# Can't connect shared inbox

**URL:** <https://community.hubspot.com/t/cant-connect-shared-inbox/133226>\
**Category:** Sales Email\
**Tags:** sales-email\
**Created:** [May 22, 2025, 6:02pm UTC](https://community.hubspot.com/t/cant-connect-shared-inbox/133226 "2025-05-22T18:02:27Z")\
**Posts on this page:** 3\
**Page:** 1

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**Author:** ![TheyCallMeJanet](https://avatars.discourse-cdn.com/v4/letter/t/7ea924/32.png) [@TheyCallMeJanet](https://community.hubspot.com/u/TheyCallMeJanet)\
**Post date:** [May 22, 2025, 6:02pm UTC](https://community.hubspot.com/t/cant-connect-shared-inbox/133226/1 "2025-05-22T18:02:27Z")

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I have looked through the solutions offered for connecting a shared inbox and they don’t work for me. We have a shared Outlook email that does not have it’s own credentials. I was told to follow the settings\>inbox\>inboxes\>add channel workflow and to log in to MS365 as myself and that all mail accounts I have access to would be presented as options to connect. However, this doesn’t work. When I log in with my credentials, it automatically connects my personal account with no option to connect a shared inbox. I’ve tried logging in as the shared inbox, but MS365 does not recognize that as a valid user - there are no credentials for that account. How do I connect this inbox?

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**Author:** ![Josh](https://d10pqhm3lwygmk.cloudfront.net/user_avatar/community.hubspot.com/josh/32/17115_2.png) [@Josh](https://community.hubspot.com/u/Josh)\
**Post date:** [May 22, 2025, 6:20pm UTC](https://community.hubspot.com/t/cant-connect-shared-inbox/133226/2 "2025-05-22T18:20:43Z")

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Hi @TheyCallMeJanet,

M365 shared mailboxes don’t have credentials like an individual email account would have. You can still connect it to the HubSpot Inbox, just using a different method:

The most common way around this us to use forwarding.

Here’s how:

- In HubSpot, go to **Settings \> Inbox \> Inboxes**
- Choose **Create Inbox** , then select **Email**
- Pick **Other mail provider** , and HubSpot will generate a **forwarding address**
- In Microsoft 365, set up a **mail flow rule (forwarding rule)** from the shared mailbox to that HubSpot forwarding address

This doesn’t allow for sending **from** the shared inbox via HubSpot, but it does allow you to **receive and respond to messages** via your HubSpot-hosted address, which can appear consistent if configured well.

Another way around this is to actually convert that shared email into an actual inbox with a Microsoft 365 license. This would allow you to go about connecting it with the instructions you originally followed.

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**Author:** ![TheyCallMeJanet](https://avatars.discourse-cdn.com/v4/letter/t/7ea924/32.png) [@TheyCallMeJanet](https://community.hubspot.com/u/TheyCallMeJanet)\
**Post date:** [May 22, 2025, 7:18pm UTC](https://community.hubspot.com/t/cant-connect-shared-inbox/133226/3 "2025-05-22T19:18:59Z")

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Thanks @Josh . That’s very helpful.