Shared Mailboxes are not displaying it' names and the number of unread emails when pinned to the Favourites on New Outlook.

I think this has been resolved by the latest MS update.

the shared mailbox and unread numbers are back on display now.

Dear @AM,

Thanks for the detailed update, that information is very helpful. Since the same behavior is consistently occurring for all users using New Outlook across your organization and many users have also reported the same issue, and the troubleshooting steps (profile reset, re‑adding mailboxes, different devices, etc.) have already been completed without success.

At this time, I truly apologize that there isn't any Microsoft Official Document's reliable user‑side fix, as the issue appears to be occurring at the product or service level. To ensure the issue is properly tracked and escalated, I recommend contacting your IT administrator and asking them to report the issue through the Microsoft 365 Admin Center. Submitting the report this way allows Microsoft Support to investigate it in the correct tenant context and route it to the appropriate product team.

• Go to the Microsoft 365 admin center at https://admin.microsoft.com, and sign in with an admin account.
• In the left-hand navigation of the admin center, go to Health > Service health, or select the Service health card on the Home dashboard.
• Selecting Report an issue, and completing the short form
• For reference: How to check Microsoft 365 service health

For now, it may be necessary to wait for an official fix or further update from Microsoft. If I receive any updates, guidance, or confirmation of a resolution from Microsoft, I will reach out to you as soon as possible to share the latest information.

Note: Please understand that as forum moderators, our primary goal is to provide helpful guidance and support to the correct supporting channels. While we don’t have access to internal systems or administrative tools required to resolve account-specific or backend issues, we truly appreciate your understanding of these limitations

In the meantime, if you see my replies bring helpful information, please kindly accept it as an answer and vote it up by your original account, which raised this question. Once marked, it will automatically be pinned to top. As other users will also search for information in this community, your valuable vote up will definitely also help other users who have similar queries easily to find the correct channel and useful information more quickly

Your satisfaction is our priority; I and Microsoft appreciate the opportunity to improve.

I hope this information is helpful. If you have any further concerns or need additional assistance, please don’t hesitate to contact us directly.

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Dear @AM,

Thank you for posting your question in the Microsoft Q&A forum.

Based on my testing on my side, there isn't any issue appeared. When shared mailboxes are pinned to Favourites in New Outlook, the shared mailbox name is displayed correctly, and the unread email count also appears as expected, similar to the experience in Classic Outlook.

Since the issue does not occur in my testing, the issue does not occur consistently across environments. At the moment, there is no supported Microsoft switch or admin setting that directly controls how shared mailbox names/unread counts appear in Favorites in New Outlook.

Therefore, to help me narrow this down, it would be helpful that you could help me confirm these questions below:

• Whether this happens with in other devices or other accounts in your organization?
• If the shared mailbox was auto added or manually added via account settings?
• What is the New Outlook version currently in use? ​‌

In the meantime, here are some steps I recommend you try again:

Step 1: Remove and re‑add the shared mailbox

Remove the shared mailbox from New Outlook > Restart Outlook > Sign out > Sign In > Add the shared mailbox again. Please follow the Microsoft Official Guide here: Open and use a shared mailbox in Outlook

Step 2: If the issue still persists, please try manually adding the shared mailbox

Open New Outlook > Settings > Accounts > Shared with me > Add the shared mailbox

Step 3: Remove and re‑pin the Favorites

This sounds basic, but it might help: Unpin the shared mailbox Inbox from Favorites > Restart New Outlook > Pin it again

Step 4: Manually clear the cache in Outlook

To clear the cache in new Outlook on Windows, perform the following steps.

• Close the Outlook client if it's open.
• From a command line, run the following: olk.exe --devtools
• This opens the new Outlook on Windows client and an instance of the Microsoft Edge DevTools.
• In the Microsoft Edge DevTools window, select the Network tab.
• Select and hold (or right-click) anywhere in the Requests table. Then, select Clear browser cache.
• Please follow the Microsoft Official Guide here: Clear the cache in New Outlook on Windows

Note: Please understand that as forum moderators, our primary goal is to provide helpful guidance and support through general troubleshooting steps. While we don’t have access to internal systems or administrative tools required to resolve account-specific or backend issues, we truly appreciate your understanding of these limitations. We genuinely hope the information we share helps guide you in the right direction, and we're always here to assist as much as we can within our scope.  

I hope this information is helpful. Please follow these steps and let me know if it works for you. If not, we can work together to resolve this. If I misunderstand anything, please feel free to reach out.

Please understand that our initial response does not always resolve the issue immediately. However, with your help and more detailed information, we can work together to find a solution.

If you have any questions, please feel free to reach out. I'm looking forward for your reply.

If the answer is helpful, please click "Accept Answer" and kindly upvote it. If you have extra questions about this answer, please click "Comment".   

Note: Please follow the steps in our documentation to enable e-mail notifications if you want to receive the related email notification for this thread.