You may need to confirm that forwarding is active for your account.

1. Access your gmail settings page *for your shared mailbox*

Login to the gmail account where you access your shared mailbox (this may be something like support@mycompany.com). Click on the gear icon in the upper right-hand corner of Gmail, click the ‘Settings’ option from the dropdown menu and click the ‘Forwarding and POP/IMAP’ tab from the top menu.

2. Confirm the forwarding

Go to the forwarding tab and make sure forwarding is enabled.
(Click on the Gear icon → Settings‘Forwarding and POP/IMAP’ → Tick ‘Forward a copy of incoming mail to’ and select the email address you just confirmed).

Don’t forget to save when you’re done.

You’re done!

If you need help with setting up your mailbox, we’re here to help. Click here to contact us and we’ll be glad to assist.