# Can't connect shared inbox **URL:** \ **Category:** Sales Email\ **Tags:** free\ **Created:** [May 25, 2026, 10:55am UTC](https://community.hubspot.com/t/cant-connect-shared-inbox/149670 "2026-05-25T10:55:49Z")\ **Posts on this page:** 6\ **Page:** 1
**Author:** ![EUcalls](https://d10pqhm3lwygmk.cloudfront.net/user_avatar/community.hubspot.com/eucalls/32/73373_2.png) [@EUcalls](https://community.hubspot.com/u/EUcalls)\ **Post date:** [May 25, 2026, 10:55am UTC](https://community.hubspot.com/t/cant-connect-shared-inbox/149670/1 "2026-05-25T10:55:49Z")
Hello I have tried to connect a MS365 Shared Inbox, I have followed these instructions from this post [https://community.hubspot.com/t5/Sales-Email/Can-t-connect-shared-inbox/m-p/1155888](https://community.hubspot.com/t5/Sales-Email/Can-t-connect-shared-inbox/m-p/1155888) therefore nothing works. Emails does not appear on HubSpot. What can I do? ---
**Author:** ![Jess\_Nader](https://d10pqhm3lwygmk.cloudfront.net/user_avatar/community.hubspot.com/jess_nader/32/220794_2.png) [@Jess\_Nader](https://community.hubspot.com/u/Jess_Nader)\ **Post date:** [May 26, 2026, 7:24pm UTC](https://community.hubspot.com/t/cant-connect-shared-inbox/149670/2 "2026-05-26T19:24:55Z")
Hi @EUcalls Thanks for posting! What’s likely happening is that your MS365 shared mailbox is not a real user mailbox with its own credentials, so HubSpot can’t connect it through the normal Microsoft 365 login flow. I believe your options would be to use HubSpot forwarding or to ensure the shared inbox is a licensed Microsoft 365 mailbox. I’d love to get another pair of eyes from our Community contributors! @MarianKaha [@sam\_baybrad](https://community.hubspot.com/t5/user/viewprofilepage/user-id/678923) [@Ben\_M](https://community.hubspot.com/t5/user/viewprofilepage/user-id/87451) - can you confirm this is the case? Any insight you could add? 🙂 Thank you! Jess Community Manager ---
**Author:** ![EUcalls](https://d10pqhm3lwygmk.cloudfront.net/user_avatar/community.hubspot.com/eucalls/32/73373_2.png) [@EUcalls](https://community.hubspot.com/u/EUcalls)\ **Post date:** [June 2, 2026, 7:52am UTC](https://community.hubspot.com/t/cant-connect-shared-inbox/149670/3 "2026-06-02T07:52:29Z")
Yes, I am aware of that. I have added the inbox as other mail account (I have followed the instructions that I found). The instructions are here [https://knowledge.hubspot.com/inbox/connect-a-hosted-email-to-your-conversations-inbox?hubs\_content=knowledge.hubspot.com/inbox/connect-channels-to-the-conversations-inbox&hubs\_content-cta=forward-emails-from-your-mail-client](https://knowledge.hubspot.com/inbox/connect-a-hosted-email-to-your-conversations-inbox?hubs_content=knowledge.hubspot.com/inbox/connect-channels-to-the-conversations-inbox&hubs_content-cta=forward-emails-from-your-mail-client) ---
**Author:** ![Jess\_Nader](https://d10pqhm3lwygmk.cloudfront.net/user_avatar/community.hubspot.com/jess_nader/32/220794_2.png) [@Jess\_Nader](https://community.hubspot.com/u/Jess_Nader)\ **Post date:** [June 8, 2026, 12:22pm UTC](https://community.hubspot.com/t/cant-connect-shared-inbox/149670/4 "2026-06-08T12:22:22Z")
Hi @EUcalls Thank you for confirming! Are you seeing any error messages or banners when you complete the steps? Jess Community Manager ---
**Author:** ![EUcalls](https://d10pqhm3lwygmk.cloudfront.net/user_avatar/community.hubspot.com/eucalls/32/73373_2.png) [@EUcalls](https://community.hubspot.com/u/EUcalls)\ **Post date:** [June 9, 2026, 1:31pm UTC](https://community.hubspot.com/t/cant-connect-shared-inbox/149670/5 "2026-06-09T13:31:39Z")
Hello Jess, No and that’s odd. I have checked if the contacts (people that sends us an email) fall into hubspot after the connection, and they haven’t (neither to inbox section nor contacts base). That’s how I know that does not work. ---
**Author:** ![Jess\_Nader](https://d10pqhm3lwygmk.cloudfront.net/user_avatar/community.hubspot.com/jess_nader/32/220794_2.png) [@Jess\_Nader](https://community.hubspot.com/u/Jess_Nader)\ **Post date:** [June 9, 2026, 7:15pm UTC](https://community.hubspot.com/t/cant-connect-shared-inbox/149670/6 "2026-06-09T19:15:18Z")
Hey @EUcalls Thanks for confirming! It seems like we might be missing something, or maybe something is blocked in the backend? Usually we’d help troubleshoot, but with emails the better suited option is to contact technical support directly. They’ll be able to gather more info and troubleshoot more deeply. Can you confirm you have access to Hubspot support? 🙂 Jess -- Community Manager