Outlook (Windows) - Opening a Service Account as a Separate Profile

Normally, accessing of a service account in the Outlook client leverages the automapping feature in this doc: Microsoft 365 - How to Access a Shared Mailbox or Service Account. However, there may be users who wish to open a service account inbox on its own, namely to run mail merge on the inbox. This doc describes the process of opening a service account inbox as a separate profile in Outlook.

Note: A password will need to be set for the service account prior.

Setting Up a Secondary Profile

  1. In the bottom left of the screen, click the search icon and search for Control Panel.

    Search for the classic control panel using the search icon in the bottom left of the desktop.

  2. Click Control Panel to open the classic control panel.

  3. Make sure that View By is set to Small Icons.

    Set the "View By" option in the top right across from Adjust computer settings to Small Icons.

  4. Click to open Mail (Microsoft Outlook 2016).
    *Note: the year and bit version may vary from computer to computer depending on what is installed.

    the Mail option is higlighted in the list of options.

  5. Click Show Profiles...

    In the mail setup window, under Profile, click "Show Profiles..." on the right side.

  6. Click Add...

    Default is selected in the option menu and the "Add..." button is highlighted beneath it.

  7. Create a descriptive name for the email profile then click OK. This is just so you know which email is which.

    Under Profile Name, an example description is entered as "Test Email Profile" with the Ok button highlighted.

  8. Select Manual setup or additional server types then click Next.

    Select Maual Setup for this new profile, then Next in the bottom right.

  9. Select Microsoft 365, enter the full email address of the inbox you are trying to open, and click Next.

    Enter the full email address under the Microsoft 365 option.

  10. It may take a minute or so for the email to connect. If you are prompted for credentials you will need to enter the service account's username and password.

  11. Once you see the "Congratulations!" message, click Finish.

    Congratulations! The profile has been set up. The Finish button is at the bottom right.

  12. You will have the option to have Outlook prompt you for which email to open on startup. This is only for users that are in that mailbox frequently. Most users will want to select Always use this profile and set the profile to Default.

    Set the profile preferences to change how Outlook behaves on open.

  13. Click OK and close out of all Control Panel windows.

Using A Secondary Profile

  • If you selected Prompt for a profile to be used in step 12 above, you will see this when signing in:

    Select the profile you would like to open under Profile Name then click Ok below it.

    Simply use the drop-down menu to select the profile you would like to open and click OK.

  • If you selected Always use this profile, you will need to follow these steps to open your secondary profile:
  1. In Outlook, select File > Account Settings > Change Profile.

    Change Profile is the 6th option down in the Account Settings tab.

  2. A prompt will warn you that "Outlook will close. You must restart Outlook to choose a different profile." Click OK.

  3. Open Outlook.

  4. At the prompt, use the drop-down menu to select the profile you would like to open and click OK.
    Select the profile you would like to open.

  5. When you are done using this profile, simply close Outlook and reopen it to load back into your default profile.

Common Troubleshooting

  • If Outlook prompts for a username and password, use service account username and password.

  • If you receive this error:

    Cannot start Microsoft Outlook. Cannot open the Outlook window. The attempt to log on to Microsoft Exchange has failed... etc.

    Then you have not been given permission to view the inbox for the service account. Please contact the service account administrator, or the DoIT Help Desk if this is the case.


Doc adapted from UW Stout's Outlook (Windows): Opening a shared inbox as a separate profile


Keywords:
inbox profile outlook email mailbox different window windows pc mail merge 
Doc ID:
107122
Owned by:
Help Desk KB Team in DoIT Help Desk
Created:
2020-11-11
Updated:
2026-06-29
Sites:
DoIT Help Desk