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Shared Mailbox Names and Unread Email Count Not Displaying Correctly in New Outlook

Todd Hunter 45 Reputation points
2026-01-14T00:09:14.5433333+00:00

We’ve encountered an issue in New Outlook where:

  1. Shared mailboxes only display “Inbox” instead of the full mailbox name.
  2. The quantity of unread emails does not appear next to the Inbox name.

This was previously working correctly, but something has changed recently.

Details:

  • Shared mailboxes are still accessible, but the folder name defaults to “Inbox” without the identifying mailbox name.
  • Unread email counts are missing, making it difficult to manage multiple shared inboxes effectively.
  • The correct names and counts were appearing earlier, so this seems to be a recent change or bug.

Steps Taken:

  • Verified permissions (Full Access and Send As are intact).
  • Checked Outlook settings and updated to the latest version.
  • Issue persists across multiple users.

Impact:

  • Confusion when managing multiple shared mailboxes.
  • Workflow disruption for teams relying on clear mailbox identification and unread email visibility.

Could you please confirm if this is a known issue with New Outlook and advise on any fixes or workarounds? If needed, we can provide screenshots. We’ve encountered an issue in New Outlook where:

  1. Shared mailboxes only display “Inbox” instead of the full mailbox name.
  2. The quantity of unread emails does not appear next to the Inbox name.

This was previously working correctly, but something has changed recently.

Details:

  • Shared mailboxes are still accessible, but the folder name defaults to “Inbox” without the identifying mailbox name.
  • Unread email counts are missing, making it difficult to manage multiple shared inboxes effectively.
  • The correct names and counts were appearing earlier, so this seems to be a recent change or bug.

Steps Taken:

  • Verified permissions (Full Access and Send As are intact).
  • Checked Outlook settings and updated to the latest version.
  • Issue persists across multiple users.

Impact:

  • Confusion when managing multiple shared mailboxes.
  • Workflow disruption for teams relying on clear mailbox identification and unread email visibility.

Could you please confirm if this is a known issue with New Outlook and advise on any fixes or workarounds? If needed, we can provide screenshots.

Outlook | Windows | New Outlook for Windows | For business
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Answer accepted by question author

Anonymous
2026-01-14T04:51:42.1033333+00:00

Dear @Todd Hunter,

Thank you for reaching out to the Microsoft Q&A forum. I’m happy to assist you.

Since this issue previously worked and now affects multiple users, I recommend raising a support request ticket with Microsoft Support. The support team has the necessary tools and permissions to access your account or tenant, allowing them to investigate the problem thoroughly and provide accurate guidance.

As a forum moderator, I do not have access to user accounts or tenant information. My role is limited to providing general guidance and troubleshooting suggestions based on the details you share. For issues that require account-level investigation or involve sensitive data, Microsoft Support can assist effectively.

The Global Admin can create a support ticket by sign in to the Microsoft 365 Admin Center > Support > Help & Support.

For detailed instructions on how to get support, please refer to Get support - Microsoft 365 admin.   

Note: If you’re an end-user, please coordinate with your Office 365 Global Administrator to handle these steps.

Additionally, this issue has been reported by many other users. You can refer to this post for more details:

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

Besides raising a support request ticket, please also report this issue via the Admin Center so Microsoft can acknowledge it and provide an update as soon as possible.

Go to Microsoft 365 Admin Center and sign in with an admin account.

Navigate to Health > Service health or select the Service health card on the dashboard.

Click Report an issue and complete the form.

For details: How to check Microsoft 365 service health - Microsoft 365 Enterprise | Microsoft Learn

If you need any further assistance, feel free to reach out. I am here to help. Thank you very much for your understanding and your cooperation.

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  1. Pranav N. Shrestha 0 Reputation points
    2026-01-16T15:46:35.48+00:00

    I was experiencing the same issue, but as of 1/16/2026, the shared mailbox now appears with the account info. I am still unable to move emails to the shared mailbox's sub folders.

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