Shared mailbox emails authenticating using wrong email address

Question

Hi

Hopefully this makes sense...

Client is running two businesses with two different tenants / Azure instances. company1.co.uk and company2.co.uk

Both companies have a shared mailbox, ******@company1.co.uk and ******@company2.co.uk, which the user has full read/send access to for both businesses.

Outlook is set up as normal, with her personal account for company1 and company2, and both shared mailboxes have come through in Outlook as expected

However, when trying to send from the ******@company2.co.uk email address, she's getting a bounceback sent to ******@company1.co.uk to say the account is not authorised to send from that mailbox. I've confirmed that if she logs into webmail as ******@company2.co.uk that she can send from ******@company2.co.uk.

I've ensured she is in the inbox of company2 when hitting the new email button and trying to send from info@company2, but some reason it's trying to send/authenticate using firstname.lastname@company1

I'm perplexed - can anyone help?

Thanks

Answer 1

Hello Asher Francis,

We have received you update via Private Message and glade to hear that your issue has been resolved by your own skill. We would make a summary to recap your troubleshoot skill so that other community member may benefit from this thread:

Issue- Shared mailbox emails authenticating using wrong email address. Two account configured in Outlook and both have separate shared mailbox access. When send email from one shared mailbox, its bounce back with message account is not authorized to send from that mailbox.

Suggestion- Client had set up the "Send from" with the wrong account, you changed the settings with correct account and issue resolved.

Again thank you so much for sharing this details with us. Have a good day. Stay safe and healthy.

Regards,

Ankita Vaidya

Answer 2

Hello Asher Francis,

Thanks for your post in this community.

To assist you in this case, we request you to please kindly provide us entire bounce back message and below details via Private Message only, so we will check it.

• Clients personal accounts emails id which he get from company1 and company2.
• Actual shared mailbox email id from company1 and company2.
• Screenshot about how you send email from web app via shared mailbox and outlook client.
• As issue is with Outlook app, so kindly provide us your entire Office account page screenshot (Outlook > File > Office account), so we can check your product and version with build information .

Your time and co-operation will be highly appreciated. Thank you so much for that.

Stay safe and healthy.

Regards,

Ankita Vaidya