Adding a shared mailbox takes three steps: get permission from your admin, open Outlook settings, and add the mailbox address

A shared mailbox in Outlook 365 is an email account that multiple people can access and send from using their own login. Unlike a distribution list, a shared mailbox has its own inbox, calendar, and contacts that everyone on the team sees. Before you can add one, your Microsoft 365 administrator must grant you permission — you cannot add a shared mailbox on your own.

The process differs slightly depending on whether you use Outlook on the web, the desktop app for Windows, or Outlook for Mac. All three methods start the same way: your admin must first assign you access to the shared mailbox in the Microsoft 365 admin center.

Key Takeaways

  • Your Microsoft 365 administrator must grant you permission to access a shared mailbox before you can add it to Outlook.
  • After permission is granted, you add the shared mailbox through Outlook settings, not by typing in a password.
  • In Outlook on the web, go to Settings > Mail > Accounts > Shared Mailboxes and enter the mailbox address.
  • In the Outlook desktop app for Windows, use File > Account Settings > Delegate Access, then add the shared mailbox address.
  • Once added, the shared mailbox appears as a separate folder in your sidebar, and you can send emails from it directly.

Ask your admin to grant you access first

Your Microsoft 365 administrator controls who can access each shared mailbox. They do this in the Microsoft 365 admin center, not in Outlook itself. Ask your admin to add your user account to the shared mailbox's permissions. This step must happen before you try to add it in Outlook — if you attempt to add a mailbox you do not have permission for, Outlook will reject it.

After your admin grants permission, wait a few minutes for the change to sync across Microsoft's servers. If you try to add the mailbox immediately and it does not work, wait 10 to 15 minutes and try again. Your admin can confirm the permission was set by checking the shared mailbox's member list in the admin center.

Adding a shared mailbox in Outlook on the web

Open Outlook.com or your organization's Outlook web portal in a browser. In the top right corner, click the gear icon and select Settings. From the left sidebar, choose Mail, then Accounts, then Shared Mailboxes.

Click Add a shared mailbox. Type the email address of the shared mailbox you want to add — for example, sales@company.com or support@company.com. Click Add. Outlook will verify that you have permission; if the verification succeeds, the shared mailbox appears in your folder list on the left side within a few seconds.

If you see an error message saying you do not have permission, contact your admin and ask them to confirm the permission was set. Sometimes the permission takes longer than expected to sync, or your admin may have accidentally assigned it to the wrong user account.

Adding a shared mailbox in Outlook for Windows

Open the Outlook desktop application. Click File in the top left corner, then select Account Settings, then Account Settings again from the dropdown menu. A window opens showing your email accounts.

Click the Delegate Access button near the bottom of the window. In the dialog that appears, click Add. Type the email address of the shared mailbox and click OK. Outlook verifies your permission and adds the mailbox to your account. The shared mailbox now appears as a folder in your sidebar below your primary inbox.

If the Delegate Access button does not appear, your version of Outlook may be out of date. Click File > Office Account and select Update Options > Update Now to install the latest version.

Adding a shared mailbox in Outlook for Mac

Open Outlook on your Mac. Click Outlook in the menu bar at the top, then select Preferences. Click Accounts. Select your email account from the list on the left, then click the Advanced tab.

Under the Mailbox section, click the plus sign (+) button. Type the email address of the shared mailbox and click Add. Outlook checks your permission and adds the mailbox. It appears in your folder list on the left side of the window.

Sending email from a shared mailbox

Once the shared mailbox is added, you can send emails from it. In Outlook on the web or the desktop app, click New Message or New Email. Before you type your message, look for the From field. Click the dropdown arrow next to your name and select the shared mailbox address from the list.

When you send the email, it appears to come from the shared mailbox, not from your personal account. Everyone with access to that mailbox can see the email in the shared inbox and any replies that come in. This is why shared mailboxes are useful for team email addresses like support or sales — the whole team sees the conversation.

Removing a shared mailbox from Outlook

If you no longer need access to a shared mailbox, you can remove it from Outlook without affecting the mailbox itself. In Outlook on the web, go to Settings > Mail > Accounts > Shared Mailboxes, find the mailbox you want to remove, and click the trash icon next to it.

In Outlook for Windows, click File > Account Settings > Account Settings, click Delegate Access, select the shared mailbox, click Remove, and then click OK. In Outlook for Mac, go to Outlook > Preferences > Accounts, select your email account, click the Advanced tab, select the shared mailbox in the list, and click the minus sign (−) button.

Removing it from Outlook only removes it from your view — your admin can add it back later if needed, and the mailbox itself continues to exist with all its emails intact.

Frequently Asked Questions

Why does Outlook say I do not have permission to add a shared mailbox?

Your Microsoft 365 admin has not yet granted you access, or the permission has not finished syncing. Contact your admin and ask them to confirm they added your account to the shared mailbox's member list in the Microsoft 365 admin center. Wait 10 to 15 minutes after they confirm, then try adding it again.

Can I add a shared mailbox that belongs to a different organization?

No. Shared mailboxes only work within the same Microsoft 365 organization. If you need to access an email account at a different company, that organization would need to set up a different type of access, such as granting you a separate login or using a forwarding rule.

What happens to emails in a shared mailbox if I remove it from Outlook?

The emails stay in the shared mailbox. Removing it from Outlook only removes it from your personal view. Other people with access to the mailbox can still see all the emails. Your admin can add it back to your Outlook account at any time.

Can I access a shared mailbox on my phone?

Yes, if you use Outlook for iOS or Outlook for Android. The process is the same: your admin must grant permission first, then you add the shared mailbox through the app's settings. The shared mailbox appears in your folder list just like it does on the web or desktop.

Do I need a password to add a shared mailbox?

No. Outlook uses the permission your admin set up, not a separate password. You add the mailbox by its email address only. If Outlook asks for a password, something went wrong — contact your admin to confirm the permission was set correctly.