How do I open a shared folder from a mailbox in Outlook?

Lane Marissa 0 Reputation points
2026-08-21T09:44:21.2466667+00:00

My boss has given me the permissions to manage a company folder. The folder (Team Up Services) appears in shared but I can't find where to open it, only my boss's general mailbox appears, his inbox folder is already open but specifically that folder I can't find.

Outlook | Web | Outlook on the web for business | Settings
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  1. Roebe Ta 865 Reputation points Independent Advisor
    2026-08-21T10:16:07.7533333+00:00

    Hello @Lane Marissa,

    Good day! I hope you are doing well.

    To help provide the most accurate and effective solution, could you please provide the following information:

    • When you mention that your boss has given you access to a company folder (Team Up Services), could you clarify whether this is:
      • A folder within your boss's mailbox?
      • A shared mailbox named Team Up Services?
      • A Microsoft 365 Group mailbox?
      • Or another type of shared resource?
    • You mentioned that the folder "Team Up Services" appears under Shared. Could you please clarify what you mean by Shared?
      • Is it listed under the Shared with me section in Outlook on the web?
      • Does it appear as a shared mailbox in the left navigation pane?
      • Or is it shown in another location?
    • Are you using Outlook on the web only, or does the same issue occur in the Outlook desktop application as well?
    • Has your boss confirmed which permissions were granted (for example, Folder Visible, Reviewer, Editor, or mailbox-level permissions)?
    • Do you see any folders under the shared mailbox besides the default folders (Inbox, Sent Items, Deleted Items, etc.)?
    • Have you tried removing and re-adding the shared mailbox from Outlook on the web?
    • If possible, could you provide a screenshot of the folder structure shown under the shared mailbox (please remove or obscure any sensitive information before sharing)?

    This additional context will help us better understand your environment and determine whether the issue is related to folder permissions, mailbox visibility, or how the shared mailbox has been configured.

    In the meantime, if Team Up Services is a shared mailbox and you have been granted the appropriate permissions, please follow the AI-provided steps to add the shared mailbox to Outlook and verify whether the folder becomes visible.

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    I look forward to your response and working with you to get this resolved.

    If you have extra questions about this answer, please click "Comment".    

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  2. AI answer

    2026-08-21T09:44:33.81+00:00

    If the folder is a subfolder inside the shared mailbox, it may not appear unless there is permission to the top-level mailbox folder as well. In Outlook, custom folders do not appear in the folder list when there is permission only to the custom folder and not to the mailbox root.

    What to do:

    1. In Outlook on the web, sign in with the primary account.
    2. In the left folder pane, right-click the primary mailbox or Folders, then select Add shared folder.
    3. Enter the boss’s mailbox name or address and add it.
    4. Expand that shared mailbox in the folder list.

    If Team Up Services still does not appear, the likely cause is missing top-level visibility on the shared mailbox. Only default folders such as Inbox, Sent Items, Deleted Items, and Calendar appear without top-level mailbox folder permissions.

    In that case, the mailbox owner or admin needs to grant access at the mailbox level, not only to the subfolder. After that, add the shared mailbox again and expand it in the folder list.

    AI-generated content may be incorrect. Read our transparency notes for more information.

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