What you’re seeing
- A shared mailbox that appeared in legacy Outlook does not show in the folder list of new Outlook for Mac.
- The menu options for adding a shared mailbox or delegate account appear to be missing.
- Outlook says the user does not have permission when trying to open another person's mailbox or calendar.
- Emails sent from the shared address go out from the user's own address instead.
Common causes
Every environment is different, but these are the causes our engineers find most often:
- New Outlook for Mac handles shared and delegate mailboxes differently from legacy Outlook and may not auto-map them.
- Full Access permission was granted in Microsoft 365, but Send As or Send on Behalf permission was not.
- Permission changes made recently have not yet replicated through Exchange Online, which can take time.
- The shared mailbox was granted through a group, which does not trigger automatic mapping.
- The account was set up as IMAP or a non-Exchange connection, which cannot access shared mailboxes at all.
Why it matters
Shared mailboxes such as info@, sales@ or accounts@ are often where customers send their most important messages. When a team member cannot see them, enquiries go unanswered and invoices are missed. Delegates who manage an owner's calendar may double-book or fail to accept meetings. Staff may resort to sharing passwords or forwarding mail to personal accounts, which creates security and compliance problems.
How AskTechGurus fixes it
Skip the trial and error. A certified engineer works on your actual system, finds the root cause, and fixes it properly.
Tell us what’s happening
Submit a ticket in about two minutes. Paste the error, describe what changed, and pick your tier. No charge to submit.
A certified engineer diagnoses it
A vetted, US-based systems engineer claims your ticket, usually within minutes during business hours, and investigates over a secure remote session you can watch and end at any time.
Fixed and verified with you
The engineer resolves the root cause and confirms with you that it’s working. You don’t just get a workaround, and you get a plain-English summary of what was wrong.
Pay only when it’s resolved
Fixed price from $99, invoiced only after you approve the fix. If it isn’t resolved, you don’t pay.
Frequently asked questions
Is this a permission problem or an Outlook problem?
It can be either. Sometimes the Microsoft 365 permissions are incomplete, and sometimes new Outlook for Mac simply handles shared mailboxes differently.
Should we switch back to legacy Outlook?
That can be a short-term workaround, but Microsoft is moving everyone to new Outlook, so it is better to get shared mailboxes working properly there.
Can AskTechGurus fix this for us?
Yes, a certified US engineer can review permissions and the Outlook setup in a remote secure session from $99, and you pay only when resolved.