Accessing Shared Mailbox Accounts After Migration to Office 365

WKU Generic / Departmental accounts have been replaced with Shared Mailboxes. Generic / Departmental accounts will be decommissioned and converted to Shared Mailboxes to be migrated to Microsoft Office 365 services. If you have any questions or concerns, please contact the WKU ITS Service Desk

Issue/Question

How do I access a WKU shared mailbox (e.g. example.group@wku.edu) account after it has been migrated to Office 365? 

Environment

  • WKU Shared Mailbox Accounts

Cause

The account has been migrated to Office 365. 

Resolution

The manager of the account or the Department Head / Director of your area must first request access for any new users of a shared mailbox account before it can be accessed. Please complete this service request first. 
If you previously had the shared mailbox account added in Outlook, please close Outlook completely if it was left open during the migration process. Upon reopening Outlook, the shared mailbox account should automatically appear. If you are prompted for a username and password, enter in your own personal WKU email address and password (i.e. Big.Red@wku.edu) to connect to the account. If the account does not automatically show up, and the above steps do not work, please see these steps to remove the account from Outlook on a Windows computer and these steps to remove the account from Outlook on macOS. Please see additional instructions below to reconnect the account. 

There are several methods used to access a shared mailbox account. Please see below for further instructions depending on your email program. 

Method 1 

If the manager or Department Head / Director of your area has requested that you have access to the shared mailbox account it may display in Outlook for your access automatically if there has been enough time allowed for the changes to propagate. Please fully close Outlook and then reopen it to see if the account appears. If it does not, please see the next two methods to access the account. 
Note: It can sometimes take Outlook a few minutes to connect to the shared mailbox account after access has been granted. Please allow a few minutes for Outlook to connect. 

Method 2

  1. Open Outlook
  2. Click the File tab in the upper left corner. 
  3. Navigate to Account Settings
  4. Select your personal WKU email account (e.g. big.red@wku.edu). 
  5. Click Account Settings.
  6. Click Account Settings... from the drop down menu. 
  7. Double-click your personal WKU email address (e.g. big.red@wku.edu). 
  8. Click More Settings
  9. Select the Advanced tab. 
  10. Click Add under the additional mailboxes section.
  11. Enter the full WKU shared mailbox account (e.g. example.group@wku.edu). 
  12. Click OK
  13. Click Apply
  14. Click OK
  15. Fully close Outlook and reopen it. The account should be listed along with your personal account.  

Method 3

  1. Open Outlook
  2. Click the File tab in the upper left corner. 
  3. Navigate to Account Settings
  4. Click Add Account
  5. Enter in the full WKU shared mailbox account (e.g. example.group@wku.edu). 
  6. If asked, select to use Microsoft Office 365 as the account type. 
  7. When prompted for the username and password, enter your personal WKU email credentials (e.g. big.red@wku.edu and NetID password). 
  8. Click Continue
  9. Fully close Outlook and reopen it. The account should be listed along with your personal account. 
Shared Mailbox Accounts are only accessible with the standard Outlook experience. If you are using the New Outlook mode, it will need to be toggled off to setup and use shared mailbox accounts. Reference this article from Microsoft for more information on the differences between the two modes.

Method 1

  1. Open Outlook
  2. Click the Outlook menu in the upper-right corner. 
  3. Select Preferences... .
  4. Select Accounts
  5. Click the  in the bottom left corner. 
  6. Select New Account... .
  7. Enter in the full shared mailbox address (e.g. example.group@wku.edu)
  8. If asked, select to use Microsoft Office 365 as the account type. 
  9. In the sign in window that appears, select Sign in with another account
  10. Enter in your personal WKU email address (e.g. big.red@wku.edu). 
  11. Click Continue
  12. Enter in your WKU NetID password. 
  13. Click Continue
  14. Authenticate with Duo, if prompted. 
  15. Click Done
  16. Fully close Outlook and reopen it. The account should be listed along with your personal account. 

Method 2

  1. Open Outlook
  2. Click the Outlook menu in the upper-right corner. 
  3. Select Preferences... .
  4. Select Accounts
  5. Select your personal WKU email account (e.g. big.red@wku.edu). 
  6. Click Advanced... in the lower-right corner. 
  7. Select the Delegates tab. 
  8. Click the  button under Open these additional mailboxes
  9. Enter in the full shared mailbox address (e.g. example.group@wku.edu)
  10. Click Add
  11. Click OK
  12. Fully close Outlook and reopen it. The account should be listed along with your personal account. 

Method 1

  1. Log into OWA here as you normally would with your personal WKU email account
  2. Click your profile icon in the upper-right corner. 
    Note: By default this is a circle with your initials in it. If you have uploaded a profile picture for OWA this will display instead. 
  3. Click Open another mailbox
  4. Enter in the full shared mailbox address (e.g. example.group@wku.edu)
  5. Click Open
  6. A new window/tab will come up for the shared mailbox account. 
Currently Outlook for iOS and Android are the only supported methods of accessing shared mailbox accounts on mobile devices. The built in mail applications will not be able to open the shared mailbox accounts at all.
  1. Add your personal WKU email account to Outlook for either iOS or Android. You can find instructions for iOS here and Android here
  2. After you have added your personal account to the Outlook app, tap your profile icon in the upper-left corner of the app to display the settings menu. 
  3. Tap the gear  icon located in the bottom-left corner. 
  4. Tap Add Mail Account
  5. Tap Add Shared Mailbox
  6. Enter the full email address of the shared mailbox account
  7. Tap Add Shared Mailbox
  8. The account should now be listed as an alternate account. You may switch between the two by tapping your icon in the upper-left corner of the Outlook app. 

Should you have any further problems or questions, please contact the ITS Service Desk or submit a service request.