Can’t open other user's Outlook inbox folder


  • I've been given permission to the calendar, mailbox or shared mailbox folder but i don't see it in my Outlook. 
  • Can’t open other user's mailbox
  • Can't open a shared mailbox in Outlook


  • Outlook email client
  • Office 365
  • Office 2016


IMS Service Desk can perform the following steps to help the user connect to a folder the Owner has granted them permission:

  • Ask if user had the folder in their Outlook before?

    If not, but they say they were just given access, follow these steps:

  1. Top left corner of Outlook, Select the File Tab
  2. Select Open & Export
  3. Select Other User’s Folder

Type the UserID\name of the mailbox you are opening, with the drop down box (Folder type:) specify if it is an Inbox, Calendar or a Contact folder you need to open and select OK

The folder you selected should be in the left-hand side of Outlook.  If you don’t see the folder; make sure you are in Folder View in Outlook.  That is the ellipsis (three dots) in the lower left side of Outlook.  Hover your mouse pointer over each Icon to view the names, select Folder.



If the folder is still not in Outlook

  1. In Outlook select the File tab in the top left corner.
  2. Select Info
  3. Select Account Settings and Account Settings again.



4. Select Change…




5. Select More Settings…

6. Select Advanced Tab

7.  Select Add…

8. Add the mailbox name

If still not able to see the folder\calendar, confirm with the owner of the mailbox that the permission\access is applied correctly. 

How to give access to a shared mailbox if you are the owner



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Article ID: 86546
Tue 9/10/19 12:39 PM
Wed 10/21/20 10:03 AM