Outlook unable to pull emails from shared inbox

Hi there ​@tjmikias17  ! 👋 Thanks so much for sharing those details — and for including screenshots, that’s super helpful.

It sounds like your Zap is seeing different behavior when trying to pull emails from a shared inbox. You’re absolutely right to suspect that the app version could be playing a role here.

Here’s what I’d suggest checking:

1. Confirm the Outlook app version being used in your Zap.

    

   • In your updated Zap, look at the trigger step’s app name. If you see a version number (like Outlook 2.1.1), try switching to the app that just says “Microsoft Outlook” (without any numbers next to it).

   • The numbered versions are older and may not handle shared inboxes correctly anymore.

2. Re-map and test your trigger

   • After switching to the current “Microsoft Outlook” app, you’ll need to re-map your fields in the configuration step and then test again to ensure data is being pulled from the correct inbox.
      

3. If the issue persists, re-authenticating both accounts again is a great step, but at this point it might be best to contact our Support team so they can take a closer look at the backend logs. You can reach them here: https://zapier.com/app/get-help

Let us know how it goes after testing the unversioned Outlook app — I’m really curious if that clears it up for you!

Hey ​@tjmikias17, just checking in! Have you had a chance to try abdullahumar’s suggestion yet?

Keep us posted on how it goes, want to make sure you’re all set! 🙂

I’ve come across a similar issue before when trying to use Outlook with a shared inbox in Zapier. In most cases, the problem turned out to be related to permission settings. Make sure the connected Outlook account has full read and send access to that shared mailbox — sometimes even small permission mismatches can cause the trigger to fail.

Another thing worth checking is your Zap’s trigger configuration. If the trigger is set to “New Email” in Outlook, it might not detect messages sent internally from the same domain. Setting up a filter or testing with an external sender can help confirm that.

If it still doesn’t work, a simple workaround is to forward emails from the shared inbox to a personal or monitored mailbox that Zapier can access — it’s not perfect, but it helps keep automation running while you sort out access.

I’m running into an issue with the Outlook “New Email” trigger in Zapier for shared inboxes — something that used to work perfectly in an older Zap but is now failing in a new version.

✅ Previous Setup (Working)

Last year, I built a Zap using:

• Trigger: Outlook — New Email

• Version: 2.1.1

• Configured to monitor a shared mailbox

• Filtered by a specific sender
  It pulled emails from the shared inbox without any issues.

❌ Current Issue

With the same trigger and same account setup, the new Zap now returns this error:

“The current user does not have permission to access this mailbox.”

However:

• The user account does have Full Access to the shared mailbox (confirmed by IT ✅)

• The same connection works in the old Zap

• When I clear the shared inbox selection, the test trigger pulls emails only from my personal inbox, not the shared inbox

🧪 Tried So Far

• Reauthenticated both accounts in Zapier

• IT confirmed permissions are correct

• Rebuilt the trigger step several times
  Still no luck — keeps pointing to my inbox instead of the shared mailbox.

🤔 Possible Concern

It feels like the newer Outlook integration version might not be detecting shared inboxes the way the older one did — or it's falling back to the authenticated user mailbox by default.

📌 Question

Is there a known issue or update regarding shared mailbox support in the latest Outlook trigger?
Any workaround recommendations for properly targeting a shared inbox again?

Would hugely appreciate guidance from the Zapier team or anyone who ran into this recently 🙏

If you'd like, I can also help you:

• Rewrite this in a more technical tone

• Add screenshots callouts

• Suggest temporary workarounds (like Microsoft Graph triggers or Zapier Email Parser)