Exchange Connection Problems

How to Set Up an Email Address as a Microsoft 365 Shared Mailbox

Camila Milosovich Sep 27, 2026 869 views

Question details

A business needs to configure an existing contact email address so that multiple users can access, send, and reply from it using Microsoft 365.

How to Set Up an Email Address as a Microsoft 365 Shared Mailbox

Product: Microsoft 365
Device & OS: not provided
Scenario: Setting up a shared mailbox for multiple users to manage a single contact email address with a domain purchased through a third-party like Wix.
Observed behavior: Multiple Microsoft 365 users require concurrent access to manage and send emails from one centralized company address.

Before you start

Ensure you have administrator privileges in the Microsoft 365 admin center and access to your domain provider's DNS settings if you need to update mail records.

Solution 1Recommended

Create and Configure the Shared Mailbox in Microsoft 365

Use the Microsoft 365 admin center to create the shared mailbox, add members, and assign the necessary permissions for viewing and sending emails.

A shared mailbox allows a group of people to monitor and send emails from a public email alias. When a person in the group replies to a message sent to the shared mailbox, the email appears to be from the shared address, not the individual user.

Access the Admin Center

Sign in to the Microsoft 365 admin center with an account that has global admin or Exchange admin permissions. In the left navigation pane, go to Teams and Groups, then select Shared mailboxes.

Add a Shared Mailbox

Click on 'Add a shared mailbox'. Enter a display name for the mailbox and the existing email address you want to use, then save the changes.

Add Members

Under 'Next steps' or by clicking the newly created mailbox, select 'Add members'. Search for and select the users (e.g., User1, User2, and User3) who need access.

Grant Permissions

Ensure that the selected members are granted both 'Read and manage' and 'Send as' permissions so they can view the inbox and reply using the shared email address.

Create and Configure the Shared Mailbox in Microsoft 365

Synchronization Time: It may take up to 60 minutes for the new shared mailbox to automatically appear in the Outlook clients of the assigned users.

Solution 2

Update Domain DNS Records

If your domain is hosted outside Microsoft 365 (e.g., via Wix), ensure your MX records are pointed correctly to Exchange Online to receive emails.

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Frequently Asked Questions

Do shared mailboxes require a separate Microsoft 365 license?

No, shared mailboxes that are under 50 GB do not require an additional Microsoft 365 license. However, every user accessing the shared mailbox must have their own valid Microsoft 365 user license.

How do users access the shared mailbox once it is created?

Once permissions are granted, the shared mailbox will automatically appear at the bottom of the folder pane in the users' Outlook desktop or web application. This process may take a short delay or require restarting Outlook.

Can I use a domain purchased from Wix for a Microsoft 365 shared mailbox?

Yes. You simply need to add your Wix domain to the Microsoft 365 admin center and update the MX and TXT records in your Wix DNS settings to point to Microsoft Exchange Online.

Outlook & Email Problems