Topics Map > Features and Functionality
Topics Map > Client Configuration > Desktop
Topics Map > Client Configuration > Mobile

Microsoft 365 - How to access a Service Account

This document describes the different ways a service account can be accessed both in Outlook on the web and within an Outlook desktop client.


  • Office 365 service accounts can only access certain UW-Madison applications/services. For Office 365 access, you can only access the service account using the following processes listed below.
  • All service accounts, when created, are hidden from the Global Address List (GAL). This means that they will not be searchable from any client using the GAL.
  • Only users ( who are licensed for UW-Madison Office 365 accounts can interact with a service account.

  •  Access the service account via 'Open Mailbox' feature in Outlook on the web (browser)
    • To access a service account via the 'Open Another Mailbox' feature in Outlook on the web, the account you are logging in with must have full mailbox permissions to the service account.

      1. Login to Outlook on the web with the account which has full mailbox permissions to the service account.
      2. After logging in, select your profile picture in the top right, pictured below, to get the dropdown menu and choose open another mailbox:

        Clicking on profile picture will provide drop-down menu with 'open another mailbox' feature.

      3. This will give you a window to search for the account mailbox you are trying to open. Please type in the display name (or the email address) for the service account to find it in the GAL. Left click the account you wish to open

        Note: Because there will be many service accounts in the Office 365 system, please type in the display name as accurately as possible to ensure you can easily find the correct service account.

        open mailbox search results

      4. After left-clicking the account, it should be selected and give you an option to open the account as pictured below. Please choose the open option.

        Note: if you experience an error at this step, please review our Microsoft 365 (Outlook on the web | Outlook for Windows | Mac) - Account Access Error document

        select open

      5. A new window/tab for Outlook on the web should appear in your browser for the service account.

  •  Access the Service Account via add shared folder - browser

  •  Access the Service Account via linking - desktop/mobile client

    • Important: If the service account was just created or updated by your administrator, it may take up to 60 minutes before you can access the account.

      • Outlook for Windows: the service account will automatically be mapped into your profile. Learn more.
      • Outlook for Mac: the service account will need to be manually configured/opened. Learn more.
      • Outlook for iOS/Android device: the service account will need to be manually configured/opened. Learn more..

  •  Log in to the Service Account using the Service Account credentials (browser)

    • Once you have set a password for the service account:

      1. Open a browser session that is not currently logged into the campus NetID login service.
      2. Go to Outlook on the web login screen.
      3. Enter the log in credentials for the Service Account: name_domain.

        netid login screen

        E.g. Service Account: - Service Account NetID: help_doit.

      Note: If you do not know the Service Account credentials, contact your domain administrator.

  •  Access Service Account in a desktop/mobile client via its credentials
    • By default, when a Service Account is created, it can only be accessed via the account that was linked to it. This is the recommended way to access a service account. However, if you want to configure the service account directly within a desktop/mobile client, then you need to set a password on the service account. Once the service account has a password, use the Office 365 - Configuring your client documentation to configure it.

      IMPORTANT: Service Accounts are not licensed for Office ProPlus (Office desktop applications). With the release of Office 2019, you will not be able to configure a service account as the default account within an Outlook profile - you will need to access the service account via one of the other options listed above.

Keywordsmicrosoft office365 o365 m365 microsoft 365 enterprise logging into how use using netid directly outlook on the web app owa accessing desktop client open subscribe desktop client proplus windows macintosh how to access service account login desktop mobile browser hidden GAL sign inDoc ID39838
OwnerO365 S.GroupMicrosoft 365
Created2014-05-07 13:20:51Updated2023-12-01 14:00:07
SitesDoIT Help Desk, Microsoft 365
Feedback  3   25