Add a shared mailbox on a Mac

Question

Hello

Please i need your help on this issue.

We are trying to add a shared mailbox on a Mac

I right click on the primary mailbox then add the shared mailbox account.

But the primary mailbox disappears

Answer 1

Hello IBN

Thank you for your inquiry and welcome to Microsoft Q&A forum.

It sounds like you're encountering a common issue in the New Outlook for Mac when adding a shared mailbox, where the primary mailbox vanishes after right-clicking and adding the shared account. This can happen due to glitches in how the app handles Exchange or Microsoft 365 shared mailboxes. Switching to the legacy (classic) Outlook version often fixes it, as it's more reliable for this feature. You can follow the step below:

1. Open Outlook on your Mac.
2. In the top-right corner, toggle off "New Outlook" if visible (or go to Help > Revert to Legacy Outlook).
3. Restart Outlook to load the classic interface.
4. Add the shared mailbox:
   • Go to Tools > Accounts, select your primary Exchange account, click Advanced > Delegates, and under "Open these additional mailboxes," add the shared mailbox email.
   • Alternatively, use File > Open > Shared Mailbox and search for it.
5. The shared mailbox should now appear in the sidebar without affecting your primary one.

Additionally, confirm you have "Full Access" to the shared mailbox via your Microsoft 365 admin. Ensure Outlook is up to date (Help > Check for Updates), then restart your Mac.

If you have any further questions or need additional clarification, please feel free to ask at any time. 

---

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.