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If you need to request access to a shared mailbox, submit an online request:

Shared mailbox request

Select the Modify option under Request Type to see the option to enter the email address and the user(s) you wish to add.

The steps for adding a role-based account are different depending on the version of Outlook you are using:

Visit the related article for information about removing a shared (role-based) mailbox

Instructions for opening a shared mailbox in Classic Outlook for Mac are available from Microsoft Support

Opening a shared mailbox in Outlook for Windows

Shared mailboxes can be added to Outlook as a "delegate" account, which is an extension of your own account, or as a “direct login”, which is a standalone account.

Adding a delegate account

  1. Open Outlook.
  2. Go to File > Info > Account Settings > Account Settings…
  3. Click on your own email address and select Change…
  4. Go to More Settings > Advanced.
  5. Under Open these additional mailboxes, click Add…
  6. Enter the address of the shared mailbox and click OK.
  7. Click Apply then OK.
  8. Restart Outlook.

Adding a direct login account

  1. Open Outlook.
  2. Go to File > Info and click on the + Add account button at the top.
  3. Enter the email address of the shared mailbox, then click Connect.
  4. Click Microsoft 365 if the "advanced setup" box appears.
  5. In the University of Otago login box that appears, click the Sign in with another account link.
  6. Enter your email and regular password, click Sign in.
  7. In the Account successfully added box that appears, click Done.
  8. Restart Outlook.

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Opening a shared mailbox in New Outlook for Windows

  1. Open Outlook.
  2. Right-click your own email address and select Add shared folder or mailbox.
  3. Enter the address of the shared mailbox and click Add.

In New Outlook for Windows, shared mailboxes do not appear as separate mailboxes. They are instead located in a folder underneath the account with access.

  1. Open your own mailbox.
  2. Open the folder called Shared with me.
  3. Click on your shared mailbox to open it.

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Opening a shared mailbox in Outlook for Mac

  1. Open Outlook.
  2. At the top of your screen, click on File > Open > Shared Mailbox…
  3. Enter the address of the shared mailbox and click Add.
  4. Restart Outlook.

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Opening a shared mailbox in Outlook for the web

  1. Go to https://outlook.office.com
  2. Sign in using your own email address.
  3. Click the circle with your initials or profile picture in the top right corner.
  4. Click on Open another mailbox.
  5. Enter the email address of the shared mailbox then click Open.

Accessing a shared mailbox on iOS and Android

  1. In your Outlook app, tap the symbol in the top left (this is either a home symbol or a letter).
  2. Tap the + plus symbol on the left.
  3. Select Add Shared Mailbox.
  4. Enter the email address of the shared mailbox and tap the Add Shared Mailbox button.

Contact AskOtago if you have any issues setting up access to a shared mailbox.

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Requests for student accounts to access shared mailboxes should be referred to ITACS for consideration.

There are still some role-based emails that have not yet been migrated. If a staff member encounters the error message: "Something went wrong. A mailbox couldn’t be found for (0). Refresh the page" on the Outlook Web App, it means the role-based account is still on-prem and has not been migrated to Microsoft 365. Therefore, the role-based account can only be accessed through the Outlook Desktop App.

Most mailboxes should be migrated, but certain accounts have opted out of this for various reasons. You can check if an account is on-prem or migrated through EAC. Migrated accounts show as "Remote shared mailbox", whereas on-prem show as just "Shared mailbox".

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