behalf permission (if you'll be replying from that address)

If you're not an admin, ask your IT team to set this up first. Once permissions are granted, most shared mailboxes appear automatically in Outlook within about an hour — sometimes it can take up to 24 hours to fully propagate.

Option 1: New Outlook for Windows

1. Open Outlook and select Mail from the navigation pane.
2. In the folder pane, right-click your account name.
3. Select Add shared folder or mailbox.
4. Type the shared mailbox's email address (e.g., support@yourcompany.com).
5. Click Add. The mailbox will appear as a new folder tree in your left pane.

Option 2: Classic Outlook for Windows

1. Go to File > Account Settings > Account Settings.
2. On the Email tab, select your account and click Change.
3. Click More Settings > Advanced tab.
4. Under "Open these additional mailboxes," click Add.
5. Type the shared mailbox's name or email address, then click OK.
6. Click OK > Next > Finish > Close, then restart Outlook.

The shared mailbox should now appear as its own folder tree below your personal mailbox.

Option 3: Outlook on the Web (OWA)

1. Sign in at outlook.office.com.
2. In the left navigation pane, right-click Folders.
3. Select Add shared folder or mailbox.
4. Type the name or email address of the shared mailbox and click Add.

The shared mailbox will appear below your personal folders, and you can expand or collapse it just like your own inbox.

Option 4: Outlook for Mac

1. Go to Tools > Accounts.
2. Select your Exchange account, then click Delegation and Sharing (or Advanced > Delegates, depending on your version).
3. Under "Shared with me," click + and search for the shared mailbox.
4. Select it and click Add.

Option 5: Outlook Mobile

1. Tap the menu icon and go to Add Account.
2. Choose Add a Shared Mailbox.
3. Enter the shared mailbox address and confirm.

Sending From the Shared Address

To send or reply as the shared inbox rather than your personal address:

1. Start a new email and click the From field (enable it in your compose settings if it's hidden).
2. Select the shared mailbox address. The first time, you may need to choose Other Email Address and type it in manually — after that, it will appear in the dropdown automatically.

You'll need Send As or Send on Behalf permission for this to work — if you get a permissions error, that's the first thing to check with your admin.

Shared Inbox Not Showing Up? Try This

• Give it time. Permission changes can take up to 24 hours to sync, though it's usually much faster.
• Restart Outlook. A fresh restart often forces the folder list to refresh.
• Double-check permissions. Confirm with your admin that Full Access was actually granted, not just Send As.
• Add it manually. If auto-mapping isn't working, use the manual steps above rather than waiting.
• Check your Outlook version. The steps differ between classic Outlook, new Outlook, web, Mac, and mobile — make sure you're following the right one.

Wrapping Up

A shared inbox keeps team email organized without shared passwords or messy forwarding rules. Once your admin sets up the mailbox and grants access, adding it to your own Outlook takes just a couple of minutes — and it works the same way whether you're managing support tickets, sales leads, or general company inquiries.