Add a Service Account Mailbox to Outlook

Owned by Arielle Clark
Last updated: Sept 05, 2024
3 min read

Managing a service account – from answering emails to filtering and filing messages – is easier than ever. You can add the service account(s) you manage to your Outlook so that the account appears under your University mailbox.

Follow the instructions below to add a service account mailbox to your Outlook for quick and easy management. You can add the mail to your Outlook using either the Outlook desktop application or Outlook on the Web (outlook.office.com).

You must be delegated access to the service account mailbox before you can add the mailbox to your Outlook. The owner of the service account is responsible for delegating access to users. For instructions on how to delegate access to users, check the Email Delegation Instructions knowledge base article: Accounts - Delegation and Delegate Management

Add a Service Account Mailbox - Desktop Application

Follow the steps below to add a service account mailbox to your Outlook using the Outlook desktop application. There are two sets of instructions – one for Classic Outlook and one for the New Outlook.


To check which version of Outlook you are using, open your Outlook desktop application. In the top right corner, there is a toggle switch for "Try the new Outlook". If the switch is off, you are using Classic Outlook. If the switch is on, you are using the New Outlook. To switch between Classic Outlook and the New Outlook, click the switch.


Classic Outlook

  1. Open the Outlook desktop application.
  2. Click "File" on the top left corner.

  3. Click "Account Settings". A drop-down menu will appear.

  4. I the drop-down menu, click "Account Settings".

  5. Select your personal University mailbox.

  6. Click "Change". A new window will appear.

  7. In the new window, uncheck the box next to "Use Cached Exchange Mode to download email to an Outlook data file".

  8. Click "More Settings" at the bottom of the window. A new window will appear.

  9. Click the "Advanced" tab at the top of the window.

  10. Click "Add". A new window will appear.

  11. In the new window, enter the name of the service account mailbox you want to add (not the full email address).

  12. Click "OK".

  13. Click "OK" again.

  14. Click "Next" at the bottom of the window.

  15. Click "Done".

  16. Click "Close".

Once the service account mailbox is successfully added, it will appear below your University email.

New Outlook

  1. Open the Outlook desktop application.

  2. Click "View" at the top of the screen.

  3. Under "View", click "View settings". A new window will appear.

  4. Click "Accounts" on the left side.

  5. Click "Email accounts".

  6. Click "Add account". A new window will appear.

  7. Enter the email address of the service account.

  8. Click "Continue".

  9. Once the account is successfully added, click "Done".

Once the service account mailbox is successfully added, it will appear below your University email.


Add a Service Account Mailbox - Outlook on the Web

Follow the steps below to add a service account mailbox to your Outlook using Outlook on the web.

  1. Go to outlook.office.com. If prompted, log in using your University email address (userID@louisville.edu) and password.
  2. Move your mouse over "Folder" on the left side of the screen. Three ellipses (...) will appear.
  3. Click the ellipses.
  4. Click "add shared folder or mailbox". A new window will appear.
  5. Enter the full email address of the service account.
  6. Click "Add".

Once the service account mailbox is successfully added, it will appear under "Folders" below your University inbox.


Need help? Contact our HelpDesk at 502-852-7997 or at ITS Helpdesk — Information Technology Services (ITS) .