Sent mail from shared account in New Outlook not showing online

Rentals MVCC 0 Reputation points
2026-10-05T16:57:32.51+00:00

Hello Microsoft,

I am using a shared work email address and have it linked/added to my personal work email on the desktop app. I currently use the New Outlook version, but have also tried to duplicate the issue in Classic Outlook desktop app.

When sending emails from the shared mailbox on the desktop app, the sent message is not reflected in the web version, or anyone elses version of the desktop app. It only shows in my personal outlook. It doesn't even show up in my version of the shared mailbox.

Before I bring this to my IT department, I would like to get some directions on if there is a relatively simple fix, or if it needs more directed effort and changes.

Thank you!

Outlook | Windows | New Outlook for Windows | For business
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  1. Elena-VH 1,970 Reputation points Independent Advisor
    2026-10-05T17:24:48.5566667+00:00

    Dear Rentals MVCC,

    Based on your description, it sounds like the emails are being sent using your own mailbox credentials rather than being saved to the shared mailbox's Sent Items folder.​‌

    In this case, first of all, make sure that you are sending the email from the shared mailbox address and not your personal mailbox.

    • Step 1: Open Outlook on the web and access the shared mailbox directly to check whether the sent message appears in the shared mailbox's Sent Items folder.
    • Step 2: Send a test email from Outlook on the web using the shared mailbox and verify whether it becomes visible to other shared mailbox users.
    • Step 3: Remove and re-add the shared mailbox in Outlook, then test again.

    However, if you're still seeing the sent emails in your own Sent Items folder, this behavior might happen in some shared mailbox configurations. By default, when you send a message as or on behalf of a shared mailbox, the message may be saved in your own Sent Items folder instead of the shared mailbox's Sent Items folder.

    To have sent messages saved in the shared mailbox's Sent Items folder, please reach out to your IT Admin. An IT Admin (Exchange administrator) can enable one or both of the following settings:

    Set-Mailbox <shared mailbox> -MessageCopyForSentAsEnabled $True
Set-Mailbox <shared mailbox> -MessageCopyForSendOnBehalfEnabled $True

    The first setting applies to emails sent using Send As, and the second applies to emails sent using Send on Behalf. Once enabled, copies of sent messages will be stored in the shared mailbox's Sent Items folder.

    For reference, please see the Microsoft article: Messages sent from a shared mailbox aren't saved to the Sent Items folder.

    I hope this information helps. If you need any further assistance or if I have misunderstood anything, please feel free to let me know.

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